Tenancy Support & Empowerment Officer in Mansfield

Action is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees, volunteers and agency workers to share this commitment.

Job Purpose

The role of the Tenancy Sustainment Worker is to manage a client caseload, providing tenancy support that will deliver positive outcomes for both the client and the organisation. They are responsible for delivering the organisation’s obligations to the client and ensuring that the client is assisted to access all opportunities afforded to them. The TSW will provide front line delivery of a high standard of client tenancy support. You will need to be proactive and effective in the implementation to achieve positive outcomes for the client and the organisation.

Tenancy Sustainment Workers are responsible for all client activities relating to support and engagement, from when a client enters the service to when they leave. They will work with the client in a positive, energising and engaging manner, promoting positive engagement that will motivate clients to maximise full potential and minimise negative outcomes. Tenancy Sustainment Workers are responsible for the accurate and timely completion of client records/documentation. They must positively promote and engage in the delivery of tenancy support models employed by the organisation and work collaboratively with colleagues to ensure that the organisation offers the best possible service to clients, in the most appropriate way. They must also work in collaboration with partner organisations to ensure a holistic and client-centred approach to support is provided.

The TSW is responsible for the delivery of frontline services and as such must work in an appropriate manner to uphold and promote the organisation’s reputation in the external environment at all times. Action is committed to multi-agency working and the TSW will build and maintain strong working relationships with internal and external stakeholders as well as partners and commissioners.

Responsibilities

• Participating in the delivery of client engagement activities, this may be informing clients of relevant activities and facilitating their attendance, or leading or supporting the delivery of a group work session.
• Providing accurate, concise and clear documentation that is easily understood by clients and completing the required fields and case notes on the case management system.
• Managing and updating Client Support Modules.
• Support may include accessing community-based services, maximising benefits/income, dealing with accommodation issues and addressing issues relating to health and wellbeing.
• Clients who are exiting the service will be supported through the transition to ensure that the process is managed effectively.
• Assessing referrals and managing waiting lists.
• Completing weekly data returns as required.

What we’re looking for

• Deliver tailored, outcome-focused tenancy support to clients with complex and overlapping needs.
• Conduct comprehensive risk and needs assessments and develop support plans aligned with individual goals.
• Provide practical guidance on budgeting, rent management, maintaining accommodation, and accessing benefits.
• Support clients to engage with mental health, substance misuse, healthcare, and social care services.
• Monitor tenancy conditions and intervene early where risks of eviction or tenancy failure arise.
• Maintain accurate, compliant case records and reporting in line with organisational and regulatory standards.
• Liaise effectively with landlords, housing providers, statutory agencies, and community partners.
• Implement safeguarding procedures and elevate concerns in accordance with policy.
• Promote resilience, independence, and life skills development to reduce long-term service dependency.
• Participate in team meetings, supervision, training, and continuous professional development.

This list is not exhaustive.

If you feel you have the skills and experience to join us, then please apply now! This post is a full-time “in person” role. This post has been designated as an Essential Car User. A Full UK Driver’s license and access to a vehicle are essential. The vehicle must be insured for business use and have a current MOT certificate. This role will be subject to an enhanced DBS check.

Person Specification

Knowledge and Experience

• Minimum 1-year experience of working with one of the following client groups: offenders, young people, substance users, people with mental health issues or domestic abuse survivors.
• At least 12 months experience of delivering housing related support, with an understanding of housing law and local knowledge of housing options and services.
• Demonstrates an understanding of the issues facing this client group, and has a dedication to improving the lives of vulnerable people.
• Ability to engage clients who are unmotivated and be a key influencer with the ability to be flexible in their approach to suit the client.
• An understanding of the social, emotional and vulnerability of the service users supported by this team.
• Understanding of the importance of confidentiality, risk management, safeguarding and GDPR.

Qualifications

• Educated to GCSE level or equivalent experience with a minimum of GCSE English and Mathematics Grade A-C (or equivalent).

Professional Skills

• Integrity, professionalism and a good understanding of the importance of professional boundaries.
• Excellent communication skills, both written and verbal particularly communication via phone or e-mail.
• Good organisational skills, the ability to work flexibly, on your own initiative and to prioritise workload.
• Ability to deliver group work.
• The ability to be flexible and cooperative as part of a team.
• Ability to work with a wide range of people effectively.
• Ability to adapt and learn to new IT systems.

Personal Qualities

• Willingness to continue further training and personal development.
• Ability to show empathy.
• Excellent time management skills and the ability to work efficiently to juggle multiple priorities.
• Confident and self-motivated.
• Commitment to working within Action’s core Vision, Values and Mission.
• Resilience and the ability to work in a pressurised environment whilst remaining calm and professional.
• Ability to work with clients with challenging behaviours and multiple complex needs not limited to poor mental health and substance misuse.
• Must be flexible, as shift work may be required.