Job info	Job info details
Job title	Hostel Concierge
Strategic team/Directorate	Adults and Community Services
Service	Community & Customer Services
Business unit	Community Safety
Responsible to (day to day issues)	Hostel Manager
Accountable to (line manager)	Hostel Manager
Salary grade	C
JE ref	ADC35

1. Key purpose of job

• To ensure that the Leonard Stocks hostel is safe and secure through the provision of overnight concierge service. 
• This includes controlling access to the building, being the first point of contact for all emergencies and carrying out Health and Safety checks and cleaning.
• Leonard Stocks Centre play a central role in Torbay’s temporary housing provision, facilitating support and effective moves into longer term sustainable accommodation.

2. Anticipated outcomes of post

• Working in a team to deliver a safe and high-quality environment for people to temporarily reside and access any relevant supportive assistance.
• Provision of a service that is integrated into system delivery across agencies.

3. List key duties and accountabilities of the post

• To provide waking night time shifts on a rota basis ensuring a safe and secure environment within the hostel. 
• Being the first point of contact for clients during the night and contacting the On Call service/emergency services if appropriate. 
• Maintaining high standards of maintenance by logging and recording any maintenance issues in accordance with procedures and redressing basic maintenance or cleaning issues as they arise – i.e. changing light bulbs, clearing up broken glass etc.
• To actively ensure the security of the building through, as a minimum hourly, Health and Safety Checks and the monitoring of CCTV systems, plus monitoring constant access in and out of the building. 
• Carrying out resident room checks as necessary.
• To deal with emergency situations taking action in the event of a fire or other incidents and being responsible for calling emergency services in an appropriate manner. This will include completing incident reports.
• To update paper and computerised systems and ensure all occurrences through the night are recorded. 
• To treat clients and their concerns with dignity and respect ensuring you remain calm and objective when dealing with difficult or problematic situations.
• Spending time talking to the residents; supporting the key worker role with clients likely to be seen more at night.
• To deal with any neighbour concerns or complaints as they arise taking appropriate action and report these to the on call or Service Manager, Team Leader and Support Workers after each shift.
• To complement and support the work of other project staff by the recording and handing over of relevant information after each shift.
• To participate in regular supervision meetings and individual annual appraisal, plus team meetings as required, attending training events and conferences as necessary. 
• Contribute to the protection of residents from abuse, and support residents who have been victims of abuse or are at risk of abuse.
• Support the Manager to seek out views from residents on service improvements.
• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.

4. Budgetary/Financial Responsibilities of the post

• None. 

5. Supervision/Line Management Responsibilities of the post

• None. 

6. Working environment and conditions of the post

• Primary base will be within the Leonard Stocks Hostel.
• Work will involve working with residents that have complex needs and may be volatile. 

7. Physical demands of the post

• Normal physical effort. 

8. Specific resources used by the post

• Normal office and agile working equipment. 

9. Key contacts and relationships

• External - Devon and Cornwall Police and local neighbours. 
• Internal - Hostel Staff team and Managers. Colleagues within Community Safety Department (particularly Housing Options and ASB and Vulnerability Team), Public Health, Adult Social Care, Safeguarding Adults Team. 

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job. 

Other Information

• All staff must commit to Equal Opportunities and Anti-Discriminatory Practice. 
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for. 
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children's Services are the Safeguarding Leads for the Council. 
• This post is office based at The Leonard Stocks Centre Hostel but the post holder may be required to move their base to any other location within the Council at a future date. 
• As this post meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check (Disclosure) from the Disclosure & Barring Service before the appointment is confirmed. This will include details of ALL cautions, reprimands or final warnings as well as convictions, whether “spent” or “unspent”. Criminal convictions will only be taken into account when they are relevant to the post. 
• The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles.  The Council does not permit smoking breaks within work time, however, in services where the flexischeme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures. 
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role. 
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes. 
• If this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English. 
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party). 
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing www.gov.uk/view-drivinglicence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Hostel Concierge
Strategic team/Directorate	Adults and Community Services
Service	Community & Customer Services
Business unit	Community Safety

Skills and effectiveness

Essential skills and effectiveness

• Good communication and IT skills. 
• Listens and communicates effectively. 
• Basic numeracy & reasoning skills. 
• Courteous & respectful to all customers. 
• Ability to work well with colleagues for the team purpose. 
• Ability to use logical processes for solving problems and decision making. 
• Ability to work proactively and responsibly at all times to protect vulnerable persons. 
• Ability to work on instruction & prioritise work independently. 
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.

Desirable skills and effectiveness

• Ability to work effectively with challenging behaviour in a hostel or other similar environment. 

Knowledge

Essential knowledge

• Understanding and commitment to Torbay Council Values. 
• Basic knowledge of equalities legislation. 
• Basic understanding of protection and safeguarding people from abuse. 
• Basic knowledge of substance misuse and/or mental health issues. 
• Understanding of the need for confidentiality and discretion at work. 

Desirable knowledge

• Good understanding of safeguarding legislation. 
• Understanding of domestic abuse and sexual violence policy. 
• Good understanding of data protection legislation. 

Experience and achievements

Essential experience and achievements

• Experience of managing overnight security, within a homeless hostel, supported housing or other hospitality setting, e.g., hotel. 
• Experience of carrying out health and safety monitoring with the use of CCTV and observation. 
• Experience of carrying out basic emergency repairs as and when appropriate. 

Desirable experience and achievements

• Working within a homeless hostel or supported housing facility. 
• Experience of working with people with mental health and/or substance misuse issues. 
• Experience of working for a supported housing provider. 
• Having worked with people with mental health and/or substance misuse issues. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Good standard of general education, including GCSEs in Maths and English (or equivalent). 

Desirable qualifications/professional memberships

• National Vocational Qualifications (NVQs) in subjects such as administration, hospitality, hotel management or similar. 

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people and adults. 
• Ability to accommodate unsociable hours. 
• Ability to accommodate shift patterns.