LONDON BOROUGH OF MERTON
Senior Social Work Practitioner GRADE: ME13with London Weighting and two increments for AMHP work DIRECTORATE: Adult Social Care Integrated Care & Public Health HOURS OF WORK: 35 RESPONSIBLE TO: Team Manager (LINE MANAGER) ACCOUNTABLE TO: Service Manager Head of Service, Mental Health RESPONSIBLE FOR: Social Work Staff, Support Workers, students or trainees as required LIAISES WITH: Multi Professionals, including in the Mental Health Trust - Inpatient and Community Services. Housing, Public Health. Adult, Older People and Children's Social Care and Health Services. Primary and Secondary Care Services. Statutory and non- Statutory Services OVERVIEW OF THE POST To provide advice consultation and professional supervision to a group of specialist mental health social care staff To be a lead practitioner in the team, ensuring the provision of a high quality and safe specialist mental health service to the defined service user group. The post holder will be expected to deliver a range of evidence-based interventions which will promote strengths base approach, social inclusion for this group of service users, who Experience low, moderate or severe or mental health issues. The post holder will work in partnership with a range of other services which may include EIS, Home Treatment Teams, Integrated Recovery Hubs Older People, Integrated Recovery Hubs (IRH), Acute, Inpatients Services, Voluntary and independent and community services. The principal purpose is to provide a person cantered approach, focusing on Strength, ability, and the resident existing networks The senior will be relied on to lead by example The Postholder will practice to the Department Social Work Model and guide colleagues in the team in this framework The post holder will work within the safeguarding adults and safeguarding children frameworks across the London Borough of Merton Able to act consistent with the Values of the Council KEY TASKS AND RESPONSIBILITIES Foster recovery through empowerment of Residents and carers by involving them in the planning of their care Establishing and maintaining consistent supportive relationships, which encourages increased self-determination and responsibility for service users and their care. Offer a range of evidence-based interventions and risk management approaches enabling the residents and carers to reduce and manage symptoms and high-risk behaviour. Offer practice guidance to colleagues in the team Be proactive, innovative and creative in delivering care, enabling the facilitation of service user's recovery. Engage residents and carers in relapse prevention and crisis planning providing intervention that maximize the ability to resolve crisis and prevent hospitalization. Support early discharge from both inpatient and Home Treatment Team by providing regular, formal reviews. Deliver a collaborative and responsive service through practice that is dictated by service users/carers intelligence and experience of their own situation . Display expertise in understanding and applying Social Care, Mental Health, Mental Capacity legislation and guidance. Display awareness of the wider range of Social Care legislation and policy, Be creative in ensuring information and advice is delivered in manner that will be receptive to others Act as Case Manager to a defined caseload of service users. Respond swiftly to crisis, providing intervention to prevent admission. Work closely with Carers. Ability to act independently carrying out function on the team's Duty system while also seeking to consult with seniors as required Recognize racial, cultural, sexual preference and linguistic differences. Ensure that record keeping/documentation reflects, prescribed departmental expectation. Maximize the use of resources within the team and available in the community. Have an understanding and work with the mental Health trust and Integrated Commissioning Board. Carry out the responsibility of being part of the Lead group in the service Ensure that care and support plans are reviewed and updated to take into account of the most recent information regarding Residents and Carer needs. It should reflect their views, their voice . Undertake risk assessment/management and positive risk taking by developing genuine interventions with those you are working with Carry out SAM or Enquiry Officer Duty under Safeguarding procedures, as appropriate Ensure activity/contact is entered promptly on Mosaic, conforming with Department Recording requirement. Provide carers assessment and care plans or support their production Work with Brokerage, mental health Social Work Service process to implement Care Packages, including personalised budgets, in the community. Knowledgeable about financial implications of the Care Act 2014, and Departmental policy and procedure arising from this Guide colleagues to ensure discussion regards Financial implication of the Cre Act are discussed with residents and Carers 3. KEY RELATIONSHIPS Maintain professional relationships with other agencies, e.g.,; Neighbourhood Services, Police, Probation Service, Education, Advocacy, PALS, Benefits and Voluntary Services to ensure provision of a quality package of care and service delivery for the service users and their carers. 4. SERVICE DEVELOPMENT AND DELIVERY Participate in service development and partake in the evaluation of the quality of service delivery. Support and facilitate initiative in developing service user's participation groups. Assist in planning, undertaking and evaluating specific projects related to clinical practice within the community. 5. MANAGEMENT/ AUDIT Implement and participate in orientation and local induction programmes for staff. Achieve and demonstrate agreed standards of personal and professional development within the agreed time scale. Participate in research, audit reviews and other initiatives in accordance to expected Governance. Be responsible for ensuring that accurate records are kept in accordance with Council policies and legal requirements. Report all complaints and or incidents in accordance with Local Authority procedures and ensure that the line manager is informed. Actively contribute to the development and review of policies and procedures based upon best practice. 6. TRAINING Ensure that own knowledge and skills are constantly updated. Attain appropriate levels of computer literacy Facilitate students achieving their competencies relevant to their outcome. Attend mandatory training as outlined by Trust policies. Undertake training as necessary in line with the development of the post, through continuous Professional Development Be an approved mental health practitioner, providing assessments as required by the mental health act. Or willingness to undertake AMHP training if required Undertake SAM training and practice as a SAM 7. PROFESSIONAL To participate in the AMHP Duty rota, providing a source of support and advice to those undertaking duties under the Mental Health Act 1983, and to provide specialist cover as necessary. Have a working knowledge of current appropriate legislations - The Children's Act, Care Act (2014), Carers legislation and the Mental Health Act (1983) and other relevant legislation. Be aware of and adhere to Local Authority procedures. Set own objectives through Appraisal, work towards achieving these Deliver and engage in regular professional supervision. Adhere to and work within the guidelines of own professional code of practice. Maintain registration of care profession and membership in relation to the relevant professional qualification Act as a positive role model for colleagues. Ensure that full regard is taken of the dignity, individuality and well-being of residents and carers. Be accountable for own practice and take every reasonable opportunity to sustain and improve knowledge and professional competence. Advocate and promote self-advocacy for service users/carers. 8. COMMUNICATION AND WORKING RELATIONSHIPS Communicate effectively with other members of the service pertaining the assessment, care plan, risk factors, relapse signature, sign of deterioration in service user's mental and physical conditions. Ensure that information of a sensitive and contentious content is handled with professionalism and communicated appropriately to clearly identified persons. Respond to emergency situations in a clear and supportive manner showing sensitivity and direction at all times. 9. CONFIDENTIALITY In the course of your employment you will handle confidential personal information You must not read, discuss, disclose or pass on confidential information unless it is necessary in the pursuance of your legitimate duties. Unauthorized disclosure of such information will be treated as a serious disciplinary matter. In addition it is important that you realize that if this confidentiality is breached, this may result in civil proceedings or a criminal prosecution. 10. HEALTH AND SAFETY . click apply for full job details
Senior Social Work Practitioner GRADE: ME13with London Weighting and two increments for AMHP work DIRECTORATE: Adult Social Care Integrated Care & Public Health HOURS OF WORK: 35 RESPONSIBLE TO: Team Manager (LINE MANAGER) ACCOUNTABLE TO: Service Manager Head of Service, Mental Health RESPONSIBLE FOR: Social Work Staff, Support Workers, students or trainees as required LIAISES WITH: Multi Professionals, including in the Mental Health Trust - Inpatient and Community Services. Housing, Public Health. Adult, Older People and Children's Social Care and Health Services. Primary and Secondary Care Services. Statutory and non- Statutory Services OVERVIEW OF THE POST To provide advice consultation and professional supervision to a group of specialist mental health social care staff To be a lead practitioner in the team, ensuring the provision of a high quality and safe specialist mental health service to the defined service user group. The post holder will be expected to deliver a range of evidence-based interventions which will promote strengths base approach, social inclusion for this group of service users, who Experience low, moderate or severe or mental health issues. The post holder will work in partnership with a range of other services which may include EIS, Home Treatment Teams, Integrated Recovery Hubs Older People, Integrated Recovery Hubs (IRH), Acute, Inpatients Services, Voluntary and independent and community services. The principal purpose is to provide a person cantered approach, focusing on Strength, ability, and the resident existing networks The senior will be relied on to lead by example The Postholder will practice to the Department Social Work Model and guide colleagues in the team in this framework The post holder will work within the safeguarding adults and safeguarding children frameworks across the London Borough of Merton Able to act consistent with the Values of the Council KEY TASKS AND RESPONSIBILITIES Foster recovery through empowerment of Residents and carers by involving them in the planning of their care Establishing and maintaining consistent supportive relationships, which encourages increased self-determination and responsibility for service users and their care. Offer a range of evidence-based interventions and risk management approaches enabling the residents and carers to reduce and manage symptoms and high-risk behaviour. Offer practice guidance to colleagues in the team Be proactive, innovative and creative in delivering care, enabling the facilitation of service user's recovery. Engage residents and carers in relapse prevention and crisis planning providing intervention that maximize the ability to resolve crisis and prevent hospitalization. Support early discharge from both inpatient and Home Treatment Team by providing regular, formal reviews. Deliver a collaborative and responsive service through practice that is dictated by service users/carers intelligence and experience of their own situation . Display expertise in understanding and applying Social Care, Mental Health, Mental Capacity legislation and guidance. Display awareness of the wider range of Social Care legislation and policy, Be creative in ensuring information and advice is delivered in manner that will be receptive to others Act as Case Manager to a defined caseload of service users. Respond swiftly to crisis, providing intervention to prevent admission. Work closely with Carers. Ability to act independently carrying out function on the team's Duty system while also seeking to consult with seniors as required Recognize racial, cultural, sexual preference and linguistic differences. Ensure that record keeping/documentation reflects, prescribed departmental expectation. Maximize the use of resources within the team and available in the community. Have an understanding and work with the mental Health trust and Integrated Commissioning Board. Carry out the responsibility of being part of the Lead group in the service Ensure that care and support plans are reviewed and updated to take into account of the most recent information regarding Residents and Carer needs. It should reflect their views, their voice . Undertake risk assessment/management and positive risk taking by developing genuine interventions with those you are working with Carry out SAM or Enquiry Officer Duty under Safeguarding procedures, as appropriate Ensure activity/contact is entered promptly on Mosaic, conforming with Department Recording requirement. Provide carers assessment and care plans or support their production Work with Brokerage, mental health Social Work Service process to implement Care Packages, including personalised budgets, in the community. Knowledgeable about financial implications of the Care Act 2014, and Departmental policy and procedure arising from this Guide colleagues to ensure discussion regards Financial implication of the Cre Act are discussed with residents and Carers 3. KEY RELATIONSHIPS Maintain professional relationships with other agencies, e.g.,; Neighbourhood Services, Police, Probation Service, Education, Advocacy, PALS, Benefits and Voluntary Services to ensure provision of a quality package of care and service delivery for the service users and their carers. 4. SERVICE DEVELOPMENT AND DELIVERY Participate in service development and partake in the evaluation of the quality of service delivery. Support and facilitate initiative in developing service user's participation groups. Assist in planning, undertaking and evaluating specific projects related to clinical practice within the community. 5. MANAGEMENT/ AUDIT Implement and participate in orientation and local induction programmes for staff. Achieve and demonstrate agreed standards of personal and professional development within the agreed time scale. Participate in research, audit reviews and other initiatives in accordance to expected Governance. Be responsible for ensuring that accurate records are kept in accordance with Council policies and legal requirements. Report all complaints and or incidents in accordance with Local Authority procedures and ensure that the line manager is informed. Actively contribute to the development and review of policies and procedures based upon best practice. 6. TRAINING Ensure that own knowledge and skills are constantly updated. Attain appropriate levels of computer literacy Facilitate students achieving their competencies relevant to their outcome. Attend mandatory training as outlined by Trust policies. Undertake training as necessary in line with the development of the post, through continuous Professional Development Be an approved mental health practitioner, providing assessments as required by the mental health act. Or willingness to undertake AMHP training if required Undertake SAM training and practice as a SAM 7. PROFESSIONAL To participate in the AMHP Duty rota, providing a source of support and advice to those undertaking duties under the Mental Health Act 1983, and to provide specialist cover as necessary. Have a working knowledge of current appropriate legislations - The Children's Act, Care Act (2014), Carers legislation and the Mental Health Act (1983) and other relevant legislation. Be aware of and adhere to Local Authority procedures. Set own objectives through Appraisal, work towards achieving these Deliver and engage in regular professional supervision. Adhere to and work within the guidelines of own professional code of practice. Maintain registration of care profession and membership in relation to the relevant professional qualification Act as a positive role model for colleagues. Ensure that full regard is taken of the dignity, individuality and well-being of residents and carers. Be accountable for own practice and take every reasonable opportunity to sustain and improve knowledge and professional competence. Advocate and promote self-advocacy for service users/carers. 8. COMMUNICATION AND WORKING RELATIONSHIPS Communicate effectively with other members of the service pertaining the assessment, care plan, risk factors, relapse signature, sign of deterioration in service user's mental and physical conditions. Ensure that information of a sensitive and contentious content is handled with professionalism and communicated appropriately to clearly identified persons. Respond to emergency situations in a clear and supportive manner showing sensitivity and direction at all times. 9. CONFIDENTIALITY In the course of your employment you will handle confidential personal information You must not read, discuss, disclose or pass on confidential information unless it is necessary in the pursuance of your legitimate duties. Unauthorized disclosure of such information will be treated as a serious disciplinary matter. In addition it is important that you realize that if this confidentiality is breached, this may result in civil proceedings or a criminal prosecution. 10. HEALTH AND SAFETY . click apply for full job details
Colbern Limited
Islington, London
Complaints Officer Islington Contract £26.26 per hour PAYE or £34.29 per hour limited paid via umbrella company inside IR35 Our client is looking for an experienced is looking for a Complaints Officer Almost exclusively home based. Occasional office attendance required for training/meetings. This is one of many roles we are recruiting for please visit our website colbernlimited co uk Key responsibilities • To manage and respond to stage 1 complaints relating to Housing services, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented. • To provide comprehensive resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats. • To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the service area that result in complaints, ensuring the learning from complaints is used to support a cycle of continuous improvement. Principal accountabilities • To investigate and respond to stage 1 complaints relating to Housing services, in line with current legislation and council policy. • As directed, to investigate stage 1 and other complaints and enquires received by the Service area, providing detailed and comprehensive responses within the council s timescales. In addition, to make recommendations to resolve matters and support service development. • To assess all types and stages of complaints in accordance with the work allocated and input, maintain accurate records on the council's Complaints system. • To identify and provide professional advice on issues relating to service delivery, policy and/or procedures. Where there is a particular cause for concern produce reports for Senior Managers. • To assist Senior Management in ensuring the upkeep of and compliance to the council's Complaints Policy and Unreasonable Behaviour Policy and to endorse policies and information provided by the Local Government & Social Care Ombudsman and Housing Ombudsman. • To undertake an ongoing analysis of trends patterns in terms of the complaints received and the outcomes and ensure this is reported to Senior Management in order that lessons are learned that may identify necessary improvements to working practices within the Service area and the wider council and partner organisations. • To be responsible for providing complaints data and updating information for the service area, corporate reports and for the contribution to any ad hoc reports as directed by the Senior Managers. • To work with internal and external individual complaint leads, departments and service areas to ensure that effective organisational learning takes place as a result of customer complaints, comments and other feedback, including the results of customer consultation surveys. • To maintain an up to date and in-depth knowledge of the statutory functions and services including legislative and policy provided across the Service area and the wider council with the ability to interpret and convey this to the public, officers councillors the Local Government & Social Care Ombudsman and Housing Ombudsman as necessary. • To keep abreast of new developments and changes in the Service area and wider council and be aware of best practice amongst other local authorities and the service sector generally and share any relevant information using our internal and external lines of communication including the council s web pages. • To undertake other duties commensurate to the grade of the post. Essential criteria At least 18 months experience of dealing with complaints, member s enquiries and customer enquiries in a local authority or social housing environment. At least one year s experience of producing written correspondence to service users, their advocates and other agencies. Experience of identifying learning and trends in relation to complaints and producing written reports Ability to quality check investigations and responses to complaints and other representations from members of the public and elected members (councillors) ensuring they are dealt with sensitively, fairly and effectively. Highly customer focused with a commitment to providing quality customer service. Ability to carry out effective liaison and, where appropriate, mediation between Homes and Neighbourhoods staff and members of the public in order to achieve the early resolution of complaints. Good knowledge of housing legislation, working practices and procedures, and the ability to recommend solutions within accepted practices. A good working knowledge of the Data Protection Act 2018 A strong and demonstrable commitment to meeting deadlines, delivering KPIs and raising compliance. Good communication and inter-personal skills including the ability to communicate effectively and confidently with officers, councillors and the public. Ability to negotiate and influence teams and service managers in the timely resolution of complaints Ability to prioritise correspondence and contacts to ensure urgent matters are dealt with appropriately. Ability to set up and maintain systems to enable the service to monitor the progress of complaints and performance in relations to achieving statutory and internal performance requirements and timescales. A good level of IT competence including familiarity with Microsoft Word, Excel and Outlook. Good analytical skills and the ability to produce written reports for a wide range of audiences, including members and senior officers. Excellent attention to detail and the ability to follow complex processes accurately. Ability to identify areas for service development or improvement and the ability to contribute to and participate in service and policy development. Good organisational skills and the ability to work under pressure and meet deadlines as part of a team and independently. PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer
Complaints Officer Islington Contract £26.26 per hour PAYE or £34.29 per hour limited paid via umbrella company inside IR35 Our client is looking for an experienced is looking for a Complaints Officer Almost exclusively home based. Occasional office attendance required for training/meetings. This is one of many roles we are recruiting for please visit our website colbernlimited co uk Key responsibilities • To manage and respond to stage 1 complaints relating to Housing services, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented. • To provide comprehensive resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats. • To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the service area that result in complaints, ensuring the learning from complaints is used to support a cycle of continuous improvement. Principal accountabilities • To investigate and respond to stage 1 complaints relating to Housing services, in line with current legislation and council policy. • As directed, to investigate stage 1 and other complaints and enquires received by the Service area, providing detailed and comprehensive responses within the council s timescales. In addition, to make recommendations to resolve matters and support service development. • To assess all types and stages of complaints in accordance with the work allocated and input, maintain accurate records on the council's Complaints system. • To identify and provide professional advice on issues relating to service delivery, policy and/or procedures. Where there is a particular cause for concern produce reports for Senior Managers. • To assist Senior Management in ensuring the upkeep of and compliance to the council's Complaints Policy and Unreasonable Behaviour Policy and to endorse policies and information provided by the Local Government & Social Care Ombudsman and Housing Ombudsman. • To undertake an ongoing analysis of trends patterns in terms of the complaints received and the outcomes and ensure this is reported to Senior Management in order that lessons are learned that may identify necessary improvements to working practices within the Service area and the wider council and partner organisations. • To be responsible for providing complaints data and updating information for the service area, corporate reports and for the contribution to any ad hoc reports as directed by the Senior Managers. • To work with internal and external individual complaint leads, departments and service areas to ensure that effective organisational learning takes place as a result of customer complaints, comments and other feedback, including the results of customer consultation surveys. • To maintain an up to date and in-depth knowledge of the statutory functions and services including legislative and policy provided across the Service area and the wider council with the ability to interpret and convey this to the public, officers councillors the Local Government & Social Care Ombudsman and Housing Ombudsman as necessary. • To keep abreast of new developments and changes in the Service area and wider council and be aware of best practice amongst other local authorities and the service sector generally and share any relevant information using our internal and external lines of communication including the council s web pages. • To undertake other duties commensurate to the grade of the post. Essential criteria At least 18 months experience of dealing with complaints, member s enquiries and customer enquiries in a local authority or social housing environment. At least one year s experience of producing written correspondence to service users, their advocates and other agencies. Experience of identifying learning and trends in relation to complaints and producing written reports Ability to quality check investigations and responses to complaints and other representations from members of the public and elected members (councillors) ensuring they are dealt with sensitively, fairly and effectively. Highly customer focused with a commitment to providing quality customer service. Ability to carry out effective liaison and, where appropriate, mediation between Homes and Neighbourhoods staff and members of the public in order to achieve the early resolution of complaints. Good knowledge of housing legislation, working practices and procedures, and the ability to recommend solutions within accepted practices. A good working knowledge of the Data Protection Act 2018 A strong and demonstrable commitment to meeting deadlines, delivering KPIs and raising compliance. Good communication and inter-personal skills including the ability to communicate effectively and confidently with officers, councillors and the public. Ability to negotiate and influence teams and service managers in the timely resolution of complaints Ability to prioritise correspondence and contacts to ensure urgent matters are dealt with appropriately. Ability to set up and maintain systems to enable the service to monitor the progress of complaints and performance in relations to achieving statutory and internal performance requirements and timescales. A good level of IT competence including familiarity with Microsoft Word, Excel and Outlook. Good analytical skills and the ability to produce written reports for a wide range of audiences, including members and senior officers. Excellent attention to detail and the ability to follow complex processes accurately. Ability to identify areas for service development or improvement and the ability to contribute to and participate in service and policy development. Good organisational skills and the ability to work under pressure and meet deadlines as part of a team and independently. PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer
