Resident Pathways Officer

4 weeks ago

London, United Kingdom YMCA London City & North Full time

**Duties and Responsibilities**

**Resident Engagement**
- To support the facilitation of the Residents involvement plan, in conjunction with the ETE Worker, and working with them to supervise, develop and implement a holistic programme of activities and encourage and promote resident participation.
- To support the ETE activities worker, volunteers and residents to deliver high quality learning and development programmes.
- Provide and update a calendar of events to ensure residents are fully aware of planned activities and to promote engagement and participation.
- Supervise the use of ETE facilities and resources, and ensure activities such as the HUB, training room, garden area and other available spaces are used appropriately.
- Support the development and delivery learning programmes with external bodies who have relevant expertise and opportunities.
- Be aware of opportunities to involve residents and signpost to them relevant activities for engagement and to evaluate the success of the resulting involvement activity. This would be achieved by actively promoting the opportunities available to residents to become involved with both internal and external activities in line with the ETE engagement strategy.

**Housing Tasks**
- Ensure all incidents and complaints are reported and dealt with in line with organisations processes.
- To assist Housing Team with benefit information, advice and guidance to residents.
- To support Housing Needs Workers with 1-2-1 key working sessions
- To support Housing Team in making referrals to external agencies to ensure young people’s support and housing needs are addressed.
- To assist with investigations of incidents of anti-social behaviour and take appropriate enforcement action to ensure effective resolution including legal remedies where necessary. This includes viewing CCTV footage to bring incidents to a swift resolution.
- To ensure the timely processing of new residents as directed in order to achieve void turnaround target
- Working closely and cooperatively with the maintenance team, ensure that repairs are reported in a timely manner
- To be responsible for a small caseload as a secondary keyworker
- As directed, to correctly and promptly, administer all paperwork and computerised necessary (including updating database systems (Inform), filing and maintaining current, ex-residents and referrals files) for the effective and efficient functioning of the housing team.

**Reception Tasks**
- You will act as the main point of contact for all YLCAN stakeholders, always creating a positive and professional impression and fulfilling residents, catering and conference users, contractor and visitor’s needs.
- Greet all customers and assist them accordingly and in a professional manner.
- Answer telephones promptly and professionally making sure that the caller receives correct information. Handle queries and complaints appropriately.
- To manage any admin duties including reporting of any maintenance concerns and gym memberships.
- Carry out all bookings, sales and administration procedures accurately.
- Ensure the front desk area is kept clear and tidy at all times.
- Ensure access control is adhered to at all times.
- Implement the YLCAN cash handling procedures to ensure an effective, efficient and well monitored operation.
- Maintain a thorough knowledge of all YLCAN activities, facilities and services provided.
- Ensuring the first aid box is accurately replenished
- Handing out hoovers/irons to residents
- Opening doors when residents lock themselves out
- Issuing fob keys to residents
- Support the team in embedding a psychological informed environment.

**Customer Service**
- Takes personal responsibility for exceptional customer service behaviour, ensures service delivery is in line with internal policies in a friendly manner.
- Use good listening skills to build rapport and establish credibility with colleagues, residents, contractors and external stakeholders
- Interacts well with people, shows commitment to working in partnership within a team and demonstrate a wiliness to go the extra mile.
- Shows commitment to working with external & internal partners, customers and service users to maintain good working relationships
- Seek to understand the need of the customer/client and works to promote a culture that values equality and diversity to deliver services with equal access.
- Works as part of a team, actively follows up on enquiries, requests and complaints
- Honest and straightforward and treats everyone with fairness, respect and professionalism
- Seeks to receive feedback on individual approach from customers and colleagues
- Ability to identify any difficulties and confident to provide recommendations for improvement

**External Agencies**
- To build and maintain good working relationships with external agencies to benefit the support needs of the residents (including referral, workshops, move-on, education, training and employment opportunities.

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