SS26/1006 Emergency Housing Concierge

Human Resources & Development - Form 35 Version 15- Issued October 2022 JOB DESCRIPTION AND PARTICULARS OF APPOINTMENT ▪ Job Title: Emergency Housing Accommodation Concierge ▪ Grade 6 ▪ Directorate: People Where your role fits at Shropshire Council As Shropshire Council we are rightly proud of our achievements and we have proven to be a resilient local authority in our response to the many challenges we overcome, particularly over recent years. We will be continuing this momentum with ambition and a focus on delivering our four key priorities outlined within the Shropshire Plan: Healthy People, Healthy Environment, Health Economy and Healthy Organisation. We are committed to achieving this by aligning everything we do to our vision 'Shropshire - living the best life'; to tell everyone that Shropshire Council is a great place to be. We will enable a skilled, happy, healthy, diverse, inclusive, empowered, and proud workforce that influences and leads change, addressing any inequalities. As a member of the Concierge Team within Shire Services, you will support the achievement of these key priorities, making a real difference to the lives of people in Shropshire. The service prides itself on its commercial approach and ability to effectively compete with the private sector, using Local Authority ethos and values as a unique selling point to both existing and potential clients. Shire Services is the Catering, and Cleaning Team within Shropshire Council operationally managing a concierge service. Overview of your role The Tannery, Barker Street, Shrewsbury, and Coton Hill House, Corporation Lane, Shrewsbury and any other Emergency Accommodation properties, where Shropshire Council Housing Options will be providing emergency accommodation for those at risk of homelessness. The postholder will work in collaboration with the Housing Options Team and Emergency Accommodation Team tasks of providing suitable accommodation runs smoothly and health and safety within the property and surrounding areas are maintained. This post is critical at The Tannery and Coton Hill House the role will fully support the work being delivered by Housing Options and the Emergency Accommodation housing support team. the day-to-day to ensure The postholder will be responsible for providing welcome, general first port of call services when the housing support team are unavailable, deal with service users in a wide range of areas from post handling, property maintenance, security and initial incident handling in emergency situations and recording incidents. This role is expected to develop and promote a proactive, supportive, close working relationship with the Emergency Accommodation team, agents, visitors, contractors, suppliers, to deliver the smooth running of The Tannery and Coton Hill House. A key part of the role is proactive but when required reactive support / response to tenant issues and building needs are required. Who will your manager be and what will you be responsible for? You will be: ▪ Responsible to the Contract Manager who is in turn responsible for the post holder's health and safety, training and development. ▪ Responsible for greeting, signing in and welcoming tenants and visitors to the accommodation, and promoting a supportive wellbeing and environment approach. ▪ Promote an effective and efficient living environment by promoting health and safety to tenants, staff and providing additional limited support alongside the housing support team. ▪ Ensuring all tenants, staff and visitors are aware of the health and safety and security arrangements of the building. ▪ Maintain an up-to-date concierge schedule of all tenant day to day and emergency contacts, ensuring this is current and maintained in line with data protection requirements. ▪ To deal with premises telephone calls, post and deliveries in a positive, organised and appropriate manner. ▪ To liaise with tenants providing updates, information and advice, acting as a conduit cascading and sharing information from others (i.e. agencies, housing options, support staff, contractors) in connection with day to day physical operation of the premises, i.e. warning of fire alarm testing, changes to practices, appointments. ▪ Coordinate and maintain high quality health and safety, security, maintenance, and environment arrangements in line with the policies and procedures of the building. ▪ To ensure security procedures for secure access and the issuing of keys is diligently adhered to. ▪ To continue and manage the emergency arrangements such as disaster planning, fire evacuation drills and welfare procedures. ▪ To be responsible for ensuring the premises are well maintained and presented at all times. ▪ Maintain appropriate records in accordance with policies and procedures as they relate to the building. ▪ Follow and log identified processes for resolution and of maintenance, security and welfare issues. ▪ Ability to offer initial first response in emergency situations following agreed procedures for example first aid and anti-social behaviour. After initial response contact the Housing Options using the correct processes. ▪ Liaise with the Emergency Accommodation Housing Support Team to ensure appropriate approaches are adopted when proactively and reactivity responding to resident concerns / issues. ▪ Ensure regular contact is maintained with the Housing Support Team regarding residents if concerns/issues/change of circumstances have been identified. ▪ To interact and respond to others in consistent, fair and equal treatment for all, promoting the organisations Equality and Diversity policies. ▪ Record, log and provide accurate reports on all aspects of managing the building, such as incidents involving residents, maintenance issues and security and tenancy breaches. ▪ Ensure effective communication with tenants when they move in and out of the accommodation and key fobs are given and returned. ▪ Ensure a robust handover is implemented at the start and end of each shift for Concierge colleagues and the housing support team to ensure consistent and effective 24/7 support is given, ▪ The requirements of this post will change over time as such the post and duties will be under review to ensure it is providing as effective and efficient concierge support to the residents. ▪ Attendance is required at training sessions and briefing events as deemed a requirement for this post. This will include, Health & Safety and briefing events given by external agencies, such as the fire and police services, medical personnel and substance misuse counsellors. What will you be doing? ▪ Work with a wide range of individuals and organisations to respond to building and resident needs. ▪ Support Housing Options and Emergency Accommodation by adapting a supportive proactive approach to tenants' well-being and welfare. ▪ Maintain an effective service and resolve issues relating to maintenance, security, health and safety and welfare issues in accordance with agreed policies and procedures. ▪ Record and report evidence of operational effectiveness. ▪ Offer effective & efficient day to day operations of the building, i.e. post, maintenance, health & safety, and security. ▪ Provide additional 'hands-on' support with clearing and cleaning rooms when tenants leave in preparation for new tenants to move in. These duties are illustrative and not exhaustive. The post holder will be expected to become involved in a range of work to enable the service to respond effectively to the changing requirements of the Council and changes affecting the workforce. What we expect of you You will: ▪ adopt a customer focused approach when delivering your service, ensuring engagement with service users and maintenance of an appropriate personal profile, ▪ act as an advocate for your service and work collaboratively with colleagues across the whole Council to meet the needs of the people of Shropshire, ▪ meet individual, service and personal development targets agreed through the Personal Development Review Process, learn from experience and are committed to continuous improvement individually and as an employee of the Council, ▪ work with colleagues to meet your team's key performance indicators, support a culture of team working and ensure the team functions successfully in support of the Council's corporate and service objectives. ▪ meet the behaviours and competencies adopted by the Council in the way in which they achieve their objectives and carry out their work. What are your conditions of Service The conditions of service are those laid down by Shropshire Council, which have been adopted and amended as necessary from those laid down by the National Joint Council for Local Government Services. You will be based at The Tannery, Coton Hill House, Shrewsbury or at other emergency accommodation provision as required. Your post is subject to the following: ▪ Providing a concierge service for Emergency Accommodation that is provided 24 hours per day, 7 days per week (enhancement paid for Bank Holiday/Twilight hours), ▪ Night and weekend working ▪ Your rota will be: 42 hours per week 12-hour shifts covering both days and nights weekends and bank holidays. ▪ Shifts will be typically 6am - 6pm and 6pm to 6am This post carries eligibility to join the Local Government Pension Scheme. Information about this will be sent with any formal offer of appointment. The appointment is subject to one month's notice in writing on either ...