Job Description

Bank Housing Support Worker (Days, Evenings and Nights)

Wateringbury and Tonbridge

Role Summary

The Housing Support Worker is responsible for the delivery of the Wellbeing Service (24-hour emergency response service) during their contracted hours and the evening events and activities programme. The post holders principal responsibilities are as follows;

To respond to emergency calls from tenants and leaseholders, responding in accordance with agreed procedures.

To contribute to the delivery of a programme of appropriate activities for tenants and leaseholders during the evening as agreed by the Housing Officer.

To support individual tenants and leaseholders to sustain their tenancies/leases with TCH.

To ensure the scheme is safe.

To complete administrative tasks as directed by the Housing Officer.

The post holder will ensure they understand and consistently implement. the Policies and Procedures making any recommendations for changes.

Salary:

£12 per hour

Hours of Work:

Day, Evening and Night shifts available

Contract:

Bank/Casual

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Role Specific Responsibilities

Respond to all emergency calls made by tenants and leaseholders using the emergency call system, responding in accordance with agreed procedures.

Work sensitively with tenants to ensure the call system is used for emergency issues only and support tenants to access other services they may require enabling them to sustain their tenancies.

Priority MUST be always given to emergency calls and all emergency calls must recorded.

Help publicise, facilitate, and take part in a range of social events and activities to be agreed in advance with the Housing Officer and take place each evening.

Encourage tenants, leaseholder, friends and relatives and volunteers to organise and take part in events.

Follow the Risk Assessments and Health and Safety policies and procedures when planning and running events.

Where payment is required for activities the post holder will follow the cash handling procedures.

Provide Intensive Housing Management services (on request and as directed by the Housing Officer) over and above what would usually be provided by a housing association to a tenant living in general needs housing, Tenancy Sustainment Policy refers.

Ensure that appropriate records are maintained relating to services provided.

Make daily routine visual checks of all the communal areas ensuring the scheme is secure and hazard free.

Carry out other administrative tasks as directed by the Housing Officer.

No job description can cover every issue that arises within the post, and the post holder may be required to carry out other duties as deemed necessary, commensurate with the principal function of the post and the capability of the post holder.

General

To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.

Recognise, respect and promote the different roles and diversity of the individuals within the business.

To actively contribute towards key performance indicators and professional standards.

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

Attend and participate in training and other meetings and staff events as required.

Be an effective member of your team, presenting a positive impression of your section and the business.

This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

This role may require the individual to travel to various sites across our housing stock and it is expected that an individual in this role has a full driving licence and access to a car with relevant business insurance.

About You

Education & Qualifications

Demonstrate evidence of competence to undertake the post.

Housing management (or similar) experience in the voluntary, public or private sectors.

Willing to undertake training.

Efficient and effective administrative skills.

To demonstrate honesty, trustworthiness, reliability and respectfulness.

Enhanced Disclosure from the Disclosure and Barring Service.

Ability to manage and work within a small budget.

Application of H&S practices.

Health and Safety risk assessment.

Use of IT to facilitate and support improvements to services, good communications and useful Management Information.

Key Skills & Competencies

Ability to lead and motivate.

Manage conflict.

Demonstrate awareness of different values, cultures and needs amongst tenants, staff and communities.

Recognise and work to meet where possible the diverse and unique needs of each tenant.

Strong commitment to non-discriminatory housing services.

Ability to have ideas accepted even in the face of initial opposition.

Negotiate effectively.

Good communication skills - both written and verbal.

Ability to communicate effectively at all levels within and external using appropriate styles with different groups, e.g. staff, tenants, relatives.

Commitment to providing excellence in Housing Services.

Think ahead and plan.

Demonstrate a positive attitude towards change.

Take on further responsibilities.

Undertake relevant training and development.

Self-motivated and keen to learn. Willing to seek guidance when needed and follow instructions.

Ability to prioritise.

Problem solving abilities.

Meet deadlines and advise of any problems early.

Ability to function effectively under pressure and in a crisis.

Some flexible approach to working hours may be required.

Ability to represent the organisation and lead and participate in a wide range of social activities.

Behaviours

Be aware of support needed by others and identify and address any issues at an early stage where possible.

Consider how actions could support others.

Be prepared to give encouragement and offer assistance or advice when needed.

Strong sense of customer focus.

Explain things logically.

Keep to the point.

Style that is warm, caring and friendly.

Express ideas confidently where required.

Caring and compassionate towards people in need of care and support.

Tailor style and service to meeting individual s needs.

Build rapport with customers, colleagues and staff.

Demonstrate a pleasant, professional manner.

Knowledge of how to recognise abuse and safeguarding and implement procedures where relevant.

Ask questions to gather necessary information.

Weigh the advantages and disadvantages of a course of action before reaching a decision.

In the absence of all relevant information defer deciding until all the necessary extra data is gathered, referring to others when necessary.