Community Outreach Engagement Ambassador

Community Outreach Engagement Ambassador
Enfield
£19.50/hr
35.00/hr a week
Start date: ASAP

This role is working within the Community Hubs Team, which focuses on early intervention and prevention, working with people to identify and resolve the root causes of their problems. The aim is to prevent escalation of problems, that may in turn impact people's health and wellbeing.

The Community Outreach Engagement Ambassador will support our customers using an early resolution and problem-solving approach. They will enable people to become more self-sufficient and resilient by providing targeted customers with support, access to planned training and awareness raising around key issues.

Community Outreach Engagement Ambassador will:

1. Provide IAG (Information, advice and guidance) service at community hubs and other locations in the Borough, with a view to achieving first time resolution for customers, aimed at supporting people to:

* address debt and stopping financial problems escalating
* secure a home or keep them in their homes
* find voluntary, paid work or educational opportunities
* feel more independent and connected, and less lonely by connecting people to resources
* be able to look after children, keeping them safe, well and in school
* get on-line and improve digital skills or through assisted support help them through the process

2. Focus on early intervention when engaging with targeted customers in order to make timely decisions and mitigate consequential impacts on customers.
3. Focus on enriching the customer journey and experience by investigating issues in real time and delving deeply into the causal issues surrounding transactions presented by customers, with a view to providing comprehensive resolutions.
4. Work in collaboration with statutory and other key services in real time to resolve customer issues at the point of engagement with minimum referral.
5. Work in collaboration with funder, statutory and other key services to share information, finding and learnings, aimed understanding and addressing customers' needs at a both front line and strategic level.
6. Focus on using relevant council funding to address customer issues in cost effective and intuitive manner.
7. Plan and delivery high quality customer training programmes in collaboration with colleagues and partners.
8. Apply questioning techniques to customer interaction to fully address their needs and recognise when customers are vulnerable or require extra assistance
9. Actively champion continuous improvement and the implementation of efficient ways of working.
10. Act as a Digital Champion for the Council to promote and ensure customers are aware of the benefits of using the digital platform, providing 1-2-1 training and support if required, and support colleagues to do the same
11. Focus on triaging and resolving issues pitched at "Universal" and "Additional" needs levels as defined below.

Tier 1: Universal needs
This level refers to children, young people, families and individuals whose needs can be met through mainstream universal services. This includes early support from agencies, where a person begins to show signs of additional needs, which can be met through a single universal service. To respond to this level of need the following services will be involved:
* Early years centres, schools and colleges (including evening classes)
* GPs, dentists and health visitors
* School nurses
* Youth open access services
* Housing services
* Libraries
* NHS Healthy Child Programme

Tier 2: Additional needs
People at this level need coordinated early help intervention with targeted services. The need cannot be met by a universal service/setting alone but can be met by an additional single service or a group of additional single services using the Early Help Assessment process. To respond to this level of need the following services may become involved:
* Education Welfare
* Health Services
* Schools
* Early Help Family Hub (Change and Challenge, Children Centres, and Parenting Support)
* Behaviour Support Service
* Joint Service for Disabled Children including the Early Intervention Support Service (EISS).
* Occupational Therapy services
* Accredited mental health professional services
* Housing Advisory Service