Senior Housing with Support Manager

Senior Housing with Support Manager
Nottingham
32,690
About Us:
Metropolitan Thames Valley Housing is dedicated to the vision that "everyone has a home and the opportunity to live well." We work collaboratively to create sustainable and vibrant neighbourhoods, providing homes for over 120,000 residents. Join us in achieving People Powered Living!
Overall responsibility
The Area Manager for Later Living Services is responsible for up to 800 geographically dispersed units of accommodation split between Category 1 age designated accommodation, Category 2 sheltered accommodation and leaseholder/shared ownership accommodation. Properties may be centred around community provision, in blocks or dispersed.
The post holder will recruit, train, lead, manage and support a team of site-based colleagues and will be responsible for all aspects of operational activity to include:

• Improving key performance around quality assurance, occupancy, debt, ASB management, customer engagement, complaint handling, safeguarding and compliance (list not exhaustive).
• Contribution to and delivery of the later living strategic plan at a local level and drive a continuous improvement culture whilst maintaining a focus on colleague competency and wellbeing.
• Raising customer voice and encouraging input to help shape services at a local level and building relationships with key stakeholders to support that delivery

• Making sure local service delivery is compliant with all regulatory, statutory, and internal governance/policy requirements.

Colleague Management
Customer Care

• Develop and maintain local multi-agency links for the benefit of customers and MTVH and use these to deliver efficient, co-ordinated services to customers.
• Understand the frameworks in place to support customers at risk and use these effectively.
• Work in partnership with all areas of the business and external providers to provide appropriate support for vulnerable customers.
• Manage complaints effectively, using strong customer and communication skills to resolve complaints at the first stage.
• Develop and maintain local relationships with key local stakeholders, and respond to enquiries from MPs, Councillors and other stakeholders relating to local issues.
• Feedback and engagement with customers on areas such as changes to Service Charges, Planned Works, Service Delivery? own the patch!
• To participate in any response to an emergency situation.

Estate Services

• Be the lead for tenant and resident associations and any other estate or block resident forum, coordinating the input and performance of other internal and external performance areas to deliver a satisfactory outcome for residents and MTVH.
• Represent MTVH at local meetings and events with customers and stakeholders, and act as the public face of MTVH in the local area, and support the work of the Regional Panel.
• Take the lead on managing the local environment, working with customers, contractors and stakeholders to ensure that the environment meets service standards and customer expectations.
• Accountable for regular estate inspections and regular monitoring of service contracts including cleaning and grounds maintenance, acting to drive up standards of our partner contractors.
• Building productive and positive relationships with the accountable people for the contract management in different areas of the business.
• Report and monitor communal repairs reported during an estate inspection, escalating as necessary.
• Manage parking issues
• Conduct non-technical, health and safety checks on a regular basis and report any failures through the designated system, ensuring that remedial works are subsequently carried out

Tenancy Management
Manage complex tenancy and lease related issues, including succession, mutual exchange, assignment of tenancies.
Deal with service charge queries as required having a good local knowledge of the delivery of services and costs
Tenancy Enforcement

• Take the lead on managing ASB cases in your assigned area, drawing in the support of the specialist Tenancy Enforcement team where needed.
• Deliver a robust approach to tenancy and estate management, including a clear and decisive approach to tackling fraud and subletting.
• Work with the central income team to manage arrears up to a defined limit including resident visits, referral to money advice and pre court action.
• Ensure tenants and leaseholders comply with the terms of their tenancy and lease agreements, undertaking investigations for allegations of anti-social behaviour, and undertaking tenancy and lease enforcement through formal warnings and the legal systems where necessary, including preparing cases for presentation to court.

Lettings Management

• Support colleagues managed to conduct viewings of empty properties with new customers and complete new tenancy sign ups.
• Make sure pre tenancy termination and mutual exchange visits for all properties in the area take place as required, referring to the Property Directorate where appropriate.
• Ensuing settling in visits to ensure the well-being of new customers and refer to internal support agencies take place.
• Liaise with internal teams to promote the efficient management of empty properties.

Budget Management
Recruitment, management, and professional development of Housing with Support Managers and ensuring resources are effectively deployed within their area of responsibility

• Accountable for the Sheltered Housing Service reporting on and meeting internal and external KPI?s

• Working with business development to bring on line new initiatives to improve the offer to our customers, colleagues and commissioners.

• Manage relationships with customers, internal departments, managing agents, lease tenants, leaseholders and organisations providing support under an agreement with Metropolitan and follow up actions where required.

• Lead services by example, adhering to business standards, policies, processes, and procedures.

• Embed a positive safeguarding culture across their specified locality and manage complaints and incidents across their specified locality ensuring that policy and process have been followed.

• Contribute to the management of the service income and expenditure budgets effectively, to meet contract and business requirements, maintaining excellent standards of service delivery.

Personal Competencies:

• Flexibility to meet the needs of the customers.
• Ability to remain assertive yet respond sympathetically and with understanding to customers in relation to often highly personal and distressing matters
• The ability to self-direct, manage and prioritise workload.
• Ability to lone work in the community and as part of a team.

Skills/Knowledge/Experience:

• A competent manager and task supervisor who has the ability to inspire teams to achieve the very best through instilling a performance supportive culture
• An affinity with the work of the care & support sector with a proven ability of meeting the needs of older people living independently within a community setting.
• An excellent communicator to your customer audience, presenting care and support issues in a user friendly manner.
  • financial acumen to manage budgets
  • Good written and verbal communication skills.
    • Ideally have experience of working at a ?Supervisory/Management? level in an organization specifically with regards to people management.

• Awareness of Adult safeguarding and Child protection procedures and responsibilities.
• Basic IT Literacy

General Responsibilities:

• To understand and comply with MTVH?s safeguarding, safety and compliance policies, procedures and processes and support a positive safeguarding, safety and compliance culture across the organization.
  • Actively and effectively promote the organisations corporate values of Care, Dare, Collaborate. Role modelling appropriate behaviours and acting with the highest level of professionalism and integrity.

• Play an active role in contributing to effective cross team working and provide cover for colleagues as required.
• To maintain confidentiality with personal information and data regarding our customers, employees and stakeholders at all times ensuring compliance with the Data Protection Policy.
• To comply with MTVH?s Health and Safety policies, procedures and processes and to promote health and safety compliance for all.
• To act at all times within MTVH?s policies, procedures and code of conduct and uphold MTVH?s commitment to Equality and Diversity

This profile only contains the main accountabilities relating to the job and does not describe in detail all the duties and tasks required to carry them out. You may be required to perform any reasonable tasks comparable with the level of responsibility at the request of your manager. MTVH reserves the right to alter the content of this job profile to reflect changes to the organisation or the services it provides.
Please note :- we do not currently offer visa sponsorship.
What?s in it for you?
Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
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