To attend out of hours meetings as required. May be required to adopt flexible working hours to meet service requirements.

Transcription

1 Job Description Directorate: Operations Job Title: Housing Assistance Officer (Hospital Discharge) Service Area: Housing Assistance Grade: Scale 4 Special Conditions: Short term post funded until March 2019 To attend out of hours meetings as required. May be required to adopt flexible working hours to meet service requirements. Required to work outside normal working hours on occasions, the time off in lieu policy will be applicable. Job Family: SPA3 DBS Disclosure: n/a Issue Date: June 2018 Responsible to: Housing Improvement Officer (Housing Assistance) Job Purpose and Role: To Support people to remain independent in their own homes for as long as possible, where it is safe and practical to do so. To develop relationships with health and social care partners in order to support this work. Would be expected to work in an agile way across Wolverhampton. There would be cross boundary working where facilitating a Wolverhampton resident to return to a Wolverhampton property. Undertake all project administrative duties; including maintaining and updating filing systems, completing project tasks, updating and accurately maintaining project records and arranging meetings. General The duties of the post may change and develop from time to time in light of new legislation, Wolverhampton Homes Policies, organisational developments and social trends. Such developments will be monitored in conjunction with the Chief Executive and Director of Business Support and will be reflected as necessary in the aims and objectives of the post. Whilst every effort has been made to explain the main duties and responsibilities of the post, each individual task undertaken may not be identified. Employees will be expected to comply with any reasonable request

2 from a manager to undertake work of a similar level that is not specified in this job description. Key Area Duties and Responsibilities Competency Requirements Leadership To develop the skills, knowledge, and experience to be able to assist in providing support to the integrated hospital team to support hospital discharges. To become familiar with the project guidelines relating to the Hospital Discharge funding. To assist in the development and delivery of specific additional externally funded projects under the direction of the Housing Improvement Officer reporting to project funders. In conjunction with the Housing Improvement Officer, direct assistance to eligible residents and maintain appropriate records, including sourcing/obtaining charity or match funding for housing assistance measures. To develop knowledge and understanding of the hospital discharge process, Housing Health and Safety Rating System (HHSRS) and the clutter rating system. To participate in the, training and development as appropriate and in accordance with the principles of Investors in People. To attend meetings and take notes as appropriate to the service needs attending consultations and events representing Housing Assistance. To assist with the maintenance, updating and production of statistical information from both manual and computer-based records. Computer Literacy. Numerate and written skills. Prioritising and meeting strict deadlines and targets. Good organisational skills, attention to detail. Ability to work on own initiative with minimum supervision.

3 Be able to operate ICT and computer based systems and software packages as appropriate. Maintaining appropriate customer and project records. Communication and customer service Team working To liaise with home owners/ residents following initial contact to the Home Improvement Service, with regards to their individual requirements recording their requirements and then passing them onto the appropriate contractor/partner agency where appropriate. To liaise with Wolverhampton Homes and other Registered Social Housing providers in respect of any re-housing issues (temporary or permanent) as may be necessary in order to facilitate works or solution for the client To build relationships with stakeholders and clients To develop understanding of implications of Dementia and the Mental Capacity Act to customers. To assist in the preparation of letters to owner occupiers/residents/ landlords and organising meetings as required by the Housing Improvement Officers To provide advice and guidance to owner occupiers/residents/landlords and encourage the take up of all improvement opportunities provided by the council or other agencies as may be appropriate Promptly and professionally answering, responding to, and dealing with customer requests and enquiries. To achieve targets to ensure the delivery of an excellent and consistent quality service. Monitor achievement and goals against the project outcomes. To support the smooth running of the Hospital Discharge project. Good Communication Skills Negotiating Skills Experience of dealing with customers with a range of different needs. Previous experience of a fast-paced working

4 To liaise between landlords/residents/home owners, contractors and Housing Improvement Officer in respect of the issues arising to facilitate a hospital discharge or small works assistant grant (SWAG) taking action either to directly resolve the issue or refer it to the relevant person. environment with a varied workload. Attention to detail and accuracy Previous experience of engaging with members of the public and external organisations. Decision making and problem solving Foster good customer relations with other teams and partner organisations. To assist with the maintenance and updates of project data to ensure project funding is received and the project is delivered within guidelines. To build relationships with community and hospital social care, Occupational Therapy and Health teams, support the co-location of the integrated teams. Liaise with contractors and other departments to support the customers required work. To be an active team member ensuring successful delivery of the hospital discharge project. To assist in the maintenance and filing of necessary legal records and certificates to evidence quality, performance, Health and Safety and third-party accreditation. To contribute to the planning and delivery of Hospital Discharge project against funding requirements. To facilitate and support clients with discharge issues where housing is the reason for stopping discharge. To take responsibility and ownership for own performance in line with performance indicators relevant to the role. To participate in the wider development of the service and contribute to service improvement as required. Previous experience of meeting targets/objectives Contribute to discussions to solve problems and make decisions.

5 Equality and Diversity Health and safety To bring to the attention of senior officers any customer complaints of inadequate service and handle customer compliments and complaints in accordance with corporate procedures. Provide advice and signposting to other agencies and services as appropriate. To achieve at local level targets to ensure the delivery of an excellent and consistent quality service. Monitor achievement and goals against the project outcomes. To have an awareness of the Equality Act and the requirements contained within it. To be familiar and comply with Wolverhampton Homes Personnel Policies and Procedures and Officer Code of Conduct and other relevant Policies and Procedures. Ensure equality of opportunity both in service provision and employment in accordance with the diverse needs of the community. To be aware of Health and Safety procedures. To conduct frequent Health and Safety audits and ensure that risk assessments are carried out for all activities relating to the service. Attitude/behaviour consistent with Wolverhampton Homes Policies and Procedures Confidence to challenge unacceptable behaviour and report where required. Awareness of the importance of Health and Safety and working in a safe and appropriate manner at all times Personal risk assessment (Health and Safety). Financial management To ensure that Wolverhampton Homes demonstrates value for money in terms of quality and price in accordance with Wolverhampton Homes constitution and financial regulations. To comply with financial regulations, procurement procedures and the Data Protection Act. To avoid wasting resources and contribute to value for money improvements in service delivery. Awareness of value for money with a commitment to making efficiency savings

6 Disqualifying Factors: Indication of attitudes/behaviours inconsistent with Wolverhampton Homes Policies and Procedures, e.g. sexist, racist, antidisability or any other attitudes/behaviours