INDIVIDUAL SUPPORT

JOB PROFILE

Job Title: Service Support Officer

Report To: Sheltered Services Manager Date:

23.12.03
A. Job Purpose

To develop, deliver and co-ordinate services to older people living in a variety of

settings. Maintain and develop quality support services in line with Group
policies, procedures and good practice, working with customers, Group
employees and outside agencies to improve customer s quality of life, their ability
to sustain their tenancies and the achievement of independent living.
B. Key Accountabilities
1. Promote Individual Support services to potential customers and referring
agencies operating in the area.

2. Provide statistical information and monitor performance and quality of

services provided to customers by other Group companies and others. Give
feedback to agencies and involve the Support Co-ordinator as appropriate.

3. Ensure all administration is up to date on a daily basis, including handover

notes, residents files/care plans and any system in place to communicate
between shifts

4. Prepare individual Support Plans with all customers on a regular basis and
facilitate any support required. Make daily contact with residents and visit
those residents who have requested to be visited or where appropriate

5. Act as key worker with other agencies, passing on information to agencies

where this is needed. Provide information for the assessment of needs and
ongoing needs as part of the care planning process. Make arrangements for
personal care and practical tasks for customers.

6. Encourage, promote and assist tenants to develop and maintain social

activities to include people from the wider community. Encourage the use of
scheme facilities by other organisations working with older people in
consultation with tenants.

7. Carry out risk assessments and other Health and Safety monitoring ensuring
Group Health and Safety procedures are adhered to and assist in the Group s
Quality Assurance process for services to older people

8. Assist in ensuring that appropriate and correct service charges are applied to
customers for services received. Ensure that procedures are followed in
accordance with policy and guidance issued.

9. Liaise with housing management staff regarding repairs and maintenance

and any other issues that affect the smooth running of the scheme.

10. Supervise the cleaning staff

11. Carry out training and development activities as identified and agreed in
consultation with your manager
C. Dimensions

The SSO supervises site cleaners.

They do not have budget responsibilities. As part of the local team, they have a
shared responsibility for the efficient running of the scheme and services to
customers. They are the main contact with sheltered customers

Services are provided to residents who may vary in number between 20 AND 40.

D. Additional Information

i) Context/Environment

The service Support Officer works as part of a local team and has specific
responsibility of one or more service sites. They will work on their own for large
periods and will follow policy and procedure guidance
Customers needs can vary from scheme to scheme and will range from semi
independent to vulnerable older people.
.
ii) Problem Solving/Decision Making

Any decisions outside given policy must be approved. Must work to agreed
Corporate and local policies.
Problems will be dealt with on a day to day basis and recorded. There will be a
variety of problems that arise but they will be dealt with within a framework of
policy and practice guidance. They are expected to refer decisions outside policy
and procedure to Support Coordinators for approval.
Any decisions outside of given policy must be approved. Consultation about
dealing with particular situations is part of the normal practice in the schemes.

iii) Skills/Knowledge/Experience

Local knowledge and networks

Support Services
Planning and prioritizing own work
Knowledge and application of policies, procedures and best practice
Assessing and monitoring provision of care/support services
Knowledge of relevant legislation
Record keeping and IT
Assessing and dealing with conflicting demands
Arrears and void monitoring
Property management
Representing the business
 iv) Working Relationships

Staff in the scheme and other schemes

Customers in schemes, including customer groups
Social Services as appropriate
Voluntary agencies working with existing agencies
Health professionals as appropriate
Other local agencies as appropriate
Environmental health, fire as appropriate
Supporting People Administrating Authorities

Line Manager: Employee: