Role Profile

Supporting Customers

• Provide high quality, therapeutic one to one and group support to customers in line with the service specification and identified needs, using evidence based, psychologically informed and trauma informed approaches.
• Assess, identify and prioritise customer needs, developing formulations, and SMART goals to deliver holistic, strengths based outcomes.
• Deliver specialist therapeutic interventions relevant to your area of expertise, including (but not limited to) CBT informed work, psycho educational groups and harm reduction interventions.
• Create and maintain an environment that promotes safety, learning, skill development and progression towards independence.
• Identify, promote and facilitate access to appropriate internal and external services to support customers’ recovery and wellbeing.
• Where required, administer and/or supervise medication and ensure accurate and compliant record keeping.
• Maintain clear, factual, timely and accurate customer records, including outcomes of individual and group interventions, in accordance with organisational policies and digital systems.
• Safeguard customers at all times by recognising and responding to risks, following safeguarding procedures and escalating concerns appropriately.

Supporting a Team

• Act as a specialist resource within the service, providing advice, case discussion and consultation to colleagues in relation to complex or high risk customers.
• Develop and maintain positive working relationships with internal and external stakeholders, partner agencies, clinical teams and specialist services to support coordinated service delivery.
• Support the development of the team by providing training, coaching, mentoring and upskilling in the post holder’s specialist area.
• Chair reflective practice discussions to support learning, resilience and best practice in relation to complex or critical cases.
• Share specialist knowledge, research findings and updates to best practice, ethical frameworks and relevant legislation with the wider team.
• Provide ad hoc support to colleagues during challenging or crisis situations, including direct customer support where required.
• Work collaboratively within a multidisciplinary team, contributing to effective communication, safeguarding and coordinated support for customers.
• Attend team meetings, specialist forums, and clinical or managerial supervision in line with organisational expectations.

Service Delivery

• Develop and maintain positive working relationships with internal and external stakeholders, partner agencies, clinical teams and specialist services to support coordinated service delivery.
• Undertake operational tasks when required, such as health and safety checks, medication supervision, general service support and emergency response.
• Keep accurate and timely records of activities and actions in line with organisational standards.

Other Information

• You will be required to provide duty cover and work flexible hours to meet customer and business needs, which may not include normal office hours.
• You will be required to travel to different properties within the defined area if required.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc.
• Deliver your role in line with Riverside company values – “Our Riverside Way”.
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.
• This job description provides an indication of the role and responsibilities of the post but should not be construed as an exclusive list of duties that the post holder may be asked to undertake.

Person Specification

Essential

Knowledge, Skills and Experience

Qualifications And Professional Knowledge

• Relevant qualification(s) or recognised training within the area of specialism: Evidence of completed qualifications, accredited training or recognised CPD in psychology, counselling, psychotherapy, drug and alcohol services, or an equivalent specialist area.
• Specialist knowledge underpinned by theory and practice: Demonstrated ability to describe and apply theoretical models in practical work settings. Evidence of using case formulation in practice.
• Knowledge of trauma informed, recovery oriented and co produced approaches: Ability to explain trauma informed and recovery focused principles and demonstrate how these have informed previous practice. Evidence of supporting or involving customers in co produced or strengths based approaches.
• Understanding of safeguarding procedures (adults and children): Evidence of safeguarding training completion and ability to describe safeguarding responsibilities and appropriate escalation routes.

Experience

• Recent experience of direct customer work with vulnerable and diverse groups: Evidence of recent hands on experience managing a caseload and supporting customers with complex needs. Examples of identifying, assessing and managing risk in a support or therapeutic setting.
• Community based therapeutic or specialist practice: Evidence of conducting assessments, designing and delivering interventions, and reviewing outcomes in community or non clinical settings.
• Experience responding to complex or crisis situations: Examples demonstrating the ability to respond calmly and effectively to crisis situations and evidence of applying professional judgement under pressure.

Skills And Abilities

• Strong communication skills (verbal and written): Evidence of producing clear, accurate written records, reports or correspondence. Ability to demonstrate sensitive, empathetic and persuasive communication through examples.
• Professional judgement and decision making: Examples of making balanced decisions in complex situations with competing demands or limited options.
• Organisation, planning and time management: Evidence of managing workload effectively, meeting deadlines and prioritising competing tasks.
• Team working and professional behaviours: Examples demonstrating effective collaboration, flexibility and resilience within a team environment.
• Conflict resolution and boundary management: Evidence of managing challenging behaviour, disagreement or conflict professionally and consistently.
• Reflective and quality focused practice: Evidence of using reflective practice, supervision or audit tools to review and improve own practice.
• Digital and data competence: Experience of using digital case management systems. Evidence of producing reports and using outcomes data to inform practice or service improvement.

Desirable

• Training, coaching or mentoring experience: Evidence of delivering training sessions, coaching colleagues or supporting staff development.
• Facilitation of reflective practice: Examples of facilitating reflective discussions or contributing to shared learning forums.
• Medication supervision experience: Evidence of experience supporting or supervising medication administration (where applicable).
• Group based therapeutic work: Examples of designing or delivering therapeutic or psycho educational groups.
• Sector knowledge and external representation: Evidence of working within housing or supported housing contexts. Examples of representing an