Senior Support Coach

Interpersonnel UK Limited
Maidstone, UK
10 Aug 2019
17 Aug 2019
Contract Type
Full Time
Job Description Maidstone Senior Support Coach: supporting those with criminal convictions

Job location Based at Maidstone Services

Contract Twelve month fixed-term (we would hope to extend if further funding secured)

Hours of Work & Salary Full time (37hrs), Core days Monday-Friday though some flexible working may be required. Salary range: £25,103- £27,286.

Job context

Pathways to Independence is a charity providing accommodation and support to people who have experienced homelessness and multiple disadvantage, enabling them to develop independent and fulfilled lives. Pathways to Independence is committed to becoming a psychologically informed environment; one which considers and responds to, the potential impact of trauma in every area of its service delivery and design. The charity seeks to work to the highest professional standards and with integrity.

We are in the early stages of developing a new service for homeless clients who have criminal convictions and who also need additional support to maintain a tenancy and a pro social lifestyle, away from crime.

In partnership with MBC and other stakeholders throughout Kent & Medway and with the support of the NPS and CRC, we are developing a partnership of stakeholders to provide short term accommodation with support services.

Those with a local connection to Maidstone and specific Kent and Medway stakeholders can apply to be considered for this new service through Maidstone Borough council and applications will be assessed when a space is available.

The primary responsibly of the Maidstone Senior Support Coach will be to provide practical and personal support and guidance to individuals referred to Pathways to Independence through a new partnership board being developed.

Responsible for:

To ensure the smooth daily running of the Maidstone Ex-Offender Hub (approx. 30 clients) at all times and to be first point of contact for all matters relating to the management of the service.

Supervision and coaching of the 2 x Support Coaches, and improving performance.

Managing and Supporting Volunteer Peer Mentors or any Maidstone specific Volunteers and undertaking their inductions.

To support the Head of Support in inducting new Support Coaches.

To lead on managing referrals into the service by working in partnership with a MBC representative.

To work with the 2 x Support Coaches in sharing and conducting assessments for the Maidstone services.

To lead and coordinate the support for an allocated case load of low/medium/high needs residents and place in appropriate Maidstone service through consideration of risk and need, ensuring that appropriate OASYS Risk Assessments or comparable information are collated and used as part of this process. Working proactively and innovatively with individuals who are hard to engage, to create a goals-focussed move-on plan

Working as part of a team responsible for creating a safe environment in which residents who have experienced multiple disadvantage are able to build their confidence and discover opportunities for positive change

Helping to create a safe and psychologically informed environment.

Undertaking a range of procedural and administrative tasks relating to resident work, in line with Pathways to Independence policies and procedures, and in compliance with legal requirements

Ensuring residents can identify and access relevant services. Liaising with other statutory and voluntary agencies to ensure the appropriate support for residents, particularly the NPS and CRC.

Utilise knowledge, skills and experience to recognise difficult or challenging situations, and use appropriate communication skills to influence and bring about positive change to behaviour

The running of the project when on duty, including responding to emerging issues from all residents, contributing to their ongoing support and dealing with incidents.

Key responsibilities:

Lead a support team in providing the conditions where change is possible. This will be achieved by:

Focusing on the strengths and aspirations of residents

Matching residents aspirations to available opportunities

Encouraging self-determination and empowerment

Work with the residents, colleagues and external partners to ensure effective move-on plans are created and worked towards within the designated timeframes

Create a culture of co-production and client involvement in the scheme

To adopt and promote a holistic approach to supporting individuals, seeking and highlighting opportunities for change at the individual and project/organisational level

In conjunction with the Safeguarding Lead ensure that all safeguarding concerns, incidents and complaints are identified, recorded and managed robustly

To advocate on behalf of, and support the residents to maintain their tenancy in the service.

To support residents on issues relating to good health and mental health practice, substance use and related risk and harm

Refer to other specialist agency for any specialist support area and act as point of contact

Identify, develop and maintain external relationships with statutory and non-statutory service providers to increase accessibility to support for residents

Attend and actively participate in meetings such as case conferences, handover and reflective practice

Work holistically with all residents focussing on the whole person and using a strengths based approach, where support needs are not barriers to goals and where appropriate, positive risk taking is encouraged.

To take part in a rota'd weekly on-call system, shared amongst all Support Coaches based in Medway or Maidstone.

Run regular house meetings in partnership with Support Coaches.

To always act in accordance with the policies and procedures of Pathways to Independence, to report any improvements or amendments that may be needed to management

To undertake other duties that may reasonably be required of a staff member, as directed by management.

Assessment and case work:

To hold a case load of clients, approx. 7/8 individuals of more complex client group.

To conduct desktop and formal face to face interviews with prospective residents

To induct new residents in line with the organisation's policies

To assist residents in making successful claims for housing benefits, welfare benefits and/or in work benefits as appropriate

Organise and undertake formal and informal key working activities in a way that effectively encourages engagement, and promotes opportunities for ongoing support

To work with residents in producing person centred support plans, ensuring that case reviews are carried out and that support plans are implemented and adequate digital case records and other relevant documents are maintained

To assess factors which could impact on the safety of residents or others, and to develop risk/safety and other management plans with the resident and other services delivering relevant support

To accompany residents to visits and other services where appropriate

To complete onward referrals to identified move-on and support residents to prepare effectively for move on

Develop and implement opportunities for individuals and groups of residents to help them build and engage in their community (both within the service and in the wider organisation)

To participate effectively in the service's relationship building with neighbours and stakeholders

Housing management, financial and administrative duties

To ensure that rental income is maximised by filling voids promptly and in line with the organisation's policy

To liaise with Housing Benefit and the Department of Work and Pensions to ensure that residents and the services receive all monies due to them

To keep accurate daily records of petty cash, service charges and other service monies

To prepare and issue Licence Agreements/Assured Shorthold Tenancies and complete move in paperwork ensuring clients fully understand their rights and responsibilities as well as the consequences of not complying with the terms of their residence/tenure

To ensure that all written work both for internal and external use is of a high standard

To ensure that all maintenance requests are communicated through Inform and to work with the Housing Management team to ensure that these are resolved in a timely manner. (NB: HM team will conduct all H&S checks and audits).

NB: This job description is a summary of the main responsibilities of the post, is not considered an exhaustive. Duties may be subject to variation from time to time.

Person Specification

Qualifications, Skills and Experience


At least two years' experience of working directly with vulnerable people in an accommodation based setting and successfully supporting them through the process of change.

At least two years' experience of working with ex-offenders in an accommodation or similar setting.

Experience of inducting, motivating, supporting and developing staff or volunteers, including knowledge of quality/continuous improvement systems

Experience of communicating, liaising and negotiating effectively with a wide range of people including clients, other staff, and representatives of other agencies such as local authorities and statutory services and the general public to build strong partnerships.

Experience of case management and delivering best practice around; assessment of client need, high quality personalised support or advice services to vulnerable clients, including clients with complex needs

Ability to manage conflict resolution and complex situations in relation to people within an accommodation based setting

Experience of maintaining effective and high quality records and proven ability to write professional, SMART, evidenced based support and risk plans.

The ability to work in fast paced and pressured environment whilst managing multiple service priorities and demands to complete delegated tasks or meet deadlines

Proven ability to demonstrate compassionate and creative work practices with residents to address support needs and/or risks.

Personal experience of homelessness or an in depth understanding of the issues affecting homeless people and the barriers they may face.

An understanding of the Psychologically Informed Environment and Trauma Informed Care.

Good working knowledge of mental health, substance use and recovery.

A non-judgemental, open-minded approach to work with vulnerable adults and a willingness to learn new ideas and put these into practice.

Proactive in reviewing and evaluating own performance and identifying and acting upon areas for improvement and development.

Strong written and verbal communication skills with the ability to communicate effectively using telephone, face to face, written and electronic methods including use of Office and databases (including InForm).

Car user with full driving licence and access to own vehicle (subject to the provisions of the Disability Discrimination Act 1995).


A relevant recognised qualification.

Health and Safety experience, particularly in an accommodation setting.

As well as the above values and competencies, Pathways is committed to employing staff that display an empathy and understanding of people who have found themselves marginalised within our society.

Our recruitment processes will include assessment of all of the above competencies, values and behaviours as well as the criteria listed in the Person Specification above.

Interpersonnel are operating as an Employment Agency for our client for this particular role. By applying you give consent for your data to be handled and processed under GDPR Legislation for the purpose of your current employment search.

We are pleased to receive a significant number of applications for most roles advertised. We are therefore unable to respond to individual applicants unless shortlisted. If you have not been contacted within four weeks of the closing date you should assume you have not been shortlisted on this occasion.

Interpersonnel is an equal opportunities employer. Our all current vacancies are on our website

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