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As the relief Housing Officer of Extra Care Housing, you will play a pivotal role in supporting the Extra Care schemes, providing cover across our four sites covering for the regular housing officer to cover for holiday, sickness, training or any other absence as and when required as well as providing operational support for the Head of Housing

Reporting directly to the Head of Housing, you will work together with the wider team to provide an enriched service to our residents by:

1. Delivering a comprehensive Housing Management services to ensure schemes are safe, clean and well maintained to a high standard.

2. Let vacant properties minimising void periods

3. Support tenants to sustain their tenancies and where necessary to enforce the conditions of tenancy.

4. Facilitate a programme of appropriate activities for tenants

THIS ROLE IS SUBJECT TO AN ENHANCED CHECK OF THE DISCLOSURE & BARRING SERVICE REGISTER

Key Responsibilities:

1. People Management:

Provide strong leadership to the Housing Support Workers inspiring and motivating them to deliver high-quality housing and support services when covering for schemes

Collaborate with the Head of Housing in recruitment, selection, and onboarding of Housing Support Workers as necessary.

Conduct regular performance evaluations with our Housing Support Workers, provide constructive feedback, and identify training and development needs when covering for schemes.

To assist and be part of the OOH services rota provided to staff and residents at all schemes.

2. Resident Support:

Intensive Housing Management Services:

The post holder will provide Intensive Housing Management services over and above what would usually be provided by a housing association to a tenant living in general needs housing.

Lunch time Meals Service:

The post holder will oversee the meals service on a day-to-day basis to ensure safe, nutritious and appetising meals are provided by the appointed contractor and that they are delivered is accordance with the terms of the Organisation’s contract. The post holder will regularly sample the food on offer and review and consult regularly with tenants about the standard of the catering service provided.

24 hour ‘emergency’ Wellbeing Service:

Daily Contact

The post holder will ensure that some form of contact (for example during lunch, or via the call system) is made with all tenants each day (including arrangements with Cover staff at weekends or when the Housing Officer is on leave) and that appropriate records are maintained to demonstrate that contact has been made.

Emergency Calls

Respond to all emergency calls made by tenants using the emergency call system, responding accordingly and working sensitively with tenants to ensure the call system is used for emergency issues only and that tenants are supported to access other services they may require to enable them to sustain their tenancies.

1. Compliance and Regulations:

Ensure compliance with all relevant regulations, policies, and procedures in the provision of care and support services.

Regularly review and update policies and protocols to meet changing regulatory requirements and industry best practices.

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

1. Stakeholder Engagement:

Act as a liaison between the Extra Care Housing facility and other departments within the organisation.

Cultivate positive relationships with residents, their families, and external partners to enhance resident satisfaction and the reputation of the facility.

5. Financial Budgets

Where applicable, check all invoices and prepare for submitting to the Finance Team for payment.

Understand, monitor and review budgets as appropriate liaising with the Finance Department

General:

To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.

Recognise, respect and promote the different roles and diversity of the individuals within the business.

To actively contribute towards key performance indicators and professional standards.

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

Attend and participate in training and other meetings and staff events as required.

Be an effective member of your team, presenting a positive impression of your section and the business.

This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

You will be totally committed to delivering excellent customer experience – being easy, reliable and empathetic in the way you deal with customers, and colleagues. You will be;

Able to work independently, exercising initiative and good judgement

Confident in communicating in writing & verbally

Able to use IT systems including, Word, Excel and Microsoft Office

Used to working collaboratively and able to develop excellent team working

Organised with excellent time management skills

Resilient with a can-do attitude, remaining calm under pressure

Essential

Experience of working with older/vulnerable people

Previous experience in scheme housing management

Effective knowledge and experience of managing a team of staff

Experience of working with stakeholders

Knowledge of health and safety compliance responsibilities

Understanding of the support and care needs of older people

Good understanding of equality, diversity & inclusion

Driving licence and access to a vehicle

Valid vehicle business insurance

Flexible approach to working hours as required

Desirable

Previous experience of managing a mixed tenure extra care or retirement scheme

Experience in liaising with other stakeholders such as adult care services, voluntary organisations/local authority departments

Knowledge of managing voids and arrears

THIS ROLE IS SUBJECT TO AN ENHANCED CHECK OF THE DISCLOSURE & BARRING SERVICE REGISTER