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.
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: ……….
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
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
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.
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
Resilience in stressful situations
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