Rough Sleeper Support & Resettlement Officer x 2 posts. Ref: 56-25

Person Specification

Experience of working with rough sleepers or vulnerable clients as well as in depth understanding of the issues around rough sleeping.
Up to date knowledge of policies and procedures on a national and local level aimed at reducing rough sleeping.
Demonstrates a flexible approach to work and contributes positively within a team environment.
Experience of developing and maintaining effective working relationships with clients, local authority partners, statutory and voluntary sector agencies to achieve best outcomes.
Experience of using negotiation and/or diplomacy skills to resolve problems.
Experience of dealing with demanding and challenging people in difficult/sensitive situations, demonstrating resilience to the emotional demands of the post.
Experience of carrying out needs and risk assessments and creating support plans
Active listening skills, ability to communicate and negotiate clearly, explaining complex ideas simply and clearly.
Excellent IT skills including Microsoft Word, Excel, and a wide range of office ICT applications.
Good standard of verbal and written communication skills and experience of accurate data management.
Able to work on own initiative, self-motivated, enjoys setting goals and targets for themselves and achieving them.
Knowledge, understanding and commitment to the importance of equal opportunities and service delivery.
Have an empathetic manner and resilience to the emotional demands of the post.

Experience of working in a customer facing environment giving information or advice both in person and in writing
General knowledge of housing issues particularly regarding allocations, homelessness, housing advice.
Experience of working in the housing sector
Good knowledge of services, welfare benefits and support available to applicants experiencing housing problems.
An understanding of the complex interdependencies of mental health and substance abuse and offending behaviour.
Knowledge of Homeless Legislation and other relevant legislation i.e. Care Act, Children's Act.
Good knowledge of landlord and tenant law
Commitment to life-long learning and continuous professional development
Experience in analysing and organising information.

Housing qualification, degree level education or equivalent through relevant training / experience.

Collaborative:

I look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge
I recognise the skills, talent and experience of others and reach out to them for their contribution and input
I make sure people feel trusted, valued, informed and supported

Ambitious:

I always ask myself 'How could we do this better?', taking ownership of change and helping others to understand, adapt, implement, and embed it
I take ownership of change and help others to understand, adapt to, implement and embed change
I am motivational and drive positivity, taking an optimistic approach and engaging others

Results Driven:

I make sure I am clear on what I need to achieve, keeping a focus on results and solutions; I am driven, showing courage and resilience even when things don't go to plan
I am driven to achieve results and show courage and resilience even when things don't go to plan
I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer

Empowering:

I show energy and drive to explore new opportunities and challenge the status quo - acting on opportunities to generate income or reduce costs, embracing new technology and promoting digitalisation
I ask for help and support when needed, and take responsibility if things don't go well, learning from it for my own and for the organisation's development
I take responsibility if things don't go well and learn from it for my own and for the organisation's development

Supportive:

I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable
I understand and take care of my own well-being and of that of those around me, and give time to colleagues who need help or support
I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience.

The post is exposed to occasional unavoidable risks including:

Visits to properties that are 'filthy' and/or verminous, or with trip/slip hazards or outdoor sites in adverse weather conditions.
This post will regularly deal with potentially aggressive clients who may be intoxicated or under the influence of drugs.
The post primarily focuses on dealing with people that have complex needs and the post-holder needs to be aware of the associated risk and work to the Council's lone worker procedures.
Exposure to some personal and sensitive data and records which could affect mental well being.

This post will be demanding due to the nature of the client group who often have multiple and complex needs with chaotic lifestyles. The post will be challenging, and the post holder will need to demonstrate resilience and the ability to work within a pressurised environment.
The post requires the successful candidate to deal sensitively with customers who may be vulnerable and/or emotional and situations that may be challenging, demanding and stressful, but still require clear and logical decisions to be made to bring matters to an acceptable conclusion.
The role is led by service demand and, at times, is likely to require regular re-prioritisation of existing workload to cope with unpredictable peaks in demand for the service in order to deal with this and manage customer expectation whilst maintaining professionalism at all times. This means that the role can regularly be mentally and emotionally demanding.