Provide a positive image of EHA and EDC to customers, stakeholders and other relevant outside bodies.

Transcription

1 EDEN HOUSING ASSOCIATION JOB DESCRIPTION JOB TITLE: DEPARTMENT: RESPONSIBLE TO: JOB PURPOSE: Accommodation and Support Officer Operations Housing Options Manager To assist in the delivery of high quality, cost efficient Housing Advice & Homelessness service and support services as per contracts between Eden District Council (EDC) and EHA. The Accommodation and Support Officer is part of the Housing Options Team. The roles primary function is to manage all aspects of short term and temporary accommodation, including support to residents to maintain a tenancy and promote independence. JOB RESPONSIBILITIES: Corporate responsibilities Provide a positive image of EHA and EDC to customers, stakeholders and other relevant outside bodies. Forge and maintain strong and effective partnerships with other agencies and organisations to assist delivery of the relevant EHA and EDC corporate objectives. Provide input to the Corporate Plan and Team Plans through participation in Department and Team Meetings. Provide appropriate team cover in the absence of other staff as required. Ensure Value For Money (VFM) and identify any financial savings that the organisation could make or where revenue could be increased. Specific Responsibilities Work collaboratively with the Housing Options Officers to assess support needs, risk and priority of a customer who requires temporary or short term accommodation. Provide a welcoming and sensitive approach to people experiencing homelessness; ensuring the customer feels safe and supported. To provide an effective, customer-friendly, professional and efficient Housing Options service, including offering a full range of advice on housing options in the private and public sector to ensure a comprehensive homelessness prevention service making full use of any available schemes and initiatives.

2 To manage all aspects of the temporary accommodation. This includes but is not exclusive to: o Sign up and move on procedures for customers accessing accommodation. o Carrying out daily checks to the accommodation to ensure customer welfare and health and safety. o Reporting and following up repairs with the landlord of the property. o Ensuring that Housing Benefit applications are completed and submitted to EDC Benefits Department with all relevant information. o Manage all rent accounts; recovering current and former tenancy related debt. o Manage any ASB complaints. o Support the customer to adhere to the terms of the licence or tenancy agreement. o Void management of properties including clearing and cleaning ready for re-letting. o Assessing and reporting any safeguarding concerns immediately. o Ensuring all properties are furnished and equipped to a minimum standard. To provide housing related support in accommodation and as part of a move on package. This includes but is not exclusive to: o Work with the customer and Housing Options Officer to carry out a needs assessment, support plan and risk assessment which are regularly reviewed. o Work with and support the customer to carry out tasks set out in their Personal Housing Plan and communicate outcomes to the Housing Options Officer. o Support customers to access other relevant services. o Work with the customer to ensure their income is maximised either through work or claiming the correct benefits. o Ensure safety plans are in place where necessary. o Support customers to access and transition in to move-on, supported or independent tenancies, ensuring the future tenancy is sustainable for the customer. To review Personalised Housing Plans with customers on behalf of EDC, in light of the Homelessness Reduction Act This plan may prevent or relieve homelessness through active engagement with council and private sector services. To ensure that most effective use is made of available temporary accommodation and that the use of temporary accommodation is carefully managed to make the very best use of scarce resources. Maintain an awareness of, and implement good practice in relation to, lone working and personal safety. To deal with enquiries and correspondence from clients and their advocates, including solicitors, councillors, MP s, the ombudsman and other housing providers, in line with the Council s complaints and enquiries procedure.

3 This may include preparing information to support court cases. To advise clients of available tenancy support services including income maximisation, Discretionary Housing Payments, under occupation schemes, mutual exchanges, debt and rent arrears advice and HB support. To ensure full and accurate records of all clients, all advice and support provided. To maintain accurate written and computer records, reports and other monitoring information as required in connection with the various duties undertaken, and keep other records necessary to provide an adequate management information data base. Ensure the Service complies with all relevant statutory requirements, Government Guidance and Codes of Conduct, EHA and EDC policies and procedures, management instructions, professional and performance standards and good housing and homelessness prevention practice. To liaise effectively with customers, statutory organisations, advocates and third sector providers to arrive at a sustainable housing solution for all customers. These customers may present with complex and multiple needs for example mental health combined with drug and or alcohol addiction. General requirements Consistently live EHA s customer care code and corporate values. Take responsibility for your own personal development including keeping abreast of emerging legislation, regulation and the external environment. Provide support to the out of hours team as the service requires. Undertake any other duties within the spirit of this role as required by the Housing Options Manager. Note: No job description can cover every issue which may arise within the post at various times and the post-holder is expected to carry out other duties from time to time which are broadly consistent with those in this document. I accept the responsibility to perform these duties to the best of my capability. Signed: Date:.

4 COMPETENCY PROFILE Accommodation and Support Officer COMPETENCY PROFILE & PERSON SPECIFICATION 1.0 Influencing and Negotiating Builds positive relationships with colleagues, customers and partner organisations Influences internal and external customers through effective communication Anticipates conflict and handles it constructively Expresses opinions, information and key points of argument clearly Maintains a positive outlook at work Promotes and shares with colleagues best working practices 2.0 Interpersonal Skills Adapts interpersonal style to suit different people or situations Actively engages with team members and other colleagues Listens, consults others and communicates pro-actively Demonstrates integrity and is respected by others Communicates clearly and fluently Demonstrates an interest in and an understanding of others Structures information in a way which meets the needs and understanding of the intended audience 3.0 Creativity and Problem Solving Analyses and interprets information logically Makes rational judgements from the available information & analysis Introduces new and creative thinking to operational issues Produces workable solutions to a range of problems

5 4.0 Embracing Change and Delivering Success Implements changes which improve the performance of the organisation Focuses on delivering clear outcomes Shares expertise and knowledge with others Takes responsibility for actions, projects and people Takes the initiative and works under own direction 5.0 Organising and Executing Plans activities and takes account of possible changing circumstances Identifies and organises appropriate resources Sets high standards for quality and quantity Monitors performance against deadlines and milestones Works in a systematic, methodical and orderly way Demonstrates commitment to the organisation Complies with statutory obligations and company policy 6.0 Customer Service Resolves customer enquiries promptly at point of contact and only refers to others when genuinely appropriate Identifies and clarifies individual customers needs consistently making decisions focussed on those needs Interacts well with all customers taking into account customers diverse needs Understands all services and accurately matches these to customer needs Constantly questions How will this benefit the customer? Keeps customers up to date and informed going beyond the day to day work to assist customers in a positive manner Deals with customers fairly and equitably 7.0 Qualifications, Skills and Knowledge

6 Appreciation of and commitment to the social housing and/or community development sectors Experience of working in a housing organisation A minimum of GCSE English and Maths (Grade 1, O level equivalent grade C) Relevant Housing or Support Qualification Knowledge of the welfare benefits system Experience of agreeing and reviewing case files and places; including providing appropriate interventions for residents and liaising with other professionals to deliver results Good degree of computer literacy, in particular Word, spreadsheet and database experience Knowledge of Housing Management Systems e.g. Orchard 8.0 Other requirements/circumstances The role requires extensive travel across the district on a daily basis and it is therefore imperative that the post holder has access to a vehicle Business insurance will be required for any vehicle used by the successful applicant Ability to occasionally work outside standard office hours to meet the needs of customers or the organisation The post holder will be required to deal with potentially stressful situations on a regular basis and the ability to manage this and demonstrate an appropriate level of personal resilience is essential

7 PERSON SPECIFICATION Accommodation and Support Officer Experience and Knowledge Education and Training Competencies Other requirements / circumstances e.g. Driving licence/shift working etc Essential Direct experience of working with the public. Good degree of computer literacy, in particular word, spreadsheet and database experience Knowledge of welfare benefit system Experience of delivering a support service Experience of working with customers with complex needs Good degree of computer literacy, in particular word and spreadsheets Influencing and Negotiating Interpersonal Skills Creativity and Problem Solving Skills Embracing change and delivering success Organising and executing Customer Service Flexibility to work outside of office hours as part of the role Current driving licence and/or access to a vehicle and the ability to travel independently at any time on a daily basis Resilience in stressful Desirable Appreciation of and commitment to the housing advice and homelessness sector.. Knowledge of the Homeless Reduction Act. Experience of Housing Management Experience of supporting customers experiencing forms of abuse and exploitation Relevant Housing Qualification GCSE English and Maths (Grade 1 or O Level)

8 situations METHOD OF ASSESSMENT: CANDIDATE MATCH TO ROLE Experience and Knowledge Education Application Form Interview Document Check and Training * Influencing and Negotiating Interpersonal Skills Creativity and Problem Solving Embracing change and delivering success Organising and executing Customer Service Flexibility Driving licence / ability to travel * Resilience