JOB DESCRIPTION INCOME MANAGEMENT OFFICER

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1 JOB DESCRIPTION INCOME MANAGEMENT OFFICER PURPOSE OF ROLE To contribute to the AHP Group s (Aberdeenshire and Moray Housing Partnerships) Income Management process and our aim of providing a supportive; effective and customer focussed housing management service to tenants and other service users. This post is working alongside the Housing and Finance teams, however is primarily orientated towards and carries a significant responsibility for arrears recovery; debt management and financial inclusion throughout AHP and MHP areas of operation. The primary purpose of the role is to recover rent arrears and other debts (including former tenant arrears; recharges and non-housing accounts) in an efficient and effective manner in accordance with policy and procedure. The post holder is expected to maximise income to The Group and to contribute to the achievement of income/arrears management targets and budgetary/operational objectives. It should be noted some variance in the role may occur from time to time. OVERALL RESPONSIBILITIES The post holder has significant individual responsibility for setting priorities and managing a diverse customer based workload. In particular the post holder will be responsible for early identification and intervention within an income management framework; ensuring debt levels are minimised and rental and other service driven income is maximised. The officer will be required to work to performance targets and will be involved in related reporting mechanisms including to the Governing Body; Sub Committee s and Senior Management Team. Duties require a dedicated; persistent and tenacious approach using a full range of office and field based contact techniques. The balance will be as required and constantly reviewed in conjunction with the Housing Operations Manager. The post will cover the full geographical area of AHP/MHP s service provision and will involve daily contact with tenants. The post holder must liaise on a daily basis with internal customers; external customers; stakeholders and providers of services to ensure delivery of sensitive and effective income management and arrears recovery.

2 KEY TASKS Undertake Rent arrears duties including, but not limited to, those which achieve: i. Reduction in rent arrears; ii. Increase collection rates; iii. Collection of Former tenant Arrears and Recharges iv. Awareness of Welfare reform impact and mitigation services Record and action service delivery activities including controlling and monitoring all cases where tenants fail to pay revenue due to the Group incorporating agreeing affordable repayment arrangements and ensuring that these are adhered to in accordance with the performance targets relating to rent arrears. Maximising income from rents and/service charges by ensuring prompt payment of all income due. Manage the caseload with reference to rent arrears and other debts. This will include visiting the homes of tenants or conducting office interviews where appropriate to assist with and inform them of the procedure on debt management and recovery. Using varying methods to trace Former Tenants to pursue recovery of debts. Liaise with the Finance team as required to identify target income stream requirements in accordance with budgetary forecasts; monitor financial risks associated with income requirements and coordinate debt recovery measures as required (including determining the need for prioritised and targeted response actions). Establish, develop and maintain effective and collaborative working relationships with all work colleagues and with any appropriate external agencies to ensure service standards are met (including attending meetings). Communicate through various means to key stakeholders such as local authorities, DWP, employers, other statutory and support agencies as appropriate. In particular, liaising with Local Authorities to ensure tenants receive their full entitlement to Housing Benefit, to minimise Housing Benefit overpayments and receive newer entitlements such as DHP and Universal Credit as they are introduced and become fully operational. Utilise a full range of communication techniques in dealing with tenants/customers and, help compose all necessary paperwork in order to ensure legal action (including proceedings for possession) comply with legislation. Coordinate and oversee the preparation of court documents to be submitted for tenants referred for legal action in the Court system. Ensuring timely submission of relevant paperwork and documents to the Court. Representing The Group at Court cases enrolled in legal action Prepare eviction reports in accordance with policy and procedure and attend evictions as required. Work with other agencies to respond to the needs of tenants through referrals and signposting where necessary.

3 Ensure all information systems are maintained and updated as appropriate and produce reports as requested. In particular maximise the effective use of Information, Communication and Technology (ICT) in all areas of housing management functions but in particular in relation to rent arrears and other debt management, for monitoring and action when dealing with individual cases to ensure they are dealt with sensitively, efficiently and effectively Maintain an up to date knowledge of relevant legislation and good practice. Contribute to the achievement of income management targets and objectives by effectively managing individual performance. Provide a professional, caring, customer focused and cost effective service. Maximise customers experience and minimise complaints through the delivery of a high service standards including appropriate welfare benefits and money advice. To assist with aspects of Welfare reform changes. Participate in the collation of performance management information for reporting purposes to ensure continual improvement Referring cases for write off to the Housing Operations Manager, where debt recovery procedures have been exhausted. Liaise with Housing Operations Manager over initiatives to reduce rent arrears and other service driven debts Help undertake analysis of rent arrears/debtor levels and cases; reporting on any trends identified with appropriate recommendations to promote a pro-active and preventative approach to arrears GENERAL OBLIGATIONS/EXPECTATIONS Whilst the post is orientated to arrears recovery and debt management the post holder may be required to cover for and undertake wider housing management functions as required. This may include those duties expected of other Housing and/or Finance Officers. In conjunction with the Housing Operations Manager and other senior staff, assisting with the review of existing policies and procedures and influencing the development of new policies and strategies. To carry out all duties of the post in accordance with best practice and all-relevant policies and procedures including The Group s Equality & Diversity Policy and Health & Safety Policy.. Issue which may arise within the post at various times, and the postholder is expected to carry out other duties from time to time which are broadly consistent with those in this document and commensurate with the post.

4 AHP GROUP: INCOME MANAGEMENT OFFICER - PERSON SPECIFICATION FACTOR REQUIREMENT ESSENTIAL OR DESIRABLE RELEVANT EXPERIENCE Good knowledge of current social housing issues and relevant legislation Desirable Knowledge of housing/rent arrears management or commercial sector credit control/debt recovery Desirable Previous experience of working in the social housing or private rental sector debt recovery environment (or similar) Desirable Knowledge of housing law in debt recovery or contract law Knowledge of welfare benefits and housing benefit Desirable Experience of dealing directly with the public and delivering high quality customer care Understanding of inter-agency relations within the Desirable social housing sector Good preparation and presentation of high quality written reports, proficient in statistical analysis and quantitive business technicques EDUCATION & QUALIFICATIONS Good standard of overall education such as H level or equivalent minimum standard that meets the requirements of the post Membership of Chartered Institute of Housing or equivalent/ studying towards professional qualification Previous experience in housing or private sector credit control Desirable

5 JOB RELATED SKILLS PERSONAL ATTRIBUTES WORK CIRCUMSTANCE Ability to understand, interpret and fully apply prescribed processes in line with Company policy, including the application of sound judgement and discretion where required Clear understanding of, and commitment to, tenant involvement Good customer care skills and effective conflict management skills Ability to organise, prioritise and deliver workload and achieve targets Computer literate and able to use variety of software packages, e.g. word processing, spreadsheets and presentation packages Ability to work as part of a team or unsupervised, and maintain high standards in a busy and challenging environment Good analytical strength with high standard of literacy, numeric and reporting skills Confident in public speaking Well organised with good time management skills and highly motivated Ability to work in a busy and dynamic environment and deliver to strict deadlines High standard of communication and negotiation with tenants and other service users, staff, contractors, managers and other stakeholders High level of interpersonal skills; professional and flexible attitude to work Ability to work under pressure, remain positive and enthusiastic managing a demanding workload Personal commitment to the Vision and Core Values of the AHP Group Ability to use own initiative and adapt to rapid change Able to work outside normal office hours if/when required, including evenings and weekends Hold a valid driving licence and have the daily availability of a car NB: The above specification defines the minimum essential requirements of the job, but the Company will have regard to the Disability Discrimination Act and will make "reasonable adjustments" to help applicants with a disability achieve these standards. Compliance with all the requirements of the Job Description and Person Specification does not guarantee an interview. It may be necessary to use additional criteria at the shortlisting stage.

6 Post applied for PERSONAL DETAILS Surname Name First Name Address where we can write to you: Post Code If you can be contacted during the day by phone, please give the number: If you have a telephone at home, please give the number Do you hold a current driving licence? YES NO Is it clean? YES NO If no please give details Eligibility to Work in the UK If your application is successful we will need to see evidence that you are eligible to work in the UK before you commence employment. Are you eligible to work in the UK? YES NO If yes, please give your National Insurance number If you do not have a national insurance number we will ask you to produce other evidence of your eligibility to work in the UK if you are selected as the successful candidate. Disclosure of Criminal Convictions Have you ever been convicted of a criminal offence, other than a spent conviction under the Rehabilitation of Offenders Act 1974? YES NO If you have an unspent conviction we will look at in relation to the job you have applied for before making a decision. All information will be treated in confidence.

7 If you have criminal convictions, not considered spent under the Rehabilitation of Offenders Act 1974 please give details: EMPLOYMENT HISTORY Please give details of past and present work. This can be paid work, voluntary work or work from home. Start with the most recent. Current Employment From To Name of Employer, Job Title and Key responsibilities Reason for leaving Notice period Previous Employment From To Name of Employer, Job Title and Key responsibilities Reason for leaving Please continue on a separate sheet if necessary.

8 QUALIFICATIONS (Academic and/or Professional) or courses presently being studied. Institution Qualifications Class/Grade Result Year Obtained OTHER TRAINING/EDUCATION Training - include any short course you have undertaken, e.g. Night school, First Aid, Company Training courses. Details of Course and Outcome Length of Course Year Obtained

9 ADDITIONAL INFORMATION IN SUPPORT OF YOUR APPLICATION Please continue on a separate sheet if necessary.

10 REFERENCES Please give the name and address of 2 people to whom references can be made. One of whom must be your current or most recent employer. 1. Name: Company: 2. Address: Name: Company: Address: Tel No: Tel No: Please tick box if you do not wish referees to be approached without prior permission. GENERAL INFORMATION Where did you see/hear about this post? Candidates with a disability are guaranteed a job interview subject to meeting essential criteria detailed in the person specification. Please indicate that you have a disability and wish to be considered under the disability guaranteed job interview scheme. YES NO DECLARATION I confirm that to the best of my knowledge the information I have provided in this application is correct. (a) (b) I am/am not related in any way to a Board member of AHP. I am/am not related to any member of staff, consultant, contractor or supplier to AHP. Schedule 7 of the Housing (2001) Act refers. Signed Date Data Protection Act By signing this application form you consent to Aberdeenshire Housing Partnership using and keeping information about you, provided by you or by third parties i.e. referees, relating to your application for future employment.

11 Application for the Post of Ref No: 1. ETHNIC GROUP Please choose one section from a to e, then tick the appropriate box or give details to indicate your ethnic background. a. White Scottish Other British Irish Gypsy/traveller Polish Any Other White Background b. Mixed Any mixed background Please describe c. Asian, Asian Scottish, English, Welsh, or other Asian British Indian Pakistani Bangladeshi Chinese Any other Asian background Please describe d. Black, Black Scottish, English, Welsh or other Black British Caribbean African Any other Black background Please describe e. Other Ethnic background Arab, Arab Scottish or Arab British Any other group 2. GENDER Male 3. SEXUAL ORIENTATION Lesbian Bisexual Other 4. DEPENDANTS Female Gay Heterosexual Do you have any dependents and/or caring responsibilities? Yes No 5. RELIGION a. Buddhist b. Church of Scotland c. Hindu d. Jewish e. Muslim f. Roman Catholic g. Sikh h. Other Christian Please describe i. Other religion Please describe j. No Religion 6. DISABILITY Under the Equality Act (EA) disabled people have a legal right to fair treatment in employment. The EA defines a disability as a physical or mental impairment which has a substantial and long term adverse effect on your ability to carry out normal day to day activities. Do you consider yourself to be disabled within the definition of the EA? Yes No If Yes, please state briefly the nature of your disability 7. MARITAL STATUS Married Civil partnership Not married 8. AGE under Over ADVERTISING SOURCE Internal Job centre Word of mouth Online Newspaper Other Please describe

12 EQUAL OPPORTUNITIES POLICY STATEMENT Aberdeenshire Housing Partnership is committed to ensuring and promoting diversity and equality of opportunity in housing, employment and the provision of services for all people within its range of work. We welcome applications from all sections of the community. Aberdeenshire Housing Partnership aims to ensure that no job applicant or employee receives less favourable treatment on grounds of sex, marital status, age, race, colour, nationality, ethnic or national origin, religion or disability, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. Please complete the Equal Opportunities monitoring form with your application form as this will help us to evaluate the effectiveness of our recruitment policies and practices. The information you provide will be treated as confidential and will not form part of the selection process. Employing people with disabilities Aberdeenshire Housing Partnership intends to implement the actions required to become a Positive About Disabled People employer. All applicants who have a disability and meet the minimum criteria for the post will be interviewed. Aberdeenshire Housing Partnership monitors its recruitment and selection procedures to ensure that it does not discriminate under any of the following laws on equality: Sex Discrimination Act 1975 Race Relations Act 1976 Equality Act 2010 Employment Equality (Sexual Orientation) Regulations 2003 Employment Equality (Religion or Belief) Regulations 2003 The information you disclose on completion of this monitoring form constitutes sensitive personal data as defined by the Data Protection Act The processing of this data for the purposes of monitoring equal opportunities is permitted under the Data Protection (processing of Sensitive Personal Data) Order Your personal data may be held in a computerised system. The information you provide will only be used for monitoring purposes, it will be treated in strict confidence and will not form part of the interviewing process. This form will be detached from your application form on receipt and will be kept separately.

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