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JOB APPLICATION

PACK

Job Title: Accommodation Officer Directorate: Housing Department: Keyworker - NHS Location: Frimley

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Dear Candidate Thank you for your interest in working for Thames Valley Housing. In this pack you find the Job Description and Person Specification for the role you are applying for. We encourage you to read the guidance notes and fill in the application form carefully. The criteria set out in the person specification contains all the competencies for this role and will be assessed at different stages of the selection process. Please see the guidance notes for further information on this. Thames Valley Housing is a user of the government’s “two ticks” disability symbol, which recognises organisations that are positive towards disabled people. Disabled applicants who meet the short-listing criteria are guaranteed an interview. I hope that you find the job description interesting and decide to apply. I wish you success and we look forward to receiving your application form. Thames Valley Housing Recruitment Tel: 0300 456 2929 Email: recruitment@tvha.co.uk Web: www.tvha.co.uk/careers

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CONTENTS Guidance Notes for Applicants………………………………………………………………………………….4 Job Advert…………………………………………………………………………………………………………………6 Job Description…………………………………………………………………………………………………………7 Person Specification…………………………………………………………………………………………………10 Our Competency Framework……………………………………………………………………………………12

Appendix 1……………………………………………………………………………………………………………….13

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GUIDANCE NOTES FOR APPLICANTS Before you complete your application

Please read the job application pack before you apply online for the position - this contains all the

information you need to decide whether the job is right for you.

Read through the job description and person specification – they are the best places to find out

exactly what experience, skills and competencies you need to be successful in the role.

The person specification highlights the competencies we want to asses as part of our recruitment

process. Our competency framework is at the back of this pack.

You’ll need to prepare a CV – we ask you to upload your CV as a Word document as part of our

online application form.

Completing your application

When you’re ready to apply, click ‘Apply here’ at the bottom of the job advert for the position you’re

interested in and complete the online form.

We’ll ask you about your skills and competencies – as well as your CV, we’ll also ask you to upload a

personal statement or answer some questions online about how your skills and experience match the

essential criteria and competencies in the person specification.

You’ll need two good references - we will ask for contact details for your references in the online

application, but we won’t contact them until the offer stage. Your references should be:

- Your current employer. If you are unemployed, this will be your most recent employer. This

will be someone senior to you who can assess your work for us, not a colleague or friend at

work.

- A previous employer or someone with a senior role who can vouch for you.

We’ll ask you for some personal information to help us monitor diversity and equality – the only

people who will see this information are the HR team who will use it for equal opportunities

monitoring purposes. It will be treated in the strictest confidence and does not form part of the

selection process.

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What happens next?

Assessments/Interviews

Our Recruitment team will contact you a few days after the application closing date if your application has

been short-listed. We will invite you to a competency-based interview, and ask you to complete some tests.

These could be ability tests, written exercises, job-related tests, psychometric tests or IT tests. We will also let

you know if you have not been shortlisted this time.

Driving

If the job needs you to drive, we will need to see your driving license.

DBS check

For some jobs we will need to carry out a Disclosure & Barring Service check. We’ll say so in the job

description if that’s the case.

Eligibility to work in the UK

It’s against the law for us to take on people who do not have the right to work here. If we offer you a job, we

will ask you to prove this to us. We’ll send you a list of documents you can use for this.

Data Protection

By law, we have to let you know that we keep the personal information about you that you put in a job

application. When you sign and send an application in, we take this to mean that you are giving us permission

to keep it, and to use it to get in touch with you, if we find a job we think would suit you in the following six

months.

Your Views

We’re happy to hear from you. We want to improve our recruitment, so please complete the Recruitment

Survey. https://tvhahr.wufoo.eu/forms/recruitment-what-was-your-experience/

Getting in touch

If you have any questions or problems at any stage of your application, please do get in touch with our

recruitment team on recruitment@tvha.co.uk.

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JOB ADVERT

ACCOMMODATION OFFICER – PART TIME

Location: Frimley Site, Near Farnborough

Salary: starts at *£23,200, rises to £28,500 pa, pro rata

Closing date: 26 September 2016

Interview date: 6 October 2016

About the Company

At Thames Valley Housing we work in partnership with NHS Trusts to provide high quality

accommodation for the doctors and nurses we all need. We are currently building new

accommodation for those working at Frimley Health NHS Foundation Trust and are looking for a part

time member of staff to work at our Frimley office.

About the role

You will be a lone worker managing 86 units on site, 32 units in the surrounding area and 461 student units at the University of Surrey in Guildford whilst working closely with the staff from the Frimley Health NHS Foundation Trust and the University of Surrey.

Accommodation Officers are key posts within our Keyworker Rented Housing Team and are fundamental to the quality service we provide to our customers.

About you

You will need to be commercially driven and customer-focused ensuring a high quality of service is provided to our tenants through the efficient management of our housing stock and the monitoring of our contractors. You will need to demonstrate excellent interpersonal skills, be able to work well under pressure, show attention to detail and be able to prioritise your work. This role is for up to 31.5 hours per week with some flexibility over working times. *You will rise to the full salary on successful completion of your 6-month probationary period Applying process Please view the job application pack for the full job description and person specification. You will need this when you apply on-line.

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JOB DESCRIPTION

Job title: Accommodation Officer Directorate: Housing Department: Keyworker Rented Housing

Location: Frimley Development, Church Road, Frimley Responsible to: Regional Accommodation Manager

Family tree (clearly showing the responsibilities for and to particular managers)

Main purpose of the job To ensure a high quality of service is provided to customers through management of stock and contractors.

It is essential that staff retain a sense of ownership and have a holistic approach over all housing management services and to all customers.

HOUSING AND NEIGHBOURHOOD

SERVICES DIRECTOR

HEAD OF KEYWORKER RENTED

HOUSING

REGIONAL ACCOMMODATION

Manager

ACCOMMODATION OFFICER

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Main contacts which the post holder has within and outside the organisation Regional Accommodation Manager, Accommodation Manager, Head of Commercial Housing, Revenue’s, Finance, Partnering Manager Customer Service Officers, Property and Asset Management, Surveyors, Key NHS Departments, Local Authority, Public Organisations and other Key Worker sectors, Maintenance Contractors, Estate Staff and where appropriate anyone connected to the Associations Accommodation.

Budgetary responsibilities specifically attached to post None, although the post involves developing and assisting in the preparation of budgets. All staff are also expected to operate with an awareness of corporate priorities, and budgetary control. Principal accountabilities expected of the post holder Lettings To co-ordinate the allocations and lettings process, ensuring all units are allocated and let swiftly and efficiently, keeping void loss to a minimum.

To issue Tenancy Agreements and legal notices as part of the signing up procedure and in accordance with current Housing Act requirements.

Ensuring a professional working relationship with key contacts at the hospital and University of Surrey.

To effectively run/administering and monitor the waiting lists ensuring adequate priorities are given (in-line with the priorities of the Trust and the Association, respectively).

Ensure all lettings are undertaken in accordance with lettings processes and that appropriate liaison is maintained with the Trust.

To assist in the development of establishing other sources of referrals, within the framework of the relevant Trust concerned.

To provide information on move-on arrangements and alternative accommodation for customers who have been asked to move-on from Thames Valley owned/managed accommodation. This will involve making contacts with local authority/housing provider partners.

To co-ordinate inventories of furnished accommodation, ensuring accommodation is both let and vacated in a satisfactory condition. Where there has been damage to the accommodation to re–charge the person responsible.

Key Control

To ensure there is proper and comprehensive control of keys, thereby maintaining high levels of security throughout the development at all times.

Rent Collection

To co-ordinate the rent arrears collection process, ensuring appropriate action is taken against tenants.

To collect deposits and rent in advance where appropriate at the point of sign up. To co-ordinate invoicing arrangements with the Trust, who may collect the rent from the payroll of individual tenants

To administer and monitor when appropriate payments of rent from customers.

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To administer when appropriate the former tenant arrears collection system, maximising recovery should tenants leave owing debt.

To serve under the supervision of the Regional Accommodation Manager the relevant legal notices in relation to breach of tenancy and represent the Association in court for repossession and breach issues.

Estate Services/Contract Supervision

To assist in the management of cleaning/estate services on-site by monitoring performance. Where contract compliance issues are established, these should be referred to appropriate officers/dealt with immediately.

Liaison with Trust and University of Surrey

To assist in developing and maintaining a close and effective working relationship with NHS Trust partners and the University of Surrey.

Preparation of Performance Indicators

In conjunction with the Regional Accommodation Manager to produce performance indicators, identifying areas of non compliance against the financial model and also key indicators of the Association.

Tenant Participation

To help ascertain and promote tenant participation initiatives amongst tenants, assisting the Resident Involvement Regional Accommodation Manager delivering projects, in-line with Thames Valley’s resident involvement policies.

General

The post-holder may be asked to undertake other duties, commensurate with the level and responsibilities associated with the post. Other To carry out other duties as may be reasonably assigned from time to time by the Regional Accommodation Manager, such duties to be compatible with the level of this job description.

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PERSON SPECIFICATION Role: Accommodation Officer

Directorate: Housing

Knowledge, Experience & Skills Essential Arrears Management Housing Management Responsive Maintenance Voids and lettings systems Excellent administration skills Excellent knowledge of Microsoft Office applications (especially Excel) Desirable Estate Management External Liasion Rent and Service Charge Resident involvement and consultation Working with diversity

Qualifications Essential – GCSE Level C or equivalent including English & Maths

Competencies (highlighted in Red assessed by personal statement and at interview)

Core (refer to Competency Framework guidelines to determine appropriate definition) Applied Thinking (Vocational) Solves basic problems within clearly laid out policies and procedures Working Together (Vocational) Works Co-operatively with other members of the team and direct customers Planning and Organising (Vocational) Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks Customer Driven (Vocational) Delivers a high quality service

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Results Focused (Vocational) Takes responsibility for achieving individual objectives and contributing to team targets Initiative and Innovation (Vocational) Addresses current opportunities by improving and adapting existing approaches Managing Relationships (Vocational) Builds rapport with colleagues and direct customers/suppliers Continuous Improvement (Vocational) Drives self to deliver results and aspirations

OTHER Excellent IT skills Commitment to Equal Opportunities and Health & Safety

LIVING AND DELIVERING THE CORPORATE VALUES

Think Forward – Question how we do things. Think Ahead. Innovate Think We – Let’s work together to achieve our shared goals. Think Openly – Let’s be transparent and true to our word. Think With Compassion – Offer your time and support. Act with empathy and understanding. Think With Energy – Be passionate about delivering great customer service and making things happen

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OUR COMPETENCY FRAMEWORK

What are Competencies and how are they used? A competency is an ability, skill, knowledge or trait that is needed for the successful performance of a job. It is often defined in terms of behaviours. Overall, competencies are a set of behaviours that an individual must possess in order to perform to the optimum level within that role. When used properly, and in conjunction with other working practices and procedures, competencies can ensure fairness, openness and equality in the way we recruit staff, select people for training, identify clear development paths and promote people. The Competency Framework contains a total of ten competencies and it is considered that to carry out a role at a particular level an individual should possess those competencies that are ‘Core’ for that level. The depth of which these core competencies are required will vary according to each role. Core competencies are far broader in their application and apply to all jobs within TVH. This document details the core competencies which TVH recognises as necessary. The person specification highlights the competencies we want to assess as part of our recruitment process, but the following areas are important all of the time.

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Name Definition Level Descriptors

1 Applied Thinking Makes use of relevant information to resolve problems, identify opportunities and reach appropriate solutions.

Leader Identifies new business opportunities by evaluating company performance from a range of information

Expert Sets Directorate/Departmental priorities by developing solutions to support the business plan

Professional Recommends improvements to processes and services at a team level by analysing patterns and trends from information

Vocational Solves basic problems within clearly laid out policies and procedures

2 Results Focused – “Getting things done”

Achieves successful delivery of tasks and objectives by effectively managing others or taking direct action.

Leader Sets the performance framework for the organisation to meet corporate goals, achieve results and champions improvements

Expert Sets the performance framework for the Directorate/Department to meet objectives, KPIs and continuously seeks improvements in delivery

Professional Uses Directorate/Department objectives to identify team KPIs to drive service delivery and meet goals

Vocational Takes responsibility for achieving individual objectives and contributing to team targets

3 Planning and Organising Plans and organises work and activities to meet objectives whilst achieving quality and value for money.

Leader Structures the business plan to deliver key objectives while allocating appropriate resources

Expert Develops project plans and identifies departmental activities and resources required to meet organisational goals

Professional Delivers the project plan/departmental objectives to plan and budget

Vocational Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks

4 Initiative and Innovation Takes a creative approach to work by formulating new ideas or adapting existing ideas in a new or unexpected way to create opportunities.

Leader Develops ways of capturing innovation and creativity across the organisation and delivers through others

Expert Plans and implements new ideas in the long to medium term and takes the lead in delivering change within Directorate

Professional Develops and implements initiatives at a local level

Vocational Addresses current opportunities by improving and adapting existing approaches

Appendix 1

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Name Definition Level Descriptors

5 Working Together Works co-operatively and flexibly across cultures and organisational boundaries to achieve shared goals

Leader Creates a positive team working environment

Expert Builds the team to deliver a high quality service

Professional Involves others to work towards shared goals and objectives

Vocational Works co-operatively with other members of the team and direct customers

6 Managing Relationships (Influencing, persuading and negotiating)

Builds and maintains relationships to achieve positive outcomes for the Association

Leader Extends networks and uses indirect influence to build external relationships to achieve long term strategic organisational goals

Expert Maintains networks and plans impact

Professional Builds positive and reciprocal relationships that benefit the Association

Vocational Builds rapport with colleagues and direct customers/suppliers

7 Continuous Improvement (Striving for Excellence)

Looks for opportunities to improve (self, products and/or services)

Leader Creates a continuous improvement environment

Expert Drives Departmental activity to continuously improve systems and processes

Professional Delivers improvements at a team level

Vocational Drives self to deliver results and aspirations

8 Customer Driven Provides an excellent service to all customers

Leader Develops the strategy to meet the long term interests and aspirations of customers

Expert Champions and promotes the delivery of quality service to all customers

Professional Plans and organises delivery of customer service

Vocational Delivers a high quality service

9 Commercial Awareness Understands relationship of operational issues to wider business context

Leader Defines and develops TVH’s commercial objectives to maximise the organisation’s financial wellbeing

Expert Delivers the commercial objectives

Professional Understands the purpose and content of the Corporate business plan

Vocational Demonstrates awareness of commercial aspects of the business

10 Leadership (Developing and Managing People)

Inspires and motivates others to develop confidence and capability to realise their full potential

Leader Leads the organisations to deliver high performance

Expert Is a role model for effective leadership

Professional Supports team development

Vocational Gives basic direction and instruction

Appendix 1

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