Provide a positive image of the Association to its customers, stakeholders and other relevant outside bodies

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EDEN HOUSING ASSOCIATION JOB DESCRIPTION

JOB TITLE: Housing Support Worker POST NUMBER:

DEPARTMENT: Operations

RESPONSIBLE TO: Neighbourhood Manager RESPONSIBLE FOR: Nil

JOB PURPOSE: To deliver a high quality, widely respected floating support service which helps the Association to achieve its corporate aims and objectives and serves to support individuals who are homeless or at serious risk of homelessness to have access to appropriate housing related support, to improve independence, personal resilience, health and wellbeing and prevent re-presentation.

JOB RESPONSIBILITIES:

Corporate responsibilities

 Provide a positive image of the Association to its customers, stakeholders and other relevant outside bodies

 Forge and maintain strong and effective partnerships, to assist delivery of the Association’s corporate objectives

 Provide input to the Corporate Plan and Team Plans through participation in Department and Team Meetings, taking into account the

‘bigger picture’ and longer term plans of the Association.

 Provide appropriate ‘team’ cover in the absence of other staff as reasonably requested;

Specific Responsibilities

 To work with the Neighbourhood Manager to continue to develop and deliver the Eden Housing Related Support Service.

 To work with colleagues to identify individuals who could benefit from the Eden Housing Related Support Service, using a referral system to prioritise cases when necessary.

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 To work with clients to develop an individual support plan which identifies support needs and achievable goals.

 To liaise with colleagues and appropriate agencies who may be able to provide services to assist with achieving goals as set out in the support plan.

 To advocate on behalf of the client with colleagues and other agencies.

 To keep appropriate records.

 To work with the Neighbourhood Manager to collate data and reports relating to the Eden Housing Related Support Service.

General requirements

 Consistently live the Association’s customer care code and corporate values

 Take responsibility for your own personal development including keeping abreast of emerging legislation, regulation and the external environment

 Undertake any other duties within the spirit of this role as required by the Neighbourhood Manager, the Customer Service Manager and Director of Operations

Note: No job description can cover every issue which may arise within the post at various times and the post-holder is expected to carry out other duties from time to time which are broadly consistent with those in this document.

I accept the responsibility to perform these duties to the best of my capability.

Signed: ……… Date: ……….

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COMPETENCY PROFILE & PERSON SPECIFICATION

Housing Support Worker

1.0 Influencing and Negotiating

 Builds positive relationships with colleagues, customers and partner organisations

 Influences internal and external customers through effective communication

 Anticipates conflict and handles it constructively

 Expresses opinions, information and key points of argument clearly

 Maintains a positive outlook at work

2.0 Interpersonal Skills

 Adapts interpersonal style to suit different people or situations

 Actively engages with team members and other colleagues

 Listens, consults others and communicates pro actively

 Demonstrates integrity and is respected by others

 Communicates clearly and fluently

 Demonstrates an interest in and an understanding of others

 Structures information in a way which meets the needs and understanding of the intended audience

3.0 Creativity and Problem Solving

 Analyses and interprets information logically

 Makes rational judgements from the available information & analysis

 Introduces new and creative thinking to operational issues

 Produces workable solutions to a range of problems

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4.0 Embracing Change and Delivering Success

 Implements changes which improve the performance of the organisation

 Focuses on delivering clear outcomes

 Shares expertise and knowledge with others

 Takes responsibility for actions, projects and people

 Takes the initiative and works under own direction

5.0 Organising and Executing

 Plans activities and takes account of possible changing circumstances

 Identifies and organises appropriate resources

 Sets high standards for quality and quantity

 Monitors performance against deadlines and milestones

 Works in a systematic, methodical and orderly way

 Demonstrates commitment to the organisation

 Complies with statutory obligations and company policy

6.0 Customer Service

 Resolves customer enquiries promptly at point of contact and only refers to others when genuinely appropriate

 Identifies and clarifies individual customers needs consistently making decisions focussed on those needs

 Interacts well with all customers taking into account customers diverse needs

 Understands all services and accurately matches these to customer needs

 Constantly questions “How will this benefit the customer?”

 Keeps customers up to date and informed going beyond the day to day work to assist customers in a positive manner

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 Deals with customers fairly and equitably

7.0Qualifications, Skills and Knowledge

 Appreciation of and commitment to the social housing sector

 Experience of working in a housing/ support organisation

 A minimum of GCSE English and Maths (Grade 1, ‘O’ level equivalent grade C)

 Good degree of computer literacy, in particular Word, spreadsheet and database experience

8.0 Other requirements/circumstances

 The role may require extensive travel on a daily basis and it is therefore imperative that the post holder has access to a vehicle and the means of independent travel.

 Ability to occasionally work outside standard office hours

 The post holder will be required to deal with potentially stressful situations on a regular basis and the ability to manage this and demonstrate an appropriate level of personal resilience is essential.

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PERSON SPECIFICATION – Housing Support Worker

Experience and Knowledge

Essential Desirable

Experience of delivering floating support service.

Experience of working with clients with

complex needs.

Experience of working in a Housing Association/

Support Organisation.

Experience supporting clients experiencing domestic abuse.

Education and Training A minimum of GCSE English and Maths (Grade 1 or ‘O’ level equivalent grade C) Good degree of computer literacy, in particular word, spreadsheet and database experience

Relevant Housing or Support Qualification/

training

Competencies Influencing and Negotiating

Interpersonal Skills Creativity and Problem Solving

Embracing change and delivering success Organising and executing

Customer Service Other requirements /

circumstances

e.g. Driving licence/Shift working etc

Flexibility to work outside standard office hours as part of the role Current driving licence or access to a vehicle and the ability to travel independently at any time on a daily basis

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Resilience in stressful situations

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METHOD OF ASSESSMENT: CANDIDATE MATCH TO ROLE

Application Form

Interview Document Check Experience

and

Knowledge

* *

Education

and Training

* * *

Influencing and

Negotiating

* *

Interpersonal

Skills

* *

Creativity and Problem Solving

* *

Embracing change and delivering success

* *

Organising

and executing

* *

Customer

Service

* *

Flexibility

* *

Driving licence / ability to travel

* * *

Resilience

* *

Figure

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