Case Manager – Supported Housing in Somerset

Role Purpose

To deliver a proactive, person-centred housing management and support service that enables tenants to successfully maintain their tenancy, live independently and thrive within their community. Working closely with tenants, colleagues and partner agencies, you will manage tenancy-related matters, provide practical support and advice, promote wellbeing and safety, and help achieve positive outcomes for residents.

You will:

• Manage a portfolio of approximately 140 to 160 supported housing tenancies, providing a proactive, person-centred housing management and support service.
• Provide prospective tenants with information and advice during property viewings.
• Complete tenancy sign-ups and ensure new tenants receive a thorough introduction to their home, tenancy and available services.
• Support new tenants during their initial six-week settling-in period.
• Conduct regular home visits and maintain ongoing contact with tenants, encouraging them to manage their tenancy independently.
• Respond to a range of housing-related enquiries, from routine tenancy advice to complex case management.
• Maintain clear and accurate records of all tenant contact and case activity on the Open Housing system.
• Provide advice and guidance on welfare benefits, budgeting, money management, tenancy responsibilities, permissions and minor adaptations or alterations.
• Undertake person-centred risk assessments for tenants.
• Prepare and review Personal Emergency Evacuation Plans where required.
• Identify and respond appropriately to safeguarding concerns in line with relevant policies and procedures.
• Complete annual tenancy checks and inspect homes to ensure compliance with tenancy agreements.
• Inspect communal areas regularly, identifying and reporting health, safety, security and fire safety risks.
• Work with relevant departments to ensure compliance checks and health and safety requirements are completed.
• Take appropriate and proportionate action when tenancy breaches occur, including pursuing injunction or possession proceedings where necessary.
• Support tenants when ending a tenancy, including completing relevant property inspections.
• Attend and contribute to multi-agency panels and forums, supporting informed decision-making about the suitability of applicants.
• Work collaboratively with internal teams, council services and external agencies to resolve problems, sustain tenancies and prevent tenancy failure.
• Promote tenant independence through the appropriate use of assistive and personal technology.
• Check that relevant assistive devices are operational and work with emergency response services when required.
• Provide appropriate support to tenants with lower-level mental health needs.
• Help reduce isolation and promote a positive community atmosphere.
• Support and administer referrals for aids, adaptations and repairs.
• Contribute to service development by producing relevant data and evidence to support continuous improvement.
• Maintain high standards of integrity, confidentiality, professionalism and customer service.
• Work across various locations, including tenants’ homes, and undertake travel and lone working as required

  What you will bring:

• A proactive, customer-focused and person-centred approach to supporting tenants.
• A commitment to helping tenants sustain their tenancy, maintain their wellbeing and live as independently as possible.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to build effective relationships with tenants, colleagues, communities and partner agencies.
• Empathy, tact, persuasion and negotiation skills to manage a wide range of circumstances.
• A calm, confident and assertive approach when dealing with challenging or sensitive situations.
• The ability to manage conflict and resolve disputes constructively.
• Strong organisational skills and a conscientious approach to your work.
• The ability to prioritise competing demands, manage your time effectively and meet deadlines.
• The energy and drive to deliver excellent frontline services in a pressurised environment.
• The ability to use your own initiative and professional judgement when making decisions.
• Strong analytical and problem-solving skills, particularly when managing complex cases.
• The ability to work independently and contribute positively as part of a supportive team.
• The confidence to facilitate meetings and groups effectively.
• A collaborative approach to working with partners, stakeholders and communities.
• A commitment to equality, diversity and inclusion.
• A flexible and adaptable approach to changes in legislation, regulation, professional standards and service requirements.
• A commitment to maintaining confidentiality and handling personal information appropriately.
• Confidence in using Microsoft Office and other relevant business software systems.
• A commitment to continuous professional development and maintaining up-to-date housing knowledge.
• The flexibility to travel, work across different sites, visit tenants in their homes and undertake lone working.

  Knowledge, Skills and Experience

• Knowledge of introductory and secure tenancies and how these tenancies are managed.
• Wider knowledge of housing law.
• The ability to recognise, understand and apply changes in housing legislation.
• Understanding of the rules relating to adaptations, facilities grants and housing allocations.
• Understanding of customer service values and principles.
• Understanding of equality, diversity and inclusion.
• Understanding of data protection principles.
• At least two years’ experience of housing management and providing support to tenants within a local authority or similar environment.
• Experience of working in a role with a similar level of responsibility.
• Experience of working with a range of partners and communities to develop new and different ways of working.
• Experience of managing conflict and dealing with disputes.
• Experience of meeting deadlines and delivering excellent frontline services in a pressurised environment.
• The ability to prepare reports and communicate information clearly, accurately and professionally.
• Excellent written and verbal communication skills.
• The ability to demonstrate empathy and use persuasion, negotiation and tact in a range of circumstances.
• The ability to use initiative and judgement when making decisions within a housing and support environment.
• Effective time management and prioritisation skills.
• The ability to analyse information, manage cases and make effective problem-solving decisions.
• The ability to facilitate meetings and groups.
• The ability to work independently and as part of a supportive team.
• Excellent communication and interpersonal skills.
• A high level of competence in Microsoft Office and other relevant business systems.
• Education to A-level standard or an equivalent qualification.
• A Level 2 qualification in Housing Legislation, BTEC or an equivalent relevant qualification.
• A Level 4 qualification in Housing Management, a commitment to work towards the qualification, or equivalent relevant experience.
• Evidence of continuous professional development within housing services.
• Full driving licence and access to a vehicle for work purposes