Overall Purpose of the Role
To work as part of a team to offer a community based support service for people who have been affected by or at risk of homelessness.
To enable service users to develop the skills necessary to successfully manage their home and lifestyle in moving towards a sustainable independent life in the community.
To provide housing related support to service users including the preparation, monitoring and reviewing of support plans as appropriate. Ensuring that service users are fully involved, engaged, focused and outcome driven and that all activities are fully compliant with robust risk assessments.
Explain licence agreements to service users, ensuring that they fully understand them and support them to adhere to the conditions detailed within it.
To work with other agencies to formulate multi-agency support agreements and liaise with external organisations to ensure that support is provided effectively. Attend meetings with external agencies and organisations in order to ensure effective partnerships and service delivery.
To offer advice and support to service users on all housing issues including universal credit and other benefits/grants, accommodation options, home management, debt advice and lifestyle skills whilst encouraging independence.
Work with Ongo colleagues in a way which supports and promotes the organisational aims and objectives and promotes service user choice
To facilitate and promote life skills work, education, training, volunteering and employment opportunities with service users.
To ensure that all Fire, Health & Safety and other regulations & policies are observed and implemented and any repairs/issues identified are reported through the appropriate channels.
To participate in the induction and support of new staff members and volunteers, sharing and promoting best practice
To collate performance management information in line with Company service standards, key performance indicators and customer satisfaction and prepare reports that identify key issues and actions needed to tackle them
To undertake any other duties and administrative tasks, consistent with the above, that may be required from time to time under the instruction of the Team Manager.
Creativity & Innovation
- To be able to engage with and achieve buy in from service users to enable changing behaviours and improving life skills.
- The ability to apply individual thinking to problem solving and gain the agreement of clients in pursuing agreed actions to change and improve tenancy management behaviour and skills
Contacts & Relationships
- Close liaison with service users to ensure that they are supported to keep to the terms of their licence/tenancy agreements and achieve their set objectives. This can sometimes (10%) be contact that is complex or contentious in nature
- Liaison with Managers and other service areas within Ongo Homes for peer support, advice and guidance.
- Close liaison with professionals within Local Authority including the Homeless Team and adult services, health and other support and care agencies to ensure that clients are receiving external support as required.
- Regular contact with financial organisations and benefits agencies to ensure that clients are receiving the financial benefits that they are entitled to.
- Regular communication with external support agencies and charitable organisations to enjoy the benefits of joint working with likeminded organisations.
Decision Making – Discretion
- Make timely and effective decisions which ensure an effective support service is delivered. This will involve balancing conflicting priorities and changing demands, and making decisions which affect tenancy management issues and the lives of individual service users.
- Work is performed within legislative, policy and performance guidelines set out.
- Decide on the appropriate level of support to be provided to individual cases
- To deal with any risk to health and safety in an appropriate manner by either removing / reducing the risk, advising your line manager or in emergency situations contacting the emergency services.
- Decisions on which agency or organisation is best placed to provide support to individual cases
- Able to meet priorities set by line manager
Decision Making - Consequences
- Decisions made by the post holder regarding property condition could affect the service user, the organisation and external agencies.
- If vulnerable service users are not supported effectively they will be at risk of harm to their health and wellbeing, which could include the loss of their temporary accommodation.
Responsibility for Resources
- Responsible for personal equipment issued as part of the post.
- Responsibility to ensure that duties carried out meet the required service standard.
- Any ICT equipment issued as required for this post including Mobile phone and laptop.
- Post holder will be expected to be able to transport themselves around locations in a timely manner as required
- Ability to meet organisational deadlines with pre-determined priorities.
- Ability to work flexibly and on occasions outside normal office hours including evenings
- The post holder will be required to have a DBS Enhanced check.
- Operating within properties, including climbing stairs
- Travelling within a defined area
- Work in difficult conditions/properties
This post is not restricted to a specific location and the postholder will be expected to work at any location as directed by the management team.
- Split between being office based and out visiting properties within the Doncaster area.
- May need to visit some properties either occupied, or empty, in poor condition.
- Significant amount of lone working. Possible safety and security issues.
- Travelling to properties in all weathers.
- Access and use of a car, to enable duties of the post to be carried out.
- Occasional contact with service users who have a variety of health problems
- Visits to service users, sometimes in challenging situations and circumstances, will be required
- Visiting properties that may be in a dirty and undesirable condition
- Contact with customers sometimes about contentious issues.
- Occasionally required to engage with difficult customers in challenging situations. This may include dealing with abuse and aggression in tenants home or communal areas of the shared house.
- Lone working in tenants homes.
- Report any near misses or incidents in line with health and safety guidelines and policies.
Knowledge, Skill & Experience Required
- Experience of working with vulnerable people in a positive way to deliver housing support and advice.
- More than one years’ experience of working with Homeless &/or Socially excluded persons, in housing / support environment with experience of implementing support plans/developing participative experiences with service users
- Excellent communication skills (particularly oral, but also written)
- The ability to empathise and communicate with vulnerable people to deliver positive outcomes.
- Be aware of safeguarding vulnerable adults and children and report any concerns via Ongo Homes’ Safeguarding policies and procedures.
- Ability to negotiate, influence and act as an advocate with a wide range of people in a wide range of situations
- Good organisational skills and ability to work to deadlines both as part of a team and working alone.
- Ability to represent Ongo Homes in a positive and effective manner
- To have a good understanding of home management and tenancy good practice
- Have an good awareness of Health & Safety issues
- Ability to work effectively as part of a team and alone
- Ability to support, motivate and develop people with desirable experience of delivering experiential learning opportunities
- Ability to work in and deal with stressful situations and work on own initiative.
- Ability to demonstrate customer focus and commitment to diversity in all aspects of work.
- Commitment to achieving positive outcomes and objectives for individuals and for Ongo Homes.
- Understanding of and empathy with Ongo Homes aims and values. Commitment to equal opportunities.
- The ability to develop and utilise effective ICT systems relevant to Social Housing.
Health & Safety
- To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately,
Environment and Sustainability
- To ensure the environment and sustainability policies are understood by the post holder.
- To promote the importance of considering the environment and sustainability in the role.
- To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans.
- To be able to identify risks that may affect the achievement of personal and service objectives.
- To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.
Equality & Diversity
- To promote equality and diversity amongst our stakeholders, service users, staff, board and committee members and all those we work with.
- To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
- To treat everyone with dignity and respect at all times.