Complex Needs Recovery Worker - Focus Service

Social Interest Group
Lambeth, London
21 Jul 2017
20 Aug 2017
Contract Type
Full Time

Job Title: Complex Needs Recovery Worker

Reports to: Team Leader/Service Manager

Location:Lambeth, London

Salary:£22,865 pa

Closing Date: 1 August 2017

Service Details:

This service is a resettlement support service for men with a mental health illness, history of offending and complex needs. The service is based in Lambeth across five sites offering three tiers of support depending on customer need.

Job Purpose:

To successfully rehabilitate and reintegrate Service Users back into the community.

To provide pathways, support and appropriate interventions that will enable successful resettlements.

To work with external partners, agencies and commissioners to achieve the desired outcomes of the service providing safer more integrated communities for all stakeholders.

To provide cover to the service at night; ensuring the safety of the residents and the building.

Key Areas of Responsibilities:


  • Responsible for interviewing potential service users to assess their suitability and identify potential risks.

  • Liaise with referral agencies and ensuring that vacancies are filled within an appropriate time scales and in-line with Penrose’s Referral Policy and void targets are met.

  • Ensure that service users are aware of their rights and responsibilities regarding welfare and benefits.

  • Act as the primary CNRW or Link Worker to named service users as designated by your line-manager

  • Plan and co-ordinate individual recovery and resettlement packages for the Service User liaising with the appropriate agencies and care professionals to ensure successful delivery of the plans.

  • Constantly ensure there is genuine engagement with the Service users using appropriate methodologies and inventions to encourage and support their engagement and progress towards greater independence and community integration.

  • Encourage service users to participate in the running and development of Service / Social Enterprise initiatives, training interventions, volunteering or work experience within Penrose

  • Provide / arrange for various advice, advocacy and or information to service users in relation to physical health matters, substance misuse welfare benefits, education, employment and training, life skills and any other identified support needs

  • To positively respond to service users who may need assistance at night, with the support of the on-call manager if necessary in emergencies.

  • Dealing with any disputes or emergencies.

  • Having an understanding of the needs of the client group and working in an understanding and flexible manner using assessment and evaluation skills.

  • Updating service user files with relevant information.

  • Ensure that at all times, work is conducted within the policy and procedural framework established. Ensuring full up to date knowledge and understanding of policies, procedures and legislation at all times.


  • To assist the Service Manager in managing health & safety, maintenance, rent/charges collection, arrears and void control, across the team

  • Sign up new service users with appropriate Tenancy Agreement following correct procedures. Assist them to take up occupancy of their room and provide them with induction, including information on the conditions of their tenancy, tenant’s charter, Penrose policies and procedures and relevant local information in consultation with RSL’s.

  • Ensure that service users understand their rights and responsibilities regarding welfare benefits, and assist them in making their claims in order to maximise their income.

  • Ensure that adequate records are kept of any action taken regarding a tenant’s breach of agreement. In particular, to monitor the payment of rents, and to avoid and recover rent and service charge arrears.

  • Assist service users with arrangements for moving into the property, ensuring benefits are applied for, utilities connected, maintenance problems resolved and that the property is properly furnished

  • Carry out pre-void inspections of Penrose properties making arrangements with service users for replacement or repair of Penrose property.


  • Develop and maintain good community relationships within the local community, particularly with direct neighbours and other interested parties.

  • Liaise with other agencies, ensuring that access to services is maintained and that information is accurately and promptly communicated to other relevant professionals and carers as directed by policy and good practice.


  • To complete reports (either electronically or written), including service user’s support plans, case notes and other documentation for managers, members of the management board and other agencies, as directed by your line manager in a timely and accurate manner and in accordance with policy and procedure

  • Collect and monitor payments of rents and service charges, deal with service users that are in arrears whilst liaising with housing benefit and DSS concerning direct pay

  • To follow and adhere and ensure up to date knowledge to all Penrose’s policies, procedures and rules at all times

  • When requested to provide guidance and support to relevant workers, such as volunteers, students, etc., in line with the relevant policy and procedure.

  • Attend internal and external meetings and training as directed by your line manager

  • Any other general administrative tasks to be completed ad hoc as requested by the management team.


    24 hour 7 day week rota. All staff work day and night.

    For full job description and application form go to the Penrose website