Job Capsule Supplementary Information: Flexible Tenancy Officer Operations Directorate

Transcription

1 Job Capsule Supplementary Information: Flexible Tenancy Officer Operations Directorate Role Purpose: The Flexible Tenancy Officer is responsible for reviewing all introductory, flexible and fixed term tenancies issued by Barnet Homes. The role requires that all decisions issued are of the high standard, taking into account the individual circumstances and vulnerabilities of the households being reviewed. The Officer must also have reference to all relevant housing legislation and council strategies when undertaking all reviews, as well as adhering to statutory timeframes. The role also has an important reporting and data management function and will be key in developing knowledge around the long-term outcomes and impacts of the issuing and reviewing of flexible and fixed term tenancies. The post will also have some responsibilities in delivering excellent housing management services to our customers by providing services to the highest possible standards and ensuring that operational performance remains high and improves. Example outcomes or objectives that this role will deliver: To deliver an excellent, consistent and responsive housing management service to the area, including: neighbourhood and tenancy management low level anti-social behaviour To deliver a consistent, effective and efficient service to residents, including tenants, and leaseholders To ensure that the housing management and environmental services provided to residents is of an excellent standard and conforms to relevant statutory requirements and best practice. To holistically assess all relevant tenant s circumstances by conducting interviews, undertaking visits to customers in their homes, conducting enquiries and collecting information to be able to verify their circumstances and enable a decision to be made on any applicable review of either an introductory or flexible/fixed term tenancy To make comprehensive and robust legal decisions that will stand up to legal challenge. To take a casework approach to the review of flexible/fixed term tenancies, keeping and maintaining detailed case notes in each case.

2 To effectively manage a caseload ensuring that tenancy reviews are appropriately prioritised and that all reviews are completed within a timely manner. Assist in the development of key project documentation, including project initiation documents, project plans/gantt charts and project progress reports. Monitor and update key project registers including risk registers and issue logs relevant to the management of the flexible tenancy reviews. To lead on the development and delivery of training to front-line staff regarding the review of flexible tenancies, as well as any other operational or policy-based policies and procedures. Maintain project documentation and filing in accordance with records management procedures and good practice Undertake data collection and analysis as required and present results through the use of reports, tables and graphs. Carry out benchmarking activities with other housing organisations as required To respond to enquiries, complaints and correspondence as appropriate. To ensure that sensitive personal information is managed and shared at all times in accordance with the requirements of the Data Protection Act To be able to understand and analyse complex information and to effectively communicate at all levels either face to face, by telephone, in writing or electronically, for example, with senior managers, solicitors and customers whose first language may not be English. To assist and lead on the production of regular and ad hoc information and reports as required. To ensure that personal knowledge of current trends and changes in legislation in Housing Management is kept up to date through personal research and attendance at training provided by Barnet Homes. To demonstrate a working knowledge of the following areas of law and guidance: Housing Act 1985, Housing and Planning Act 2016, Localism Act 2011, plus Statutory instruments, guidance and regulations as they relate. To follow safeguarding procedures and policies to ensure vulnerable children and adults with housing difficulties receive the right services at the right time including the attendance at case conferences when required. To work closely with internal and external colleagues with particular reference to Adult Social Care and Adults & Communities, Children s Services, Housing Options, our contractors, occupational therapists, education services, support workers, hospitals and other medical professionals.

3 To detect and report any incidents of suspected fraud to the relevant senior officer and to liaise with other departments such as the Corporate Anti-Fraud Team (CAFT), Housing Benefit, internal Audit and Legal. To be committed to providing constructive feed-back to and ideas to colleagues about the quality of the service, system and procedures being provided to customers in order to ensure the Service continually improves from the customer s perspective. To participate within front line duty rotas as and when required, including but not exclusive to the Housing Officer Duty rota Performance management Ensure that performance targets are met and a culture of performance management, customer care, value for money and resident / service users empowerment is embedded across the Group Flexibility Work with a degree of flexibility required to perform work not specifically referred to above although falling within the scope of the post at the appropriate grade.

4 Health and Safety All employees have a legal duty to ensure the health and safety of people at work and members of the public in premises or sites controlled by The Barnet Group in accordance with safety legislation and The Barnet Group safety policy. The Barnet Group s commitment Deliver The Barnet Group s commitment to equality of opportunity both in the provision of services and as an employer. Promote equality in the work place and in the services The Barnet Group delivers. Demonstrate commitment to a culture of safeguarding children, young people and vulnerable adults People Management Responsibilities: None Relationships; Working as part of a large team and wider teams within the group, internal and external partners Work Environment: Office based Technical Knowledge and Experience:

5 Education Holds a recognised project management qualification such as PRINCE 2 (essential) Degree level education or equivalent through relevant training/experience. Demonstrated commitment towards ongoing professional development. Knowledge An excellent understanding of project management tools and methodology An understanding of research and analysis techniques An understanding of performance management tools and techniques, including target setting, monitoring and analysis, identifying improvements, and financial performance/budget control. A good understanding of social housing and relevant government agendas An understanding of integration and working with peers for a one Barnet Homes approach. Experience Experience of using Prince 2 methodology in a project management environment Experience of driving service improvement and a track record of successful outcomes Effective contribution to successful completion of projects/tasks/business objectives, Researching, gathering, comparing and analysing information Experience in developing, monitoring and delivery of SMART action plans Producing high quality well-presented reports, papers or other complex documents Skills The ability to deliver projects on target, meeting agreed time, budget and quality standards The ability to constructively challenge, and drive change to systems, structures, processes and practices to improve the long term service offered The ability to communicate very effectively at different levels and to produce clear, concise reports, correspondence and notes

6 The ability to write, design and deliver complex information to a wide range of audiences, conveying complex information in a straightforward way Excellent organisational and planning skills Well-developed analytical and problem solving skills The ability to work under pressure, managing competing priorities Excellent IT skills encompassing: o Data manipulation and analysis o Full range of Microsoft systems, including PowerPoint and Excel o Report writing and data extraction Value Inspiring Trust Being Proud Responding to Individuals Behaviour Indicators Being open and honest Doing the right thing Walking the talk Taking a stand Talking positively about The Barnet Group Supporting The Barnet Group Championing The Barnet Group Putting the Group first Engaging with empathy Taking a flexible approach Changing ways of working Creating a responsive organisation

7 One Team, One Outcome Taking Ownership Working well with others Working across teams Building partnerships and relationships internally and externally Building a unified approach to delivering outcomes across Barnet Focusing on doing a good job Creating our own measures of excellence Seeking out challenging assignments Taking the lead

8 Structure Chart

9 Elliott Sweetman Director of Operations Clare King Interim Assistant Director Operations Kate Laffan Assistant Director Operations Housing Options Ryan Bolton Senior Contracts Manager Repairs Service Graham Ambler Senior Neighbourhood Manager Neighbourhood Housing Anne-Marie Isaacs Senior Housing Manager Rental Income Team Jacky Nelson Leaseholder Service Manager Leaseholder Services Ian Helcke Housing Service Manager Customer Contact Centre Monique Holmes Housing Manager Vacant Position Project Manager Cathy Pressland Senior Housing Officer Temporary Accommodation 8 x Housing Officers Simon Brattesani Senior Housing Officer 2 x Housing Officer 2 x Housing Assistants 1 x Welfare Benefit Advisor 5 x Housing Assistants 1 x Apprentice