Thank you for your interest in employment with Maryhill Housing. The recruitment pack for the above vacancy is made up of the following documents:

Transcription

1 Recruitment Pack Post of Housing Officer Thank you for your interest in employment with Maryhill Housing. The recruitment pack for the above vacancy is made up of the following documents: Organisational Values Summary of terms and conditions Guidance notes for applicants Staff Structure Job Description and Person Specification Application Form Equal Opportunities Monitoring Form Please complete the Application Form and Equal Opportunities Monitoring Form and return to Marie Murphy at Maryhill Housing, 45 Garrioch Road, Glasgow, G20 8RG or by to no later than 12 noon on Friday 16 March 2018 Late applications will not be considered. You must complete all sections of the application form and should also note that CV s and/or any other material will not be considered.

2 Our Core Values Our Vision Inspiring passion in people, for our homes and for our community We want to inspire; we want people to feel they can do it and anything is possible. Our vision is about inspiring MH s people - our team and also our customers. We want to inspire people to make the most of their talents and skills and to build confidence and capacity those people who work directly for us and people out in the Maryhill community. Our Values To be friendly, honest, and respectful Our history Maryhill Housing has a stock of around 3,000 houses based in the G20 postcode area. We are excited to be celebrating our 40 th anniversary in 2017! Maryhill Housing has approximately 90 staff members spread across various locations. Our Head office is on Garrioch Road and we have a local office located within our multi-storey flats at Glenavon Road. We also have a Concierge Station and two sheltered housing complexes. The association has been involved in five main phases of development: The rehabilitation of tenement flats on or close to Maryhill Road New build developments in gap sites The stock transfer of a local authority estate, linked to a phased programme of decanting, demolition and rebuild The second stage transfer from Glasgow Housing Association of approximately 2,400 properties in June Post transfer growth and development. We ve been on an improvement journey since stock transfer and over the past two years have undertaken a programme of significant cultural and structural change. We ve invested in our stock and our people and have seen increased satisfaction with our services. Our Long Term Aims What we ll do: Create a real sense of community and help people thrive Provide the best homes and create places where people love to live, work and play Build a reputation for excellence and being ahead of the game How will we do it? By making sure our people and communities shape and influence our services We ll listen, we ll learn, we ll act

3 Summary of Principal Terms and Conditions of Employment Maryhill Housing is an EVH (Employers in Voluntary Housing) employer and the terms and conditions for this post are largely in accordance with EVH terms and conditions. Salary Scale: The salary scale for the post of Housing Officer is EVH Grade 7, 32,111-35,260 per annum (from 1 April 2018). Duration of Contract: Permanent Hours of Work: Our standard working week is 35 hours. A flexi - time system is in place, subject to appropriate service delivery to customers. Place of Work: Garrioch Road office Annual Leave: We offer 25 days annual leave per year Public Holidays: 15 days per year Pension: Maryhill Housing is a member of the Scottish Housing Association Pension Scheme (SHAPS) Defined Contribution pension scheme. This summary is for general guidance only and will not form part of the contract of employment.

4 Guidance Note for Applicants on Completing the Application Form Please read these notes carefully they are to help you make the best of your application. 1 The form should be typed or completed in black ink or black ballpoint pen for photocopying purposes. 2 Please do not send in your Curriculum Vitae. 3 One of your references should be your present or most recent employer. If you have not been employed or have been out of employment for a long time, you may wish to give the name of someone who knows you sufficiently well to confirm the information you have given and who can comment on your ability to do the job. Please note that referees will not be contacted prior to interview. 4 The enclosed Person Specification lists the minimum essential requirements for the post. When short listing for interview, the panel will only consider the information contained in your application form and will assess this against the Person Specification. 5 The Selection Panel will not make assumptions about the nature of work you have done against a list of job titles. It is therefore important that you use the space provided to detail your experience and skills. Neither is it enough for you to state that you meet the requirements; you must demonstrate this to the panel. Work, paid or voluntary, is not the only means of showing that you meet the requirements of the post. Life experience and skills are just as valid, as long as you are able to demonstrate this. 6 If you are short listed for interview, the Selection Panel will wish to discuss the areas covered in the Person Specification in more detail. In particular, the panel will assess your commitment to and understanding of Diversity &Equal Opportunities. 7 If you are related to any members of staff, Board members, consultants, contractors or suppliers to the Association, this should be shown clearly on the relevant part of the form. This will not necessarily be detrimental to your application. 8 A Basic Disclosure Scotland check will be required for the majority of posts. Certain posts will require PVG membership or a Standard Disclosure Scotland check.

5 Housing Management Team Structure Head of Housing Housing Manager (grade 8) Housing Manager (grade 8) Customer contact team leader (grade 7) Neighbourhood Team Leader (grade 7) Neighbourhood Team Leader (grade 7) 7 Housing Officers (grade 7) 1 Financial Support Officer (grade 7) 2 Financial Support Officers (grade 7) 6 Housing Officers (grade 7) 4 Customer Advisers (grade 5) 1Rretirement Housing Officer 1 Retirement Housing Officer 2Apprentices (grade 3)

6 Job Description Role Title: Housing Officer Reporting Housing Manager To: Grade: EVH Grade 7 Date: October 2017 Job Purpose: To be responsible for the delivery of a great neighbourhood housing management service which puts customers at the heart of service delivery. Operating within a strong performance culture you will proactively engage with customers to provide support, advice and assistance to ensure that tenancy conditions are maintained and any breaches of tenancy are dealt with effectively. Working closely with customers and the wider community you will build relationships to improve the lives and neighbourhoods of residents living in the Maryhill and Ruchill areas. Key responsibilities: Working as part of a team, the post holder will be responsible for providing an excellent front line housing management service to a patch of properties in accordance with the Association s policies, procedures, SHR guidance and statutory requirements. You may be required to manage the Retirement Housing Officers on a day to day basis and supporting them to deliver a first class service to tenants living in the Association s retirement homes. General Ensure that tenants comply with the terms of their tenancy. Actively promote and oversee the running and organisation of RTOs including preparing reports, taking minutes, organising and attending meetings and taking any follow up actions. Investigate and respond to customer complaints. Manage own performance, highlighting any areas of concerns and agreeing strategies to address poor performance. Produce monthly statistics in relation to key performance indicators and individual targets. Adopt a flexible approach to meet the customers needs which could include early morning/evening working as required. Work effectively with all teams to deliver services that meet the needs of the customer. Prepare an annual Neighbourhood plan for consideration by the Investment team as part of the annual Investment programme. Participate in the duty rota for the team. Administer the fair rent process for the properties in the patch. Liaise with support agencies and statutory organisations where customers needs are identified to support tenancy sustainment. Maintain a sound working knowledge of welfare benefits and Welfare Reform. Provide tenants and or applicants with information that will assist tenancy sustainment and general customer wellbeing, eg, smart technology, aids and adaptations, wider role initiatives. Implement and undertake a rolling programme of annual visits to tenants. Manage abandonments and carry out evictions. Arrears Management Manage rent arrears, former tenant arrears, lock up arrears, factoring debts and rechargeable repairs ensuring all arrangements and contacts are logged on the housing management software accurately. Prepare and serve Notice of Proceedings. Prepare the relevant legal action and eviction reports for the attention of the Head of Housing.

7 Ensure that Solicitors receive instructions in good time for cases which are due to be called. Ensure customers incomes are maximised by providing a basic welfare rights service to include assistance with claiming Universal Credit, Housing Benefit, Council Tax Benefit and discretionary housing payments etc. To identify and implement a range of approaches to manage rent arrears, eg, out of hours visits, telephone calls, and texting etc. Allocations and Void Management Allocate and let properties working to minimise void properties and relet times. Sign up new tenants including assistance with claiming Universal Credit, Housing Benefit, Council Tax Benefit and the Scottish Welfare Fund etc. Lead pre tenancy workshops. Carry out housing options/pre tenancy interviews. Assist with the daily download from the GHR and assessing housing applications. Carry out transfer inspections identifying any issues and agreeing a plan to address them with the tenant. Following the pre termination process and advising tenants of any potential recharges and the tenant bonus to ensure that any financial loss to the Association is kept to a minimum. Ensure that accompanied viewings are carried out for all voids properties. Ensure that the housing management software is kept up to with any contact from applicants and any changes to tenancies. Administer and process mutual exchanges, successions and assignations. Support and deliver the Low Demand Strategy and other Letting Strategies. Effectively manage the Associations housing lists including conducting regular review of lists. Lead on the administration of lettings to new developments. Anti-Social Behaviour Manage complaints of ASB relating to a tenant ensuring that open lines of communication are maintained with complainant. To lead on complaints of ASB where both owners and tenants are involved. Liaise with the Police and other relevant agencies in relation to ASB. To adopt a victim centred approach when dealing with and managing cases of ASB. Provide a mediation service to complainants and perpetrators where appropriate. Estate Management Undertake monthly estate inspections and take any appropriate follow up action. Carry out annual estate walkabouts. Liaise with the Neighbourhood team on issues of estate and property management. Partnership Working Organise decants when necessary and assume the role of Customer Liaison throughout the process. Attend march ins for investment works and the installation of aids and adaptations. Promote and support Community Engagement and Wider Role initiatives to improve the lives of customers. Maintain and develop effective working relationships with internal and external customers, eg, environmental health, social work, homeless casework team etc.

8 People Management (if part of role) To manage and coordinate the day to day activities of the Retirement Housing service. Ensure that individual targets are set as appropriate and performance monitored. Ensure that staff are managed effectively by following the principles of the Managers Pledge. Promote the development of staff skills through a culture of coaching and mentoring. Corporate Responsibility Act as a role model within the Housing Services team, living our operating principles (values) on a day to day basis Ensure compliance with all regulatory, statutory and legal requirements and other directives Comply with MHA s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make Maximise the use of ICT to improve efficiency, increase productivity, develop new and existing services and use the website and social media to promote the Association s activities and communicate with customers. Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and agreeing and implementing actions arising from internal and external audits

9 Person Specification Housing Officer Essential Experience and Knowledge Experience of working in a customer focused and performance driven environment Experience of supporting tenancy sustainment and managing rent arrears Experience of implementing void management and housing allocation processes Experience of effectively engaging with tenants and owners and actively supporting Registered Tenant Organisations Experience of dealing with vulnerable and/or challenging customers Knowledge of relevant housing legislation and current good practice Experience of liaising and negotiating with other agencies to access services or resources Basic knowledge of property maintenance issues Experience of managing tenancy issues including anti-social behaviour Experience of supporting the creation and implementation of estate management plans Experience of tenancy management during major works and decanting. Knowledge of Welfare Rights and the Welfare Reform agenda Skills and Abilities Self-motivated and effective team player Customer focussed approach with a drive to continuously improve services Excellent interpersonal and negotiation skills Excellent communication skills (written and verbal) with the ability to communicate effectively with different audiences Ability to find solutions to complex problems Ability to work flexibly and effectively plan and prioritise workloads within challenging timescales and deadlines Ability to analyse data / information with excellent attention to detail Excellent IT skills using Microsoft Office packages and housing management packages Ability to respond positively and flexibly to change Qualifications English to Standard Grade Pass level (or equivalent) Other Requirements Commitment to the values of Maryhill Housing Commitment to diversity and inclusion Flexibility to work out with office hours e.g. early mornings and evenings as required Desirable Knowledge of the Scottish Social Housing Charter and the Scottish Housing Regulator s Performance Standards Working knowledge of SDM software packages Knowledge and experience of Customer Engagement Experience of effectively supervising and supporting staff Knowledge of retirement housing issues Professional Housing qualification Hold a driving licence and have use of a car, insured for business use, during the working week