Support Services Co-ordinator

Birmingham

Circa £34,004 per annum

Permanent, full time

Main Purpose of the Role

The Support Services Co-ordinator is part of the Resident Services team responsible for providing resident centred services to a patch of defined properties.

In this role, the Support Services Co-ordinator will work directly with residents to ensure they receive person centred support in accordance with CHAs standards and good practice guidelines. Adopting a proactive approach, the Support Services Co-ordinator will ensure residents needs have been correctly assessed, and that support is being delivered to meet their individual needs. The Support Services Co-ordinator will also investigate residents’ concerns relating to the support they receive.

The role holder will seek opportunities to work proactively with residents as part of CHAs programme of resident activities and encourage residents to engage and provide feedback on the services they receive. The Resident Services Co-ordinator will develop and maintain relationships with a range of partners.

Where there is evidence that support is not being provided in accordance with CHA standards and guidelines, the Support Services Co-ordinator will provide advice to the delivery partner where appropriate and escalate cases as required.

The job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to consider changes and developments in service requirements, regulations and legislation. Any changes will be discussed fully with the job holder.

Key Responsibilities

As a Support Services Co-ordinator within the Resident Services team, you will play a vital role in ensuring that residents across a defined geographical area receive high-quality, person-centred support in line with CHA’s standards and best practice guidelines.

A core responsibility of the role is to investigate any concerns raised by residents regarding the support they receive. Where issues are identified, as the Support Services Co-ordinator, you will offer guidance to partner managing agents and escalate cases when necessary to ensure that standards are upheld.

You will be required to carry out scheduled and proactive visits to residents, assessing whether support is being delivered. These assessments include verifying that support is trauma-informed where appropriate. You will ensure that residents are actively involved in their support planning, and that risk and needs assessments are in place, and are reflective of the resident’s current situation.

Safeguarding is a critical aspect of the role. You will investigate safeguarding concerns, make timely referrals to local authority safeguarding teams, and ensure that all follow-up actions are completed to maintain resident safety. This will also include conducting joint inspections with local authority representatives and ensuring that any agreed actions are implemented.

In this role you will work closely with partner agencies to deliver integrated services, attend and facilitate case conferences with statutory and voluntary organisations to support residents effectively. Building and maintaining strong relationships with community leaders, Birmingham City Council, adult safeguarding teams, and local policing units are essential to the success of the role.

It is expected that you will be familiar with all relevant policies, procedures, regulatory standards, and legislation related to supported housing. Compliance with health and safety policies, including lone working procedures, are seen as mandatory knowledge for this position. It also expected that you will maintain accurate record-keeping of all resident interactions, and that you contribute to continuous service improvement using technology, customer insights, and best practices.