Recruitment Pack. Debt and Benefits Advisor. Wellingborough Homes. August 2015

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1 Recruitment Pack Debt and Benefits Advisor Wellingborough Homes August 2015 Wellingborough Homes 9f Silver Street Wellingborough NN8 1BQ

2 Contents Page No. 1. About Wellingborough Homes Job Advert Job Description and Person Specification Remuneration, terms and conditions The recruitment timetable Further information How to apply... 9 Appendix one diversity monitoring and declaration form

3 1. About Wellingborough Homes Wellingborough Homes is a not for profit housing association. Mission and Objectives Our mission sums up what we re all about: Wellingborough Homes will work successfully with its customers and communities to provide great services and high-quality living environments. To deliver this mission, we have a five-year corporate plan underpinned by six strategic objectives, to: produce and use effective, high quality, accurate and timely data establish an investment measure for social and financial return ensure investments generate optimum social and financial value reduce costs and drive efficiency ensure operational performance is maintained at a high level develop key strategies. Meeting these objectives will make us a well-run housing association that: is efficient and provides quality, value-for-money services for its customers undertakes its core business of letting and managing homes with a high degree of competency makes a significant contribution to increasing the supply of affordable housing in Wellingborough looks after its existing homes and invests wisely in them and the areas where they re located understands the communities we work in and contributes intelligently to supporting them as a good neighbour. is swift and fleet of foot so we can respond rapidly to opportunities or threats

4 2. The Job Advert Debt and Benefit Advisor Salary Band: 7 Salary - c24, progressing to 27, Providing our customers with advice and support, you will deliver a high performing, customer focused service across all areas, ensuring the provision and development of good quality advice and information on debt and benefits, and other social welfare matters as appropriate. The successful applicant will increase benefit awareness and promote benefit entitlements and a culture of payment amongst our customers, assisting in maximising customers income levels. You will be expected to manage complex cases relating to welfare benefit and debt management and liaise with external agencies where required including CAB, Community Law Service, Credit Union and debt management agencies As well as providing information, training and advice to colleagues on welfare and benefit advice.. We are looking for a motivated individual who is committed to providing solutions and advice for customers with complex issues relating to welfare benefits. It will be essential for the candidate to have good knowledge of welfare benefits, appeals processes and wider welfare issues such as housing, debt management and budgeting, including those for EU nationals. You must value the importance of developing strong relationships with internal and external stakeholders and will have experience of working together with partner organisations to maximise the impact of welfare benefits support to customers and be happy to carry out home visits both during and occasionally outside of office hours if necessary. The successful candidate must also have experience of collating information, preparing and writing reports and provide statistics as required by internal and external stakeholders. CLOSING DATE: Your completed CV, Supporting Statement and Diversity Monitoring & Declaration form must arrive no later than 12 noon on Friday 11 th September INTERVIEW DATE: 1 st or 2 nd October 2015

5 3.The Role. Wellingborough Homes Job Description Post Title: Debt and Benefit Advisor Salary Band: 7 Responsible to: Neighbourhood Housing Team Leader Main purpose of the Job: 1. Delivering a high performing, customer focused service for customers across all areas, ensuring the provision and development of good quality advice and information on debt and benefits, and other social welfare matters as appropriate. 2. Help the association meet its corporate objectives by delivery of a proactive and preventative customer focused income management service. 3. Increasing benefit awareness and promoting benefit entitlements and a culture of payment amongst our customers, assisting in maximising customers income levels. 4. Manage complex cases relating to welfare benefit and debt management and liaise with external agencies where required including CAB, Credit Union and debt management agencies. 5. Provide information, training and advice to colleagues on welfare and benefit advice. 6. Assist in the improvement of services and assist in the development of policies and procedures. Key Achievement Areas: 1. Delivery of high quality debt and benefit advice service, ensuring the provision of a high performing customer orientated service, ensuring the service meets the needs of, and is accessible to all customers. 2. Ensure that the organisation maximises its income through the effective management of income collection and debt management services, adopting a proactive and preventative approach that creates a culture of payment amongst our customers. 3. Respond promptly when dealing with enquiries from customers, their representatives and internal/external stakeholders. 4. Meet all identified Operational PIs and targets for your area and provide performance information, as required. 5. Lead on the provision of effective debt and benefit advice being provided to customers and work with relevant agencies, such as CAB, and the Credit Union in supporting customers. 6. Manage a case load of complex cases relating to benefit appeals and representing then at hearings as appropriate. 7. Manage a case load of complex cases involving debt management plans, advice on insolvency, court actions and bailiffs. 8. Develop, lead and participate in locally based initiatives to maximise benefit take-up for Wellingborough Homes customers. 9. Undertake home visits as necessary.

6 10. Provide on-going and benefits training to staff including producing training materials. 11. Provide training to customers on benefits, money management and budgeting skills, including their rights and responsibilities. 12. Identify and refer concerns in relation to child protection and vulnerable adults in line with safeguarding policy protocols with the support of your line manager. 13. Lead on creating a culture of payment amongst our customers and work collaboratively with to ensure we maximise income and minimise debt for customers. 14. Maintain accurate records for each customer you provide advice to. 15. Identify and refer any cases of suspected fraud to the local authority and DWP. 16. Work with colleagues across the Association to ensure a seamless service is provided to customers. 17. Keep up to date with legislation, regulations and good practice associated with the role. In particular to keep up to date with changes to welfare benefits and Welfare Reform. 18. Promote the Association internally and externally so as to ensure a positive external image and a highly motivated workforce. 19. Promote the service by advising on and developing information and publicity material. Other This profile only contains the main accountabilities relating to the job and does not describe in detail all the duties required to carry them out. The post holder may be expected to: Undertake such other duties and responsibilities as are specified by the Board, Executive Team, Director of Housing and Support Services and Head of Housing and Customer Services which are commensurate with the level of the role. Work outside of normal office hours especially to attend meetings and respond to out of hours emergencies. Act at all times within the organisations rule, policies, procedures, standing orders and financial regulations. Corporate Responsibilities Work with colleagues to ensure that the organisation is seen as a respectful and open organisation which values its staff. Ensure that the organisation s policies including but not limited to Comply with the Equality and Diversity, Health and Safety, Customer Services are complied with through all activities; and that all work is under taken in accordance with the relevant codes of practice and legislation. Play an active role in shaping the culture into one which encourages accountability, flexibility and rewards people for delivering corporate priorities and outcomes. Actively and effectively promote the organisations values, role modelling appropriate behaviours and acting with the highest level of professionalism and integrity. Comply with the Code of Conduct for employees. Contribute to cross team/departmental projects and workshops.

7 Wellingborough Homes Person Specification Debt and Benefit Advisor Essential Desirable Qualifications Experience Skills/Knowledge GCSE education or equivalent through relevant training/experience. Experience of working in a customer facing role, achieving successful outcomes in the delivery of services that meet customer need At least 2 years experience in providing debt/benefit/welfare advice. Experience in calculating benefit entitlement and identifying errors and under claiming. Experience of negotiating repayment plans with a third parties, providing advice on insolvency, court procedures and dealing with bailiffs Experience of benefit appeals and tribunal representation. Experience of lone working Able to effectively communicate with customers and understand their needs, often in emotional and sensitive situations. Effectively deal with conflict and potentially aggressive/volatile situations involving customers. Knowledge of all benefits available and how these can be claimed, including those for EU nationals Commitment to delivering high quality customer services and commitment to continuous improvement. Good numerical and analytical skills and an ability to understand and interpret information. Excellent verbal and written communication skills. Understanding and commitment to equality and diversity. Health and safety and data protection polices and legislation applicable to the role. Effective and positive relationships and networks with internal and external stakeholders. Ability to work under pressure, with deadlines, with competing priorities. Be committed to Personal Development and Learning plan. Operating sensitively with awareness of a person s circumstances. Confident IT user CIH Level 2 or above Advice related qualification Experience of working in a housing management/ social housing environment. Experience of working in a debt/money advice environment. Empathy and a good understanding of the issues faced by elderly and vulnerable customers Knowledge and understanding of housing management. Knowledge of the legal, regulatory and operational issues related to housing management services.

8 Essential Desirable Other Requirement to have enhanced DBS check. Willingness and able to work a flexible working week including some weekends and evenings Car driver owner and valid UK (or equivalent) Driving Licence

9 4. Remuneration, terms and conditions The salary band for this role is 7 starting at 24, progressing to 27, plus an essential car user allowance. Main terms and conditions are below: Essential Car User Allowance 23 days holiday rising to 28 days over 5 years (plus statutory days) Pension: Social Housing Defined Benefit CARE scheme or Social Housing Defined Contribution scheme (and option to make additional contributions through salary sacrifice) Local Gym membership Note: A full statement of the main terms and conditions of employment will be supplied with any formal offer of employment. The above information may be helpful to applicants as a guide, but should not be treated as a substitute for a full contract and are subject to change. 5. The recruitment timetable The recruitment timetable is as follows: Date Activity 12pm, 11 th September 2015 Closing date 1 st or 2nd October 2015 Interviews 5. Further information If you require any further information about this role please contact a member of HR team in the first instance: Sarah Hurst, HR and Payroll Manager or Adine Hubbard, HR Assistant, or 6. How to apply You are asked to submit the following documents to be considered for this role: i. A detailed CV (no more than 1,500 words) including details of positions held (and dates); size of budgets, teams managed and key achievements, as well as qualifications. ii. iii. iv. A supporting statement (no more than 1,500 words) addressing the Person Specification and evidencing your experience and knowledge. Full contact details (name, job title, organisation, phone and ) for two referees (including your current employer). Please note we will not take up references without your prior permission. A completed diversity monitoring and declaration form (attached at Appendix One and available in Word format on the Wellingborough Homes website address above). Please note, this information is for monitoring purposes only and will not be seen by the shortlisting panel. We look forward to receiving your application before 12pm, Friday 11 th September 2015

10 Appendix One Equality and Diversity Monitoring Form Wellingborough Homes are committed to promoting equality and valuing diversity. APPLICANTS: The information you provide will be used for statistical purposes to enable us to gain a clear picture of the equality impact of our recruitment and selection policy. SUCCESSFUL APPLICANTS/EMPLOYEES: The information you provide will be used for statistical purposes to enable us to undertake Equality Impact Assessments and Audits. POST(s) APPLIED FOR: Year of application: SURNAME: Month of application: NAME: AGE: GENDER IDENTITY at birth Male Female GENDER IDENTITY today Male Female DISABILITY STATUS A disability is defined by the Disability Discrimination Act 1995 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. Disabilities can be hidden and include long-term conditions which can be controlled through medication, for example epilepsy, asthma, heart conditions, diabetes. Do you have a Disability? Yes: No: SEXUAL ORIENTATION Bi-sexual Gay Heterosexual Lesbian Other Prefer not to say ETHNIC GROUP Choose a section from A to E, then tick one box within that section that best describe your ethnic group or background. A WHITE Welsh/English/Scottish/Northern Irish/British Irish Gypsy or Irish Traveller Any other White background D Black/African/Caribbean/Black British African Caribbean Any other Black/ African/ Caribbean background RELIGION OR BELIEF Tick one box that best describes your religion/belief. No religion Jewish Christian (including Church of England, Catholic, Protestant and all other Christian denominations) Muslim Buddhist Sikh Hindu Other B Mixed/multiple ethnic groups White and Black Caribbean White & Black African White & Asian Any other Mixed/multiple ethnic background E- Other Ethnic Group Arab Any other ethnic group, What is your employment status? C Asian/Asian British Indian Pakistani Bangladeshi Chinese Any other Asian background Tick one box to best describe your current status. Career break returner School, college or University leaver Employed (zero contracted hours or casual) Employed (fixed term/temp) Unemployed Currently Employed by Wellingborough Homes Employed (full time) Apprentice/ Internship Employed (part time) Any other

11 Appendix one continued. DECLARATION BY APPLICANT Criminal Records It is Wellingborough Homes policy to require all applicants for employment with Wellingborough Homes to disclose all convictions which would be considered to be unspent under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 and The information you provide will be treated as strictly confidential and will be considered only in relation to your suitability for the post you are applying for. Offence Date of Conviction Sentence Evaluation of our spend on advertising Where did you first see or hear about this job opportunity (please tick one only): Social Media Internet Search Print Place/event Wellingborough Homes Facebook page Jobs Today website Local newspaper Rose Event (job fair) An advert on Facebook Internet Search (e.g. Google) National newspaper Please specify Open day (Wellingborough Homes) Wellingborough Homes Website (job page) LinkedIn Professional journal or magazine Job Centre Twitter Other Jobs Website Please Specify Other Other job/careers fair Declaration by applicant I confirm that to the best of my knowledge the information provided on this form is accurate and complete. I understand that if any information is found subsequently to be incorrect and/or falsified, any job offer made to me may be withdrawn. I understand that should I commence employment with the company and if any information on this form is found subsequently to be incorrect and/or falsified, I may be subject to disciplinary action which may result in the termination of my employment. NAME DATE

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