Performance Standards for Duty Workers

The ten key performance areas relating to support are:-

1. Professional accountability and communication
2. Promoting engagement with service and social networks
3. Promoting independence: life skills
4. Promoting independence: employment and training
5. Promoting independence: resettlement
6. Promoting good health: mental and general health
7. Promoting good health: substance misuse
8. Health and Safety
9. Promoting diversity
10. Effective tenancy and license management

There may be additional requirements related to the service specification e.g. mental health,
complex needs, male/female refuge.

1. Professional accountability and communication

Detail and examples:

Demonstrates knowledge of all relevant legislation, policies and procedures
Maintains a professional image both internally and externally through punctuality,
appropriately preparing, dressing appropriately and delivering agreed actions
Information is recorded, kept and provided in accordance with the Data Protection Act
(1998), and in the best interests of clients
All information, reports, support planning documents and applications, including
computerised records, are factual, accurate, in plain English and recorded or
submitted on time
Takes responsibility for professional development by attending training, preparing for
supervision and appraisal, providing appraisal feedback for colleagues
Promotes a safe and welcoming environment to all clients, visitors, contractors ,
including effectively de-escalating difficult situations
Participates in organisational communication and development e.g. reading Bulletin,
Core Brief, responding to consultations (e.g. Annual Staff Survey, procedures)
Invites feedback from clients, neighbours and external partners as opportunities to
learn and improve
Maintains and shares up-to-date local information and named contacts within other
agencies, e.g. substance use, mental health probation, outreach
Understands how to contact appropriate services in a crisis e.g. Safer Neighborhoods
team or other local police team, On-Call Manager, 999
Communicates with colleagues promptly about diary changes and documents handed

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 in by clients
Sets and maintains appropriate professional boundaries with all clients, staff,
volunteers and contracts
Reviews project diary/logbook/equivalent at beginning of each shift and carries over
any tasks that have not been completed
Fulfils all reception tasks to a high standard, dealing with phones, post, enquiries
Arranges appointments for clients and accompanies them, when appropriate
Measures of success:
Positive feedback e.g. informal, supervision, appraisal, audit, commissioner
review NB. applies to all performance area
No complaints for customer service related issues
2. Promoting engagement with service and social networks

Detail and examples:

Gained positive outcomes with clients by setting boundaries when faced with
challenging behaviour to establish and maintain a positive working relationship
Has an up to date awareness of services available in the community with well
maintained resource information and contacts.
Signposts clients to services that we do not provide ourselves, making sure
information is available and accessible
Discusses and monitors isolation issues with clients.
Discusses social contact and monitors friends coming to visit
Encourages clients to get involved at their local service and to access client
involvement activities.
Measures of Success
Appropriate Opal/ Keywork notes
Positive 360 feedback
3. Promoting independence: life skills
Detail and examples:
Encourages clients to manage their own financial affairs, including budgeting for
essential items (rent, bills and food)
Assists clients with essential skills: reading issues, developing their computer skills,
making phone calls and form filling
Assists client appropriately with Independent Living skills (cooking, cleaning etc.)
whilst ensuring that they stay within the remit of the Job role.
Measures of Success
Appropriate Opal/ Keywork notes
Positive client feedback
4. Promoting independence: employment and training
Detail and examples:
Has actively encouraged learning and development as a means towards maintaining
independence

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 Makes clients aware of St Mungos Skills and Employment services and researches
appropriate external development opportunities (colleges etc.)
Measures of Success
No of clients involved in related activities
5. Promoting independence: resettlement

Detail and examples:

Offers support around insecurity and fear of change
Ensures client is clear about tenancy rights and responsibilities and landlord including
breaches, legal action, complaints and appeals
Ensures client is clear on the housing provider responsibilities and appropriate
communication channels e.g. complaints, rents, repairs and maintenance
Aware of local amenities and support networks
Organised maintenance and repairs as appropriate
Measures of Success
Successful move on of residents
Positive feedback from clients on 360 appraisal
6. Promoting good health: mental and general health
Detail and examples:
Notices and appropriately challenges unhealthy practices and ensures health risk
behaviour is discussed and recorded
Ensures information regarding health issues e.g. nutrition, exercise, sexual health is
available for clients in an appropriate language
Ensures information regarding specialist health practitioners is available, including
sexual health, gyms, TB screening
Helps promote internal and external health events
Encourages clients to attend any meals provided by the project
Measures of Success
Appropriate Opal and log entries made
Information displayed in project is accurate and up to date
7. Promoting good health: substance misuse

Detail and examples:

Follows and teaches safe needle disposal and safe body fluid practices
Takes opportunities to impart information regarding safe drug practices, harm
minimisation.
Makes information about the range, effects and dangers of substances available in
language of choice.
Measures of Success
Access to relevant information easily accessible for residents
Staff, residents and contractors not receiving needlestick injuries

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 8. Promoting Health & Safety

Detail and examples:

Manages visitors to the hostel in line with local procedures
Makes use of emergency services when necessary
Performs necessary first aid within the bounds of policy and procedure
Identifies situations which are potentially harmful to individuals and takes action to
address them
Cleans and disposes of body fluids according to recommended practice.
Disposes of needles according to recommended practice.
Has effectively de-escalated difficult situations with clients.
Monitors and remains up to date with client risk, including information from other
workers and agencies.
Documents all assessments, findings, incidents and accidents
Performs regular/timely health and safety checks to an agreed procedure, taking any
remedial action as required.
Recommends adjustments following health and safety check are carried out.
All work is carried out according to organisational and legal requirements
To lead on local Fire Safety Procedures in the service e.g. carry out regular checks of
fire alarm, emergency call systems and fire drills
Measures of Success
No foreseeable injuries sustained by staff and clients
All Health and safety incidents/ concerns reported appropriately
Displays knowledge of Health & Safety policies
Displays knowledge risks associated with residents and visitors
9. Promoting Diversity

Detail and examples:

Encourages clients to participate in celebrating events of different cultures
Supports clients to follow their spiritual beliefs and identify their spiritual needs,
considering the potential impacts on their health and well being
Supports clients to gain a greater understanding of different cultures, groups and the
individual needs and aspirations of others
Encourages clients to share their opinions and experience in a way that is respectful
to the opinions/sensibilities of other clients and staff
Constructively and sensitively challenges inappropriate treatment of other staff and
clients
Shares diversity best practice, experience and knowledge with other staff and clients
Records information in a way which is consistent with the rights of the client and
distinguishes between facts and opinions
Provides a service that meets legal requirements (such as the Disability Discrimination

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 Act) and St Mungos own Diversity and Inclusion Policy

Measures of Success
Attendance at Diversity training
Gives relevant feedback via Team Meetings, email and appraisal
Visible promotion of relevant events
Challenges inappropriate behaviour constructively
Actively promotes fair access to internal and external services
Actively promotes inclusion into the wider community
10. Effective tenancy and license management

Details and examples:

Lead on collecting and recording weekly rent and service charges, maintain resident
rent records and ensure that arrears are managed in line with the projects policy.
Lead on liaising with the Housing Benefit department and DWP to ensure that clients
and the Hostel receive all monies due to them.
Lead on keeping accurate daily records of petty cash, service charges and other
hostel/Project monies
Leads on cleaning rooms to reduce void time of room
Prepare sign up and booking in documents, including Housing Benefit forms for new
residents
Lead on taking Housing Benefit forms directly to the housing benefit office as and
when needed
Measures of Success
Correct payment and recording of Service Charges
Void times kept to a minimum
Housing Benefit and DWP forms submitted to deadline and with minimal errors
Sign-up and booking in forms are available and with minimal errors