To Adhere to and Administer All Internal Standards Within the Association

CLANMIL HOUSING

JOB DESCRIPTION

JOB TITLE: Housing Assistant (Arrears Recovery)

DEPARTMENT: Housing Management

GRADE: E1

SALARY RANGE: £14,069.25 - £16,864.30 per annum

LOCATION: Northern Whig House

REPORTING TO: Housing Manager

LIAISING WITH: Housing Officers/Rents Officer

OVERALL JOB FUNCTION The Housing Assistant (Arrears Recovery) will provide an administration service for current/past tenant arrears and credits at all stages of the process for Clanmil and Clanmil Ireland.

Key Task Performance Standards

1. To provide an effective arrears recovery To action current/past tenant arrears for a designated area in service. line with procedures.

To prepare write offs in time for committee meetings.

November 2011 To prepare the provision for past tenant bad debts on a quarterly basis within 1 week of the quarter end and submit to the Housing Manager for approval.

To action tenant credits on a monthly basis and complete administration work for approval by Housing Officer.

To monitor and action the current/past tenant accounts over a designated patch on a weekly basis in accordance with procedures.

To produce and action the monitoring reports on a weekly basis.

To liaise with tenants through letters/telephone calls and set up payment agreements to reduce arrears.

To use the texting service to address missed and erratic payments.

To contact tenants by phone and build up a knowledge of, and relationship with those in the patch.

To take the financial inclusion strategy into account and refer to the housing officers cases which present as requiring further assistance.

To arrange for essential visits to tenants and past tenants to be carried out as and when required.

To monitor agreements for missed payments and take prompt action.

To set up Direct Debits and Direct Deductions and monitor on a weekly basis, ensuring prompt action if missed payments.

November 2011 To review and update ISO procedures as required.

To update data on universal housing accurately and timely .

To review and draft relevant policies and update as necessary.

To assist with current arrears by pursuit of outstanding housing benefit and supporting people monies.

To liaise with the Office of Care and Protection to secure regular payments

To monitor the timely receipt of payments for new tenancies and report where payments have not been made.

To action cases through the legal processes and attend court hearings on behalf of Clanmil.

To liaise with the IT department to improve delivery of the service.

To provide cover in the absence of other arrears recovery staff and arrange leave accordingly.

To maintain monthly statistical records in timely manner and assist in production of statistics as required for reports.

To provide assistance to the Rents Officer at the start of the financial year and to provide cover as required.

To produce and issue statements to the tenants four times a year within 5 working days of the accounts close down at the quarter end.

To deal with all correspondence in relation to current/past tenant arrears and liaise with solicitors, next of kin etc. Key Task Performance Standards

November 2011 To input and maintain data regarding stock and rent details on Universal Housing ensuring all accounts are updated and accurate.

To respond to both verbal and person enquiries to Housing Management as required.

To liaise with other agencies e.g. Social Services, Training Agencies, DSS, housing benefit departments, supporting people departments, solicitors, family, Housing Rights, employers. Office of Care and Protection, Housing Associations etc as necessary.

To contribute to regular arrears reviews with the relevant Housing Officer and Housing Manager.

To keep standard forms and proformas up-to-date.

To undertake typing of reports, schedules, letters, memorandums etc ensuring all written communications produced are accurate.

To operate and develop skills to fully utilise the computer systems/photocopiers/fax etc.

To carry out filing as required ensuring it is filed accurately and promptly.

To maintain office systems including keeping filing up-to-date and shredding/disposing of confidential waste as directed.

To take responsibility for any specific area of work delegated by the Housing Manager within guidelines set down.

2. To adhere to and administer all internal Ensure phone answered within 3 rings and to pick up other standards within the Association. phones that are ringing.

November 2011 Key Task Performance Standards

Ensure letters are responded to within 5 days.

Ensure enquiries at reception are dealt with promptly.

To register and respond to complaints in accordance with the Association’s policy.

Ensure name badge is worn when in contact with customers and that you communicate your name in all dealings with the public.

3. To adhere to the policies and procedures Ensure adherence to the Association’s Financial Regulations of the Association, with attention to the and procedures. Section 75 Equality Scheme. Adhere to the Association’s Fair Employment and Equal Opportunities policy and commit to the principles and aims of the Equality Scheme S75 duties with regard to religious faith, political opinion, racial groups, men and women generally, marital status, age, persons with a disability, persons with dependants and sexual orientation.

To adhere to the Association’s IT System Network, Email and Internet Usage Policy.

Adhere to the Association’s quality systems following procedures laid down in manuals and other guidance as appropriate.

Ensure adherence to the requirements of the Data Protection Act.

Follow the Association’s Code of Conduct in the performance of all duties.

November 2011 4. To operate all office equipment efficiently. Ensure confidentiality of information.

Adhere to the Association’s Health and Safety policy and procedures to assist in ensuring a safe working environment is maintained.

Ensure efficient use of resources with minimum wastage when using computer, photocopier, fax etc.

Ensure confidential waste is shredded as per instructions.

Seek assistance from appropriate members of staff in the event of problems arising with computer or other equipment.

5. To assist in the general office duties. Welcome visitors, assist in arrangements for meetings, training etc including hospitality.

To assist in providing tea/coffee as required.

6. To take on additional specific areas of To ensure work is carried out in accordance with instructions work as required by the Director of and on time. Housing of by a Senior Manager.

BUDGETARY CONTROL

November 2011 NIL

ESSENTIAL CONTACTS

All staff within the Association General Public Other agencies – Housing Associations, Social Services, DSS etc. Housing Benefit – NIHE, Supporting People – NIHE Tenants and other customers of the Association Solicitors, family

No job description can cover every issue which may arise within the post at various times and the job holder is expected to carry out other duties from time to time that are broadly consistent with those in this document.

Signed by Postholder: ______Date: ______

Signed by Manager: ______Date: ______

November 2011 PERSON SPECIFICATION

Job Title: Housing Assistant (Arrears Recovery)

FACTOR ESSENTIAL REQUIREMENTS DESIRABLE REQUIREMENTS

QUALIFICATIONS GCSE English at Grade C or above or an equivalent level in English Language. EXPERIENCE/ A minimum of eighteen months administration A working knowledge of financial computerised KNOWLEDGE experience in a busy office environment. packages. A working knowledge of Microsoft Office. Knowledge of welfare/benefits system. Experience in front line customer service to Experience of giving advice on debt management. include dealing with customer enquiries. Experience of debt / arrears recovery or credit control.

SKILLS / ABILITIES Good organisation and administration skills. Ability to use initiative to solve problems. Ability to act tactfully, with discretion and confidentially. Good communication skills – both verbal and written. Good telephone manner. Ability to remain polite and courteous at all times. Ability to work as part of a team. A commitment to equal opportunities. Ability to deal with a varied workload. Flexible attitude to work. Enthusiasm.

November 2011