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Resident Pathways Officer

4 months ago

London, United Kingdom YMCA London City and North Full time

YMCA London City and North (YLCAN) is an independent charity that is affiliated to the YMCA movement. We work across some of London's most deprived boroughs in Islington, Harringay, Tower Hamlets, Newham, Barnet and Hackney as well as the City of London. Over 600,000 young people call our area of London home.

Young people are at the centre of all we do. Our vision is for a society where they are equipped to create a future of their choosing. We collaborate with them so that they make informed choices through access to accommodation, youth services and community engagement.

Over 150 years we have helped tens of thousands of young people. Today, at any one time we accommodate over 400 young people who are experiencing homelessness and we positively impact the lives of thousands.

Our core values include mutual respect for individuals with different cultures, beliefs, and perspectives; encompassing diversity and inclusion; equality of opportunities and accessibility.

Our services for young people and communities in London also include Youth Hubs, Community Outreach and Childcare. Our Crouch End and London Marathon Fitness Centres provide a strongly community orientated, inclusive gym environment, where people support each other to achieve their fitness goals. Our Harringay Club provides a gymnastics and dance facility for children and the Tarling Road Community Hub is an estate based resource for all members of the community.

The housing project currently provides short term temporary accommodation for single homeless vulnerable young people aged 18 to 35 from a variety of backgrounds including: offending, mental health, domestic violence and alcohol & drug abuse. The accommodation project is open 24/7 - 365 days a year.

Job Purpose:
The aim of this post is to help the housing team to provide a quality front desk service for YMCA, acting as the main point of contact; ensuring you fulfil the needs and requirements of our residents. This post will assist the Housing Options Officers in taking rent payments, answering the telephones in a polite and professional manner, providing basic information, advice and guidance, helping young people to call external agencies, thus embedding a psychological informed environment.

**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 professi