Job Role: Sheltered Housing Scheme Manager

Location: Greater Manchester

Duration: 3-6 Months

Date entered: 02.12.2009

Small description:

Location: Rochdale
Duration: 3-6 Months
Salary: £10.25 per hour

Large description:

Purpose of Post/Objectives:

To take an active role in the effective provision of an older persons service which is responsive, accessible, consistent and efficient.

To promote effective internal and external communication to champion customer care and continuous improvement

To promote the use of communal facilities and develop activities which benefit both residents and the wider community. To actively monitor performance standards to promote excellence.


Key Responsibilities/Key Areas:

Service Delivery

To provide housing related support services to tenants in older persons accommodation that are consistent, professional and accessible with the accent on  individual customer contact by:

•    Maintaining accurate records of the needs of individual tenants and contact details for family/next of kin
•    Monitoring tenant’s needs and observing any changes in health or circumstances
•    Informing relatives or appropriate agencies of any such changes
•    Responding to all calls and ensuring appropriate action is take, if necessary
•    Ensuring all call equipment is operational by undertaking regular checks
•    Handover each day to the emergency cover provider before going off duty
•    Signpost customer to other services, such as welfare benefit advice  

2.    To contribute to effective service delivery by promoting communication across the organisation and with external bodies including voluntary agencies, statutory authorities and special interest groups on matters affecting older person services.

3.    To support the Neighbourhood Team in achieving continuous improvement across all service areas, taking account of relevant legislation, the Company’s policies and procedures and other current initiatives as they apply to:

-    Responding to issues of nuisance and anti-social behaviour including:
•    Referrals to Neighbourhood Officers
     
    Monitoring of communal gardens including:
•    Grounds maintenance
•    Cleanliness

    Management of voids, including:
•    Accompanied viewings
•    Introducing new tenants to the full range of services available
•    Ensuring new tenants and their relatives are aware of the level of service they can expect from the Scheme Manager
       
    Tenant Involvement including:
•    Dealing with initial enquiries
•    Coffee mornings with tenants

-    Customer Service and Reputation including:
•    Communicating key messages to customers to enhance reputation.

   
To encourage and develop a sense of community within a framework that promotes respect for tenants and recognises their entitlement to choice, dignity and independence. To develop and manage the communal facilities in line with Company guidance. 

To provide reports where appropriate in response to enquiries and complaints regarding older persons services.

To ensure that services delivered by other agencies affecting the community are carried out within the terms of the relevant contract or Service Level Agreements and that liaison takes place with appropriate bodies to identify and introduce new services as appropriate.

To champion tenant participation and customer involvement at all levels, contributing to appropriate consultation and feedback.

Health and Safety

To adhere to and be aware of the Company’s Health and Safety policies and procedures.

To carry out regular fire drills and ensure that fire alarm systems are regularly checked.

To ensure that any personal protective equipment provided is used appropriately.


Monitor and Develop the Service

To work towards achievement of team and individual targets and objectives, attending training opportunities as required.

To contribute to the operational development of services. To support the Senior Scheme Manager on policy and service development within the Company and with other external agencies.

To contribute to consultation with the community, statutory and voluntary services and other major stakeholders about development and strategy.

To assist in the production of reports on policy, procedures, performance and service developments for Management Team and Board members.


Risk Management & Financial Control and Resources

To identify key risks within the section and contribute to the development of strategies to mitigate such risks.

To seek to maximise the use of resources available through external agencies and voluntary groups by initiating and supporting new developments in conjunction with the Regeneration and Community Initiatives Team.

To ensure the Company’s policies and procedures are adhered to at all times.

To contribute to the delivery of best value throughout the Company.

General

To promote, communicate and support the Company’s vision and values to all stakeholders.

To keep professionally updated at all times.

To follow and promote legislation and Company policies such as race and disability, equal opportunities, health and safety, data protection and human rights to provide a consistent and excellent service.

To participate in multi-agency meetings, working groups and other meetings as required.

To have a flexible approach to working hours, including evenings.

Any other duties as may be assigned commensurate with the grade and overall responsibility of the post.

For more information please contact Victoria Brown on 0161 941 4822
CV's to victoria.brown@housingsupport.co.uk