Job Description
Housing & Support Manager
Job Description
Responsible to: Regional Housing & Support Manager
Responsible for:
1 x Housing & Support Co-ordinator; 1 x Customer Services Team Leader; 7 x Housing & Support Officers; 4 x Customer Services Advisors (Days); 4 x Customer Services Advisors (Nights)
Salary:
£38,734
Hours of work:
40 hours per week, plus 1 hour paid lunch break worked within office hours, Monday to Friday, with occasional evening and weekend work
Work Location:
YMCA south Ealing
About the role:
- To provide leadership and management to the Housing and Support and Customer Services* team(*s) at your site(s)
- Manage a whole-team approach to the provision of Progression opportunities in conjunction with the Progression Team Manager
- Work collaboratively with other departments – in particular, Facilities and Property Management and other community operations teams (Health and Wellbeing, and Children Youth and Families) to deliver the best service for our residents and customers
- To have responsibility for the delivery of Housing and Support in your service(s), and in particular – that rent and service charge income is maximised
- To be responsible for the Safeguarding of residents at your service
- To be responsible for maximising housing occupancy and minimising voids, leading on all referrals and the induction of new residents, acting as the link for partner agencies.
- Oversee the compliance with Tenancy and License conditions, and deal with any anti-social behaviour, making appropriate decisions in line with the YMCA policies and procedures.
- To be responsible for the delivery of high-quality Customer Services in your service through the effective management of the Customer Services team
Specific duties and responsibilities:
Management
- Lead on the recruitment and induction of the Housing and Support and Customer Services team members
- Provide line management, motivational leadership, mentoring and coaching to the staff team, ensuring clarity of direction, effective communication, and personal and professional development
- Conduct regular supervision meetings and annual performance reviews to maximise staff performance; identify training needs where necessary
- Take proactive performance management action where staff are not performing to expectations or requirements
- Holding regular team meetings to ensure good communication and best practice is disseminated, and encouraging a cohesive staff team who support one another’s roles
- Delivering training to the Housing and Support and Customer Services Team staff on local procedures and processes
- Manage rotas, staff cover, and absence for sickness and annual leave
- Be part of the Manager’s On-Call rota for one of the two Housing, Care and Support regions
- Oversee the completion and timely submission of all HR processes using our CORE-HR IT system
- Positively recognise and effectively utilise the skills which individuals bring to the staff team
Housing Management
- Ensure the smooth running of all housing management including occupancy, licence compliance, voids management, rent collection and dealing with anti-social behaviour, and management of evictions
- Oversee the process of taking referrals, interviewing applicants for housing, and induction of successful applicants, reviews, and on-going support
- Oversee the income of rents, service charge rents, support contract income and invoicing procedures, in conjunction with the Rent and Tenancy Administration Team
- Oversee the work of the Housing Support and Customer Services teams ensuring that all appropriate actions are taken in relation to rent arrears, antisocial behaviour, licence breaches and eviction, including accurate incident reporting is recorded and followed up
- Ensure that risk management within the team is embedded and is of high quality, ensuring that risk reviews are undertaken when required
- Support the Progression team to facilitate resident meetings and ensure actions are implemented and minutes distributed
- Ensure reports and statistics are forwarded to the Regional Housing and Support Manager or to other
- Produce Bad Debt and Debt Recovery Agency reports for RTAT, including information on the reasons for the debts
Housing Support
- Oversee the day-to-day work of the Housing and Support Team, ensuring the highest quality support is offered to all residents, which is delivered efficiently and effectively
- Ensure records of support hours are provided, and records of referrals and acceptances and refusals are kept and monitored
- Regularly monitor the quality and quantity of the Outcome Star assessments and action plans • Ensure regular feedback received from residents relating to the standard of support provided and used to improve performance • Oversee move on arrangements for all residents, including referrals and selection to the Association’s move on properties • Act as the main contact for referral agencies, the Local Authority and other support engagement services
- To liaise with the Local Authority’s allocations teams, attending meetings and case conferences to discuss referrals and issues relating to current supported residents
- Assist with the management of the any support contracts, ensuring standards are maintained and improved upon, reporting is completed submitted on time and attending contract meetings (supported by the Regional Housing and Support Manager as appropriate)
- Ensure Core returns information is completed within deadlines
- Maximise opportunities with other housing providers (registered and private) to establish move on opportunities for our residents
- Maximise the uptake and engagement with the Progression opportunities afforded through the Progression Coach teams – supporting the Progression Team Manager to achieve targets
Customer Services
- To be responsible for the effective management and deliver of Customer Services at your site
- Manage the Customer Services Team Leader and ensure that a holistic approach to customer service is deliver, in conjunction with the requirements of the Community Operations departments (Health and Wellbeing, and Children Youth and Families
Finance and Budgetary Management
- Be responsible for managing the budget of the Housing and Support and Customer Services at your service
- Provide information and data which informs annual budget setting, or any other financial management process as directed by the Regional Housing and Support Manager.
General
- Ensure that Digitally and Financially Inclusive approaches are taken with the provision of housing management, support, and customer services
- Ensure all YMCA St Paul’s Group policies and procedures are adhered to and reviewed as required, involving residents
- Ensure compliance with all relevant legislation including Safeguarding, Confidentiality, Data Protection and Health and Safety guidelines and policies
- Oversee all information provided to statutory agencies and the police
- Undertake all duties regarding the Association’s Equal Opportunities and Diversity Policy and other policies and procedures adopted by the Association • Respect the Christian ethos of the YMCA and uphold its values
- Undertake any other duties as requested by line manager
Scope and Limits of Authority
- Working within Housing Benefit legislation, the provisions of the Supporting People contract, and locally agreed policies and procedures, the post holder is responsible for ensuring a comprehensive Housing Management and Support service.
Person Specification/Key Competences
KNOWLEDGE
Essential
- Understanding of the problems facing homeless people and homelessness issues
- Two years minimum previous line management experience
- Have a good working knowledge of social housing and understanding of Supporting People
- Understanding of how to enact safeguarding procedures for vulnerable adults and children
- Have a working knowledge of the Welfare and Benefits system – including Universal Credits
Desirable
- Have an understanding of the YMCA and it’s services
- Knowledge of excellent customer care delivery, meeting standards outlined in contracts
- Experience of managing Customer Services teams in a similar multi-service environment
EXPERIENCE
Essential
- To have a sound experience of dealing with Housing Benefit claims and other social security benefits
- Experience of dealing with emergencies, challenging situations and people
- Experience of managing staff
- Experience of evaluating working tools and systems
APTITIDUES AND SKILLS
Essential
- Able to produce reports and present work analytically
- Able to develop and maintain positive working relationships with others
- Able to form non-judgemental and constructive relationships, especially with vulnerable people, whilst holding clear boundaries
- Good organisational skills, being able to work under pressure, to prioritize and meet deadlines
- Excellent communication and interpersonal skills
- Able to confront difficult situations and reconcile different viewpoints
- Able to proficiently use IT systems, including working with databases, Microsoft office, email, internet
- Able to work effectively in an Equal Opportunities & Diversity environment
- Able to work occasional unsocial hours, including evenings, weekends, and public holidays
- Able to respect the Christian ethos of the YMCA and uphold its values
Additional requirements
- A DBS Enhanced check is required
- Committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
Job Type: Full-time
Salary: £38,734.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- On-site parking
- Sick pay
Schedule:
Ability to commute/relocate:
- London, Greater London: reliably commute or plan to relocate before starting work (required)
Experience:
- Supported Housing: 2 years (required)
- Line management: 2 years (required)
Work Location: One location
Reference ID: Housing & Support Manager
Expected start date: 01/03/2023