Tenancy Support Manager Recruitment. June 2014

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1 Tenancy Support Manager Recruitment June 2014

2 Tenancy Support Manager Thank you for your interest in the above position at Newport City Homes. This information pack contains the following: About Newport City Homes Values Being part of Team NCH Total Reward Package About the Role Role Profile Summary of Terms and Conditions About the Process How to apply Further information We recommend you take a look at the following documents: Our Strategy Customer Charter

3 Our First Values Fair in our policies and practices as a landlord and an employer, providing flexible service delivery and recognising the efforts and contribution of our people. Working together to continuously improve, embracing change and striving for great solutions to transform vision into reality. Respectful of the inherent value and worth of each person striving for inclusiveness and diversity in all our activities Open and transparent, we value trust and seek the views of others responding appropriately to the voices of our customers and employees. Accepting responsibility and accountability for our words and actions, living our values and delivering our vision

4 Being Part of Team NCH Our standards are high, our people are special. About us Newport City Homes (NCH) came into existence on 9th March 2009, after Newport City Council transferred its housing stock to the new organisation. We provide services to over 10,000 residents, leaseholders and shared owners in the city. A great place to work We have high standards and we know our strength lies in the quality of our people who with their talents, enthusiasm, and commitment are making a lasting impact on our residents and the communities they live in. We are committed to investing in our staff development, providing them with opportunities and rewarding them fairly, in turn promoting excellent customer service and a can do approach. Joining Team NCH a rewarding move in lots of ways Our business is built on relationships with our residents, partners, employees and the communities where we work. We are committed to placing residents at the heart of everything we do so that we listen, learn and continuously improve. We employ people with a positive attitude who are passionate about their jobs, genuinely want to help our customers and will always look for ways to improve the services we offer. We recognise that our staff work hard to deliver a great service and therefore it s fair that they re well rewarded for their efforts. Our culture and FIRST values Our corporate culture is built on our core values and on the behaviours that underpin them. Being part of Team NCH involves a commitment to working in accordance with our FIRST values, focusing on common goals, taking personal responsibility and striving to achieve great things in the delivery of our promises to residents.

5 Our Total Reward Package We have developed an attractive total reward package to ensure we recruit, motivate and retain the best staff. That package includes: Opportunity to make a difference The opportunity to impact directly on the lives of Newport residents by providing a quality service and to be part of a successful, dynamic and continuously improving organisation. Commitment to equality and diversity We have a genuine commitment to equal opportunities and value the diversity of our staff, residents and the communities in which we work Opportunities for learning and developing your skills Investing in you to ensure that we constantly improve as a company, we continually invest in enhancing the knowledge and skills of our employees. We place a high priority on learning and development and have a commitment to helping everyone realise their true potential Learning culture you ll find a work environment specially created to make the most of your unique talents, where you can express yourself and continuously learn. All new recruits and staff gaining promotion receive a bespoke induction programme for their new roles We have an equality scheme which sets out the way we promote equality and diversity in all we do. The Equalities Working Group oversees the implementation of the scheme. Core benefits Rewarding roles and personal development opportunities Competitive salaries A minimum of 25 days holiday per year, increasing each year to a maximum of 30 days, plus 8 bank holidays (pro-rata for part-time staff) An occupational pension scheme on starting your employment you can join our pension scheme, to which NCH will contribute Modern offices and an informal and friendly working environment reflects our belief that a happy workplace is more productive Free refreshments water cooler, tea and coffee Corporate clothing for designated jobs Latest information technology systems and equipment. Learning opportunities learning and development in NCH goes beyond attending a training course. We provide on the job coaching, secondments, e-learning, lunchtime learning events and in-house development programmes, along with access to external academic and vocational qualifications Unlocking talent Performance & Development Reviews (PDRs) for all, focusing on performance objectives and future learning and development. We work with all our people to identify their true strengths and inner talents, so that they grow and evolve along with the company NCH Academy and trade apprenticeships we have established an NCH Academy providing paid work experience placements and opportunities to study for recognised qualifications for people who are experiencing difficulty in gaining employment. We also offer apprenticeships in a range of trades, such as carpentry, plumbing, heating and electrical Professional membership fees we pay an annual professional membership fee where this is relevant to the role.

6 Balancing work, health and home Work-life balance we offer a range of options including part-time, job share and compressed hours, as well as flexi-time for most jobs Health, safety and wellbeing we provide a safe and healthy working environment including access to occupational health and counselling services, individual health checks and an occupational sick pay scheme with a sliding scale of benefi ts based on length of service Health and wellbeing scheme we have a dedicated Health and Wellbeing Group to coordinate initiatives and activities, e.g. healthy lifestyle events, relaxation techniques and smoking cessation classes Free fruit provided for staff and visitors Childcare vouchers for working parents, replacing part of their salary with vouchers and benefiting from government tax incentives Free VDU eye tests and, if you need glasses for VDU use, a contribution will be made by us Enhanced maternity, paternity and adoption leave Options for buying and selling holidays opportunity to buy or sell up to one working week s annual leave each year. Family related leave to include compassionate leave in the event of the death of a close relative, up to three days per annum paid leave for emergencies with dependents, and leave for medical reasons or to attend medical screening. Staff involvement Team APP chats with our Chief Executive to discuss Annual Performance Priorities (APP) TU recognition under our Joint Consultative Committee Staff forum with representation throughout NCH Opportunities for involvement in decision making and improvement projects. Celebrating success and having fun A friendly, fun and professional place to work our Staff Social Committee organises a range of activities throughout the year, which gives our staff the opportunity to interact in a relaxed environment. This includes a funded staff Christmas party Awards we have a PRIDE award for our employee of the year, presented at the annual staff conference, and a quarterly Who s Your Hero? Award to recognise staff who have gone the extra mile in delivering excellent services.

7 Role Profile Job Title: Responsible to: Responsible for: Department: Section: Location: Tenancy Support Manager Supported Housing Manager Tenancy Support Officers & Money Advisor Housing and Regeneration Housing Services Central Office Job Purpose To manage the delivery of high quality tenancy support services to residents to help maintain tenancies, ensuring that all NCH services reflect the support needs of its residents. This includes: A commitment to provide a strong community focus to improve the lives of our customers/residents. Demonstrating the Company s Equal Opportunities, Health & Safety, and Customer Service standards in all activities. Ensuring the activities of the Company are carried out to the highest standards of integrity and professionalism in accordance with all relevant legislation. Ensuring that resident engagement and participation is at the heart of all activities. Key Responsibilities 1. To manage the provision of Tenancy Support services to residents with a range of support needs, to enable them to maintain their tenancies and live independently within their homes. 2. To lead, manage and motivate the Tenancy Support team, ensuring that staff are effectively trained on their duties and are apprised of their performance. 3. To directly provide a variety of support solutions to residents at all stages of the tenancy process, with a particular focus on complex cases. 4. To enable the provision of effective support and assistance on financial inclusion issues including income maximisation, benefit entitlement, financial assessments and debt management, in line with current legislation, case law and best practice, with effective signposting for specialist advice as required 5. To review residents progress in achieving the desired outcomes set out in their individual support plans and gather evidence to demonstrate their effectiveness in sustaining independence and promoting health and wellbeing. 6. To initiate, plan, direct and implement policies and procedural changes in respect of Tenancy Support services, ensuring they address local issues and priorities. 7. To initiate, develop and sustain key partnerships and joint working with other

8 professionals and agencies involved in the provision of support to residents as appropriate. 8. To lead on the delivery of special initiatives and projects to develop Tenancy Support services in accordance with national and regional requirements and best practice. To research and generate bids to help fund such initiatives and projects. 9. To be responsible for the efficient management of delegated budgets. 10. To be responsible for data security and systems management. 11. To contribute to service development and research projects to inform operational service delivery and strategic service development. 12. To work in partnership with other relevant bodies and areas of the Association as required to achieve strategic objectives. 13. To develop and maintain systems for monitoring the effectiveness of services and the achievement of service standards and performance targets. 14. To prepare and present reports and management information on the activities and performance of the Tenancy Support service as required. 15. To actively promote resident participation and involvement in line with the Resident Participation Strategy. 16. To carry out any other duties as directed by your Line Manager in furtherance of the Association and individual objectives and policies. This job description sets out the main duties of the post, which may vary from time to time without changing the general character of the post or the level of responsibility entailed. This post requires an enhanced DBS check.

9 Knowledge / Skills / Experience Essential Desirable Housing qualification or equivalent through relevant experience. Sound knowledge of tenancy support services and financial inclusion. Relevant experience of working in tenancy support/ supported housing environment. Experience of staff management. Experience of assessing complex support needs. Experience of developing and maintaining effective customer focused services, with a commitment to continuous service improvement. Experience of partnership arrangements and working in a multi-agency environment. Effective communication skills. Effective interpersonal skills with the ability to influence others. Demonstrate assertiveness and sensitivity in dealing with difficult and complex cases. IT literate with the ability to use word processing / spreadsheet software and provide performance management information. Ability to understand, maintain and manage confidential information appropriately. Proactive approach with the ability to think and act on own initiative with minimal supervision. Ability to work as part of a team in a busy environment dealing with conflicting priorities. Ability to move between sites during the working day. Ability to work outside of normal working hours as and when required. Professional qualification of the Chartered Institute of Housing or equivalent. Experience of policy development and implementation. Experience of financial management. Awareness of current housing and support legislation Experience of project management. Competencies (Behaviours which the role holder must demonstrate to be successful in the role) Communication Ability to communicate at all levels, in a way that results in effective action, expressing ideas and decisions in an open and confident manner. Understands the importance and benefit of two way communication, asking questions and checking understanding. Leadership Proactively communicates the vision and values both inside and outside the organisation. Has high credibility and is able to get buy-in from others. Ethical behaviour Deals sensitively and appropriately with others and works in an honest and ethical way.

10 Change Orientation Able to support cultural change. Acts as a role model in demonstrating a positive attitude, proposing and supporting change initiatives and managing change programmes. Business Awareness Challenges and questions the status quo in order to identify ways of improving performance. Innovation Innovative and imaginative in approach; takes allowable risks. Customer Focus Strong understanding of meeting the needs of customers, achieving and sustaining customer satisfaction. Achievement Orientation Maintain effective working relationships with partners. Strives for excellence, managing workloads and priorities to meet targets. Values Fair Fair and consistent in dealings with staff and tenants. Innovative Respectful Sincere Encourages new approaches and creative solutions to exceed standards and achieve service excellence. Recognises and respect the needs of others; respectful and caring in dealings with tenants and staff. Values Diversity. Passionate and committed to the aims and ethos of the organisation. Trustworthy Builds trust by being open, honest and transparent. FIRST FOR PEOPLE, PLACES AND PARTNERSHIPS

11 Supported Housing Supported Housing Manager Tenancy Support Manager Sheltered Housing Manager Sheltered Housing Manager Money Advisor (Water Collect 3yr FTC) Tenancy Support Officers X 4 Scheme Managers x 8 Mobile Scheme Managers x 2 Scheme Managers x 9 Supported Housing Assistant Welfare Reform Assistant Tenancy Support Co-ordinator

12 Terms and Conditions Post: Tenancy Support Manager Salary: 28,458 to 31,620 Location: Leave: Notice required: Sickness Pay: Pension: Nexus House, Newport Minimum of 25 days holiday per year, increasing each year to a maximum 30 days, plus 8 bank holidays. 1 week during probation 1 month once confirmed in post Up to 3 months full pay and 3 months half pay after a five year period. An occupational pension scheme on starting your employment you can join our pension scheme, to which NCH will contribute.

13 Guidance Notes for Completing Your Application Each application is important to us and, in order to ensure we get the right person for the right role, it is important that all candidates have the same opportunity to succeed when applying. A completed application form is the only information considered when we select candidates for interview. We do not accept CVs alone, but you may wish to submit yours in addition to your application to provide additional information. It is important that you read these guidelines to understand what makes a successful application. Before completing your application We advise that you read through the Role Profile taking note of the skills, experience, abilities and personal qualities that are required for the post that you are applying for. When completing the form make sure that you complete all sections in as much detail as possible. However, we understand that some parts of the application may not be relevant to you or the role; where this is the case please write N/A. The first part of the application form contains information about you. Please note this information is not included as part of the shortlisting or interview process. Your Personal Details Please ensure that you provide your most up to date telephone number and address. It is important that you declare if you have been employed by us in the last 12 months or if you are related to a Board Member or member of staff. We need this information as we have to gain permission to offer employment in these circumstances from Welsh Government. References Please provide reference details from two people; one of which should be your current or most recent employer. If you have a full employment history then a second employer reference should be given. However, if you are unable to provide a second employer then please provide a reference from a school, college teacher or personal reference. If the role requires a DBS check then you will be required to provide employer references for the last three years. Equal Opportunities Monitoring Form We require this information to check the effectiveness of our Equality and Diversity Policy and to ensure that we are reaching all sections of the community. Please note that we are committed to interview all disabled applicants who meet the essential criteria for the post.

14 Guidance Notes for Completing Your Application Record of Convictions You are required to advise us of any unspent convictions. If the post is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 you are required to complete a record of convictions form declaring any current or previous criminal convictions. It is essential that you complete this part of the form regardless of whether you have a criminal record. Failure to disclose a criminal record may result in an offer of employment being retracted or the employment being terminated. Knowledge, Skills and Experience The next part of the application form is the most important because it is where you get the opportunity to demonstrate how your knowledge, skills and experience match those outlined in the role profile. You should draw on your current and previous job roles and other relevant situations to demonstrate how your skills and experience are compatible with those of the profile. Please note that we require you to give examples of these and match them to the requirements of the role profile. Your Information Please note that all application forms received are kept by our HR team. If your application is successful then your application form will become part of your HR file. If you are unsuccessful we will retain your form for six months, in line with the Data Protection Act, after which it will be destroyed securely. Part of your application form may be held on a computer database and used to provide information for administration and reporting purposes. However, when application forms are used for this purpose no applicant can be identified from this information. Submitting Your Application There are a number of ways that you can submit your application form to us. By to By post to: Human Resources Newport City Homes Central Office Nexus House Mission Court Newport NP20 2DW You should ensure that your application form is received by us by midday on the closing date. Unfortunately we cannot accept any applications after this time and as a result these will not be processed. We look forward to receiving your application. If you have any queries please contact our HR team on (01633)

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