Job Description: Tenancy Sustainment Officer
Responsible To: Tenancy Sustainment Team Leader
Responsible For: N/A
Location: Dublin
Contract: Full Time Permanent
Job Description: Community Safety Officer
Responsible To: Anti-Social Behaviour Team Leader
Responsible For: N/A
Location: Dublin
Contract: Full Time Permanent
About Us:
Tuath Housing has provided safe, secure and affordable housing since 2006. A lot has changed over the years, but our values remain the same. In partnership with Key Stakeholders, our main focus is on delivering more quality homes to more people and providing an outstanding Customer experience to our 27,000 residents.
Working with Tuath Housing is different because we make a difference. We maintain and develop our team of dedicated, motivated, and authentic people through focused training and career development.
If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.
Our People and Culture:
Our employees benefit from a positive working culture, learning and development opportunities, and an extensive benefits package which includes:
24 days annual leave
Attractive salaries commensurate with experience
Pension scheme, bike-to-work scheme and a wellness allowance
Career development opportunities and a study aids scheme
Access to an Employee Assistance Program
Flexible working and an excellent work-life balance package
Tuath Housing are accredited with the Silver Award from Investors for Diversity and are committed to promoting a diverse and respectful workplace reflective of all cultures, nationalities, backgrounds, genders, members of the LGBTQ+ community and people from traditionally marginalised backgrounds. We are committed to creating and maintaining a workplace where all colleagues can be their most authentic self.
Tuath is committed to embedding environmental, social and governance (ESG) considerations into every aspect of the business, and to implementing a business plan that emphasises social responsibility throughout our operations. We strongly believe in the importance and value of working in partnership with our many stakeholders to deliver more homes to more people, creating communities across the country. By tracking Tuath's ESG achievements, we can lead the way in making the affordable housing sector in Ireland more sustainable; and by having a positive environmental and social impact Tuath will also deliver better results to our residents, our employees, and the wider community.
If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.
Job Summary:
As Tenancy Sustainment Officer you will be responsible for ensuring that customers can sustain their tenancies through prevention, early intervention with targeted support from yourself and relevant agencies.
You will support the customer to maximise their income through welfare benefits and grant funding to
support effective money management.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.
KEY RESPONSIBILITIES (Functional):
1. To maximise benefits through correct identification of entitlement of existing and prospective customers.
2. To manage your daily workload to deliver and efficient and effective Tenancy Sustainment Service ensuring a positive outcome for individuals and families.
3. Receive referrals from customer-facing colleagues and make judgements to restrict case work to a
manageable level, providing targeted information and support where appropriate.
4. Supporting customers with budgeting, reducing their rent arrears, and accessing specialised
support services as required.
5. Proactively manage customer contact to complete welfare benefit assessments via inbound and
outbound calls, text messages, other digital channels, or a face-to-face service, for identified
customers, including progressing applications, revisions and appeals on behalf of the customer to
maximise benefit entitlement.
6. Deliver welfare benefits advice in a proactive and targeted manner, taking account of good practice
in the field.
7. Assess, analyse, and solve complex issues in the delivery of Welfare Rights. Prepare and present
cases to the appropriate statutory bodies, tribunals, and courts where appropriate.
8. Work closely with Income Collection Team to minimise arrears particularly due to affordability and budgeting issues which can include no take up of benefits, overpayments and sanctions and focusing on priority debts,
9. Undertake personal development and training to keep up to date with developments in housing
and welfare legislation to deliver best practice.
10. Develop targeted benefit take-up campaigns to target areas of need
11. Identify and refer appropriate cases onto other specialist providers e.g. debt counsellors as well as
internal support services.
12. Develop links with other service providers voluntary and statutory, and maintain good working
relationships, maximise income, cover costs and extend provision actively promoting Tuath.
13. Ensure the HMS is updated with full and accurate case management records and provide
monitoring information as required.
14. Respond flexibly to any necessary changes in work priorities and undertake other duties when
required to support the effective operation of the service.
Line management responsibilities
15. Ensure our customer's voice is heard by supporting service improvements because of customer intelligence, feedback, and insight
16. To provide information including statistics on Tenancy Sustainment activities as required.
17. Work collaboratively with external stakeholders, including community groups, local authorities, and other housing associations.
18. Represent Tuath Housing at conferences, meetings, network events in relation to Housing Associations and Tenancy Sustainment.
19. Keep Tuath's website and social media platforms up to date with Tenant Engagement information, contribute to internal and external publications and provide statistical data, information, and testimonials for annual reports.
KEY RESPONSIBIITIES (Organisational):
20. Provide input into the Operational plans.
21. Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
22. Provide statistical data, information, and testimonials for annual report.
23. In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
24. Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
Health and Safety Responsibility
25. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy.
26. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues
are aware of and adhere to any specific instructions and use personal protective equipment where
required.
Ensure that team members are aware of any risks associated with their role, adhere to any specific
instructions, and use personal protective equipment where required.
This job description is not definitive or restrictive and will be subject to periodic review
