Job profile – Older Persons Housing Officer, Housing Support Services

by The Gateshead Housing Company & filed under About us - find a job.

Grade G

  • Location: As directed
  • Service: Customers and Communities, Neighbourhood Services
  • Line Manager: Older Persons Housing Manager
  • Car user status: Casual

Job purpose

To deliver a comprehensive, customer-focused and responsive sheltered housing service to support older people to live independently in a comfortable, safe environment that promotes social engagement, maximising well being and reducing the negative effects of social isolation and adverse effects of long term health conditions. To provide supervision and line management of the sheltered scheme officer and mobile sheltered scheme officer teams.

The key roles of this post will include:

  • To provide day to day supervision of the dispersed Sheltered Scheme Officer/Mobile Scheme Officer teams ensuring priorities are achieved and key performance targets are met in line with the company’s performance indicators and service standards
  • Undertake staff supervision and annual appraisals in line with the company’s procedures
  • Proactively manage a patch of properties, providing tenancy and estate management services in line with the company’s service standards and values
  • To be the key local contact for sheltered housing to support people to live independently in their home for as long as it is appropriate to do so; including referrals and liaison with adaptation and equipment services, carecall services and home support services
  • To work with customers, other services and a range of partners including Gateshead Council’s carecall service in the provision of quality older persons housing services
  • To work with vulnerable adults, monitor support plans and early intervention services to sustain tenancies in sheltered housing, ensuring safeguarding policies and procedures are followed and appropriate referrals made
  • To proactively manage and investigate reports of nuisance and ASB to prevent escalation. Take appropriate action in each case, working in partnership with other services and agencies to seek a positive resolution
  • Carry out a range of visits to ensure that older people are living in a comfortable and safe environment and appropriate housing advice is given
  • Develop and maintain accurate information and administration systems providing performance information to the Older Persons Housing Manager
  • To help develop older people’s services through customer involvement, liaising with Councillors, Council officers, complaint handling and investigation and liaison with other agencies in order to ensure effective communication and feedback to customers
  • To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues
  • Such other responsibilities allocated which are appropriate to the grade of the post. 




  • 5 GCSEs (at least grade c) or equivalent including Maths and English or relevant experience

Knowledge of:

  • Housing and social care issues
  • Ability to demonstrate a good understanding of equality and diversity and the ability to evidence how this would be displayed within the workplace

Experience of:

  • Dealing with potentially difficult situations
  • Providing support to vulnerable customers
  • Excellent written communication skills
  • Excellent negotiation skills
  • Effective partnership working
  • Managing and prioritising a varied workload
  • Developing and maintaining performance management information 
  • Good organisation and time management skills
  • Working under pressure, meeting targets and deadlines
  • Microsoft Office packages



  • Computer Related Further Education Qualification
  • Professional housing qualification
  • Full driving licence and access to a car

Knowledge of:

  • Appropriate housing related legislation particularly in relation to older peoples services
  • Value for money

Experience of:

  • Displaying a positive “can do” approach
  • Supervising staff
  • Property management
  • Sheltered housing and estate management
  • Tenancy management
  • IT skills including housing related software packages and mobile working
  • Adapting to change
  • Working as part of a diverse and inclusive workforce

Competency definitions

Leading and Deciding


1.1 Deciding and Initiating Action

Takes responsibility for actions, projects and people; takes initiative and

works under own direction; initiates and generates activity and introduces

changes into work processes; makes quick, clear decisions which may include

tough choices or considered risks.


1.2 Leading and Supervising

Provides others with a clear direction; motivates and empowers others;

recruits staff of a high calibre; provides staff with development opportunities

and coaching; sets appropriate standards of behaviour.


Supporting and Co-operating


2.1 Working with People

Shows respect for the views and contributions of other team members;

shows empathy; listens, supports and cares for others; consults others and

shares information and expertise with them; builds team spirit and reconciles

conflict; adapts to the team and fits in well.


2.2 Adhering to Principles and Values

Upholds ethics and values; demonstrates integrity; promotes and defends

equal opportunities, builds diverse teams; encourages organisational and

individual responsibility towards the community and the environment.


Interacting and Presenting


3.1 Relating and Networking

Easily establishes good relationships with customers and staff; relates well to

people at all levels; builds wide and effective networks of contacts; uses

humour appropriately to bring warmth to relationships with others.


Analysing and Interpreting


4.1 Writing and Reporting

Writes convincingly; writes clearly, succinctly and correctly; avoids the

unnecessary use of jargon or complicated language; writes in a well structured

and logical way; structures information to meet the needs and

understanding of the intended audience.


Creating and Conceptualising


5.1 Learning and Researching


Rapidly learns new tasks and commits information to memory quickly;

demonstrates an immediate understanding of newly presented information;

gathers comprehensive information to support decision making; encourages

an organisational learning approach (i.e. learns from successes and failures

and seeks staff and customer feedback).


5.2 Creating and Innovating

Produces new ideas, approaches, or insights; creates innovative products or

designs; produces a range of solutions to problems.


Organising and Executing


6.1 Planning and Organising

Sets clearly defined objectives; plans activities and projects well in advance

and takes account of possible changing circumstances; identifies and

organises resources needed to accomplish tasks; manages time effectively;

monitors performance against deadlines and milestones.


6.2 Delivering Results and Meeting Customer Expectations

Focuses on customer needs and satisfaction; sets high standards for quality

and quantity; monitors and maintains quality and productivity; works in a

systematic, methodical and orderly way; consistently achieves project goals.


6.3 Following Instructions and Procedures

Not challenging authority; follows procedures and policies; keeps to

schedules; arrives punctually for work and meetings; demonstrates

commitment to the organisation; complies with legal obligations and safety

requirements of the role.


Adapting and Coping


7.1 Adapting and Responding to change

Adapts to changing circumstances; tolerates ambiguity; accepts new ideas

and change initiatives; adapts interpersonal style to suit different people or

situations; shows an interest in new experiences.


8. Enterprising and Performing


8.1 Achieving Personal Work Goals and Objectives

Accepts and tackles demanding goals with enthusiasm; works hard and puts

in longer hours when it is necessary; seeks progression to roles of increased

responsibility and influence; identifies own development needs and makes

use of developmental or training opportunities.