JOB DESCRIPTION

							                   JOB DESCRIPTION


     POSITION:                 ANTI SOCIAL BEHAVIOUR OFFICER

     RESPONSIBLE TO:           ANTI SOCIAL BEHAVIOUR MANAGER


JOB PURPOSE

To ensure the provision of a comprehensive Anti-Social Behaviour service for
bpha residents by providing a proactive response to all reports of Anti-Social
Behaviour.

To ensure there is full compliance with bpha’s tenancy agreements,
policies, procedures and agreements in place with key agencies to deliver a
highly responsive approach towards tackling Anti-Social Behaviour.

To ensure there is effective interdepartmental working through a sound
knowledge of housing and to contribute to the management of bpha housing
stock.


KEY RESPONSIBILITIES

       To process reports of Anti-Social Behaviour (ASB) in line with the bpha
        Service Statement with the aim of resolving complaints in a timely manner.

2.      Contribute to the effective management of the ASB caseload through
        collaboration with ASB team members to target action at the highest
        priority cases as directed by the ASB Manager.

3.      Undertake thorough investigations of all ASB complaints and ensure an
        effective response is achieved in a timely manner in line with bpha’s
        procedures.

4.      To consider other aspects of housing whilst dealing with ASB including,
        income collection and generic housing duties.

5.      Contribute to increasing customer satisfaction with the outcomes
        of ASB casework through analysis of feedback, complaints and customer
        satisfaction survey outcomes.
6.       Work closely with the Police, legal advisers, local authorities and other
         agencies to maximise the appropriate use of the full range of preventative,
         diversionary and enforcement mechanisms to tackle ASB.

7.       Work with the Family Intervention Project Officer to provide an effective
         referral and intervention service where necessary.

8.       Record and maintain up to date records of all ASB cases via the ASB
         processing system, and other databases as necessary, to support
         effective management and reporting.

9.       Work as part of the ASB team and provide support and assistance to
         colleagues, including a flexible approach to case management across all
         locations dependant upon prioritised workload and specialist skills.

10.      Work as part of the wider housing management team and where
         necessary taking on generic housing officer duties such as income
         collection and starter tenancy reviews.

11.      Assist with providing training for colleagues and ensuring a consistent
         approach to ASB across bpha’s operating area.

12.      Keep up to date with good practice and assist in disseminating this with
         colleagues.


SPECIFIC SKILLS AND KNOWLEDGE

     Experience in social and affordable housing
     Experience of dealing with a range of customers and difficult situations
     Knowledge of Anti-Social Behaviour practice and disciplines
     A sound working knowledge of Microsoft Office package, including Word,
      Outlook, and Excel.

CUSTOMER SERVICE

A key requirement of the post is the need to demonstrate excellent customer
care skills and show an understanding of and commitment to equality and
diversity, in all aspects of your work.


RESIDENT INVOLVEMENT

To promote, facilitate, support and develop community and customer
involvement in order to continually improve customer service.
ESSENTIAL CAR USER

There will be occasions when the post holder will need to travel on bpha
business and therefore this post is designated as an essential car user. The post
holder will, therefore, need the use of a car, a current valid driving licence, MOT
and insurance for business purposes.


VALUES AND BEHAVIOURS

Our core set of values and behaviours underpin the way we expect our
employees to conduct themselves and as such these are important to bpha.
All employees are expected to demonstrate these core principles and will be
assessed on them at their appraisal:

•        Accountability
•        Collaboration
•        Customer Focussed
•        Efficiency
•        Innovation
•        Integrity




NB. No job purpose can be entirely comprehensive and the jobholder will be expected to carry out such other
duties as may be required from time to time and are broadly consistent with their job purpose and competencies




JOB DESCRIPTION AGREED BY ASB MANAGER – NOVEMBER 2011
COMPETENCY REQUIREMENTS


 ACHIEVING RESULTS
 Definition:
 Achieves results through agreeing targets and objectives, effective management of
 self and other resources, to ensure deadlines and goals are met.

 Indicators:
  Monitors and evaluates own performance against targets
  Develop new ways of working to achieve results
  Demonstrates high personal standards as an example to others
  Remains focused when faced with competing demands
  Allocates time and resources to reflect priorities
  Seeks information to aid decision making
 PLANNING AND IMPLEMENTING
 Definition
 The ability to manage workload by prioritising and agreeing targets, creating plans
 and timetables, leading and monitoring activities and reviewing progress.
 Demonstrates determination and commitment to achieve results and overcome
 difficulties and pressures.

 Indicators:
  Plans and prioritises workload to ensure deadlines are met through busy
    periods
  Monitors and adjusts plans as necessary
  Communicates the plans to appropriate staff / stakeholders
  Makes effective use of time
  Balances short terms requests with long term priorities
  Determination and commitment
 COMMUNICATION
 Definition:
 The ability to communicate clearly and effectively with a range of people; taking
 account of their views; and using well reasoned arguments to convince and
 persuade where necessary to achieve positive outcomes.

 Indicators
  Considers in advance the differing needs of others and adapts style accordingly
  Communicates clearly and influences well under pressure, using a range of
    methods to influence others, eg explain benefits and give background
    information
  Summarises information to check understanding
  Explains and justifies point of view and objectively discusses options
  Approachable and responsive to people’s needs
CUSTOMER FOCUS
Definition:
Customer focus is the commitment to putting customers first and the ability to
deliver a consistently high quality service
Customers are both internal, i.e. colleagues and external i.e. the community,
customers, partners or other organisations.

Indicators:
 Consistently makes decisions focussed on customer needs
 Analyses delivery of services and provides solutions to problems
 Finds different ways to satisfy customer needs
 Takes pride in delivering high quality services and seeks to expand own skills
 Constantly questions “how will this benefit the customer?”
 Seeks customer feedback to investigate ways to improve customer experience
 Understand all services and accurately matches these to customers needs
EQUALITY AND DIVERSITY
Definition:
The recognition and valuing of difference in the broadest sense. It is about
creating a working culture and practices that recognise, respect, value and harness
diversity for the benefit of the organisation and all individuals.

Indicators:
 Acknowledges the positive contribution that everyone can make
 Considers impact of own actions on others
 Sets a personal example of good equalities practice at all times
 Challenges inappropriate behaviour
 Understands different learning styles
 Respects confidentiality wherever appropriate