Housing Support and Resettlement Officer Ref: 13-25

Experience and Knowledge

Essential

• Demonstrates a flexible approach to work and contributes positively within a team environment
• Experience of dealing with demanding and challenging people in difficult/sensitive situations.
• Experience of using negotiation and/or diplomacy skills to resolve problems.
• 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.
• Have an empathetic manner and resilience to the emotional demands of the post.
• Knowledge, understanding and being committed to the importance of equal opportunities and service delivery.

Desirable

• 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 and 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

Qualifications

Essential

• Educated to GCSE level in both Maths and English (or equivalent).

Desirable

• Housing qualification.

Behaviours

Collaborative

• I look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas while also 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.

Mental Demands

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.

Health & Safety (exposure to risk)

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
• Dealing face to face with difficult situations that may be confrontational such as aggressive/intoxicated clients