Tenancy Sustainment Support Officer - Restart Project

Action is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees, volunteers and agency workers to share this commitment

There are currently 2 full time positions and 1 part time position (24 hours per week) available for this role

Job Purpose

The role of the Tenancy Sustainment Support Officer (TSSO) is to manage a client caseload, providing support that delivers positive outcomes for both the client and the organisation. They are responsible for delivering the organisation’s obligations to the client and ensuring that the client is assisted to access all opportunities afforded to them.

The TSSO will provide front line delivery of a high standard of client support, which is proactive and effective in its implementation to achieve positive outcomes for the client and the organisation. TSSO’s are responsible for all client activities relating to support and engagement, from when a client enters the service to when they leave. They will work with the client in a positive, energising and engaging manner, promoting positive engagement that will motivate clients to maximise full potential and minimise negative outcomes.

Tenancy Sustainment Support Officers are responsible for the accurate and timely completion of client records / documentation. They must positively promote and engage in the delivery of support models employed by the organisation and work collaboratively with colleagues to ensure that the organisation offers the best possible service to clients, in the most appropriate way. They must also work in collaboration with partner organisation’s to ensure a holistic and client centred approach to support is provided.

The TSSO is responsible for the delivery of frontline services and as such must work in an appropriate manner to uphold and promote the organisation’s reputation in the external environment at all times. Action are committed to multiagency working and the TSSO will build and maintain strong working relationships with internal and external stakeholders as well as partners and commissioners.

This service operates between 8am and 5pm Monday to Friday. You may be asked to work beyond these hours in accordance with the needs of the business to ensure contractual obligations

Key Duties

1. To participate in the delivery of client engagement activities. This may be informing clients of relevant activities and facilitating their attendance, or leading or supporting the delivery of a group work session

2. To provide accurate, concise and clear documentation that is easily understood by clients and to complete the required fields and case notes on the case management system

3. Managing and updating Client Support Modules

4. As well as being a good listener and communicator, they will be sensitive to the diverse needs of the client and have a clear understanding of professional boundaries. Support may include accessing community-based services, maximising benefits/income, dealing with accommodation issues and addressing issues relating to health and wellbeing

5. The post holder will have, and develop relevant, current knowledge about services, resources and opportunities that will likely benefit their clients and assist them in social or community engagement and timely, positive move-on. Clients who are exiting the service will be supported through the transition to ensure that the process is managed effectively. For accommodation move-on there will be a willingness to assist with transporting client’s belongings where this is practical and appropriate.

6. To assess referrals and manage waiting lists

7. Completing weekly data returns as required

8. The post holder will find practical and creative ways of delivering support in accordance with the ambitions of the client engagement programmes and contractual obligations, aligning positive activities and long-term benefits with the traditional methods of 1-2-1 support. They will work closely with other Action staff as appropriate. Tenancy Sustainment Support Officer will demonstrate initiative and work to manage daily client support issues at an appropriate level

9. Take responsibility for ensuring that assessments of clients, support planning, reviews and exits of their own clients are carried out in a timely fashion, and all paperwork completed accurately and fully, being stored correctly. Initiative is expected to be employed in all elements of client support, and to be carried out in accordance with company procedures. Housing move-on is the main key outcome for this service and client support workers should have housing management experience

10. Work in partnership with Tenancy & Property Services or the relevant landlord to minimise empty bed spaces (if applicable), maximise rental income and support tenancy management and eviction procedures. The TSSO and will help with the prevention of property damage and cost incurred by identifying and reporting necessary tenancy issues, thus contributing towards achieving the financial organisational targets and an awareness of tenancy responsibilities.

11. To challenge negativity, inactivity and flawed thinking in a constructive manner

12. To report safeguarding and significant risk issues to the Service Manager / Lead Tenancy Sustainment Support Officer

Benefits

· Mileage and Expenses

· Casual Dress

· Free Parking

· Complimentary Tea and Coffee

· Westfield Employee Assistance

· Paid breaks

· Access to blue light card

· Charity Worker Discount

· Access to the company shop

· 180 Hours (25 days) days annual leave (+ 21.6 hours (3 days) allocated by the business between Christmas and the new year) + BH (Pro rated)

· 3 x Life Assurance