ASB Response Officer

Job Description

To investigate reports of antisocial behaviour made to the council and progress appropriate responses, utilising ASB tools and powers and tenancy enforcement action, in line with council policy and procedures, and as directed by the ASB enforcement officers.

• 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.
• Ensue 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.

• 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.
• 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.
• 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.

• Post holders will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested by management.
• Duties and responsibilities must be carried out in accordance with relevant Norwich City Council policies and procedures, within legislation and any code of professional ethics of relevant professional body.
• All employees are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.

• 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.

• Demonstrate good community…