Support Worker

Key Accountabilities

• Building Cover: Act as the first point of contact at Oak House for residents and visitors, ensuring a safe environment. Provide telephone support to residents and liaise with team members and external services as needed


• Service Delivery: Offer person centred support, update resident files, and assist in personal safety planning. Help residents develop independence and maintain their tenancy while delivering services respectfully


• Housing Management: Contribute to housing management by addressing anti\-social behaviour, income and complaint management, and maintaining service quality through internal systems


• Health \& Safety: Ensure compliance with health and fire safety regulations, report repairs or incidents, and maintain a safe environment for residents and staff


• Personal Responsibilities: Adhere to policies, pursue self\-development through training, and maintain accurate confidential records to support effective communication and service monitoring.

Essential

• Demonstrates a positive attitude when working with others, maintaining a proactive, solution\-focused mindset


• Ability to remain calm and measured in a crisis, adapting effectively to a dynamic environment


• Ability to make reasoned judgements and decisions


• Ability to manage own workload, responsive to meet the needs of the team and the business


• Demonstrated experience working with people at greater risk and individuals from varied backgrounds


• Competent and committed to the delivery of exceptional customer service, treating all residents with equally high standards of respect, dignity and compassion


• Maintains clear personal/professional boundaries


• Experience of accurately recording information using accessible formats, whilst handling sensitive data discreetly


• Competent user of Microsoft Office packages, accurately updating and maintaining databases

• Experience with individuals facing mental health challenges or substance misuse, alongside familiarity with housing and homelessness legislation


• Certified training in First Aid, Mental Health First Aid, Conflict Management, Motivational Interviewing, De\-escalation, Suicide Prevention, Active Listening, and Naloxone administration


• Welsh language skills

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