The Operations Support Assistant provides in person customer focused support to ensure the smooth running of daily operation activities. Physically based within the services, the position required interactions with a wide variety of stakeholders, both internal and external, and affords the opportunity to directly see and experience the impact out services make in the livers of those we support.

The role contributes to efficient service delivery by managing diaries and events, responding to enquiries, maintaining accurate records, and supporting finance and procurement processes.

As well as in-person support to the service in which the role is based, the position is part of a team collaborating to provide support across the whole organisation.

This role is based at our Linburn Veterans Centre.

You don’t need to meet every single requirement to be a great candidate. Most people learn parts of the job once they’re in post, so if a role interests you and you believe you could grow into it, we’d love to hear from you.

About us

For more than 230 years we've been supporting and empowering people with sight loss to live fulfilling lives. We’re proud of what we’ve achieved, but we want to do more. We will build on our rich history to create an organisation which is prepared for the future, and ready to respond to the needs of people impacted by vision loss.

Our vision is bold. We want to be at the leading edge of positive societal change by:

• Investing our funds in the support that makes the biggest difference
• Putting our community at the heart of what we do
• Campaigning for change
• Accelerating prevention and treatment of eye conditions
• Fostering a collaborative culture of innovation and learning

We're determined that no-one should face sight loss alone. We're committed to improving, diversifying and growing our services to make sure we can reach many more people with sight loss - when and where they need us.

Our organisational values - Transform, Unite and Thrive - underpin all the work we do at Sight Scotland and Sight Scotland Veterans.

Benefits

• Generous employee pension scheme
• Learning and Development opportunities
• Employee assistance programme
• Discounted cinema tickets
• Discounts for carers

The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.

Job description

Key responsibilities

• To conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
• To assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if needed
• To provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation needed
• To support the client through the first assessment period and helping them to complete the identity verification process online, if needed
• To support clients to prepare for their first appointment with a Jobcentre Plus work coach
• If appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund
• To ensure the client understands the payment schedule and takes action to prepare
• To liaise where appropriate with bureau staff and other relevant agencies as appropriate
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
• To ensure that all work meets quality standards and the requirements of the funder
• To provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteers
• To keep abreast of the latest developments relating to welfare benefits and Universal Credit
• Liaise, communicate with and be operationally responsible to the multi-channel coordinator

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience

Essential

• Demonstrable completion of Citizens Advice Bureau Adviser Training Programme
• A sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal Credit
• Understanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standards
• Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systems
• Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
• Ability to work without supervision and prioritize workload
• Experience of working with people with multiple and complex needs
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
• Excellent organisational skills
• Knowledge of a range of enquiry areas to aid with identifying emergencies
• A commitment to the aims and principles of Citizens Advice Service
• Ability to operate as a team player and communicate effectively with colleagues and managers

Additional requirements

• Ability to commit to a rolling rota to be assigned for times between 07:45 and 19:00
• Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland.
• The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
• The post is subject to the disclosure of criminal history information

Desirable

• A proven ability to work effectively with a wide variety of stakeholders
• Experience working on helpline, webchat and video conferencing (Near Me)
• Potential ability to work remotely and as a part of a virtual helpline team

About Simon Community Scotland

Simon Community Scotland is the largest provider of homelessness services in Scotland. Our vision is for everyone to have a safe place to live, with access to the support they need. Every day we help make positive things happen for people facing extremely difficult circumstances. Everything we do is about and for people, the people we support, our staff, our partners and everyone affected by homelessness. Our values are built into every area of activity and tell the story of how people remain at the heart of Simon Community.

Day by day, person-to-person, we tailor what we offer to what people need. We are here to provide consistent, friendly and informed support so that people can explore options and take 'the next step' towards a positive future. We offer support across a range of service delivery points; Street Outreach teams, Housing First initiatives, Floating Support, Information Hubs, Managed Alcohol Program (MAP), Supported Accommodations, Emergency Accommodation, Rapid Access Accommodation, and our own rented properties. These services are delivered across many local authorities within Glasgow, North Lanarkshire, Edinburgh and Perth.

We welcome people with a wide range of skills and experiences to our team. To make a difference, we need to work flexibly, with everyday leadership and a 'can-do' approach. We want to make it right and make it happen –not only for the people we support, but also for each other.

Our #OneTeam ethos is core to who we are, and it means caring for and supporting each other regardless of our role, service or location. Find out more about our services here.

Our Support Services

Job Purpose

Working as a Service Coordinator within Simon Community Scotland’s Milestone service is a unique opportunity. You are operating at the intersection of acute clinical care, harm reduction, social prescribing and residential support.

Milestone is an intermediate care service designed for people experiencing homelessness who have complex health needs. To succeed here, your role must bridge the gap between the Safer Services (risk management and trauma-informed care) and the complex health issues (physical and psychosocial recovery). This is a great opportunity for the right person.

Service Delivery

This role will support the Service Lead at Milestone with the day-to-day delivery of the service and the development of our Safer Services Model at Milestone.

The Safer Services framework is about more than just physical safety. It focuses on psychological safety and reducing harm in a way that keeps the person at the centre.

Trauma-Informed Triage

Work with the Service Lead to ensure that Milestone operates within the Safer Services model, informing MDT decisions, creating holistic safety and wellbeing plans based on each person’s unique needs, and leading on activity coordination.

Harm Reduction Coordination

Lead on Naloxone training, overdose prevention education, and providing safety plans for people when they move on from Milestone. This includes social prescribing and community mapping.

Safe Transitions

Help remove the “cliff edge” of discharge by coordinating warm handovers between Milestone and community GP or harm reduction services, healthcare providers, and community-based services.

Coordinate SCS Pathways

Ensure the service is connected with all relevant Simon Community Scotland services, including Street Services, Housing First, VHS and Safer Communities, We See You, and StreetReads.

Job Summary

Community Mapping: “The Strengths-Based Approach”

In this role, community mapping isn’t just about making a list of nearby GPs. It’s about identifying the person’s strengths and community and healthcare options and people that offer connection without judgement.

• Community Mapping: You will support the team to sit with a person to create a literal or digital map of their “safe zones”. This includes identifying recovery cafes or services, libraries with digital hubs (like SCS’s Get Connected, Gambling Harms or Streetreads), or green spaces that support mental wellbeing.
• Service Landscapes: You will map the “warmest” routes to secondary care. For example, which pharmacies in Edinburgh are most supportive of those on Opioid Substitution Treatment (OST)?
• Which dental practices specialise in working with people with anxiety? Ensure the people we support are fully included in We See You and our Edinburgh Support Hub and Edinburgh Pathways Services.
• Safety Mapping: Under the “Safer Services” model, you will identify high-risk areas to avoid, helping the people we support plan transit routes that don’t pass through areas associated with previous trauma.
• Suitable Accommodation: Ensuring the person moves on to a suitable safe space, whatever that means to them.
• Expanding the Service Coordinator role to include community mapping, reintegration, and psychosocial activities turns the position from a clinical facilitator into a community connector for the guests at Milestone.
• In the Simon Community Scotland context, this means moving beyond just “getting healthy” to “staying healthy by belonging”.

Reintegration: The Warm Handover

Milestone is a temporary stay. Reintegration is the most important phase of the journey.

• The Transition Bridge: You will coordinate with partners like Cyrenians or The Access Place to ensure that when a person leaves, their health momentum doesn’t stop.
• Social Prescribing: Instead of just a medical prescription, you might “prescribe” a peer-support group or a volunteering opportunity. You will physically accompany a guest to their first session to lower the “barrier of the unknown”.
• Digital Inclusion: Utilising SCS’s Get Digital model, you’d ensure that people have the hardware and the data to manage their own health appointments and stay connected to their new community assets post-discharge.

Psychosocial Activities: Building Social Capital

Psychosocial support at Milestone focuses on the idea that recovery is easier when life is full of meaningful

alternatives to harmful activities.

• Therapeutic Connection to Nature & Arts: You might lead or coordinate sessions that allow for non-verbal expression of trauma, such as gardening or outdoor activities.
• Community and Support Groups: Facilitating groups that focus on the MAT Standards (Medication Assisted Treatment), helping people understand their rights and empowering them to take an active role in their clinical decisions.
• Life Skills for Independence: Practical psychosocial work like “Cooking for Health” on a budget or “Sleep Hygiene” workshops. These activities reduce the anxiety of returning to independent living. These will be co-designed and co-created in partnership with the people we support.

Admission

Health Outcome Focus: Acute medical stabilisation; BBV screening, attending appointments, transport and advocacy, holistic healthcare planning and safety plans.

Psychosocial/Mapping Focus:Creating a “Safety Map” & building trust.

Mid-Stay

Health Outcome Focus: Medication adherence; chronic condition management.

Psychosocial/Mapping Focus: Engaging in group activities; identifying community assets.

Discharge

Health Outcome Focus: GP registration; “Warm” clinical handover. Warm handovers for health and housing services.

Psychosocial/Mapping Focus: First visit to a community hub; digital health setup.

Post-Stay

Health Outcome Focus: Reduced A&E presentations.

Psychosocial/Mapping Focus: Enhanced community networks and engagement. Sustained social connection; peer support engagement.

About Simon Community Scotland

Simon Community Scotland is the largest provider of homelessness services in Scotland. Our vision is for everyone to have a safe place to live, with access to the support they need. Every day we help make positive things happen for people facing extremely difficult circumstances. Everything we do is about and for people, the people we support, our staff, our partners and everyone affected by homelessness. Our values are built into every area of activity and tell the story of how people remain at the heart of Simon Community.

Day by day, person-to-person, we tailor what we offer to what people need. We are here to provide consistent, friendly and informed support so that people can explore options and take 'the next step' towards a positive future. We offer support across a range of service delivery points; Street Outreach teams, Housing First initiatives, Floating Support, Information Hubs, Managed Alcohol Program (MAP), Supported Accommodations, Emergency Accommodation, Rapid Access Accommodation, and our own rented properties. These services are delivered across many local authorities within Glasgow, North Lanarkshire, Edinburgh and Perth.

We welcome people with a wide range of skills and experiences to our team. To make a difference, we need to work flexibly, with everyday leadership and a 'can-do' approach. We want to make it right and make it happen –not only for the people we support, but also for each other.

Our #OneTeam ethos is core to who we are, and it means caring for and supporting each other regardless of our role, service or location. Find out more about our services here.

Our Support Services

Job Purpose

The Health Improvement Worker delivers compassionate, person-centered care to individuals experiencing homelessness who face severe health inequalities, including complex trauma, mental health challenges, problem drug and alcohol use, and blood-borne viruses (BBVs). Working as an essential part of a 24/7 residential care team at the Milestone Intermediary Care Unit (MICU), you will provide hands-on clinical and practical support, including medication administration, harm reduction interventions, and 1:1 emotional support, to promote recovery and stability. Through trauma-informed practice and close collaboration with multi-agency health partners, you will empower people to overcome barriers to their wellbeing, build resilience, and transition safely toward positive, long-term outcomes.

Job Summary

The Milestone Intermediate Care Unit (MICU) is a ten-bed Care Inspectorate registered care facility that provides short-term residential care and support for vulnerable people recently discharged from the hospital who are homeless or at risk of homelessness, as well as those in the community where admission can lead to early intervention, prevent hospitalisation, or mitigate serious harm. The service supports people navigating multiple complex needs across physical health conditions, mental health challenges, and severe morbidity, including those requiring the initiation or stabilisation of medication-assisted treatment for addiction, starting or adjusting treatment regimes for blood-borne viruses, or needing to engage with intensive community care to manage complex wound infections and trauma related to substance use. Accepting referrals from both in-patient care through a step-down pathway and the community through a step-up pathway, MICU delivers a patient-centered and trauma-informed holistic package of care to facilitate recovery, address health needs, and offer connection to other community projects both within Simon Community Scotland and externally to enable a safe and appropriate discharge.

The shift patterns are 3 or 4 days over 7, day shift 7.30am to 7.45pm and waking night shift 7.00pm to 7.45am for a total of 37.5hrs per week.

Key Responsibilities

• Service Delivery & Direct Support
• Harm Reduction & Health Support: Deliver practical harm-reduction interventions (including Naloxone administration/guidance) Provide support to adhere to new and re-started medication regimes and ensure prescriptions are accurate and taken as prescribed. Support to attend community healthcare appointments, case discussions, and review meetings. Assist people in identifying dietary needs and maintaining a healthy lifestyle.
• Personalised Care Planning: Work collaboratively with people to complete initial assessments, safety plans, create outcome-focused personal plans, and carry out regular reviews.
• 1:1 & Group Interventions: Provide 1:1 emotional and practical support to assist people in overcoming barriers to their health and wellbeing. Facilitate group activities and events that build confidence, self-esteem, and social connection.
• Trauma Informed Crisis Intervention: Provide calm, compassionate support to people in distress or crisis, utilising de-escalation skills and working alongside partners to ensure a safe environment.
• Professional Standards: Maintain excellent standards of care and support which meet regulatory requirements such as SSSC and Care Inspectorate, including confidentiality and GDPR.
• Data Recording: Record accurate and professional case notes in order to gather qualitative and quantitative data for reporting purposes, in line with SSSC.
• Multidisciplinary & Partner Collaboration: Actively participate in Multidisciplinary Team (MDT) meetings and communicate professionally with internal and external partners to coordinate high-quality care, advocate for people, and unlock the best available support and opportunities for each person.