Book Title: 20 TO ONE: 20 housing positions - the ultimate job hunter’s companion By Professor Kenneth Agyekum-Kwatiah Published 2016
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FLOATING SUPPORT WORKER Floating Support Patchwork Community Housing Association
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PERSON SPECIFICATION: FLOATING SUPPORT WORKER RESPONSE Experience
At least 1 year’s experience of working with vulnerable people helping them to maximise their independence
I have worked with vulnerable people for over 5 years: Caretaker (Newham Council, 1.5 years), Support Worker (Refugee Council, 2 years), and Hostel Assistant (Centre point, 2 years). In all these positions I worked with vulnerable people with general problems including lack of independent skills, benefit claims, inability to access services and rent payment. Experience of Care and Support Planning
When I worked as a Support Worker I keyworked 12 clients and was responsible for planning their support needs. Using support needs indicators from referral agencies and information provided by clients, I assisted them to identify their problems and plan for each one of them. The plan contained strategies, goals and objectives (which may be long or short term). It also identified roles for clients, the keyworker, and external agencies, as well as expected time limits for achievements. Clients did not always comply with their plans. This was due mainly to changing need levels and health problems. I had to be patient and empathise with them and this eventually proved very helpful. Experience of working with external agencies
My experience working with vulnerable people brought me in contact with welfare benefit officers, jobcentre staff, local authority
Professor Kenneth Agyekum-Kwatiah
Book Title: 20 TO ONE: 20 housing positions - the ultimate job hunter’s companion By Professor Kenneth Agyekum-Kwatiah Published 2016
housing relocation teams, and Rent Officers of Social Landlords. I attended eviction hearings in various courts to make support statement. I also attended review meetings, case conferences and CPA (Care Programme Approach) meetings. As a Caretaker, I dealt with Suppliers and Contractors. As a Hostel Assistant, I led in completing initial referral interviews jointly with external referral agencies. Currently, I represent my team on the local mental health initiative scheme which aims to develop valuable resource database for the socially excluded. Knowledge and understanding
Knowledge of range of support and care interventions aimed at maximising independence
The crisis intervention team are able to provide initial assessment and referral services to clients in crisis. CPA reviews are arranged to ensure that support/care packages are in line with identified needs. Approved Social Workers are able to complete sectioning procedures when a person’s state of health presents danger to himself or others. Clients may experience relapse and become unable to manage tenancy. In this case, they may gain priority for rehousing into a more suitable form of accommodation (under the homelessness Act 2002). An occupational therapist can facilitate the acquisition of e.g. wheelchairs, handrails, shower, hoist, etc. This enables vulnerable people to remain living in social housing for a long time. Knowledge of Welfare Benefit
Most vulnerable people will qualify for applicable amounts which are usually paid as Income Support, Job Seekers Allowance (JSA) or Incapacity Benefit. These low-income benefits qualify claimants to access a whole lot more including Housing Benefit, Council Tax Benefit, and NHS prescriptions. A range of benefits forming The Social Fund are also available for most people on welfare benefit. The Community Care Grant provides help with e.g. setting up a home: Budgeting Loan is help for meeting expenses arising from exceptional pressures: Crisis Loans provide help in emergencies. In April 2002 the Child Tax Credit and the Working Tax Credit was
Professor Kenneth Agyekum-Kwatiah
Book Title: 20 TO ONE: 20 housing positions - the ultimate job hunter’s companion By Professor Kenneth Agyekum-Kwatiah Published 2016
introduced to give further assistance to working parents and those with children Commitment to and understanding of working within an equal opportunities framework
Everyone regardless of their background, nationality, race or culture deserves to be treated fairly, and respectfully. Other grounds where discrimination can occur include gender, sexual orientation, colour, age, and disability. Harassment and discrimination produce bitterness, and conflicts. It results in stressful relationships, affect team performance, and consequently the quality of service delivered to clients. Everyone must be aided to develop themselves through e.g. equal access. Representations on Working parties/groups must be balanced to allow minority groups to influence services. Empowerment and rights (whether legal, moral or implied) enforcement helps challenge bullying and segregation. Skills and Abilities
Excellent communication and interpersonal skills
My communication skills include listening, presentation, and analytical. To encourage effective client engagement I ensure clarity and also that I am patient and tolerant. I avoid jargons, show understanding and empathy. Interpreters may be required (e.g. when dealing with some refugees). In my role as a Caretaker I discovered that vulnerable people find it easier to engage if you approach them first and show interest in their wellbeing. Interpersonal skills require openness, willingness to listen, sharing and receiving from others. Showing interest in my clients (e.g. going out of my way) made them feel valued and special. Consequently even the difficult and isolated ones began to open up. They found me friendly courteous, polite and respectful regardless of their status or background.
Ability to assess clients’ support needs
Professor Kenneth Agyekum-Kwatiah
Book Title: 20 TO ONE: 20 housing positions - the ultimate job hunter’s companion By Professor Kenneth Agyekum-Kwatiah Published 2016
Effective needs assessment require good listening, observation, and using third party (e.g. ex-service users) information. It is important that clients feel respected and valued regardless of their background. This helps ease up tension and encourage participation. In my current job, I take time to explain objectives of the exercise address confidentiality and offer my clients opportunity to discuss concerns. Areas that may be assessed when working with vulnerable people may include housing, education, employment /training and emotional/cultural needs. Before each meeting, I read through referral/old notes. This enables me to prepare well; for example, I am able to address issues of priority, arrange for interpreters (where necessary) and provide feedback on previous issues. Good care and support planning skills
The needs of clients can be many. Support plans map out how needs can be met. This requires a thorough discussion of the identified problems and goals after which agreement can be reached on solutions. External agencies whose services are relevant can also be identified as part of the plan. My skills include processing, negotiation, decision making and communication. I would ensure that clients are fully involved, understand the exercise and have opportunity to discuss issues of interest to them. This helps them to gain insight into their own problems and how to overcome them. Ensuring that goals are realistic and achievable helps to avoid despair from failed achievements. Because needs are constantly changing support plans would require regular reviews to ensure that they are relevant and useful at all times. Ability to motivate vulnerable people
A combination of problems (e.g. communication, low self-esteem, and boredom) results in despair amongst most vulnerable people. Repeated failures, abuse and loss of confidence makes people give up trying. All of these can lead to a feeling of inferiority. In my experience most vulnerable people respond to recognition. They want to feel accepted and respected for who they are. Positive feedback can motivate, but negative ones require tactfulness and must be
Professor Kenneth Agyekum-Kwatiah
Book Title: 20 TO ONE: 20 housing positions - the ultimate job hunter’s companion By Professor Kenneth Agyekum-Kwatiah Published 2016
handled sensitively. Good listening and going out of your way can make people feel special. In my keywork role, I make it a priority telling clients that I have genuine interest in seeing them achieve their objective. I encourage them to assess their own achievement and use this as a source of motivation. Ability to liaise effectively with external agencies
External agencies play important role in meeting the support needs of vulnerable people. Their services are mostly identified during planning as they help clients to achieve their goals and objectives. Such important impute must be valued. They must be supported and respected for their contribution. When conflicts arise I aim to resolve them without delay so as to avoid disservice to clients. I have learnt (from my previous experience) to ensure effective communication with external agencies at all time. This helps to maintain good service levels. Boundaries, roles and responsibilities must be clear from the beginning. This minimises conflicts, and clients are able to enjoy good quality service from outside my organisation. Good written skills
Meanings can be easily confused especially when dealing with vulnerable people. When I write to my clients I ensure that the matter is summarised at the start and always conclude by stating how they can obtain further assistance. For purpose of clarity and ease of understanding, I use plain English. I choose my font types and sizes carefully. Bullet points, for instance, can be used to make clear main points. This way it is easier to read. Long sentences, spelling errors, and poor presentation make reading difficult. References (e.g. to clients files) can be made where e.g. elaborate information is necessary. Excellent negotiation skills
My strengths in negotiation have resulted from skills like effective communication, good analysis and assessment. I have the ability to engage people, listen well and to make decisions after considering all the facts available. In my dealings with vulnerable
Professor Kenneth Agyekum-Kwatiah
Book Title: 20 TO ONE: 20 housing positions - the ultimate job hunter’s companion By Professor Kenneth Agyekum-Kwatiah Published 2016
people, I am flexible in my expectations. This means I am able to exercise empathy, patience and show understanding when agreeing on how to assist them. With external agencies, I aim for a win-win situation whilst ensuring that my clients’ interest and wellbeing is not compromised. I am always mindful about matters that may conflict with my organisation's policies and procedures Ability to prioritise own workload
In order to achieve targets in my job, I start each day with a diarised check list. Matters of priority may include emergencies concerning health and safety, and evictions. They may also originate from organisational or departmental objectives. In my experience workload associated with high risk, or requiring high degree of sensitivity will usually attract priority. As a Support Worker, I performed weekly audits on my tasks to ensure that the most important ones are attended to without delay.
Professor Kenneth Agyekum-Kwatiah