September 2017

Dear Applicant

Bank Relief Sheltered/Supported Housing Advisor

Thank you for your interest in this position. Enclosed is the information you will require to assist you incompleting your application.

Thank you for your interest in this position. Enclosed is the information you will require to assist you in completing your application.

To apply please can you:

  • Complete the Application Form
  • Complete Equal Opportunities Monitoring Form
  • Indicate on the Application Form if you cannot attend any of the interview dates.

Please note that applications can only be considered if all the above documentation is completed.

It is not mandatory to complete the Equal Opportunities Monitoring Form. The informationrequested is for monitoring purposes in line with our commitment to equality and diversity, and will notaffect the outcome of your application.

Once complete, please send your application, preferably in MS Word format, by email to

The closing date for completed applications is 9am on Tuesday, 29 August 2017. Any applications received after this time cannot be considered.

It is your responsibility to ensure that we have received your application. If you do not receive

confirmation of receipt of your application from us within 24 hours of sending, please call 01387 321300 and ask to speak to the OD/HR team to ensure it has arrived. You should also ensure that you use a secure email address from which to send your application, as our system will filter out emails if it believes them to have been sent from unsecured sites that are often used to send spam emails. In order to avoid last minute IT issues, we also ask that you allow yourself ample time to submit your application in advance of the

deadline.

Unsuccessful applicants will be notified in writing.

If you require any further information, or would like a discussion about the role, please contact me on 01387 321350 and I will make the necessary arrangements with our Supported Housing Manager.

We look forward to hearing from you.

Yours faithfully

Kirsty Robertson

HR Assistant

Welcome

Launched in 1982, Loreburn now owns around 2,500 properties located throughout Dumfries & Galloway,from Langholm in the east to Stranraer in the west, with many developments in the rural communities of the Region. We operate in one of the most beautiful areas of Scotland and our Vision is to Create Great Places to Live.

Loreburn has been providing both housing and support since it was formed in 1982. We employ around 100 members of staff, with office bases in Dumfries and Stranraer. Our Chief Executive, Lorraine Usher, joined us in March 2015 and since then we have undergone a full strategic review. With a refreshed vision, mission and strategic objectives we restructured our business in the autumn of 2015 and in spring 2016 the new Loreburn was launched. We have a small subsidiary D&G Homes which will be reviewed in 2016/17.

Loreburn is led by a Management Committee of committed volunteers who work collaboratively with the Executive Management Team to shape a business that can deliver great results for our customers. We hold Investors in People Gold and we are keen to build on our success and continue to develop our enthusiastic and energised employees.

Our vision is to Create Great Places to Live with a mission of working together to achieve that. Our strategic priorities are:

  • Great Homes
  • Great Services
  • Great People
  • Great Results

We are ambitious for our business and looking for an exceptionally talented individual to join us as a Bank Relief Sheltered/Supported Housing Advisor. If you believe you have the skills and values to contribute to our business then please continue reading.

Good Luck with your application.

From,

Everyone at Loreburn

Management Committee

  • John McNaught Convener
  • Brian Pattinson Vice-Convener
  • Derek Rodgers Secretary
  • Maureen Farrell
  • Jim Hogg
  • Ronald Jardine
  • Lynda Cameron
  • Mike Jones
  • Robin Wishart
  • Iain Fergusson
  • Peter Ward
  • Jane Connachen
  • Russell Brown

Executive Management Team

  • Chief Executive Lorraine Usher
  • Director of Operations Amanda Yellowley
  • Director of Finance & Corporate ServicesAlison Anderson

Management Team

  • Supported Housing Manager Becky Shields
  • Customer Engagement Manager Joanne Gordon
  • Regional Housing ManagerJoanne Weir (East)

Donna McCulloch (West)

  • Asset Manager Pete Paton
  • Head of Partnership & New InitiativesMoira Charters
  • Head of Business ImprovementFiona Neilson
  • ICT Manager Simon Macdonald
  • Head of Organisational Development & HRLindsay Lauder
  • Project ManagerBecky Wilson
  • Interim Project ManagerKatie Russell
  • Finance & Procurement ManagerGary Alison
  • Development ManagerGraham Robertson

Role Profile

Reporting to: Supported Housing Team Leader (Older Person’s)

Salary band:

Scope of work:To assist and empower customers, carry out day to day checks and maintain up to date records. There is no line management or budgetary responsibility with the post.

Purpose of job

  • To deliver a customer led services to people with a range of support needs ensuring the service is appropriate to their specific requirements.
  • To build effective relationships with key stakeholders, support wider initiatives and drive service improvements.
  • To work collaboratively with a range of partners and external agencies to ensure customers are offered an exceptional customer experience.

1.0Service Delivery

1.1Working with residents to ensure they live dignified, independent lives.

1.2Provide proactive support to the residents when necessary contacting their relatives and staff from other agencies i.e. social work / the health service (and possibly attend meetings with them).

1.3Work with colleagues, the management team and customers to develop a range of approaches that offer choice and control to the individual.

1.4Contribute to the delivery of a customer focused, accessible and responsive service for all residents.

1.5 Build, nurture and maintain relationships with social services, care agencies, the police and other appropriate agencies in order to ensure a joined-up approach to support.

1.6Assist with the assessment, interviewing and induction of potential customers.

1.7Ensure customers are given the appropriate level of information in relation to their new home and Loreburn’s Sheltered Service offer.

1.8Contribute to effective working relationships with key stakeholders in the community, statutory and voluntary sectors.

1.9Contribute to quality service delivery and compliance with relevant standards and regulatory bodies

2.0 Make an effective contribution to the delivery of a contractually compliant service

2.1Encourage and support customers to engage with community opportunities and activities that enhance their quality of life.

2.2Keep appropriate records and files ensuring confidentiality and data protection guidance is adhered to.

  • Develop mechanisms to ensure customers are actively engaged and involved and that customer feedback and insight is maximised to help shape service delivery and new initiatives.
  • Take a proactive and key role in projects, including effective planning and monitoring of projects, managing risk, issues and benefits and contingency planning; in line with the annual planning process.
  • To take responsibility for own wellbeing and safeguarding in the duties to be carried out for this post.
  • To provide the highest quality services incorporating best standards and practice, promoting Loreburn to its tenants, clients and customers.
  • Comply with policies, procedures, codes of practice and initiatives relating to Equality and Diversity, Customer Service, Risk Management, Health and Safety, Data protection and Information Technology, Financial Regulations, Standing Orders and the Code of Conduct and Probity Policy.
  • To complete any other duties required by management, commensurate with abilities and nature of the post.

This is how we do things here

Value / Expected behaviours
Go Getter / 1. High expectations of self and team
2. Works hard to achieve goals
3. Celebrates achievements with team
4. Goes the distance without giving in
5. Learns from feedback and mistakes
Respect / 1. Values colleagues
2. Considerate, honest and tactful
3. Good listener and communicator
4. Strong integrity and sense of what’s right
5. Willing to speak out
Entrepreneurial / 1. Determined strives to achieve.
2. Focussed on getting the job done
3. Highly adaptable and embraces change
4. Looks for opportunities
5. Isn’t afraid of a challenge
Accountable / 1. Delivers
2. Takes personal ownership of a task
3. Acknowledges when things haven’t gone well
4. Proud to work for Loreburn
5. Strives to achieve targets
6. Works in a way that ensures value for money
Together / 1. Strong team player
2. Effective cross team worker
3. Shares information, knowledge and skills
4. Makes a positive contribution to a collaborative, positive, work environment
5. Is tenant focussed and uses tenant feedback to shape services

This section summarises the skills, knowledge and experience required for this role.

Skills, knowledge and experience / Essential / Desirable
  • Experience of working in supported or social housing
/
  • Experience of working in the care / community care sector.
/
  • Proven track record of working successfully with older people
/
  • A good understanding of the needs and rights of older people
/
  • Proven organisational skills and the ability to manage own work-load and time effectively
/
  • Good administrative skills and the ability to produce accurate and relevant work both written and computer based.
/
  • Good understanding of professional relationships and boundaries
/
  • Be able to maintain confidentiality and appropriate professional boundaries
/
  • An understanding of vulnerability issues (especially with older people) and an awareness of how to respond to them appropriately and quickly, liaising with external agencies where necessary.
/
  • Excellent, negotiation, influencing and communication skills (verbal & written)
/
  • Excellent, organisation/time management skills and the ability to work calmly and professionally under pressure / during periods of multiple demands
/
Qualifications and Education
  • SVQ Social Care Qualification (or willingness to work towards)
/
  • The preferred candidate will be required to join the PVG Scheme or undergo a PVG Scheme update check
/
SPECIFIC REQUIREMENTS FOR THE JOB
A flexible approach to working hours and location is essential owing to the occasional need to attend evening or weekend meetings/ events/ work.

Role Profile

Reporting to: Supported Housing Team Leader (Young People)

Salary band:D

Scope of work:To assist and empower customers, carry out day to day property management and maintain up to date records. There is no line management or budgetary responsibility with the post.

Purpose of job

  • To deliver personalised, outcome focused services to customers with a range of support needs ensuring they are appropriate to their specific requirements.
  • To build effective relationships with key stakeholders, support wider initiatives to our service and drive service improvements.
  • To work collaboratively with external agencies to ensure customers are offered an exceptional customer experience.
  • Deliver the day to day property management function.

1.0Customer satisfaction

1.1To involve and engage customers in the development and delivery of an excellent service offer.

1.2To contribute to a team that functions as a cohesive high performing team that consistently achieves targets and meets customer expectation.

1.3To make an effective contribution to Loreburn Support Housing Service customer service developing effective relationships with customers and key stakeholders

2.0Personalised Support Planning

2.1To make a positive contribution to help shape Loreburn’s approach to Young People’s support planning to ensure it is flexible, person centred and focussed on meeting individual need and aspiration.

2.2Contribute to the delivery of personalised support across the Young People’s Service and work with colleagues and customers to develop a range of approaches that offer choice and control to the individual.

2.3Help to future-proof Loreburn’s Young People’s Supported Housing service delivery including supporting the move to digitalisation where possible, involving the customer in design and development.

2.4Help with the introduction of digital / electronic options for support planning to enable customer’s access to support plans via smart phones and tablets.

2.5Shape and contribute to a Young People’s Service life skills programme that reflects the challenges faced by customers.

3.0Housing Management

3.1Contribute to the delivery of customer focused housing management services providing accessible and responsive customer facing services for all residents.

3.2Deliver housing services together with tenancy support in accordance with legal requirements, best practice, designed in consultation with customers and other stakeholders.

3.3Working alongside Loreburn’s Asset Management Team ensure repairs, planned maintenance, cyclical works and gas services are all seamlessly delivered.

3.4Build, nurture and maintain relationships with Local Authorities, social services, care agencies, the police and other appropriate agencies in order to ensure a joined-up approach to support / tenancy issues.

3.5Work collaboratively with the Income Services Team to ensure a rent payment recommending bursaries if necessary.

3.8Ensure customers are given the appropriate level of information in relation to their new home and advised of their tenancy obligations and the range of services provided by Loreburn HA.

4.0Stakeholder engagement

4.1Contribute to effective working relationships with key stakeholders in the community, statutory and voluntary sectors.

4.2Work with relevant agencies, stakeholder, third sector agencies, community associations and colleagues to shape / co-deliver services that enhance the Young People’s Service offer.

5.0Quality Assurance

5.1Contribute to quality service delivery and compliance with relevant standards and regulatory bodies helping to complete returns where necessary.

5.2Make an effective contribution to the delivery of a contractually compliant service including targets, KPI’sand financial controls.

6.0Technology

6.1To support the development of alternative Supported Housing customer access channels, including Facebook, website and self-service web portal.

7.0Grant Funding

7.1Assist with the identification and sourcing of additional external funding streams that enhance the supported housing income streams.

7.2Working as a team source and secure grant funding to fund service enhancements and community activities especially those that promote learning, wellbeing, health and independence.

7.3Working as a team develop relationships with partner agencies and grant funders to enhance opportunities through the leverage of external funding.

7.4 Develop and maintain effective partnerships with local service providers and take an active role in relevant forums and local network groups especially those linked to funding opportunities.

8.0Working with clients

8.1To assist with the assessment, interviewing and induction of potential customers.

8.2To act as a keyworker, regularly review customer progress, set and monitor goals / targets and help them prepare for independent living.

8.3To support customers to become involved in the development and review of their personalised support plans, outcome focussed results and KPI’s.

8.4. To encourage customers to engage with opportunities to be consulted and involved in matters relating to the management of their property and community activities.

8.6To update files and records on a continuous basis ensuring confidentiality and data protection guidance is adhered to.

  • To act as a role model for Loreburn HA encouraging all employees to deliver a high-quality service, right first time visibly demonstrating our GREAT values.
  • Develop mechanisms to ensure customers are actively engaged and involved and that customer feedback and insight is maximised to help shape service delivery and new initiatives.
  • To take responsibility for own personal development and update knowledge and skills, with support from Loreburn, to perform the role at an effective level. To undertake such learning and development as is deemed necessary to improve personal performance and knowledge.
  • Research and benchmark practices and performance within and external to the sector to ensure Loreburn can demonstrate innovation and service excellence.
  • Develop and contribute to strategies, new initiatives, policies and procedures to meet the aims of the organisation.
  • Take a proactive and key role in projects, including effective planning and monitoring of projects, managing risk, issues and benefits and contingency planning; in line with the annual planning process.
  • To take responsibility for own wellbeing and safeguarding in the duties to be carried out for this post.
  • To provide the highest quality services incorporating best standards and practice, promoting Loreburn to its tenants, clients and customers.
  • To respect the diverse backgrounds and needs of our customers and sensitively and when necessary adapt our approach accordingly.
  • To ensure that maximum use is made of information technology systems and associated equipment in the provision of efficient and effective services.
  • Comply with policies, procedures, codes of practice and initiatives relating to Equality and Diversity, Customer Service, Risk Management, Health and Safety, Data protection and Information Technology, Financial Regulations, Standing Orders and the Code of Conduct and Probity Policy.
  • Implement and monitor audit recommendations/action plans in accordance with agreed timescales.
  • Work with colleagues in the management team to identify areas for quality assurance checks and service reviews
  • To complete any other duties required by management, commensurate with abilities and nature of the post.

This is how we do things here

Value / Expected behaviours
Go Getter / 1. High expectations of self and team
2. Works hard to achieve goals
3. Celebrates achievements with team
4. Goes the distance without giving in
5. Learns from feedback and mistakes
Respect / 1. Values colleagues
2. Considerate, honest and tactful
3. Good listener and communicator
4. Strong integrity and sense of what’s right
5. Willing to speak out
Entrepreneurial / 1. Determined strives to achieve.
2. Focussed on getting the job done
3. Highly adaptable and embraces change
4. Looks for opportunities
5. Isn’t afraid of a challenge
Accountable / 1. Delivers
2. Takes personal ownership of a task
3. Acknowledges when things haven’t gone well
4. Proud to work for Loreburn
5. Strives to achieve targets
6. Works in a way that ensures value for money
Together / 1. Strong team player
2. Effective cross team worker
3. Shares information, knowledge and skills
4. Makes a positive contribution to a collaborative, positive, work environment
5. Is tenant focussed and uses tenant feedback to shape services