Job Description: Tenancy Sustainment Officer
Responsible To: Tenancy Sustainment Team Leader
Responsible For: N/A
Location: Dublin
Contract: Full Time Permanent
Job Summary:
As Tenancy Sustainment Officer you will be responsible for ensuring that customers can sustain their tenancies through prevention, early intervention with targeted support from yourself and relevant agencies.
You will support the customer to maximise their income through welfare benefits and grant funding to
support effective money management.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.
KEY RESPONSIBILITIES (Functional):
* To maximise benefits through correct identification of entitlement of existing and prospective customers.
* To manage your daily workload to deliver and efficient and effective Tenancy Sustainment Service ensuring a positive outcome for individuals and families.
* Receive referrals from customer-facing colleagues and make judgements to restrict case work to a
* manageable level, providing targeted information and support where appropriate.
* Supporting customers with budgeting, reducing their rent arrears, and accessing specialised
* support services as required.
* Proactively manage customer contact to complete welfare benefit assessments via inbound and
* outbound calls, text messages, other digital channels, or a face-to-face service, for identified
* customers, including progressing applications, revisions and appeals on behalf of the customer to
* maximise benefit entitlement.
* Deliver welfare benefits advice in a proactive and targeted manner, taking account of good practice
* in the field.
* Assess, analyse, and solve complex issues in the delivery of Welfare Rights. Prepare and present
* cases to the appropriate statutory bodies, tribunals, and courts where appropriate.
* Work closely with Income Collection Team to minimise arrears particularly due to affordability and budgeting issues which can include no take up of benefits, overpayments and sanctions and focusing on priority debts,
* Undertake personal development and training to keep up to date with developments in housing
* and welfare legislation to deliver best practice.
* Develop targeted benefit take-up campaigns to target areas of need
* Identify and refer appropriate cases onto other specialist providers e.g. debt counsellors as well as
* internal support services.
* Develop links with other service providers voluntary and statutory, and maintain good working
* relationships, maximise income, cover costs and extend provision actively promoting Tuath.
* Ensure the HMS is updated with full and accurate case management records and provide
* monitoring information as required.
* Respond flexibly to any necessary changes in work priorities and undertake other duties when
* required to support the effective operation of the service.
* Line management responsibilities
* Ensure our customer's voice is heard by supporting service improvements because of customer intelligence, feedback, and insight
* To provide information including statistics on Tenancy Sustainment activities as required.
* Work collaboratively with external stakeholders, including community groups, local authorities, and other housing associations.
* Represent Tuath Housing at conferences, meetings, network events in relation to Housing Associations and Tenancy Sustainment.
* Keep Tuath's website and social media platforms up to date with Tenant Engagement information, contribute to internal and external publications and provide statistical data, information, and testimonials for annual reports.
KEY RESPONSIBIITIES (Organisational):
* Provide input into the Operational plans.
* Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
* Provide statistical data, information, and testimonials for annual report.
* In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
* Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
Health and Safety Responsibility
* To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy.
* Ensure all appropriate health and safety risk assessments are in place and making sure colleagues
* are aware of and adhere to any specific instructions and use personal protective equipment where
* required.
* Ensure that team members are aware of any risks associated with their role, adhere to any specific
* instructions, and use personal protective equipment where required.