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Night Shelter Concierge

Brighter Futures • Full-time • Stoke-on-Trent, ENG, GB • 1m ago

Job Title: Night Shelter Concierge

Responsible to: Rough Sleeper Services Manager

Base: 23 Hillcrest Street, Hanley

Purpose of the job:

· To provide a safe environment at night, maintaining the safety and security of customers and colleagues.

· To deliver a customer facing support service in line with Brighter Futures standards

Outcomes of post:

· To keep tight control of the safety and security of individuals accessing the night shelter throughout a 12 hour waking night shift.

· Support customers with the issues that have contributed to them becoming homeless, this could include, mental health, drugs and alcohol and tenancy related issues.

· Help customers develop the skills and confidence to move on to more permanent accommodation

· Delivers an excellent service in line with Brighter Futures values, policies and procedures

· Provide a psychologically informed service and environment that recognises the impact of trauma and constantly seeks to remove and break down barriers that may adversely prevent customers from moving forward positively

· The service is flexible to meet the needs of the customer

· All training and Brighter Futures values are embedded into our practices

Duties and Key Responsibilities:

Customer Service & Support:

· Provide a courteous, professional, and welcoming atmosphere for all customers

· Answer the Rough Sleeper phone in a professional manner, taking accurate messages and triage accordingly.

· Maintain a positive and professional relationship with all other agencies/professionals, this may include by not limited to the Police, housing providers, and medical services.

· Know all essential aspects of the service and operations. This could include fire evacuation, on call issues and customer’s support.

Health & Safety:

· Report maintenance issues and ensure that they are dealt with appropriately

· Acts as the site liaison for the Night Shelter as first point of contact.

· Providing a welcoming and approachable single point of contact for individuals accessing the service, encouraging the customer group to follow Night Shelter rules

and support respectful enjoyment of the property.

· To maintain good order and discipline of the project at all times and to complete incident and accident forms/reports in a timely manner in line with policy and procedures as and when the occur.

Safeguarding & Protection from Abuse:

· To report all safeguarding concerns and provide written reports detailing safeguarding concerns in a timely manner in line with policy and procedure

Security:

· 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 persons 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.

Environmental Management :

· Ensure the environment offered with the buildings and their grounds is of high quality

· Contribute towards the cleaning and maintenance of the buildings, their kitchens, toilets, bathrooms, shower rooms, offices and communal areas as necessary. This will also include cleaning and preparing rooms for occupation.

Additional Responsibility:

· Ability to remain calm under pressure in difficult situations.

· Must be self-motivated with a positive can-do approach.

· Strong commitment to equality and diversity.

· Must be able to demonstrate a commitment to our Values.

· To promote the aims and values of Brighter Futures to any other agency or organisation in a professional manner.

· Take responsibility for your own professional development and training.

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 pro 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 Flexibility will be required to support the Rough Sleepers Outreach Team with cover as and when needed between the hours of 6.00am to 8.00am.

Salary & Benefits:

Salary: £27527.09

Up to 40 Days Annual Leave

Group Personal Pension Plan, including life assurance and group income protection

Health Care Cash Plan

Occupational Sick Pay

Staff Counselling Service

Discounted Gym Membership

Blue Light Discount Card

Job Type: Full-time

Pay: £27,527.09 per year

Benefits: