SWAN HOUSING ASSOCIATION

JOB DESCRIPTIONDEPARTMENT:JOB TITLE:LOCATION:RESPONSIBLE TO:SUPPORTED HOUSINGPerformance & Compliance ManagerANY SWAN OFFICECare and Repair ManagerJob SummaryTo monitor the performance of the various contracts run by the Care and Repair Services and toproduce regular reports to the management team and commissioners.To manage the Femis and Ferret data bases and provide training on its use to staff of the Careand Repair Service.To provide office management support to the Care and Repair offices.To actively promote the wide range of services to increase revenue and raise the overall profile ofthe agency.Key Tasks1) To set up, administer and improve monitoring systems to ensure that all the Care and RepairServices are closely monitored to achieve their contractual requirements and KPI’s andprepare service recovery plans to achieve targets.2) To prepare regular monitoring reports as required by the senior management team.3) To manage and keep up to date the current Femis data base and guide the service throughthe implementation of a new database, (Spring 2013) including workflow planning,installation, training and preparing procedures and policies. This will be supported by the BIUteam.4) To train staff on use databases and other systems of work used within the agency and inputinto new ways of working..5) To ensure that the database is updated and utilised fully and used consistently across allparts of the business. To liaise with line managers where action is required against failure toadhere to company requirements of use and inputting of information.6) To provide input into new initiatives and partnerships agreements especially with regards toperformance information and reporting.7) To bring together a full and comprehensive library of working procedures, policies and clientguides and ensure these are updated, conform to relevant agreements and reviewedregularly.8) To act as a customer care champion to ensure compliance across the HIA9) To assist the HIA in achieving National HIA Quality Mark grade “A”.10) To ensure Ferret information systems are implemented, staff are trained and seekopportunities to add value to existing and new commissioners with regards accessingbenefits1

11) To liaise and represent the agency at a strategic level with commissioners and feedback onperformance issues, non contractual compliance.12) To represent the agency at County and national level to seek and indentify new fundingopportunities, extend existing contracts and increase revenue opportunities for the agency.13) To ensure the agency is represented on Health, Housing and Wellbeing Boards, ClinicalCommissioning Groups and others to ensure the agencies voice is heard and our client’sviews are voiced.14) To implement a Client Consultative Panel to bring together a wide range of service users, toseek their views on improving the service and what services they would like in the future.15) To ensure the promotional information/literature is reviewed, updated and value for money isachieved. To ensure the agency is represented across all media functions and hard to reachclient groups.16) To rollout a bespoke online web site and provide an online sales function. Prepare andsubmit a full evaluation with costings for consideration. To rollout implementation, review andmonitor.17) To build and develop strong and positive team relationships18) Ensure full communication to staff of the development priorities and business direction ofthe organisation.19) To deputise when required by the Care & Repair and Assistant Care & Repair ManagerEqual OpportunitiesBe aware of and promote the Association's Equality & Diversity Policy.TrainingTo participate in staff meetings and training courses as required.Other Accountabilities1. To carry out any other tasks as may be reasonably assigned by the Care & Repair Manager.2. Acting at all times in accordance with the Associations published policies and procedures.3. Ensure that the requirements of the Data Protection Act are complied with in carrying out theduties of this post4. Promote the Association in a positive manner5. Be aware of and promote the Association's Equality & Diversity Policy and ensure this fits itwith the entire agencies activities.6. Ensure that duties are carried out in accordance with Health and Safety procedures2

Health & SafetyUnder the Health & Safety at Work Act you have to ensure the Health & Safety of yourself andothers who may be affected by what you do or fail to do. This includes colleagues, clients, publicand contractors. The Act applies to all work activities and premises and everyone at work hasresponsibilities under it. You must co-operate with any work place Risk Assessments and drawany perceived problems to the attention of your line manager.This Job description does not reflect an exhaustive list of the requirements of the post. Youare expected to undertake any other reasonable duties as decided by your line manager.3

PERSON SPECIFICATIONDEPARTMENT:JOB TITLE:LOCATION:RESPONSIBLE TO:SUPPORTED HOUSINGPerformance & Compliance ManagerANY SWAN OFFICECare and Repair ManagerFACTORS ESSENTIAL DESIRABLESkills, Knowledge, Effective interpersonal skills Business and financialAbilitiesplanningEffective negotiation skillsCommercial awarenessPrevious Contractmanagement/monitoringProblem solvingCustomer careComputer skills/Femis/ExcelAdministrationGood listening and verbalcommunication skills - todetermine and respond tocommissioners/staff/client needsWorked within a HomeImprovement AgencyEnvironmentExcellent marketing skillsOnline salesWorked with FemisdatabaseISO Quality Audit SystemsPrevious Experience(Job relevant)Written communication skills - theability to keep accurate andorganised records.Work to strict deadlines with theability to organise and prioritiseown workload effectively.Ability to use initiative, work withlimited supervision and acceptresponsibility for own and othersworkAbility to work effectively as part ofa small teamExcellent presentation andmarketing skillsReport writingUse of office and administrativesystems – Femis/OutlookSocial care and housingManagementData handling4

FACTORS ESSENTIAL DESIRABLEUnderstands current and futureneeds of older people and peoplewith disabilities.AuditingWorked within a privatesector housing environment.MarketingEducation/QualificationsPersonal CharacteristicsE.g.AttitudeAptitudePersonalityFull, clean UK Driving Licence anduse of vehicle for visitsBasic maths and EnglishqualificationsManagement trainingLeadershipOrganisedInnovativeDecisiveCommitted to self developmentEmpathy with the needs of olderpeople and people with disabilitiesReliable and trustworthy.Conscientious.Flexible approach to work.A commitment to working to highstandards and providing a qualityservice.A genuine commitment to workingwith older people and to meetingtheir needs.Housing or social careBusiness mindedStrong management skills5