To keep things running smoothly requires the combined efforts of a highly talented team one we hope you ll be joining soon.

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1 10 th December 2015 Dear Candidate, Thanks for your interest in working for Family Mosaic. Family Mosaic is one of the largest housing providers in London and the South East. We provide affordable homes to rent and buy, as well as care and support services which help thousands of people. To keep things running smoothly requires the combined efforts of a highly talented team one we hope you ll be joining soon. You probably have a lot of questions about us, about what we do and about the role for which you re applying. You should find answers to all of them in this pack, together with some useful tips on completing your application form. You need to return your application to us by 4 th January If you re successful you ll be contacted within three weeks of that date. We look forward to hearing from you. Good luck! HR Director N.B. If you require a copy of this document in an alternative format please contact us on the number above.

2 If you want to help make a positive difference to people s lives, join Family Mosaic. Why us in particular? Maybe because we re a little different ourselves. When people think of a housing association, they usually think of a house. But the first thing we think of is the people who live there, and their health, wealth and wellbeing. It might be a family with two young teenage boys who could benefit from joining our Youth Academy. Perhaps it s a single parent who wants to get back into work they d certainly find our employment and training service useful. Or it could be a vulnerable adult or young person, who d benefit from the specialist, personalised care we can provide to them and thousands of other people. What s in no doubt is that Family Mosaic, a multi-award winning organisation, is one of the largest housing providers in London and the South East. We offer affordable homes to rent and buy, as well as care and support services for people needing extra support. We also partner local communities to make our neighbourhoods better places to live. And because you ll play a key part in helping us do all those important things, we ll make sure that you get the training and benefits you deserve. As well as your salary and an annual company bonus based on performance, you can expect: Pension including generous life cover. Private Health Insurance cover for long term sickness. Interest Free Season Ticket Loan or Car Loan for Essential Users. 25 Days Annual Leave plus Bank Holidays. Enhanced maternity and paternity leave. Family Mosaic College with a Career Pathways programme and development opportunities. Professional Fees, up to 75% of Approved Study Fees Paid. Plus a wide mix of additional benefits and flexible extras, ranging from Dental Insurance and Gym Membership to Childcare Vouchers. And on top of all that, there s the real satisfaction you ll get from helping promote the health, wealth and wellbeing of the 45,000 people living in our homes. So what does it mean when we say our culture is based on saying We Can? It means: Being dedicated to our customers. Having courage to do the right thing. Being confident in ourselves, and each other. Being smart about how we actively add value to our business, day after day. Join us today, and together we can. Visit or look us up on Twitter to find out more.

3 Here are a few useful tips. It s worth taking time to read through them and using what you learn to ensure you make a good impression. This pack should contain a job description and a person specification, a list of the competencies, an application form and our Equality & Diversity policy statement. Family Mosaic shortlists applicants for interview by matching the details given on the completed application form against the job description and person specification. We will be looking for clear evidence to show whether or not your experience, skills and knowledge match those set out in the job pack. Make sure you set out your skills in full, or you could miss out on being shortlisted. Please note that CVs are not accepted. Presentation is important, so be careful when completing the application form. If you are completing a hard copy form, please use black ink. If you are completing our online form, remember that your progress will be saved so you can return later if you are not able to spend as much time as you would like initially. Depending on the level and type of tasks involved in the job you re applying for, spelling and grammar may be taken into account in the shortlisting process. Section 5 of the online application form is the most important part of the form as far as making your case for shortlisting goes. Please use this section to make clear what skills, knowledge and abilities you have, giving examples where possible and linking back to the requirements set out in the person specification. If you ve not been in work before, you should consider whether you have gained any useful skills or experience in voluntary roles. You are advised to draft out your application before completing the form; it would also be a good idea to take a photocopy of your application for reference purposes. Your completed application form must be received by the closing date given.

4 Family Mosaic recognises that certain groups and individuals are more likely to suffer discrimination and face inequality through unfair or unreasonable behaviour towards them. As an employer and provider of housing, we are committed to making sure that no one receives less favourable treatment. We are particularly mindful of the protected characteristics of race, gender, disability, age, sexuality, religion and belief (including a lack of religion or belief), gender reassignment status, marriage and civil partnership, and pregnancy and maternity. The organisation will abide by the Equality Act 2010, will implement the provisions of the EHRC Code of Practice for Employment and, wherever practicable, will have regard to the public sector equality duty to: Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act; Advance equality of opportunity between people who share a protected characteristic and those who do not; and Foster good relations between people who share a protected characteristic and those who do not. As stated in our Single Equality Scheme and supporting Policy Statement (both availably publicly via our website), Family Mosaic will: 1. Have an open and accountable allocations policy; 2. Provide services that meet the needs of the diverse nature of our client group; 3. Be sensitive to the needs of vulnerable individuals and groups; 4. Take action against staff, tenants, partners or contactors who are guilty of harassment; 5. Support disadvantaged groups by helping them to meet their housing needs; 6. Monitor allocations, recruitment, complaints and appointment of contractors to ensure equality in standards of service and access to opportunity; 7. Build homes which meet the needs of all sections of the community; 8. Employ people who reflect the diverse range of people we serve. If certain groups are underrepresented, we will take positive action to improve the situation; 9. Try to employ local contractors who reflect the communities they serve; and 10. Aim to ensure that our committees, advisory panels, working groups and Board represent the needs of the diverse nature of our client group. Family Mosaic is an Investors in Diversity employer, and welcomes applications from all sections of the community

5 It s great you re considering a career with Family Mosaic. We thought you might like to see a summary of the benefits and terms and conditions from which our staff benefit: Terms/benefit Hours of work Annual leave Sick pay Pension scheme but benefit. Probationary Period Mileage WOW awards Group personal accident Details Zero hour contract As and when required. 28 days per annum. SSP dependant on receipt of Doctor s Certificate, qualified earnings and length of service. From December 2013 all staff will be enrolled in the Social Housing Defined Contribution Pension Scheme. There is an option to opt out, also the option to increase contributions. Family Mosaic will contribute up to 6%. Being in this scheme also gives you automatic death All staff are subject to a 6 month probationary period, this can be Extended to 9 months in some areas. Mileage is paid at various rates depending on miles travelled and car engine size. Staff are nominated by managers, other staff and customers for an award when they have done something considered to be above and beyond in their role. All employees are insured against accidents in the workplace/on work business.

6 RELIEF SUPPORT WORKER LONDON The role of Relief Support Worker: As part of a large pool of zero hour contracted Relief Staff, you will be booked for ad hoc support shift cover at services matching your skills and experience. Relief staff are deployed during periods of staff absence or to cover a vacancy until a permanent staff member has commenced in the post. Deployment of Family Mosaic s relief staff is overseen by the Relief Service Team based at Pembroke House in Pitsea, Essex. Our expectations of FM Relief Support Staff: To be physically and mentally able to perform the role of a Relief Support Worker including manual handling, hoists and personal care depending on the needs of each individual service and customer To be reliable, honest and trustworthy To attend the full 4 day Training Academy prior to commencing their role To ensure they receive medication competency clearance before the administering of medication to a customer (if required) To treat people who use our services and colleagues with respect To make themselves familiar with the physical and emotional needs of customers by reading care and support plans and communication books before commencing a relief shift and to speak up if they are unsure of anything To strive to meet the needs and choices of our customers To identify and respond to the changing needs of the people who use our services To follow instructions and guidelines provided for Relief Staff specific to each service To fully complete, to an excellent standard, daily tasks highlighted in those instructions and guidelines To attend supervision meetings when they are required to do so To adhere to Family Mosaic s policies & procedures To respect the confidentiality of all customers and colleagues. This job description is an outline of the role and may be subject to change in accordance with the needs of the client service.

7 RELIEF SUPPORT WORKER RATES FAMILY MOSAIC Area Rate per hour Essex standard rate 7.65 Essex higher rate 8.20 London support assistant role 8.80 London standard rate 9.42 London higher rate Qualified rate (Avalon & Gallimore) Qualified rate (Coach House) Sleep in 32 Relief administrator Attendance on relief academy training (Mandatory) (travel expenses are not reimbursed) Attendance for non-mandatory training Depending on role type 7.17 Unpaid

8 PERSON SPECIFICATION Essential Previous care and/or support worker experience An understanding of the needs of different vulnerable client groups Ability to keep clear and accurate records Demonstrate ability to relate respectfully to customer needs Ability to encourage independent learning skills using a variety of different forms of communications Ability to empathise and advocate for the needs of customers Flexibility and reliability in work place / hours / approach Demonstrate ability to work hard as part of a team Experience of welfare support and government initiatives

9 Family Mosaic Competencies Competencies are designed to apply to all posts at all levels, to a greater degree and with a broader knowledge the more responsibility a post possesses. Family Mosaic has eight competencies which all applicants will need to demonstrate they possess. Pleasing the Customer This competency is about knowing and anticipating your customer needs and having the knowledge and ability to meet or exceed those needs and expectations. It is about ensuring the basic standards of good customer service are in place and then improving on those standards. It is ensuring a strong focus on customer satisfaction is always evident in every team and constantly looking for new ways to please the customer, showing a desire for excellence and going the extra mile. Achieving Results Knowing what you have to achieve and taking responsibility for getting the job completed on time, on budget and to the required standard consistently and reliably. Developing clear and logical plans that set out what needs to be done. Having the determination and energy to achieve your goal, whether that it is the implementation of an idea or the achievement of a task. In demonstrating this competency you will need to display an ability to overcome obstacles and setbacks, seeing these as part of the task. Business Awareness Demonstrates a broad knowledge of the services in own area, and understands how these contribute to the success of the Association as a whole. Can identify ways to improve effectiveness and efficiency of those services. Applies knowledge and understanding of the Association and the external environment to make sound commercial judgements, anticipating current and emerging market requirements. Team Working The ability to develop and maintain effective and supportive relationships within an organisation is key to meeting targets and to creating an active and enjoyable working environment. Creating a team ethos, with a real sense of cooperation, in which everyone is committed to achieving the Association s objectives is vital to Family Mosaic s continued success. Communicating Effectively Getting information or a message across in such a way that it ensures the recipient has no room to misunderstand. Communicating clearly and concisely so that recipients are inspired with confidence. Communications could simply be about giving someone a clear and simple message or they could be about getting a broader message to a number of staff or customers in an appropriate manner.

10 Approach To Change This is the ability to adapt and respond to a variety of situations and people in order to meet changing priorities and different ways of working. Change needs to be met whilst maintaining an effective service, sometimes facing ambiguity in the face of doing your job. Change is constant and can be disruptive and frustrating. Managers in particular are required to set an example and remain effective, enthusiastic and adaptable throughout periods of change. Leading & Motivating Whether you are a manager or a member of staff, this competency demonstrates the value in motivating others, whether they are team members or colleagues, with a sense of commitment, team spirit and purpose. As a manager, it is about developing and inspiring others to give their best, setting them challenges whilst you encourage and support them. Learning & Development The development of staff is essential to the continued success of the organisation as well as to the satisfaction of the employees. As a staff member, this competency involves ensuring you build on your knowledge of the organisation, identifying development opportunities and creating plans for improvement, taking responsibility for broadening your knowledge and sharing it with others. As a manager, it also means creating a positive learning environment, seeking and giving constructive feedback and demonstrating the importance of continuous learning.

11 Critical Competencies: Managing complexity: Is able to work effectively in a highly complex, diverse, changing environment. Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives Goal setting/short term planning: Achieves results by setting goals using quality planning, analysis and decision making. Adapts and copes successfully with changing circumstances Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions. Technical Competence: Uses technical / job knowledge and experience, incorporating functional skills and broad based business knowledge, to meet and exceed job requirements / customer expectations. People Management: Has the right skills to be able to interact at all levels and always promote professionalism and the highest quality of service. Helps ensures that people receive accurate and timely feedback, feel valued, motivated and get the most out of working with Family Mosaic. Applicable Competencies: Relationship building: Builds effective relationships through positive communication that motivates and influences others. Is an honest, trustworthy, a valued team member, and actively involved in achieving team objectives Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves and/or manages the people and resources required. Personal Effectiveness: Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to Family Mosaics business success. Strategy/Planning: Understands the needs and direction of the business, anticipating and developing business priorities to meet these. Embraces change and drives to improve current working practices / products/technologies to grow the business.

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