Accommodation Support Officer

JOB PURPOSE

To assist the Private Sector Housing Initiatives Manager and other staff within the team in managing the temporary accommodation provided by the Council to homeless households.

To provide support and assistance to the team to ensure an effective and comprehensive housing management service is provided to the temporary accommodation used by the Authority.

To provide an effective and responsive response to service requests from clients.

To generally participate in the overall planning and development of the homelessness service.

KEY RESULT AREAS

To be responsible for the smooth running of administrative systems relating to the Housing Supply and Regulation Service with a particular emphasis upon the systems surrounding the provision of temporary accommodation to homeless households.

To collect and collate management information and statistics and to provide them to managers as directed.

To act as a point of contact for maintenance support and direction.

To support the team in the procurement and booking of emergency accommodation and to be responsible for the administrative aspects of placing clients into the accommodation.

To act as a point of contact for clients in temporary accommodation alongside other colleagues in the team.

To assist with the operation, monitoring and review of financial processes, such as Housing Benefit claims, rent payments and invoicing and ensuring that accurate records are maintained.

To assist in the day-to-day management of temporary accommodation units provided by the Council for homeless households.

To provide a high level of customer service to landlords, applicants and those approaching Newport City Council in relation to temporary accommodation alongside dealing with day-to-day customer enquiries as required and commensurate with the grade.

To assist with creating and monitoring rent charges and income received in respect of temporary accommodation.

As directed, to carry out all appropriate administrative functions relating to the operation of temporary accommodation, including the raising of payment requisitions, debits, credits and invoices, processing orders, sending and receiving goods/services and operating/updating relevant IT systems.

To assist in the preparation of correspondence, reports, data and statistics, performance information.

To attend internal and external meetings as required and to take minutes as appropriate and where necessary.

To take reasonable care of own and others safety; to co-operate with managers/ supervisors in complying with statutory health & safety duties; to report incidents, accidents, faults etc

To carry out duties and responsibilities, where necessary, appropriate, and practicable, of the same grade within the service area in order to ensure that a seamless and consistent service is provided to all customers

To contribute to and adhere to the Council�s financial regulations, Standing Orders, policies, and procedures, in particular:  Health and Safety, Confidentiality, Equal Opportunities, Data Protection and Customer Care.

This job description sets out the main result areas of the post at the date when it was drawn up. Such duties may vary from time to time without changing the general character of the post or the level of responsibility. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the post. PERSON SPECIFICATION   ESSENTIAL DESIRABLE

Qualifications A minimum of 5 GCSEs at grade C or above, including maths and English.

Qualification in a Housing-related subject

Knowledge Knowledge and understanding of data protection requirements and the principles of confidentiality. Understanding of Social Housing Management or Frontline Housing services

Experience Experience of dealing with people using a broad range of communication methods Demonstrate experience of using databases and a variety of Microsoft IT packages Experience of working with the public and liaising with a wide range of internal and external stakeholders.

Experience of working with Registered Social Landlords to provide homes

Aptitude & Skills Demonstrate the ability to communicate effectively, both orally and in writing, with colleagues, outside agencies and the public Good numeracy skills Ability to understand and ensure compliance with policies, procedures, and statutory regulations Confidence and competence in the use of computers and IT systems generally Ability to organise and prioritise workloads Ability to work to targets and meet tight deadlines Good interpersonal and negotiation skills, ability to deal with people tactfully and diplomatically and deal with difficult customers Understand and respect the principles of confidentiality Demonstrate commitment to the improvement and development of own performance An effective team member, but retaining the ability to work individually Committed to further training and personal development

EXPECTED BEHAVIOURS & VALUES

Encourage and support others as part of a team. Give guidance and advice to others. Grow positive working relationships

Recognise and use best practice to solve problems.  Take initiative to suggest improvements, sharing this constructively.

Communicate openly, being straightforward with people to generate trust and confidence. Follow procedures and rules. Give feedback where these can be improved. Honestly reflect on my personal style and its impact on others and develop my skills so I can adapt my style as appropriate.