Role Profile. Page 1. Role Title: ASB Officer (Local) Division: Housing Department: Resident Services Team: ASB Services

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1 Role Profile Role Title: ASB Officer (Local) Division: Housing Department: Resident Services Team: ASB Services Role Identifiers: - Career Ladder: Professional - Level: Associate Level 2 - Function: Real Estate and Facilities - Discipline: Neighbourhood Management Main Purpose of Role Deliver an efficient, proactive and customer-focused Anti-social behaviour (ASB) service to the Hyde Group customers through the effective management of reported cases of ASB, to a professional standard and in compliance with The Hyde Group policies. Tackle a full range of ASB casework and ensure our ASB Service is delivered within agreed time frames and with a focus on excellence in performance standard. Maintain an up to date working knowledge of relevant legislation in order to make informed decision as to the appropriate action including legal remedies. Work closely with Hyde s partners (internal and external), ensuring that necessary protocols are complied with. Page 1

2 Outputs & Accountabilities Deliver an outstanding ASB Service in compliance with our regulatory and legal responsibilities. - Lead on managing any reported cases of Anti Social Behaviour (ASB) to a professional standard and in compliance with The Hyde Group policies. - Undertake investigations and accurately record and maintain case details, working closely with our partner agencies. - Risk assess victims of ASB and implement appropriate case management plans, making referrals where necessary. - Make effective use of the specialist equipment that is available to assist with investigations and gather evidence. - Work proactively to keep customers and other stakeholders informed about the progress of cases, providing timely and accurate responses to all enquiries. - Consider the support needs and vulnerability of the person reporting the incident, any witnesses and the person responsible for the ASB, before agreeing the appropriate course of action. - Take proportionate and necessary action when justified, in the use of all legal and non-legal remedies, considering the support needs and vulnerability of all parties. - Prepare cases for court action and represent The Hyde Group at court and eviction, liaising our Legal Services Team and Solicitors where appropriate - Achieve KPIs within specified time frames Deliver an efficient service to external and internal stakeholders, achieving KPIs within specified time frames. - Identify and provide intensive targeting of problem estates - Work closely with Hyde s partners to deliver local strategies for dealing with our most challenging estates and residents. - Provide specialist advice and guidance and support to external and internal stakeholders Maintain up to date knowledge and awareness of relevant legislation and case law including regulatory requirements, consultations and changes in the legislation. Maintain close working relationship with all relevant internal stakeholders including Housing Management, Hyde Plus, Legal Services, Property Services, Empty Homes and Lettings, Resident Engagement, Income and Development. - Develop an understanding of other teams roles and priorities to enhance effective joint working. - Attend regular ASB Service Meeting and liaise with other internal teams when required to ensure the delivery of the ASB service within agreed timescales Build networks across the area and work in partnership with local authorities, communities, the police, voluntary sector and other landlords in order to deliver a seamless and responsive service to residents. Page 2

3 - Ensure local protocols are complied with - Share experiences and best practice with key stakeholders - Contribute to the promotion and publicity of successes in prevention and enforcement to residents and local communities. - Support and participate in case conferences and action planning meetings. - Ensure the ASB service is represented at Stakeholder and Local Authority meetings Handle and protect confidential and sensitive data with integrity and comply with the data protection act and all Hyde Group policies and procedures at all times. Support and contribute to the development of colleagues and the ASB Service, providing cover to the central team or other local teams as and when required. Demonstrate proficient use of MS Office packages including excel, Word and PowerPoint along with in-house systems in order to case manage and maintain relevant customer information to an excellent standard. Follow policies, procedures and systems covering all aspects of work. Raise any non compliance or process failures with Managers as set out in the Risk Management framework, encompassing Health and Safety, Data Protection and management controls or compliance with all statuary, regulatory and policy requirements relating to the management of the Hyde Group. Page 3

4 Expected Competencies for ASB Officer (Local) General Profile Has developed knowledge and skills in own discipline; still acquiring higher level skills. Works with moderate guidance in own area of knowledge Leadership of the Business Leadership Change Management Is self-motivated Talks positively about the organisation and acts as a role model demonstrating appropriate behaviours; Is open, honest and respectful to key staff and key stakeholders Is approachable and consistent in all their interactions Quickly adapts their approach to changing circumstances Understands the potential benefits of change Suggests changes and improvements to project delivery Supports the implementation of change effectively Customer/Business Orientation Business Orientation and Strategic Thinking Customer Focus (Internal and External) Provides advice regarding standard issues/problems within their given area and with limited supervision Focuses delivery on immediate operational priorities, identifying reputational and regulatory risks linking to their work area Manages small scale budgets for individual projects within their immediate work area Identifies areas of non-compliance and escalates issues where necessary Understands relationships between work processes and the organisation and their impact Seizes opportunities to interact with, and build/maintain relationships with internal/external customers Consistently delivers a good quality service to all customers; escalates issues where required Seeks and gains feedback from customers where Page 4

5 possible Proactively seeks and finds new ways to involve customers in projects Technical Expertise Technical Expertise Looks for opportunities to add depth and breadth to their technical knowledge Acts as a technical resource for colleagues/peers Expands fundamental knowledge in own discipline and broadens skills Applies knowledge and skills to a variety of standard activities Creating &Delivering Solutions Delivery Focus Problem Solving Organises own work to meet timeframes and deadlines, as set by others; is heavily guided and instructed by others Takes ownership and delivers on expectations and commitments as requested (where appropriate) Looks to make things happen rather than being easily offset by obstacles; Steps outside the mandatory requirements of their role ; suggests improvements Solves standard and non-standard problems, choosing from a range of standard or routine methods/processes Recognises and gathers important information using appropriate resources Finds creative ways to deliver outcomes Considers logical and practical decisions/solutions based on knowledge and analysis Escalates the issues where required Working Relationships Communicating, Negotiating and Influencing Listens actively; and conveys key messages and describes processes clearly and effectively Prepares and provides accurate and timely written and verbal communication Is credible and confident in their specialist field or operational area Adapts style of communication accordingly to convey Page 5

6 technical concepts, analysis or conclusions to a non-technical audience Teamwork, Coaching and Guidance Acts as a team member by sharing and gaining information from others Has ongoing dialogue with peer team members to develop a sense of team and consensus Is receptive to feedback and applies learning from it Page 6