Current jobs related to Tenancy Sustainment Coach - Scunthorpe - Ongo Recruitment Ltd

Title: Tenancy Sustainment Coach

22.5 hours per week

12 month maternity cover

£ for 22.5 hours per week

Overall Purpose of Job

To provide housing related support to the tenants of Ongo Homes to enable them to liveindependently and maintain their tenancies.

To support 'Tenancy First' strategy by communicating to tenants the importance ofprioritising their tenancy commitments including rent payments and improving servicedelivery.

Main Responsibilities

• To provide intensive housing related support to tenants living in Ongo Homesproperties including the preparation and monitoring of support plans asappropriate to achieve customer goals.

• To deliver services to our customers using a coaching approach.

• To provide money and benefit advice in order to sustain tenancies

• Assisting with applications for charitable grants to alleviate poverty.

• To support tenants to maximise their income by completing an Income &Expenditure, budgeting and providing tips on reducing outgoings (gas/electricity)

• Provide support to Ongo Homes tenants regards accessing their benefitentitlement ensuring benefit maximisation and referring tenants who needspecialist help to the relevant agency.

• Work with Citizens Advice, Ongo Benefits Advice Officers and other voluntaryagencies to assist with income maximisation. This may include attending regularmeetings with external agencies and Ongo Homes colleagues to ensure effectivepartnerships and service delivery

• To offer guidance and support to tenants on tenancy issues including housing andbenefits, accommodation options, general benefits and lifestyle skills.

• To provide support to Ongo Homes tenants who have been decanted from theirhomes into temporary accommodation due to either planned or emergencysituations

• To support vulnerable tenants with external agencies and within Ongo Homeswhere appropriate to help sustain tenancies and obtain better outcomes fortenants

• Ensure that accurate records are maintained, and outcomes achieved and collateperformance management information in line with Company service standards,key performance indicators.

• To be aware of housing legislative issues such as ASB, possession cases, rentarrears and formulate plans and strategies to tackle these problems throughproviding tenancy support services.

Creativity & Innovation

• Use coaching skills to inspire and motivate individuals and wider communities.

• To be able to engage with and achieve buy in from tenants to enable changing.behaviours and improving life skills.

• The ability to apply individual thinking to problem solving and gain the agreementof clients in pursuing agreed actions to change and improve tenancy managementbehaviour and skills

• Ensure the use of ICT apps such as My Home and other forms of social media tosupport and engage with tenants.

Contacts & Relationships

• Close liaison with professionals within the Housing Advice team, Local Authorityadult and childrens' services, health and other support and care agencies

• Regular contact with financial organisations and benefits agencies• Close liaison with other teams throughout Ongo Homes

• Regular communication with external support agencies and charitableorganisations

• Managers in Ongo Homes and external organisations.

Decision Making - Discretion

• Decides on the appropriate level of support to be provided to individual cases

• Decisions on which agency or organisation is best placed to provide support toindividual cases

• Makes timely and effective decisions which ensure an effective support service isdelivered. This will involve balancing conflicting priorities and changing demands,and making decisions which affect tenancy management issues and the lives ofindividual tenants

• Able to meet priorities set by line manager

Decision Making - Consequences

If vulnerable customers are not supported effectively they will be at risk of harm to theirhealth and wellbeing, which could include the loss of their temporary accommodation.

Responsibility for Resources

• PPE equipment

• Laptop + charger and screen/keyboard/mouse for home use

• Ipad + charger

• Document case with GDPR sensitive documents

• Personal Guardian 24 alarm + charger

• ID card (with office entry permissions)

• Headphones

• Mobile phone + charger

Work Demands

• Ability to work flexibly and occasionally outside normal working hours.

• Able to meet organisational deadlines with conflicting priorities due to changingcircumstances.

• Ability to balance the demands of supporting individual tenants with meeting thebusiness aims of Ongo Homes

• The post holder will undergo an annual DBS enhanced check

Physical Demands

• Post holder must be able to carry out visits and transport themselves to variouslocations, this may include the need to travel in hazardous weather conditions andtake the appropriate safety precautions

• Must be able to visit a range of properties including accessing flats and climbingstairs

Working Conditions

• Post holder will follow agile working practices and policies including homeworking, work in the office, working remotely in authorised premises (Local Links,The Arc etc) and carry out visits to tenants homes.

• Post holder may be required to work outside of normal office hours to deliversupport and make contact with hard to reach tenants.

• To adhere to GDPR guidelines in regard to the collection, use and retention oftenants personal data.

• To follow safe working practice guidelines for lone working/travelling and visitingon estates.

Work Context

• Frequent contact with customers, often about contentious issues

• Potentially required to engage with difficult customers in challenging situations.This will include dealing with abuse and aggression in tenants home and on thehousing estates in areas of Ongo operation.

• Frequent lone working in tenants homes/remote locations

• Report any near misses or incidents in line with health and safety guidelines andpolicies.

Knowledge, Skill & Experience Required

• Experience of working with vulnerable people in a positive way to deliver tenancysupport and advice.• An understanding and working knowledge of housing and benefits legislation.

• Excellent communication skills (particularly oral, but also written)

• The ability to empathise and communicate with vulnerable people to deliverpositive outcomes.

• Ability to negotiate, influence and act as an advocate with a wide range of peoplein a wide range of situations

• Good organisational skills and ability to work to deadlines both as part of a teamand working alone.

• Ability to demonstrate customer focus and commitment to diversity in all aspectsof work.

• Commitment to achieving positive outcomes and objectives for individuals and forOngo Homes.

• The ability to develop and utilise effective ICT systems relevant to Social Housingincluding the use of social media and encouraging tenants to use the My Homeapp.

• The ability to work with and influence colleagues in other teams across OngoHomes to ensure the effective delivery of a customer focused support service

Health & Safety

To be aware of risks to personal safety, other employees, customers, company propertyand company reputation and to highlight such risks to managers immediately

Environment and Sustainability

• To ensure the environment and sustainability policies are understood by the postholder

• To promote the importance of considering the environment and sustainability inthe role

• To treat the environment with respect and commit to ensuring allservices/activities that are provided in this role have taken the impact on theenvironment into consideration/action plans

Risk Management

• To be able to identify risks that may affect the achievement of personal andservice objectives. To support the organisation's risk management processthrough good communication and carrying out actions to reduce identified risks.

Equality and Diversity

• To promote equality and diversity amongst our stakeholders, residents, customers,clients, staff, board and committee members and all those we work with.

• To

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