Head office:
8th Floor Marco Polo House
3-5 Lansdowne Road,
Croydon CR9 1LL
020 7101 9960
evolvehousing.org.uk
Support assistant
Role profile
Job title:
Support Assistant
Department:
Housing & Support
Reports to:
Team Manager or Team Leader
Location:
Upper Norwood
Job description
Overall aim
Supporting and empowering our customers to increase their life skills, self
management and confidence to successfully sustain independent living.
Key responsibilities
1
Service delivery
› Working alongside Support Worker colleagues to assess customer needs
and risks.
› Actively promoting customer involvement at all times.
› Working with customers to achieve support plan actions, recording outcomes
and reviewing progress towards achieving their goals.
› Establishing supportive and professional relationships with customers and
dealing effectively with unpredictable and challenging situations in a
professional and sensitive manner.
› Ensuring customers are supported to achieve independent living through
proactive support and building positive links with relevant agencies and
external partners.
› Planning and delivering a range of customer activities and workshops.
› Ensuring customers are supported to raise complaints, comments and
suggestions.
2
Housing Management
› Supporting colleagues to ensure all voids are advertised and lettings made
promptly.
› Supporting customers to pay their rent, including providing advice on benefits
and debt management.
› Being accessible and responsive at all times to customers’ concerns and
requests for information.
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Support assistant
Role profile
› Supporting and advising customers on any matters relating to their
occupancy agreements.
› Dealing with breaches of occupancy agreements sensitively and efficiently, in
accordance with warnings and appeal procedures.
› Responding in a decisive and proactive manner to customer and neighbour
disputes.
› Reporting repairs and maintenance in accordance with policy and procedure.
› Supporting colleagues to remove items and make rooms ready for new
occupants, where required
3
Health and Safety
› Ensuring customers have up to date information on Health and Safety, and
supporting them to manage their environment.
› Being fully aware of, and working within, Health and Safety legislation.
› Carrying out regular Health and Safety inspections, taking immediate action
to remedy health and safety defects and alerting the appropriate people in
line with Health and Safety Policies.
› Supporting colleagues to undertake risk assessments for each customer, and
reviewing them regularly.
4
Administration
› Keeping accurate records, including logbooks, service user files, monitoring
information etc.
› Providing written reports and information as requested.
› Maintaining clear and concise records of all key working sessions.
› Being aware of, and adhering to, all relevant financial procedures.
› Maintaining personal records on the HR database.
5
General
› Ensuring Evolve’s Equality and Diversity Policy and Code of Conduct are
actively promoted and adhered to in all areas of work, and that services are
accessible to all individuals.
› Attending and fully participating in supervision and appraisals, team meetings
and all training provided.
› Engaging with colleagues and management to fully support the effectiveness
of the team.
› Working across other locations, and attending training and meetings on other
sites, as required.
This job description provides an indication of the roles and responsibilities for the post
of Support Assistant, but should not be construed as an exclusive list of the duties that
the post holder may be asked to undertake.
All Evolve’s employees must also be aware of, and adhere to, all Evolve’s policies and
procedures.
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Support assistant
Role profile
Evolve reserves the right to amend this role profile as necessary, after consultation
with the post holder, to reflect changes to the role.
Please turn to the Person Specification on the next page
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Person Specification
Support Assistant
Head office:
8th Floor Marco Polo House
3-5 Lansdowne Road,
Croydon CR9 1LL
020 7101 9960
evolvehousing.org.uk
The experience, qualifications, knowledge and skills required for this role are set out below.
For job applicants, they will be tested via the application or at interview, or both, as indicated
in the columns on the right.
Please therefore ensure that all the relevant sections are addressed as part of your job
application.
Experience
Knowledge
Skills
Assessed
via
Supporting
Statement
› Commitment to supporting the needs and aspirations of homeless
and vulnerable people (can be demonstrated by examples of
personal experiences or volunteering, as well as work
experiences).


› An understanding of the reasons why people become homeless
and the needs and challenges they face.


› Ability to plan and deliver workshops and activities to support
customers to achieve the actions set out in their support plans (can
be demonstrated by examples of personal experiences or
volunteering, as well as work experiences).



› Ability to document clear records and to evidence outcomes
achieved with customers.
› Ability to work inclusively, as part of a team, and to give and
receive support and constructive feedback.
› Ability to manage time and multiple priorities effectively.
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Assessed
via
Interview
Process



Support assistant
Role profile
Page 5 of 5
› Ability to communicate clearly both verbally and in writing,
demonstrating a good standard of written and spoken English.


› Computer literate, and competent in the use of Microsoft Office
applications.

