Role Overview
As a Housing Support Officer (HSO), you will play a vital role in providing person-centred support to tenants, empowering them to maintain their tenancies and live independently. You will build positive relationships with tenants, assess their individual needs and connect them with relevant resources and services. Your proactive approach and dedication will contribute significantly to creating a stable and supportive living environment for our tenants.
Key Tasks and Duties
- Deliver Support According to Support Plans: Provide individualised support to clients in strict adherence to the support plans developed for their specific needs and goals.
- Adhere to Scheduled Weekly Visits: Follow the weekly visit schedule as rostered by the Team Leader to ensure consistent and timely support for all clients and cover any missed visit appointments in the week to ensure 100% service delivery
- Report on Planned vs. Actual Visits: Meet with the Team Leader weekly to provide detailed commentary on planned visits versus actual visits undertaken, explaining any discrepancies or reasons for changes. Comply with any changes to regulations/ council requirements
- Collaborate with HB Officer: Work closely with the Housing Benefit (HB) Officer to provide any necessary evidence or documentation required for clients' HB claims.
- Support Online HB Applications: Assist clients with the online application process for Housing Benefit, providing guidance and support as needed.
- Contribute to Void Turnaround: Work towards achieving void turnaround targets for repair works and actively manage the pre-void and lettings process to minimise vacant periods.
- Take Legal Action When Necessary: Where all other avenues have been exhausted and in accordance with organisational procedures, initiate legal action to enforce the conditions of tenancy in cases of non-payment of service charge.
- Effectively Manage Complaints: Deal effectively and professionally with tenant complaints, adhering to the association's procedures and managing each complaint through to a satisfactory resolution.
- Build Positive Relationships: Establish and maintain positive and professional relationships with tenants, fostering trust and encouraging engagement.
- Assess Individual Needs: Conduct thorough assessments of tenants' individual needs and vulnerabilities to inform the development of effective support plans.
- Connect with Resources and Services: Link tenants with relevant external agencies, community resources and support services to address their identified needs.
- Maintain Accurate Records: Keep comprehensive and accurate records of all tenant interactions, support provided, progress made, and any incidents or concerns.
- Contribute to a Safe Living Environment: Work proactively to ensure a safe and secure living environment for tenants, reporting any concerns or safeguarding issues promptly.
General Responsibilities
- Facilitating Tenant Meetings or Groups: Organising and facilitating tenant meetings or support groups to encourage peer support and community building.
- Reporting: Complete daily and weekly reporting on dashboard.
- Assisting with Benefit Applications (Beyond Online HB): Supporting tenants with applications for other relevant benefits and entitlements.
- Providing Advice and Guidance on Tenancy Matters: Offering advice and guidance to tenants on their tenancy agreements, rights and responsibilities.
- Signposting to Education and Employment Opportunities: Connecting tenants with opportunities for education, training and employment.
- Promoting Independent Living Skills: Supporting tenants to develop and enhance their independent living skills, such as budgeting, cooking and household management.
- Advocating on Behalf of Tenants: Acting as an advocate for tenants in their dealings with other agencies or services.
- Carrying Out Health and Safety Checks: Conducting regular health and safety checks within tenants' properties and communal areas.
- Reporting Maintenance Issues: Identifying and reporting any maintenance or repair needs within tenants' properties.
- Assisting with Social Inclusion Activities: Supporting tenants to engage in social and community activities to reduce isolation.
- Contributing to Risk Assessments: Participating in the development and review of risk assessments for individual tenants.
- Liaising with Family Members or Carers: Maintaining appropriate communication with tenants' family members or carers, with the tenant's consent.
- Participating in Multi-Agency Meetings: Attending and contributing to multi-agency meetings to coordinate support for tenants with complex needs.
- Assisting with Property Viewings: Showing prospective tenants available properties.
- Supporting Eviction Processes (Initial Stages): Following organisational procedures in the initial stages of eviction processes due to breaches of tenancy.
- Transporting Tenants (where appropriate and authorised): Providing transportation to appointments or activities when necessary and in line with policy.
Person Specification
Essential:
- Empathy and Compassion: A genuine care for people and a strong desire to help vulnerable individuals.
- Excellent Interpersonal and Communication Skills: Ability to build rapport and communicate effectively with a diverse range of people, both verbally and in writing.
- Strong Listening Skills: Ability to actively listen to and understand the needs and concerns of tenants.
- Patience and Resilience: Ability to remain calm and patient when dealing with challenging situations and individuals.
- Organisational and Time Management Skills: Ability to manage workload effectively, prioritise tasks, and meet deadlines.
- Ability to Work Independently and as Part of a Team: Capacity to work autonomously while also being a collaborative team player.
- Problem-Solving Skills: Ability to identify issues and work towards practical solutions.
- Understanding of Confidentiality and Data Protection: Commitment to maintaining confidentiality and adhering to data protection policies.
- Basic IT Literacy: Comfortable using email, word processing software and basic online systems.
- Commitment to Equality and Diversity: Understanding and respect for individual differences and a commitment to promoting equality.
Desirable:
- Experience in a Supported Housing or Social Care Setting: Previous experience working with vulnerable adults or in a housing support role.
- Knowledge of Housing Legislation and Welfare Benefits: Familiarity with relevant housing laws, welfare benefits, and support services.
- Experience in Developing Support Plans: Understanding of person-centred support planning and goal setting.
- Conflict Resolution Skills: Ability to mediate and resolve disagreements in a constructive manner.
- First Aid Training: Valid First Aid certification.
- Safeguarding Training: Knowledge of safeguarding principles and procedures.
- Experience of Risk Assessment: Understanding of how to identify and assess risks.
- Relevant Qualifications (e.g., NVQ in Health and Social Care): Formal qualifications in a related field.
- Experience of Working with Specific Client Groups: Knowledge and understanding of the needs of client groups (e.g., those with mental health issues, ex-offenders, refugees, asylum seekers, substance misuse, or learning disabilities).
- Full Driving Licence and Access to a Vehicle: Depending on the geographical area and travel requirements.
Job Types: Permanent, Full-time
Pay: £30,000.00-£31,000.00 per year
Benefits:
- Casual dress
- Employee discount
- Life insurance
- Private dental insurance
- Private medical insurance
Work Location: In person
