281 Advice centre manager jobs

 Job Purpose:

This role delivers KiP’s outreach service, working in partnership with Stay to provide a planned, person-centred response for people who are rough sleeping, or at immediate risk of rough sleeping, across Telford and Wrekin. The postholder will undertake verification and engagement, build trusted relationships, provide practical support, complete agreed follow-up and help people access KiP day services, accommodation, health, welfare and wider support pathways.

Key Responsibilities:

Outreach, Engagement and Relationship-Building

• Provide planned outreach to people who are rough sleeping, or at immediate risk of rough sleeping, including people identified through the Rough Sleeper Task Force.

• Build trusted, professional relationships through consistent engagement, welfare checks, practical help and a non-judgemental approach.

• Undertake outreach where people are staying, sleeping or placed, offering advice and support to prevent rough sleeping wherever possible.

• Support people who decline accommodation or other services by providing clear information, reducing immediate harm where possible and maintaining appropriate engagement.

Rough Sleeper Verification and Local Response

• Identify and verify people sleeping rough through appropriate evidence and provide timely updates to Telford & Wrekin Council and relevant partners on whereabouts, risks, current circumstances, outcomes and follow-up actions.

• Carry out planned early morning verification and regular checks across the borough to identify people sleeping rough, including those not already known to services.

• Participate in street counts, audits and hotspot intelligence gathering as required.

• Share relevant case information through agreed processes, including the Rough Sleeper Task Force where appropriate.

• Work flexibly across Telford and Wrekin, providing cover across localities where practical and safe.

Assessment, Support and Pathways

• Identify each person’s immediate accommodation, welfare and safety needs, including risks, strengths and priorities.

• Support people to access emergency, temporary, supported or other suitable accommodation, and consider safe alternatives to rough sleeping where appropriate.

• Provide practical support with appointments, welfare benefits, identification, emergency items and other agreed actions.

• Identify whether specialist advice or referral is needed in relation to benefits, immigration, nationality status, health, mental health, substance use or other support needs.

• Advocate for people and, where appropriate, accompany them to appointments linked to agreed outcomes.

• Enable people to access KiP day services, Stay services and wider statutory, voluntary and community support.

Partnership Working and Coordination

• Work closely with the Stay Outreach Coordinator and other partners to support clear planning, handovers, continuity and reduced duplication.

• Participate in the shared early morning verification plan across Telford and Wrekin and provide cover where practical and safe.

• Take lead responsibility for agreed localities or follow-up activity while remaining flexible to work across the borough when required.

• Share relevant risk information, support plans, referrals and case updates through agreed systems and remain responsible for recording own activity.

• Provide accurate information and service data to support agreed monthly and quarterly reporting.

• Attend supervision, case discussion, wellbeing or reflective check-ins arranged by KiP and the partnership.

• Work collaboratively with Telford & Wrekin Council Housing, Housing Solutions, EDT, police, hospitals, emergency and temporary accommodation providers, community organisations and other agreed partners.

• Use agreed referral, triage and handover arrangements so each person has a clear pathway, follow-up plan or onward support where further or specialist help is required.

• Build effective links with services responding to exploitation, offending, community safety and other risks affecting people on the street.

• Respond with partners to identified hotspots, community concerns and street activity while protecting the rights and dignity of people who are rough sleeping.

• Promote accurate understanding of the outreach offer and challenge stigma or negative perceptions surrounding homelessness through partnership working.

Recording, Safeguarding and Safe Practice

• Maintain accurate, timely and confidential records of contacts, verification, risks, referrals, support, outcomes and follow-up using In-Form or other agreed systems.

• Share relevant risk information, support updates and case information through agreed lawful processes and in line with confidentiality, consent and UK GDPR requirements.

• Recognise, respond to and report safeguarding concerns in line with organisational and multi-agency procedures.

• Complete and follow dynamic and documented risk assessments, lone-working, check-in, incident reporting, personal safety and escalation procedures.

• Contribute information about patterns of need, emerging risks and gaps in provision to support service planning and commissioning.

• Maintain appropriate outreach resources and emergency supplies, checking and replenishing items within the agreed budget and in line with service procedures.

General Responsibilities

• Contribute to KiP’s objectives and operational plans.

• Maintain professional boundaries and confidentiality at all times, upholding KiP’s values and ethos.

• Maintain and enhance internal and external working relationships.

• Adhere to all UK GDPR requirements and organisational privacy protocols to safeguard the personal data of people using services, colleagues and partners.

• Follow KiP’s policies and procedures and maintain good practice.

• Proactively uphold safeguarding policies and procedures, identify potential risks and follow established reporting arrangements.

• Participate in team meetings, training, supervision and appraisals as required.

• Take reasonable care of personal health and safety and that of others who may be affected by the postholder’s actions.

• Actively promote equality, diversity and inclusion and help ensure services are relevant and accessible.

• Undertake any other duties reasonably required within the scope of the role.