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jobs description

Job description

Please note, we, Zetec Services Limited are an agency working in partnership with the YMCA for this role

This is an office based role working Monday - Friday. no hybrid working

We have two positions available. Please state when applying which working hours you would prefer. The 2 positions are either (8am-4pm) OR (12pm-8pm)

YMCA is an independent charity that is affiliated to the YMCA movement. We work across some of London's most deprived boroughs in Islington, Harringay, Tower Hamlets, Newham, Barnet and Hackney as well as the City of London. Over 600,000 young people call our area of London home.

The housing project currently provides short term temporary accommodation for single homeless vulnerable young people aged 18 to 35 from a variety of backgrounds including: offending, mental health, domestic violence and alcohol & drug abuse. The accommodation project is open 24/7 – 365 days a year.

Job Purpose:

The aim of this post is to provide a direct housing and... support needs service to vulnerable young people aged 16–35. This post will assist young people to move on to independent living by providing quality information, advice and guidance service providing benefit support to prevent rent arrears or build up arrears, budgeting and life skills support, thus embedding a psychological informed environment. This post requires close working with a range of agencies such as Floating Support, Housing Services, Housing Benefits and Children Services.

Duties and Responsibilities

Housing Needs
• To ensure interviews, assessment and move-in with potential residents are carried out within the prescribed time limits and that the resident once accepted, is fully and carefully inducted into YLCAN.
• To conduct needs and risk assessments of residents, develop outcome-focused support plans with residents and complete all relevant move-in tasks as assigned by management.
• Provide liaison and advocacy support for assigned key residents, ensure support plans and RAs are kept up to date.
• Co-operate with external agencies and stakeholders to ensure that the wider, holistic needs of residents are met.
• Ensure all incidents and complaints are reported and dealt with in line with organisations processes.
• To be the main source of benefit information, advice and guidance to residents.
• To conduct regular meetings using the Outcome Star with assigned caseload of young people to address: rent, license agreement, IA & G, resident involvement, life skills and move-on options.
• To make referrals to relevant agencies to ensure young people’s housing and support needs are addressed including access to Floating Support or Chaplain.
• To be accountable and ensure all complaints, incidents of anti-social behaviour and harassment are fully investigated and dealt with and take appropriate enforcemen action to ensure effective resolution including legal remedies where necessary.
• Where required, to carry out pre-void inspections, arrange re-letting works, obtain nominations, assess applications and complete new licence agreements
• Working closely and cooperatively with the maintenance team, ensure that repairs are reported in a timely manner
• To actively source and manage move-on opportunities for residents with housing providers and complete move-on referrals accordingly.
• Take lead to correctly and promptly administer all relevant documentation for the effective and efficient functioning of the housing team.
• Support the team in implementing the ‘For Youth’ accreditation and embedding a psychological informed environment.

Support Needs
• Provide a welcoming environment, providing support in settling new residents into the accommodation, support in maintaining the licence, developing domestic/life skills, developing social skills/behaviour management, advice, advocacy and liaison.
• Support in managing finances, budgeting and benefit claims, emotional support and general counselling, support in gaining access to other services, support in establishing social contacts and participation in activities in conjunction with the ETE Worker and Activities Strategy.
• Update relevant notes and risk assessments, support plans and day-to-day actions with the prescribed database and keep all client information up to date. Set up and maintain relevant, key residents’ files as directed as per policy and guidelines.
• To work with the Rent team to manage, feedback and report on all aspects of housing management arrears and income for your allocated residents. To engage with the Income team to deliver an effective service. Collect cash in accordance with cash handling procedures.
• To manage all aspects of anti-social behaviour for your allocated residents, this can include attending ASB panels and producing and delivering warning letters.

Health and Safety: Safeguarding
• Provide support in establishing personal safety and monitoring of health and well-being for residents. Provide support in maintaining the safety and security of the project, advice and support in relation to repairs and improvements to the project.
• Ensure that residents are aware of health and safety, security, policies and procedures. Deal with health, safety and security issues raised by staff members or residents, adhere to and support residents in understanding the procedures for reporting abuse or neglect. Report concerns of abuse and neglect issues to management.
• Ensure that residents are aware of the organisation’s Complaints Procedures and deal with complaints from residents in line with company policies and procedures.
• Update relevant client key working notes, risk assessments, support plans with day-to-day actions in the prescribed database and to keep all client information up to date. To set up and maintain relevant key client files as directed by management.

External Agencies
• To build and maintain good working relationships with external agencies to benefit the support needs of the residents (including referral, workshops, move-on, education, training and employment opportunities.

Licence Agreement
• Carry out effective induction programme for new residents ensuring accurate assessment and identified areas for ongoing license sustainment in line with the Housing Needs Site Lead.
• To help residents maintain their license agreements by providing licence agreement sustainment guidance including budgeting skills, arrears, housing benefit, income support/job seekers allowance and anti-social behaviour.
• To manage relations and negotiations with residents ensuring that issues are addressed promptly, fairly and constructively, and ensure they comply with their licence agreements.

Income Maximisation
• To work proactively with the residents to minimise rent arrears.
• To actively manage rental income and manage any arrears for an assigned caseload of residents within the target set by the Housing Manager.
• To reach agreements to reduce arrears with residents and initiate remedial action accordingly, in line with YMCA London City and North policies and procedures.
• Inform the RSC of any circumstances that may impact upon successful rent collection

Regulatory Standards and Compliance
• Ensure all residents have the opportunity to shape and influence service delivery in relation to housing management in accordance with Tenant Services Authority guidelines.
• To carry out risk assessments and health and safety inspections, taking appropriate action to comply with legal and local authority regulations and standards.

Foyer Reception Operations
• To manage the front reception when required to do so.
• To ensure the common areas are tidy at all times.
• To manage bookings for meeting rooms.
• To manage any admin duties including reporting of any maintenance concerns and gym memberships.


To perform the job successfully, an individual should demonstrate the following competencies:
• Judgment - Displays willingness to make decisions, responds compassionately to residents while maintaining appropriate and professional boundaries, exhibits sound and accurate judgment, supports and explains reasoning for decisions, includes appropriate people in decision-making process.
• Planning/Organizing - Prioritizes and plans work activities, uses time efficiently, plans for additional resource needs, sets goals and objectives, develops realistic action plans.
• Innovation - Displays original thinking and creativity, meets challenges with resourcefulness, generates suggestions for improving work, and develops innovative approaches and ideas.
• Tenacity and thoroughness, with the ability to solve practical problems and deal with a variety of situations.
• Deadline and solutions oriented with the ability to handle multiple competing priorities and wide variety of responsibilities.
• Team player who can roll up their sleeves and get involved in everything from big projects to mundane, simple tasks.
• Not easily frazzled and strong time management skills during busy and slower periods throughout the day.

Person Specification
• It is essential that you have NVQ Level II or equivalent in Housing, Information, Advice & Guidance or Youth work or equivalent.
• It is essential that you have Knowledge, understanding and awareness of issues faced by young people
• It is essential that you have Knowledge and an understanding of the psychological informed environment approach.

• It is essential that you have At least one year’s experience of working in the housing sector
• It is essential that you have Experience of working in a psychological informed environment

Ability and skills
• It is essential that you have Ability to dealing with challenging behaviour in a calm and constructive manner, in particular with people that have compex needs.
• It is essential that you have Ability to form supportive relationships with service users always maintaining professional boundaries
• It is essential that you have Excellent communication skills (verbal and written)
• It is essential that you have Ability to work constructively as a member of a team and within a multi-agency framework
• An organised approach to work and good administrative and IT skills

Job Type: Full-time

Pay: £27,986.00 per year

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Life insurance
• Referral programme

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Application question(s):
• Do you have an NVQ Level II or equivalent in Housing, Information, Advice & Guidance or Youth work or equivalent? Please state here what qualification you have ?
• Do you have Knowledge and an understanding of the psychological informed environment approach, if so how many years do you have working with what age group?
• How many years experience do you have working in the housing sector?
• How many years experience do you have working in a psychological informed environment?
• What experience do you have in dealing with challenging behaviour in a calm and constructive manner, in particular with people that have complex needs?
• Are you have evidence for right to work UK?
• This is an OFFICE based position. Can you commute to EC1Y 8SE, between Monday to Friday. Working hours are starting at 12pm-8pm?
• What is understanding of safeguarding, please answer in detail?
• How determine a safeguarding concerns ?
• This is an OFFICE based position. Not working from home. Can you commute to EC1Y 8SE, between Monday to Friday. Working hours are; starting at 10am - 6pm?

Work Location: In person
London UK


Apply - Housing Options Officer YMCA London