Duty Team Member – Peripatetic
Job Title: Duty Team Member – Peripatetic ( Nights)
Responsible to: Team Leader
Base: Various – scheme based
The postholder requires a full driving licence & access to a vehicle
This role requires working within our Housing Pathway inclusive of schemes such as 90 Hope Street, Navigation House, Hillcrest, New Hope, Orchid (Women only) and Furlong Court.
Our duty team members work at the heart of our schemes welcoming customers into a place of safety, ensuring that customers are aware of the rules and encouraging customers to engage with Brighter Futures and third-party agencies to address needs or obstacles to progression through our housing pathway.
All our Duty Team Members will be inducted across all schemes so that they can where needed confidently deliver a consistent level of service across any location.
Specialism - Peripatetic
Our Peripatetic staff are our first fail safe to manage planned or unexpected absence across our staffed schemes. You will be based at a scheme but may be asked to move schemes at short notice to manage minimum staffing numbers or risk.
- Objective 1: To proactively manage building safety; completing fire alarm test/ reporting repairs/ completing room checks and managing customer access/egress to the building
- Objective 2: To support the minimalisation of void loss by ensuring that properties are cleaned when vacant and prepared ready to let in a timely manner
- Objective 3: To contribute to customer engagement/ involvement and scrutiny activities/ opportunities; encouraging customer participation and delivering activities that divert customers from negative behaviors or choices that may impact their occupation
- Objective 4: To ensure that customers know and are reminded of their responsibilities as licensees providing clear and accurate guidance, notes and making decisions to escalate to other colleagues in a timely manner to best manage risk
Customer Engagement, Involvement and Scrutiny
- Work with customers and colleagues to devise customer activities that provide diversionary opportunities for customers and create opportunities for enjoyment, developing on a skill or learning new ones.
- Empower customers by supporting their thinking and decision making and helping them get in touch with their ability to do what they need to achieve their goals.
- Ensure the information that customers need is readily available for them and distributed to them as soon as possible.
- Ensure that customers are consulted on all aspects of the service they receive and are able to take part in consultations and can influence and co-design service improvement and development.
- Embed a psychologically and trauma informed culture and environment within the service that enables people to thrive
Safeguarding
- Provide regular welfare/ wellbeing checks of customers as directed
- Report concerns and provide written reports detailing safeguarding concerns and actions taken.
- Maintain appropriate distance and professionalism with customers whilst supporting and advising other staff on professional boundaries and conduct and report issues of concern as appropriate.
- Work with partners to ensure that customers and staff are protected from abuse, incidents are responded to and plans implemented.
- Ensure customers understand how they will be protected from abuse.
Rent and Service Charge
- To use your position at first and only point of entry to remind customers that their payments are due – how much and when. Providing guidance on what happens next if payment fails and encouraging customers to avoid enforcement action by making agreed payments
- Promoting use of the All Pay card
- Escalating none payment or financial abuse concerns
Managing Voids and Void Loss Reduction
- Inform Customer Services or Housing Sustainment of any changes such as a customer wishing to give notice, or a change in circumstances affecting benefits and HB payments
- Work in constructive ways with customers to avoid abandonments, tenancy failure and unplanned exits
Anti-Social Behaviour and Room Condition Issues
- Clearly communicate to customers so they can understand any potential action related to their tenancy or licence agreement, and support them to take required steps to avoid further action
- To provide timely and appropriate record keeping to evidence conversations had or work done with customers to manage their behaviour or property condition
- Removal of items (in line with procedural guidelines) which are ‘banned’ or hazardous
- Utilisation of appropriate temporary tools such as temporary exclusions to manage high risk behaviours and reduce risk
- Appropriate escalation of issues requiring enforcement
Building Safety and Security
- Maintain a clean and safe environment in line with health and safety, building safety and fire safety policies and procedures.
- You will be required to supervise the access and egress of the building. You will maintain tight control over people arriving and leaving, ensuring unauthorised people do not gain access, whilst ensuring those entitled to access are allowed to do so. A record is to be maintained of all people entering and leaving the properties during your shift together with the times of this happening
- Monitoring security of the building and service users, visitors and the immediate community through proactive patrols and presence.
- Deal with and de-escalating housing management related issues in a calm manner making use of on call procedures where required.
- Maintain required written records to include incident and risk reports/handover. These are to be factual and recorded on every shift.
- Utilise appropriate tools to keep the building customers and staff safe; CCTV, door entry, remote door entry, security wands
- Liaise with Property Services team to ensure Brighter Futures effectively discharges its responsibility as a landlord, including conducting regular checks of building safety and fire equipment
- Report any repairs promptly, and support customers to enable maintenance work to take place
Health and Safety
- Use PPE provided
- Ensure lone working is safe and in line with policy.
- Ensure working methods are safe and in line with policy.
- Report accidents and near misses swiftly; isolate issues of concerns or eliminate risk where possible
Additional Responsibilities:
- Some schemes offer a food provision service to customers – duty team members are requested to assist with the preparation and serving of this food (where applicable)
- Light cleaning of communal areas between caretaking visits to ensure risks are kept to a minimum and the schemes are kept in a pleasant condition to live and work Ensure the environment offered with the buildings and their grounds is of high quality this includes; kitchens, toilets, bathrooms, shower rooms, offices and communal areas as necessary. This will also include cleaning and preparing rooms for occupation.
- Ensure that every customer has equality of opportunity and that no one is disadvantaged in their access into or exit from the service.
- Challenge as appropriate other staff and customers’ oppressive practice or stereotyping.
- Ensure that customers understand the terms and conditions of their licence/ tenancy agreement and take action as appropriate where they do not.
- Ensure that customers’ feedback, suggestions or complaints are responded to promptly and appropriately and in accordance with policies and procedures.
- Ensure that customers’ needs are properly assessed and responded to in ways which respect their personal needs and preferences.
Behaviour & Competences:
Behaviour embodies Brighter Futures values and is within the Code of Conduct
Demonstrate the competencies and behaviours set out in the Competency Framework.
Work to Brighter Futures aims, values, policies and procedures and ensure that others do so.
Hours of Work:
40.25 hours per week - Monday to Sunday - as per rota. You will have a base of working but will be required at times to work across our other services for the sustainability of the services within Brighter futures
Salary & Benefits:
Peripatetic Team Members- Nights
Salary:£28,215.27
27 days annual leave plus 8 additional days
Group Personal Pension Plan, including life assurance and group income protection
Health Care Cash Plan
Occupational Sick Pay
Staff Counselling Service
Job Type: Full-time
Pay: From £28,215.27 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
Work Location: In person
Reference ID: DTM
