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From the frontline – Emma Salt
Emma Salt, older people’s services co-ordinator at Your Housing Group, talks about enhancing customers’ lives
What does your job involve?
I’m based at a retirement living scheme and part of my role is as the scheme manager.
I also manage a local sheltered scheme and a community alarm service that enables people to live independently in their own homes for longer.
I oversee everything from building compliance checks, housing applications and re-letting, to the finance accounts for the alarm service.
How did you get into the sector?
I’ve worked for Your Housing Group for nearly 17 years.
I started on the reception desk and then I applied for a secondment to general needs housing. I also had the chance to work on the repairs help desk. I applied for the role in the careline department about 10 years ago.
What’s the best thing about your job?
Enhancing customers’ lives, whether that’s by offering someone a property that transforms their life or giving an older person greater independence and peace of mind through the private careline alarm.
I’ve seen residents cry with relief when they move in to our retirement living scheme.
And the worst?
Some days can be very demanding, and I feel like my to-do list doubles and I don’t accomplish anything. But I accept days like this, as I’m there for the customers and sometimes I need to deal with on-the-spot issues.
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What is your dream job?
To be a counsellor. People can experience extreme highs and lows, trauma, and bereavement – and everyone needs a little help from time to time. I’d like the ability to help people to cope and enjoy their lives.
What does a good day look like?
Getting results. This can range from back-to-back lets, to our careline alarm highlighting a ‘high user’, which is someone who presses their pendant many times.
My team then signposts into safeguarding and this can result in our customer getting the help they need.
How about a bad one?
It’s sad to see residents struggling with illness, being admitted to hospital and then being in and out of care.
What’s the first thing you’d do if you became prime minister?
I’d grant older people more funding and support. Care assessments shouldn’t be done on the phone. People should be visited and have their needs assessed correctly.
What’s the most private thing you’d be willing to admit to your colleagues?
For as long as I can remember I’ve had a crush on Rick Astley and Phillip Schofield.
