Housing Support Officer

**Overview**
The Housing Support Officer is responsible for delivering essential housing-related support services to residents of Brightside Housing, with a primary focus on individuals in receipt of Housing Benefit. This role is critical to the well-being of residents and the effective management of the Brightside Housing property portfolio. The Housing Support Officer will work within a framework that prioritises housing-related needs, ensures benefit compliance, facilitates property management, and fosters a psychologically informed, person-centred environment for all residents.

**Responsibilities**
- **Proactive and Organized Approach**:

- The Housing Support Officer must maintain a highly organized approach to their day-to-day duties, anticipating needs and planning effectively in order to be able to cater to our 40 residents.
- This role requires a proactive rather than reactive stance to resident support. When residents contact Brightside Housing for assistance, the Housing Support Officer will primarily schedule dedicated support sessions at a mutually agreed-upon time, ensuring efficient and focused support delivery, rather than providing immediate, unscheduled assistance.
- **Resident Support Needs Assessment and Planning**:

- Proactively identify and assess the housing support needs of all residents in receipt of Housing Benefit.
- Implement, and regularly review comprehensive housing support plans tailored to individual resident needs, ensuring these plans focus predominantly on housing-related objectives.
- Ensure that direct personal support or non-housing related matters constitute no more than 10% of the time spent with each resident.
- **Housing Benefit and Universal Credit Management**:

- Thoroughly familiarise oneself with each resident's Universal Credit claim details (particularly what benefits they claim) and ensure that all resident commitments are understood and adhered to.
- Provide direct support and assistance to residents to ensure their Universal Credit claims are maintained and not jeopardised due to non-cooperation or administrative issues, thereby preventing benefit halts.
- Assist eligible residents with making claims for additional welfare benefits, including but not limited to, Limited Capability for Work (LCW) and Personal Independence Payment (PIP), where such benefits contribute to housing stability or resident well-being.
- Actively work to prevent benefit sanctions and rent arrears, contributing to the financial stability of residents and the prevention of homelessness.
- **Housing Management and Tenancy Sustainment**:

- Act as a primary point of contact for resident inquiries and complaints, addressing them efficiently and professionally.
- Support residents in understanding and adhering to the terms and conditions of their licence agreements.
- Assist in addressing and resolving instances of anti-social behaviour in accordance with company policies and legal frameworks.
- Contribute to general estate management, ensuring properties are well-maintained and that communal areas are conducive to resident well-being.
- **Reporting, Documentation, and Compliance**:

- Maintain accurate and timely records of all interactions with residents by producing detailed reports and contact logs.
- Upload all generated reports and contact logs to the designated property management software (currently 10Ninety) or submit as clear voice notes for transcription on the same day that the resident is communicated with.
- Ensure that initial assessment forms clearly document identified support needs and that all subsequent contact logs track progress against these needs.
- Operate strictly within Housing Benefit regulations, ensuring that all service charges are eligible and avoiding the inclusion of ineligible costs such as charges for personal care, meals, general living expenses, or costs deemed excessive.
- Ensure all work activities are directly related to housing support and the effective running of the Brightside Housing portfolio.
- **Ethical Practice and Environment**:

- Uphold the principles of Person-Centred Support, demonstrating respect, empathy, and empowering residents in all interactions.
- Contribute to fostering and maintaining a psychologically informed environment within Brightside properties.
- Adhere to all company policies related to staff conduct and safeguarding, acting as a responsible person for assigned schemes. This includes being non-judgemental towards all residents regardless of their background.
- Be aware of and contribute to preparations for business licensing requirements.

**Skills**
- Strong interpersonal skills with the ability to build rapport with clients from diverse backgrounds.
- Excellent communication skills, both verbal and written, for effective interaction with clients and colleagues.
- Ability to negotiate effectively to advocate for client needs and preferences.
- Logical, common sense approach, and an ability to challenge and stop i