HOUSING SERVICES MANAGER (Housing Allocations specialism) ASSISTANT DIRECTOR HOUSING MANAGEMENT

Transcription

1 ROL PROFIL ROL: DPARTMNT: LOCATION: RPORTING TO: SUPRVISING: GRAD: HOUSING SRVICS MANAGR (Housing Allocations specialism) HOUSING MANAGMNT MILY HOUS ASSISTANT DIRCTOR HOUSING MANAGMNT S DIMNSIONS MARKT ASSSSD SALARY Context Octavia believes that good homes make for better lives. Inspired by our founder, the social reformer Octavia Hill, we are a not-for-profit organisation providing thousands of people with good-quality affordable homes in inner London. Like her we believe in the power of well-planned, well-managed housing to make a difference We aim to build happier lives and resilient communities by providing a responsive, supportive and effective housing management service with staff committed to integrated working within and across teams to deliver on resident priorities. Role Purpose 1. Responsible for the provision of an effective, and responsive tenancy management service to a defined geographical area of Octavia properties. 2. Provides the major lead and oversight of housing allocations (lettings, transfers and voids) but also leads on other specialist areas across all Octavia s housing portfolio and/or social rented housing. 3. Works jointly with 2 nd Housing Services Manager and other Housing Management Team members (including covering team management responsibilities during annual leave etc), and in partnership with other internal and external parties to ensure the delivery of coordinated services and high levels of resident satisfaction. Key Competencies Octavia operates a Skills and Behaviours Competency Framework. Responsive Respectful Reliable These are set out in the person specification below Page 1 of 5

2 Key Responsibilities to be undertaken in association with the Key Competencies 1. Leads a team which delivers a sustainable, supportive and effective tenancy management service to a diverse range of residents to help deliver Octavia s vision of Good Homes, Better Lives.This includes working closely with 2 nd Housing Services Manager and other Housing Management Team members (including covering team management responsibilities during annual leave etc) and acting as an internal and external advocate of resident priorities and developing positive relationships with local stakeholders. 2. Provides the major lead and oversight of housing allocations (lettings transfers and voids), but also leads on other allocated areas of housing management. The former includes keeping under review the allocations policy, voids procedure and nomination arrangements to ensure that they are fit for purpose, maximising opportunities for tenant mobility, tackling under occupation, determining priorities within transfer and allocation systems, and managing our interaction with Choice Based Lettings schemes. 3. Leads and motivates staff to ensure that vulnerable residents and those affected by Welfare Reform are effectively supported both directly and indirectly via referrals to Octavia Care and Support, Octavia Foundation and external agencies. To be achieved through effective joint working with the 2 nd Housing Services Manager, the Income Team and the Care and Support Team. 4. nsures high standards of performance and positive outcomes through effective monitoring and support of the team s casework (including transfers and other tenancy management issues) and the investigation of complaints, including improving services from lessons learnt. 5. Works closely with the Development Team to ensure the delivery of successful and sustainable schemes ensuring the smooth handover of schemes to housing management and minimising the period between handover and lettings. 6. Liaises with local authority partners on nominations, disabled adaptations and local lettings plans on new developments. 7. Promotes and participates in resident involvement activities in liaison with the Resident Involvement Manager ensuring that the Housing Services team is active and involved in arranging regular tenants meetings and community events including at evenings and weekends. 8. nsures effective staff and performance management so that all staff meet operational performance and behavioural expectations and in a manner and style which maintains and promotes high staff morale and personal development. 9. Leads and/or contributes to Team and Departmental work plans, policy and service reviews, corporate strategies and projects through preparation of reports and positive participation in working groups, project boards and other corporate activities. 10. Prepares and manages budgets and demonstrates commitment and adherence to Octavia s diversity, and health and safety policies. Page 2 of 5

3 11. Achieves defined measures and performance metrics in a number of areas, including Voids, Mutual xchanges, Getting to Know You Visits, vulnerable customers, Welfare Reform and rent arrears, correspondence, and post new tenancy visits. The key tasks listed above are only an indication of the main tasks required to be performed. It is not an exhaustive list of duties and responsibilities and may be subject to amendment to take account of changing circumstances. Any changes will be made following discussion with the role holder. The role holder will need to ensure they remain co-operative and flexible undertaking all tasks as required in line with the Association s values, policies/procedures and regulations. Role Dimensions No of posts - 6 Hours of work - 7 hours days worked flexibly to meet resident needs between 8 am to 7 pm with some occasional evening and weekend working. Budget - 375k - 500k No. of properties managed - 1,500-2,500 Supervisory responsibilities 5/8 employees, as below HSM 2 Lettings Co-ordinator, Lettings Officer x 2, Resident Liaison Officer, Resident Service Officer x2 PRSON SPCIFICATION: HOUSING SRVICS MANAGR The Person Specification states the minimum knowledge, skills and experience required to carry out the job and is used for both short listing candidates for interview and to identify the areas to explore in an interview. = ssential criteria; D = Desirable criteria 1 Competencies: Respectful Willing to listen and understand others and maintain credibility in your role and for Octavia Support others and gains trust, positive and enthusiastic Develops people by helping staff individually and as groups so that they may perform the best they can Responsive Creative, delivers practical solutions, and flexible to meet others needs Willing to examine own values, principles and assumptions. Learns from own experiences leads and motivates staff by establishing clear direction and standards; providing opportunities for participation; motivating staff by giving encouragement, recognition and personal support for their efforts and achievements Reliable Well organised, copes well under pressure, takes ownership, pro-active and goal focused. ssential Criteria Page 3 of 5

4 Transparent and open, keeps others informed, takes action and is sensitive to people s needs. Manages tasks and resources by planning, organising, directing and monitoring work carried out by others; managing costs and physical resources 2 xperience: Significant and recent housing management experience at management level including staff management Managing housing allocations Dealing with nuisance and harassment cases through multi agency working Delivering continuous improvement in housing services Working in an inner city multi-cultural environment and working successfully with tenants and tenants groups Working with external agencies to deliver successful outcomes Track record of successful budget management Performance management Knowledge & Skills : Good understanding of social housing issues xcellent knowledge of housing allocations Sound knowledge of the relevant legislation (Housing Acts, ASB, Crime and Policing Act, Tenancy Fraud legislation, Racial, Disability and Sex Discrimination and tenancy enforcement) Sound knowledge of best practice in Neighbourhood Management, ASB, lettings, void control, budgets and tenant involvement. xcellent interpersonal skills with the ability to communicate well with tenants, Board members, external agencies & tenant groups Able to lead, motivate and manage a staff team to achieve targets and high service standards Able to devise and review policy, procedures and strategies in relation to Housing and Neighbourhood Management Self-sufficient in the use of databases and MS Office products and the use of CRM (Customer Relationship Management Systems. Able to write accurate and clear correspondence and reports Numerate, with good analytical skills and ability to manage budgets and produce financial reports Able to plan and prioritise when under pressure Ability and commitment to working with individuals and groups of tenants to problem solve and achieve positive service outcomes Able to innovate by both conceiving and implementing new services or improvements to existing services Pragmatic, creative and flexible approach to problem solving and committed to taking initiative and achieving practical solutions D D Page 4 of 5

5 Able to show an understanding of and commitment to high standards in resident involvement, diversity and customer care Qualifications: ducated to degree level or equivalent D Other: An understanding of and commitment to Octavia s Diversity and Health and Safety policies A flexible approach to working outside core hours including some occasional evening and weekend working. Page 5 of 5