POSITION: Front Office & Late Services General Assistant

JOB DESCRIPTION

POSITION: Front Office & Late Services General Assistant

DEPARTMENT: Front Office

REPORTS TO: Late Services Allocations Coordinator

STATUS: Full-Time

SUMMARY DESCRIPTION:

As part of a team, proactively ensure the smooth running of the front office and AMAT environs during the dayand the late shift. Toperform thoroughly and consistently all duties that fall with the role and within this department. To work within the responsibilities of the role(s). To ensure that services provided by AMAT are professional and accountable.

Late services duties are prioritised in the following way,Red duties must be completed each late shift,Amberduties are expected and need to be performed but in extreme circumstances can be deferred with consultation with and permission from the safety on call staff member,Greenduties are expected to be performed, when incidences occur, can be deferred with consultation with and permission from the safety on call staff member

PRIORITY RED DUTIES

To accept and follow direction from the Late Servicesand Allocations Coordinator
To ensure the management of client risk is consistently followed in accordance with the direction given in the vulnerable resident file
To ensure that you provide accurately recorded, appropriateservicesto AMAT and it’s residents
To ensure that the safety on call system is effectively used and the Safety on call staff member / manager is kept abreast of happenings and issues.

To promote best practice within the team.
To carry out regular health and safety monitoring of the properties (House Checks) noting any issues that are found
Maintaining records and relevant paperwork including the issues tracker, incident reports, contact notes for the residents if there are issues surrounding them or you have dealt with an incident or accident or issue
To follow the staff safety protocol and utilise the Safety on call service effectively
Keeping a visitors / overnight stay register occupancy register
Letting residents into their accommodation
Being responsive to the needs of residents
To be a visible presence in and around the accommodations on the square and outrun
To effectively deal with callers to the office and telephone calls, taking messages where appropriate and passing them on in a consistent and timely manner
To take action if a House Check highlights issues such as cleanliness of bathrooms and kitchens and safety issues such as trip, slip or fall hazards
To ensure the office buildings are secure and windows are closed and back and front door secured
To ensure that the residential buildings are secure with windows closed and back and front door(s) secured.
To ensure that there are not gatherings of residents on the street to reduce anti social behaviour concerns
To treat all residents and visitors in a reasonable and non antagonistic way
To Communicate effectively with residents and following up issues raised
Maintain good liaison between residents and the community.
Undertaking the collection of rent and shortfalls where needed
To ensure all keys are present and any missing are followed up with the relevant staff member and logged in the daily log book
To share skills and knowledge with other team members to promote a consistent service.
To ensure that new residents who arrive after day staff have gone home are shown around their building and into their accommodation
To ensure that facilities are adequate and available for new service users / existing service users in common room accommodation
To collect and distribute sandwiches
To ensure the area used for food distribution is clean and ready for use for the following day
To recognise the needs of service users raise concerns with the support team (if supported) or the duty manager.
Be aware of and adhere to the policies and procedures of AMAT.

PRIORITY AMBER DUTIES

To deliver any post to residents which has not been delivered during the day shift
To pass notes to residents during routine house checks / as requested
To empty the waste bins and clean the shared office accommodations and front office
To remove rubbish from house fronts and place it in the appropriate receptacle
To launder and dry any AMAT bedding, curtains or items and ensure the laundry room is left clean and clear of laundry ready for use in the morning

PRIORITY GREEN DUTIES

To work closely with other staff and management team to maximise the uptake of services available to the individual.
Appropriately reacting to and resolving complaints and suggestions via the CCQ system
To liaise with the support team to ensure the smooth interface of managed housing and the support service.
You will be required when requested by the Late Servicesand Allocations Coordinator to attend the shortfall meetings (as published on the rota)
You will be required to read and follow up any concerns from the notes of the morning brief given by the duty manager.
To actively encourage residents to participate in the service they are receiving.
Undertake training as required.

ADDITIONAL PRIORITY RED DUTY

Any other reasonable duties as requested by the management team.

ADDITIONAL REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and work within the appropriate codes of practice and effectively and consistently work as an efficient team member.
We expect all staff members and managers to contribute fully to the successful operations of the organisation, embracing needs that arise whether within the strict confines of their job description or not
This guidance is not exhaustive and other duties may be requested of you that are within your abilities.

Person Specification

Front Office & Late Services General Assistant

Essential skills

Good motivational skills
A positive attitude
Have good communication skills
Have good interpersonal skills
Be computer literate
Have the ability to work with cooperate with colleagues
Have a flexible approach to work outside of the normal working hours
A clear understanding of diversity and the commitment to promote equal opportunities
A full driving license (Manual)
The ability to work as part of a team
Experience in dealing with challenging behaviour