Job Profile

Job title:Extra Care SchemeCoordinator

Reporting to:Extra Care Services Manager

Accountable for:Extra Care Scheme Assistant

Salary Band:Band F (Subject to JE)

Hours:36 per week in accordance with the Flexible Working Hours Scheme and Agile Culture. The incumbent is expected to carry out evening, weekend and bank holiday work in accordance with a rota, based on the exigencies of the service.

Purpose:

To develop and deliver services from Ambelcote Gardens Extra Care or any other Extra

Scheme owned by or managed City West Housing Trust, in accordance with City West

Housing Trust vision and corporate plans. To deliver a fully comprehensive extra care and

supported tenancy service ensuring vulnerable customers are able to sustain their tenancy

as independently as they are able.To support and promote customer and community

engagement ensuring cohesion and full access to those that require the service or facilities

within the scheme.To promote access to health and well being services and effectively

support customers who may be at risk of isolation and loneliness within the scheme. To

promote customers independence and emerging support needs whilst ensuring that the

welfare of each customer is paramount at all times.To provide support via timely signposting

and to take full responsibility for making and progressing relevant referrals ensuring

customers and / or relevant contacts are updated at all times.To be responsible for the

management and safety of Ambelcote Gardens or other Extra Care scheme ensuring the

comfort and health and safety of customers/visitors is paramount at all times. To be

responsible for the report and/or resolution of any accidents or near misses as necessary in

line with City West guidelines.To provide support in dealing with City West housing related

support or rent arrears and/or anti-social behaviour issues as directed. To deliver a

customer focused, effective service ensuring the well being of customers at all times.To

identify and develop effective working partnership with local agencies and community Groups

including the voluntary sector ensuring the delivery creative and innovative programme of

varied customer events to the scheme and wider community. To be mindful of finance and

budget constraints, demonstrating a pro-active and innovative mind-set to managing scheme

finances under the direction of the Independent Living Service Manager.To actively identify

efficiency savings, seek and secure external funding for the benefit of the Extra Care scheme

and City West customers as directed by the Independent Living Service Manager. To

monitor and compile relevant data on request and contribute to written reports as directed by

the Independent Living Service Manager

Key Responsibilities & Accountabilities
  • To provide a professional housing management service ensuring relevant support customers living and accessing the scheme in line with City West guidelines.
  • To provide overall management of the day to day running of the scheme including the maintenance of the building and its facilities.
  • To provide support to any additional services operating with the building working, closely with the commissioned care providers and other agencies as relevant.
  • To be the first point of contact for customers, families, support and care workers and contractors and other visitors ensuring information and/or guidance is shared as relevant.
  • Manage and offer support to all housing management aspects within the Extra Care scheme, such as but not limited to;
  • Tenancy and support plan sign ups, reporting and managing repairs, support charge/rent arrears, engagement in activities on and off the scheme, negotiation of revised support and care packages as relevant, attending safeguarding and relevant customer related support meetings, reporting and site based management of anti-social behaviour and property inspections.
  • Effectively manage all void properties to ensure minimum void times, liaising with the voids team and Salford City Council or other agencies to ensure properties are let in a timely manner.
  • To manage or provide keys to contractors or members of City West staff for the purpose of repairs and inspections of the building.
  • To ensure that all scheme keys and customer keys are kept safe and secure at all times.
  • Attendance at monthly allocations panel with partner agencies to ensure there is a demand for extra care properties, adequate and timely advertising to ensure that the scheme waiting list to managed in line with City West Standards.
  • To actively promote the extra care scheme and other scheme sites, show potential customers and partner agencies around the scheme and promote the services provided by City West.
  • To support and assist vulnerable customers in maintaining their tenancy, signposting via referrals to social workers, tenancy support, money advice with the aim to help minimise debt and maximise income, and other agencies as required.
  • Establish and maintain good working relationships with the commissioned care provider, social workers, health professional and other agencies to ensure customers receive excellent standards of care and support in a timely manner or as required.
  • To monitor the cleaning of the scheme and the grounds maintenance ensuring City Wests high standards are maintained at all times.
  • To monitor and work closely with the food provider ensuring that meals are provided in accordance with the agreed contract, actively promoting the use of the service as appropriate ensuring customers are able to access meals as directed within the tenancy agreement or support plan and exploring and managing cases where customers are not accessing the package in place as directed by the Independent Living Service Manager.
  • To maintain accurate and timely records in relation to customer information ensuring that date is stored correctly in line with City West protocol.
  • Maintain contact with the customer’s family and friends as directed in the customer support plan to encourage engagement with the extra care scheme and keeping them informed of events to help to discourage isolation.
  • To actively research good practice with the filed of extra are maintain City Wests goal to share knowledge and experience with colleagues to ensure effective and progressive service delivery.
  • Providing a wide and varied programme of events ensuring that there is one or more daily activities for customers to access occur within the scheme.
  • To actively promote the extra care scheme to ensure it is integrated within the community, identifying appropriate uses of the shared facilities for the benefit of the wider community and scheme customers.
  • Conduct health and safety inspections to the building, ensuring weekly test to the fire alarm, emergency lighting and building checks in accordance with Health and Safety regulations.
  • To complete personal emergency evacuation plans with all customers in accordance with City West policy ensuring all data is stored in line with City West guidelines.
  • Ensure that the building and immediate vicinity is safe and secure reporting any repairs in a timely manner to the City West call centre, ensuring that any work required is managed and completed to the required standard.
  • To hold weekly meetings with the manager for the commissioned care provider to ensure common visions and practices are shared for the benefit of the service and City West customer’s.
  • To work closely with the care/support services within the scheme to ensure adequate staff cover is available at all times.
  • To work with the Independent Living Services Manager to recruit and the select relevant posts to the scheme.
  • To regularly review the need for resources and equipment, supporting the control and monitoring the monthly budgetary spend as instructed by the Independent Living Services Manager.
  • To carry out housing related support assessments with potential customers in their home or place of choice within the local area in line with City West guidelines.
  • To identify and access training for on site housing or support staff ensuring that it’s kept relevant and up to date as instructed by the Independent Living Services Manager.
  • To lead and motivate colleagues to ensure that an excellent service is provided at all times in line with City West standards.
  • To assist in the development and implementation of all relevant policy and procedures in relation to extra care, City West housing related support and health and safety guidelines.
  • To monitor the contract with the hairdresser and other services using the communal areas as instructed by the Independent Living Services Manager.
  • Be aware of changing Government initiatives in relation to the care of older or vulnerable people and be able to implement relevant changes within the scheme for the benefit of our customers and wider community.

Leadership Responsibilities & Accountabilities
  • To embody City West Housing Trust as part of ForViva Group values in all aspects of work, leading by personal example.
  • To be committed to Group priorities contributing to their achievement by realising opportunities and working across service areas.
  • To be a visible and effective role model and leader so that staffs are inspired, empowered and motivated to achieve their full potential and deliver the Group’s priorities.
  • To ensure the provision of expert professional advice and direction to the Operational and Executive Management Teams, Development Committee and other staff as required.
  • To support an environment in which cross functional working and matrix management structures can flourish.
  • To support sustained excellence in performance across the Group
  • To support innovation across the Group.
  • To support a culture of passion, openness, trust and respect at all levels across the Group.
  • To act as an ambassador for the Group and to proactively foster excellent relations at all levels both internally and externally.
  • To provide a clear sense of direction and purpose in the leadership of direct reports in line with the Group’s vision and values.
  • To be accountable for the operational and financial performance of the development function.
  • To provide overall leadership challenge and support to the Group’s development programmes, including the delivery of agreed targets and efficiencies.
  • To ensure that the Group development programme operates within all regulatory guidance, statutory and legislative requirements.
  • To be responsible for the identification and management of key strategic risks across the Group.
  • The post holder will be responsible for ensuring compliance with the organisations policies and procedures for their areas of responsibility

General Responsibilities
  • This job description is current at the date shown, but in consultation with you, it is liable to variation by management to reflect or anticipate changes in or to the job. It is expected the post-holder will when required undertake other duties commensurate with the post and salary grading if required.
  • City West Housing Trust part of ForViva Group has defined standards of performance to meet external and internal customer requirements. All staff are expected as part of their day to day job role to meet and where possible exceed customer expectations of service and seek value for money in all aspects of their work
  • City West Housing Trust part of ForViva Groupeach year sets out its corporate and service plans that detail projects and initiatives to achieve its objectives. All employees will contribute to these plans by their particular skills and attitudes.
  • Employees are also encouraged to seek out new ways of improving services and working practices which can be implemented as part of our service operations.
  • Diversity, Respect and Equal Opportunities are key aspects of our Values. The company expects employees to work within the Company’s Equality & Diversity and People Management Policies ensure that these are complied with throughout all activities within the scope of this role to ensure the highest standards of customer care. All job holders need to work in a way that reflects the company’s Values.
  • Duties may involve having access to information of a confidential nature that may be covered by the Data Protection Act, be commercially sensitive or relate to client information. In such circumstances confidentiality must be maintained at all times in accordance with the company’s policies. If you are unclear at any time, refer the matter to your manager.
  • The Health, safety and welfare of anyone working with City West Housing Trust part of ForViva Groupand those we work with are of vital importance to the company. Our Board approved a Health and Safety Policy and Statement and the structure of regular meetings will ensure the right resources and training are provided, that people understand their responsibilities for services and each other, and that high standards of health and safety are delivered, monitored and regularly reviewed.
  • Undertake all reasonable personal development activity designed to support you in your role.

Under the Equality Act 2010, where the post holder is disabled, every reasonable effort will be made to supply necessary aids, adaptations or equipment to allow them to carry out all the duties of the job. If, however, a certain task proves to be unachievable, job redesign will be fully considered.

I acknowledge that I have a received a copy of this job description and accept that the responsibilities attached to the post are as indicated

Signature:…………………………………………………... Date:………………………

Print Name ………………………………………………..

Version date: v 300315

Person Specification: Assessment Key: I = Interview T = Test/Assessment AF = Application Form
QC = Qualification Certificate
Area / Requirement
(All criteria are Essential unless defined as Desirable.) / Assessed by:
Qualifications or Training /
  • Good level of education (e.g. to GCSE standard in Maths and English)
  • Recognised national qualification in health and social care (Desirable)
  • Current First Aid Training Certificate (Desirable)
  • DBS Check
/ AF
AF
AF/QC
QC
Experience and knowledge /
  • Experience of working within a housing related customer focussed environment.
  • Experience of operating a computerised data based system
  • Experience of current legislation related to tenancy management, anti-social behaviour, rents and supported tenancies.
  • Experience of the use of Microsoft office software in particular Outlook, Word, Excel and Access
  • Experience of building and sustaining effective partnership working.
  • Experience within a care or hospital environment(Desirable)
  • Experience of managing and/or developing customer focused housing related support plans(Desirable)
  • Experience of managing and/or developing customer focused housing related support risk assessments(Desirable)
  • Understanding of welfare reform, welfare benefits system and adult social care regulations(Desirable)
  • Experience of working with elderly and/or vulnerable customers (Desirable)
/ AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
Skills and abilities /
  • Effective report writing and communication skills
  • Effective telephone skills
  • Effective numerical skills
  • Evidence of accuracy and attention to detail
  • Ability to demonstrate problem solving skills
  • Able to use initiative and work alone
  • Ability to manage and guide a small team
  • Able to prioritise tasks and workload.
/ AF/I
AF/I
AF/I
AF/I
I
AF/I
AF/I
I
Personal Qualities /
  • Able to work as a collaborative, flexible team member, contributing to a wide range of corporate and service challenges
  • A strong commitment to high quality customer service
  • Adapts positively to change and changing priorities.
  • Demonstrates a high commitment to provide high quality support to vulnerable customers within a professional capacity.
  • Adopts a flexible approach to the requirements of the job to reflect the requirements of the service and the diversity of our customers
/ AF/I
AF/I
I
AF/I
I
Other /
  • Current valid driving licence and access to a vehicle for work purposes is essential
/ AF/QC

Version date: v 300315