JOB DESCRIPTION. Main Purpose of Job Support the Income Services Manager to:

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1 JOB DESCRIPTION Job Title: Responsible To: Main Purpose of Job Support the Income Services Manager to: Court & Income Officer Income Services Manager Deliver a high quality services to customers Maximise the income to Westward Housing Group by control and recovery of rent arrears, including sundry debts where early efforts to recover debts have failed. Represent Westward Housing Group at court with rent arrears cases in a defined area and provide cover for courts in other areas when necessary. Keep up to date and seek to continuously improve the services provided by the Money Advice Team, including delivery of the financial inclusion strategy. Signpost customers in difficulties to relevant support services. Work with the Money Advice Team Manager in working to and completing the corporate and team plan. Representing Westward Housing Group with Local Authority partners about housing benefit entitlements and liaison meetings. Representing Westward Housing Group with the Department of Work and Pensions in relation to Universal Credit. Work in partnership with stakeholders and partners to develop good practice in this service area. Deliver Westward Housing Group s customer care strategy, maximising the involvement of tenants in shaping Westward s services within this area. Support Westward Housing Group in achieving 3 Star Status. Principal Task and Duties Take responsibility for the control and recovery of rent arrears across all tenures within a defined range of cases. Follow Westward Housing Group s policies, procedures and statutory requirements. To work toward meeting objectives and targets. Conduct pre-court visits with tenants and manage high value arrears cases through the court process ensuring compliance with the pre action protocol. Deliver a customer focussed service responding effectively, concisely and appropriately with all customers both internal and external. Support the provision of financial inclusion services to residents, to develop financial capability through referrals to Financial Inclusion officers and signposting to external financial advice providers. Liaise with Local Authorities and residents regarding Housing Benefit entitlements and give appropriate advice and assistance. Liaise with the DWP and residents regarding Universal Credit, carry out assessments where possible and give appropriate advice and assistance for timely and full rent payments.

2 Liaise with other sections and departments within Westward Housing Group to exchange relevant information relating to the work of the Money Advice Team. Co-operate with colleagues to ensure that within the hours provided our residents receive a telephone response service from 08:00 to 18:00. Assist with the review of existing procedures and systems and to support improvements and changes to make the service more effective for our customers. Keep accurate records and produce analyses, reports and summaries relating to areas of work as required. Complaint Handling Liaise and mediate where necessary if there are any complaints on tenure related matters. Additional Tasks and Duties Attend and participate in case conferences and interviews, as appropriate. Maintain an up to date working knowledge of landlord and tenant, housing and welfare legislation and the welfare benefit system including the Welfare Reform Act Contribute to the formulation and review of Westward s housing management policies and procedures. Attend evening meetings as required. Carry out any other reasonable duties consistent with the above as directed from time to time by the Income Services Manager, Head of Housing or Director of Operations. Group Competence Framework The Westward Housing Group has a Competence Framework that applies to all roles. This sets out behaviours that are expected of staff. Individual levels will be agreed as part of the appraisal process. The following competence applies to all staff: Behaving Professionally Demonstrates consistent commitment to Westward Values as stated below: Values Getting it right first time Fair and consistent Smart and lean Can-do approach Good to work with Equality and Diversity Demonstrates commitment to Equality and Diversity in line with Westwards Equality and Access policy

3 Westward Policies and Procedures Maintain knowledge of Westward policies and procedures and follow relevant policies in day to day work. General Responsibilities: 1. Confidentiality The post holder must maintain confidentiality of information about staff and residents and the Group s business and be aware of the Data Protection Act Standards of Business Conduct The Group expects all employees to maintain the highest standards of personal and business conduct at all times. The Group staff handbook sets out the Group s expectations under sections: Code of Conduct and Declaration of Interests, copies are available from the Human Resources Department at Templar House, Newton Abbot. 3. Health & Safety All employees should be aware of the responsibility placed on them under the Health & Safety legislation, to ensure that the agreed safety procedures are carried out to maintain a safe environment. 4. Equality & Diversity The Westward Group is committed to treating all people with fairness and respect. We aim to actively help remove barriers and open doors for our customers and staff and foster good relations within the communities we serve. All employees are required to demonstrate their commitment to the Group s Equality and Access Policy and its values in the course of their day to day work. All employees must abide by the Group s Equal Diversity Policy and Strategy a copy is available upon request from the Human Resources Department at Templar House, Newton Abbot 5. No Smoking The Group operates a non-smoking policy in offices. 6. Training and Development To attend appropriate training courses and supervision meetings as required. 7. Communication To attend staff and team meetings.

4 Purpose of a Job Description This is a description of the job as it is presently constituted. Job descriptions are reviewed and updated when considered necessary to reflect any changes to the job being done and to incorporate changes. Employees will be consulted on any changes in their job description in a meeting with their line manager. If agreement is not possible the Group reserves the right to insist on changes by adding to, taking away or substituting duties; provided that in doing so we do not change the fundamental nature of the post. March 2014

5 PERSON SPECIFICATION COURT AND INCOME OFFICER Education and Professional Qualifications Relevant Experience/ Knowledge ESSENTIAL Educated to a degree standard or equivalent. Ability to proficiently use Microsoft Word and Excel. Relevant experience of working in income recovery and representing an organisation at court to gain possession. Experience of managing case work. Knowledge and Understanding of: Welfare Benefits system and Welfare Reform Pre Court Protocol for Rent Arrears And PCOL system Knowledge of partnership working. DESIRABLE Member or part-qualified member of the C.I.H. Knowledge and understanding of SMARTER working, and how to apply this to personal and team targets. Knowledge of the following Management Systems: IBS Open Housing Clearview Relevant Skills and Abilities OTHER REQUIREMENTS March 2014 Skills Communication Personal Customer Service Team Working Planning & Organisational Time Management Listening and Assertiveness Judgement & Decision Making Negotiation Abilities Write effective reports Liaise with statutory and voluntary organisations Maintain records and statistical information Complete tasks appropriately Work on own initiative Hold a full valid driving licence and have a vehicle insured for business use to be able to travel throughout the Group s area of operation to carry out tasks and responsibilities of the role. Flexibility in working arrangements (willing to work outside normal working hours when needed) Commitment to fair services for all Commitment to Equality and Diversity Ability to work with confidential information. Take an active interest in setting and promoting high standards of customer care.

6 Court and Income Officer Newton Abbot or Plymouth hours per week Salary: 25,000 per annum Westward is a non-profit making and one of the largest developing housing groups in the area, with more than 7000 properties in management and a turnover in excess of 25 million. We have an opportunity for a Court and Income Officer to join our Income Team who provides an effective and efficient income management service across the Group. As a Court and Income Officer you will carry out a wide range of tasks including: Representing Westward at Court on arrears cases Monitoring cases for compliance with agreements Signposting customers with support needs to in house and external services Delivering information and advice relating to welfare reform Representing Westward with stakeholders and partners in developing good practice Take responsibility of controlling rent arrears across all tenures in a defined number of cases Carrying out pre-court visits with customers You will have experience of successfully handling possession proceedings based on rent arrears. You will also have knowledge and understanding of the Welfare Reform Act Essential to the role are excellent interpersonal, planning and organisational skills as is the ability to work flexibly, confidentially and manage a varied workload. An application pack is available from our website or jobs@weswardhousing.org.uk, alternatively telephone our recruitment line on (24 hour answerphone). Closing date: 3 rd April 2014 Interview date: 11 th April 2014 The Group is a not for profit registered social landlord, with charitable status. We are committed to equal opportunities and welcome applicants from all sections of the community.