Housing Services Coordinator

YMCA Black Country Group
12 Jul 2017
10 Aug 2017
Contract Type
Full Time
Job Description

Job Title: Housing Services Coordinator

Location: YMCA Black Country Group Housing and Support service locations primarily based in Dudley.

Responsible to: Deputy Head of Housing

Responsible for: All housing services staff

Working Hours: 37.5 hours per week. Due to the nature of the post evenings, weekends and Bank Holidays work will be necessary. There will also be a requirement to be on-call.

Remuneration: £22,500 per annum, Simply Health, Life Insurance, Gym Membership

Annual Leave: 210 hours per annum.

Background: YMCA Black Country Group is a group of YMCA charitable companies & associated trading subsidiaries operating in the Black Country and South Staffordshire area. The charity employs around 200 staff across several sites, delivering a wide range of community services including supported housing, youth work, childcare and family support, drug and alcohol support interventions, skills and employment training, health and well-being services, and work in prisons.

YMCA BCG is part of the worldwide YMCA, a Christian Movement, founded on the Paris Basis, uniting Christians who motivated by their faith in Jesus Christ, wish to unite their efforts to extend the Kingdom of God. Its social programmes, meet the needs of many local communities of all faiths and none, which forms part of the fulfilment of this mission.

The majority of YMCA BCG staff are not practicing Christians, but understand that they work for an organisation with a Christian ethos and values, and that these will be reflected in and through the activities that they run.

Job Role: To be operationally responsible for all aspects of the housing service and to take a proactive approach to resolving issues. To ensure the provision of high quality day to day housing management functions of the YMCA’s housing stock in Dudley. This includes, but not exclusively, the letting, management, maintenance, administration, rent collection and provision of housing services including support.


Access to Housing

1. To ensure that all accommodation is let and all applicants are interviewed according to the lettings policy. To work with referring partners to accept referrals who are in need of supported housing.

2. To interview all applicants and carry out the appropriate needs, support and risk assessment and checks before offering accommodation.

3. To promote, advertise and market the housing in the appropriate media to maximise the occupancy and attract suitable applicants.

4. To liaise with housing staff regarding empty rooms and their availability to maximise occupancy.

5. To sign all Licence Agreements on behalf of the YMCA and ensure reviews take place.

Collection of Charges

6. To be responsible for controlling the rent accounting system, maximising all income and reducing arrears and ensuring all records are accurate and up to date and reconciled with the associations main accounts on a regular basis.

7. Liaise with Housing Benefit staff to ensure the Service Level Agreement terms are being met

8. To ensure all financial and administrative duties are undertaken, including petty cash, banking, processing purchase orders and ensuring sufficient supplies are readily available to staff to conduct their roles effectively.

Housing Management Services

9. Liaise with Housing Benefit Office, Employment Services, Social Services, Probation Services and other authorities as necessary in relation to housing management.

10. Ensure that residents are compliant with and kept fully informed and consulted on matters affecting their Licence Agreement.

11. Coordinate the administration of resident’s terminations, ensure exit interviews are completed and analyse results.

Provision of Support

12. Ensure the delivery of person centred support for customers living in our supported housing units.

13. Ensure that customers’ needs are monitored appropriately and that personal progression is recorded.

14. Enable the support staff team to proactively engage customers in a range on 1-1 and group interventions enabling them to address their needs and respond to crisis.

15. Enable the team support staff team to proactively engage and empower customers to attend group sessions focused at addressing their complex needs.

16. To ensure that all Safeguarding Concerns are recorded and action taken where required.

17. To ensure that we remain contract compliant.


18. To ensure that repairs and cleaning of the buildings are carried out promptly to a high standard, and are cost effective within agreed procedures. Regular visits to the housing sites is essential to inspect the properties and get feedback from the residents.

19. To assist the Deputy Head of Housing in developing a Cyclical Maintenance Programme then monitor and provide periodic reports on its progress.

Staff Development

20. To line manage the housing services staff providing supervision, support and personal development.

21. To coordinate and chair staff meetings as necessary.

22. Sustain positive team work and maintain high motivation levels amongst staff.

23. Manage the staff rota ensuring there is sufficient staff on all shifts in line with the service specifications.

Health and Safety

24. To be the responsible person for the Housing Service as per the Responsible Persons Plan;
• Ensuring the cleanliness of the location
• Presentation Standards
• Ensuring the maintenance of the location including the physical building
• Out of hours maintenance
• Budgetary Control
• Redevelopment management
• Lone working
• Security of premises
• Key holder/Emergency contact responsibility

25. Ensure all new staff receive Health and Safety awareness as part of their induction.

Performance Management

26. Monitor service against KPI’s reported quarterly to the Deputy Head of Housing taking action against poor performance.

27. To be the budget holder for the Housing Services, monitoring project expenditure to ensure compliance with forecast budgets, identifying efficiency’s where possible and being accountable as per the finance procedures.

28. To work with the Trust and Foundations Coordinator to identify resources to enable the delivery of support and additional services.


29. Prepare statistical and other reports as required by stakeholders or as requested by the Deputy Head of Housing.

30. Review paperwork, policies and procedures and systems used with the housing services to improve services and ensuring best practice.

31. Promote the aims and purposes of the YMCA and ensure projects are actively engaged in the YMCA Movement. This includes facilitating and participating in fundraising and awareness raising campaigns including Sleep Easy.

32. Participate in Housing Staff meetings and other housing related meetings with residents and stakeholders as required.

33. To represent the association at agreed external meetings and report back to the Deputy Head of Housing.

34. To deputise for the Deputy Head of Housing as requested and be “on call” as required on a rota to provide 24 hr telephone support to housing staff. You may have to attend site out of hours when on call.

35. Carry out work responsibilities in line with the Association’s policies and procedures including safeguarding, equality and diversity, staff development and ensuring the health and safety of self and others at all times.

36. Liaise effectively with external agencies and bodies including local faith groups and benefactors to enhance the service provided to customers.

Person Specification

Housing Services Coordinator

Experience of Desirable Essential
Working with and identifying the needs of homeless people √
Minimum of 3 years’ experience of property management particularly lettings and rent collection. √
Maintaining confidentiality with client information √
Managing an effective staff team/ service √
Ability to work effectively with resident’s complaints, concerns and queries. √
Strong analytical skills and the ability to maintain accurate records. √
Ability to maintain professional boundaries √
Be able to work unsupervised and as part of a team √
Proven ability to Implement and oversee robust financial and operational procedures √
Effective project management √
A range of problem solving skills. √
Able to research and use appropriate information sources within and outside of the organisation √
Proficient in ICT( word, spread sheets and development of databases ) √
Excellent oral and written communication skills at all levels √
Excellent administrative and accurate record keeping ability – providing information as required to deadline. √
Educated to degree level or equivalent √
A Housing Management qualification such as a Chartered Institute if Housing or equivalent. √
Qualified to NVQ Level 4 in Information Advice and Guidance or equivalent √
Knowledge and understanding of tenancy conditions and seeking possession. √
Knowledge and understanding of the regulatory regimes and statutory requirements for housing providers. √
Knowledge of substance misuse and mental health issues in relation to young people and homelessness √
A good understanding on issues affecting vulnerable & homeless people √

Personal and Interpersonal Qualities
Ability to foster effective relationships with a range of diverse agencies and professionals. √
To communicate effectively electronically, verbally, in writing and via telephone √
Effective interpersonal skills and ability to cope with challenging behaviour √
Able to communicate confidently and tactfully with disaffected staff √
Able to influence senior managers and other key decision makers √
Ability to deal with regular interruptions and able to change priorities of team and self on a regular basis √
High level of self-motivation √
Ability to work flexible hours √
Maintain and observe conditions of health and safety √
The ability to work in a non-judgemental way √
Be committed to the YMCA’s Equality and Diversity Policy. √
Willingness to develop within the job and undergo relevant training √
To be in sympathy with the Christian Ethos and values of YMCA Black Country Group * √
Ability to respect the Christian Ethos of the YMCA and uphold its values. √
Full clean driving licence and ability to travel between sites. √
Current first aid qualification √
* A Genuine Occupational Requirement in accordance with the Equalities Act 2010