Assistant Independent Living Scheme Manager

Responsible to:Independent Living Scheme Manager

Responsible for: None

Salary: £27,120 per annum

Contract Type: Fixed-Term (12 Months), Full-Time (37 hours)

*Occasional weekend work may be necessary, and compensatory time off will be provided in such cases

What is the role?

The tenancy department are the face of Silva and have a critical role as the touchpoint for customer relations with area teams working within a defined geography; the Independent Living team supporting our older and more vulnerable customers; and the access & support team co-ordinating the way we let homes and support customers at greatest risk of tenancy failure through the area teams. The tenancy department and our contact department are at the vanguard of our new service offer that focuses on the customer experience, maximises digital services for key transactions, and targets our resources to support those in greatest need and those at greatest risk of tenancy failure. As our Assistant Independent Living Scheme Manager, you will provide a specialist service for customers over the age of 55, living in our designated extra care schemes enabling them to live as independently as possible; and facilitate support for people over the age of 55 in the community.

What will you be doing here?

• You will deliver the service to our designated schemes for customers over the age of 55 ensuring service design and delivery is shaped to support customers to live as independently as possible.
• You will support and deputise for the Independent Living Scheme Manager.
• You will ensure customer well-being via the monitoring of daily checks, handovers to team members and the out of hours service provider.
• You will work collaboratively with other teams, to deliver our strategic objectives as a business.
• You will work with colleagues in the tenancy and revenue department to help to deliver the lettings of our homes, tenancy and income management, handyperson service, aids and adaptations, and catering service, to help customers sustain tenancies and live as independently as possible.
• You will work with partner agencies, such as the community mental health teams, to ensure that customers with complex health conditions or tenancy issues are given the right level of support.
• You will facilitate social activities and events.
• You will complete risk assessments and health and safety checks to ensure compliance.
• You will support the development of good working relationships with local authority partners (particularly in housing and adult social care) as well as health, care and support agencies and groups active in our operating area.
• You will ensure that you are aware of your safeguarding responsibilities and direct referrals to the tenancy team and/or other appropriate authority.
• You will support the digitalisation of services within the Independent Living team and customers living in our schemes as well as support for people over the age of 55 in the community.
• You will look at ways to innovate and improve the customer experience.
• You will ensure that you operate in line with key policies and procedures particularly those relating to health and safety and data protection.
• You will positively support activities that help promote our new culture and behaviours.
• You are available to work out of office hours, weekends and bank holidays to meet the needs of the service and cover at other Independent Living Schemes when requested.
• You will complete support plans for an allocated number of residents to ensure they can manage their tenancies and live independently within the scheme.

Skills and experience

• Very high customer service ethic.
• Excellent understanding of the needs and service requirements of older and other vulnerable people.
• Good partnership working skills.
• Good problem solver and decision maker.
• Excellent inter-personal skills.
• Ability to build excellent internal and external relationships.
• Works with high levels of integrity, confidentiality and respect.
• Good written and oral communication skills.
• Good IT skills and understanding of how digital services can help improve the customer experience.
• Well organised, self-disciplined.
• Flexible and willing to embrace change.