Resident Welfare Manager
Mears Housing Management is a successful business within Mears Group PLC, having grown in 5 years to a nationally based management business with 12,000 homes and contracts with 50 Local Authorities and Central Government. We house many people in housing need who would otherwise be living in costly and inappropriate accommodation and as such we have a strong social pursue in everything we do. Our red thread runs through everything we do and we want people who share our values to help us continue to deliver customer focused services and innovatively push the boundaries of the sector. We empower our people to lead by example, taking ownership and responsibility to work to the best of their abilities and effectively collaborate with colleagues and partners to exceed the expectations of both clients and customers.
We are proud of the services we provide and with ambitious plans to continue this rapid growth, we are looking for Resident Welfare Managers to join our North East Team. This is a great opportunity within our Housing Management business, following the success of the Asylum Accommodation and Support Contract win.
This role forms part of the front line delivery to our service users who may potentially be vulnerable or have a special housing need. Your role is to ensure service users are assessed at various stages, support needs identified and these are followed through and met. The role also includes partnership and collaborative working with colleagues, external agencies, third parties and charitable organisations to support community cohesion targets.
You will work closely with Housing Managers to ensure Service Users have access to the right support to integrate into the local community. You will ensure safeguarding is at the heart of the service and escalating any concerns. Accurate record keeping and following processes will be key to success along with your ability to build rapport with Service Users in order to deliver a great service.
As a Resident Welfare Officer you duties will include -
- Responsibility to assess, record and plan welfare and support needs for each client assigned to you.
- In line with Mears Equality, Diversity and Inclusion policy, delivery of welfare and support services to our service users ensuring a tailored approach to meet individual needs whilst being culturally aware and sensitive of circumstances.
- Delivery of welfare and support services to ensure full contractual compliance and successful outcomes of all Key Performance Indicators and service delivery targets.
- Delivery of service through sign posting, direct referral, liaising with other agencies/organisations.
- Develop and build relationships with other support and service providers within region.
- Management and mitigation of service user well- being risk and escalation in line with policy and procedure.
- Delivery of service to ensure safeguarding and welfare are fully considered in line with processes.
- Maintaining boundaries and being resilient to ensure a professional and well define service is provided to meet the needs of the service users.
- Working collaboratively with Housing Managers to deliver a seamless service in meeting the individual and property needs of all our service users.
- Delivery of performance and service reporting as requested by line manager, escalating all risks and concerns to ensure full resolution
This role comes with a Car as you will be expected to work across the North Tyneside area. This role does include some occassional call out, out of hours work. This operates on a rota basis.
At Mears, we recognise that our people are our greatest asset and as such we believe this is an exciting opportunity for an exceptional professional to make a real difference to customers, communities and the people they lead.
What are we looking for?
This role forms part of the front line service team who are delivering to a vulnerable client group. Safeguarding and promoting the welfare of people is paramount and an essential part of the service delivery. You must have the ability to take an individualistic culturally appropriate approach to each service user will be required. You will also have -
- Demonstrable experience of working in a similar based role
- Experience of working with vulnerable and diverse client groups
- A qualification in support or mental health work services
- Ability to identify individuals and family need and recognise the required support packages to maintain independence
- To communicate effectively with colleagues and clients.
- Ability to work under own initiative.
- You will be supportive, trustworthy, a good listener, approachable and empathetic to others by nature aswell as being patient, open, able to think on your feet with a strong desire to help others
- Full UK Driving License
- Ability to understand differing cultures and change approach to achieve best outcome
- Commitment to put the customer at the heart of the service to deliver a great user experience to a diverse client group
- Process driven candidates with great attention to detail and meticulous record keeping evidenced by maintaining accurate information on IT systems
- Continuous service improvement - this is a new contract and we need to be open to sharing best practice to ensure we have the right processes and resources in place
- Performance culture and collaborative working in order to effectively manage and escalate risk
As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.
If this sounds like you, then we want to hear from you. CLICK on apply and we look forward to receiving your details.