Out-of-Hour Emergency Service for households who are at risk of homelessness outside of standard operating times. Out of Hours emergency housing options telephone service.

Description

Oldham Council require a Provider to operate a Statutory Out of Hours Homelessness Service for our residents The support currently provided by the Council covers 'normal working' hours however access to appropriate support and advice is required 24 hours, 7 days a week, 365 days a year. The out of hours service is a telephone-based service, where residents who need emergency help and support with regards to homelessness outside of usual office hours (Mon — Fri 9am — 5pm) can telephone the dedicated number. The out of hours service operates from 5pm to 9am Monday — Thursday and from 5pm Friday — 9am Monday. Please note the service operates 24 hours through Saturday and Sunday and bank holidays. This totals 128 hours per week not including bank holidays, the number of bank holiday hours totals 192 per annum. The Provider is required to 'triage' the telephone calls to determine if the household(s) are homeless that evening or not. If the household(s) is not homeless that evening, details of the household should be taken and referred back through to the Homelessness Team to make contact the next working day. If the household(s) is homeless that night then the Provider will be expected to undertake a mini assessment to establish if the household(s) are eligible for assistance, homeless that evening and there is reason to believe they have a priority need. If the household(s) meet the threshold prescribed by the Council, then the telephone operator must secure temporary accommodation for that household using the Council's temporary accommodation framework. It is then the Provider's responsibility to place the household into the accommodation. The Provider must then notify the Council of the placement and the Council's Homelessness team will pick up the case for full assessment the next working day. All calls must be handled in a professional and courteous manner ensuring all enquiries are dealt with in an efficient manner. The Provider will be expected to keep up to date records of any customer contact using the Council's systems, training of which will be provided. At the end of every shift the Provider will be required to complete a detailed handover document, the format of which will be agreed prior to the commencement of the contract. Staff are required to have knowledge and experience in the sphere of homelessness and in particular temporary accommodation and housing needs. Staff are also required to effectively signpost residents to relevant organisations to support in the wrap around care package. It is desirable but not essential that staff undergo and hold up to date DBS checks. The Provider will be expected to attend monthly monitoring meetings with the Council along with reports, the format of which will be agreed prior to the commencement of the contract. Any complaints would be handled by the Council using the Council's complaints procedure. The Provider is required to notify the Council of any complaint and provide customer details

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