JOB DESCRIPTION. Housing Options Officer. Housing and Adult Social Services. Housing Needs and Strategy. (principal) Re-housing Manager

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1 JOB DESCRIPTION POST TITLE: GRADE: SERVICE AREA: SECTION: REPORTS TO: Housing Options Officer SO1 Housing and Adult Social Services Housing Needs and Strategy (principal) Re-housing Manager MANAGES/SUPERVISES: N/A PRIMARY JOB FUNCTION To maintain the Council's Housing Register(s) and to assess, investigate and make decisions on applications for permanent housing. To provide verbal and written advice to customers and their advocates on the housing options available, including the Council s Choice Based Lettings system, under-occupation, overcrowding and Mutual Exchange schemes. DUTIES AND RESPONSIBILITIES 1. To input Housing applications on to the computer system and to carry out any computer amendments and updates within agreed timescales. 2. To assess the priority of Housing applications using the Council's allocation scheme and with due regard to the Council's policies, current Housing Law and Immigration Law. 3. To carry out investigations on cases being considered for housing in order to verify information received from applicants and to ensure all necessary policy and legal requirements are met. 4. To liaise with other teams in the council and external agencies such as, Registered Providers, police departments, hospitals/gp, to achieve objectives. 5. To advise and deal with enquiries face to face, by phone and in writing from the public, their advocates, solicitors, voluntary organisations, Council Members and Members of Parliament. To inform of any decisions made; this notification must meet any standards laid down in law, policy or Council procedures. 6. To help housing applicants complete application forms and explain the allocation scheme and housing options available to them.

2 7. To interview clients in the office and in their homes to advise and assist with the rehousing process and to establish the facts of the applications. To undertake follow up enquires and arrange re-visits where necessary. 8. To refer housing applicants where necessary to other agencies (internal and external) for advice on housing matters, welfare rights, social services, immigration, housing support and other issues using referral procedures. To liaise with these services as appropriate. 9. To promote under-occupation, overcrowding, mutual exchange schemes and other special housing schemes available. To assist in publicity outreach events as appropriate. 10. To advise applicants on rehousing procedures including complaints, appeals and reviews. 11. To carry out annual reviews of all applicants. Administration 12. To create and maintain files with accurate records and copies (according to council procedures and instruction) of all correspondence, telephone and personal contact with housing applicants, as well as records and copies of documents received, and clear records of other activities in connection with duties of the post. 13. To communicate in person and in writing with clients and external agencies according to standards and procedures, including the use of standard letters and where necessary and to adapt model letters according to particular circumstances. 14. To remain conversant with relevant law, policy and procedures. To participate in appropriate training needs, to read, help produce and distribute appropriate literature. To maintain a satisfactory level of knowledge appropriate for advising clients on relevant projects and schemes. 15. To maintain the team's filing system, which includes periodic audits. Also to maintain computer and manual records, according to guidelines and provide information for statistical returns and management information when required. 16. To participate in the training of new staff and people in other organisations who need to be conversant with housing issues. 17. To maintain the highest professional standard when representing the Council. 18. To follow security guidelines in force at the time, reporting promptly and accurately violent incidents or threatening / abusive phone calls. 19. To undertake such other duties as are commensurate with the basic objectives of the post.

3 ADDITIONAL: To use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner. To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager. To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder. To carry out duties and responsibilities in accordance with the council s commitment to customer service excellence and ensure compliance with the customer care standards. To be committed to the Council s core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way duties are carried out. To ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation. To carry out duties and responsibilities in accordance with the Council s Health and Safety Policy and relevant Health and Safety legislation. At all times to carry out responsibilities/duties within the framework of the Council's Dignity for all Policy. (Equal Opportunities Policy). Post holder Declaration Name: Signed: Date:

4 PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job. It has been used to draw up the advert and will also be used in the short-listing and interview process for this post. You should demonstrate on your application form how you meet each of the following essential criteria. Please ensure that you address each one of the criteria as this will be used to assess your suitability for the post. Please elaborate and provide a more detailed response when addressing Criteria marked with a W for weighted as these will be scored higher than the remaining criteria. Service Area: Housing and Adult Social Services Post Title: Housing Options Officer Section: Housing Needs and Strategy Grade: SO1 E1 REQUIREMENTS EDUCATION and EXPERIENCE Experience of dealing with the public providing practical advice in a housing or welfare field, and an understanding of the main issues affecting social housing within a multi cultural, inner city environment /T/W* /T/W E2 Knowledge of relevant legislation and policies, including the Housing Act 1996, Part VI, and assessment criteria to establish housing need KNOWLEDGE, SKILLS and ABILITY /T/W E3 E4 E5 Ability to register and assess housing applications accurately in line with the council policy and procedures. Ability to respond sensitively to customers experiencing a wide range of housing problems. Ability to monitor casework, set priorities, and to keep accurate comprehensive computer and paper records. /W E6 Ability to deal with members of the public sympathetically and efficiently. E7 E8 E9 E10 Ability to undertake reviews to ensure accuracy of information relating to applications. Ability to meet relevant performance and service standards both individually and as a team member Ability to communicate verbally and in writing with a wide range of audiences including Members, Senior Officers, partner agencies, advocates and customers on all aspects of housing issues and options available Ability to produce simple statistical information from records held and circulate information to the Housing Options Team and other departments. /T/W E11 Ability to use office computer systems and equipment. /T

5 COMMITMENT TO EQUAL OPPORTUNITIES E12 Ability to adhere to the Council s Dignity for All policy. E13 E14 Ability to undertake duties in the context of the Council's Equal Opportunities Employment Policy. SPECIAL REQUIREMENTS OF THE POST This role will require you to obtain an Enhanced level satisfactory clearance from the Disclosure and Barring Service (DBS) E= Essential *Assessed by: A= Application I= Interview T= Test W= Weighted