ASB Response officer

Job Description

• Current and comprehensive knowledge of relevant ASB legislation and district council options and responsibilities for helping to bring about behaviour change, and how ASB situations might progress to enforcement.
• Current and comprehensive knowledge of the local partnership landscape to support individuals or those with additional or specific needs.
• Knowledge of the protected characteristics within the Equalities Act 2010 and appropriate methods of ensuring equality for relevant individuals.
• Understanding of relevant Housing legislation.
• Understanding of safeguarding protocols and procedures.
• Understanding of what constitutes hate crime and incidents and how to appropriately respond
• Computer literacy including Microsoft Office package.
• Significant experience of effectively working within an ASB response or similar role
• Significant experience of successfully resolving complex issues between members of the public; sometimes from differing cultural and social backgrounds
• Experience of successfully handling confrontational situations with members of the public; dissipating hostility and safeguarding vulnerable customers.

Responsibilities

• Undertake a case management approach to ASB investigations, directed by the national ASB risk management matrix, liaising with line manager to select the appropriate course of action to help bring about case resolution within service standards.
• Regularly participate in team tasking meetings, to help ensure ASB and hate crime risk is adequately addressed and responded to.
• Regularly attend and participate in Norwich early help hub making full use of partner support services to effectively resolve ASB; including the council’s independently commissioned mediation and conflict management service.
• Support vulnerable customers to help mitigate impact of ASB and hate crime and incidents, and help ensure their safety and wellbeing.
• Ensure Norfolk’s ASB minimum standards are met in relation to ASB response and case management.
• Support the ASB enforcement officer to represent cases to court.
• Attend and constructively contribute to relevant multi agency operational meetings and case conferences, as directed by line manager.
• Manage partner and customer expectations in relation to the services provided by Norwich City Council in relation to ASB.
• Develop methodical case management plans, ensuring ASB minimum standards are met and ASB risk management protocols are adhered to, while ensuring compliance with GDPR regulations.
• Utilise relevant data and reports to inform appropriate ASB and safeguarding responses and proactively identify early intervention activity.
• Work flexibly to ensure that ASB and safeguarding risk is appropriately managed within your team and across the service as a whole.
• Work cooperatively with team members to ensure team targets are met.
• Identify and assess achievement of work objectives as part of the performance review process.
• Retrieve, analyse and collate information from council and partner records, as permitted, to ensure that appropriate responses are provided and that case files progressing to court are complete, are comprehensive and professional.
• Maintain service and corporate standards in relation to responding, recording, reporting and referring information on the council’s information management systems.
• Ensure relevant colleagues and partners are kept informed of key decisions and changes within a case, at the earliest opportunity.
• Ensure that all communication with customers is appropriate and courteous, meeting the council’s customer service standard and code of conduct, and ensuring all communication barriers in relation to vulnerability and diversity are appropriately addressed.
• Ensure that case records are maintained to an appropriate quality standard and to time, to ensure colleagues can easily comprehend current case status and progress, and to meet court requirements.
• Work to agreed performance targets.
• Maintain an understanding of current council processes and procedures in relation to the council’s ASB response - including any applicable safeguarding and vulnerability, equality and diversity and health and safety considerations - and ensure they are maintained to standard.
• Undertake relevant training and learning, as directed by line manager.
• Ensure the council’s policy on GDPR and information sharing protocols are upheld.
• Ensure the council’s policies and procedures in relation to health and safety, equality and diversity and safeguarding and vulnerability are upheld.

Skills Required

• Demonstrate good community safety problem solving skills
• Excellent customer service skills
• An effective and appropriate communicator, in person and in writing
• Ability to build and maintain effective working relationships with colleagues and partners
• Empathy and sensitivity in relation to vulnerable customers
• Sufficiently resilient to work in a pressurised environment
• Effective workload prioritisation; considering risk and service standards
• Methodical, organised and self motivated
• Excellent attention to detail
• Excellent listening skills
• Impartiality and objectivity
• Operate a PC and use computer software
• Learn new software used to carry out the role
• Positive, productive and supportive team member
• Compliance with policies and procedures

Educational Requirements

• Good general education, and to level 2 in Maths and English.
• NVQ Level 3 qualification in ASB case management – or ability to achieve this within six months.

Why work for us

Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.

To find out more about working and living in Norwich Home | Work in Norwich.

The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK

We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.

Equal Opportunities Policy 

The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.

Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.

Benefits

We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

• All employees are eligible to join the Local Government Pension Scheme (LGPS)
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
• In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
• Norwich City Council supports its employees through the provision of occupational health and employee assistance support