Stoll - Rehousing Support Officer

To be part of a customer focused front line Rehousing Support Service providing timely and sometimes immediate support and advice to residents who are vacating their properties at our site in Fulham and being rehoused by Stoll or with other housing providers, providing information, guidance and practical support. Provide appropriate support to vulnerable persons with a variety of complex needs including mental health issues, as part of a collaborative cross team approach to complex case management.,

• To work with the Rehousing Support Manager to ensure an effective rehousing service that meets the individual needs of the residents moving on. Developing effective relationships with external agencies, suppliers and contractors who will provide essential services to our residents.
• To attend advice sessions, events and consultations with residents to provide advice, guidance and support or to represent Stoll to inform customers of the services available to them.
• Ensure all correspondence is responded to appropriately, all telephone enquiries meet protocols, undertake interviews and home visits within expected guidelines and procedures ensuring all necessary paperwork and records are effectively maintained in a timely manner and are accessible. Ensure that information and advice is given correctly, and associated data is collected and processed lawfully
• To respond and reply residents, families, agencies, contractors, suppliers and other interested parties as required. To set clear standards to ensure excellent customer service is achieved, to encourage feedback and ensure that enquiries/ complaints are fully addressed and resolved.
• To work to meet individual and team targets and ensure KPI targets are met.
• To play an active part in the Fulham Decant Project, ensuring that good communication is maintained within the team and across the housing and support teams.
• To carry out any general office duties as reasonably required including maintaining all necessary records and to providing monitoring information as required.
Customer Focus
• Act as keyworker providing advice and practical support to residents moving from their homes, to enable them to gain independence and sustain their tenancy. Working closely with the support team.
Tenant Participation and Engagement
• Record and report day to day maintenance issues to Property Services Team or the relevant housing service provider and where necessary assist Customers to report their own repair problems.
• Encourage tenants to take responsibility for tackling estate issues that concern them, to demonstrate tolerance and respect without recourse to formal dispute or anti-social conduct.
Working in a team and with others
• Contribute positively to working in a team and across STOLL to deliver quality services to our Customers
• Maximise own personal development by positively contributing to induction, supervision, training, appraisal and team meetings.
• Liaise and work with other agencies including housing, health and social care professionals as required in consultation with senior staff.
• Act in a professional manner while on duty and when representing STOLL.
• Supervise any volunteers or trainees taken on by the Foundation under any approved programmes to facilitate support to individuals and / or the Community.
Financial control
• Work within established budgets and maintain accurate financial records.
Record keeping and data management
• Maintain accurate and up to date beneficiary, financial and other relevant service records, ensuring that support plans are understandable and reviewed regularly.
• Maintain confidentiality of records and information relating to beneficiaries and staff in accordance with STOLL Confidentiality Policy
Quality and regulatory compliance
• Understand the legal framework in which STOLL provides housing and support
• Work in accordance of the requirements of best practice in respect of support to vulnerable adults and Safeguarding Adults
• Continuously look to improve the quality of services responding positively to feedback and complaints
Health and Safety
• Work in accordance with STOLL policy and legislative requirements for health and safety and report any accidents or potential accidents and near misses.
Equality and diversity
• Manage and maintain services in accordance with the principles and practice of equality and diversity, taking account individual needs and requirements
Other
• Carry out any other duties as required by the Chief Executive of STOLL.