Job Outline
Post Title: / Emergency Housing Officer
Department: / Supported Housing
Reports to: / Supported Housing Team Leader
Grade: / Scale 5b
Car User Status: / Casual – Business mileage will be paid at 45 pence per mile
Key purpose(s) of this job:
To supervisethe Emergency Housing Units and provide appropriate support to customersliving within the accommodation.
Main Responsibilities:
  • Assist in achieving the Blackpool Coastal Housing objective of providing a quality Emergency Housing service.
  • Carryout weekend and bank holiday duties as directed by the Emergency Housing rota.
  • Carryout a thorough risk assessment of all potential customers referred by Housing Options, Social Services and BCH Housing Services.
  • Ensure that customers are allocated the most appropriate accommodation for their needs taking into account any physical requirements, social circumstances and risk factors whilst considering the profile of current residents.
  • Ensure that void rooms are ready for occupation as soon as possible and within a maximum of 48 hours.Liaise with the Repairs service and contractors and carry out all necessary Health and Safety checks to ensure maximum utilisation of the accommodation.
  • Ensure unit inventories are completed for each room and that Orchardis accurately updated to ensure the correct rent and service charges are applied.
  • Admit and induct new customers into the accommodation ensuring all necessary paperwork including the appropriate licence agreements, administrative processes and health and safety requirements are completed.
  • Ensure new customers receive all necessary information and their immediate needs are met in terms of their physical and mental health and general wellbeing.
  • Draw up, monitor and review comprehensive needs, risk assessments and support plans for all clients tailored to their individual needs and circumstances within the required timescale.
  • Assist customers in maximising their income by reviewing benefit entitlement, supporting in the application for benefits, assist in the completion of application forms, assist with budgeting and applying for external funding as and when required.
  • Liaise with Housing Benefit and DWP in resolving customers benefit queries.
  • Ensure an up to date knowledge of the benefits system and liaise with the Lettings Team and Rents Team ensuring that appropriate advice is given to customers with current rent arrears and arranging payments plans as appropriate to enable a move to settled accommodation.
  • Advise customers on their housing options, supporting them to apply for move on accommodation within the private and public sector, assisting with bidding for appropriate properties via MyHomeChoice and supplying references as requested.
  • Ensure that referrals and/or relevant signposting takes place where specialist knowledge is required eg. Debt Advice, Mental Health Services, Social Services, CABto support customers and improve their chance of successfully sustaining their future accommodation.
  • Ensure that customers move on to permanent accommodation with the appropriate support in place including liaising with agencies to provide furniture packages as necessary.
  • Ensure the safety and security of the buildings, carrying out regular Health and Safety checks, room checks, assisting with fire risk assessments and ensuring all repairs are completed within timescales.
  • Ensure thatcustomers adhere to the terms of their licence agreement, dealing with breaches as per procedures,issuing warnings, resolving disputes between customers and/or neighboursusing mediation and negotiation and make recommendations to the Team Leader on decisions to serve Termination Notices.
  • Work in partnership with the Council’s Housing Options Team to ensure that customers are dealt with as per agreed procedures.
  • Undertake arrears recovery actions with customers including issuing arrears letters and warnings, drawing up any payment/monitoring agreements, liaising closely with the Housing Benefit Department and BCH Rent Service to maintain minimum levels of arrears.
  • Deal appropriately with all antisocial behaviour by customers or visitors in line with service procedures.
  • Monitor the work of all contractors on siteincluding security, cleaning, grounds maintenance and window cleaning, giving instruction as necessary and informing management of any issues.
  • Cash up and bank all money received from service charges, laundry facilities and payphones in line with service procedures.
  • Carry out weekly audits of all customer files including the client risk assessments to ensure all information is accurate and up to date.
  • Ensure that resources are used effectively and in a way that maintains the quality of services and that the administration functions comply with all relevant internal quality procedures.
  • Organise and facilitate the provision of activities for customers and their families and enable their participation including regular customer involvement and service improvement meetings.
  • Actively seek customer feedback to ensure customers perspectives contribute to the planning and improvement of service delivery.
  • Deal appropriately with any safeguarding issues, recording information accurately and comprehensively, making appropriate referrals and attending and contributing to multi agency meetings, CAF and safeguarding case conferencesincluding written reports as required.
  • Provide accurate information to Management as required to fulfil contractual requirements with Commissioning and to enable monitoring of performance indicators and service standards.
  • Ensure that up to date and comprehensive records are maintained for all customers in line with Commissioning and Data Protection requirementsincluding use of the supported housing management system Oska.
  • Assist in ensuring that the service procedures continue to accurately reflect current working practises and review these procedures annually in conjunction with the emergency housing team.
  • Build working relationships based on trust, respect, sharing, co-operation and mutual support to establish and maintain constructive open relationships with colleagues.
  • Develop and maintain multi-agency partnership working and links with all relevant agencies and services including police, crime wardens, drug and alcohol services, health services, floating support services, YOT etc with the aim of securing positive outcomes for customers and promoting tenancy sustainability.
  • Communicate clearly, effectively and concisely in a positive and helpful manner to all customers, answering any queries, solving problems confidentially and effectively keeping all individuals informed of progress.
  • Actively contribute to and participate in supervision and appraisal processes and team meetings.
  • Assist with the training of new staff.
  • Contribute to the monitoring and evaluation of the Emergency Housing Service Standards and Performance Indicators.
  • Contribute to the development and delivery of the Emergency Housing Team Plan.
  • The post holder must work within a framework of customer confidentiality.
  • The post holder will be a lone worker, working with the appropriate precautionary measures within Health and Safety procedures.
  • Protect and promote the rights and interests of customers and family members by treating all as individuals, promoting their views, supporting individuals in their right to control their own lives, make informed choices, maintain dignity and privacy and respecting diversity, different cultures and values.
Responsibilities of all employees:
The post holder may be expected to undertake other similar reasonable duties related to the scope and main purpose of the job. Any significant changes to these duties will result in changes to the job outline, which will be fully consulted and subject to a job evaluation.
It is the responsibility of the post holder to operate safely within the workplace with regard to health and safety procedures and safe working practices. To be responsible for your own health and safety and that of other people.
All employees are required to operate in accordance with all equalities policies, embracing through personal example, open commitment and clear action that diversity is positively valued, resulting in access for all by ensuring fair treatment in employment, service delivery and communications.
All employees must adhere to confidentiality and data protection procedures at all times. Where access is provided to sensitive information this must remain confidential, and may only be used, copied, stored or disclosed for authorised purposes.
The post holder is responsible for working at all times within the established policies and procedures for the organisation and their service area.
It is the responsibility of the post holder to undertake any relevant training as required for the job role.
All employees are responsible for understanding and adhering to professional boundaries. This includes establishing a professional approach in all dealings with customers.
All employees are responsible for reporting any safeguarding concerns where children or vulnerable adults may be in a position where they could become harmed.
Person Specification
Post Title: / Emergency Housing Officer
Department: / Supported Housing
Reports to: / Supported Housing Team Leader /
Scale:
/ 5b

Note: E denotes essential / D denotes desirable

Skills / E/D
Confident manner and ability to remain calm under pressure
Excellent communication skills – written and verbal
Excellent organisational and administrative skills
Excellent time management skills
Computer literate with Microsoft Office
High standards of customer care
Mediation, negotiation and influencing skills
Conflict resolution and de-escalation skills
Prioritise a heavy workload within a pressurised environment
Develop effective working relationships with customers, colleagues and partners/stakeholders / E
E
E
E
E
E
E
E
E
E
Knowledge / E/D
An understanding of customer rights and choices and how to provide appropriate support
An understanding of social welfare
Knowledge and understanding of safeguardingpolicy and practice
Knowledge and understanding of professional boundaries
Knowledge and understanding of health and safety requirements
Good understanding of data protection
Knowledge of homelessness issues
Understanding of professional confidentiality
Knowledge of mental health, substance and alcohol issues
Knowledge of community services including statutory, voluntary and charitable organisations / D
D
D
D
D
D
D
D
D
D
Experience / E/D
Experience of working withvulnerable customers with a range of social and housing needs
Experience of working with customers with mental health and/or substance/alcohol misuse issues
Experience of multiagency partnership working
Experience of working with chaotic/challenging client group within a pressurised environment
Experience of developing needs and risk assessments and support plans
Experience of dealing effectively with conflict from a challenging client group
Experience of working with tenants in a social housing environment
Experience of working in a customer focused environment / E
E
D
E
D
E
D
D
Qualifications / E/D
Minimum of 3 GCSEs or equivalent to include English and Maths at grade C or above
Professional Housing Qualification
Post secondary Qualification
Customer Care Qualification / E
D
D
D
Special Requirements & Environmental Factors / E/D
A full driving licence and access to a vehicle for work purposes / E
Flexibility in both work location and hours including weekend and bank holiday work as per a rota / E