Job Title: Housing Sustainment Officer
Contract Type: Permanent
Salary: £32,871.14 per annum (£36,157.96 is achieved after 12 months successful performance in the role)
Working Hours: Full time 35 hours
Working Pattern: Monday to Friday, Hybrid
Location : Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Housing Sustainment Officer
As a trusted member of the team, you’ll work directly with families living in Riverside properties or neighbourhoods, offering help to those with multiple economic and social needs. The role involves identifying families in need of support and proactively working with local family projects, children’s centres, housing teams, money advice and other partner agencies to bring the best outcomes for our customers. You’ll work with clients and their families to assess their needs and barriers to sustaining accommodation and develop a plan of action and support. A valid UK Driving Licence and use of car is essential.
About you
We are looking for someone with
- Excellent communication skills and a real passion for delivering great customer service.
- Experience of managing a caseload; working to and achieving targets
- Experience of providing face to face support for customers with multiple economic and social needs leading chaotic lives; including young people, lone parents, people involved with the police or the criminal justice system and those who have not worked for some time.
- Must have a driving licence and access to own car
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Work directly with families living in Riverside properties or neighbourhoods to offer help to those with multiple economic and social needs so that they can remain stable in their homes, maintaining a positive tenancy where applicable. Work with clients and their families to assess their needs and barriers to sustaining accommodation by developing a plan of action and support in a trustworthy, supportive environment. Identify families in need of support and work pro-actively with local family projects, children’s centres and other partner agencies, housing teams, money advice officers and other internal teams to help bring about the best outcomes for individuals engaged.
Role requires you to:
- Empower service users to deal with day to day tenancy issues, payment of rent and other tenancy related issues.
- Promote the project amongst tenants, residents, and partner agencies
- Establish a two way referral process with colleagues in housing management, income management and community engagement to support sustainable tenancies
- Establish an outreach programme in priority areas to engage tenants and residents and provide intensive support to address barriers to tenancy sustainment
- Operate an Early Intervention framework; identity and liaise with partners and organisations in the local area that families can be referred to for life skills, money advice and employment and training advice.
- Undertake client assessments to identify needs, develop action plans and monitor client progress against those plans.
- Deliver a service that has measured outcomes in relation to eviction prevention, income maximisation and tenancy sustainment, which will be determined by Riverside and is appropriate to the needs of the service user whilst demonstrating value for money for the organisation.
- Liaise with fundraising and volunteering colleagues, to maximise income, cover costs and extend provision.
- Identify and refer appropriate cases on to Riverside colleagues including Money Advisors, Springboard staff, Affordable Warmth Officers and Income Collection officers.
- Focus delivery of the service towards Riverside customers who are facing significant barriers to sustaining their tenancy, including households with young people and families with multiple issues.
- Ensure that service delivery complies with Riverside policies and procedures relating to health and safety, safeguarding, equality and diversity, data protection and communication standards.
- Work closely with other service providers, voluntary and statutory, and maintain good working relationships, actively promoting Riverside
- Respond positively to deliver new methods of provision such as through payment by results models.
- Comply with Health and Safety legislation and other regulatory obligations, assessing risk and putting in place relevant control measures
- Maintain confidential case records and administrative systems and provide monitoring information as required.
- Provide a high quality, customer-orientated service championing Riverside Service Style
- Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and best practice in support of troubled families
- Participate in the work of the tenancy and estate management team and the community engagement team, encouraging innovation
- Constantly review outputs, setting improvement targets and appraising individual performance.
- Any other relevant duties as required by the designated manager.
Person specification
Knowledge, Skills and Experience
Essential
- Excellent communication skills and a real passion for delivering great customer service.
- Experience of managing a caseload; working to and achieving targets
- Experience of providing face to face support for customers with multiple economic and social needs leading chaotic lives; including young people, lone parents, people involved with the police or the criminal justice system and those who have not worked for some time.
- Must have a driving licence and access to own car
Desirable
• 5 GCSEs or equivalent
- Housing/Support/Care related qualification desired but not essential
