Resident Support Manager

Provide generalist social welfare advice and support that is tailored to individual needs and aspirations with residents being able to choose (as far as possible) –what, how and when support is delivered-liaising with all relevant agencies/organisations as appropriate. • Deliver advice and guidance adopting a needs-led approach to develop solution focused interventions with holistic support assessments and action plans. • Provide advice on immediate resident issues to include full suite of money advice activities (income max/benefits claims/DHPs/grant applications/UC) • Provide rapid support to residents highlighted by income colleagues (and housing colleagues) to reduce arrears and increase residents’ ability to sustainably pay their rent. • Work on complex cases where residents may have additional customer requirements/vulnerabilities, providing tenancy advice and support where resident that is a risk to tenancy sustainment. • Support resident to address fuel poverty by working with the resident to reduce expenditure, switch suppliers and/or claim grants. • Increase household income by providing income maximisation support (e.g. claiming benefits/budgeting) • Identify employment support needs and make active referrals to internal and/or external services to enable the resident to meet their employment goals. • Develop and implement strategies on residents’ cases (e.g. MH and hoarding) before they are dealt with as ASB, addressing underlying issues behind the presenting ASB issues working alongside housing colleagues • Coordination of all relevant internal and external services/support until all identified issues are addressed. • Advocate when appropriate on behalf of residents with other agencies regarding their social welfare rights and other issues limiting their ability to sustain tenancies and live well. • Negotiate with internal and third parties such as statutory and non-statutory bodies as appropriate to resolve residents’ issues (including any rent payments due) • Research and explore options and implications so that clients can make informed decisions. • Demonstrate evidence of actively managing a caseload of residents experiencing multiple and complex barriers to engagement to successfully participate in achieving their personal goals. • Maintain detailed case records with evidence of effective follow up for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation. • Work in partnership to develop customer centred strategies with all relevant internal teams, as well as specialist partners, LAS, Job Centre Plus, statutory and voluntary mental health providers and other relevant organisations to maximise engagement and opportunities for residents to achieve their personal enablement goals-ensuring a joined-up approach for any interventions. • Ensure all relevant issues/barriers that may be affecting residents/customers are identified and utilise internal and external resources to help address –promoting social inclusion and highlight any policy issues affecting residents.

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