Aids and Adaptation Officer
The Church of England Pensions Board provide a wide range of retirement services, for retired clergy and their families. The Board’s Housing department provides retirement accommodation and services, but we are not a registered social housing provider, and do not operate as one. We need you to bring your experience of working within a housing or property service environment to plan and coordinate all aspects of Aids and Adaptation work, from enquiry to completion. Managing a caseload, you will be the key point of contact supporting customers through the process, liaising with Occupational Therapists, Local Authorities and contractors, and ensuring that all parties are kept informed and updated. You will provide an excellent standard of service at all times which will include providing support and assistance with Disability Facilities Grant (DFG) applications to Local Authorities and financial assessments.
Experience of providing customer focused support to residents and tenants is essential as is the ability to engage, communicate and negotiate successfully. With the knowledge gained from delivering aids and adaptation requirements and of how DFG applications work in practice, you will enhance our service as a charitable landlord. Competent in the use of MS office, you will be skilled in managing priorities, meeting deadlines and achieving high standards of delivery. This role will involve travel within the England and Wales
This post is subject to an enhanced DBS check.
Closing Date: 26th January 2018
Interviews are expected to be held week beginning the 5th February 2018
The Church of England Pensions Board (CEPE) provides retirement services set by the Church of England for those who have served or worked for the Church. The Pensions Board is a charity within which the Housing department providing retirement accommodation and services. We are not a registered social housing provider and do not operate as one. The Board’s vision is to deliver a professional high quality and efficient service to our customers, respecting their needs and the needs of those who provide us with the money to do this.
The purpose of the role is to plan and coordinate all aspects of Aids and Adaptation works across CEPB portfolio for rental, shared ownership and mortgaged properties from initial enquiry to completion, including support and assisting in DFG applications to Local Authorities and financial assessments. Manage a caseload of aids and adaptations and provide a mutually beneficial customer liaison service between residents and contractors, before, during and after, maintenance projects in domestic dwellings.
- Deal with all enquiries and day to day management for the provision of aids and adaptations for residents including site visits with professional advisers. This role will require willingness to travel across England and Wales to meet customers in their own homes to discuss their individual needs.
- Responsible for making contact with residents where planned adaptation works are to be carried out and ensuring any special needs are identified and managed accordingly.
- Provide comprehensive and accurate advice on all aspects of aids and adaptations and where necessary negotiate on behalf of our residents with the relevant statutory authorities, maximising income from local authority grants assisting residents with making successful applications.
- Advise, counsel and support residents to resolve their difficulties by frequent contact with them, both in their homes, and on the telephone, and assisting them with external agencies including Social Services’ PCT staff, etc.
- Develop a holistic service in conjunction with other agencies for vulnerable clients whilst meeting obligations relating to hospital discharge and any other priorities.
- Liaise with other colleagues to resolve any wider housing issues which may arise, support technical colleagues when dealing with customer welfare situations.
- Determine through site inspections and discussions with other professional advisers the nature and extent of the works required to ensure we meet residents’ needs.
- Where there may be an element of customer choice, discuss, advise and/or take note of choices. Ensure these are passed to the Contractor for action together with clear instructions on residents’ needs, access arrangements and any other social issues that may be relevant.
- Deal with on-site issues as they arise and be available to customers on a day to day basis during and on completion of the works.
- To deliver aids and adaptations projects to specification, time and on budget.
- Manage and maintain a portfolio of cases and referrals whilst continuing to develop a robust policy and procedure in line with current legislation. This includes raising works orders, processing invoices and signing off completed works whilst fully engaging with our residents’.
- The main duties and responsibilities of your post are outlined in your job description. This list is not exhaustive and is intended to reflect your main tasks and areas of work. Changes may occur over time and you will be expected to agree any reasonable changes to your job description that are commensurate with your banding and in line with the general nature of your post. You will be consulted about any changes to your job description before these are implemented.
The Ideal Candidate
- Minimum requirement: Intellectual capacity associated with either studies to ‘A’ level standard, an appropriate qualification or several years’ experience.
- Substantial experience of working within the NCI’s or a similar organisation, particularly in Housing or Property Services environment.
- Experience of delivering a customer focused service.
- Experience of providing support to residents/tenants.
- Genuine skills in engagement and communication including negotiation and persuasion.
- IT Literate with previous knowledge in Microsoft products and a housing system.
- Experience of delivery for all Aids and Adaptation requirements; including liaison with Local Authorities.
- An understanding of Disabled Facility Grant (DFG) works and how they integrate with our service as a charitable landlord.
- Ability to work with minimal supervision, whist being organised and self-disciplined.
- Excellent people skills.
- Flexible and approachable.
- Confident and responsible, making decisions and being accountable.
- Ability to cope with competing deadlines, to prioritise and set targets, working in a structured manner.
- Be self-motivated, have initiative and a record of achieving agreed objectives within time and resource constraints.
- Adaptable and innovative.
- Ability to relate well to a variety of people and create, maintain and enhance working relationships.
- Willing to learn new concepts and open to change.
**Please note: This role involves regular contact with vulnerable groups which will require an Enhanced DBS Check.
We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.
Excellence, Respect, Integrity
We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith.
Benefits- We offer a competitive salary package, a flexible* 35-hour working week for work-life balance and a minimum 25 days holiday plus 3 defined organisational days leave and an attractive defined pension scheme.
We are committed to building a culturally diverse workforce and strongly encourage applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from people, regardless of their background.
*Where applicable depending on post requirements.