Wellbeing Options Coach

About the Role

The role aims to sustain and/or resettle Sutton's residents at risk of homelessness within the private sector, to prevent escalation of homeless applications and reduce the number and length of stay of Sutton's homeless households in temporary accommodation. Residents with uncertain future renting will therefore be best placed to maintain tenancies longer‑term.

Key Responsibilities

• Identify and assess the nature of a client’s enquiry, applying relevant legislation, policies and procedures to make clear, informed and consistent decisions on the appropriate course of action.
• Provide information, advice and guidance to members of the public in complex environments regarding housing options, benefit entitlement, training and employment opportunities and the impact of legislative changes such as welfare reform.
• Use motivational interviewing or other similar intervention techniques to support individuals through a process of personal change that is outcome‑focused.
• Identify risks and assess how they may impact on decisions or customers, taking appropriate action to mitigate against excessive or unavoidable risk.
• Maintain up‑to‑date case records using appropriate IT systems, accurately recording information, advice given and decisions made.
• Build positive relationships and work effectively and cooperatively with others, respecting differences and embracing diversity, challenging inequality and poor behaviour, and acting on feedback.

About You

• Good understanding of housing options and housing legislation, benefit entitlement, training and employment opportunities and the impact of legislative changes such as welfare reform.
• Significant experience of providing information, advice and guidance to members of the public in complex environments.
• Excellent written and oral communication skills, capable of presenting complex information, ideas and arguments clearly and concisely, using communication styles appropriate to different people and situations.
• Ability to understand anxieties, emotions, needs and motivations, and manage expectations through support, negotiation and information provision to achieve the best outcome.
• Experience in motivational interviewing or other similar intervention techniques, demonstrating a customer‑focused attitude, diplomacy, empathy and a desire to resolve issues and find solutions to maximise the options and opportunities available to customers.
• Creativity and continuous innovation to meet clients' needs in new and improved ways, and ability to motivate and support individuals through a process of personal change that is outcome focused.
• Ability to build positive relationships, work effectively and cooperatively with others, respect differences, embrace diversity and challenge inequality and poor behaviour, and act on feedback.
• Accurate and precise record‑keeping, maintaining up‑to‑date case records.
• Recognition of the needs of vulnerable households and appropriate action, including referral to other teams or agencies where complex needs are identified.
• Risk identification and assessment, taking appropriate action to mitigate against excessive or unavoidable risk.
• Demonstrated responsibility for own learning, growth and actions, striving to reach a high level of personal achievement to contribute to the organisation’s success and personal development.

Benefits

• A generous annual leave entitlement of 26‑32 days plus bank holidays (pro‑rata if part‑time working hours apply) depending on service and grade.
• Enhanced maternity, paternity, shared parental, adoption and dependents leave.
• Two volunteering days per year.
• Flexible Working – Smarter Working Scheme (dependent on the role).
• Adjustable and agile working arrangements using Google Chromebooks.
• Learning and development portal offering a range of courses.
• Discounts on a range of local shops, restaurants, gyms and leisure centres.
• Interest‑free season ticket loans.
• Local Government Pension Scheme.
• Bicycle loan facilities and cycle‑to‑work scheme.
• Electric vehicle leasing scheme.
• Confidential health & wellbeing and counselling support.

Equal Opportunities, Diversity & Inclusion

• Sutton is a disability‑confident employer and will interview all disabled applicants who meet the minimum essential criteria for the role.
• All employees are guaranteed the London Living Wage as an accredited London Living Wage Employer.
• The UK has a points‑based immigration system affecting EU and Non‑EU workers and sponsorship requirements. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. We will evaluate sponsorship requests on a case‑by‑case basis.

Criminal Records

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory result to a check of police records via Disclosure and Barring Service (DBS). The DBS helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children. It replaces the Criminal Records Bureau (CRB) and Independent Safeguarding Authority (ISA).