Customer Care (Security) Services within Emergency Housing and Resettlement Service

This contract is not a security contract; it has a much wider scope. The Service Provider must have experience in dealing with vulnerable adults, families and young people with multi disadvantage and complex needs. They must have experience, competence and abilities to manage situations that may be sensitive and challenging. The Service Provider must provide officers that are able to respond to the needs of the services below and have the skills to communicate effectively, defuse situations and manage emergency situations swiftly and confidently. The Service Provider must be able to provide additional onsite support to officers within the appropriate timescales. Officers may be required to carry out welfare checks on individuals that require additional support/oversight. Officers may also be required to address issues with individuals that are challenging.

William Lyons House is supported accommodation for 14 young people, there are 10 self-contained flats and 4 bedsit flats with a communal kitchen. There are also communal areas which can be accessed by the young people when BCH staff are on site. The building is a 2 story block with a rear car park and door entry system. The role of the customer care service is to maintain the security of the building, manage the front door, not allowing visitors within the agreed time periods, carry out building safety checks, monitor the CCTV, respond to any emergency situations and record building information within the appropriate record books. The Customer Care Officer will also be required to liaise with the young people, defuse any challenging situations and deal with the young people in a friendly and effective manner, again recording information within the required record books/incident reports.

The Emergency Housing provision provides emergency accommodation for homeless families, couples and singles, with multi disadvantages and complex needs. Two buildings provide individual sleeping/living quarters with shared bathrooms, kitchens and communal corridors and one building provides fully self-contained accommodation. The buildings are 2 and 3 story blocks with a communal front door entry system. During the evenings, entry into Gorton St will be managed by the customer care service. The Customer Care Officer will carry out building safety checks, welfare checks, carry out any out of hours booking in of new residents, review CCTV, responding to any breach of rules as required within agreed procedures, deal with emergency situations including responding to fire alarm activations, responding to safeguarding concerns and record all information within the required record books. Security will also be required to carry out emergency admissions as set within the agreed admission procedures. Within our family emergency provision one customer care officer will be required to be based in one of the family provisions, Central or Clare St, they will be expected to visit the other family provision during each shift. The Customer Care Officer will carry out building safety checks, welfare checks, carry out any out of hours booking in of new residents, review CCTV, responding to any breach of rules as required within agreed procedures, deal with emergency situations including responding to fire alarm activations, responding to safeguarding concerns and record all information within the required record books. Customer Care Officers will also be required to carry out emergency admissions as set within the agreed admission procedures.