Person Specification

Experience and Knowledge

Essential

• Experience or clear knowledge of the Housing Act 1996 and the Homelessness Reduction Act 2017.
• Proven experience of working with and supporting the needs of vulnerable people.
• In depth relevant experience in an advisory or counselling role.
• Experience of combining excellent team working with the ability to operate with a minimum amount of supervision.
• Proven experience of working in a busy customer service focused environment.
• Working knowledge of a wide range of Microsoft Office packages.
• Experiencing of taking initiative, identifying opportunities and taking an outcome-oriented approach to addressing challenges.
• Experience of taking decisions in a busy environment.
• Excellent time management and negotiation skills.
• Experience of report and letter-writing.
• Experience of understanding and completing research and investigation.
• A working knowledge of:
  • Housing allocations and homelessness law
  • Landlord and tenant law
  • The Housing Grants, Construction and Regeneration Act 1996
  • Public Health Act 1936
  • Welfare rights
  • Debt counselling

Desirable

• Proven experience of working in a housing advice, homelessness, supported housing, allocations and/or private sector housing.
• Understanding and experience of using Home Connections case management systems.
• Proven experience of working in a welfare and/or debt relief counselling role.
• Experience in debt counselling and have financial awareness.
• Experience in different interview techniques.
• An understanding of the wider context relating to Housing and Environmental Health.
• Detailed understanding and knowledge of:
  • Housing allocations
  • Landlord and tenant laws
  • Homelessness laws
  • Possession proceedings
  • Children and family laws
  • Communicate care laws
  • Welfare rights
  • Debt counselling
  • Immigration laws
  • Housing Grants, Construction and Regeneration Act 1996
  • Public Health Act 1936

Qualifications

Essential

• Educated to A-Level standard or equivalent qualification or appropriately experienced for the role.

Desirable

• Post Grad Diploma in Housing.
• Educated to degree level.

Behaviours

Collaborative

• I look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas while also sharing my views and knowledge.
• I recognise the skills, talent and experience of others and reach out to them for their contribution and input.

Ambitious

• I always ask myself 'How could we do this better?', taking ownership of change and helping others to understand, adapt, implement, and embed it.
• I take ownership of change and help others to understand, adapt to, implement and embed change.

Results-driven

• I make sure I am clear on what I need to achieve, keeping a focus on results and solutions; I am driven, showing courage and resilience even when things don't go to plan.
• I am driven to achieve results and show courage and resilience even when things don't go to plan.

Empowering

• I show energy and drive to explore new opportunities and challenge the status quo - acting on opportunities to generate income or reduce costs, embracing new technology and promoting digitalisation.
• I ask for help and support when needed, and take responsibility if things don't go well, learning from it for my own and for the organisation's development.

Supportive

• I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable.
• I understand and take care of my own well-being and of that of those around me, and give time to colleagues who need help or support.

Mental Demands

The post requires the successful candidate to deal sensitively with customers who may be vulnerable and/or emotional and situations that may be challenging, demanding and stressful. Despite this, clear and logical decisions will need to be made to bring about an acceptable conclusion.  

The role is led by service demand and at times is likely to require regular reprioritisation of existing workload to cope with unpredictable peaks in demand for the service, which requires professionalism at all times.

In order to deal with the workload and manage customer expectation, the role will regularly be mentally and emotionally demanding.

Physical Demands

To be able to meet the physical and travel/mobility requirements of the post and to make home or out of office visits as required.

Part of the role is office-based (sometimes in satellite offices) requiring the use of PCs and laptops, or working remotely from home or on site.

Health & Safety (exposure to risk)

The post is exposed to occasional unavoidable risks, including:

• Visits to properties that are 'filthy' and/or verminous, infested with pests, or with trip/slip hazards.
• Dealing face to face with difficult situations that may be confrontational, such as landlord and tenant disputes or aggressive/intoxicated clients.