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- Substantial and relevant experience of interviewing/holding difficult conversations with members of the public, including those with challenging behaviour.
- Demonstrate an understanding of legislation relating to homelessness, and an ability to interpret and apply changes in legislation, policies, procedures to working practices.
- Experience of working with other organisations and the voluntary sector in a professional capacity to achieve positive outcomes.
- Excellent interpersonal & communication skills (particularly written), with the ability to converse with citizens and provide complex information in accurate spoken English, or through a BSL interpreter AND the ability to present information in a clear & logical manner and convey difficult messages in an empathetic manner. Â
- Excellent negotiation, mediation, and conciliation skills to achieve effective understanding between individuals and groups with potentially conflicting objectives.
- Experience, ability and willingness to work under pressure as a member of a team but also to work on own initiative.
- The ability to think critically and apply analytical and problem-solving skills to identify the main components in complex problems and assess options.
- Able to demonstrate understanding of equity, diversity and inclusion
- Experience of managing casework and/or multiple tasks through an efficient, flexible, and well organised approach to work, with the ability to prioritise and make decisions to ensure that target deadlines are met.
- Have a working knowledge of business and teamworking applications, e.g., Microsoft 365 or equivalent, including email, word processing, spreadsheet, browser, team collaboration applications, and have a willingness to learn new applications and technology as required.
- Investigate & assess applications from single people & families that present to the service as homeless or at risk of homelessness to decide on and fulfil the council’s statutory duties.
- Co-ordinate and proactively manage a caseload of citizens in housing need and work with them to resolve their housing difficulties, including those that may have complex needs and referring to appropriate services where necessary.
- Apply high standards of customer service, critical thinking and a problem-solving approach when working with vulnerable citizens, tenants, landlords & colleagues, to achieve positive housing outcomes for those with housing need.
- Provide authoritative advice and information to tenants and landlords on statutory rights and tenancy law.Â
- Promote a range of housing initiatives/options to prevent & relieve homelessness, and for homeless households, consider alternative options to the use of temporary accommodation.
- To identify and actively facilitate mediation and conciliation opportunities between citizens and third parties, to prevent homelessness.
- Secure appropriate accommodation & support services for citizens in housing
