Service Lead

2 months ago

Coventry, United Kingdom Lotus Sanctuary CIC Full time

**Job title**:Service Lead - Supported Housing

**Reports to**:Regional Operations Service Manager

**Hours**:37.5 hours per week, 5 days Monday - Friday

**Salary**:£33,000 per annum

**Job role and purpose**:
Lotus Housing is a community interest company. We operate nationally, providing transitional supported housing to vulnerable adults and families at risk of homelessness and private sector rental accommodation. For our supported residents, we provide Intensive Housing Management services which aim to empower residents with the right tools to live independently by managing a tenancy and household. For every person we’ve helped reach independence, we know there are many more that could benefit as the demand for housing out paces the supply. We are constantly expanding our services by growing our housing provision and the number of residents we empower.

Our aim is to end homelessness and the size of our task is what keeps us motivated.

**Main duties and responsibilities**:
The main purpose of this role is to deliver a high quality, responsive and effective supported housing management services to existing and potential Residents. To lead teams working with vulnerable people, families at risk of homelessness, and those with complex needs and to manage the day-to-day operations of the service under the direction and guidance of the Regional Operations Manager.

This will be achieved through the pro‐active and diligent management of a region of supported housing units and the management of staff, who will manage allocated areas. You will also be competent at managing budgets, understanding legislative compliance and can build relationships with key stakeholders. The role holder will be responsible for continuously aiming to provide the best possible Residents experience, grow the service provision and being the ‘face’ of Lotus Sanctuary in the community and be part of the emergency on call rota.

**Management and Supervisory Responsibilities**
- Manage and supervise your allocated teams, providing continual support and guidance on all property related matters, delivery of housing management services, compliance, service user engagement, whilst maintaining high levels of engagement and morale within your team, monitoring workloads, taking actions to redress any concerns, and escalating where necessary.
- Recruit, induct, coach and train new and existing team members within the region and ensuring staff are given ongoing support, advice, encouragement, and supervision. Identify training needs as necessary and be committed to continuous professional development.
- To oversee the work of volunteers/student placements and others as required
- To ensure that service delivery is provided in line with Lotus Sanctuary operational standards, policies and procedures and any issues are escalated to your Line Manager.
- Manage voids, rent arrears, tenancy audits, audit risk management and housing management plans of all Residents, Safeguarding, complaints, tenancy management as well as health and safety compliance in your allocated area and provide reports as requested.
- To audit service performance such as but not limited to, effective void management, property compliance, HB income, service charge payments, scheduled visits with Residents, review of housing plans, risk assessments, safeguarding, quality of service delivery, health and safety and fire records and work with your Regional Operations Manager to redress areas of non-compliance.
- To be responsible for day-to-day expenditure and subsequent monitoring of related budgets.
- To ensure that staff are delivering a clear distinct intensive housing management service to our Residents.
- To develop and maintain appropriate records systems for the service.
- Complete staff rotas, monitor attendance, and use of Rota cloud, where necessary and to be flexible by being available out of hours in emergencies.
- Attend, participate and review case management meetings of Residents.
- To take the lead in dealing with clients with complex needs, assist with client casework in cases of being short-staffed or when staff is on leave.

**Housing Management Responsibilities**
- To screen and risk assess any potential referrals of clients to the service and decline where appropriate. To make informed, proactive decisions based on service need and risk.
- Ensure that your staff team are equipped to sign‐up new Residents, prepare tenancy agreements, providing guidance to new Residents on housing and maintenance services, dealing with complaints and compliments and access to any other services they may require.
- Ensure that the proof of identity process and right to rent checks are being completed and recorded.
- Ensure that Housing Benefit claims are submitted and address any issues that may arise during the claim, liaising closely with your team, Housing Benefits departments, finance teams and ensuring that all systems are updated.
- Monitor agreements made to reduce

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