Befriending service project worker jobs

Personal Independence Coordinator Team Leader Salary £31,489 Full Time 35 hours per week

Do you want a job that makes a positive difference in people’s lives?

Age UK Croydon’s very successful PIC service for older people in Croydon is recruiting for a new Personal Independence Coordinator Team Leader.

PICs work alongside health and care professionals, adopting a multidisciplinary approach to working with people who have long term health and social care needs. The PICs provide critical links between formal health and social care services and the wider community support networks.

If you are passionate about making a difference to the lives of people in the community, and those who care for them and want to contribute to an organisation which is continuously striving to improve, then we would love to hear from you.

We are committed to providing a flexible and productive working environment for all employees. Evolving technology and communication platforms enable employees to work in new and different ways, where we can meet our stakeholder needs and continue to deliver against our charitable objectives. We recognise the importance of supporting employees to have greater personal choice and maintain a healthier work/life balance.

Full training will be provided; the important qualities we are looking for are:

 Excellent communication and listening skills

 A positive attitude and the ability to problem solve

 A cheerful, friendly and outgoing personality

 The ability to work flexibly, alone and as part of a team

Closing date for applications: 9am Wednesday 12th November

Interview Dates: Tuesday 18th November 2025

Job Purpose 

The weekend Home & Settle Project Officer is responsible for responding to referrals received over the weekend from both Royal London Hospital & Homerton Healthcare NHS Foundation Trust. You will work with the manager on Friday to deliver services and plan visits on the weekend for you to attend.  

The service supports people returning after a stay in hospital, helping them to settle back at home, regain confidence and support with some practical tasks, e.g. shopping/cleaning.  You will manage referrals, carry out assessments, and in liaison with the manager, allocate service users to Discharge and Settle Worker caseloads. You will provide direct frontline support and co-ordinate visits to the service users’ home in preparation for their return home. You will work collaboratively to lead and manage the weekend service to support the smooth transition from hospital to home for service users.  The service is time limited, up to 4 or 6 weeks, to adjust, build confidence, and settle back in their homes. 

Key Tasks 

• Act as the first point of contact for all referrals over the weekend across both hospitals. 

• Meet with patients in the community and/or hospital and carrying out assessments and risk assessments.

• Enter referrals on to AUKEL’s case management system (currently Charity Log) in accordance with GDPR guidelines. 

• Allocate referrals to Discharge and Settle workers (in the week) using tech available (currently the Call Round App), training will be available. 

• Collect feedback from service users and upload to case management system. 

• Prepare and keep stock of AUKEL Welcome Packs and service leaflets. 

• Deputise for the manger at discharge planning and other meetings as required. 

• Support hospitals to improve the patient’s experience of the discharge process. 

• Monitor the case loads of each of the Discharge and Settle workers (DSW) to ensure they are evenly and fairly balanced. 

• Work collaboratively with other agencies providing support services. 

• Work with people with a range of needs, dealing with issues ranging from social isolation and keeping people engaged in their community, to preventing unnecessary readmission to hospital. 

• Plan and develop person centred interventions to provide short term support for people after hospital discharge. 

• Deliver the front-line support services over the weekend

• Provide occasional cover for the A/L of other Project Officers

• Work with people with a range of needs, dealing with issues ranging from social isolation and keeping people engaged in their community, to preventing unnecessary admission to hospital. 

• Supervise, support and develop DSWs and volunteers in your service. 

• Liaise with the handyperson service about referrals and jobs for service users. 

• Ensure DSW are resourced to sign post service users to other services when the home and settle service intervention ends. 

• Arranging access visits to service user’s homes. 

Administration 

• Keep AUKEL’s case management system up to date, input all data, and ensure all referrals, interventions, time spent with service users are recorded. 

• Allocate referrals to DSW using tech available (currently - Charity Log ‘Call Round’ App). 

• Ensure wards have good supply of service leaflets and referral forms. 

• Ensure data collected meets the requirements of the service’s contract monitoring and key performance indicators. 

• Ensure customer feedback questionnaires are sent at the end of each intervention and record returns. 

• Ensure admin tasks relating to service users, Discharge and Settle workers or general admin is carried out in a timely and efficient manner.

• Provide cover as needed, i.e. annual leave and sickness, for the services you manage, and other hospital settle services provided by AUKEL 

• Carry out monitoring of the service ensuring it meets the contractual requirements of commissioners. 

Quality  

• Be familiar with and to implement AUKEL policies and procedures. 

• Ensure the service is delivered in accordance with Care Quality Commission fundamental standards. 

• Ensure integration with other AUKEL projects, and service users are referred and/or sign-posted to appropriate support services available to them. 

• Respond to safeguarding or other concerns and make appropriate reports and management action 

Liaison 

• Represent AUKEL and participate in appropriate external meetings and events to remain aware of local, regional and national issues affecting quality and compliance affecting care and home support services. 

• Work in collaboration with hospital colleagues including discharge teams, A&E, ward staff, community teams to support the successful discharge of people and reduce readmission. 

• Liaise with other AUKEL home and settle services across London and work collaboratively to maintain effective services, including sharing staff where appropriate. 

• Work closely with the AUKEL handyperson service to meet contractual obligations where a handyperson service is provided as part of the service. 

• Liaise with contractors to arrange deliveries and works to service user’s homes. 

 General 

• Meet regularly with your line manager for support, supervision and appraisal. 

• Attend team and staff meetings, (and other meetings) as required. 

• Undertake any other duties within the competence of the post holder as may be required from time to time for the continued smooth running of AUKEL. 

• Undertake any training required to fulfil the post. 

• Carry out the duties of the post in accordance with AUKEL’s policies and procedures including: Equal Opportunities, Health & Safety, Confidentiality, Complaints, GDPR, Safeguarding Vulnerable Adults. 

• Work within AUKEL’s expectations of professional boundaries and confidentiality. 

 Functional Links  

• The Home and Settle Project Officer is supervised directly by the Home and Settle Manager. 

• Close working is required with AUKEL Finance Team, Information, Advice, Advocacy & Befriending Services, AUKEL Community services directorate, and other home and settle services across East London.

Person Specification 

Research shows that while middle class white men tend to apply for job when they meet around 60% of the criteria, women, people from the global majority, and people from other marginalised groups that encounter systematic discrimination tend to apply only when they meet all criteria. So, if you think you have what it takes, but don’t meet every single aspect of the job description, please still apply! 

Experience 
Essential 

• Minimum of 2 years’ experience of working within a health or care setting.

• Experience of using IT systems to record work done.

• Experience of supporting colleagues (this could be in a non- managerial position) 

Desirable  

• Experience of working within a hospital setting 

• Experience of managing and developing staff. 

• Experience of working with older people 

• Experience of conducting assessments and risk assessments. 

Knowledge & Understanding 
Essential 

• Understanding of the impact of discrimination and disadvantage on the lives of people and ability to work in a trauma-informed manner.  

• Understanding of the needs of patients who may lack family or other support. 

• Understanding of the needs of lone workers whilst working in the community. 

• Understanding and commitment to safeguarding and promoting the welfare of vulnerable adults and their carers.  

• Understand of and commitment to equity, diversity, inclusion and dignity. 

Desirable  

• Knowledge of CQC fundamental standards 

• Understanding of NHS hospital discharge procedures 

Skills/Attributes
Essential

• Excellent interpersonal skills 

• Excellent verbal and written communication 

• Intermediate IT skills 

• Excellent planning and organisational skills 

• Ability to work calmly under pressure. 

Additional Requirements  

• This post is subject to the relevant check through the Disclosure & Barring Service (DBS) 

• The role is required travel across East London

• Flexibility in working hours to meet organisational needs. 

Additional Information 

• This job description is not intended to be exhaustive, but rather to clearly define the fundamental purpose, responsibilities and deliverables for the role. 

• In addition to the contents of this role description, employees are expected to undertake any and all other reasonable and related tasks allocated by line management. 

Background to the role

Job description

Job Purpose

• The home and settle service works collaboratively with hospitals to support people when they are discharged from hospital to return home. You will provide temporary practical and emotional support to service users within their home and make sure they understand the care and treatment choices available to them. The service is time limited, usually up to 6 weeks, to adjust and settle back in their homes. 

Key Tasks

•  Assess the needs of service users in hospital before discharge, and in their homes, and understand what barriers and enablers there might be to moving home.
• Aid the discharge process and improve patient experience through tasks such as key cutting and co-ordinating with colleagues for the setup of the home environment.
• Provide (and/or arrange) the practical and emotional support needed to enable service users to move home and/or remain safely at home.
• Be vigilant and make referrals/signpost for additional needs that our wider team, or partners can support. E.g. for benefit checks, energy advice, carers support, befriending. 
• Help maximise service user independence by adopting an enabling approach.
• Develop a listening and caring relationship with the service user and their families/carers.
• Provide domestic practical support within the home e.g. light cleaning, washing, ironing (service user clothing only) etc.
• Prepare and service drinks and simple meals with or for the service user customer ensuring nutritional needs are met in accordance with individual support plan.
• Accompany service user outside the home e.g. hospital/GP appointments etc.
• Support customers with other tasks e.g. making telephone calls on their behalf, reading and responding to correspondence, completing simple forms (training will be provided) as directed by the customer etc.
• Ensure services provided by AUKEL in the community are safe and person centred.
• Report safeguarding concerns, in accordance with AUKEL safeguarding procedures.
• Work within AUKEL’s expectations of professional boundaries and confidentiality.
• Provide cover in the case of sickness and annual leave periods of colleagues.
• Support service user reviews, ensuring all visiting information is uploaded on to AUKEL’s organisational case management system.
• Meet with volunteers to provide support and guidance.
• Work with a range of professionals including:
• Supporting health and social care professionals with patient discharge
• Liaising with the Hospital health and social care professionals to facilitate smooth supported discharge.

Administration

• Input all records, reviews, and visiting information to service user’s case notes in a timely manner to maintain up-to-date and accurate records on AUKEL’s case management system (currently Charity Log/Call-round App).
• Report all “no access” failed visits, or changes in service users’ condition or circumstances in accordance with AUKEL’s policies and procedures.
• Ensure service user comment sheets are completed.
• Support the return of Customer Comment sheets and general feedback in respect of your own service users.

Quality

• Ensure services provided in the community are delivered in line with the Care Quality Commission (CQC) principles.
• Deliver all work in line with AUKEL quality mark standards.
• Commit to undertaking the Care Certificate, if not already held or in possession of NVQ level 2.
• Complete essential training as required by AUKEL to provide safe services.

Liaison

• Work in collaboration with other agencies providing support within the customer's home.
• Work under the direction of the service manager and project officers.
• Represent AUKEL and participate in appropriate external meetings and events to remain aware of local, regional, and national issues affecting quality and compliance issues affecting care and home support services. Head of Hospital and Home Services

General

• Meet regularly with your line manager for support, supervision, and appraisal.
• Attend team and staff meetings, (and other meetings) as required.
• Undertake any other duties within the competence of the post holder as may be required from time to time for the continued smooth running of AUKEL.
• Complete any training which is required to fulfil the role.
• Carry out the duties of the post in accordance with AUKEL policies and procedures including Equal Opportunities, Mental Capacity, Deprivation of Liberty, Food Hygiene, Health & Safety, Confidentiality, Complaints, GDPR (General Data Protection Regulation), Safeguarding Vulnerable Adults etc.
• Work within AUKEL’s expectations of professional boundaries and confidentiality

 Functional Links

• The post holder report to the Hospital Service Manager.
• Close working with NHS health & social care professionals.
• Close working with external partner agencies e.g. Age UK Redbridge, Barking & Havering, and Age UK Waltham Forest.
• Close working with AUKEL internal departments e.g. information and advice, advocacy, Take Home & Settle services, and volunteering department etc.

Person Specification

Research shows that while middle class white men tend to apply for job when they meet around 60% of the criteria, women, people from the global majority, and people from other marginalised groups that encounter systematic discrimination tend to apply only when they meet all criteria. So, if you think you have what it takes, but don’t meet every single aspect of the job description, please still apply!

Experience

Essential

• Experience of one-to-one work with vulnerable service users, including those with multiple issues and needs either through paid or unpaid position.

Desirable

• Care Certificate or CQF Diploma NVQ Level 2, or equivalent, in Health & Social Care.
• Experience of working collaboratively with external partners.

Knowledge & Understanding

Essential

• Understanding and commitment to empowering individuals to reach their full potential.
• Understanding the principles of confidentiality in practice.
• Understanding of safeguarding and when to raise a concern.
• ·Understanding of stigma and discrimination, and the impact this has on people’s lives.

Desirable

• Knowledge of local services available to adults and their carers
• Understanding of hospital discharge procedures.

Skills/Attributes

Essential

• Excellent interpersonal skills
• Good English verbal and written communication skills
• Good planning and organisational skills.
• Ability to work independently and as part of a team
• Ability to prioritise and manage time and resources in a competent manner
• IT skills to the level of being able to use Word, email, internet, mobile phone apps and logging information on AUKEL’s CRM
• Can demonstrate AUKEL values (accountable, kind, flexible, inclusive, collaborative) in the way the service is delivered.

Desirable

• Ability to speak community languages e.g. Bengali, Urdu, Punjabi, Turkish etc.
• Able to use Charity Log (CRM used by AUKEL).  Training will be provided as necessary.
• Ability to drive with use of own vehicle (mileage and essential car users will be paid).

Additional Requirements

• This post is subject to the relevant check through the Disclosure & Barring Service (DBS)
• Flexibility in working hours to meet organisational needs.
• The role is required travel across East London