Appeals and Reviews Officer - PO2 in Hackney, EN

Housing Reviews Officer

We are looking to recruit a  hard working individual to join our Appeals & Reviews team.The desired candidate must be highly experienced in dealing with Part VI Housing Register Appeals and  Part VII Homelessness Reviews. 

The role is advertised as a hybrid role  (a combination of home and office based working). The successful candidate will need to be able to commute to the County Courts to attend s204 appeal hearing as required in order to fulfil the needs of the service.

PURPOSE OF THE JOB:

• The Appeals and Reviews Officer will be responsible for the statutory review and appeals processes for Homelessness applications, Housing Benefit,Council Tax Reduction and Housing Register applications.
• To investigate, resolve and respond to all appeals and reviews within set time frames.
• To deliver an efficient, high quality and customer-focussed service for a diverse client group including high numbers of vulnerable and disadvantaged households
• To promote and maintain a culture of robust performance management,focussing the efforts of staff on the achievement of specified targets and objectives and making best use of available resources.
• To work co-operatively across the Benefits and Housing Needs Service to promote an effective, efficient and holistic service to residents in the borough.

KEY ACCOUNTABILITIES AND MAIN DUTIES:

• Carry out all homelessness, housing register reviews and Housing Benefit and Council Tax appeals, within the prescribed legislative timescale and with regards to current legislation, case law and policy.
• Work closely with Legal Services to minimise legal challenges. Monitor and report on Judicial Reviews and other legal and Ombudsman challenges and enquiries.
• Attend court on behalf of the Council in County Court and High Court matters and instruct Legal Services on relevant issues to protect the Council’s interests and to assist in possession of properties and tenancies.
• To work with the Team Leader to develop comprehensive management information for all aspects of appeals and reviews for the Benefits and Housing Needs Service.
• Identify and monitor outstanding appeals and reviews to ensure that they are completed within agreed timescales.
• Work closely with other departments, teams and external agencies to ensure the Council meets its legal responsibilities across a range of legislation for all customers.
• Liaise to ensure that a complete response is sent to all appeals and reviews.
• Prepare and present submissions to HM Courts and Tribunals Service and the Valuation Office Agency.
• Carry out all assessments and decisions required to resolve appeals and reviews. This includes carrying out detailed manual calculations and system reconciliations where necessary.
• Represent the Council effectively and professionally at any court proceedings involving the Benefits and Housing Needs Service.
• To take part in analysis with the internal audit to ensure services are fair and equitable and ensure equal access for all eligible customers.
• To ensure strategies, policies and procedures are ‘fit for purpose’, making recommendations for improvements to procedures and work practices.
• To have and maintain a detailed knowledge of Housing Benefit, Council Tax Benefit, Housing legislation and case law and Council Tax Reduction
• Scheme rules and policy and other welfare benefits in order to correctly assess and make decisions on applications and to give full reasoned responses to appeals, reviews and other enquiries.
• To maintain a working knowledge of Council Tax, Income Tax, National Insurance contributions and claims involving earnings and assessment of capital values, properties and assets.
• To carry out investigations with other services and the Audit and Anti-Fraud Department.
• To carry out occasional home visits to verify applications or evidence where necessary.
• To have due regard to expenditure and resource management with a view to ensuring the delivery of a value for money service.
• To identify staff training needs from all casework, and improve the quality of service delivery with the overarching aim of achieving continuous improvement.
• To ensure written replies to complaints and enquires from the Ombudsman,Councillors, Members of Parliament and other stakeholders are of the highest standard and dealt with in accordance with prescribed guidelines and within agreed timescales, through a “learning from complaints” approach.
• To deal with casework and information sensitively and to observe the need for confidentiality at all times; and that information is only disclosed in appropriate circumstances.
• Ensure that a high standard of customer care is provided at all times and that customers are dealt with courteously and professionally.
• To contribute towards the development and achievement of the annual business and service plans as well as policies and procedures to ensure that the service is effective, efficient and of a high standard.
• To provide cover for colleagues as and when required.
• To ensure effective systems are in place to identify potential fraudulent activity by customers or any other parties that seeks to exploit the service
• or gain advantage, and that those cases and claims are appropriately referred to the Internal Audit.
• Promote equality among all staff and ensure that services are delivered in a non-discriminatory way that is inclusive of all disadvantaged groups.
• Represent relevant teams and services at internal meetings, external meetings and forums and through written communications as appropriate
• To represent the Benefits and Housing Needs Service when necessary at internal and external meetings, acting as an ambassador for the Council and reflecting Council policies and objectives.
• To undertake such additional tasks and/or duties as may from time to time be assigned by Team Leaders.
• To adhere in full to the Council’s Code of Conduct, Diversity and Equality policies and Health and Safety procedures. 

Knowledge, Skills and Experience:

Extensive knowledge of at least one of the following disciplines:

• Homeless assessments and reviews under part 7 Housing Act 1996 (as amended Homelessness Act 2002) and associated case law, policy, guidance and good practice.
• Housing al under part 6 Housing Act 1996 and relevant legislation, case law, policy, guidance and good practice.
• Housing Benefit and Council Tax Reduction schemes; and the legislation, regulations, policy, guidance, and practice associated with these disciplines.
• 2. Ability to analyse, evaluate and interpret complex legislation and numerical information.
• 3. Ability to confidently present persuasive and reasoned arguments,supported by relevant and timely facts.
• 4. Ability to identify effective solutions and make sound judgements and decisions.
• 5. Ability to identify the diverse needs of customers and respond to these appropriately.
• 6. Ability to work on own initiative within the remit of the duties of the post and as part of a team.

Well-developed communication skills (both written and oral) including:

• Effective liaison with officers and external agencies.
• Ability to write concise and succinct letters, reports, submissions to the Appeals Service and Ombudsman reports.
• Ability to understand the needs of customers and a commitment to securing the best possible outcomes for them.
• Ability to manage own workload, prioritise tasks effectively and consistently meet targets and deadlines.
• Broad knowledge of other related legislation, including Council Tax, welfare benefits and housing.
• Experience and detailed knowledge of the use of information communication technology as it relates to Benefits, including claims assessment experience.
• Understanding and commitment to promoting and implementing the Council’s Equality and Diversity Policy.
• Understanding and appreciation of the importance of confidentiality.
• Good literacy and numerical skills.

WORK RELATED EXPERIENCE (including voluntary or unpaid work)

• Have at least three years’ experience of working within a Housing Benefit or Homelessness/Housing al Department.
• Substantial experience of casework involving and expert knowledge of Housing Benefit Law, Council Tax Benefit Law, Housing Law, Localism Act,EEC Regulations, Asylum and Immigration Acts, The Children’s Act, Family and Matrimonial Law, Mental Health Act and guidance applicable to these areas.
• Experience of dealing with and advising members of the public in a professional manner under all circumstances.
• Knowledge and understanding of IT software packages.
• Experience of presenting cases at tribunal or court.
• Experience of investigating and responding to appeals or reviews.
• Ability to manage conflicting priorities in a pressurised working environment that are subject to frequently changing circumstances in order to achieve targets within challenging timescales.
• Excellent verbal and written communication and presentation skills and the ability to communicate effectively with a range of audiences including partner services and agencies
• Experience of effective partnership working with agencies and stakeholders and the proven ability in engaging, negotiating and consulting with a wide range of audiences.
• Ability to adapt to new legislative, technological and financial developments whilst maintaining and developing services in periods of change.
• Experience of building positive relationships with a range of both internal and external customers and stakeholders.
• Experience of cross-organisational working, taking into account the views of others and arriving at solutions of mutual benefit.
• Be available to work outside normal working hours including at weekends if required.
• Must demonstrate an understanding and be committed to the Council’s Equalities policy carrying out all duties with regard to the policy.
• Must demonstrate an understanding and appreciation of the importance of confidentiality.
• Must demonstrate an ability to carry out research independently using electronic communication systems and other sources of relevant information.
• Officers involved with Benefits and discretionary awards processing will comply with the required security checks for the Department of Work and Pensions and Cabinet Office.
• Officers will be required to complete a declaration of interest’s submission for this post.

QUALIFICATIONS

• Competent level and ability of written and oral communication, which includes Mathematics and English.
• Desirable
• Membership of the Institute of Revenues, Rating and Valuation and/or Chartered Institute of Housing.
• Educated to degree level and/or has obtained a relevant professional qualification
• Evidence of continuing professional development

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