Support Worker - Street Outreach Team

Introduction - Job Purpose

People are at the heart of who we are and what we do. Day-by-day, person-to-person, we tailor what we offer to what people need. We’re here to provide consistent, friendly and informed support so that people can explore options and take ‘the next step’ towards a positive future. We welcome people with a wide range of skills and experiences to our team – including those who have lived through homelessness. To make a difference we need to work flexibly, with everyday-leadership, humour and a ‘can do’ spirit. We want to make it easy, make it right, and make it happen – not only for the people we support, but also for each other. Our #OneTeam ethos is core to who we are, and it means caring for and supporting each other regardless of our role, service or location. This is how we roll. We want people who share these values to join us and become a part of the Simon Community Scotland family.

Job Role

Working in pairs and supported by a team of volunteers, our RSVP Street Outreach Team has a 365 day presence across Glasgow City Centre. The team provides practical and emotional support to people who are currently or are at risk of sleeping rough in Glasgow including those who are/have been subject to immigration control. This includes refused asylum seekers, people awaiting settlement under the EUSS, and recently granted refugees.

We support people to access accommodation, engage with health and wellbeing services as well as a wide range of support services. 

The team work to establish and maintain effective professional relationships with a range of external partners (local authorities, support providers, emergency services, the home office etc) to ensure the support we provide is co-ordinated and minimises the number of nights an individual sleeps rough. 

We adopt a harm reduction approach in our practice and an element of this includes providing harm reduction equipment, advice and Naloxone.  Full training is provided. 

This service primarily engages with people in Glasgow City Centre, however, we also support people in the South and West of the City. We are supported by our volunteer led StreetCycles Service to engage with and support these individuals. 

The 3 teams within RSVP (The Access HUB, Street Outreach Team & Intensive Outreach Support Service) work closely together to provide joined-up, cohesive support for the Individuals we support. These roles require the flexibility to work across all RSVP services if necessary and availability to work shifts 7 days per week, 365 days per year.

These roles also require a level of visibility, promotion of Simon Community Scotland,  interaction with members of the public and the ability to walk a number of miles in all weather conditions.

Responsibilities

Warmth and Regard

• Recognising and valuing everyone (Equality and Diversity)
• Offering a friendly personalised and caring service
• Treating people with kindness, dignity and respect
• Acting with compassion
• Showing warmth and welcome to everyone
• Taking difficult decisions sensitively and with due regard to others
• Taking a calm, professional and intelligent approach to stigma

Inclusion and Participation

• Participation in group team meetings to aid continuous improvement of our service user and volunteer experience
• Encouraging the participation and inclusion of people we support
• Participation in group team meetings to aid continuous improvement of our service
• Exploring choices and options with people we support or fellow colleagues
• Making things easy for others
• Mapping suspected rough sleeping sites
• Embracing technology in delivering your role*
• Supporting clients, staff and volunteers to become digitally included*

Personalised and Creative

• Innovation and creativity
• Helping to find solutions that are a good fit for someone, irrespective of who they are or the problem they have
• When someone isn’t at their best, quickly recognising there’s probably something else going on, and finding ways to respond with care
• To build on our current street cycle volunteer pool

Supportive and Ambitious

• Work to change the public perception of causes of rough sleeping
• Helping to bring hope through our words and actions
• Helping to build trust
• Being supportive and showing care

Partnership and Collaboration

• To support Street Change to reduce street begging 
• Fostering positive relationships with our partners
• Maintaining a record of the people you have been in contact with throughout your shift (using Netsuite)
• Support all aspects of RSVP when required
• Building team togetherness and collaboration
• Fostering a positive problem-solving vibe

Leadership and Learning

• Making things happen
• Motivating and inspiring others
• Taking time to reflect on what’s working and what isn’t 
• Taking care of our ‘places and spaces’ so they feel tidy and welcoming
• Asking for help and learning to do things better
• Playing an active role in our social media strategy*

*These core digital responsibilities are part of every role at the Simon Community. 

• Digital inclusion is embedded as part of our service delivery. Some of the people we support have little experience and knowledge of the internet and using email. If you are in a frontline role, you will be expected to help them connect, understand and be safe, and promote digital inclusion for people unable to access the benefits of the online world. As a team member, you are also expected to be an ‘active learner’ yourself and support colleagues’ digital learning (e.g. sharing tips or advice on using our systems), so that we all get better at using digital tools.
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• Our digital platform is a key part of our working environment. Our operating platform is GSuite, a cloud based system that will allow you to share files, collaborate, communicate, meet and access the organisation remotely. We will provide you with a Chromebook and android smartphone to do this. Our Management Information System (MIS) is Netsuite. You will be trained in using Netsuite and its application. We have a team intranet – the IMPACT Platform – for updates, resources and ‘all things Simon’. 
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• Sharing our work publically helps to change society’s misconceptions about homelessness and generate support. We use various forms of social media to inform, communicate, gather support and share what we do including websites, youtube, Twitter, Facebook and Instagram. We expect everyone to share what we do through various media outlets – e.g.  helping to create blogs, videos, social media posts, information pieces and news items. This helps people understand what we do better understand homelessness. This helps grow public empathy for people we support. We also get a huge amount of support from people and organisations so we want to share what we do as a result of that support.

Person Specification

Job Title: Support Worker 

Essential

Desirable

Training and qualifications

• SVQ3 in Health & Social care or willingness to work towards this 
• SSSC Registered or willing to register 

• Trauma informed practice
• Assist trained
• Naloxone trained
• ASIST / MHFA / SafeTalk trained 

Experience

• Experience of providing support to people who are facing extremely difficult circumstances and living with the effects of trauma
• Experience of working in a fast paced environment which requires quick decision making
• Proven track record of working in multi agency team
• Ability to build positive networks and connections

Knowledge and Skills

• Understanding of the issues faced by people who use services
• Understanding of regulatory requirements including Care Inspectorate, H&SCS and SSSC 
• Knowledge of Adult & Child protection and multi agency public protection arrangements
• Knowledge of housing, social work and 
• health services in the statutory and third sectors
• Knowledge of best practice in the delivery of social care 
• Demonstrable self-care skills
• Strong ability to manage conflict 
• De-escalation skills
• Strong verbal and written communication skills   
• Strong digital skills 
• Knowledge of harm reduction (substance use)
• Understanding of services that support homelessness across the city
• Knowledge of homelessness including current and future issues facing the sector 
• Understanding of homelessness legislation
• Knowledge of welfare benefits entitlements and how to access
• Knowledge of local health, housing and social care issues.

Personal

• Be a positive person who leads by example
• Be a good colleague and enjoy being part of a diverse team
• Commitment to Simon Community Scotland’s values
• Strong relationship building and interpersonal skills
• Positive, solution focused approach 
• Ability to work under pressure and achieve results
• Willingness to learn and to drive own development
• Approach that allows delivery of the responsibilities outlined in the job description
• Recognition that we work with people with a wide range of experiences and cultural backgrounds treat them with dignity, respect and kindness