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Housing and Support Assistant Job Description

Responsible to: Housing and Support Manager OR Housing and Support Coordinator

Responsible for: No direct reports

Hours of Work: 40 hours on a shift rota including weekends - plus 1 hour paid lunch break per day

Work Location: YMCA St Paul's Group, Slough YP, although may be required to work at any YMCA location

Organisation Context

YMCA St Paul’s Group (SPG) is the largest YMCA in Europe and a leading provider of supported housing in London and beyond, providing a safe place to stay to about 1,200 young and vulnerable people each night.

• We provide housing and support to those in need of a place to call home and support them with services that empower them to build a positive future.
• We support children, young people, and families to be safe, healthy, connected, and confident.
• We bring people together by encouraging them to be healthy, physically, and mentally.
• We help nurture an environment where people of all faiths and none can understand and express the love of God.
• We empower our residents, staff and users by providing them with excellent service and welcoming properties where they can thrive.
• We enable the Charity to respond to the future with an equipped and empowered workforce that is flexible and agile.
• The vision of YMCA St Paul’s group is to empower young people by providing the resources and support so they can thrive.  We wish to create inclusive, active and healthy communities where everyone can flourish.

Our approach is informed by our Christian faith and we work with fellow community collaborators to see this vision realised. Our core values underpin the way that we deliver our work, and our aim is to create an inclusive culture where our staff, residents and customers feel a sense of belonging and can be their authentic selves.

Job Purpose

• Assisting the Housing and Support team to deliver high-quality housing and support to our residents – this role will quite often be the first point of contact for our residents and visitors – responding to a range of queries, providing information and holistic advice.
• The post holder will deliver a consistent high-quality customer service, providing an excellent service experience for everyone they come into contact with –especially our residents and their support network
• This critical role is incredibly varied. Amongst the usual reception type duties such as providing a telephone switchboard service for the site, sorting post, logging repairs and processing payments, this role also plays a key part in keeping the building safe.
• The job holder will be a designated first aider as well as fire marshal and responsible for evacuating the building during emergencies.
• They will also be carrying out regular patrols, including Wellbeing and Facilities checks of key areas throughout their shift.
• Depending on the site the job holder may also be welcoming new residents, deal with complaints and reports of anti-social behaviour or just provide a listening ear to residents, and members of the public, reporting concerns or issues as appropriate.

Duties and Responsibilities

Housing Management

• Assist with the intake of residents, and when requested – ensure that paperwork and ensuring that the licence agreement and all relevant policies and procedures are signed fully and clearly explained – providing these to a Housing and Support Officer or Coordinator for approval
• Carry out the administrative tasks required when new residents arrive and vacate the service (including allocation and collection of room keys).
• Provide information on rent, and process rental payments
• Assist the Housing and Support team to maximise housing occupancy and minimising voids when requested, including supporting the completion of void inspections, and coordinating void repairs.
• Record any maintenance issues as they are being reported
• Ensure that Health and Safety standards are maintained
• Report all infringements relating to Health and Safety or Fire Regulations immediately or as soon as it is practicable
• Be an appointed Fire Marshal and manage any emergency evacuations of the building and call for assistance from the emergency services where needed.
• Where in place, monitor CCTV cameras throughout the shift – reporting issues or concerns to a Housing and Support Officer or Coordinator, as necessary – or address directly if appropriate
• Accurately record all incidents witnessed and/ or responded to during the shift and prepare reports as required
• Hold a current first aid qualification and act as appointed person whilst on shift
• Accurately record all accidents and ensure that first aid is administered if required
• Signpost residents to relevant members of staff as needed
• Work with the residents to keep the premises safe and anti-social behaviour is kept to a minimum
• Respond appropriately to incidents of anti-social behaviour, applying current policies, procedures, and legislation as requested by a Housing and Support Officer, Coordinator or Manager

Support

• Contribute to the provision of a Psychologically Informed Environment (PIE) that provides high quality accommodation and housing support which respects individuals’ lifestyle, experience and culture and is responsive to individuals’ needs.
• Be aware of resident’s Outcome Stars assessments and their person-centred actions
• Carry out Facilities Checks and Wellbeing Checks as required in accordance with policy and procedures
• Ensure work is delivered collaboratively with all other departments – in particular– the Property and Facilities team, and other community operations teams (Health and Wellbeing, and Children, Youth and Families)
• Ensure that Safeguarding procedures are followed, taking action to report concerns proactively in accordance with our Safeguarding Policy and Procedures
• Assist with the promotion of the Progression team to ensure residents maximise their engagement with Education, Training, Employment and Volunteering (ETEV) and Engagement and Empowerment activities

General – All Staff

• Attend all relevant training and development programmes.
• Attend all relevant cross departmental, and Corporate meetings as and when required.
• Undertake all duties with regard to the Association’s Equal Opportunities and Diversity Policy and other policies and procedures adopted by the Association.
• To be aware of and comply with safe working practices as laid down under the Health and Safety at Work Act and to attend training as required.
• Respect the Christian ethos of the YMCA and uphold its values.
• Undertake any other duties as requested by line manager.
• Ensure that Digitally and Financially Inclusive approaches are taken with the provision of housing management and support

Scope and Limits of Authority

This role has no delegated authority.

Housing and Support Officer

Person Specification/Key Competences

KNOWLEDGE (desirable)

Graduate standard of education

Housing Diploma or Qualification

Good working knowledge of equality and diversity

EXPERIENCE (desirable)

Face to face work with people who need support e.g. supported housing, advice, housing or social work

Working with a range of vulnerable people at different levels

One to one support to vulnerable clients in a supported housing setting

Resettlement and move-on experience into registered housing and private rented sector

APTITUDES AND SKILLS (desirable)

To develop and maintain good working relationships and to encourage client participation

Working knowledge of Inform Data Management System

To assess needs in relation to housing and identify key areas for support

Working knowledge of Pyramid Rental Income System

Excellent communication and interpersonal skills

Ability to advocate, negotiate and mediate on behalf of clients

Ability to confront difficult situations and reconcile different viewpoints

Ability to develop support strategies and projects to benefit clients

Good organisational skills combined with good IT skills

PERSONAL

Ability to work both as a member of a team and on own initiative

A full UK driving licence

An understanding and sympathy with the YMCA vision and mission

A commitment to providing young people with high quality support

Able to work a shift pattern including evenings and weekends

Supported Housing Officer

Terms and Conditions of Employment

Salary

£ 16,669.50

Hours of Work

40 hours on a shift rota including weekends

Annual Leave

Commencing at 25 days per annum plus public holidays (for five day per week workers; otherwise pro-rata).

Conditions of Appointment

Subject to satisfactory references, medical clearance, Disclosure & Barring Service check and verification of ability to work in the United Kingdom. Also required to wear staff badge, and where appropriate, supplied uniform.

Probation Period

Six months.

Continuity of Service

For those already employed within the YMCA Federation, continuity of service will be recognised for pension and annual leave entitlement, but not statutory rights.

Notice Period

One week during the probation period and then a minimum of one calendar month.

Pension

Subject to certain criteria set by Government, you will be auto-enrolled into our chosen workplace pension scheme. The default position on Auto-Enrolment will be for your contributions to be made on a Salary Exchange basis, but you will have the option to opt-out of this arrangement. In respect of these Salary Exchange arrangements, you agree that your gross pay will be reduced by an amount equal to your Salary Exchange contributions.

Other Benefits

Free use of the health and fitness facilities; a staff discount in restaurants.

All roles will be required to work a 7 day rolling rota between the hours of 8am – 8pm including weekends. You must be able to work these hours. If you are interested in joining this exciting project - please contact us for a full application pack.

Job Type: Permanent

Salary: £16,669.50 per year

Benefits:

• Company events
• Cycle to work scheme
• Discounted or free food
• Free parking
• Gym membership
• Life insurance
• On-site parking
• Sick pay
• Store discount
• Wellness programme

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Slough: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person