Housing Support and Care Manager

Recruitment Pack

Contents

  • Covering letter

  • Who we are?

  • Objectives

  • Management Structure

  • Role description

  • Person Specification

  • Process

  • FAQ’s

Dear Applicant,

Thank you for your interest in the role of Housing Support and Care Manager at Swan Housing Association. This role is an exciting opportunity to manage and lead Swan’sSupported Housing and Care services in Essex, to ensure the delivery of outstanding services to our residents. Swan is continually looking at innovative ways to support our residents and we have a clear ‘Striving for Excellence’ agenda with an objective of being a top quartile performer in all areas of our work. We are ambitious and always looking to deliver new services where opportunities arise.

We have a clear focus on excellent services for residents, working with local authorities and developing partnerships to meet the needs of the communities and the individuals with whom we work.

If you are enthusiastic, committed and keen to be part of a ‘can do’ team then we would like to hear from you. I look forward to receiving your application.

For more information and to apply, via CV and covering letter, please visit our vacancies section on our website The closing date for applications is 27th September 2013. Applications received after this time will not be accepted.

Many thanks.

Yours sincerely

Tony Morgan

Director of Care and Support

Who we are

Swan was formed in the1990’s with the transfer of some 2,600 properties in Basildon. Swan now owns and manages over 10,000 properties in East London and Essex and works with a range of local authority partners.

Our mission is to

“create homes and communities that people want to live in”.

This will be achieved by:

  • maximising availability of affordable housing for local people
  • meeting our financial targets and offering Value for Money for our customers
  • being judged as an improving landlord by our residents
  • tackling the equality issues that matter most to residents
  • involving our residents and building sustainable communities.

We also have four core values that guide how we will deliver this. These values are –

  1. IN TOUCH
  2. INSISTENT
  3. IMAGINATIVE
  4. INTEGRITY

Aims and objectives

These strategic objectives are set out in our Corporate Plan for 2012 – 2015 which was approved by the Board in 2012.

Swan’s housing activities are focused in the following areas:

  • providing affordable homes for people who cannot afford to rent or buy in the open market; this includes the new affordable rent product and shared ownership
  • providing a general needs housing service and a service for the Association’s leaseholders
  • provision of key worker accommodation
  • investing in the community and involving residents
  • providing supported housing services.

Relations with Stakeholders

Our principal stakeholders are residents, service users, employees, local authorities and funders. Residents are represented on a range of Swan’s Committees. The work of the housing service is regulated by the Social Housing Regulator.

Quality Management Systems

We comply with the criteria for ISO 9001 AND 14001; adherence to the quality and environmental framework ensures that procedures used within Swan are developed and applied consistently.

We have successfully complied with the Excellence in Customer Service standard, demonstrating our continued commitment to customer care.

We have also been re-accredited with the Investors in People standard in 2011 and Quality Housing Standards (QHS).

We comply with the Quality Assessment Framework for services provided at our Foyers, Sheltered and Extra Care Services.

Our Care Services are registered with the CQC and we strive to achieve outstanding inspection results.

Foyer Accreditations / Awards

  • Foyer Federation Status Mark – Awarded October 2012
  • Housing Related Support (Supporting People) – QAF LITE grades all MET – March 2013
  • Essex County Council – Achievement Award – May 2013

Role Description

Job Description
Job Title: / Housing Support and Care Manager
Department: / Supported Housing
Reports to: / Director of Care & Support
Responsible for: / Managers/Team Leaders
Location: Billericay, Essex
Main Purpose of Job
To lead and manage the teams providing intensive housing management, tenancy support and care to residents living within Swans supported housing schemes.
To ensure that the team provides an excellent service, achieves all its performance targets and is also seeking to improve.
Key Responsibilities
To ensure that the tenancy support services provide a service that meets and exceeds the ‘A’ Standard of the Quality Assessment Framework.
To achieve agreed performance targets, standards and objectives.
To ensure housing management services are provided to Swan residents and those residents managed on behalf of other organisations in accordance with all undertakings (contractual or otherwise given to them)
.
To manage and motivate staff, providing direction, advice and support as required, appraising staff and setting appropriate objectives and targets.
To actively promote resident/service user participation and involvement.
To ensure the budget is delivered through firm and robust financial management.
To ensure that rent and other charges are collected in accordance with agreed procedures and that team targets are met.
To role model all expected professional behaviours.
To actively participate in seeking new business opportunities for Swan and support the submission of tenders for new business.
To liaise with internal partners to the improve services provided to residents.
To develop and review policies and procedures to ensure that the care service performs to excellent standards and which meets legislative and CQC standards.
To promote Swan care services and becomes the provider of choice within the area of operation.
To network with relevant agencies to develop and promote the care service
To devise strategies for customer feedback and involvement in developing services to address the personalisation agenda.
To produce Board and other reports as required.
To carry out all other duties in line with what may be expected from this role.
Other Core Requirements
  • Establish, develop and maintain effective working relationships with all work colleagues to deliver excellent standards across the organisation and to meet the Swan’s corporate objectives and Business Behaviours.Be a strong advocate for Swan both internally and externally and promote the work of the organisation to all stakeholders in a positive manner.
  • Prepare and monitor team and individual work plans using performance management techniques to achieve and continually improve on performance targets. Implement performance appraisal through 1-2-1 supervision interviews. Assess training needs and develop individual training plans.
  • At all times to observe, deliver, continually promote and act in accordance with Swan’s Equality and Diversity and Customer Care policies and procedures.
  • Carry out all duties in accordance with legal requirements specifically but not limited to the Data Protection Act and the Health & Safety at Work Act. Ensure compliance with Swan’s policies, procedures, constitution, and financial regulations. Ensure compliance with regulatory and statutory bodies as well as with best practice principles.
This job description accurately reflects the requirements of the job at the time of writing but may be subject to change from time to time to meet the changing needs of the Association and should be viewed as guidelines only.

Swan Housing Association

Your application should address all the requirements of this person specification. This specification will form the criteria on which suitability for short-listing for interview will be judged and will form the basis of questions to short-listed candidates.

Person Specification
Job Title: / Housing Support and Care Manager
Department: / Supported Housing
ESSENTIAL / DESIRABLE
QUALIFICATIONS
Relevant degree or equivalent qualification.
Registered Manager with CQC / .
X
X
EXPERIENCE /
KNOWLEDGE / SKILLS
Excellent understanding of the Quality Assessment Framework and Care Quality Commission Standards.
Excellent knowledge of legislation, policy and best practice relating to housing management and support and care services.
Ability to interpret and apply policies and procedures and to respond to new initiatives and legislation.
Experience of preparing and managing budgets.
Experience of producing and implementing strategic and operational plans.
Experience of managing in a customer focused, performance driven organisation within the housing, voluntary or private sector.
Excellent oral and written communication skills.
Good IT skills and the ability to operate IT based systems.
Understanding of customer issues and commitment to involving customers in continuous service improvement.
Good organisational skills and ability to prioritise own workload and those of the team.
Ability and experience of setting relevant performance targets, monitoring performance and assess risk.
Proven experience of leading and develop teams.
Self motivated, performance driven with initiative to assess complex situations and make decisions quickly and effectively.
Ability to work outside of normal working hours on occasion to attend meetings.
Ability to take ownership and empower others accordingly
Professional, friendly, honest and open approach with the ability to work effectively with others both internally and externally.
A proven commitment to equality & diversity
UK driving licence and access to own car /
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X / X

Process

Advert placed 11th September 2013

Closing Date27th September 2013

Interview Date9th October 2013

Further information about Swan can be found on our website

You can apply online with your CV and covering letter setting out how you meet the criteria on by the closing date of 27th September 2013.

FAQ’s

Who can apply?

Anyone with the right skills and experience can apply.

What is the application process?

You should submit your CV and covering letter via our website The closing date for applications is 27th September 2013. Applications received after this time will not be accepted.

What is the selection process?

Shortlisted applicants will be required to undertake Verbal and Numerical Reasoning online exercises. These exercises take approximately 30 minutes each.

Those selected following the initial exercises will be invited to an interviewandwill be required to undertake a role relatedpresentation. Interviews will take place on the 9thOctober 2013 at our offices in Billericay.

Who will be on the selection panel?

  • Tony Morgan, Director of Care and Support
  • Emma Greenland, HR Business Partner

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