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JOB DESCRIPTION AND PERSONAL DETAILS
(ALL POSTS ARE OPEN TO JOB SHARE)
EAST NORTH EAST HOMES LEEDS
DIVISION:HOUSING SERVICES / SECTION: CUSTOMER & HOUSING MANAGEMENTPOST TITLE:
HOUSING SUPPORT OFFICER / SCALE: C3
POST REF NO: ENEHL –18E
POST(S) TO WHICH DIRECTLY RESPONSIBLE:
ASSISTANT AREA MANAGER
POST(S) FOR WHICH DIRECTLY RESPONSIBLE:
GOQ: Y/N
CUSTOMER CARE AND DIVERSITY
To support and abide by the policies and practices of both the East North East Homes Leeds and the Council with regard to Customer Care, Diversity and Equality strategies and their respective Action Plans.
PURPOSE OF JOB:
The Housing Support Officer will be responsible to the Assistant Area Manager for all aspects of a generic management service to a specified number of tenants within a patch of the neighbourhood including responsibility for the local environment. To work as an effective member of a team to help deliver excellent services to tenants and other customers and meet key performance targets. To fully support tenants in all aspects of Housing Management as a prevention to enforcement action, but consistently enforce Tenancy Conditions where support has not lead to improvement.
A. / RESPONSIBILITIES
OPERATIONS
To be responsible and accountable for a defined area of properties within the Neighbourhood area.
To investigate and report on a range of Housing Management issues within this defined area of work.
To assist the Area Manager to ensure that local targets for income generation are met, reporting when required on performance management.
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To be responsible for debt management within a given area which will include current rent arrears, former tenants rent arrears and other accounts with the Customer Accounts Management Team, at ENEHL.
Carry out an Exit Survey, and ensure customers are interviewed upon termination of their tenancy, recover outstanding debt and ensure appropriate recharges are raised.
To provide support to our customers throughout their tenancy. Identify and support Vulnerable customers and make referrals .to appropriate support agencies.
Carry out Tenancy Audits to identify possible subletting and any support needs
To ensure tenancy conditions are met and take the appropriate action when not.
To deal with and record successfully all instances of ASB / harassment and Hate Crime
To provide witness statements with regards to breach of tenancy and attend court as required. Subject to a comprehensive assessment.
Issue Notices to Introductory tenants and attend evictions.
To contribute to the effective support and development of a safe and sustainable community
Knowledge of local housing needs and development of local strategies which make effective use of stock.
Knowledge of the Housing Act 1996 and Children Act 1990 and Every Child Matters Agenda
An awareness of current Housing issues, policies and procedures and local strategies and initiatives.
To actively support / encourage tenants groups, non registered groups and individuals.
Attending and supporting meetings as required and keeping in regular contact with committee members.
An awareness of current Housing issues, policies and procedures and local strategies and initiatives.
Contribute to joint partnership working with other departments and agencies including information sharing
To contribute to the successful implementation of the Service Improvement Plan.
To be responsible for signing new tenancy agreements with customers giving all relevant information.
Investigate and report on the environmental condition of a given area and take the appropriate action to rectify any issues including making referrals to other agencies as required.
Contribute to the Capital bids process and assist in identifying additional funding for your given area.
Respond to customers regarding giving permission for alterations to their homes.
Assist in the advertising of empty property.
Carry out accompanied viewings and pre & post tenancy visits.
Assist in gathering information for compensation claims and recharges.
Participate in Focus groups, Service Review Groups and work closely with other sections within East North East Homes Leeds.
Contribute to Best Value initiatives.
B. / FINANCE
To ensure the Council’s Financial Regulations and Standing Orders are followed at all times.
To support the Area Manager with management and control of any devolved budgets.
To assist and advise customers with regards to Housing Benefit entitlement.
C. / INFORMATION
To record and maintain information accurately from all relevant record systems.
To disseminate information and consult with tenants and Tenant’s Groups.
To assist tenants in meeting their responsibilities for rent payment.
D. / PEOPLE (INCLUDING RELATIONSHIPS)
To communicate effectively with a wide range of people within East North East Homes Leeds, the Council, Partner Organisations and other Agencies.
To provide a caring and welcoming environment to service users.
To work as part of a team and to assist other members of staff when workloads require.
To provide and efficient and effective response to the public.
Provide a flexible services that meets the diverse needs of all tenants and other customers.
To work with the community to deliver and develop services in the Neighbourhood area.
E. / BEHAVIOURAL (Underpins Operations, Finance, Information and Relationships)
To respect confidentiality
To maintain appropriate standards
To demonstrate appropriate behaviour in difficult circumstances
To demonstrate commitment to the Diversity, Tenant Involvement and Customer Care policies and procedures.
To show commitment to self an team development
Willing to work flexible hours including evening work at any East North East Homes Leeds Office.
To lead a team towards the visions of East North East Homes Leeds.
LOCATION
As the appointment is to East North East Homes Leeds, therefore an employee can be required to work at any of the East North East Homes Leeds Offices to fulfil the duties. Most of our buildings have wheelchair access.
SOCIAL CONDITIONS:
East North East Homes Leeds supports the system of collective bargaining in every way and believes in the principle of solving industrial relations problems by discussion and agreement. For practical purposes this can only be conducted by representatives of the employers and the employees. If collective bargaining of this kind is to continue and improve for the benefit of both, it is essential that the employee’s organisations should be fully representative. Employees are therefore encouraged to be a member of a trade union represented on the provincial and national councils.
ECONOMIC CONDITIONS:
Salary in the Grade Scale C3 (currently £22,221 - £23,708per annum) paid monthly by direct credit.
Salary Scales and Increments - salary scales are laid down in the National Scheme of Conditions of Service. Progression through the scale of salary is by means of annual increments, payable on 1 April each year, subject to satisfactory service. With the exception of those appointed on fixed point grades, NJC appointments made between 1 October and 31 March will qualify for incremental progression following completion of 6 months’ service. For appointments on or after 1 April to 30 September, progression will be from the following April. In both circumstances, increments will progress thereafter on 1 April each year until the maximum of the scale has been attained. The above relates to permanent staff.
Annual Leave Entitlement - minimum of 21 days plus service days, if applicable, plus public holidays.
Car Use Allowances - if this postholder or post meets the criteria for essential car user status the corresponding allowance plus mileage will be paid whilst the postholder provides and maintains a vehicle for business use. Casual car user mileage is payable in accordance with local conditions of service.
Other conditions in accordance with the provisions of the scheme of Conditions of Service of the National Joint Council for the Local Government Services as adopted or amended by the Council.
PROSPECTS:
East North East Homes Leeds employs around 400 people in a large variety of jobs. Opportunities for promotion and carer changes are as varied as with any large employment body. Opportunities extend to continuous service when transferring to other local authorities and other ALMOs.
ESSENTIAL QUALIFICATIONS:
JOB DESCRIPTION PREPARED/REVIEWED BY: Jill Wildman DATE: November 2008
JOB DESCRIPTION APPROVED BY:DATE:
This job description is current as at the date shown. In consultation with the postholder, it is liable to variation by management to reflect or anticipate changes in or to the job. This job description is issued as a guide to help you understand the duties you will initially be expected to undertake.
A. PERSON REQUIREMENTS:
Detailed below are the type of skills, experience and knowledge which are required of applicants applying for the post. The ‘Essential Requirements’ indicate the minimum requirements and applicants lacking these attributes will not be considered for the post. The points detailed under ‘Desirable Requirements’ are additional attributes which would assist the potential postholder. They are not essential but may be used to decide between candidates where there are not other differences.
B. ESSENTIAL REQUIREMENTS
Skills
Ability to communicate face to face in writing and over the telephone
Ability to take responsibility for a defined area of properties
Ability to contribute to a safe and sustainable community
Ability to contribute to the Service Improvements
Ability to investigate and report a range of issues within a defined area of work
Ability to meet targets and deadlines.
Ability to work using own initiatives, make decisions and prioritise own workload
Knowledge
Of Leeds City Councils Allocation Policy and Choice Based Lettings
Of local housing needs and development to make effective use of stocks
Of the Housing Act 1996 and Children Act 1990
Of current Housing issues, policies and procedures and local strategies and initiatives
Of Housing Benefits
Of Debt Management and good practices
Experience
Experience of dealing with other agencies to ensure services are carried out effectively
Experience of attending residents meetings or similar public meetings
B. / FINANCE
Skills
To ensure that East North East Homes Leeds Financial Regulations and controls are followed at all times
To give support with the management and control of any devolved budgets
C. / INFORMATION
Skills
Ability to record and maintain information accurately
Ability to operate computerised systems
Ability to provide reports and charts on performance data as required
D. / PEOPLE (Including Relationships)
Skills
Ability to communicate effectively and sensitively with a wide range of people
Ability to provide a caring and welcoming environment to service users
Ability to work as part of a team and to assist other members of staff when workloads require
Ability to provide and efficient and effective response to the public
E. / BEHAVIOURAL (Underpins Operations, Finance Information and Relationships)
To respect confidentiality
To maintain appropriate standards
To demonstrate appropriate behaviour in difficult circumstances
To demonstrate commitment to the Diversity, tenant Involvement and Customer Care policies and procedures
To be a proactive member of the team
To show commitment to self and team development
Willing to work flexible hours including evening work at any East North East Homes Leeds Office
PERSON REQUIREMENTS:
Detailed below are the types of skills, experience and knowledge which are required which are required of applicants applying for the post. The ‘Essential Requirements’ indicate the minimum requirements and applicants lacking these attributes will not be considered for the post. The points detailed under ‘Desirable Requirements’ are additional to attributes which would assist the potential postholder. They are not essential but may be used to decide between candidates where there are no other differences.
DESIRABLE REQUIREMENTS
A. / OPERATIONS
Knowledge
Of the East North East Homes Leeds responsibility as a Landlord to its tenants
C. / INFORMATION
Knowledge
Of measures to assist Tenants in meeting their responsibilities for rent payment
D. / PEOPLE (INCLUDING RELATIONSHIPS)
Experience
Of working with the community to deliver and develop services in the Neighbourhood area.
RISK ASSESSMENT OF THE POST
CLIENT GROUPS, the employee will work with *
General Public / * / Housing Tenants / * / Other Agencies / *Children / People with learning difficulties / * / Clients in their ownhome/residential home/hostel / *
FOOD HANDLING:
The job will involve *
Handling Food / Preparing FoodPHYSICAL CONDITIONS:
1. Work is conducted in the main *
Indoors / * / Outdoors / Sitting / * / Standing / Walking / Office Accommodation2. The job will involve *
Climbing / Working at Heights / Potentially working in smoking environment / Driving / * / LiftingStretching / Working underground / Working in confined spaces / Bending / Carrying
Type of Vehicle (other than car) ______
3. This job may involve possible exposure to ______
We therefore offer ______as a protective measure
CONTROLS TO MINIMISE HAZARDS - The following specialist equipment will be provided for the job.
1.Personal Protective Equipment (please specify) ______
2. Breathing Apparatus *______specify type ______
3.Harness *______specify what ______
4.Protective Clothing *______specify what ______
5.Other equipment used *______specify ______
* Tick where appropriate to indicate what aspects the job will involve.
WE WANT ALL OUR EMPLOYEES TO WORK IN SAFE AND HEALTHY CONDITIONS.
IN ACCORDANCE WITH HEALTH & SAFETY LEGISLATION - ALL EMPLOYEES HAVE A DUTY TO ACT RESPONSIBLY AND TO DO EVERYTHING THEY CAN TO PREVENT INJURY AND ILL HEALTH TO THEMSELVES, FELLOW EMPLOYEES AND OTHERS.