Relief / Bank Support Assistant

Job Description

Title of post: Relief / Bank Support Assistant

Accountable to: Senior Staff, Centre Manager

Hours of Work: Relief / Bank hours are flexible and are not fixed

Rate of Pay: £10.90 per hour

To apply for this role please send a CV and cover letter to clearly demonstrating your expertise and how you meet the role requirements. This should be a minimum of 500 words and not exceed 2 pages


To provide high-quality accommodation, housing management and support to homeless people.

To empower clients to make positive changes and informed choices in moving towards independent living.

To work with clients on a mutually agreed support plan/programme to achieve positive outcomes.


To assist with the daily operations ensuring services are delivered efficiently.

To communicate effectively and appropriately with clients, staff, other organisations and members of the public using and/or working with our organisation.

To appropriately liaise with and signpost to housing, other providers and other agencies and document partnership working activities

To work within Falcon Support Services policies and procedures, as well as any local procedures or procedures relating to partnership agencies

Carry out the practical tasks required of the job being continuously aware of any risks presented by the working environment and consistently acting in a way to minimise these risks

Report concerns appropriately, such as adult and child safeguarding issues and substantial risk.

As a member of the team, to engage with the management of the building, where necessary, including:

  • controlling and recording access to and from the building
  • following the booking in and welcoming procedures
  • completing relevant monitoring for the service
  • responding to telephone enquiries, correspondence and callers to the service
  • taking action to address any immediate risks

Where appropriate, to ensure that the terms of license agreements are adhered to, and address any problems arising from this requirement.

To work cooperatively with other members of the team, constructively contributing to team meetings, covering office duty and assisting with the smooth running of the service.

Show willingness to and does assist and cover for colleagues when they are absent.

Mentor and support students and/or volunteers in the service.

To take responsibility for role-related specific tasks/projects to ensure efficient service delivery as directed by the Accommodation Manager. Such tasks may include:

  • Monitoring and responding to rent arrears
  • Collection of weekly personal charge/service charge
  • Assistance in applying for eligible benefits including Housing/Council Tax Benefits
  • Encouraging, promoting and providing service user involvement in education, training and employment and volunteering
  • Effectively implement support plans/Risk Assessments and Needs Assessments
  • Administration Duties
  • Additional projects as and when instructed by the Support Staff, Accommodation Manager.

To ensure that all required documentation is completed and actioned for new clients moving into the project in particular housing benefit applications/risk assessments/ needs assessments

To work with staff and clients to develop and follow clients support plans. This will include liaising with outside agencies for the benefit of the client.

To provide appropriate advice on current applications for homeless assistance, council accommodation and housing association accommodation.

To effectively use IT systems to maintain precise and accurate documentation in line with Falcon Support Services procedures, including client files and entries into the program databases/risk logs.

To ensure that all support plan actions and risk assessments/risk management plans are completed and up to date, and then reviewed monthly at staff 1-2-1’s.

To be alert to the health and well being of all clients, reporting any concerns to the Accommodation Manager and/or appropriate agencies

To ensure that routine inspections of the premises are carried out and to report any damages and/or repairs to the Accommodation Manager or Maintenance.

To complete and provide any documentation, reports, statistics and any other information required by Falcon Support Services and/or any other agency.

To be responsible for the development, and implementation of procedures and codes of working practice to form part of a comprehensive quality approach to service delivery.

To effectively work with a range of multi-disciplinary partners, support providers and funders in both the statutory and voluntary sectors.

To undertake any additional tasks and/or duties as deemed necessary in order to meet the requirements of funders, partner agencies or any other such organisations.


To develop team spirit and co-operative working across all teams, internal and external.

To undertake any such additional duties that are reasonably commensurate with the level of this post.

To work shifts in accordance with the established rota.

To undertake/attend any training and/or meetings as required by the job role.

To promote a positive image of Falcon Support Services, working as part of an integrated team.

Ensure all aspects of Equality and Diversity and Health and Safety policies are implemented effectively.

Every employee has a responsibility to ensure that their work complies with the Financial Regulations of the charity.

Due to the nature of work, this post is exempt from the Rehabilitation of Offenders Act 1974 and will therefore require you to disclose all criminal convictions and comply with a Criminal Records Bureau check.

To develop Falcon Support Services commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

All employees are required by Section 7 of the Health and Safety at Work Act to take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions.

This 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 take into account changes and developments in-service requirements. Any changes will be discussed fully with the jobholder.

To apply for this role please send a CV and covering letter to Please make sure your covering letter clearly demonstrates your expertise and how you meet the role requirements. This should be a minimum of 500 words and not exceed 2 pages.

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Falcon Support Services is a Registered Charity

Charity number: 1103101. Company number: 04177320