Tamworth Borough Council Housing Department

Tamworth Borough Council – Housing Department

Job Description

Job Title Supported Housing Officer Department & Team Housing Management Responsible To Independent Living Co-ordinator Grade 4 Job Purpose To provide a comprehensive, high quality Supported Housing Service to the Supported Housing tenants in compliance with the Supporting People Contract.

To provide an efficient and effective service to customers while operating at all times within Tamworth Borough Council’s policies, procedures, budgets, standards and financial regulations.

Working Environment Whilst maintaining a flexible capability, meet the needs of the service to work in specific supported housing schemes including Tamworth Borough Council Offices as determined by housing management.

Carry out viewings, visit to customer and residents homes, partnership meeting, residents meeting, team meetings and other agencies meetings.

On occasions may be required to attend tenant meetings out of office hours.

Main Duties & Responsibilities

AREA KEY TASKS & RESPONSIBILITIES Customer Focus To be responsible for a high standard of customer service and for answering specific supported housing enquiries and giving advice to members of the public; other departments and outside agencies who contact the council, on a basis of resolution at first point of enquiry where appropriate.

To engage with the Tenant Participation Team, customers and partners in delivering Tenant Participation Strategy, policies and procedures as and when required. To be involved in collating customer satisfaction levels, measured through transactional analysis on the specialist area of work.

Identifying enquirers with special communication requirements and making arrangements to secure appropriate service to meet these needs.

Respond to customer complaints & customer enquiries

Administration, IT and Take day-to-day responsibility for record- data management keeping and administration in own section. within a performance management Day to day responsibility for tenants house file framework. records and keeping their records up-to-date

Use specialise software packages to input data, keep records and to generate reports.

To undertake a range of housing administration duties associated with supported housing.

Provide full administration support to the team including producing standard letters, forms, taking minutes of meetings and where necessary generating own letters and memos etc.

Dealing with telephone and email queries and booking appointments.

Create and use spreadsheets to update statistical data and performance monitoring information.

Use email to communicate internally and externally.

Undertake photocopying, photographs, faxing and texting when required.

Duties will involve having access to information of a confidential nature which may be covered by the Data Protection Act, in such cases confidentially must be maintained in accordance with Tamworth Borough Council’s Data Protection Policies.

Delivering and Ensure all temporary supported housing managing services properties are let within defined timescales. Notify team colleagues when the property is ready for letting, or when problems, hold ups, changes occur.

Liaise regularly with Tamworth Borough Council colleagues and tenants where necessary to ensure deadlines are maintained and keys are returned on time

Responsible for assessing applicants against the allocations policy, processing referrals, managing waiting list, attending Joint Allocations Meeting and allocation of properties within defined timescales.

Making contact with applicant about successful pre-allocation and offers of tenants.

Carry out viewings, report repairs, inspection of empty properties to determine work to be completed by outgoing tenant and report repairs.

To ensure that tenants are given adequate support in temporary accommodation to live independently and support a successful tenancy.

To apply a pro-active ‘problem solving’ approach to resolving housing issues of tenants and seek to build the capacity of households towards the achievement of fully independent living

Responsible for delivering and managing tenant support planning, risk assessment, future housing plan and health and safety checks/records

To contribute to the development of information resources to compliment services including advice leaflets and guides to local services

Takes a lead role in developing and implementing joint protocols and working partnerships with Support Agencies i.e. Social Services, health, Police, Fire Service, Education, Teen Spirit.

Attend and contribute to case conferences, MARAC, CAF, TAC, Safeguarding and similar multi agency meetings/cases.

Communicates frequently with Housing Officers and Housing Advice Officers to ensure that they are fully informed and in agreement with any action taken regarding tenants for which they are responsible for.

Monitoring statistics and other information as necessary.

Development and improvement of the service inline with Supporting People contract & quality assessment standards.

Develop and deliver calendar of events for Supported Housing focused on Supporting People Core Standards.

Researches new initiatives to assist homeless people and keep up to date with latest ‘good practice’

Produces written reports to assist Management in the development of the service.

To undertake such training as may be deemed necessary by Independent Living Co-ordinator

To undertake all corporate requirements on health and safety, equal opportunities, data protection, risk management and financial regulations.

Undertake Supporting People quarterly returns and statistical data including Quality Assessment Framework and contract compliance.

Responsible for management and monitoring of tenants within the service including engagement, non engagement, rent arrears, anti social behaviour, equality data and tenants moving in and out.

Attend and contribute to housing management and team meetings.

To arrange and undertake new tenancy sign up appointments. Issuing keys to new tenant and advising tenant of their rights and responsibilities under the license, provide general welfare benefits advice, sign post new tenants to other agencies as appropriate as well as the completion of documents including the giving of direct practical advice and assistance when required

Record keeping and document processing.

To undertake a range of housing administration duties associated with Supported Housing.

Issuing decoration allowance vouchers, and Tenant Reward payments.

To be involved in supporting tenants in bidding for properties with Tamworth Borough Council.

Provision of general information in response to general enquiries, request for data/information.

To undertake any other reasonable duties commensurate with the grade and general nature of the post.

Developing services Participate in new initiatives and future changes to improve service delivery.

Contribute to service improvement plans.

Working with others On-going contact with tenants, customers, partners, agencies and staff in own and other teams.

Conduct one-to-one interviews with tenants.

Deals with customers on the telephone, at reception, at home, in meetings and in interview room situations.

Work as part of a team, attending team meetings and team briefings as required.

Participates in cross departmental activities.

Managing and Manages and priorities own workload. developing self Actively participates in regular one-to-one meetings with Team Leader and Performance Review scheme.

Undertakes learning and development activities, including attending training events. Managing and N/A developing others Maintenance of Responsible for the safe use, storage and property and maintenance of equipment associated with own equipment job.

Works with other office staff to ensure that office machines are kept in working order and supplied with stationery. Report faults when they occur.

Must comply with current Office Health & Safety Practises and Risk Assessments.

Financial management Is financially aware of procedures and and control constraints. Legal and regulatory Works within Tamworth Borough Council’s compliance policies and procedures, the law and best practice and Audit Commission Regulatory Frameworks relevant to role.

Health & Safety To work in accordance with health and safety rules including reporting and recording any health and safety incident or accident.

Adhere to Councils policy on safeguarding.

Core Value Behaviours To work in accordance with Housing’s Core Value & Behaviours policies and guidelines in relation to equality/diversity and positive attitude at work.

Culture To promote a professional attitude at all times ensuring a prompt, courteous and helpful response when dealing with staff, customers and other agencies internally or externally.

Diversity, Respect and Equal Opportunities are key aspects of Tamworth Borough Council’s key values. Tamworth Borough Council employee’s will work within such policies ensuring that these are complied with throughout all activities within the scope of this role and the highest standard of customer care are achieved.

All jobholders need to work in a way that reflects Tamworth Borough Council’s Values.

Other Duties To undertake any other reasonable duties commensurate with the grade and general nature of the post. Provide office cover for other members of the housing team in their absence.