Everyone deserves a safe place to call home.

Company Limited by Guarantee number 1741926 Charity Number 287779 Registered in England as Single Homeless Project

shp Single Homeless Project

Job title: Night Concierge

Delegated Authority: Level 8

Team: Launchpad - Newham

Responsible to: Service Manager

Responsible for: N/A

Job purpose

The Launchpad service is a 14-bed assessment hub in Newham, we support people coming directly off the street; individuals facing multiple barriers such as mental health challenges, substance use and physical health needs. This is more than just a place of safety; it’s a vital starting point for people to rebuild their lives. Clients stay with us for up to 6 months, during which time we provide intensive, tailored support to help them access health services, stabilise their situation, and move forward into appropriate long-term accommodation.

Night Concierges act as the lead in all interactions with clients at night to include accommodating emergency placements and should be prepared to carry out and delegate any tasks, as required, to locum staff as directed by day staff or managers, and adhering to Night Concierge Core Task.

Night staff will be expected to work within SHP’s policy and procedural framework, as well as local Pathway procedures. All work tasks should be carried out to the standards outlined in the Quality Performance Guidance. We work with the people that we support in a person-centred and PIE way, and the recovery approach, is at the heart of our model. In all cases the Night Concierges will have access to advice and support from SHP’s out-of-hours management ‘On Call’ service.

Key accountabilities

Shift Delivery

To support the work of the project by ensuring that it and the clients are safe and secure through the provision of overnight waking cover, regular documented building patrols, and door control.

To record and report any Health & Safety, repair or maintenance issues that arise on shift according to SHP Procedure and utilising current SHP databases.

Ensure that safeguarding of the clients is paramount to service delivery.

Providing a first contact response to client enquiries at night where possible and, where the enquiry relates to support, signposting this to Day staff at handover.

Carry out other project tasks at the direction of the manager or ‘responsible staff member.’ Please note that all projects will have some cleaning activities (for example emptying bins in preparation for the following days shift.)

Ensuring that events of significance are managed competently at night e.g., rent or service charge payments, prompting re: statutory appointments to comply with treatment or criminal justice requirements.

Undertaking and delegating tasks as assigned at the shift handover.

Information Management:

Recording all activities and outcomes on the Inform database.

Assisting with the administration of referrals and book emergency referrals into the service.

Working in line with SHP’s Client Contact recording policy and procedure, to record all client contacts appropriately and accurately on the client database.

To adhere to SHP’s confidentiality and data protection procedures.

Health and Safety

To be aware of the roles and responsibilities and work in accordance with SHP’s H&S Policy and the law around H&S at work.

To actively ensure the security of the building through regular Health and Safety Checks and the monitoring of the CCTV system.

To take responsibility for the safe working of self and others and to ensure that local procedures around Lone Working and Fire are followed.

Teamwork/Personal Development

To take active responsibility for own and SHP’s aims and objectives and participate fully in relevant team meetings, supervisions, performance reviews and training to always ensure a cohesive and professional working environment.

To take personal responsibility for own ongoing development and learning.

To participate fully in the rota and accommodate any last-minute changes to the service.

Miscellaneous

SHP is at discretion to amend your responsibilities and, in addition to these, you may be required to perform other duties as may be required for the efficient running of the organisation.

To create inclusive working environments and cultures to enable colleagues and clients to feel safe and empowered to achieve their full potential.

Technical and professional know-how needed for position

When completing your application, you will be required to address (using examples) some of the points below

Experience and Knowledge

Experience of developing good relationships with people, you should evidence qualities including flexibility and resilience.

To understand the principles of Psychologically Informed Environments and a strengths-based approach, and how to apply these into practice within the context of the Night Concierge role.

The understanding of and the ability to apply knowledge of equal opportunities into practice, and the ability to engage and relate positively to people from a range of backgrounds and cultures.

An understanding of the principles underlying a quality and customer focused service with a willingness to work in a way that empowers our clients.

Skills and Abilities

The ability to develop a good depth of awareness and understanding around substance use and recovery in relation to Health & Safety of the client group.

The ability to negotiate and influence others to change.

The ability to stay alert and self-manage motivation, prioritising different areas of work according to need.