Have a detailed understanding of the Government Welfare Reforms along with housing expertise to drive forward successfully the required service changes to support Stevenage Borough Council’s tenants to sustain tenancies through managing their finances effectively and undertaking appropriate life choices. Research and fully understand the implications of the Welfare reforms for the organisation and for customers; keep that knowledge updated. Investigate and implement initiatives and working practices to minimise the impacts of the welfare reform. Mitigate the financial risk in relation to income recovery by Identifying any systems or methods that we could use to mitigate the effects of welfare reform as well as balancing support with tenancy enforcement. Lead on all financial Inclusion work, working with residents and other sections to deliver Financial Inclusion Strategy and Support the Financial Inclusion Adviser in exploring opportunities for customers to engage with banks and promoting direct debits and the credit union.
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Providing a range on Income Recovery functions and maintaining effective working relationships with other team members to ensure delivery of a consistent and responsive service. Keep up to date with all legislation relating to the Welfare Reform and liaise with other relevant Stevenage Borough Council departments and staff.
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Have an understanding of financial inclusion/exclusion and the impact this has on the customer base, working to maximise income for Stevenage Homes and the customer.
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Leading and developing Welfare Reform Advice and Support Workers to develop a consistent approach to arrears recovery by ensuring that the team focuses on aims, objectives and values across the team. Maintain the team approach and team morale.
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Providing leadership, supervision and motivation to a small team of Welfare Reform Advice and Support Workers to ensure performance targets are met by carrying out monthly 121’s and annual appraisals as well as undertaking staff recruitment and selection and contribute to divisional strategies to retain staff
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Undertaking a mentoring and coaching role within the team to provide on the job training and identifying external training requirements to carry out the Welfare Reform Advice and Support Workers role.
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Undertaking all aspects of staff management and development addressing quality standards as well as ensuring that systems of management control are operating in order that work is performed efficiently effectively and safely.
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Ensuring that, as appropriate, teams are trained on the impact of welfare reform including the support available to customers directly and via partnership signposting.
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Ensuring that we are central to a partnership and agency framework, informing on and mitigating against the impact of welfare reform and signpost as appropriate.
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Fostering and maintaining collaborative relationships with stakeholders and staff across partners organisations
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Ensuring that payment methods are aligned to minimise the impact of welfare reform on the organisation, and aid customer financial planning.
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Advising our customers (collectively and individually) of changes to their circumstances and income, ensuring that they are fully informed and understand their responsibilities and options available to them.
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Advising tenants about access to support on debt management and welfare rights. Working closely with external stakeholders and partners such as CAB, Money Advice and other support agencies.
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Undertaking casework in a supervisory capacity in relation to rent and service charge (former and sundry/recharge) accounts. Playing a lead role in contacting our hard to reach customers affected by welfare changes and rent arrears. Making regular visits to customer to ensure that regular sufficient payments are made and ensuring satisfaction with Stevenage Borough Council services in relation to Welfare advice and income management.
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Contributing to and assisting with enforcement action where required such as taking cases to court, signing off eviction panel reports and where necessary assisting with carrying out evictions.
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Setting up a monitoring system to ensure key service areas are effectively tracked against agreed performance measures and deadlines and reporting on the performance of all activities and initiatives on a structured and timely basis.
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Contributing to the development of performance management information and identify data cleansing issues making recommendations to improve.
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Contributing to the development of and implement processes and procedures to ensure the ongoing efficient and effectiveness of the income team.
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Contributing to the range on income recovery functions and maintaining effective working relationships with other team members to ensure delivery of a consistent and responsive service.
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Working with the whole team to Identify and implement improvements as appropriate as part of the Group’s approach to continuous improvement.
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Delivering team meetings and briefings and to attend relevant training courses where required.
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Working within Health and safety regulations in compliance with Stevenage Borough Council’s policies and procedures.
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Valuing team members and colleagues as individuals, recognising and utilising the benefits this can bring to Stevenage Borough Council.
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Promoting and positively applying Stevenage Borough Council policies on equality issues as well as reflecting and embedding diversity in work practises and contact with customers and stakeholders.
PERSON SPECIFICATION POST:
Welfare Reform Team Leader
POST NO: TS01569 GRADE: SO1 SERVICE DELIVERY UNIT: Tenancy Management -The Income Team
CATEGORY
1. Educational/ Professional Qualifications Required for Job
ESSENTIAL JOB REQUIREMENT
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HND or equivalent Degree or equivalent Possess or be working towards Chartered Membership of the Chartered Institute of Housing Evidence of continuing professional development
Knowledge •
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In depth understanding of the implications of welfare reform Act 2012 and the Localism Act 2012. Knowledge of Welfare Reform and housing related legislation and changes brought about by the Welfare reform. Excellent knowledge and understanding of housing legislation, regulations and good practice. An up to date and continually developing housing knowledge inclusive of national, regional, local agendas and operational best practice. Working knowledge of housing benefit and other welfare benefits. Practical knowledge of Debt Advice & Welfare Benefits. Excellent knowledge of current social housing legislation, good practice and issues.
DESIRABL E JOB REQUIREM ENT
METHO D OF ASSES SMENT
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Knowledge and understanding of risk assessment.
Experience •
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Minimum of two years’ experience of welfare benefit practise within a statutory, registered provider or voluntary sector setting including advice on money and debt management. Experience of providing benefit and welfare advice. A minimum of 5 years experience of working within social housing. Experience of leading and motivating a team to deliver challenging performance targets. A minimum of 5 years experience of working with challenging and varied customers and stakeholders. Evidence of effective management of stakeholders and partners to achieve joined up solutions. Experience of working in a performance management environment. Evidence of setting and delivering high standards of performance. Experience of managing change in a customer focussed environment. Experience in the development and meeting of personal and team performance targets.
Skills and Abilities •
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Ability to participate in performance management including monitoring and providing statistical information as required. Ability to build effective working relationships. Ability to work on own initiative and as part of a team and excellent attention to detail. The ability to negotiate and influence others. A clear understanding of and commitment to the delivery of excellent customer care and understand the needs and perceptions of customers.
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• • 3. Other Requirements
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Ability to lead and motivate staff to achieve the Stevenage Borough Council’s objectives through the delivery of key performance indicators and tasks. Ability to effectively lead and manage change programmes. Ability to work effectively in close partnership with other agencies and organisations. Ability to plan and prioritise effectively, in order to achieve performance targets and meet deadlines as well as deliver high quality services and meet targets. Ability to deliver continuous improvement. Ability to quickly analyse and interpret performance data and information to inform decisions. Ability to quickly analyse and interpret performance data and information to inform decisions. Excellent time management and organisational skills. Ability to make informed and timely decisions. Excellent verbal and written communication skills including the ability to make effective presentations and produce high quality written reports Ability to remain positive and enthusiastic with a demanding workload. Performance and outcome focussed. Tact and diplomacy in handling sensitive matters. Well organised and highly motivated. An interest and commitment to providing high quality housing services. Have a flexible working approach to working hours, including evenings and weekend working. Carry out any other duties deemed commensurate with the responsibility of your post. Good understanding of Equality and Diversity issues. Good ICT skills, including Word, outlook and databases. Ability to use IT systems efficiently and effectively and willingness to develop computer based skills. Awareness of health and safety issues requirements.
