Swan Housing Association

Swan Housing AssociationJob DescriptionJob Title:Section:Reports to:Welfare Reform OfficerIncome Management Team – Housing ManagementIncome Services ManagerLocation: ANY SWAN OFFICEMain Purpose of JobInvestigate and implement initiatives to minimise the impacts of welfare reform andintroduction of Universal Credit.Identify, contact and advise tenants at risk of the accurate factual changes to theirhousehold income and support them to understand their options.Work with external partners and agencies to develop options for residents to mitigatethe impact of welfare reforms, ensuring they are able to make appropriate decisionsbased on their individual circumstances.Key Responsibilities1. Keep up to date with changes in legislation and regulation that affect thepayment of welfare benefits.2. Engage existing and new residents providing information on welfare reformchanges and ensuring a proactive approach to ensure residents who areaffected by the changes are fully informed.3. Develop and implement campaigns to publicise welfare benefits reforms andwider financial inclusion themes, including, bank accounts, credit unions, directdebits etc.4. Proactively identify, contact, visit and work with residents at risk of reducedincome as a result of changes to the welfare benefit system.5. Create personal budget/payment plans for affected residents to cover anybenefit shortfall. Develop individual options plan for residents which informsthem of any potential changes to their welfare benefits and options available tothem. All cases will require a financial assessment.6. Develop and deliver welfare benefit reform and money management/budgetingtraining courses to staff and residents to ensure they understand the impact ofwelfare reform.Sept 2012

7. Forge meaningful relationships with external agencies and refer residents tothese agencies for additional support.8. Develop and implement signposting pack for staff and residents. Signpostingpack to include details of welfare benefit changes, external support agencies(such as MAS) and re-housing/downsizing options.9. Work with the Lettings and Neighbourhood Teams to assess new tenants’ abilityto afford the housing costs to ensure that all new tenancies are financiallysustainable. Work with incoming tenants to ensure welfare benefit and otherpotential income sources are maximised.10. To provide practical assistance by helping residents where necessary tocomplete welfare benefit applications, deal with correspondence and apply forbackdated welfare benefits.11. Follow up and record all outcomes from welfare reform queries and maintainaccurate database records of all activity. To compile and produce monthlyperformance indicators.12. Work closely with colleagues to achieve team targets on rent arrears, sustainingtenancies and maximising the organisations income stream.13. Comply with all relevant Swan policies, guides and procedures.14. Provide exemplary standards of customer service, working with residents andcommunities to deliver real solutions and improve quality of life.15. Have a flexible approach to working hours, including evenings and occasionalweekend work.16. Promote the Association in a positive manner.17. Carry out any other duties as assigned and deemed commensurate with thegrade and overall responsibility of the post.This job description accurately reflects the requirements of the job at the time of writingbut may be subject to change from time to time to meet the changing needs of theAssociation and should be viewed as guidelines only.Sept 2012

Swan Housing AssociationPerson SpecificationJob Title:Welfare Reform OfficerDepartment:Income Management Team – Housing ManagementYour application should address all the requirements of this person specification.This specification will form the criteria on which suitability for short-listing forinterview will be judged and will form the basis of questions to short-listedcandidates.QUALIFICATIONSEXPERIENCE ANDKNOWLEDGESKILLSAND ATTRIBUTESSept 2012ESSENTIALNumerate and literate to aminimum O Level or GCSEstandard grades A-C.In-depth applied knowledge andunderstanding of welfarebenefits and the statutoryframework in which theyoperate.In-depth knowledge andunderstanding of pendingwelfare benefits reforms and thestatutory framework in whichthey operate.Able to use IT to managecasework.Understanding of customer careand quality issuesExperience of helpingcustomers with rent arrearsESSENTIALSelf motivated, performancedriven with initiative to assesscomplex situations and makedecisions quickly and effectivelyand deliver excellent customerservice.A positive ‘can do’ attitudeDESIRABLEObtained or workingtowards a recognisedqualification.Experience of working in anOrganisation where qualitySystems have beenintroducedExperience in deliveringtraining courses to staff.DESIRABLEExperience of supportingand supervising staff

Ability to take ownership andempower others accordinglyProfessional, friendly, honestand open approach with theability to work effectively and inpartnership with others bothinternally and externally.Ability to work outside of normalworking hours.Good oral and writtencommunication skills with theability to negotiate confidentially,assertively and effectively.Excellent organisational skillsand ability to prioritise ownworkloads.Ability to build strongrelationships with both internaland external partners tomaximise the impact of theservice provided.Sept 2012