Hostels Manager

Title: Hostels Manager – Housing
Location: Lynton House, 255-259 High Road, Ilford, Greater London, IG1 1NY, United Kingdom
Start Date: ASAP
Duration: 12 Weeks
Hours per week: 36
Pay Rate: £27.45 per hour
Job Ref: OR6044
Description:
London Borough of Redbridge
Role Description and Person Specification
Role Title:
Hostel Manager
Directorate:
Place
Grade:
LBR 11
Department:
Housing
Hours/weeks:
36 hours/52.14 weeks
Function:
Housing Needs
Post number:
Team:
Hostel Needs
Base/location:
Lynton House
Reports to:
Housing Supply Manager
Responsible for:
Hostel Support Officer x 11; Deputy Hostel Manager; Handy Person x 2
Role and Context
Overall Role Purpose:
Run and manage hostel provision for the Housing Needs Service.
Ensure that:
Accommodation is let, households are admitted to rooms and related administration is dealt with
Provision of an effective housing management service
Repairs and maintenance, health and safety and compliance issues are managed and dealt with
Residents are provided with advice and housing support to residents to help them to cope in accommodation and assist them to identify appropriate move on options
Manage staff and resources to deliver hostel and other short-term accommodation provision.
Ensure that the accommodation meets national and local standards and conforms with the objectives of the Housing Act 1996 Part VII, as amended, codes of guidance, case law and Council policy and procedure.
To work all of the Housing Needs services dispersed hostel sites providing a service to residents
Role Context:
The Housing Needs Service is under increasing demand to provide good quality accommodation local temporary accommodation for those owed a homeless duty and those whose cases are being investigated. This accommodation is fundamental to achieving that objective.
A key target is to reduce the use of and duration of stay in bed & breakfast accommodation for homeless households, especially for families with dependent children. Hostel accommodation provides a vital opportunity to use better standard accommodation for emergency placement, avoiding need for B&B.
Support and advice to move customers on, including into the private sector, discharging the homelessness duty, is an important approach to prioritising prevention and relief and recuing temporary accommodation in line with the objectives of the Homelessness Reduction Act 2017
The post holder will need to proactive, a problem solver, focussed on delivering services which find solutions for customers
Key Accountabilities and Result Areas
Strategy and Planning
To analyse performance data and provide regular management reports regarding operational performance in the hostels using key information systems such as HOPE, HACSYS and TASYS and other systems as required. To ensure regular customer feedback is available.
To assist in the preparation of the service plan, the Council\’s overall Housing and Homelessness strategies and to develop policies and procedures for the service.
The post holder will be required to have good knowledge of all housing advice and homelessness legislation, other general housing legislation, welfare benefit expertise and knowledge of the adult and children social care environment and impact
The post holder will be required to be innovative, dynamic and solutions focussed to ensure services focus on achieving positive outcomes for customers and prioritise prevention and early intervention
The post holder will be required to take a lead the ongoing development and design of the service and solutions for customers.
Operations and Support
Ensure that all aspects of the provision of the accommodation provided are administered fairly and consistently to all customers.
Ensure the hostel staff report safeguarding concerns and escalate these proactively, completing CAFF referrals are necessary
Ensure there is a framework in place for officers to work with allocated residents to identify their housing options, support issues and where they want to live and help them to develop a move on plan.
Working with statutory, voluntary agencies and private agencies as directed, develop and maintain effective Temporary Accommodation provision for all customers.
Ensure that all relevant statistical, financial and service information is prepared and collated and that system data is accurate and available in a timely manner to meet all management and agency requirements within designated deadlines.
Participate in the provision of 24/7 cover at the hostel and manage the emergency out of hours service provision.
Administer the effective use of the hostel, having regard to the needs of the service, customers and Council and ensure that all placements are managed and administered in a fair and equitable way.
Develop and maintain an effective communication and information gathering and notification process to determine appropriate placements. Ensure that stakeholders and colleagues are aware of all relevant aspects of placement activities, outcomes and vacancies.
Ensure that service links between Housing Act 1996, Part VI and Part VII as amended, are seamless.
Support the team and colleagues with advice and guidance with complex and contentious cases and situations, dealing with these personally where appropriate.
Ensure that the Housing Solutions Manager is regularly updated on staff development needs and service development opportunities.
Work with the Housing Solutions Manager to ensure the delivery of relevant training and briefing for officers and have a clear plan for officer development.
Develop relevant policies and processes for the smooth running of the service and ensure these are effectively implemented and complied with.
Act as the main day to day management interface with Property Service and Contractors regarding hostel condition, maintenance, safety and compliance.
To be responsible for the application of Health and Safety guidelines at the hostels.
Ensure security, cleaning and other contract work in hostels meets agreed standards.
Contribute to proposals and set up new hostel provision, in conjunction with the Housing Solutions Manager
To attend relevant meetings as directed.
Keep up-to-date on legislation, best practice, changes and service developments.
Ensure customer feedback is regularly sought in order to deliver improved customer services.
Use appropriate information technology and software to carry out the responsibilities of the post.
Responsible for ordering equipment and services for the hostel.
Systems and Process Development and Improvement
Ensure appropriate policies and procedures are in place for the management of the hostels, including admissions, behaviour, customer support and move on, repairs reporting, safeguarding, hostel administration and evictions. Keep these under review and refresh as needed.
Ensure there are clear system and monitoring requirements and these are complied with so that there is adequate monitoring information and clear audit trails of actions and decision making. Ensure officers maintain customers electronic files on info@work providing a thorough audit trail of activity and key documents in line with agreed process
To be responsible for continuing self-development and participate in training and development activities.
Ensure that all relevant statistical, financial and service information is collated and that system data is accurate and available in a timely manner to meet all management and agency requirements within designated deadlines.
Communication Partnership
Develop and maintain an effective communication process that informs stakeholders and colleagues of assessment and lettings outcomes.
To ensure the provision of a full range of information and publicity for all customers
To understand the value of information to the council and to contribute to good information governance by keeping information safe, accurate and up to date and available to those who need it. Officers are required to abide by the council\’s information governance policies. To ensure team members also understand this issue.
To deal with enquiries, complaints, freedom of information requests and correspondence from clients and their advocates, including solicitors, councillors, MPs, the ombudsman and other housing providers, in line with the Council\’s complaints and enquiries procedures.
Ensure officers liaise effectively with customers, statutory organisations, advocates and third sector providers
Ensure staff promote good customer care practice
Ensure complaints are dealt with openly and fairly.
Actively seek the views of customers and staff.
Provide services that are fair and accessible to all.
Maintain working relationships with other housing colleagues and key Council and other services that enable effective support of residents. In particular maintain partnership working with Adults, Health and Children Services.
Work with officers allocating rooms and support and resettlement officers to ensure that properties are suitable and affordable for customers
Support the delivery of the activities contained in customers\’ Personalised Housing Plans for the effective delivery of the prevention and relief activities of the Homelessness Reduction Act 2017
Key external contacts:
Health, Solicitors, Welfare benefits agency, Other Local Authorities, Department of Work and Pensions, Probation service, Citizens Advice Bureau, Police, External Agencies that supply hostel services.
Key internal contacts:
Housing Advice Centre, Children and Adult Social Care, Housing Finance, Housing Benefits, Legal Department, Tenancy Sustainment Team, Anti-social Behaviour Team, Work Redbridge
Performance and Standards
Support the delivery of services which help to achieve the objectives in the Council\’s corporate strategy, including to
Increase fairness and respond to the aspirations of the Borough
Empower our communities to help shape our Borough and the services we deliver
Improve the quality of life and civic pride amongst our communities
Transform our Council in tough times to be dynamic and responsive to the challenges of the future
Contribute to setting and achieving Housing and Housing Needs service plan priorities and objectives and making sure that key targets are met.
The post holder will be required to contribute to the development and implementation of the Council\’s corporate objectives including:
Health and safety in the workplace
Performance management
Equality and Diversity policy
Customer service strategy
Corporate priorities and strategies
Are responsive to customer\’s needs and service requirements
Demonstrate clear departmental direction, vision and style
Achieve effectiveness and efficiency in operation
The Council\’s Equality and Diversity policy is adhered to
To carry out the duties and responsibilities of the post, in accordance with the Council\’s Health & Safety Policy and relevant Health & Safety legislation
To ensure that services are innovative and quality driven and:
Key Performance Outcomes
Homelessness is prevented
Temporary accommodation numbers are reduced
Expenditure on temporary accommodation is reduced
Reductions in void costs and void turnaround times
High quality temporary accommodait6on provision offered
Resource Management
To manage a team of staff to ensure quality services are delivered to customers, including supervision and support, planning personal development, setting targets and standards in line with corporate performance management framework
To comply with all relevant statutory requirements, Government Guidance and Codes, Redbridge policies and procedures, management instructions, professional and performance standards and best management practice and ensure that staff comply with these.
The team manager is required to take reasonable care for the safety and health of themselves and others who may be affected by their acts; and to work with senior managers to comply with Service/Unit procedures and protocols and with Redbridge\’s Health and Safety Policy and all guidance, instructions and risk assessments. In particular s/he is required to attend training relevant to their post in order to ensure their health and safety responsibilities are met and will assist in developing and implementing effective health and safety plans for the Hostels Teams in conjunction with the Housing Supply Service Manager including training of all staff in relevant procedures.
To establish the necessary procedures to ensure that adequate information, instruction, training and supervision is provided for all staff reporting to this post.
The post holder must demonstrate commitment and enthusiasm to promote the principle of equality in employment and service delivery. The post holder must be familiar with and promote the Equality and Diversity Policy.
The post holder must promote equality in the workplace and set the tone for the behaviour between colleagues.
The postholder is responsible for the management of the team staffing budget and for authorising the commitment of resources on routine repairs and provisions, ordering equipment and services.
Managers are responsible for ensuring officers understand the financial impacts of the decisions that they make
Corporate Accountabilities
All employees of the Council should undertake and conduct their work with due regard to the corporate accountabilities (available on the Redbridge Council website). These include responsibilities for outcomes regarding Equality, Conduct & Behaviour, Health & Safety, Data Protection, Safeguarding and Customer Care.
Flexibility
Cover the duties of other staff and work outside normal office hours as required by service needs.
The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services and from time to time will be required to undertake responsibilities outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.
Person Specification
A – I – T
Knowledge & Experience
Method of candidate assessment: A = Application form I = Interview T = Test
Statutory or Mandatory qualifications:
No Mandatory Qualification Required
A
Educational Ability (See LBR full guidance)
Level 5: Ability to increase depth of knowledge & understanding of an area to respond to complex problems or situations.
May be evidenced by: Foundation degrees; diplomas of higher education; BTEC Higher National Diploma; NVQ level 5; some professional qualifications; and equivalent qualifications, or evidence of demonstrable application in the course of experience.
A
Key Subject or Content Areas (inc: Desirable Qualifications)
A good knowledge of all homelessness legislation as covered by the 1996 Housing Act Part VII and the Homelessness Reduction Act 2017, housing advice law (security of tenure, disrepair, rent arrears) the Protection from Eviction Act 1977, housing allocations as covered by the Housing Act 1996 part VI and other housing legislation, welfare benefit expertise and adult and children social care and health knowledge
A sound knowledge of excellent housing management practice as it relates to hostels ,shared or supported accommodation
AI
Knowledge
Knowledge of managing buildings including repairs.
Good knowledge of local authority and DWP welfare benefits system
Knowledge of housing/homelessness issues
An understanding of current issues affecting social housing and private housing provision in inner city areas.
Knowledge effective housing management practice.
Knowledge of equalities legislation and good practice and its application in relation to housing services
Awareness of risk assessment and Health & Safety provisions.
AI
Management
Ability to manage, motivate and develop workers and resources within the relevant area(s) of responsibility to deliver required service outcomes, ensuring understanding of how personal objectives align with service and corporate objectives.
To share and cascade relevant information as necessary to team. To ensure learning and development opportunities are and utilised to the benefit of the organisation, through appropriate planning and evaluation.
Manage activities and performance in line with the corporate policy and procedure.
Experience
Experience of managing or supervising staff
Experience of managing hostels or residential settings
Experience of managing services working with a homeless or vulnerable client group or individuals.
AI
Skills / Abilities
Awareness of confidentiality and data protection issues.
Excellent communication skills with vulnerable adults.
Ability to empathise with homeless people.
Ability to work in stressful situations and to be firm and equitable to clients.
Understanding the wider social and economic climate and an understanding of the issues that the homeless have to face.
Awareness of health and safety, equality of opportunity and diversity issues.
Computer literate and able to keep accurate records and written work.
Ability to plan, prioritise and delegate work and achieve tasks within tight deadlines.
Ability to lead, motivate and develop staff and to plan and evaluate their work.
Ability to manage organisational change.
Ability to analyse complex issues and written material quickly, to think creatively about problems and identify solutions.
Ability to communicate clearly and effectively, both orally and in writing.
Ability to develop and maintain effective working relationships with others within and outside the Council at all levels.
Ability to manage and resolve conflict.
AI
Special Conditions of Service (Probably not needed see Corporate Behaviours below)
To work outside normal working hours to respond to emergencies or attend meetings
To comply with the exigencies of the service the post-holder will be required to work a duty rota
Must demonstrate an understanding of the issues relating to equal opportunities in service delivery and provision and to actively promote ways of eradicating racism, sexism and other forms of negative discrimination through the Council\’s policies and procedures.
To comply with the Council\’s Health & Safety Policy.
AI
Corporate Behaviours
The Council has a set of behaviours that all employees are expected to deliver in the performance of their role. The behaviour framework can be found on the Councils internet page, and these should be reflected in your application and the way you work. As part of an individual\’s personal development Redbridge expects employees of all levels to be continuously developing these core behaviours
The job holder is required to take reasonable care for the safety and health of themselves and others who may be affected by their acts; and to co-ordinate with management in the promotion and maintenance of health and safety measures.
AIT
Effective and Collaborative Team Working
To take responsibility for personal development and actively participate in all learning and development.
To participate in the ongoing development, implementation and monitoring of service plans.
To support and contribute to value for money, service efficiency and improvement.
AIT
Working Pattern and travel
AIT
Safeguarding and Disclosure
Willing to work outside of office hours to attend meetings and participate in the evening rota.
AI
Special Factors or Constraints DBS Disclosure Required? Not required / Basic / Enhanced T