The posting
ROLE PURPOSE
The post-holder will be responsible for proactively delivering housing options advice, including security of tenure, low cost home ownership, preventing homelessness, investigating householder circumstances and undertaking statutory assessments in order to determine the best options and resources available on a case by case basis. This will involve carrying and managing a case load across housing options, move-on and homeless prevention, to work with individuals supporting and directing clients to access a broad range of housing options and where appropriate making relevant onward referrals and signpost to other services. The post holder will ensure statutory requirements are met and local team targets are delivered through case work.
Job Description 1. People Management No direct supervisory responsibility however may be requirement to assist in induction and training of peers and new employees. 2. Customer Management To actively support the management of the service delivering a professional, responsive and individualised service to Hillingdon residents requiring housing advice and to explore and sign-post to housing options.
To demonstrate understanding of the Councils Customer Care Standards and ensure that these standards are met in order to deliver the Council vision of putting our residents first.
To provide holistic, informed and accurate housing advice which is right first time, to all approaches to the service.
To support, coach and empower residents to independently assess and manage their own housing situation and make informed choices. 3. Operational Service Delivery To ensure that potentially homeless clients are given advice and assistance including those in housing need to whom the Council has no legal obligation to provide emergency accommodation to claim housing and other welfare benefits available to them with the aim of preventing or delaying homelessness, including the use of discretionary hardship payments (DHP). To assess and determine applications from homeless households within the terms of part VII of the Housing Act 1996. To discharge the Councils statutory duty in investigating, assessing and determining applications from homeless households within the terms of part VII of the Housing Act 1996. To actively manage case work in accordance to expected standards of timeliness and quality and to adhere to agreed procedures at all times, including maintaining a high standard of accurate written records and reports. effective record keeping. Be knowledgeable and up to date with housing legislation, policy, procedures, case law and Codes of Guidance to ensure statutory requirements are consistently met.
To contribute to communicating clearly and effectively with staff, customers and their representatives, Elected Members, colleagues and other third parties around all aspects of the service delivery and linkages with other areas, promoting a widespread understanding of the service and its capacity in order to manage stakeholders expectations and agree realistic outcomes and goals.
Represent the service at meetings, case conferences and on committees/bodies as required.
To contribute to preparing and implementing the housing strategy, homelessness strategy, rough sleepers strategy, allocations policy as it relates to housing need, and to undertake projects related to the development of the service area.
To actively detect and prevent fraudulent applications for housing assistance and refer any possible cases to our Counter Fraud Team.
To undertake investigations into complaints and Members Enquiries and ombudsman enquiries as required.
Ensure corporate standards are met consistently, including complaints and Members Enquiries. Housing Options and Move-On Be able to provide advice on a range of housing options, including low cost home ownership which promotes self-service, independence and prevents homelessness.
To manage case work using expertise, knowledge of legislation and well established networks and partnerships to move clients on from temporary accommodation into longer term suitable and sustainable accommodation which effectively fulfils the Councils statutory duties.
To ensure that suitable housing solutions are delivered to residents consistently. This includes reducing the use of temporary accommodation and developing creative solutions to achieve this, including consistent use of the Social Housing Allocations Policy and the Private Rented Sector (PRS).
To develop and maintain effective relationships with private sector landlords, local managing and lettings agents and owners of empty properties in order to secure use of privately rented properties for households in housing need in the Borough. To engage with the Housing Register and Allocations Team, Adult Social Care and Childrens Services to deliver a seamless service.
Identify and manage safeguarding concerns and risk, introducing risk aversion plans and make safeguarding for vulnerable individuals, including CAF referrals for families with/and children and young people.
Taking the lead professional role where necessary and attend joint meetings, case conferences etc Manage the risk and respond sensitively to adults, children and young people and fleeing abuse or violence, keeping them away from further harm, by undertaking appropriate risk assessments and to provide the best possible solutions.
To be able to provide expert advice on security of tenure, giving detailed advice and be able to support tenants where there tenancy may be at risk.
To be proactively managing complex case work and contributing to case reviews where residents are at risk of homelessness to effectively fulfil the Council statutory duties and resolve their homelessness and intervene immediately with cases to prevent crisis homelessness.
Be responsible for building effective working relationships with Adult Social Care, Childrens Services, other Council services and external housing and support partners to deliver a seamless service, where appropriate.
Have an understanding of the various social care legislative requirements as they affect housing. To take appropriate action to investigate and discharge the Councils homeless duty where appropriate for cases where there is concern that temporary accommodation has been abandoned, sub-let or misused.
4. Service Planning & Development
Contribute to the annual Team Plan and delivery of team targets. Contribute to the development and review of procedure manuals providing guidance on the functions of the team.
5. Financial & Resource Management
To actively support and contribute to the effective management of the allocated department / team budget. To ensure all purchasing and procurement is conducted in line with the corporate guidelines with appropriate use of the Councils financial systems. To demonstrate cost-consciousness and identify any cost effective changes to own way of working.
6. Continuous Improvement
Contribute to the delivery of cross-cutting service improvement initiatives and projects. To identify and suggest any improvements to current ways of working in order to deliver a more efficient and effective service for residents.
To undertake appropriate professional training to maintain professional competence and continual personal development, as required.
Maintain an awareness of the Councils legal duties and policy objectives in respect of Equal Opportunities and Customer Care and ensure that they are incorporated into policy and practice.
7. Contacts
Any role specific responsibilities. Council wide where appropriate in particular to engage with Adult Social Care and Childrens Services to deliver a seamless service where appropriate.
External: Including but not limited to; DWP; Rent Officers; Solicitors; Estate Agents; Accommodation Agencies; Housing Associations & RSLs; Probation Services; Voluntary Agencies; Hillingdon Law Centre; CABs; Health Care providers & CCG.
8. Additional Responsibilities
To carry out all duties with full regard to responsibilities under health and safety legislation and the Councils health and safety policies
To provide support and advice to staff in other sections.
Complete other reasonable tasks in order to fulfil role purpose or as instructed by management.
9. KEY PERFORMANCE INDICATORS Delivery of agreed Team Plans.
Reducing numbers of households placed in temporary accommodation.
Procurement of private rented accommodation.
Supporting residents into alternative accommodation provision.
Prevention case decisions completed within 56 days
Relief case decisions completed within 56 days.
Reviews undertaken within 56 days.
Delivery against any agreed Service Levels
Person Specification
QUALIFICATIONS
- Hold an appropriate qualification in a relevant field: NVQ, Diploma, relevant degree or relevant experience
- A good standard of education with English & Maths GCSE grade AC or equivalent
EXPERIENCE
Experience of working in a front facing team interviewing and assessing clients with a need for assistance
Experience of case work and the application of case work management systems
Experience of effective multi-disciplinary working
Experience of working on defined operational projects, working to tight deadlines and objectives with minimum supervision.
ROLE SPECIFIC REQUIREMENTS
Ability and willingness to participate in a rota system for the Emergency Out of Hours Housing Service, offering housing advice and sourcing emergency accommodation, if required.
Ability to work flexibly to meet the needs of the service
Able to visit clients Borough-wide and outside the Borough, if required
KNOWLEDGE & SKILLS
- To be a confident, engaging communicator, able to positively handle contact with clients from a range of backgrounds and with complex needs
- Have the ability to build and maintain a good understanding of wider council and department objectives, services and initiatives and an understanding of how these interface with delivery of housing needs services.
- The ability to handle conflict, or potential conflict situations with clients who may be distressed, dissatisfied or potentially aggressive/ violent, and to do so within the Councils policy/procedure on carrying out such interviews.
- Strong negotiation and influencing skills with the ability to appropriately challenge.
- The ability to build and maintain a thorough working knowledge in using data and case management systems to ensure data quality and effective sharing of work.
- Excellent ICT skills and knowledge of service specific software to maximise effectiveness. Proven ability to work with several software applications in conjunction, and proficiency in office ICT tools and database use.
- Ability to handle and respond to customer complaints clearly and comprehensively in keeping with the councils service standards.
