To provide effective and flexible housing management support to sheltered and/or vulnerable customers across different Sheltered Schemes within the North West, including but not limited to building management, tenancy management, signposting to specialised agencies, social interaction and the general health & wellbeing of our customers.
To enable customers to maintain independent living where possible by providing a supportive and responsive housing management service, encouraging customers to obtain specialised external support when needed.

Monitor and review needs of customers by maintaining daily contact.

Establish and maintain effective partnerships with appropriate support services across West Salford and other areas if required.

Complete daily, scheme specific checks and risk assessments as required, including
Health and Safety checks, Security Patrol, Fire Alarms, Legionella Checks, Daily
System checks.


Support customers in arranging and attending relevant Welfare Benefit, health appointments, engaging with external agencies to ensure wellbeing concerns are addressed in a timely manner, including liaising with hospitals, GPs, Social and
Support workers as required.

Effectively manage the tenancy process at schemes by: o Carrying out an initial assessment of applicants to establish suitability for sheltered accommodation, accompany prospective customers on visits to the property, carry out sign ups when appropriate and complete relevant paperwork. o Carrying out pre and post void inspections. o Identify and accurately support and manage the progress of repairs to completion. o Advise and refer any ASB cases to the appropriate officers to action. o Give advice and appropriate effective sign post to Housing Benefit or other
Welfare Benefits Agencies and/or other local services. o Create and maintain accurate computer based customers records

Maintain close liaison with line management concerning general management, maintenance and security of the schemes.

Manage facilities at schemes by ensuring stocks are replenished, room bookings e.g. guest rooms and meeting rooms for internal or external purposes, managing purchase orders and petty cash process effectively.

Encourage and empower customers to organise their own activities and seek relevant funding if needed.
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Ensure regular testing of customers' emergency call system and fire alarms.
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Carry out all relevant administrative tasks and ensure that customers support plans and risk assessments are in place and followed.

Carry out and regularly review all housing related support plans for customers at the schemes.

Undertake all general administrative duties associated with the above and recording data accurately on housing management systems such as Covalent,
QLx, Documotive P2P, Condeco.
 Manage out of hour’s process and follow up actions as required.

Undertake all reasonable instructions as directed by line manager.

Please note some light cleaning duties may be required.


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 Group each 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 exp ects employees to work within the Company’s Equal Opportunities
Policy, Customer Service and Performance Policies ensuring 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 Group and 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 Disability Discrimination Act 1996, 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.
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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:……………………

Assessment Key: I = Interview T = Test/Assessment AF = Application Form
QC = Qualification Certificate
Area
Qualifications or
Training
Requirement
(All criteria are Essential unless defined as Desirable.)

Good standard of general education at GCSE level or equivalent at grade A
– C in
Maths and English

Demonstrate strong numerical and literacy skills.
Assessed by:
AF/QC
AF/I
NVQ level 2 qualification in social care or similar (Desirable) AF/QC
Experience and knowledge

Extensive experience of the use of Microsoft office software in particular Outlook, AF/I
Word, Excel and Access.

Experience of working with and supporting the elderly and/or the vulnerable.

Sound understanding and experience of supporting people with dementia in all it’s
AF/I
AF/I forms.

Proven working knowledge of tenancy management.

Understanding of the current welfare benefit system.
AF/I
AF/I
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Area
Skills and abilities
Personal Qualities
Requirement
(All criteria are Essential unless defined as Desirable.)

A working knowledge of health and safety regulations.

Understanding of safeguarding responsibilities.

Knowledge of tenancy enforcement legislation and experience of dealing with ASB
Assessed by:
AF/I
AF/I
A cases (Desirable)

Proven experience of operating a housing computerised data bases such as QL,
AF/I
Arch house or similar (Desirable)

Understanding of what used to be the Supporting People framework (Desirable)
AF/I

High standard of both verbal and written communication skills

Able to work to demanding deadlines and manage resources through peaks and
AF/I
AF/I troughs.

Able to make sound judgements analysing multiple information sources

An ability to prioritise tasks and situations.

Experience of dealing with bereavement and loss (Desirable)
AF/I
AF/I
AF/I
Ability to develop services for customers and the wider community (Desirable)

A strong commitment to high quality, inclusive customer service. AF/I
AF/I

Area Requirement
(All criteria are Essential unless defined as Desirable.)

Committed to working as part of a team.
 Understanding of vulnerable people’s emotional and practical needs.

Understanding and adherence to professional boundaries.
Assessed by:
AF/I
AF/I
Ability to control your emotions in challenging situations.

Be able to drive and have access to a car for purposes during work hours.

The person would be lone working with vulnerable people and will be required to
AF/I
DBS undergo satisfactory DBS check before appointment is confirmed.
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