November 2015

Dear Applicant

Post of Housing Services Assistant – Fixed Term Until 5th February 2016

Please find enclosed Application Pack for the above post.

The closing date for the return of completed applications will be 4.00 p.m on Monday, 23rd November 2015. Please complete the application form provided and do not include a C.V.

If you have any queries or would like further information please do not hesitate to contact me.

Yours faithfully

Sandra McPheeCorporate Services Officer

Encl.

Applications for Employment

1.0 Introduction

1.1 Cadder Housing Association is a Registered Social Landlord and a Registered Scottish Charity and was formed in 1994 and evolved through two housing stock transfers in 1994 and 1998 from Scottish Homes. We now own 648 properties and provide a factoring service to 402 owner occupiers in the area.

1.2 Cadder has a healthy mix of tenement and main door properties in the area, although these are manly three and four apartment properties.

1.3 Cadder has recently been transformed through major investment in the Government Community Energy Saving Programme and partnership with British Gas has improved the energy efficiency of our tenant’s homes. These improvements include an insulated render system, new double glazing windows, new A rated boilers and central heating systems, all at a cost of £5.1million.

1.4 Cadder has recently undertaken a comprehensive review of our staff structure, which has resulted in continuing our ‘direction of travel’ to bring services previously provided by contractors and consultants, ‘in house’. This review will increase the staff from 16 to 24 people mainly working in the Association’s core and direct labour services i.e. Directorate, Finance & Corporate Services, Housing Services and Maintenance. We extended our direct labour service of estate caretakers, handyperson service and a painting initiative to include trade positions in this review of the staff structure.

1.5 Cadder has embraced employability providing employment opportunities in estate caretaking, painting and clerical and administrations positions to long term unemployed people through Glasgow. Our Training Academy started in 2005 and we have provided more than 250 work and training placements and apprenticeships during this period. In a recent study of our estate caretaking and employability initiative, it was stated that, ‘Cadder was punching above its weight in its contribution to the local employment agenda’.

1.6 The Association aims to continue the regeneration of Cadder where we have plans to build a new community centre and have development aspirations for vacant sites in Cadder to build housing to meet the needs of our tenants and applicants to our housing list, which will aim

to provide a greater balance in the range of property types and sizes in Cadder.

2.0 Post of Housing Services Assistant

2.1 The post of Housing Services Assistant will be to attend to all aspects of housing management and estate management. The successful candidate will work as a key member within the Housing Services Team.

2.4 The post will be based in our office at 66 Skirsa Street, Cadder, Glasgow. The hours of work are 35 hours per week and there is flexi-time working.

2.5 Cadder Housing Association is a full member of the Employer in Voluntary Housing (EVH) and operated salary scales and conditions of service, which have been agreed by EVH on behalf of member organisations and the Unite Union (Formerly T&GWU).

2.6 The terms and conditions for the Housing Services Assistant are as listed:

i. The salary for this post is EVH Grade 6 (PA17-PA20 - £26,002 to 28,426)

ii. 25 days annual leave plus 15 public holidays per annum;iii. Defined Contribution pension scheme is currently available ; andiv. Flexi-time working is in place.

3.0 Recruitment Process

3.1 We hope that the information provided to you for the post of Housing Services Assistant and details about our Association will now encourage you to now apply for this post.

3.2 You should provide the following information to apply for this post:i) Completed Application Formii) Completed Equal Opportunities Monitoring FormYou should not provide your C.V with your application

3.3 Your application can be e-mailed to recruitment@cadderhousing.co.uk or it can be posted to the Association. If posting it is your responsibility to ensure you allow sufficient time for it to arrive at the Association’s office, as applications received after the closing date will not be considered.

3.4 If you are invited for interview for this post we will arrange to view and copy your qualifications. References will only be requested if you are offered the position. One of your references should be your present or most recent employer. If you have not been employed or have been out of employment for a long time, you may wish to give the name of someone who knows you sufficiently well to confirm the information you have given and to comment on your ability to do the job.

Please do not include copies of your qualifications or references with your initial application.

3.5 The job description aims to outline the key requirements of the post and the person specification lists the minimum essential and desirable requirements for the post. When shortlisting for interview, the interview panel will only consider the information contained within your application form and assess this against the agreed person specification

3.6 The interview panel will not make any assumptions about the nature of your experience, skills or knowledge based on the list of job titles of your current and previous jobs in their assessment of your application form. It is for you to use the space provided throughout the form to comprehensively detail your previous experience and relate this to the job description and person specification. As well as paid employment you may also wish to include any voluntary work or any other life experience or skills you can bring to the post and Association.

3.7 Your application form is the start of your relationship with the Association and its content and quality will demonstrate your dedication to be successful in this post and work for Cadder Housing Association. It is for these reasons that you should ensure your application is legible and provides relevant and comprehensive information to give you the best possible opportunity of securing this post.

3.8 If you are related to any members of staff, consultants, contractors or suppliers to the Association – this should be clearly shown on the relevant part of the form. This will not necessarily be detrimental to your application.

3.9 If you are shortlisted for interview we will ensure you are given reasonable notice for the date of your interview. The interview panel will set questions based on the job description and person specification to ensure they can appoint the candidate with most suitable experience, knowledge, personal attributes and skills to excel in this role.

3.10 The award of employment will be subject to a satisfactory outcome of a Disclosure Scotland check and completion of a health questionnaire.

3.11 Cadder Housing Association aims to be an equal opportunity employer and is committed to diversity in employment. If you feel that there is anything specifically that you need from us to encourage our commitment, or you wish an informal discussion with us then you may contact John McShane, Housing Services Manager on 945 6702.

3.12 The completed application should be submitted to the Association as follows:a) E-mail to recruitment@cadderhousing.co.uk; orb) Cadder Housing Association, 66 Skirsa Street, Cadder,

Glasgow, G23 5BA.

3.13 The closing date for receipt of your application is 4.00 p.m on Monday, 23rd November 2015. Interviews are scheduled for week beginning 30th November 2015.

JOB DESCRIPTION

JOB TITLE: Housing Services Assistant

GRADE: Employers in Voluntary Housing Grade 6

RESPONSIBLE TO: Housing Services Manager

ACCOUNTABLE TO: Director through the Housing Services Manager

RESPONSIBLE FOR: No staff supervision or management

DATE: July 2013

JOB PURPOSE

General

The purpose of all staff employed by the Cadder Housing Association is to promote and serve the Vision, Values and Aims of the organisation. The Association is the main service provider in Cadder and we require all staff to excel and be highly motivated to meet the requirements of their role, departmental and organisational objectives to achieve our objective and goals as outlined in our Internal Management Plan. The post holder must be dynamic, committed and flexible in their work, as well as being able to communicate and liaise effectively with all departments and staff members to produce the best possible service to our tenants, other customers and key stakeholders.

Specific

The specific purpose of the post of Housing Services Assistant is primarily to assist the Housing Services Officers to ensure effective delivery of core housing management services for the benefit of customers and the Association’s Business Plan in line with policies, procedures, legislation and good practice.

Performance

The Housing Services Assistant must comply with the Association policies and procedures, as well as legislative, regulatory and good practice requirements in the provision of housing management duties. The post holder will be required to undertake any duties commensurate with their role and grade to ensure the provision of effective and efficient services to our stakeholders in the delivery of the housing service.

Objective 1

To implement the Association’s policies and procedures on the collection of rent and factoring monies, including the provision of benefits, money and debt advice services.

Tasks and Responsibilities

The Housing Services Assistant will: -

Process rent and housing benefit payments Set up Direct Debits Process payments through Allpay’s Callpay facility Process housing benefit award / notification letters on SDM and

confirm same to tenants in writing Ensure required rent and factoring account entries are recorded on

SDM Actively promote support services to assist tenants’ and owners’ ability

to pay rent / factoring charges Make fair and affordable repayment arrangements with tenants and

owners in arrears and confirm in writing Ensure that cases with rent and factoring arrears are effectively

monitored and pursued (current and former) Pursue collection of monies owed by owner occupiers in respect of

improvement works Assist the Housing Servicers Officer in preparing Qualifying Occupier

Letters and Notice of Proceedings for Recovery of Possession and their delivery.

Assist tenants with housing benefit issues and complete housing benefit applications in paper form or online

Ensure tenants are fully aware of their rent obligations at sign-up stage Ensure that former tenant arrears processes are followed Provide assistance and promote available schemes to tenants to help

mitigate the impact the Welfare Reform Act Liaise with other agencies as required Maintain required registers Identify accounts for refund of monies

Objective 2

Manage the allocations process to ensure voids re-let times are minimised, thus attend to the housing needs of applicants on our housing list and contributing to the financial viability and sustainability of the Association.

Allocations

As required, assist applicants complete housing application forms Acknowledge housing application forms within 5 working days Process and input new housing applications onto SDM within 10

working days and provide written confirmation / advice to applicants in relation to their housing application

Maintain required registers Update applicant details on SDM Pursue tenancy references and any other relevant information Manage suspension register and processes Carry out home verification visits Assist with review of housing applications Coordinate / assist with accompanied viewings Prepare SDM applicant reports to facilitate void property selections Complete missives and associated documents with new tenants Provide guidance and advice in relation to the Association’s Allocations

policy Process new tenants on SDM together with updating relevant register

as required together with scanning and saving documents into new tenant file

Assist with new tenant visits Liaise with Homeless Casework Team in relation to S5 referrals.

Manage register and operational processes Process ad-hoc applications (assignation, joint tenancy, permission to

reside, etc) Where required, assist with North-West Common Housing Register

development Assist with development of Housing Options advice to customers Promote HomeSwapper scheme to tenants Assist in the promotion and marketing of the Association’s housing list

to ensure sufficient supply of applicants to meet current and future demand

Void Management

Assist in the effective management of void properties to minimise re-let times and positively contribute to the viability of the Association

Promote end of tenancy reward scheme Process termination of tenancy notifications and manage void

processes through registers and SDM Contact outgoing and prospective tenants to arrange viewings Contact customers in respect of housing offers and confirm in writing Where required, assist with end of tenancy inspections

Objective 3

Ensure Cadder Residents have pride and peaceful enjoyment of their homes and the local environment through effective estate management measures

Estate Management

Carry out agreed minimum amount of weekly property inspections to ensure effective upkeep of area

Consult with residents during weekly property inspections and save inspection sheets to property files

Identify and arrange for required work orders to be raised Identify and take the appropriate action against those tenants in breach

of their tenancy obligations, as well as owners in breach of their Deeds of conditions.

Liaise with external organisations in relation to estate matters Maintain relevant registers Process any complaints concerning estate management services in

line with the Association’s complaints procedure Manage any other general estate management issues Respond to estate management issues identified by estate caretakers

during weekly stair cleaning programme

Neighbour nuisance and anti-social behaviour

Manage Category ‘C’ complaints Maintain relevant registers / files Conduct / assist investigations in relation to anti-social behaviour /

neighbour disputes Provide full updates / responses to complainants and (alleged)

perpetrators during and conclusion of allocated cases Liaise with other organisations, such as Police Scotland, Community

Safety Glasgow In conjunction with Housing Services Officer, liaise with tenancy

support services

Objective 4

Provide assistance with tenant participation and customer care

Provide a courteous and professional service to tenants, owners and other customers across all functions

Provide assistance with tenant participation / consultation exercises Co-attend tenants / owners meetings as required Liaise with other agencies when required to deliver customer care

To contribute to review of the Association’s Resident Participation Policy

Consider and value customers’ views / comments Ensure that complaints received are managed in accordance with the

Association’s Complaints Policy Provide assistance to engagements with Cadder Community Council,

Tenants’ Panel (through Scottish Housing Charter) and any other tenant / resident groups.

Objective 5

Other duties in keeping with the role of Housing Services Assistant and the Association’s work.

The Housing Services Assistant will: -

Contribute to reviews of Housing Management policies and procedures Positively contribute as to the achievement of organisational objectives

and goals. Participate in promotional, marketing and community events relating to

the Association’s work. Attend meetings at evenings or weekends, as required in relation to

your role and the Association’s work Ensure a commitment to their own professional and personal

development to meet the needs of the role and the Association Ensure a commitment to the Association’s equal opportunity policy and

codes of practice. Carry out any other tasks commensurate with your role as directed by

the Housing Services Manager, Director or Management Committee

PERSON SPECIFICATION

Housing Services Assistant

Essential Criteria Desirable Criteria

Education & Qualifications

Educated to higher grade or equivalent

HNC in Housing or equivalent

A professional or equivalent qualification of the Chartered Institute of Housing

Experience At least one year’s recent experience of carrying out similar duties of a Housing Assistant position in the social housing sector

At least one year’s recent experience of customer engagement

Skills, Abilities & Personal Attributes

Organisational Skills

Communication Skills

Proficient in the use of I.T

Positive outlook

Pleasant manner

Flexible approach to work

Customer engagement skills

Problem solving skills

Team player

Knowledge Use of database systems SDM software

Microsoft Applications:

- Excel- Word

Knowledge of housing and welfare reform legislation

Housing benefit knowledge / completion of claims

Knowledge of anti-social behaviour and estate management practices / legislation

Knowledge of allocations and void practices / legislation

Knowledge of the Scottish Social Housing Charter

Other requirements

Awareness of equality issues and commitment to meet the Association’s policy and codes of practice.

Commitment to continuous improvement

In Confidence

APPLICATION FOR EMPLOYMENT

Post applied for: Housing Services Assistant (Temporary) – EVH Grade 6

Applications must be clearly written in black ink or typed.

PERSONAL DETAILS

Surname........................................... Initials........................

Address where we can write to you:

............................................................................................................................

............................................................................................................................

............................................................................................................................

Post Code ............................

E-mail address: ………………………………………………………………

If you can be contacted during the day by phone, please give the number:

Home .................................. Mobile ......................................

Do you hold a current driving licence? YES/NO

Is it clean? YES/NO

If no please give details.................................................................................................

Have you ever been convicted of a criminal offence, other than a spent conviction under the Rehabilitation of Offenders Act 1974?

YES/NO

EMPLOYMENT HISTORY

Please give details of past and present work. This can be paid work, voluntary work or work from home. Start with the most recent.

Please state current salary:

From To Name of Employer, Job Title and Duties

QUALIFICATIONS(Academic and/or Professional) or courses presently being studied.

Subject Date Result Obtained

Dates of Study Grade/Level

OTHER EDUCATIONTraining - include any short course you have undertaken, e.g. Night school, First Aid, Company Training courses.

Name of Course Date of Study Details of Course

COMPUTER SKILLS (please detail your experience of software and mainframe packages)

REFERENCESPlease give the name and address of 2 people to whom references can be made. If you are at present employed or have been employed, please include details of present/last employer.

1. 2. Name

Job Title

Company

Company Address

Company Address

ADDITIONAL INFORMATION IN SUPPORT OF YOUR APPLICATION

ASSISTANCE FOR PEOPLE WITH DISABILITIES

Do you consider that you have a disability? YES/NO

If YES - are there any arrangements which we can make for you if you are called for

........................................................................................................................…

GENERAL INFORMATION

How soon after an offer of a job would you be able to start? ......................

NOTE TO ALL APPLICANTSIn accordance with the Asylum and Immigration Act 1996 Section 8, if you are invited to attend an interview you must provide an original document which states your National Insurance Number e.g. P45, P60, Payslip or a National Insurance Number Card.

DECLARATIONI confirm that to the best of my knowledge the information I have provided in this application is correct.

(a) I am/am not related in any way to a committee member of the Association.

(b) I am/am not related to any member of staff, consultant, contractor or supplier of the Association.

Signed ................................................... Date ................................

PERSON SPECIFICATION

The Association wishes to compare your experience, skills and knowledge with its requirements. You should therefore, try to show in the following part of the form how you satisfy these. This does not have to be from paid work, but can be from other experience. The Selection Panel will consider candidates who do not meet all the requirements therefore please complete all sections as appropriate.

Essential / Desirable Criteria How You Satisfy the Criterion

Educated to higher grade or equivalent

At least one year’s recent experience of carrying out similar duties of a Housing

Assistant position in the social housing sector

At least one year’s recent experience of customer engagementOrganisational Skills

Communication Skills

Proficient in the use of I.T

Positive outlook

Pleasant manner

Flexible approach to work

Customer engagement skills

Problem solving skills

Team player

Use of database systems

Microsoft Applications:

- Excel- Word

Knowledge of housing and welfare reform legislation

Housing benefit knowledge / completion of claims

Knowledge of anti-social behaviour and estate management practices / legislation

Knowledge of allocations and void practices / legislation

Awareness of equality issues and commitment to meet the Association’s policy and codes of practice.

Commitment to continuous improvement

EQUAL OPPORTUNITIES MONITORING FORM

To help us monitor our Equal Opportunities Policy and the effectiveness of our recruitment practices we would like you to answer the following questions. You are not however obliged to complete the form.

This information will not be circulated to the interview panel.

1. Post Applied for:

2. Where did you see the post advertised?

EVH Bulletin EVH Website Word of Mouth

Association Website Universal Jobs Match Other

If Other Please specify ___________________________________

3. Are you:

Female Male

4. Which of the following age band do you belong to?

16 – 25 26 – 40

41 – 50 51 – 60

60+

5. Do you consider yourself as defined by the Disability Discrimination Act? By this we mean a condition which has a long term and substantial effect on your ability to carry out normal day to day activities.

Yes No

If yes, is it

Housing Services Assistant

Physical

Mental Ill Health

Learning Disability

Visual Impairment

Hearing Impairment

Other – please specify

6. How would you describe your ethnic origin?

Scottish/British White Asian, Asian Scottish Black, Black Scottish Indian Caribbean Other British Pakistani African Irish Bangladeshi Gypsy Traveller Chinese Polish Other White Background Other Asian Background Other Black

Background____________________________________________________________(please state which)

Arab, Arab Scottish or Arab British Mixed Ethnic Background Any Other Ethnic Background

(please state)

Information for Applicants - Processing and Storage of Your Sensitive Personal Data

Cadder Housing Association is endeavouring to operate as an equal opportunities employer. It is part of our policy to ensure that there shall be no discrimination on the grounds of race, colour, nationality (including citizenship), ethnic or national origins, religion, social background, disability, marital status, gender, age or sexual orientation.

We are committed to eliminating discrimination from our employment practices. We will take steps to ensure that candidates are recruited, trained and promoted on the basis of ability, the requirements of the job and the need to maintain an efficient and effective service.

The information you disclose on completion of this monitoring form constitutes sensitive personal data as defined by the Data Protection Act 1998. The processing of this data for the purposes of monitoring equal opportunities is permitted under the Data Protection (Processing of Sensitive Personal Data) Order 1999.

Your personal sensitive data may be held in a computerised system. We will be responsible for ensuring that this data is processed in a confidential manner. The information you provide will only be used for monitoring purposes, it will be treated in strict confidence and will not form part of the interviewing process. This form will be detached from your application form on receipt and will be kept separately from the interview panel.