Department: Housing Services
/ Post Holder: /Grade/salary
Position of Job in Organisation StructureMain Purpose of the post:
The purpose of this post is to manage and be responsible for all aspects of the smooth day-to-day running of both the sheltered and very sheltered service development. This includes full supervision of all staff at the scheme to ensure that the development is managed and operated in accordance with all procedures and guidelines issued by Head Office.
Core responsibilities:
The key duties come under 4 headings, Administration, Building & Equipment Maintenance, Emergencies and Customer Contact.
Whilst the majority of a normal working day will relate to the first two headings, the Scheme Manager should be aware of the importance tenants attach to the presence of a Caledonia representative at their development. It is essential that the Scheme Manager is aware of, and alert to, the various needs of the tenants and must pay particular attention to the manner in which he/she deals with tenants, tenants’ relatives and visitors.
Key duties:
· Promote and maintain a customer centred approach at all times to accord with the high standards expected by the Association in its sheltered housing developments.
· Line manage a group of scheme assistants and cooks.
· Draw-up and regularly review care and support plans with tenants.
· Provide a range of housing and support services to tenants.
· Ensure meal provision to very sheltered tenants is managed and maintained.
· Work closely with service providers such as Social Work or other agencies and professionals, as appropriate.
· Establish regular contact with tenants, on request and respond to enquiries.
· Supervise the cleaning of communal areas to ensure that a high standard is maintained, working closely with the Home Help Co-ordinator as appropriate.
· Work closely with Head Office and tenants, on all tenancy related matters, including reporting repairs and arranging adaptations.
· Control and process petty cash claims and maintain a daily log book and all tenant records held at the development.
· Co-ordinate and maintain a booking system for the guest bedroom and associated banking arrangements.
· Maintain, test and log the emergency alarm and call system.
· Respond as appropriate if a tenant activates the emergency call system.
· Ensure the care and maintenance of the building and equipment.
· Ensure that adequate safety and security of the development is maintained.
· Supervise contractors attending to matters at the development.
· Discuss tenant’s home help needs and work closely with the Home Help Co-ordinator regarding all aspects of the delivery of the Association’s home help service.
· To undertake effective management and administration of the service.
· Arrange or assist with social activities for tenants.
· Carry out any other reasonable duty that may be instructed from time to time by the Housing Services Officer, including assisting with the Association’s voids and allocations process.
· Ensure all Housing Services Department procedures are followed at all times, making recommendations where possible, in order to achieve the highest levels of service.
· The post holder must comply with the Associations Financial Regulations.
· Attend training events to remain up to date on relevant issues related to the service.
· Have regard to the health and safety of staff, customers and members of the public by ensuring that all duties are performed in a safe manner. /
Key results/outcomes/impact
A range of tailored housing and support services are provided to help enable tenants maintain their tenancy and live independently within the community.Public, communal & office areas exhibit a clean & tidy appearance, providing a pleasant environment for residents, staff & visitors.
Maintain excellent level of communication with tenants regarding all aspects of service delivery and provision.
A high quality responsive service is effectively managed & maintained.
Achieve high levels of customer satisfaction.
New services are developed and maintained.
Accountability:
The Scheme Manager is accountable for: -
· Providing a high quality housing and support service that meets and responds to tenant needs and requirements.
· Developing a positive culture within the service and maintaining high professional standards through effective leadership and motivation of staff (where appropriate).
· Carrying out specific work instructions as issued by the Housing Support Coordinator.
· Line managing scheme assistants and cooks
Responsible to: Housing Support Coordinator
Key relationships with:
Internal: Home Help Co-ordinator, Home Helps, Home Helps (Rapid Response Team), Scheme Managers, Scheme Assistants, Housing Officers, Housing Support Coordinator, Maintenance Officers.
External: Customers, service users, carers, relatives, professionals involved in an individual’s care and external organisations.
Essential skills, experience and competences:· Good organisational and administrative skills.
· Excellent communication and persuasion skills and the ability to lead and motivate people.
· Ability to prioritise workloads and meet deadlines in a changing environment.
· Ability to accurately assess situations and make judgements involving vulnerable people.
· Ability to work without direct supervision and support of line manager.
· Ability to manage emergency situations and summon assistance.
· Good time management skills.
· Ability to operate within and contribute to effective team working.
· Ability to work in partnership with other services, agencies and organisations.
· Ability to work in a professional, customer focussed manner.
· Ability to maintain administrative systems and processes.
· Ability to record, monitor and update information accurately on IT based systems, including the collation of material for report purposes.
· Ability to maintain confidentiality and work with sensitivity and discretion.
· Must be willing to undertake study to SVQ level 3 in Housing or equivalent.
Sign off (HR Manager) …………………………………………………. Date …………………..
Specific targets agreed:
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Review date…………………