What is a ... community support officer

Who do you support, and how?

I work with vulnerable people in their own homes. West Kent Housing Association has 5500 tenants and our team of four support officers will work with up to 148 residents at any one time.

They are people with mental health issues, alcohol and drug addiction, depression and physical health problems. There’s often a lack of family support in such cases, so much of our work is replacing the kind of support a relation might offer. People can find themselves in a grim state without it.

I also work with frail and elderly tenants and with single parents. Helping to get children into school comes up quite a lot, often because there aren’t any school places locally and parents don’t have transport to send the kids elsewhere.

I make regular visits to assess tenants’ needs. These range from difficulties doing the shopping to not being able to fill out benefit and entitlement forms.

Why did you choose this job?

I had been working in a psychiatric unit and I had an interest in mental health and drug abuse. When I saw the job advertised, I knew I would find it stimulating. It was clearly going to provide new challenges on a daily basis.

Also, my children had grown up – technically, at least – so I had the time to commit to a full-time job.

Was the job what you expected?

More than. I get training in mental health, substance abuse and domestic violence, so I am frequently topped up with information.

Also, my role has grown over the years.

We used to have a huge problem with tenants feeling isolated, so we set up local groups for tenants to come together once a week just to hang out and get used to being around other people. I was instrumental in bringing this about and it’s very rewarding. There are about 15 tenants in each group. Our team facilitates the groups and West Kent provides transport.

Our tenants’ needs range from difficulties doing the shopping to not being able to fill out benefit forms

What qualities do you need?

You need to be a communicator and listener, flexible and a good networker. You need to be aware of where to refer people for specific help. You have to work closely with social services, probation officers, police and other agencies so it’s good to have a basic understanding of where they’re coming from.

You also have to be compassionate but at the same time learn – as I’m trying to do – not to take other people’s problems home with you.

Finally you can’t be judgmental. Standing in judgment over other people doesn’t get you anywhere.

Worst bit about the job?

Managing time is very difficult. I need to learn not to cram too much into a day. I also need to devise strategies to switch off so I don’t wake up in the middle of the night worrying.

What gives you job satisfaction?

Seeing how much people enjoy the groups.

A great example is when a tenant from one of the groups moved into a new house, still with the housing association, that had an overgrown garden. Everyone chipped in to help her to sort it out.

It is also satisfying when people settle into training and voluntary work that we have helped them to find. This is often the first step back into work. It gives people some focus.