Operations Manager – Homeless Prevention (AR)

Job Details

ROLE PURPOSE:

Leadership and management of the Homeless Prevention and Housing Allocations Teams for residents in need of housing advice, housing allocation & housing assistance.

The post-holder will be responsible for proactively leading a service delivering advice and statutory assessments on housing options and preventing homelessness. They will be responsible for the effective management of the council’s allocation and re-housing services, including maintenance of the housing register and transfer list and resolution of accepted homeless cases to ensure the service is responsive to client needs within available resources ensuring agreed team plans and performance targets are delivered.

The operational service delivery will be consistently accurate, flexible and responsive to client needs within available resources ensuring agreed team plans and performance targets are delivered and that a culture of putting our residents first and continuous service improvement is maintained.

The post-holder will be responsible for leading and contributing to the delivery of strategic improvements to the service and other corporate, cross-cutting priorities, as required to deliver corporate priorities. This includes working closely with social care services to support the move-on of families to suitable accommodation, leading on cross-service strategies and understanding the impact of housing decisions on other key service areas.

1. People Management

• To be responsible for the selection, development and performance of the Homeless Prevention and Housing Allocations Teams in line with the Council’s HR policies.
• To ensure all team members receive the appropriate level of communication to maintain engagement with the Council’s vision, priorities and activities.
• To lead an effective team and service
• To represent the service and Council at a range of public and internal forums, actively seek to improve the council’s service delivery and provide a cohesive and efficient service to colleagues, Hillingdon residents and stakeholders.
• To implement and embed relevant policies, strategic actions and objectives within the operation of the team, identifying opportunities to improve performance, promoting modern and professional service delivery, expanding good practice and actively targeting weaker aspects of the service to improve.
• To challenge, manage and resolve poor performance where it exists within the team.

2. Customer Management

• To manage and deliver the range of panels available to enable key groups to access suitable housing and support, ensuring consistency and transparency in decision making.
• To be responsible for the management of the service delivering a professional, responsive and individualised service to Hillingdon residents requiring housing advice.

3. Operational Service Delivery

• To be responsible for the effective operational delivery of key frontline services, including a timely, high quality casework management service and customer-focussed contact arrangements. This will include developing and implementing clear procedures and professional standards to achieve excellence in day-to-day service delivery.
To lead and be accountable for all aspects of the housing register & housing allocations functions, ensuring applications are processed and assessed within agreed time scales and housing allocations are made within agreed policies and procedures
• Work closely with other service teams, including the Corporate Fraud Team to ensure that verification processes are robust to ensure that decisions for the allocation of housing are made by the team based on clear evidence and operate in an environment of strong management oversight and governance.
• Be an expert lead and source of advice to Members and Chief Officers in the Council on homelessness and provide quality advice and information to senior managers, Councillors and government departments in respect of performance and policy developments related to housing needs, homelessness and housing advice. This will include the production and presentation of reports to Members and attendance at meetings of Council committees, as required.
• To be responsible for and actively review and manage all aspects of service delivery in regard to Housing Act 1996 P6&7.
• Be responsible for placing households into emergency accommodation, where required, including households for social care services.
• To participate in reception and late duty rotas (outside office hours) as required to ensure that all customers approved for emergency accommodation are placed on the day
• Be responsible for and proactively manage the housing allocation process to minimise void/ re-let times. Develop and implement creative strategies to reduce re-let times in council housing and temporary accommodation.
• To be responsible for ensuring the application of systems to provide assurance that standards are met in own area.
• To actively lead the team setting up, chairing and managing meetings and forums where required.
• Manage and lead the service team by analysing and using data reports to set team specific targets, to monitor performance and evaluate progress and identify case risks which require mitigating action.
• Be responsible for ensuring consistent and effective case recording.
• Be knowledgeable and up to date with housing legislation, policy, procedures, case law and Codes of Guidance to ensure statutory requirements are consistently met.
• Ensure that robust systems are in place for monitoring and evaluating expenditure across the service area, in order to protect the Council’s financial position and comply with internal financial regulations as well as those imposed by statute and external agencies. This will include actively shaping the business planning process of the service.
• To communicate clearly and effectively with staff, customers and their representatives, Elected Members, colleagues and other third parties around all aspects of the service delivery and linkages with other areas, promoting a widespread understanding of the service and its capacity in order to manage stakeholders expectations and agree realistic outcomes and goals.
• Represent the service at meetings, case conferences and on committees/bodies as required, including the Local Safeguarding Children’s Board, Safeguarding Adults Board, MAPPA meetings and Care Leaver panels.
• To provide quality advice and information to senior managers, Councillors and government departments in respect of performance and policy developments related to housing needs, homelessness and housing advice. This will include the production and presentation of reports to Members and attendance at meetings of Council committees, as required.
• To lead and be responsible for detailed investigations into the background of complaints and complex Members Enquiries and ombudsman enquiries to understand the facts in each case and identify any gaps or failings in service delivery. Ensure corporate standards are met consistently, including complaints and Members Enquiries.
• To effectively deal with complex cases, including complaints, MP and Member Enquiries and undertake judicial reviews of Council decisions. This includes attending Court on behalf of the Council in complex judicial review cases and liaison with professional legal agencies.

Housing Options and Move-On
• Be responsible for providing advice on a range of housing options, including low cost home ownership which promotes self-service, independence and prevents homelessness.
• To be responsible for proactively managing case work to move clients on from temporary accommodation into longer term suitable and sustainable accommodation which effectively fulfils the Councils statutory duties.
• Responsible for ensuring that suitable housing solutions are delivered to residents consistently, including those with complex housing needs. This includes reducing the use of temporary accommodation and developing creative solutions to achieve this, including consistent use of the Social Housing Allocations Policy and the Private Rented Sector (PRS).
• To develop and maintain effective relationships with private sector landlords, local managing and lettings agents and owners of empty properties in order to secure use of privately rented properties for households in housing need in the Borough.
• To support the active promotion of the Council’s full range of procurement options at landlord forums, trade events and one-to-one meetings and contribute to the design and content of promotional materials.
• To engage with the Housing Register and Allocations Team, Adult Social Care and Children’s Services to deliver a seamless service.

Homeless Prevention
• To be responsible for proactively managing case work who are at risk of homelessness to effectively fulfil the Council statutory duties and resolve their homelessness.
• Where required, be responsible for undertaking more detailed investigations into cases and resolve complex issues including carrying out independent reviews and appeals within the terms of part VII of the Housing Act 1996. Ensure statutory requirements are always met.
• Be responsible for building effective working relationships with Adult Social Care, Children’s Services, other Council services and external housing and support partners to deliver a seamless service, where appropriate. Have an understanding of the various social care legislative requirements as they affect housing.

Umbrella Day Rate – £375.75