Job Description

The application form can be downloaded via

www.cbmeforum.org

CHWS Advice Worker and Volunteer Lead

Reporting to

: Croydon Health and Wellbeing Space Manager

Responsible for:

Volunteers

Salary Range:

31,000

Hours:

36 hours per week (full time) worked within a 6-day rota

(Monday - Saturday, 09.00 - 17.00)

(

Approximately one Saturday every three weeks)

Contract

: Fixed Term until 31st March 2026 - with possibility to be extended

Location:

Croydon Health and Wellbeing Space - Whitgift Centre, Croydon, CR0 1UY

About the Croydon Health and Wellbeing Space:

Croydon Health & Wellbeing Space (CHWS) is an exciting and dynamic service, run in partnership with Mind in Croydon and Croydon BME Forum and commissioned by South London and Maudsley Integrated Care Board (SLaM). The CHWS opened in 2022 with the aim of providing advice, information, and specialist support to Croydon residents with mental health concerns, who drop-in, or have been referred to the via the local ICN+ multi-disciplinary clinical and community mental health support teams.

The Advice Worker and Volunteer Lead will be part of a friendly team, including advice workers, crisis workers and clinical mental health professionals and function as the first point of access for visitors to the CHWS. Following an initial conversation to ascertain the clients' needs, the Advice Worker will provide information and advice, as well as signposting and referrals to specialist services, such as the Mental Health Personal Independence Co-ordinators (MHPICs), Social Prescribers and Community Link Workers, in addition to the wider voluntary and statutory services in the borough. The Volunteer Lead will also be responsible for the recruitment, induction and management of volunteers to support the service.

The role will be fast paced and vary each day offering a fantastic opportunity for the postholder to develop their knowledge and skills and make a difference to the users of this service.

Main responsibilities and key tasks:

Volunteers:

Manage the recruitment and line management of volunteers including induction, regular wellbeing chats and training with the support of the CHWS Manager.

Ensure that there are adequate volunteers to support the effective delivery of the service over a 6 day rota.

Carry out effective risk assessments related to client interactions and operational policies and practices, lone working, and safeguarding.

Monitor and manage team performance in line with Mind in Croydon and Croydon BME Forum employment policies and practices to develop and retain competent, motivated and committed volunteers.

Lead and implement regular reviews of volunteer support at the CHWS, and ensure resources are used effectively.

General

Provide advice, information and support to people who visit the Croydon Health and Wellbeing Space. The post-holder will be based in the direct access reception area.

Provide a reassuring and friendly welcome and ensure that visitors are referred to the correct person or service within the Croydon Health and Wellbeing Space and re-direct members of the public to internal and external services where necessary.

Ensure that each person is listened to and connected with the support they seek as far as possible - including mental health, welfare benefits, housing, employment, carers, and domestic abuse. A key skill will be to identify when a client presents with 'surface level issues' and when a deeper conversation is needed to identify the underlying issues.

Provide information, advice and support to clients who present in a mental health crisis.

Work as a member of a multi-disciplinary team.

With the rest of the team, attend staff meetings and participate in whole staff planning and strategic development of the service in accordance with our aims and objectives.

Work in partnership with local professionals in statutory and voluntary sector organisations to ensure that appropriate referrals are made and to enable effective inter-agency relationships to be developed.

Respect and maintain personal and professional boundaries concerning relationships with service users, volunteers, and other staff.

Act in a professional and responsible manner which does not have a negative impact on the service or the organisation as a whole and which is in accordance with the policies and procedures of the organisation.

Promote the Croydon Health and Wellbeing Space to statutory and voluntary and community sector organisations within the borough via attendance at local partnerships and forums.

Give presentations about the work of Croydon Health and Wellbeing Space to other organisations and stakeholders within the borough.

Contribute positively and constructively to the development of Croydon Health and Wellbeing Space.

Attend training, forums, and meetings to ensure knowledge remains relevant and current.

Keep up to date with relevant legislation, policy, and practice in mental health, as well as within the field of information & advice more generally.

Accept line management and supervision from the post holder's designated line manager and engage constructively in this process.

Accept the need to learn from experience, to actively take part in reflective practice, to change where necessary, develop new skills, undertake training, and keep up to date with current mental health practice.

Maintain accurate and up to date client records using online triage and database systems in accordance with service policies and procedures.

Collect and collate statistics and qualitative feedback from users of the Croydon Health and Wellbeing Space for the purposes of effective monitoring for commissioners and other key stakeholders.

Work within all policies and procedures of the organisation, ensuring that quality standards and maintained and information remains confidential and adheres to the General Data Protection Regulations 2018 (GDPR).

In addition to the tasks and duties outlined in this job description, undertake other duties as required.

Agreement

The is not exhausted and is subject to change considering the service, work, priorities, or requirements. Such change will be discussed and consulted on with the post holder. Mind in Croydon Ltd and Croydon's BME Forum reserves the right to vary or amend the duties and responsibilities of the post holder at any time in accordance with the needs of the service. The statements contained in this description, reflect general details as necessary to describe the principle functions of the job, the level of knowledge and skill typically required to undertake the role.

It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, peak work periods or otherwise to balance the workload.

The dated signature of the current post holder is an agreement that the provides an accurate outline and picture of the job as it currently exists.

Person Specification

Knowledge and Experience

Essential

Desirable

Qualifications

Relevant mental health, housing, social care or psychology related training or qualifications

E

Demonstrable evidence of equivalent learning or training

D

Experience

At least one year's paid work experience in advice work, with Welfare Benefits Advice, Universal Credit, welfare rights, housing, money or debt management component. Extensive voluntary experience will also be considered

E

Demonstrable lived or learned experience and understanding of mental health and related issues and difficulties or challenges

E

Working knowledge and experience of person-centred approaches and recovery models

D

Experience of managing/supervising volunteer teams or working within a volunteer team

D

Experience of working in voluntary or community settings and building relationships with local groups and organisations

D

Experience of creating, managing and maintaining high quality records of contact and interaction with people, working within a caseload

E

Experience of peer support approaches and asset/strengths-based care and support systems

D

Knowledge, Skills and Capabilities

Detailed and up-to-date knowledge of all Welfare Benefits, Housing and Social Security legislation

E

Ability to write and record clear and concise case records and letters and understanding of the need for detailed case recording using databases

E

Ability to work alongside the person in nondirective ways - helping the person find solutions that work for them (rather than suggesting solutions)

E

Ability to focus on and build a person's strengths and their ability to make use of the resources available to them

E

Ability to remain recovery-focused - working with empathy, building autonomy, empowering the person to define, lead and own their recovery

E

Ability to build effective, safe and trusting relationships with people using services and with professionals in multi-disciplinary teams

E

Excellent numeracy, literacy, IT and verbal communication skills

E

Ability to deal in an impartial, courteous and culturally competent manner, with people from different backgrounds and with different levels of communication skills

E

Ability to travel around the borough in a timely manner as the role may require some travel to community Hubs and various meetings

E

Ability to give effective help to people who may be withdrawn, distressed and/or confused and to manage exposure to dealing with difficult and emotional circumstances/situations

E

Ability to maintain standards of work under pressure

E

Ability to work alone on specific tasks, to prioritise tasks and time effectively, and manage caseloads to meet appropriate standards and performance measures

E

Understanding of the implications that a confidentiality policy has for the service

E

Ability to work flexibly across the team and localities and some evenings and weekends as required (approximately one in three weekends)

E

Willing to work in any other place within the community where clients wish to be seen to fulfil the Service Level Agreement Requirements

E

Personal Attributes and Approach

Values people and sees their potential, worth and strengths

E

A positive attitude toward challenges and problem solving

E

Develops effective and trusting relationships, characterised by respect - being non-judgemental and not making assumptions about the person's experiences, beliefs

E

Works inclusively respecting the diversity of each person's experience, and their background or cultural context

E

Highly motivated and able to learn quickly, willing to seek advice appropriately and accept supervision and training as required

E

Shares responsibility for their own personal development

E

Job Types: Full-time, Fixed term contract
Contract length: 2 months

Pay: 31,000.00 per year

Application question(s):

We are unable to offer sponsorship. Please download an application form from our website www.cmbeforum.org
Work Location: In person

Application deadline: 09/01/2026