Team Leader

Reports to:Community Housing Advice Service Operational Lead

Salary:£30,660 per annum (pro rata) - £24,528pa

Location:Swansea

Hours:28 - 35 hours per week

Post No:SC714

Background to our organisation

Shelter Cymru is the people and homes charity in Wales and works for the prevention of homelessness, the improvement of housing conditions, and the right of everyone to a safe, suitable and affordable home.

We understand the damage that bad housing causes. Every day we deal with the effect it has on people's lives.

Shelter Cymrus 2025 Vision

Shelter Cymru has an ambitious vision that by 2025 the organisation will:

• Help more people to find long- term solutions. We want to help more people experiencing or facing homelessness, or living in unsuitable homes, to find long-term solutions to the problems they face

Fight for good homes.Our policy, research, campaigning and lobbying will focus on structural drivers of need, evidenced by our casework, and underpinned by recognition of home as the foundation of peoples personal, social and economic lives and their health and wellbeing
Build our resilience and capacity.We want to build a resilient and sustainable organisation that is continually learning and adapting to a changing environment; where our staff, and the people we exist to serve, feel valued and empowered.

Background to post

The Team Leader (Western Bay) will be responsible for ensuring that high quality, responsive and effective housing advice services are delivered across the Western Bay region, which includes Swansea, Neath Port Talbot and Bridgend.

This post takes direct line management responsibility for all Housing Law Caseworkers who are delivering face-to-face housing advice services to the Western Bay region. Housing advice services are delivered by phone, through outreach based advice surgeries, and at county courts when housing possession cases are listed, offering specialist legal advice and support. Housing Advice Services are funded through the Welsh Government, the Legal Aid Agency (LAA) and local authority contracts.

The post holder will also be expected to undertake upto a maximum of 22 hours direct casework per week (to be agreed with the CHAS Lead) in order to make a delivery contribution, meet the LAA Supervisor Standard and maintain casework expertise.

You will be expected to make a contribution to the overall development of Shelter Cymrus national Housing Services team, as well as contributing to the wider policy and campaigning agenda in Wales. You will be expected to maintain good relationships with existing funders, local authorities and other partner agencies and to identify new potential funding opportunities.

Role summary/purpose

1. Management & Supervision

1.1 Provide day-to-day line management for the Western Bay Housing Advice Services Team which will involve: leading the recruitment and induction of new staff to the team; undertaking performance review meetings; monitoring measures and Key Performance Indicators; managing service delivery issues; identifying training needs; identifying and dealing with day-to-day staffing issues e.g. absence management; performance, complaints and conduct issues.

1.2 Regularly monitor the performance of the team, including measures and Key Performance Indicators, Legal Aid Agency, Welsh Government and other funder contract requirements and targets, outcomes, quality assurance and user feedback information.

1.3 To assist the Community Housing Advice Service Operational Lead and Head of Housing Services in developing and implementing improvements to casework practices, policies and procedures to better meet client need, based on systems thinking principles.

1.4 To lead the team in promoting the housing advice service to the public and potential referral agencies.

1.5 To maintain good relationships with existing funders, local authorities, through protocols or otherwise, and other partner agencies and to identify new potential funding opportunities.

1.6 To ensure that the Western Bay Housing Advice Team contributes to external local and regional strategic homelessness prevention fora and advice networks and contributes to Shelter Cymrus national campaigning and policy work, including the provision of up to date case examples, statistics and other relevant information.

1.7 To facilitate team meetings on a regular basis, to include setting agendas, providing briefings and disseminating information to the team.

1.8 Regularly monitor the annual budget of income and expenditure for the Western Bay Regional Housing Advice Team in consultation with the Heads of Housing Services, the Head of Finance and other team members as appropriate.

1.9 Lead the CVV Regional Housing Advice Team in the monitoring, reviewing and acting upon client feedback, both on an individual basis with Housing Law Caseworkers and by facilitating regular Client Feedback meetings with the team.

2.0 Casework Supervision

2.1 Ensuring that all work undertaken meets appropriate quality standards including Shelter Cymrus casework Office Manual and the Specialist Quality Mark standard requirements set by the LAA.

2.2 Provide day-to-day casework support to advisers by answering legal enquiries on housing law, the legal process, tactics and other relevant areas of law.

2.3 Along with the Senior Housing Law Caseworker, act as the first point of contact for caseworkers on any legal and / or technical queries and to filter enquiries before they reach the Legal Team.

2.4 Ensure, in liaison with other staff, that all cases that may qualify for a legal aid certificate are identified and referred to the Legal Team and that the necessary procedures are followed and recording systems maintained.

2.5 Carry out regular file supervision with all advisers as per the Office Manual.

2.6 Keep informed and up-to-date of changes in legislation, case law and other areas that will affect the ability to provide support.

3.0 Casework

3.1 Provide appropriate advice, information and where necessary, practical help, to enquirers whether by visit, telephone, letter or referral and where necessary, to advocate on behalf of clients in the appropriate forums.

3.2Provide advice and representation at court for people with housing possession hearings, including on the day emergency advice and advocacy through the LAA Housing Loss Prevention Advice Scheme.

3.3 Ensure that all casework records are kept up-to-date, accessible to other staff and that all local casework information systems are maintained effectively.

3.4 Identify all cases that qualify for Legal Help and ensure that the necessary procedures are followed and recording systems maintained.

3.5 Actively participate in file review meetings and all other evaluation structures designed to maintain and improve the quality and standards of casework provision.

4.0 General

4.1 Participate as and when required in meetings and one-to-one meetings, and undertake, as appropriate, courses/training/other developmental activities, which is relevant to the role.

4.2 Ensure, in the course of employment, complete confidentiality is maintained in respect of the Charity, its dealings, transactions, affairs and all other information relating to clients, participants, associates, staff and other subsidiaries etc.

4.3 Keep up to date with developments within Shelter Cymru that influence the day-to-day activities within the role, ensuring compliance with relevant legislation and any other relevant internal/external factor(s).

4.4 Ensure all activities comply with appropriate legal requirements and with Shelter Cymru policies and procedures.

4.5 Demonstrate a commitment to the aims and objectives of Shelter Cymru and the implementation of its Diversity Policy and Welsh Language Scheme in the workplace.

4.6 To support the work of volunteers and other placements as requested.

In addition to the above duties and responsibilities, the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.

You will be subject to a performance review which will incorporate a review of the above duties and performance over the period.

As the post may involve working with vulnerable people, your employment will be subject to a satisfactory Disclosure and Barring Scheme check.

Core competencies

Listed below are Shelter Cymrus core competencies. Each competency provides a list of positive behavioural indicators which we believe best describe what good performance looks like.

1. Leadership and Integrity

This is about being able to motivate teams and colleagues, having a clear vision for the team and acting fairly and responsibly in all circumstances. Also, where there is no formal leadership role, taking the lead on certain projects or initiatives.

2 Motivation and initiative

We believe that staff should make as many decisions as possible within their remit and concerning their roles and responsibilities without having to refer to managers.

3. Working co-operatively

Being able to work effectively with other team members and with other teams is essential in getting work done effectively.

4. Reliability

This is not only about being punctual and carrying through agreed actions to a conclusion, it is also about being able to perform the job with the minimum of supervision.

5. Change and adaptability

We want staff to be open-minded about new ideas and methods of working. We want staff to be proactive in improving their skills and knowledge in line with new developments and opportunities. We also want staff to contribute to ideas and innovations.

6. Respect

We expect staff to reflect the key organisation attribute of respect, which is both towards other colleagues, and users of the organisation.

7. Problem solving

We expect staff not to simply identify problems but to help solve them.

8. Budget and cost aware

Whatever staff do they must consider whether it is value for money. In addition staff should be aware of team and organisational budgets and adhere to financial rules and procedures.

9. Administration

Staff are expected to complete their own personal administration requirements on time and accurately. Also, when required, to provide timely information for team or project reports.

Please return your completed application by email.

An application form and guidelines can be found online on ourVacancies page

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