Generic Role Profile - Counsellor - Service Performance + progression

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