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Job Title: Scheme Manager
Reference number: WHC-08
Hours a week: 35
Location: Harrod Court, Kingsbury
Closing Date: 19 April 2010
Dear Applicant
Scheme Manager – extra care
Thank you for your interest in Network Housing Group and the post of scheme
manager – extra care.
In completing the application form, please pay particular attention to the role profile.
On the last page of this pack, you will find guidance notes to assist with completing
your application.
Completed application forms should be returned by 5.00pm on 19 April 2010.
Candidates who are shortlisted for interview will normally be contacted within 2
weeks of the closing date. We do not send letters to unsuccessful candidates;
therefore, if we have not contacted you within 21 days, you have not been shortlisted.
Please return your completed application form to the following address:
Network Housing Group
Human Resources Department
Olympic Office Centre
8 Fulton Road
Wembley
Middlesex
HA9 0NU
Or email us at HR@networkhg.org.uk
If you have any queries, please do not hesitate to contact the HR Department on 020
8782 4264.
I look forward to receiving your completed application form.
Yours sincerely
Karen Forbes - Jackson
Group HR Director
About Network Housing Group
Network Housing Group was established in 1974. It owns and manages over nearly
18,000 homes, mostly in Greater London and the Eastern Region, working with 33
local authorities to provide a range of housing and support services delivered through
its locally based housing associations.
The Group is committed to providing good quality homes, with a variety of tenures, to
meet customer aspirations. It is also committed to supporting and investing in
communities and to developing thriving neighbourhoods. The Group places its
tenants and customers at the heart of everything it does and is proud of involving
them in its operations.
Network Housing Group Limited is a non-asset holding parent body providing
corporate services and support (finance, development, IT, HR, and company
secretarial) to all members of the Group. Formed in 2003, this group structure aims
to ensure local accountability and flexibility to meet the needs of its residents.
Network believes that services should be managed locally. but it is through working
in partnership across the Group that it uses its combined strength to deliver its vision
‘better services, better places, changing lives’.
Our members are:
Stadium Housing Association
The founding member and largest of the housing
associations in Network Housing Group, Stadium
has been renowned for its innovative approach to
property development since it was established in
1974. Its urban development programme is
focused on delivering sustainable communities in
partnership with residents, local community groups
and other housing providers.
Riversmead Housing Association
Established in 1994 to manage housing for East
Herts Council, and also Network’s stock to the north
of London. Following a successful transfer of East
Herts’ stock in 2002, Riversmead now owns and
manages over 4,000 homes from its offices in
Hertford.
Willow Housing and Care
Formed in 2000 to take a transfer of Brent Council’s
sheltered housing stock and also to manage
Network’s existing sheltered and residential care
housing in Brent. Willow provides over 900
supported homes for older people working for older
people across London and has established a £24
million redevelopment programme to upgrade the
council’s transferred stock.
London Strategic Housing
This was set up in 2000 to provide housing for
London’s key workers. It currently provides over
1,500 homes for a wide range of key workers and
students.
Mitali Housing Association
Formerly a housing co-operative, Mitali was
founded in 1985 and joined the Group in 2001. It
owns and manages 400 properties, mainly in Tower
Hamlets, Newham, Hackney and Waltham Forest.
Community Trust Housing
A resident-led housing association based on the
borders of Brixton and Stockwell in south London.
CTH owns and maintains over 1,300 homes on the
Robsart Village and Stockwell Park estates and in
surrounding streets.
Solon Community Network
An independent resident involvement consultancy
which operates throughout the United Kingdom.
They empower residents by providing support,
training and advice, giving people a say about what
happens in their communities.
The Network Housing Group Vision
Our vision is to enable lives to change for the better.
Our purpose is to provide the services, the investment in communities, the homes
and the environments that enable people to pursue opportunity and to prosper.
Our values are summed up by the term ‘the Network Way’. This describes the
qualities, actions and behaviours that we believe are necessary to achieve our goals.
It is also what makes the Group distinctive and sets it apart from others in its sector.
We want ‘The Network Way’ to run through everything we do, from how our
customers experience the service, how we work as a business and the way we work
with our partners.
The Network Way
Who we are A successful organisation driven by social purpose to enable people’s lives to
change for the better
What we Create great homes Enable people to prosper Invest in and support
do and places and change their lives communities
Our
values Innovative Brave Passionate Challenging Inclusive With Integrity
and
qualities
We create an environment We define clear aligned We deliver excellent
We maximise the
where people can think freely business and personal services throughout
potential of people
How we and take responsibility objectives the business
achieve
it
We anticipate and plan We understand and We work in a commercial manner to
for changes in the address current and future ensure the future financial strength of
business customer needs the business
Better services, better places, changing lives
Our Strategic Priorities
This is an exciting time for the Network Housing Group. Led by a new Group Chief
Executive and a restructured Group Management Team, we are embarking on a new
phase in our history.
Despite uncertainties in our external operating environment, we see the Group as
having the experience, creativity and financial robustness to grow and improve our
services. We have an appetite for growth and are setting ourselves ambitious targets
for the next five years, in both the number of homes we provide and the range of
services we offer. As well as our development pipeline of 1400 new homes, we are
actively pursuing regeneration opportunities and plan to grow by at least 5,000
homes in the next five years. Customer service is a very high priority for us and
we’re committed to investing in and improving the quality of service we provide and
to making us among the top 10% of performers. We plan to widen the range of
products and services we provide and to diversify our customer base, using the
strengths and experience that already exists within the Group.
Our six strategic priorities for the coming years are:
To provide the best possible services in line with its customers’ needs and
aspirations
To grow the number of homes within the Group and increase the number of
customers we serve
To enhance the financial strength of the Group
To promote the benefits of a broad approach to diversity and equality
To develop and support socially inclusive and sustainable neighbourhoods
To recruit, develop and retain the people who will deliver our vision
You can read more about our plans for the future and how we will achieve our
strategic priorities at www.thenetworkway.co.uk
For more general information on Network Housing Group please visit:
http://www.networkhg.org.uk/
WILLOW MISSION AND VALUES
Our Mission
To enhance the quality of life of older people by providing a range of affordable
housing, care and support services of the highest standards.
Our Values
Willow is a value-led organisation. Our values underpin all areas of our work.
Customer Focused
Respect for our residents and the contributions they make to a sustainable
community
Listening, consulting and involving residents and stakeholders
High quality, resident-focused services delivered with dignity and sensitivity
Fair & Open
Equality of opportunity and access to services
Services appropriate for the cultural and ethnic diversity of our residents
Policies and practices that address disadvantage and are non-discriminatory
Communicating clearly with service users, stakeholders and staff
Professional
Valuing and investing in our staff
Effective recruitment, management and governance
Accountable and transparent in our work practices
Working to regulatory & sector standards
Forward Looking
Developing innovative solutions to meet changing needs
Seeking opportunities to develop homes & services for the future
Working in partnerships to increase diversity of services
Aiming to be market leaders in the provision of housing, care & support for
older people
WILLOW HOUSING & CARE STRATEGIC OBJECTIVES
Willow Housing & Care is a specialist organisation, providing homes and care
services for older people. Willow is a Registered Social Landlord with charitable
status, and a member of the Network Housing Group. Willow subscribes to the
Group values and objectives, whilst the strategic objectives of Willow direct and
influence our business, and contribute to the achievement of Group objectives.
Willow’s strategic objectives are:
To provide a range of sheltered housing, extra-care housing and residential
care/nursing homes to meet the varying needs of older people within, and with
links to, the community
To provide appropriate care, support and management services to enable
residents to maintain their independence and quality of life
To contribute to the strategic development of locally-delivered services that will
meet the priorities for older people
To enable and empower our residents in influencing and informing the decision-
making processes of Willow Housing & Care, and in participating in the activities
of the Association
To demonstrate continuous improvement and a high level of service user
satisfaction
To be a professional organisation, committed to providing value-for-money and
high quality services
In working to fulfil our objectives, we will;
Work with partners across the voluntary, statutory and private sector to provide
high-quality homes and related services for older people
Secure the necessary funds and revenue to meet our objectives
Conduct ourselves with the highest standards of governance
Have strong, effective management and skilled, motivated staff
Consult with, and seek feedback from, our service users
Actively seek new opportunities for diversification in meeting the needs of older
people
Role Profile
Scheme Manager
Job Title:
Supported Housing Manager
Reporting To:
Enhanced CRB
Disclosure Level:
Purpose: To actively promote the status of older people in an equal
opportunities context.
To undertake all administration tasks and attend all training
sessions to ensure ongoing personal development, in
compliance with the associations high standard of
attainment.
To work flexibly and co-operatively with colleagues,
maintaining effective working relationships with residents, to
solve issues and work within procedures and guidelines.
To communicate customer feedback in order to identify and
meet residents’ choices and promotion of independence
together with identification of areas for service improvement.
To provide emergency scheme cover within the designated
management area
Key accountabilities General Support Duties :
Complete Support Plans for each resident and yearly review
(or when appropriate).
Facilitate and encourage social events.
Daily visits Monday to Friday, to ensure that all residents are
accounted for, either by direct communication, observation
or confirmation of well being.
Promote independence and develop confidence by:
a) Obtaining and offering advice on health, aids and
adaptations and budgeting.
b) Settling residents in new home, assisting as necessary
in connection with utilities. Assisting to manage own
home, instructing on use of laundry equipment, Warden
Call emergency response equipment and door entry
system. Facilitate handyman service.
c) Responding to alarm system and taking appropriate
action, in the case of hospital admission, informing all
relevant parties, cancelling services and ensuring
environment is kept clean, safe and secure.
Hospital discharge may necessitate emergency assistance and
follow up action, ensuring that the care package is adequate
and adhered to, to meet the needs of the resident.
Counselling/Advocacy :
a) To prepare and present reports for advocacy work. e.g.
referrals for personal care assessments. Develop
working relationship with residents and their
representatives. Offer debt counselling and advice on
methods to maximise residents’ income through benefits
and grants and assist with applications. Assist with
correspondence and completion of any associated
paperwork.
b) Ensure all administration, including record keeping,
Support Plans, health and safety records and monitoring
records, is kept up to date. Residents files/cards to be
completed and continually reviewed to ensure accurate
up to date information.
Retrieve tenancy data as requested by residents (from
Association database).
c) Keep informed of local services and wider community
activities display and file appropriately.
d) Liaise with appropriate outside agencies to ensure that
residents receive support services and advise what they
require from statutory and other bodies and where
necessary attend or initiate case conferences.
e) Social Events – To ensure resident involvement in all
aspects of scheme life, promoting Resident Participation
and community development to promote a positive
approach to multicultural life.
Housing Management :
Environmental services – Direct monitoring of contractors
and operatives (window cleaners, gardeners and
handyman) to ensure attendance when contracted.
Maintain standards of cleanliness, safety and security of the
building, ensuring all grounds and gardens are well
maintained in compliance with Health & Safety regulations.
Report all identified repairs and maintenance defects by
giving comprehensive reports, assessing urgency and
liaising with Association’s maintenance section (PSD).
Follow up to ensure satisfactory and timely completion.
Security:
Maintain system for safe keeping of all keys
Monitor CCTV
Rapid reporting to appropriate bodies of any breaches of
security
Voids and lettings:
Interview and assess prospective residents and arrange
viewing of void properties
Ensure that tenancy documents are prepared for residents
and relevant paperwork signed
Identify and report void properties and monitor all re-let
works
Accompany viewing and, if requested, assist with
assessment of prospective residents
Monitor and report any deviation from tenancy agreement
Tenancy disputes – offer mediation to alleviate
Health and Safety:
Daily visual inspection of schemes to ensure Health and
Safety standards are adhered to; participate in and facilitate
regular checks of all equipment, alarm bells, emergency
alarm, smoke detectors and all emergency equipment.
Housing Administration:
Utilise fully the Information Technology available
Ensure proper records are kept of all attendances on site
Keep written confirmation of all reported defects
Assist the Housing Manager with implementation of
appropriate arrears recovery and monitoring of rent
accounts
Identify, collect and bank all monies from TV licence fee,
telephone and guestroom fees.
Budget Control:
Order cleaning materials keeping within scheme budget
Petty cash to be used within scheme budget and all records
Maintained.
Contacts - external/internal
Directors & Heads of Service
Managers and staff across the Group
Local Authorities & other employers
Board and Committee members
Solicitors and other specialist advisers
Job related knowledge, skills and experience at entry
Good basic education
Experience of dealing with the public
Experience of servicing formal meetings or committees
Strong administration and system skills
Available to attend some evening meetings
Competencies
Results focus: sets high work standards for self and demonstrates drive to meet targets
Customer orientation: desire and willingness to address the needs of internal and
external customers, seeking continually to improve quality & standards of excellence.
Communication: able to convey information clearly, accurately and convincingly through
speech and/or in writing.
Teamwork: contributes actively to a working environment, in which colleagues work co-
operatively with each other, accepting collective responsibility.
Planning & Organisation: prioritises, organises & schedules activities & resources to
ensure achievement of results.
Respect for all: demonstrates awareness of cultural and community diversity and
sensitivity to the needs and feelings of other people.
Responsive to change: Receptive to the need for change and adaptable to changing
work demands and conditions.
CONDITIONS OF SERVICE AND EMPLOYEE BENEFITS
Post Title: Scheme Manager – extra care
Grade: D
Salary: £23,090 £23,671 £24,337 £25,002
The appointment will be made on the first point of the scale above, dependent upon
skills and experience. Increments will be awarded to employees who meet
performance standards every April until the top of the scale is reached. To qualify for
the award employee need to have been in employment in the December prior to the
April and performing at an acceptable level.
If an offer of employment is made, the offer is subject to satisfactory references and
Health check.
Hours of work
Hours of work are 35 per week, 9am to 5pm Monday to Friday.
You will however be expected to be flexible at times when attendance at board level
or other key events is required.
Salary Arrangements
Salary is paid, 15 days in advance and the remaining period of the month in arrears,
on the 15th of the month by means of bank credit transfer. Where the 15th of the
month falls on a weekend or bank holiday payments is made on the previous working
day.
Holidays
Network Housing Group offers a generous holiday entitlement.
Holiday starts at 24 days (pro rata for part-time and contract staff) per year.
Employees receive an additional day’s holiday after each year of employment to a
maximum of 29 days.
Employees who have completed 10 years continuous service will receive 3 days in
addition to their basic annual entitlement to a maximum of 32 days.
The leave year starts on 1 January and ends on 31 December.
Probationary Period
All new members of staff to Network Housing Group are subject to a six month
probationary period.
All new members of staff to Willow are subject to a six month probationary period.
Private Health Insurance
Willow provide a health insurance scheme which pays up to 50% of eligible
employee salaries who have more than one years service and are off sick for more
than three consecutive months. For sickness periods of less than three months, full
salary is paid, provided that staff have at least three months service.
Employee Assistance Programme
All employees of Willow have access to the employee assistance programme that
offers a completely confidential free counselling and guidance service.
Pension
All staff have the option of joining a pension scheme provided by the Social Housing
Pension Scheme.
Training and Career Development
By investing in the training of its staff, Network Housing Group aims to
provide a skilled and knowledgeable workforce which is able to achieve its
objectives
provide high quality services to its tenants and customers.
maintain and improve staff motivation and to foster employee job satisfaction.
achieve a flexible, adaptable and multi-skilled workforce as a source for future
recruitment needs.
ensure that its Equal Opportunities policy is applied to all staff training activities.
be an 'Investor in People' employer
Willow encourages all its employees to take advantage of training opportunities for
their development at work.
Staff Development also provides opportunities for course sponsorship, work
shadowing, secondments and work experience placements.
Staff Engagement
Willow works with Unison trade union and other staff representatives to ensure full
and meaningful staff engagement is achieved.
Equal Opportunities Statement
Willow Housing and Care wishes it to be known that it is seeking to work for equality.
The Association recognises the problem of discrimination including racial and sexual
discrimination and is committed to play its part in ending it. This means that:
1. In the provision of housing services and employment of staff to provide these
services, the Association will seek to ensure equality of opportunity and
access for all persons.
2. No person or group of persons applying for housing or for a job, or for
contracts with the Association, will be treated less favourably than any other
person because of race, colour, gender, age, ethnic or national origin or
because of their religion, disability, marital status or sexual orientation.
3. The Association will seek to identify the needs of disadvantaged minority
groups in its area of operation by establishing close relationships with those
groups and will then actively assist minority groups to benefit from its housing
services.
4. The Association will then seek actively to encourage applications for
vacancies from suitably qualified persons from ethnic minority groups and the
disabled. Men and women will be encouraged to apply for posts that hitherto
may have been staffed by a single sex.
5. To help fulfil its commitment to equal opportunity, the Association will collect
and monitor records of the ethnic/racial origin and gender of all those applying
to it for housing and allocated, and all those seeking employment and
employed by the Association. Confidentiality of information about individuals
will be maintained at all times.
`
6. Action to combat any form of harassment of staff and tenants will be
accorded high priority.
7. In hiring contractors and other agencies to work for it, the Association will be
aware of its commitment to equality of opportunity.
8. In the composition of its Management Committee, the Association will be
aware of its commitment to equal opportunity.
9. The annual report of progress in matters of equal opportunity will be made to
the Management Committee to ensure the effectiveness of the policy.
10. Each Department will develop and maintain an Equal Opportunity action plan.
The purpose of this statement is to highlight the Groups commitment to eliminating
unfair discrimination from all aspects of its work.
People with Disabilities - Guaranteed Job Interview Scheme
Willow Housing and Care is committed to increasing the opportunities it can offer to
people with disabilities both inside and outside the organisation.
We will therefore guarantee an interview to any disabled applicant for this post, who
meets all the essential criteria listed on the person specification contained in this job
pack.
This scheme is open to both registered and unregistered disabled applicants. A
disability is a physical or mental condition, the effect of which makes it substantially
more difficult for the applicant to get or keep work. The disability must be expected to
last for more than 12 months, for applicants who are not currently registered (that is,
do not have the Green Card from the Employment Service).
If you wish to be considered for this post under this scheme, please give details of
your disability, and sign below. It would also be useful to know, whether you would
require any particular arrangements or assistance, should you be invited for an
interview.
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All the information obtained during the selection procedure will be assessed
and used in the final decision making process.
References
References will normally be taken up for a candidate once an offer of employment
has been made.
Both referees should be previous employers including your present or most recent
employer.
Please note that all offers of employment are subject to references and contracts,
and employment commencement dates will not be confirmed until receipt of your
references.
Medical Questionnaire
Please note that all offers of employment are subject to satisfactory health clearance.
You will be required to complete and return a health questionnaire to our
Occupational Health department. We will confirm once we have received
Occupational Health Clearance or if you need to attend Occupational Health.
Proof of Qualifications
You will be required to provide documentary proof of examination success once
appointed.
Proof of Eligibility to Work for Willow Housing and Care
All candidates are asked to provide documentary proof of their eligibility to work for
Willow Housing and Care in accordance with Immigration (Restrictions on
Employment) Order 1996.
Acceptable documents include:
A passport showing that you are a British Citizen, or have the right to live in
the United Kingdom.
A document showing that you are a national from a European Economic Area
(EEA) country or Switzerland. This must be a national passport or national
identity card.
A residence permit issued to you by the Home Office if you are from a EEA
country or Switzerland.
A passport or other document issued by the Home Office which has an
endorsement stating that you have a current right of residence in the United
Kingdom as the family member of a national from a EEA country or
Switzerland who is resident in the UK.
A passport or other travel document endorsed to show that you can stay
indefinitely in the UK or have no time limit on your stay.
A passport or other travel document endorsed to show that you can stay in
the UK; and that this endorsement allows you to do the type of work you are
being offered if you do not have a work permit.
An application Registration Card issued by the Home Office if you are an
asylum seeker stating that you are permitted to take employment.
If you are unable to provide any of the above, please contact the Human Resources
department for advice.
COMPLETING THE APPLICATION FORM
Your application form will be the key to deciding whether you will be called to
interview, and it is therefore important to take your time and complete it as fully and
accurately as possible.
These notes will help you complete your form.
1. Read the information pack, paying particular attention to the role profile
before you start to complete the form.
2. Complete all sections of the form, in full.
3. Use black ink or type as this will assist photocopying.
4. Print your name and address in block capitals.
5. Demonstrate how you can meet each of the criteria identified on the person
specification, relating your skills and experience to those required. You
should do this by describing/explaining the things that you have done or
achieved. These may include experience gained through employment, your
personal interests or education.
Remember, if you do not tell us we will not know. We are unable to
make assumptions about you or your abilities
6. Attach any additional pages as required.
7. Nominate 2 referees in the appropriate section; both referees should be
previous employers including your present or most recent employer.
Remember if you do not wish to contact them before interview please mark
clearly, in the box provided, to show that an approach should not be made.
8. Ensure that your application form is returned by date and time stated on front
of pack.
