Generic Role Profile - Counsellor - Service Performance + progression

Level: Grade 3Prepared by: Linda CooteDate: 2 March 2007Version: F1Organisational FitROLE TITLE:Counsellor I – Substance MisuseREPORTS TO:DEPARTMENT: Service Performance GRADE: 3ROLE PURPOSE:Service Manager/Team LeaderPAY RANGE: StandardGENERIC ROLE PROFILETo provide and develop a range of quality care planned counselling interventions to current substance users in linewith the Business Plan. To recruit, train and supervise student counsellors and to assist and support them indelivering services in conjunction with the staff team.To support the line manager to meet the statutory requirements of the service specification and prepare for allinternal and external service audits/inspections.To take prime responsibility for therapeutic interventions, delivering appropriate one to one sessions and mentoringproject workers. Leads a variety of therapeutic approaches including person-centred therapyKeyAccountabilitiesKey Activities / Decision Areas1. Quality To ensure quality standards are maintained by:-• Monitoring own performance to ensure it meets expectations and agreed performancecriteria• Participating and utilising management information and data collection systems asappropriate• Participating in the continuous improvement of the serviceDANOS: AC1:AC2:BE22. OwnDevelopment3. Health & Safety& RiskManagementTo continuously review own performance and development needs to assist growth anddevelopment by:-• Participating in open two-way dialogue during Performance Management meetingsagreeing own task and development objectives and reviewing these and overallperformance against the competency framework.• Participating in training and other development opportunities as agreed within thePerformance Management process.DANOS: AC1:AC2To ensure a safe working environment for self and the team by:-• Ensuring good standard of housekeeping is maintained with own area• Ensuring risk assessments are completed when appropriate• Taking personal responsibility for own safety e.g. reporting concerns, ensuringappropriate vaccinations and eye tests etc. are obtained• Complying with all Health and Safety policies and procedures including serious untowardincidents and accident reportingDANOS: AB3:AB4:AB5:AB84. Compliance To ensure compliance with internal and external standards and codes of conduct by-• Meeting all regulatory requirements• Complying with Turning Point’s Code of Conduct, policies and procedures5. Miscellaneous To undertake any other duties reasonably requested by the line managerServicePerformanceService Performance Specific Key Activities/Decision AreasSpecific KeyAccountabilities6. Service Users To proactively deliver a high quality/person centred service provision that meets the needs ofthe service users by:-• Promoting peoples’ rights and responsibilities• Working as an effective member of the team• Providing advice and information to Service Users, their families and friends andprofessionals regarding their support.• Developing, in consultation with Service Users, flexible and realistic support

packages/person centred plans within agreed guidelines or service models• Ensuring that a collaborative approach is used, with effective communication links withexternal professional groups e.g. GPs, Social Services, etc. and to work as an effectivemember of any multi-disciplinary team• Providing written reports to professionals and other organisations, such as, GPs,probation services, social care services, Court reports etc.• Ensuring record keeping is maintained to the required standard at all times andcontributing to service monitoring requirements• Undertaking responsibility for clinical risk and needs assessment and the formation andimplementation of management plans• Agreeing and formulating individual action/care plansDANOS:AA2:AA3:AA4:AA5:AA6:AB1:AB2:AB3:AB4:AB5:AB8:AB9:AB10:AD1:AF3:AG1:AG2:AG37. Service To assist the Service Manager/Team Leader in the implementation, development anddelivery of the service by:-.• Deputising for the Service Manager/Team Leader if required• Assisting in the development and implementation of Service record keeping, proceduresand policies• Attending relevant internal and external meetings as requested including multi-agencymeetings and Statutory Sector Services.• Ensuring that all joint working Policies and Procedures are adhered to where the Serviceis run on a partnership basisDANOS:AA4:AC1:AC2:BE28. ServiceDevelopmentTo work collaboratively to develop the service by:-• Developing and co-ordinating professional links with other statutory and voluntary serviceproviders, ensuring a corporate approach is adopted.• Assisting in establishing formal communication / support / education structures forstatutory and voluntary service providers throughout the Local area.• Ensuring the service and the wider organisation of Turning Point is represented in aprofessional manner at all times.• Proactively contributing to continuously improving the service by making positivesuggestions, providing constructive feedback and assisting in the implementation ofagreed new ways of working.• Ensuring day to day delivery of service provision embeds and extends Turning Point’sperson centred approach.• Meeting agreed performance targets and outcomesDANOS:AG3:BB1:BD3:BI1:BI2Substance MisuseSpecific KeyAccountabilities9. Empathy,Support &Encouragementof service users10. TherapeuticInterventionSubstance Misuse Specific Key Activities / Decision AreasTo emphasise, support and encourage service users by:-• Working with service users to develop comprehensive plans, monitoring and reviewingprogress against these• Enabling service users, through education and raising awareness, to manage factors thataffect their mental wellbeing• Ensuring effective care pathways are provided to each service user• Developing, implementing, and reviewing service user focussed interventions• Recognising indicators of deteriorating mental health, acting appropriately and liaisingwith the relevant agenciesDANOS:AA1:AA2:AA3:AA4:AA5:AA6:AB1:AB2:AB3:AB4:AB5:AB8:AB9:AB10:AD1:AD3;AG1:AG2:AG3:AI1:AI2:AI3To take primary responsibility for therapeutic interventions by:-• Providing a range of care-planned counselling interventions for service users with a rangeof complex issues in addition to their substance misuse, including mental health, childprotection, homelessness, abuse, etc. using a range of counselling models• Providing counselling/support on specific substance use issues including harm reductionrelapse prevention and motivational work• Design and deliver DANOS compliant training modules on counselling skills andinterventions as part of a structured training and induction programme for studentcounsellors and volunteers• Promote the development of quality evidence based drug treatment interventions throughprovision and delivery of speaking engagements, training, guidance and other relevantmeans to staff and other professionals• Taking a lead role in developing the counselling service including the design,

11. Outreach Coordination12. Sector QualityStandardsimplementation and evaluation of policies and procedures and internal research projectsDANOS:AA2:AA3:AA4:AA6:AB1:AB2:AB3:AB4:AB5:AB8:AC1:AC2:AC3:AC4:AD2:AD3:AD4:AI1:AI2:AI3To coordinate, lead and develop an Outreach Service offering support to community basedservice users where one is required by the service by:-• Formulating case plans in accordance with evolving model of care• Ensuring implementation and compliance with risk assessments and case plans• Providing case management to the outreach team in liaison with the senior clinicianwhere appropriate• Reporting on the work of the outreach team to senior clinicians and internal managementDANOS:AA1:AA2:AA3:AA4:AA5:AB1:AB2:AB3:AB4:AB5:AB8:AB10:AF1:AF2:AF3:AG1:AG2:AG3:AGI1:AI2To ensure all services are delivered in accordance with recognised standards by: -• Ensuring all services are delivered within DANOS, QuADS, and CSCI standards asappropriateOther DutiesRole DimensionsFinancial (limits/mandates etc.)• Responsible for managing petty cash and dailyexpenditureNon-financial (customers/staff etc)• Case load dependent upon service

Main Contacts (external and internal)Contact group• Service Users• Service Manager/Team Leader• Team Members• Carers/Friends/Family members• Partner agencies in local area• Regulatory bodies• Locality manager and TPCentral Support services• Local community members• Advocacy /Service User forumsFrequency• Daily• Daily• Daily• As required• As required• As required• As required• As required• As requiredPurpose• Provide support and guidance. Ensureservice delivery effectiveness and userinvolvement/consultation• Guidance, support, advice and provision ofinformation• To deliver service and provide reciprocalsupport/guidance and management asrequired• Provide support and guidance. Serviceuser reviews, finances and health• Communications, service delivery andhealth and social support to service users• Service monitoring and review• Corporate issues, national guidance,ensuring continuity of high quality service.• Community issues• Discuss ethical issues regarding serviceusersPerson Specification (Essential only)Technical / Professional Skills, Expertise and Qualifications• Proven verbal and written communication skills with the ability to tailor the message to the audience• Collaborative team working skills• Able to deliver a range of services/treatments/interventions in a person centred, non-judgemental manner.• Able to demonstrate flexibility and creativity when developing support packages• Experience in managing a caseload of service users with complex needs• Adaptable and able to work in a challenging and changeable environment• Proven track record in managing incidents of verbal and violent aggression• Able to demonstrate a good knowledge and value base in a relevant service specialismAdditional Service user Sector Specific Requirements (Essential only)Technical / Professional Skills, Expertise and Qualifications• Diploma in Counselling or equivalent• Including person Centred Approach and Cognitive Behavioural Therapy• Clear theoretical and practical knowledge of the application of medical and non-medical treatment approachesto drug users e.g. substitute prescribing, detoxification, relapse prevention and harm minimisation• Track record of facilitating one to one therapeutic intervention sessions• Experience of coordinating an outreach service if appropriate to Service requirements• Proven track record of working within the Substance Misuse sector• Demonstrable education and/or training in the Substance Misuse sector and in DANOS standards• Working knowledge and understanding of complex needs• Understanding of the issues faced by service users with substance misuse and/or dual diagnosis challenges• Working knowledge and understanding of current legislation and quality standards• Experience in designing and delivering training programmes• Experience of providing and receiving clinical supervision• Experience of managing tier 2 and 3 services within the Models of Care framework as appropriate to the service

The Counsellor’saim is to achievepersonalcustomer-focusedexcellence and toencourage this inany team they areproviding 1 st linesupervision toDeliveringPositiveOutcomesWorking towardsand achievingagreed outcomesPROGRESSION IN ROLECOUNSELLOR I - SUBSTANCE MISUSEWhat does this role look like when done at varying levels of competency?COMPETENCY INEFFECTIVE PROFICIENT ADVANCED• Often generates customer complaints • Is proactive and reliableCommitment toCustomerServiceProvides aquality, inclusivecustomerfocussedservice•••••Does not comply with organisationalpolicies, procedures or legal requirementsMakes promises that cannot be deliveredIs unresponsive, unhelpful and inflexible withcustomersCovers up mistakesAllows unsafe working environments to go••••Delivers high quality person centredservicesTakes personal accountability for ownresponsibilitiesTakes corrective action when necessary,sharing learning with othersProactively collects feedback from serviceunreportedusers or others as appropriate• Fails to treat people with dignity and respect • Is open to, and acts positively on feedbackreceived• Maintains a safe working environmentThe Counsellor’saim is to deliveragreed outcomes• Wastes resources• Takes decisions without considering theconsequences• Does not consult appropriately or keepothers informed• Consistently fails to meet agreed objectives• Takes inappropriate risks• Endangers the health & safety of self and/orothers• Does not cooperate in achieving own orothers’ objectives and/or outcomes.• Does not participate actively in the PDPOsystem• Uses resources efficiently/effectively• Always completes care/support plans foreach service user to required standards• Takes a positive approach to achieving theagreed outcomes for each service user.• Effectively contributes to service targets• Proactively manages risks, identifiesobstacles and asks for help when necessary• Completes own tasks within the agreedtime, budget, and standards• Ensures that work is always completed in athorough manner• Maintains, monitors and evaluates reportingsystems• Work on a daily basis consistently exceedsexpectations and quality standards,bosses and peers alike recognise theemployee as someone who ‘goes the extramile’• Spontaneous feedback is often receivedfrom service users, other agencies andpeers and is consistently positive• Shares their expertise supportively withcolleagues to improve the overall service’scustomer focus.• Anticipates and acts to resolve issues asappropriate that may result in poor qualityand service standards• Actively develops innovative personcentred approaches• Feedback from service users and othersconsistently states that the employee hasencouraged the service user to exceedtheir own expectations in turning their livesaround.• Regularly achieves more than agreedeither through own objectives, expectedoutcomes or accepted quality standards• Stays motivated and energised underpressure and is resilient when faced withset backs• When discussing problems/issues hassuggestions for a solution• Regularly volunteers to help out team

• Maintains all service user records to therequired standard and in a logical andordered manner• Actively participates in PDPO system, isopen and honest in discussions andreceives and acts upon feedbackmates to achieve their outcomes whilst stillachieving their own• Is instrumental in ensuring that the Serviceis known for consistently delivering thehighest standards.• Provides a consistently high quality personcentred service with Service Users withwhom other peers fail to support aseffectively.• Reflects on, and displays self knowledgeabout, own performanceShowingPersonalLeadershipTaking personalresponsibility anddisplayingintegrity andprofessionalism atall timesThe Counsellor’saim is toeffectivelymanage self in aprofessionalmanner and actwith integrity at alltimes• Bad mouths Turning Point• Does not lead by example• Takes credit for others’ work or ideas• Does not keep up to date with developmentin own professional area• Blames others for own mistakes• Does not deal with conflicts appropriately• Fails to keep things in perspective; causesanxiety and stress for others• Understands Turning Point’s vision andvalues and acts in support of these aims• Acts in a fair and unbiased manner with all,acknowledging and appreciating differencesof all kinds• Helps new or inexperienced workers settleinto the service by inducting, coaching andsupporting them.• Works cooperatively, is helpful andadaptable.• Is sensitive to the impact of own actions onothers choosing appropriate style andlanguage.• Consistently motivates/challenges/ supportsothers in the pursuit of agreed outcomes• Contributes to a stable and effective teamworking environment• Takes advantage of opportunities to learnand develop by all appropriate means (i.e.not just attending training courses whenrequired to)• Projects a positive image of Turning Pointexternally never attracting negativefeedback on behaviour• Consistently works in accordance withTurning Point values on a daily basis andchallenges others if and when negativebehaviours are displayed• Keeps calm in a crisis and keeps emotionsin check when under stress or in difficultsituations• Is keen to gain new knowledge andexpertise and actively seeks theopportunity to do so• Helps others to learn and develop byvoluntarily sharing knowledge, showingpeople how to do things and givingcolleagues support when trying out thingsthat are new to them.• Effectively communicates keyorganisational messages activelysupporting the wider aims of Turning Pointas an organisationEffectiveCommunication• Fails to communicate effectively• Interrupts and/or over-talks others• Is rude and insensitive• Reports, letters and/or emails are written inclear and concise language avoidingunnecessary jargon• Demonstrates the effective use of a rangeof communications tools and techniques• Point of view is always based on reason

Listening andcommunicatingclearly and openlyThe Counsellor’saim is to utiliseeffectiveinterpersonalcommunicationskills• Writes ungrammatical and/or illogicalcommunications• Uses aggressive or inappropriate bodylanguage• Uses jargon inappropriately• Communicates inaccurately through lack ofpreparation• Displays active listening and questioningskills when communicating verbally toensure understanding (misunderstandingsare rare events)• Always chooses appropriate style ofcommunication for the audience/recipient(s)and communicates the right information tothe right people at the right time.• Maintains confidentiality and security ofservice users’ and/or others’ personalinformation• When supervising others, assigns work in aclear unambiguous manner whilst ensuringmutual understanding of tasks involved andprovides effective and constructive feedbackon an ongoing basis• Represents the organisation, service usersand peers effectively in meetingsand logic and quality conversations withothers come naturally• Is seen to initiate the conversation withothers especially in difficult situations andapproaches these with tact.BuildingRelationshipsWorkscollaborativelyinternally andexternally withothers to achieveTurning Point’svisionThe Counsellor’saim is to buildeffective androbustrelationships withcolleagues andcustomersInnovation &Change• Puts own agenda before others• Avoids involving others• Displays unethical behaviour• Commits beyond own remit• Is inflexible and unable to adapt personalstyle• Does not recognise appropriate boundaries;oversteps the mark• Unwilling to see things from others’perspectives• Always finds a reason for not doingsomething new• Creates and maintains effective externalrelationships that assist the expansion of theservice• Builds productive and cooperative workingrelationships with colleagues demonstratinga willingness to compromise for the overallgood of the service• Always maintains appropriate professionalwork-focussed relationships at all times• Respects individual differences andcontribution acknowledging and appreciatingsame• Displays an open minded approach, listensto others and seeks solutions to problems• Shows a positive approach to change,willingly adopting new approaches to• Voluntarily gets on with their fair share ofunpopular tasks• Takes the wider team issues into accountwhen doing their job• Works effectively across role boundaries• Works on personal differences betweencolleagues to minimise the impact of theseat work• Willingly offers and provides support andassistance to colleagues• Shows enthusiasm for newexperiences• Develops new ways of involvingservice users in provision of high

Delivering serviceimprovementthroughinnovation andchangeThe Counsellor’saim is to solveproblems andpositivelyembrace changeat a personal levelDeveloping &Applying jobknowledge andskillsContributing tothe provision ofsocial care bydeveloping,maintaining andapplying own jobknowledge andskills• Is resistant to new ideas• Says ‘we’ve always done it this way’• Creates barriers to prevent or slowchange• Does not meet minimum knowledge and skillrequirements• Avoids sharing knowledge and skills• Does not complete required learning anddevelopment activities• Discourages new thinking or ways ofworking• Fails to apply knowledge and skills inpracticeexisting tasks• Keenly responds to implementing personcentred service approach• Actively suggests new ways of working thatimproves existing processes• Actively contributes ideas and suggestions• Anticipates changing needs of service users,communicating and planning accordingly• Maintains and develops own areas ofprofessional skill• Applies appropriate theories and knowledgein a practical manner• Complies with all regulatory, statutory orinternal knowledge and skill requirements• Shares knowledge in areas of servicedelivery in which they have demonstrableexpertisequality and innovative services• Identifies new opportunities forimprovement for service developmentand seeks ways to develop them• Motivates colleagues to find solutionsto problems and challenges• Actively supports ServiceManager/Team Leader in ensuring thatimprovement in service delivery is anongoing process• Takes a proactive role in developingnew services with the support of aservice manager• Develops knowledge and skill beyond theimmediate requirements of their job• Active member of relevant professionalbody• Voluntarily coaches others to help theirdevelopment across a broad range of skills• Provides training in areas of own expertiseThe Counsellor’saim is to developand apply jobknowledge andskills to own role,coaching othersas appropriate

Business andFinancialAcumenManaging andgrowing thebusiness• Shows poor financial management & control• Wastes resources• Provides inaccurate or misleading financialinformation• Makes unauthorised decisions regardingfinances• Feeds information into the budgetary cycle• Shows awareness of financial impact ofdecisions and/or actions• If supervising others manages resourceseffectively• Recycles waste effectively• Maintains accurate financial records• Ensures expenditure is authorised by linemanager and appropriate procedures arefollowed• Displays an understanding of theimportance of financial planning andmonitoring• Identifies and communicates costs savings• When supervising others, makes the bestuse of resourcesThe Counsellor’saim is to operatewithin budgetsand financialparametersApplyingManagementInformationManaging andinterpretingbusiness andoperationalinformationThe Counsellor’saim is to enterdata and collagemanagementinformation• Sends out inaccurate and/or out of dateinformation• Produces misleading information• Produces unnecessarily complex information• Withholds information or provides too much• Breaks confidentiality• Is computer literate and uses a broad rangeof packages• Checks data for accuracy and inputscarefully into systems/records maintainingup to date files• Ensures gaps in data/information are filledand input to systems and/or records.• Appropriately shares information in line withinternal and external guidelines• Effectively implements informationmanagement policies and procedures withminimal support line manager• Identifies new ways of using existing datasystems to manage information moreeffectively• Uses technology to improve the efficiencyof data collection and analysisLeading PeopleLeading andmotivating peopleto achieve theirbestThe Counsellor’s• Takes credit for someone else’s good work• Doesn’t know what’s going on or what theirsupervisees are doing• Does not deal with conflict appropriately• Ignores poor performance• Only tells people what they want to hear• Shows favouritism• Expresses feedback in an unconstructive• When supervising others takes account ofparticular strengths and utilises them insupport of achieving objectives/tasks• Ensures praise and credit is given to theperson(s) responsible rather than acceptingit themselves• Leads by example, takes a fair share of theload and ensures both challenging and• Leads by example in displaying the highestlevel of integrity and ethical behaviour,providing constructive feedback in asupportive manner, maintainingprofessional working relationships in themost challenging of circumstances.• Is looked upon as someone to emulateand is frequently asked for advice

aim is to provide1 st linesupervision to asmall team is tohelp those peopleachieve their bestand work toagreed standardsof performanceand negative mannerinteresting tasks are fairly distributed in theteam as well as the routine.• Motivates others to perform to an acceptablestandard and achieve their objectives/tasks• Displays a consultative style thatencourages people to develop additionalskills and knowledge• Challenges ineffective and unacceptablebehaviour under the guidance of teamleader / service managerregarding maintaining a quality service andservice user involvement methods.• Has the confidence and ability to challengeineffective and unacceptable behaviourwith minimal guidance from team leader /service manager