River Clyde Homes: Officer - Future Skills I:DEAS
Job Role: Officer –Future Skills I:DEAS
Directorate: Housing and Customer Services
Role reports to: Co-ordinator- Supporting Inverclyde: Future Skills
Roles Reporting to this role:
 N/A
Total number of team members within
team:
 7
Grade: Circa £24,603
Primary Purpose: The main purpose of this role is to assist in delivering the outcomes of the Future Skills I:DEAS Contract until 31st March 2020. This
involves frontline delivery and project outreach, including in customers’ homes. This project is targeted at Inverclyde residents who are workless, lone
parent and/or low income households. It is not tenure specific.
WHAT: the jobholder will deliver in this role
HOW: The jobholder will apply skill and knowledge.
This includes How the job holder will display specific
behavioural approaches whilst performing in this job
role
SUCCESS FACTORS: This section is about
defining the experience essential for the job role.
It should define what makes the role successful
Service Specific
Service Specific
Service Specific
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Delivering Excellent Customer Service
 Works in partnership with a number of
stakeholders/partner organisations
 Adheres to I:DEAS Contract specific guidelines to
deliver a fully compliant service.
 Offers suggestions to improve customer service
and delivery, and/or address particular customer
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An ability to work in Partnership with a
number of different organisations,
maintaining excellent working relationships
with key partners (internal and external).
An ability to work with a challenging and
diverse customer base
Knowledge of financial inclusion, welfare
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Two years experience in a financial
inclusion or support related function is
essential
Experience of working in an externally
funded project and understanding of the
responsibilities associated with this.
Experience of participating in partnerships
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reform, welfare benefits.
Knowledge of on-line financial inclusion
resources, including Money Management
websites and price comparison sites.
Knowledge of barriers which can impact on
financial inclusion and how to overcome
these for Eligible Participants
Collates and reports precisely all
Management Information required by Future
Skills Coordinator and I:DEAS Coordinator,
maintaining accurate and up-to-date
records at all times.
Produce exact and reliable statistical
information and reports as and when
required.
Contributes to strategies and action plans
aimed at delivering I:DEAS project
effectively.
Assists service users to understand and
take responsibility to meet their financial
obligations
Assists in development and delivery of
service improvement plan to deliver
continuous improvement
Implements policy and procedures to
achieve effective service delivery and
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issues e.g. by evaluating complaints
Looks for trends/monitors issues and ensures the
Future Skills Coordinator is aware of any issues
that affect the delivery of the I:DEAS Project as
soon as they become known.
Acts as a role model for delivering excellent
customer service
Ensures customer service is high on the team’s
agenda
Communication
 Communicates with confidence in small groups
and one:one
 Presents own ideas and opinions in a calm
structured manner without provoking unnecessary
conflict
 Consciously varies own pace and style to suit the
situation
 Challenges in a constructive way, respecting
others’ views and opinions
 Looks for ways to re-frame e.g. see the positive
perspective
 Considers the views of others before acting,
understanding perspective
 Actively seeks to clarify understanding when
confused or uncertain
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to meet person centred outcomes for
financial inclusion is essential
Experience of data gathering and
maintaining accurate records is essential to
this Role.
Experience of supporting customers to
manage their finances
Excellent inter-personal skills
Excellent ICT skills with the ability to source
appropriate on-line training
materials/resources and experience of
delivering on-line training.
Exhibits empathy and understanding of
vulnerable customers and complex needs
An evidence based track record of
delivering financial inclusion outcomes on
time and to a high standard
Experience of delivering excellent service to
customers by responding promptly and
efficiently
An ability to work proactively and with the
minimum of supervision
Driver with access to a vehicle is essential
SVQ level 2 or equivalent in a housing or
relevant related discipline is essential
Flexibility to work 8am-8pm Monday to
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positive outcomes I:DEAS Eligible
Participants
Delivers on personal objectives in Individual
Action Plan (IAP) which contribute to overall
objectives of the project
Participates in training and development
opportunities to broaden knowledge and
skills
Coaches and shares knowledge regarding
the I:DEAS Project with colleagues and
partners
Operates within statutory and regulatory
requirements
Signpost customers to other agencies and
mediates on behalf of the customer
Shows innovation and creativity around
developing support for financially excluded
residents in partnership with other I:DEAS
organisations.
Ensure all participants of I:DEAS project are
Eligible Participants as defined in the
ESF/I:DEAS Contract.
Enthusiastically undertake any other tasks
and duties commensurate with grade and
responsibility, in order to meet the varying
demands of the business.
Thinking and Decision Making
 Analyse and understands complex data
 Uses specialist knowledge of customers and
services to introduce solutions
 Able to see the connection between seemingly
unrelated pieces of information
 Makes timely decisions under pressure
 Are resourceful, looking for alternatives when
faced with obstacles
 Identify crisis situations, taking prompt decisive
action when needed
 Reports all crisis interventions/problems to FS
Coordinator at first available opportunity
 Takes responsibility for data gathering and input,
ensuring the integrity of the data.
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Friday and 10-2pm on Saturdays to meet
service delivery outcomes at a variety of
venues
Experience of lone working
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Working together
Working together
Working together
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Delivering High Performance
 Understands the performance requirements of the
team and contributes effectively to achieving them
 Regularly monitors performance against agreed
measures and communicates progress to the
team co-ordinator
 Take appropriate action to address
underachievement
 Recognises the priorities of the Role and delivers
Services appropriately.
 Escalates performance issues to relevant people
e.g. Coordinator
 Takes part in 1:1’s and appraisals for effective
feedback and in a timely manner
Experience of effectively working as part of a
team or project
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Assist in maintaining a culture of customer
service excellence through appropriate
training and performance management
Working closely with other teams and
partners to streamline practices and
approach
Maintain service standards and meet
performance indicators relating to all
aspects of the service
Contribute effectively to risk identification,
assessment and the implementation of
controls
Maintain safe and healthy working
conditions (reflecting RCH’s health and
safety policy and all relevant law) and in
accordance with HASWA 1974
Attendance at benchmarking groups/forums
and team meetings to contribute to broader
discussion of the service area, leading to
performance improvement.
Proven experience of using a performance
management framework. This includes:
 Delivering performance targets and service
standards
Experience of working with other internal teams,
and of organisational objectives and targets
Dedicated to development
 Demonstrates enthusiasm and a positive attitude
towards own development
 Works in a team environment that
supports/encourages learning and development
 Takes the time to help team members to learn
from their successes and failures, as well as to
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learn from experience
Have a clear understanding of development needs
and a agree a plan to address these with coordinator
Looks for creative and cost-effective ways for self
development that address specific areas as
necessary
Corporate contribution
Corporate contribution
Corporate contribution
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Managing Change
 Encourages others to be open minded and try out
new ideas
 Is adaptable in changing circumstances and offers
support to colleagues as necessary
 Actively seeks to understand, support, plan and
implement proposed changes – ‘how can we
make this work?’
 Works with others to help develop new and
innovative ways of working
 Takes and shares learning from unsuccessful
changes/ideas – learning from mistakes
 Encourage new and different ways of doing things
– looking outside the organisation for ideas from
other industries
Values – To contribute to a positive culture by
displaying behaviours in line with the Vision and
Values of the organisation
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Positively contribute to developing a culture
within RCH and the wider partnership that is
consistent with the vision and values
Develop and maintain strong and positive
operational relationships with partners and
other parts of the business
Actively promote and deliver River Clyde
Homes commitment to equality and diversity
Assist in implementing the use of customer
profiling and customer insight to deliver
current and future business aspirations
Ensure that all operational activity and
resources are geared towards delivering a
value for money service. Minimise
operational losses and maximise income to
Communication – The post holder will be
expected to attend, report to and contribute at
meetings and must be able to communicate
effectively
Data protection – The post holder will be
expected to ensure compliance with all legal
obligations concerning the protection of data
concerning employees, customers and third
parties
Experience of developing a culture where
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achieve efficiency
Valuing Diversity
 Demonstrates an interest in different experiences
and backgrounds
 Seeks out, and use creatively what people from
different backgrounds have to offer
 Considers impact of own actions on others
 Role models good practice
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Recognises and challenges inappropriate
behaviour
 Demonstrates fairness, integrity and consistency
in all dealings with others
 Ensures that opportunities are made equally
available to everyone
 Understands the impact of hate crime, other
harassment and unlawful discrimination
equality and diversity are embraced positively,
and used to tailor service delivery
Demonstrate an understanding of value for
money
Efficiency
 Considers the cost of materials, equipment and
other resources and give feedback/advice where
wasteful practice is observed
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Understands the need for “commercial
judgement”
 Considers the cost implication of actions within the
team
 Demonstrates a broad understanding of the
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commercial challenges facing the housing sector
and what it means for our organisation
Understands the broad principles of financial
management
Understands the balance between the level of
service offered against the cost of delivering that
service, recognising spending limitations
Review Arrangements
The details outlined in this job description reflect the content of the job at the date the job description was prepared. It should be remembered however, that it
is inevitable that over time the nature of individual jobs will change, existing duties may be lost and may revise this job description and will consult the post
holder at the appropriate time.
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Version Control
Version
Date
1.0
24.03.2017
Changes made / Comments
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