Tenancy Sustainment Officer

Job description

Job responsibilities

To provide a comprehensive in-house support service to tenants who would otherwise be at risk of failing in their tenancies. Working within the income / financial inclusion team to help tenants to sustain their tenancies and to encourage and facilitate their independence. This will be achieved, for example, by providing practical financial advice, information and support on a wide range of issues including housing, welfare rights and personal finance and life skills.

Ensuring our tenants have an understanding of their rent liability, offering one-to-one case management in key areas such as debt, income maximisation, banking and welfare benefits.

The role will also support prospective tenants through pre-tenancy assessments to maximise success of tenancies that may be taken up, including the delivery of pre-tenancy training.

To take responsibility for, prioritise and manage a designated caseload of tenants requiring support in order to maximise tenancy sustainment. Providing advice and assistance in areas such as practical financial advice, money management information and support on a wide range of issues including housing, benefits, welfare rights, training & employment and life skills.

To respond to referrals from Tenancy and Income teams in relation to rent arrears. To maximise rental income and avoid possession proceedings through advice and assistance with budgeting, work/employment, benefits and debt. This will be realised through a variety of contact methods with tenants such as telephone work, office visits and home visits.

To identify and provide support to tenants affected by welfare reform and benefit changes. To support vulnerable tenants affected to consider their options and address any drop in income, for example by applying for relevant funding, grants, appealing decisions, exchanging tenancies or applying and bidding for housing.

Work with tenant(s) agreeing a plan of support, identifying key priorities and promoting self advocacy allowing them to manage and sustain their tenancies.

To work with tenants to identify any support needs that can be met by other agencies. Making referrals to specialist organisations e.g. debt management, charities or specialist advice services. To act as Housing Services main liaison point with external agencies, building and maintaining effective links and referral pathway.

Carry out pre-tenancy assessments of prospective tenants to identify support needs prior to tenancy sign up and to put in place any support, if needed, to maximise tenancy sustainment and tenant independence.

Assist in the delivery of tenancy training (pre tenancy or to existing tenants) including the organisation, preparation of materials and delivery of training.

To contribute to and where appropriate lead on the development of services via project teams and other methods as adopted from time to time. Examples may include Anti-Social Behaviour, Domestic Abuse or Community Investment activities.

To advise and assist in the identification of safeguarding issues according to council policy.

To maintain accurate and comprehensive records and ensure the councils policies of data protection, equality & diversity and confidentiality are applied.

Person Specification

Qualifications

Essential

• Knowledge
• Qualified to HNC with profession support and advice qualification (such as NVQ Level 3 in Advice and Guidance) or relevant experience.
• An advanced working knowledge of welfare benefits
• Advanced knowledge of personal finance i.e. budgeting, debt management
• A good working knowledge of the issues around rent arrears for tenants and landlords
• Knowledge of relevant legislation and how to access sources of funding and services for people who are struggling financially.
• A proven track record of multi-agency work
• Initiating contacts and making effective contribution to meetings
• Dealing with demanding and challenging people in difficult/sensitive situations.
• Understand data protection and confidentiality and the need for accurate and timely recording
• Understanding of current social housing policies and initiatives
• Skills
• Reasoning skills
• Accuracy and attention to detail
• Good team worker who can work collaboratively with others
• Communication skills, verbal and written
• Ability to provide a high standard of Customer Care
• Ability to work under pressure
• Demonstrates a desire to achieve results and work to high standards
• Time management and ability to prioritise workload
• Efficient and effective
• Negotiation and diplomacy skills
• Planning and organisational skills
• Innovative and enthusiastic
• Analytical and judgement skills
• Good computer literacy skills
• Advisory and co-ordination skills
• Good decision making skills
• Makes effective use of network and inter agency contacts
• Fluent in English

Desirable

• An operational knowledge of public sector (or Registered Social Landlord) generic housing management, including a working knowledge of current housing legislation and practice, and the appropriate statutory provisions
• Techniques of mediation and conciliation
• An operational knowledge of the court system, tribunal and benefit appeal

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Wiltshire Council

Address

Wiltshire Council

Stephenson Road

Salisbury

SP2 7NP

Employer's website

http://www.wiltshire.gov.uk/ (Opens in a new tab)