Resident Pathways Officer

Resident Pathways Officer
Permanent Contract

Location:

Multiple Sites

Responsible to:

Site Lead - Residents Pathway

Responsible for:

N/A

Grade:

Grade C

Hours:

35 hours per week to be worked on a shift rota basis covering
Monday to Sunday

Annual leave:

33 days per annum (inclusive of public holidays)

Other Benefits:

Pension scheme, interest free season ticket loan and a free
confidential telephone counselling.

Context
YMCA London City and North (YLCAN) is an independent charity that is affiliated to the
YMCA movement. We work across some of London's most deprived boroughs in
Islington, Harringay, Tower Hamlets, Newham, Barnet and Hackney as well as the City
of London. Over 600,000 young people call our area of London home.
Young people are at the centre of all we do. Our vision is for a society where they are
equipped to create a future of their choosing. We collaborate with them so that they
make informed choices through access to accommodation, youth services and
community engagement.
Over 150 years we have helped tens of thousands of young people. Today, at any one
time we accommodate over 400 young people who are experiencing homelessness
and we positively impact the lives of thousands.
Our core values include mutual respect for individuals with different cultures, beliefs,
and perspectives; encompassing diversity and inclusion; equality of opportunities and
accessibility.
Our services for young people and communities in London also include Youth Hubs,
Community Outreach and Childcare. Our Crouch End and London Marathon Fitness
Centres provide a strongly community orientated, inclusive gym environment, where
people support each other to achieve their fitness goals. Our Harringay Club provides
a gymnastics and dance facility for children and the Tarling Road Community Hub is an
estate-based resource for all members of the community.
The housing project currently provides short term temporary accommodation for single
homeless vulnerable young people aged 18 to 35 from a variety of backgrounds
including: offending, mental health, domestic violence and alcohol & drug abuse. The
accommodation project is open 24/7 – 365 days a year.

Job Purpose:

The aim of this post is to help the housing team to provide a quality front desk service
for YMCA, acting as the main point of contact; ensuring you fulfil the needs and
requirements of our residents. This post will assist the Housing Options Officers in
taking rent payments, answering the telephones in a polite and professional manner,
providing basic information, advice and guidance, helping young people to call
external agencies, thus embedding a psychological informed environment.
Duties and Responsibilities
Resident Engagement
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To support the facilitation of the Residents involvement plan, in conjunction
with the ETE Worker, and working with them to supervise, develop and
implement a holistic programme of activities and encourage and promote
resident participation.
To support the ETE activities worker, volunteers and residents to deliver high
quality learning and development programmes.
Provide and update a calendar of events to ensure residents are fully aware of
planned activities and to promote engagement and participation.
Supervise the use of ETE facilities and resources, and ensure activities such as
the HUB, training room, garden area and other available spaces are used
appropriately.
Support the development and delivery learning programmes with external
bodies who have relevant expertise and opportunities.
Be aware of opportunities to involve residents and signpost to them relevant
activities for engagement and to evaluate the success of the resulting
involvement activity. This would be achieved by actively promoting the
opportunities available to residents to become involved with both internal and
external activities in line with the ETE engagement strategy.

Housing Tasks
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Ensure all incidents and complaints are reported and dealt with in line with
organisations processes.
To assist Housing Team with benefit information, advice and guidance to
residents.
To support Housing Needs Workers with 1-2-1 key working sessions
To support Housing Team in making referrals to external agencies to ensure
young people’s support and housing needs are addressed.
To assist with investigations of incidents of anti-social behaviour and take
appropriate enforcement action to ensure effective resolution including legal
remedies where necessary. This includes viewing CCTV footage to bring incidents
to a swift resolution.
To assist Housing Team with carrying out pre-void inspections, arrange re-letting
works, assess applications and complete new licence agreements
To ensure the timely processing of new residents as directed in order to achieve
void turnaround target
Working closely and cooperatively with the maintenance team, ensure that
repairs are reported in a timely manner
To be responsible for a small caseload as a secondary keyworker
As directed, to correctly and promptly, administer all paperwork and
computerised necessary (including updating database systems (Inform), filing
and maintaining current, ex-residents and referrals files) for the effective and
efficient functioning of the housing team.

Reception Tasks
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You will act as the main point of contact for all YLCAN stakeholders, always
creating a positive and professional impression and fulfilling residents, catering
and conference users, contractor and visitor’s needs.
Greet all customers and assist them accordingly and in a professional manner.
Answer telephones promptly and professionally making sure that the caller
receives correct information. Handle queries and complaints appropriately.
To manage any admin duties including reporting of any maintenance concerns
and gym memberships.
Carry out all bookings, sales and administration procedures accurately.
Ensure the front desk area is always kept clear and tidy.
Ensure access control is adhered to at all times.
Implement the YLCAN cash handling procedures to ensure an effective, efficient
and well monitored operation.
Maintain a thorough knowledge of all YLCAN activities, facilities and services
provided.
Ensuring the first aid box is accurately replenished
Handing out hoovers/irons to residents
Opening doors when residents lock themselves out
Issuing fob keys to residents
Support the team in embedding a psychological informed environment.

Customer Service
• Takes personal responsibility for exceptional customer service behaviour,
ensures service delivery is in line with internal policies in a friendly manner.
• Use good listening skills to build rapport and establish credibility with colleagues,
residents, contractors and external stakeholders
• Interacts well with people, shows commitment to working in partnership within
a team and demonstrate a wiliness to go the extra mile.
• Shows commitment to working with external & internal partners, customers and
service users to maintain good working relationships
• Seek to understand the need of the customer/client and works to promote a
culture that values equality and diversity to deliver services with equal access.
• Works as part of a team, actively follows up on enquiries, requests and
complaints
• Honest and straightforward and treats everyone with fairness, respect and
professionalism
• Seeks to receive feedback on individual approach from customers and colleagues
• Ability to identify any difficulties and confident to provide recommendations for
improvement
External Agencies
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To build and maintain good working relationships with external agencies to
benefit the support needs of the residents (including referral, workshops, moveon, education, training and employment opportunities.

Licence Agreement
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To assist Housing Workers carrying out effective move-in induction programme
for new residents ensuring accurate assessment and identified areas for ongoing
license sustainment in line with the Housing Manager.

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To assist residents, maintain their license agreements by providing licence
agreement sustainment guidance including, arrears, housing benefit, income
support/job seekers allowance and anti-social behaviour.
• To help manage relations and negotiations with residents ensuring that issues
are addressed promptly, fairly and constructively, and ensure they comply with
their licence agreements.
Income Maximisation
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To work proactively with the residents to minimise rent arrears.
To assist the Rent Coordinator in managing rental income and any arrears for
residents.
• Inform the Rent Coordinator of any circumstances that may impact upon
successful rent collection
Regulatory Standards and Compliance
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To assist residents to have the opportunity to shape and influence service
delivery in relation to housing management in accordance with Homes and
Community guidelines.
To assist Housing Workers carrying out risk assessments and reception health
and safety inspections, taking appropriate action to comply with legal and local
authority regulations and standards.

GDPR and Data Protection
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Maintain the integrity of the personal data; protect personal data from breaches
and maintain the confidentiality of personal data.
Report any data breaches promptly to your line manager.

Other
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Follow the robust monitoring procedures as guided by the Housing Co-ordinator.
To represent the organisations at various relevant external forums and meetings.
Maintain a thorough knowledge, and work within all YMCA London City and
North’s Policies and Procedures (i.e. Code of Conduct, Child Protection and
Safeguarding and Health & Safety policies & procedures, and appropriate
government policies.
Maintain a thorough knowledge of current housing legislation and welfare
benefits.
Undertake other duties commensurate with grade and status.
Attend regular supervision and other personal development activities (training
events and occasional overnight).
To provide cover at any YMCA London City and North site for holiday or
sickness within the housing department.

Environment
Unsocial hours
The nature of post is such that a set shift system is in operation and unsocial hours are
worked during weekday and weekends.
1. Scope and limits of authority
• Administration information systems (manual and computerised) and in
particular Amis and referrals, current and ex-resident files.
• The processing of all monies received at reception.

Resident Pathways Advisor – Person Specification
Knowledge and Qualifications
Has a NVQ Level II or equivalent in Housing, Information, Advice & Guidance or
Youth work or equivalent.

Desirable

Knowledge, understanding and awareness of issues faced by young people

Essential

Knowledge of:

Desirable

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Health and safety provisions and requirements in a residential project
Current housing legislation –welfare benefits

Knowledge of customer services standards and procedures

Desirable

Knowledge and an understanding of the psychological informed environment
approach.

Desirable

Has an understanding of adolescent development

Desirable

Experience
At least one year’s experience of working in the housing sector

Desirable

Minimum of one year’s experience of working with young people

Desirable

Experience of working in a client facing role

Essential

Experience of working in a psychological informed environment.

Desirable

Money handling experience

Desirable

Abilities and Skills
Ability to form supportive relationships with service users always maintaining
professional boundaries
Willingness to work flexibly in response to changing organisational requirements

Essential/De
sirable
Essential

Excellent communication skills (verbal and written)

Essential

Ability to work constructively as a member of a team and within a multi-agency
framework

Essential

Excellent customer care skills and telephone manner

Essential

Basic IT skills

Essential

An organised approach to work and good administrative skills

Essential

Enthusiasm and ability to work using own initiative

Desirable

Skilled in dealing with people with complex needs

Desirable

Ability to dealing with challenging behaviour in a calm and constructive manner

Desirable