Debt Recovery Officer (project)

ASC Debt Recovery Officer ( special Projects)
Directorate:
Resources
Date:
15 September 2024
Version:
1:1

Role Profile - Details Specific to Job Family
These roles would be regarded as "front line" service delivery roles. Here, role holders are directly accountable for performance, often through the direct control of significant resources or through managed contracts. These roles may also deliver some of their results through collaborative working with co-producers or other third party agencies.

At the lower levels, operational managers may oversee a department or team and at the lowest levels, direct contact with service users will be a common feature of roles in this job family. At the higher levels, they may be in charge of a department, large operational area or the management of significant contracts and may be ultimately accountable for ensuring compliance with statutory obligations.

Role Profile - Details Specific to Grade
Working within established frameworks and procedures but with the freedom to apply professional judgement to solve problems. Roles will be a mix of supervisors and individual contributors. Work will be reviewed on an ongoing basis for fit with requirements.

Roles requiring a level of process expertise to deliver an advisory or supervisory service.

Brief Description of job role and department
The Shared Finance Service ambition is to add value, inspire success and this role is part of the Shared Finance Service (SFS) team collectively responsible for delivering SFS activities to realise this ambition.
This role will work for either the Kingston or Sutton ASC Finance Team to manage ASC income and debts, , maximising the daily income collection and debt management througheffective, responsive processing activity. The postholder will be the lead expert for the Council in ASC Income recovery and will be responsible for managing other officers to maximise income collection in a manner that is ethical and empathetic to customer needs.
Representative accountabilities
· Deliver service activities and manage small caseloads under the supervision of more experienced staff to ensure intended outcomes for customers and the Council are delivered within agreed service standards
· Manage the resolution of complex customer complaints/issues within area of expertise, escalating where appropriate.
· Maintain regular communication with other internal or external service providers to ensure efficient and coordinated service delivery.
· Where relevant manage a small team of staff to ensure they are delivering services within agreed standards.

Budgetary accountabilities
· Responsible for managing collection of ASC Income and effective debt recovery for this large and complex service area

Specific accountabilities
Functional Responsibilities:
· Be responsible for the collection of ASC legacy debt in line with Council policies and the ASC Charging Policy
· Maintain an extensive and up to date knowledge of statutory charging for residential care and non-residential charging policy and procedures, Government regulations and guidance, other associated welfare benefits and IT systems and be fully conversant with and up to date with emerging legislation, in particular with regards to the Care Act and the impact on Debt Recovery Legislation.
· Provide expert advice and information to the rest of the team and ASC colleagues regarding legacy debt management
· Attend senior management meetings to inform of progress throughout the lifelime of the project
· Negotiate acceptable levels of payment of invoices with clients taking into account their financial circumstances and the Council's and Central Government policy and procedures.
· Obtain a full understanding of the Council's and Government schemes to provide clear advice to customers, and other interested parties. At all times dealing in an efficient and sympathetic way with sometimes difficult, or distressed members of the public.
· To advise customers to ensure they receive all benefits and services they are entitled to. Referring customers to the appropriate Government department, internal or external advice agency, as appropriate.
· Provide accurate and timely debt monitoring information to the Adult Social Care directorate to support effective financial management and maximisation of income to the Council.
· Manage the process for the application for County Court, representing the Council in Court hearings. Preparing documentation for referring cases to the Legal Services Department where appropriate. To monitor and review subsequent action.
· Providing the Prosecution Officer with statements of repayment for court. Taking follow up action from Court Orders granted, which may involve further Court intervention.
· Monitor payments and accurately record costs/interest/penalties
· Manage, identify and schedule write offs, preparatory to authorisation and process in accordance with Financial Regulations and Corporate Debt Policy
· Maintain and implement policies related to the collection of ASC Debts
· Support project planning and project management effectively to introduce, pilot and evaluate new or upgraded systems or processes.
· Ensure staff are trained, capable, managed and supported to deliver flexible financial services - being adaptable in response to unplanned priorities
· Respond to internal and external audit queries, Freedom of Information Requests, or other enquiries as needed.
· Work effectively with colleagues in the ASC Finance team to provide consistently high quality financial services to ASC colleagues and customers
Work closely with colleagues in the ASC Finance team for the partner borough with the Shared Finance Service to share best practice and effective ways of working and to foster a continuous improvement approach to service delivery
Performance
· Consistently achieves performance targets and celebrates success with team
· To develop, update and act on Personal Development Plans as discussed and agreed with the line manager
· To take responsibility for own performance, taking a proactive stance to ensure performance meets or exceeds standards required of the service.

Partnership working
· Demonstrate strong and confident leadership of the Shared Finance Service, inspiring team to deliver partnership working across both councils
· Interface directly with external and internal customers to manage delivery priorities, issues and challenges
· Engage in partnership working with our Legal Service for improved recovery and enforcement processes.
· Develop partnerships with financial inclusion, adult social care and adult social care finance team, service providers including Citizens Advice Bureau; and welfare reform within strategic business. Establish referral links to agencies who can give practical support and legal financial advice.
· Actively engage in the organisation of meetings, workshops and other events as required, · Ensure all health and safety standards are adhered to for the relevant work area
· To carry out duties and responsibilities in accordance with the Council's Core Values and Equality and Diversity Policy and all other Borough and departmental policies and procedures·
· To be fully aware of and understand the duties and responsibilities arising from the Children Act 2004 and working together in relation to child protection and the principles of safeguarding as they apply to vulnerable adults in relation to work role.
· Commits to the wellbeing of staff and actively promotes Health & Safety policies
· All duties should be carried out in an efficient, accurate and timely manner and in accordance with agreed procedures.
· To comply with the Council's Code of Conduct and ensure all personal data is kept confidential in compliance with the Data Protection Act and that all relevant interests are declared to your line manager.
· Any other duties commensurate with the grade of the post as may be required from time to time, including attending meetings outside normal working hours.

https://docs.google.com/document/d/1CIHVZiSKV0jajfKBZPgARvNz_YjRlzaLgSawliSWiXk/edit

Person specification (knowledge, skills, experience and behaviours required in the role)
Essential Knowledge and/or Experience
· A minimum of 5 GCSEs (including English & Maths) or equivalent (IRRV/Benefits Technician)
· Experience of the Care Act and charging policies in a large finance operation
· Experience of supervising staff. Able to work effectively under pressure, organise priorities and in a 'lone working' environment
· Able to effectively deal with potentially aggressive/volatile situations involving customers and members of the public.
· Experience of planning and delivering training sessions
· Experience of working in a customer-focused environment and achieving successful outcomes in the delivery of services that meet customer needs

Desirable Knowledge and Experience
· Educated to Degree Level

Capabilities and Behaviours
· Strong performance management and leadership capabilities
· Able to understand and follow set procedures and legislation.
· Ability to develop strong working relationships and establish personal credibility with a wide range of stakeholders both within and outside of Kingston and Sutton Councils
· Enthusiastic and empathetic approach to coaching, mentoring and inspiring colleagues using high levels of emotional intelligence to achieve high standards of personal and team performance
· Creative approach to problem solving and improving delivery of finance services
· Open and adaptive approach to leadership, taking personal responsibility for achieving success for the Shared Finance Service
· Team player - able to inspire confidence and respect
· The ability to organise your own workload to ensure deadlines and service targets and standards are met and be able to prepare information or statistics at the request of the Accounts Receivable Manager.
· Willingness to undertake training in order to increase and maintain knowledge of all credit management and good practice and changes to benefit legislation
· Team player - able to inspire confidence and respect
· Willingness to work in the evening
· Able to deal with sometimes difficult or distressed/vulnerable tenants concerning Adult Social Care charges in person and by telephone and be able to compose written replies using plain English.
· Able to communicate professionally with work colleagues, other departments and external organisations etc in person and by telephone.
· Must be physically able to visit people in their own homes including properties that can only be accessed by stairs
· Proven experience of using IT in a business environment, including Google applications, Agresso, Anite Word, Powerpoint and software packages to record and manipulate data and recognise the benefits and the potential of new technology