Hybrid Role

This is a key role within our Housing Team providing tenancy related support to a range of clients within Stay’s own accommodation portfolio. This involves assessing, allocating and supporting our tenants on their journey with Stay and assisting successful move on. Teamwork is also a key part of this role to work alongside the wider housing team towards team and organisational objectives.

**Key Responsibilities**
- To address issues of social isolation and exclusion, facilitating client’s involvement in the community.
- To deliver person centred support through; one-to-one sessions, group work and ad-hoc support.
- To record all contacts with clients appropriately and in line with Stay’s policies and procedures and maintaining all relevant files and recording systems, ensuring information is updated.
- To produce appropriate written reports in a variety of formats to meet the requirements of managers, service providers and board of trustees.
- To assist clients in acquiring the budgeting and social skills necessary to sustain accommodation effectively. Advise customers on benefit entitlements and ensure that their income from benefits and employment are maximized. Provide advice on training, employment and related issues and support with any change of circumstances affecting their financial situation.
- To, where customers are at risk of eviction, provide advice and support and where necessary help them to seek legal advice.
- To actively promote customers’ knowledge of and participation in Stay’s Client Involvement activity by promoting available opportunities such as membership of working groups, service evaluation, service changes and Stay’s Complaint’s, Comments and Suggestion policy.
- To ensure that clients understand their rights and responsibilities of the licence/tenancy to enable informed choices.
- To input and extract information from Stay’s IT systems, including client information.
- To undertake, as required, any other duties compatible with the level and nature of the post and/or reasonably required by the Team Leader, Service Manager and Operations Manager.
- Provide advice and guidance on issues such as tenancies at risk, whether through rent arrears, anti-social behaviour, property maintenance, unemployment, mental health issues and finance.
- Assist customers with security and safety matters within their home including door/window security, advice regarding household appliances and controls for heating, providing details of the repairs service and how to report and arrange repairs.
- Reduce former rent arrears and debt on a continuing basis through effective liaison with the Rent Officer and the provision of accurate information and data to assist them in the collection of debt.
- Ensure incidents/Safeguarding are fully reported and investigated and act to resolve the problem or take holding action until a permanent solution is found.
- Adhere to Stay’s Safeguarding Policies and take responsibility for making Safeguarding referrals to the relevant services and report any concerns to Stay’s Designated Safeguarding Officer’s.
- Recruit and manage a team of Volunteers through existing and new channels.
- Engaging with clients and the local community to co-produce a programme of activities and sessions.
- Encourage and motivate clients to engage and participate in activities and sessions.
- Generate appropriate volunteering opportunities and roles descriptions based on the needs of the organisation.
- Develop a system to gather and evaluate feedback to ensure the quality of client and volunteers experience.
- Other duties commensurate with the post as may be determined from time to time

**Staff Expectations - how we do things.**

**Administration Duties**
- Maintain accurate records, both paper and electronic.
- Assist in the production of management information related to key performance indicators.

**Financial Management**
- Work within departmental budgets and aim to achieve value for money in all areas.
- Ensure compliance with all financial policies and procedures.

**Relationships and Partnerships**
- Maintain and enhance working relationships internally with support colleagues and central services, externally with referral agencies, landlords, the Local Authority etc.
- Assure compliance with Management Agreements and Leases and report as required to partner landlords on housing management performance.

**Client Involvement**
- Encourage and support meaningful client involvement in all aspects of the service delivery and embed Involvement at the core of the service provision.
- To make a difference to clients through support which everyday impacts on their lives for the better.

**Quality Assurance**
- Report on performance monthly to line manager within deadline.
- Assist in addressing any improvements required from internal or external audits.
- Ensure that Equality & Diversity is actively promoted in all areas of work and that the services are relevant and accessible to all.
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