CONTENTS
INTRODUCTION…………………………………………………………………....3
Housing Options Links…………………………………………………………...3
Main Tasks of Housing Options Officer…………………………………..…...4
What is a case?
Case Management
Note Taking………………………………………………………………………….5
Providing Advice & Assistance………………………………………………….5
Delivering a full service……………………………………………………………6
Approaches…………………………………………………………….…………....7
ONLINE SYSTEMS………………………………………………………………….8
Easybook appointments
Qmatic appointments
USING NORTHGATE……………………………………………………………….9
PHONE DUTY – Contact Centre……………………………………………...….9
Information Links…………………………………………………………………10
OUTCOME/DECISION LETTERS……………………………………………….10
CONDUCTING INTERVIEWS…………………………………………………….11
INITIAL ENQUIRIES……………………………………………………………….11
Section 21
COMMUNICATING WITH LANDLORDS……………………………………….11
Family & Friends Exclusion…………………………………………….….……12
Domestic Violence
Claims & Possessions Orders
Bailiff Warrants…………………………………………………………………...13
PROPERTY & LANDLORD ISSUES……………………………………….…..13
Disrepair
Illegal Eviction
Harassment
Landlord Disputes
MORTGAGE ADVICE…………………………………………………….….…..14
YOUNG PEOPLE………………………………………………………….….…..14
NPRS Cases……………………………………………………………….….…..15
SINGLE HOMELESS……………………………………………………….….…15
EMERGENCIES………………………………………………………………..….16
Fire & Flood
Homeless on the day
CASES FOR MONITORING…………………………………………….….…....16
BHP & Social Service Booking
ALLOCATED CASES……………………………………………………….....…17
Section 198
Hospital Discharge
Prison Discharge…………………………………………………………………18
INTRODUCTION
The Housing Options Team deals with all housing needs enquiries and approaches. The team seeks to work proactively with customers to prevent homelessness and to identify and access suitable housing solutions. Where unable to prevent homelessness cases are progressed to a Part VII homelessness application.
This paper sets out how Options Officers will manage the process around interviews to all callers to Housing Options within the Housing Needs Service.
HOUSING OPTIONS LINK SERVICES
In order to complete enquiries and provide a holistic service to customers, it is sometimes necessary to contact and/or refer to other internal and external services.
Below is a list of the main services associated to Housing Options which include other teams in the Housing Needs Service, other council services and external agencies who are better placed to deal with some of the customer’s specific needs.
There will be some others which you will come across in address particular areas of needs while dealing individual clients.
The main tasks of Housing Options Officers are:
1. To provide advice & assistance to all callers
2. To deliver a full service in preventing homelessness and offer range of housing options
3. To complete enquiries and reach decisions on applications made under Part VII of the
Housing Act 1996 amended by Homelessness Act 2002 and Localism Act 2011
4. To maintain a relationship with the customer through regular contact via email, telephone
and face to face, until their case is completed
What is a case?
Cases should be opened in each of the following circumstances:-
· Any interview where detailed housing advice is given (face to face or phone)
· Enquiries which require some follow up
· Where a previous case is closed after advice given or decision issued but client has a different enquiry
· Allocated Cases
- Before opening cases, search Northgate/EDM for any previous cases, which are still open.
- Check information previously given. If the query is the same or no change in circumstances and last case was recent, do not open a new case, just enter details of conversation on most recent case.
- New cases must be opened in either of the circumstances listed above, whether at reception or on the phone, and maintained accordingly.
Each case will be retained and managed by the officer, but must be completed within 7 days
Any cases not completed must be bought to the attention of the Senior Practitioner (SP).
The SP will conduct regular case reviews with each officer, to give guidance and advice.
They will also identify and note a clear pathway for each case.
Case Management
Good case management is fundamental to the administration of the service we provide to our customers. Each officer is responsible for their own cases management with regular supervision via case reviews with the Senior Practioner.
Cases should be set up on Northgate in every circumstance where detailed housing advice is given. Initial advice cases to be set up as ENQ and where homeless issues are identified then as HOU_ADV
While on duty; all case enquiries which cannot be completed on the day to be taken to back office, as discussed with duty senior and closed within 7 days
NOTE: All cases where Claim/ Possession Order (PO) have been issued and case opened should be progressed to Part VII in preparation for bailiffs and booking admin completed prior to eviction date with at least 48 hours’ notice. Officers are to ensure booking process is followed and all relevant documents are on file.
Case Notes
· Case notes must be entered on EDM in a professional manner i.e. no text language or unknown abbreviations
· Must be understandable, detailed and current
· Must be entered on the system after every contact as may have to be produced to the clients, a third party or in court
· Templates must be completed as part of the interview and entered on case file on EDM
· Templates must be structured and contain all relevant information, including address history, for assessing the case
· Templates can be used and issued as an outcome of interview to the customer, providing they have detailed information from the interview
· Copy of HOUSING Interview Template (Phones).docx - Also use for advice only case.
· HOUSING OPTIONS Full Interview Template PART VII.docx
· Original documents from the client will be scanned during or as soon after the interview as possible and marked as ‘from original’ where relevant
· The original document must be returned to the client
Providing Advice & Assistance
Options officers are expected to provide the following functions in each new case:
· Identify the nature of the enquiry - Ask relevant questions pertaining to enquiry, clarify areas relevant to client’s enquiry
· Gather basic information to evidence the enquiry - Follow sections on template in interview. Collect documents or make phone calls for evidence. Issue letter to return with documents within 48 hours Documents Required June2013.doc
· Copy of HOUSING Interview Template (Phones).docx - Also use for advice only case.
· HOUSING OPTIONS Full Interview Template PART VII.docx
· Execute prevention measures - Call landlord – can they remain, can contract be extended, any rent issues that can be resolved, is s21 valid? Discuss Localism, private sector housing outside the borough and Welfare Reform. Also incentive schemes
For exclusions - Call excluder – why excluding, can they remain, can you use mediation services to resolve issues, book a visit to confirm circumstances. Discuss Localism, private sector housing outside the borough and Welfare Reform. You may need to issue 28 day letter to client and excluder
· Deliver appropriate, accurate information and advice to the client on any options associated to their enquiry - Offer relevant options available, issue information pack. Explain private rented outside borough
· Conduct a needs assessment - Is there any vulnerability, medical issue, special needs requirements. Issue assessment forms. Make referrals to appropriate service e.g. Start Plus, Care & Support
· Input data on systems and write relevant accurate notes (Clear and concise EDM notes, structured notes on template, collected addresses over last five years, identify last settled address)
· Diagnose the issue and identify a pathway (Clarify issues with client. Repeat information collected if necessary Have all prevention measure been exhausted. Have you explained next steps? Is temporary or emergency accommodation necessary and practical? Has subjective issues been identified e.g. special schools, taking exams, severe medical issues? Complete Suitability form
Brents Suitability Form PRSO v5 (2).doc Benefit Income for Non Working Households.docx
· Make appropriate referrals where necessary (Start Plus, CAB, Care & Support, CHC, Social Services)
Delivering a full service in preventing homelessness and offer a range of
housing options
The functions of a caseworker are to:
· Gather and verify information to evidence the case – All information gathered should be followed by proof e.g. documents confirming proof of residency, proof of income, proof of employment. Issue letter to return with documents within 48 hours
Documents Required June2013.doc
Copy of HOUSING Interview Template (Phones).docx - Also use for advice only case.
HOUSING OPTIONS Full Interview Template PART VII.docx
· Identify and promote viable housing options - Discuss Localism, private sector housing outside the borough, incentives and Welfare Reform. Consider subjective issues e.g. special schools, taking exams, severe medical issues? Can these be accessed in other areas where housing is more affordable? Complete Suitability form
Brents Suitability Form PRSO v5 (2).doc
· Confirm tests on eligibility, priority need, homelessness, local connection and intentionality –
a. For eligibility - were they born in the UK see birth certificates/passports. If from abroad see passports, do they have leave to remain, do they have recourse to public funds, are they a worker, do they pass the habitual residency test?
b. For priority – Childs birth certificate, child benefit details, tax credit, ante natal records, assess severe medical issues, are they registered disabled, are they or members of the household under 17 years old, consider severe vulnerability issues – complete vulnerability questionnaire VULNERABILITY ASSESSMENT fran.doc to confirm priority
c. For homelessness – Where was last settled accommodation, what is the reason for leaving, what type of tenancy did they occupy e.g. AST, shared accommodation, licence, staying with friends or family. Is there any rent issues. Can they remain there? With exclusions, book visit to confirm issues, mediate where necessary and to confirm whether they actually occupied property.
d. For local connection – How long have been resident in Brent, where were they before, do they have any other connection with Brent e.g. parents, brothers or sisters, do they work full time in the borough?
e. For intentionality – What is the reason for their eviction? Are there any rent arrears to consider, was the property affordable, were there any anti-social behaviour issues? Did they leave a property previously without making adequate arrangements
· Gather and verify all relevant documents – Collect all information and documents to confirm the information discussed above. Documents should be official and verify the information given by the client. Original documents are acceptable not photocopies. Scan documents and return originals to client. Index into case file on EDM as soon as possible. Documents Required June2013.doc
· Assess any risk and medical needs – Assess medical information, issue assessment form, or complete vulnerability questionnaire, to ensure appropriate accommodation can be offered, if necessary. Consider any offer made is suitable to their needs e.g. disabled. VULNERABILITY ASSESSMENT fran.doc
For risks - consider whether there are any risks or security issues in case we need to offer temporary accommodation.
· Maintain a relationship and clear timetable for client – Explain the next steps, be clear and give them your contact details. Are they to return with more information, are you going to contact and when? Give information on what to do if they receive further contact from landlord e.g. receive claim or possession order? Are you going to visit and when? Do they need to go to mediation, when is the appointment?
· Keep accurate case notes, input all data and record all outcomes – Open case and update EDM with all information. Did you issue an outcome or decision letter?
· Refer to other Council services, teams or agencies in the appropriate form – Complete referrals as appropriate to service including Start Plus (complete referral form Start Plus Application Form.docx, CAB, Care & Support, CHC and Social Services. Be clear on vulnerability or reason for referring client. Explain reason for referral to client and the type of service they should expect, without making promises
· Assist the client in all housing options processes until case conclusion – Keep client informed, update on changes, be on hand if any queries arise while dealing with the case. Return calls and emails promptly and update EDM of every contact
APPROACHES
ONLINE SYSTEMS
Using Seetec Easybook Appointment System
Use the Easy Book to manage appointments at reception and to record calls in the contact Centre.
· In reception Officers will COPY appointments from the OPS TICKET LIST in the order that they appear, to the caseworker list (NEW OPTIONS) working from on the day, without skipping or picking from the list.
· The case on the OPS TICKET LIST should be marked BLUE to show the case is being dealt with. The list will be monitored by duty senior throughout the day.
· Once ticket called, mark the appointment as GREEN on caseworker list to show you are seeing the customer. At this stage you will establish reason for appointment and change the REASON CODE on Easy Book.
· Officers will also be required to give a précis on reason for approach and of the OUTCOME on Easy Book under (Notes) which they can copy and paste onto EDM.
· The appointment on the caseworker list should be turned BLUE once seen.
NOTE: For QMATIC Reception System at CIVIC CENTRE
Click on link for Qmatic log on screens and work area:-
Initial QMATIC log on screens.docx
Qmatic Ticket screen Qmatic Calendar screen
USING NORTHGATE TO SET UP & MAINTAINING CASES
Officers will then either open a case on Northgate using either INITIAL ENQUIRY (ENQ) or HOU_ADV, as the reason for approach, depending on enquiry then complete question fields required.
Prior to opening a case or enquiry officers must check whether there has been a prior approach. If yes, officer will ASSOCIATE any previous cases with the new ENQ.
For support in using the Northgate system click on the following:-
Initial Options case set up - To Create Initial Options Case.docx
New Case Assessment.pdf
New prevention case assessment.pdf
Assessment Decisions (Accepted).pdf
Assessment Decisions (Rejection).pdf
PHONES – Contact Centre Duty
Select NEW OPS PHONE and caseworker number for your duty that day, on Easybook