Benefits and Housing Needs Officer
Job Details
Full Job Description
Benefits and Housing Needs Officer
Hackney
Job
Role
To formally respond to all stage 1 assigned
casework / follow-ups, Members Enquiries, MP enquiries, Mayor &
Cabinet Enquiries and Freedom of information requests within the
standard KPI turnaround time and to occasionally assist the
exploratory enquiries of the Business Improvement & Complaints Team
(BACT) with stage 2 escalated complaint investigations and to complete
Local Government Ombudsman (LGO) investigation outcome action points.
To efficiently track, monitor and prioritise business critical
casework responses and FOI's by order of deadline or by instructions
from line management or higher.
To implement robust measures of
casework management / investigation methods to ensure all lines of
enquiries are sufficiently explored, managing expectations and
offering the most up to date deliverable solutions to successfully
resolve formal disputes and all other forms of casework.
To
mitigate financial risks and reputational damage to the service in all
casework received, and to determine whether or not that the service is
at fault within the disputed matter and if fault is found, then the
post holder must weigh up all pragmatic resolution options available
to sufficiently resolve formal disputes and all other forms of
casework on first response.
To identify and mitigate all
risks related to safeguarding, by exhaustively exploring and following
through to completion all necessary action points to ensure no member
of the public and/or staff colleagues are at risk of danger or harm at
any time.
To assist the team colleagues to determine casework
ownership within the service or to another directorate within the
Council. In addition to working in collaboration with other
directorates to successfully deliver robust joint casework responses.
To contribute toward the Complaints team's overall efforts to
meet the services strategic and performance objectives and corporate
council-wide plans.
To competently update all casework related
software business systems / customer record databases with any
insightful observations and/or conclusive outcomes to ensure the
overall quality of data held is kept to a high standard of integrity
at all times.
To contribute toward the Complaints team's
overall efforts to meet the services strategic and performance
objectives and corporate council-wide
plans.
Person Requirement
Must have a strong understanding of the key challenges facing
local and national government in the professional field of benefits,
Council tax reduction scheme and all statutory obligations applicable
under Part 7 (Homelessness) & Part 6 (Allocations) of the Housing Act
1996.
Benefits And Housing Needs Officer
AKTON Resourcing Ltd
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