Service Lead
Purpose
To support Housing Support Officers in providing housing related support to Caridon Foundations residents to enable them to maintain their tenancies and to achieve their aspirations for independent living and undertake the day to day running, monitoring, improvement and delivery of our supported housing service to agreed standards.
Key responsibilities
* Build positive client relationships and ensure team delivery of personal housing plan
* Build relationship with other stakeholders to sign post clients for more specialist support
* Work with residents and team to identify and action service improvements
* Build relationships with referral sources such as Single Homeless Teams and relevant partner and support services organisations in order to access best support to meet clients' needs
* Escalate maintenance issues to maintenance team and service.
* Monthly supervision of Housing Support Officer
* Supporting Housing Support Officers with benefits advice, applications, appeals, tribunals and determining if current benefits are correct and in line with client's needs
* Assist and support Housing Support Officers with complex cases in addition to managing the residual case load
* Review to ensure all housing support plans and risk assessments are regularly updated by the team
* To record and report safeguarding concerns in line with Caridon Foundation duties and with due regard to established policy and procedures
* Record, update and maintain relevant internal computer systems such Arthur, Nourish and Plantific
* Monitor and oversee practices to ensure that tenancy, behaviour, payment and eviction standards are managed in line with company policies
* To provide weekly and monthly statistics on voids, evictions and arrears
* To meet set KPIs
* Ensure the operation of service is to a good quality standard that meets customer service requirements
* To support Housing Support Officers with Housing Benefit issues such as overpayments and arrears
* To ensure that all Housing Benefit claims are submitted with all relevant documentation to prevent delays in claims
* To handle and escalate client's complaints
* To attend multi-agency meetings to promote the needs of clients or Caridon Foundation
* To ensure that there is sufficient staff cover during staff absences
* To ensure confidentiality and data protection are observed at all times in compliance with the Data Protection Act & the General Data Protection Regulation
* Assist in the full recruitment process of new staff and volunteers
* Ad hoc responsibilities depending on the service's needs
Communications
* Contribute to Group Newsletter
* Collate case studies, photographs and information from the field and provide Public Relations
* Ensure regular contact is kept with clients/residents, stakeholders and colleagues
* Ensure that meetings are attended when requested such as Supervision
* Ensure that all methods of communication are in a professional manner
Person specification
Experience
* At least two years' experience in managing a small team
* Demonstration of leadership
* Self-motivated and can work unsupervised with the ability to plan and monitor work of self and others
* Can provide quality direction, support, training and coaching to colleagues to achieve high levels of performance
* Provide a non-judgemental professional relationship with vulnerable clients i.e. people with mental health issues, substance misuse
* Experience working with those who have experienced homeless
* To be able to communicate well with clients and peers
* Ability to work positively without direct supervision, managing own time, meeting deadlines and undertaking training
* Ability to liaise positively with other agencies
* A knowledge of Health & Safety legislation to include basic first aid, food hygiene and infection control
Skills and Competencies
* Knowledge of Housing related Laws and ability to keep up to date with industry changes
* Computer literate (Excel, Word, Outlook and the Internet)
* Demonstrable ability to plan and prioritise own workload
* Excellent communication skills
* Ability to demonstrate initiative and work well under pressure
* Ability to problem solve complex issues
* Ability to work as part of a team
* Good time management
* Acts as a role model to others in the team, sharing knowledge and experience when necessary, whilst respecting and valuing the contribution other team members' experiences can bring.
* Must hold a full UK driving licence
Benefits
Generous Leave Entitlement:
* 25 days of annual leave.
* 8 days of bank holidays.
Health and Well-being:
* 5 days of sick leave. *
* Life cover for added security. *
Employee Wellness:
* Health Shield cash back plan for comprehensive health coverage. *
Pension Plan:
* 3% employee contribution and 5% employer contribution for a secure financial future.
Financial Incentives:
* Refer a friend and receive £200 after they complete probation. *
Celebratory Events:
* Participate in Christmas events for a joyous workplace.
* Engage in team-building events to strengthen team bonds.
Long-Term Service Recognition:
* Additional day of annual leave after 3 years of service. *
Note: Benefits marked with an asterisk (*) are subject to eligibility criteria.