Housing Support Service Lead

**Job title**:Housing Support Service Lead

**Reporting to**:Area Business Manager

**Staff reporting**:Housing Support Officers and Volunteers

**Based**:Brent

**Purpose**
To support Housing Support Officers in providing housing related support to Caridon Foundation clients, to enable them to maintain their tenancies and to achieve their aspirations for independent living and undertake the day to day running, monitoring, improvement and delivery of our supported housing service to agreed standards.

**Tasks**
- Build positive client relationships and ensure team delivery of personal housing plan
- Build relationship with other stakeholders to sign post clients for more specialist support
- Work with clients and team to identify and action service improvements
- Build relationships with referral sources such as Single Homeless Teams, relevant partners and support services organisations, in order to access best support to meet clients’ needs
- Escalate maintenance issues to maintenance team and service.
- Monthly supervision of Housing Support Officer
- Assist and support HSOs with complex cases, in addition to managing the residual case load
- Review to ensure all housing support plans and risk assessments are regularly updated by the team
- To record and report safeguarding concerns in line with Caridon Foundation duties and established policies and procedures
- To update and record new tenant’s details on Arthur and maintain accurate Arthur records
- Monitor and oversee practices to ensure that tenancy, behaviour, payment and eviction standards are managed in line with company policies
- To provide weekly and monthly statistics on voids, evictions and arrears
- To meet KPIs set
- Ensure the operation of service is to a good quality standard that meets customer service requirements
- To support Housing Support Officers with Housing Benefit issues such as overpayments and arrears
- To ensure that all Housing Benefit claims are submitted with all relevant documentation to prevent delays in claims
- To handle and escalate clients’ complaints
- To attend multi-agency meetings to promote the needs of clients or Caridon Foundation
- To ensure confidentiality and data protection are observed at all times in compliance with the Data Protection Act & the General Data Protection Regulation

**Communications**
- Contribute to Group Newsletter
- Collate case studies, photographs and information from the field and provide to Public Relations

**Volunteers**
- Advertise and recruit volunteers as required to support the functions of the fundraising team where necessary
- Carry out volunteer inductions
- Manage and supervise volunteers

**Personal Specification Experience**
- At least two years’ experience in managing a small team
- Demonstration of leadership skills
- Self-motivated and can work unsupervised with the ability to plan and monitor work of self and others
- Can provide quality direction, support, training and coaching to colleagues to achieve high levels of performance
- Provide a non-judgmental professional relationship with vulnerable clients i.e. people with mental health issues, substance misuse
- Experience working with those who have experienced homelessness
- To be able to communicate well with clients and peers
- Ability to work positively without direct supervision, managing own time, meeting deadlines and undertaking training
- Ability to liaise positively with other agencies
- A knowledge of Health & Safety legislations to include basic first aid, food hygiene and infection control

**Skills and Competencies**
- Computer literate (Excel, Word, Outlook and the Internet)
- Demonstrable ability to plan and prioritize own workload
- Excellent communication skills
- Ability to demonstrate initiative and work well under pressure
- Ability to work as part of a team
- Acts as a role model to others in the team, sharing knowledge and experience when necessary, whilst respecting and valuing the contribution other team members’ experiences can bring

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00 per year

**Benefits**:

- Private medical insurance
- Store discounts

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Housing Support Management: 3 years (preferred)

Licence/Certification:

- Driving Licence (preferred)