Gem Dixon

Key Skills & Competencies Outcome of the Role

Placement & Case Management

• Assess housing needs and arrange emergency and temporary accommodation placements in line with statutory duties.
• Manage a caseload of clients experiencing homelessness, ensuring timely placements and ongoing support.
• Conduct suitability assessments to ensure accommodation meets individual and household needs.
• Coordinate transfers between accommodations due to risk, medical needs, or suitability concerns.

Property & Provider Management

• Source and procure suitable accommodation from private providers, negotiating rates and availability.
• Maintain relationships with accommodation providers and external partners to ensure consistent supply.
• Ensure all properties meet health, safety, and compliance standards, including certification and inspections.
• Carry out property inspections and monitor quality, addressing issues promptly.

Legal & Compliance Duties

• Ensure all placements comply with relevant housing legislation (e.g., Housing Act duties and Section 188/193 placements).
• Issue formal documentation including offers of accommodation, suitability letters, and cease of duty notices.
• Maintain accurate records on housing systems and ensure data protection compliance.

Client Support & Communication

• Act as a key point of contact for clients, providing clear guidance on housing processes and expectations.
• Manage challenging situations, including complaints, safeguarding concerns, and anti-social behaviour.
• Liaise with internal teams (housing, social services, income teams) and external agencies to support clients effectively.
• Ensure all communication is timely, professional, and accurately recorded.

Administration & Systems

• Update housing systems with placement details, case notes, and documentation.
• Manage dashboards, tracking placements, cancellations, and transfers.
• Process housing benefit documentation and ensure financial records are accurate.
• Contribute to reports, audits, and performance monitoring.
• Strong understanding of homelessness legislation and housing processes
• Excellent organisational and case management skills
• Ability to work under pressure and manage high-volume workloads
• Strong communication and interpersonal skills
• Problem-solving and decision-making ability
• Experience working with vulnerable individuals and safeguarding awareness
• Ensure vulnerable individuals are housed quickly, safely, and appropriately
• Maintain high standards of accommodation and service delivery
• Support the council in meeting statutory housing duties and performance targets
• Ensured safety by routinely patrolling and conducting security checks.

• Manage properties, ensuring tenancy compliance and resolving tenant issues.
• Conduct inspections, coordinate repairs, and address rent arrears.
• Provide housing advice, resolve disputes, and maintain records.
• Strong communication and conflict resolution skills.
• Knowledge of housing laws and property management.
• Organizational skills and IT proficiency.
• Oversee daily operations of rental properties, including tenant screening.
• Manage rent collection, repairs, budgets, and lease agreements.
• Ensure compliance with health and safety standards.
• Strong organizational and problem-solving abilities.
• Familiarity with landlord-tenant laws and property management tools.
• Financial management and customer service expertise.
• Support tenants at risk of losing their homes, offering tailored advice.
• Liaise with external agencies and help tenants access benefits.
• Conduct home visits and resolve disputes.
• Empathy and understanding of tenancy laws and social housing.
• Strong communication and problem-solving skills.
• Knowledge of community resources and support services.
• Allocate properties, conduct viewings, and manage tenancy agreements.
• Monitor rent accounts and pre-tenancy checks.
• Maintain records and resolve tenancy issues.
• Knowledge of lettings legislation and strong organizational skills.
• Excellent customer service and IT proficiency.

• Handling emergency placements.
• Client placement and transfers.
• Procuring and managing properties.
• Drafting and issuing suitability and warning letters.
• Ceasing duty and updating the Human Resources.
• Conducting property inspections and related documentation.
• Ensuring property compliance and managing specific housing facilities.
• Overseeing the Temporary Accommodation Team.
• Allocating and managing emergency and temporary accommodations.
• Ensuring compliance with housing legislation.
• Directing staff and handling performance evaluations.
• Inspecting properties and managing risks.
• Facilitating service improvements and ensuring data quality.
• General administration, including managing inboxes, cancellations, and queries.
• Supporting property acquisitions and compliance checks.
• Maintaining spreadsheets, records, and other documentation.
• Taking minutes at team meetings and managing meeting schedules.
• Supporting staff handling aggressive or problematic tenants.

• Provide advice on making a claim.
• Collect accurate information and documents for a claim.
• Guide policyholders on the claim process.
• Organize immediate help after an incident.
• Identify reasons for partial payments.
• Contact approved professionals for property repairs.
• Monitor claim progress.
• Claims Administration: Manage the administration of the organizational claims process efficiently ensuring smooth and accurate handling.

• Handling client contacts via phone, email, or in-person visits.
• Log client contact in the appropriate system (Dynamics or H-CLIC).
• Determine the nature of the inquiry (general, emergency, or referral).
• Respond within 4 hours or prioritize emergencies for same-day handling. Conducting homelessness assessments to determine eligibility and housing needs.
• Open a homelessness case in H-CLIC.
• Complete the initial assessment form based on client-provided information.
• Verify details such as address history, tenancy agreements, or eviction notices.
• Prioritizing emergency cases (e.g., clients homeless on the same day):
• Escalate the case to the emergency duty officer or Targeted Advisor.
• Contact the client immediately to arrange support or accommodation. Log all actions and follow up with next-day assessments if needed.
• Enter comprehensive notes after each client interaction.
• Include documents reviewed, stakeholders contacted, and decisions made.
• Update the case status as actions progress or complete.
• Review legal definitions of homelessness and eligibility criteria.
• Verify supporting documents (e.g., ID, Section 21 notice).
• Confirm eligibility and record findings in H-CLIC.
• Consult with the client to understand their situation and goals.
• Draft a PHP, detailing reasonable and recommended actions.
• Share the PHP with the client via email or hard copy and log in the system.
• Use the vulnerability assessment tool to evaluate special needs.
• Record findings and consult with colleagues if unclear.
• Escalate priority cases for further support.
• Identify cases requiring specialist intervention.
• Book appointments using the Google Calendar or assign via the rota.
• Notify the advisor and client about the referral details.
• Contact relevant parties to verify client claims (e.g., landlords for tenancy status).
• Document conversations and agreements in H-CLIC.
• Follow up as needed to confirm resolution or progress.
• Log referrals received in the ALERT system or designated email folder.
• Follow referral protocols, including arranging appointments or emergency responses.
• Notify clients and referring agencies about the next steps.
• Log into ALERT to access referrals.
• Create a triage case in H-CLIC and initiate preliminary assessments.
• Record the outcome and notify relevant parties of updates.
• Inform clients about their housing options and local connection rules.
• Recommend preventive measures (e.g., negotiating with landlords or accessing deposit schemes).
• Update the client's PHP with these actions.
• Verify eviction notices or circumstances with all parties.
• Mediate to extend notice periods or arrange temporary housing.
• Refer cases involving violence or harassment to specialist advisors.
• Monitor case progress on H-CLIC dashboards.
• Issue decision letters (e.g., S184) for duty changes.
• Close or transition cases based on client eligibility and resolution status.
• Request and review all necessary documentation from the client.
• Validate documents using checklists or with assistance from colleagues.
• Scan and upload verified documents into H-CLIC or Dynamics.
• Draft letters using templates provided in the system.
• Review the letter content for accuracy and compliance.
• Send the letter to the client via email or post and log it in the system.
• Check the status of tasks and cases on the H-CLIC dashboard daily.
• Update completed tasks and identify pending actions.
• Inform clients of progress or any additional requirements.
• Discuss available housing and support options based on client circumstances.
• Recommend specific services or agencies for additional assistance.
• Document advice given and follow up if required.
• Identify relevant resources and programs for the client.
• Assist with applications or referrals to these services.
• Track progress and update PHPs accordingly.
• Explain housing policies and procedures clearly to clients.
• Provide written guides or FAQs if available.
• Answer client questions and ensure they understand their responsibilities.