JOB DESCRIPTION Job Title:

Housing Coordinator

Responsible To:

Housing Services Manager

Main Purpose of Job Support the Neighbourhood Manager to:Be responsible for the provision of a full-range of support duties for the neighbourhoods team and to be an effective team player; to deliver a high quality service to customers Represent Westcountry Housing at partner operational meetings Assist in delivering the efficient letting of empty properties in order to minimise the turnaround times and minimise void costs Lettings and Empty Property Management Ensure that properties are accurately advertised through choice based lettings systems with appropriate labelling to meet any local lettings and nomination agreement requirements. Liaising with local authorities in the event of any difficulties. Maintain accurate and up-to-date database of all empty properties and prospective vacancies; assist with the lettings of these properties, recording offer decisions and liaising with local authorities concerning decisions. Ensure that sufficient information has been provided by the local authority to enable an assessment of nominees’ support needs. To contact and gain information from support workers and health workers in order to assess all applications. Be aware of local choice-based lettings schemes or local lettings policies and operate within the principles of the scheme. Ensure that properties are let within the agreed timescales, and to check that procedures followed and documentation prepared are accurate and in accordance with policy and procedure. Answer customer enquiries on lettings, transfers, mutual exchanges, ASB and other neighbourhood issues and provide advice on housing options, including Homeswapper, mutual exchanges, transfers. Ensure that applications for mutual exchanges are completed within statutory timescales, following Westcountry’s policies and procedures. Maintain detailed records and database of all lettings and transfer activity, including HomeChoice, statistics for the Housing Corporation, and internal management performance information as may be required from time to time. Ensuring full completion of CORE records. Assist Housing Officers in dealing with ASB cases including entering details on REACT. Essential Duties and Responsibilities Effectively and efficiently carry out all computer processing and word processing Communicate effectively with customers Answer incoming telephone calls from customers in an efficient and courteous manner and take appropriate action Take accurate minutes of meetings Maintain electronic diaries of the Housing Team Ensure that customer profiling information is up to date and accurate.

Additional Tasks and Duties Contribute to the formulation and review of Westcountry’s housing management policies and procedures. Attend evening or weekend meetings as required. Carry out other duties consistent with this job description as may be reasonably required from time to time by the Housing Services Manager or the Head of Housing 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 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 1998. 2. 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. 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. June 2013

WESTWARD HOUSING GROUP PERSON SPECIFICATION HOUSING COORDINATOR Education/ Qualifications

ESSENTIAL Education to GCSE standard in English and Maths at intermediate level, or a relevant national qualification equivalent to higher level (Grades A* – C)

DESIRABLE NVQ Level 3 Administration (or equivalent) Referral coordination

Knowledge of Outlook 2000 electronic email system

Experience and knowledge

Ability to proficiently use Microsoft Word 2003 and Excel Experience of working in office environment Experience of working in a customer service environment Experience of dealing with voids and lettings Ability to remain calm and professional and be a good team worker in a very busy environment

Previous employment within a housing or public sector environment Experience of: Choice Based letting Schemes. Working in housing management Working with customers on service improvements I.B.S. or other computerised housing systems Contact Management and REACT Knowledge of homelessness legislation and housing law

Relevant Skills

Skills: Verbal and written communication Personal Customer Service Team Working Planning & Organisational Technical

Property inspection experience, repairs reporting and property hand back

Ability to: Work on own initiative and as part of a team Use judgement and make appropriate decisions Work to deadlines Exercise good time management and prioritise workloads whilst under pressure and meet targets and deadlines Deal with a wide range of people including vulnerable people Other Requirements

Commitment to Equality and Diversity Flexibility in working arrangements (willing to work outside normal working hours when needed) Ability to work with confidential information.

June 2013

Access to a vehicle or the ability to use public transport to carry out key tasks and responsibilities of the role to travel throughout the WHG area of operation Take an active interest in setting and promoting high standards of customer care.

GENERAL INFORMATION POST OF HOUSING COORDINATOR BIDEFORD The Westward Housing Group was formed in 2007 as the parent to the subsidiaries Westcountry Housing, which has been in existence since 1965, and Tarka Housing, Bideford, which was formed in December 2007 as a result of the transfer of properties and Housing Services employees from Torridge District Council. We also have responsibility for the delivery of the Homebuy agency services via South West Homes for the south west region. The Group is a not for profit registered social landlord, with charitable status. We are one of the largest developing housing groups in the south west with over 7,000 properties and an annual turnover in excess of £25 million. We provide a wide range of services for families, couples, single people, the elderly and those with additional support needs. 1.

Closing Date for Receipt of Completed Application Forms

14 June 2013

2.

Interview Date

To be advised

3.

Salary

£23,000 per annum

4.

Hours of Work

36.25 hours per week A flexi time system is currently in operation

5.

Annual Leave

26 days plus statutory Bank Holidays and Public Holidays

6.

Pension Scheme

A contributory staff pension scheme is available

7.

Probationary Period

Minimum six months

8.

Location

This post will be based in Bideford

9.

Car Mileage

The Group sets its own car mileage rates. Currently the amount payable is aligned with the Inland Revenue rate of 45p per business mile for the first 10,000 miles and 25p per mile thereafter

10.

Smoking

A no smoking policy is operated throughout all the Group’s offices

11.

Disclosure and Baring Service Check

The successful applicant for this post will be subject to an Enhanced DBS Check

June 2013