Project Overview and Role:
The Refugee Employability Programme is a new initiative that offersenhanced support to defined cohorts of legally recognised refugees in the UK.Starting in September, the programme will provide tailored support for eachparticipant focussed on gaining sustainable employment. Palladium will workwith employers, local government, and other partners to ensure that individualsare fully supported with their employment and integration in UK society. Theprogramme includes delivery of employability-focussed English to Speakers ofOther Languages (ESOL) tuition for some of the cohorts.
Palladium is responsible fordelivering the programme in the South East of England.
As Case Manager, you will be responsible for deliveringthe front-line support to customers on the Home Office Refugee EmployabilityProgramme, ensuring that they receive excellent service which is compliant withall Home Office requirements.
Your responsibilities will include:
1. Take responsibility for engaging with potential customers, explaining eligibility and bringing in referrals to the programme as part of a coordinated team approach.
2. Be accountable for your caseload of assigned customers and working with them to address their learning, integration and employment needs in line with both contractual requirements and the individual’s needs. This will include:
Building rapport and a positive working relationship with each customer. Assessing the customer’s starting position to decide how to best meet their needs.Creating and following through with individual Personal Development Plans, ensuring appropriate and effective activity is undertaken by each customer.Providing challenge, advice, and guidance where appropriate, to develop customers’ capability in the recruitment process ensuring they have the necessary skills and confidence to secure employment.
3. Develop an understanding of specialist signposting services in the local area/region, so that you are able to source and refer customers to additional support when needed;
4. Cultivate a welcoming environment and ensure a high level of engagement / re-engagement with customers;
5. Work collaboratively as part of a small team to ensure excellent support for all customers;
6. Deliver programme in accordance with contractual Service Level Agreements and company standards;
7. Maintain customers’ records in accordance with data protection requirements so that personal information is safeguarded, and the customer journey is accurately recorded;
8. Meet personal performance targets, Key Performance Indicators and Quality and Compliance measures by delivering high quality employability provision to customers, both remotely and face to face;
9. Develop relationships and networks with key local stakeholders including employers to provide the best possible support for customers.
Required Qualifications:
Required
10. A passion for working with people
11. Experience of working in a customer engagement and support-focused role
12. Experience of providing one-to-one support and coaching to individuals with the ability to constructively challenge where needed
13. Experience in the management of a caseload of individual customers according to a set of contractual standards and requirements
14. A level of independence and professionalism to work independently
15. Detail-oriented with strong organisational and communication skills
16. The ability to be based in, and travel around the Hampshire and Isle of Wight region; candidates already based in Portsmouth or Southampton are encouraged to apply.
Desirable
17. Exposure to the challenges experienced by refugees or asylum seekers, or personal lived experience
18. Experience delivering one-to-one employability support or ESOL assessments and training
19. Trained in trauma-informed approaches and safeguarding
20. Access to a reliable vehicle and a full, clean drivers licence
21. Knowledge of languages including Amharic, Arabic, Albanian, Bengali, Dari, Farsi, Hindi, Pashto, Spanish, Tigrinya, Urdu or Yoruba
KeyCompetencies:
22. Ability to engage, motivate, challenge and inspire;
23. Proactive and solution focused, bringing both creativity and practicality to bear;
24. Excellent communication skills;
25. Performance and target focused;
26. Excellent organisation and prioritisation skills;
27. The determination and drive to want to make a positive difference.
Location andcompensation
This is a 6 month Fixed Term Contract based in Southampton, with the expectation that there will be frequent visits within catchment area of Hampshire and Isle of Wight to outreachlocations, hotels, partner offices and/or locations which are convenient formeeting the customer group for this programme.