| Knowledge, Skills and Experience |
| 1 | Intellectual aptitude and an ability to reason critically | A/I/T |
| 2 | Good IT skills, including knowledge of Microsoft Word and Excel | A/I/T |
| 3 | Completed the LPC course. You must not be disentitled by way of criminal record or otherwise from becoming a solicitor. | A/I/T |
| 4 | Previous experience of the provision of housing advice or litigation and legal aid is desirable | A/I/T |
| Behaviour Profile |
Works Proactively
Demonstrates initiative, thinks ahead and takes prompt action to solve problems; completes tasks, overcomes obstacles and seize opportunities. | A/I/T |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Shows initiative and acts promptly to get things done |
| Is only reactive |
| Behaviour Examples |
|---|
- Recognises and acts as appropriate when something needs to be done
- Uses initiative to start activities or actions
- Is able to act without supervision where required
- Recognises when a decision is needed and takes action
- Is proactive, acts quickly to address current issues and seeks clarification where necessary
- Is resourceful to overcome obstacles
- Improves the way a task is done to be more efficient
- Identifies and suggests ways of making improvements
- Plans ahead for own area of work
|
Leads Change & Improves Performance
Responds quickly and positively to change, seeking to continuously improve performance by learning quickly from our mistakes, celebrating our successes and constantly developing our people and processes.
| A/IT |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Readily adapts own approach to improve work |
| Remains inflexible when faced with change or improvement |
| Behaviour Examples |
|---|
- Reacts positively to change, contributing to and co-operating with revised processes and priorities
- Maintains agreed levels of effectiveness while putting change into practice
- Demonstrates awareness of own strengths and areas for development
- Seeks and responds positively to constructive feedback from others.
- Responds positively to opportunities to improve performance.
- Learns new skills and ways of working appropriate to the role and the needs of the business.
- Takes time to understand the impact of new products and services on own work area
- Recognises and is proud of achievements
|
Demonstrates Creativity & Innovation
Applies creative and lateral thinking to organisational issues; challenges the status quo and introduces new ideas, methods and processes | A/I/T |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Willing to suggest and adapt to new ideas |
| Reacts negatively or is obstructive to new ideas |
| Behaviour Examples |
|---|
- Actively supports the introduction of new ideas, methods or processes
- Looks for ways to apply new ideas and improvements to the job
- Suggests new or different ideas and methods
- Contributes to and builds on other people’s ideas and proposals for new methods
- Continuously reviews processes to increase efficiency
- Reacts constructively to set backs
|
Client & Customer Focused
Focuses on and understand the needs of internal and external customers, clients and other stakeholders and strives to deliver a prompt, effective and personalised service. (For ‘customers’, please also read clients, stakeholders and audiences) | A/IT |
| Essential for this Role - Level 2 |
|---|
| Level Description |
|---|
| Gets to the root of customers underlying needs and works to meet or exceed the expectations of customer service |
| Works to customer stated needs only |
| Behaviour Examples |
|---|
- Collaboratively works with the customer, to meet their needs and provide appropriate solutions
- Acts professionally in applying the most appropriate solutions to the customers underlying needs and wants
- Takes responsibility for following through on customer requests/ problems/ needs
- Provides an outstanding service, recognising the needs of individuals and tailoring the service appropriately
- Initiates and follows up contact with customers and others in order to solve problems and achieve tasks
- Identifies specific requirements of customers and provides appropriate solutions
- Identifies and flags up poor customer feedback and acts promptly to complaints
- Consistently applies relevant professional, quality and service standards in dealing with all customers and stakeholders
- Manages customer expectations, clearly communicating the reality of what can be delivered.
|
Influences Others & Communicates Effectively
Positively influences others and where appropriate persuades them to change their views, intentions or actions. Listens closely and communicates clearly both verbally and in writing. | A/I/T |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Is persuasive and presents self positively and communicates effectively |
| Demonstrates a lack of energy or effort in persuasion and is an ineffective communicator |
| Behaviour Examples |
|---|
- Understands the other person(s)’ point of view and identifies common ground
- Provides a logical, clear explanation of relevant facts and reasoned arguments
- Uses positive (can do) language that is appropriate to the situation
- Uses appropriate methods when communicating and keeps written messages clear and concise, for all formats of written communication e.g. emails, letters etc
- Is diplomatic and professional when communicating with others
- Uses a welcoming and supportive approach, especially when others are insecure or in a new situation
|
Results Driven & Commercially Aware
Committed to achieving results, takes personal accountability for work and understands and applies commercial and financial principles | A/I/T |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Demonstrates personal drive, delivers results and applies good financial practice |
| Demonstrates an inappropriate level of urgency or focus and does not follow financial procedures |
| Behaviour Examples |
|---|
- Effectively manages workload and prioritises tasks as appropriate
- Demonstrates a positive attitude in tackling tasks and completes them to agreed standards and quality levels
- Recognises when results are not achieved and focuses on how to change this to succeed
- Proactively approaches tasks and completes them to agreed standards and quality levels
- Understands how own work can contribute to delivering Shelter’s mission and values.
- Understands and works to Shelter’s financial procedures( including purchasing procedures)
- Operates under instruction within agreed expense limits and parameters
- Takes steps to ensure all work is on track and to the required standard
- Understands their contribution to the achievement of Shelter’s vision and mission
|
Applies & Shares Expert Knowledge
Demonstrates the specialist knowledge and technical requirements of the job. Applies skills and experience to perform the job effectively, completes work to a high standard and shares knowledge across the organisation. | A/I/T |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Applies a range of professional skills and knowledge for the role and shares experience |
| There is a negative impact as a result of gaps in knowledge and failure to apply and share experience |
| Behaviour Examples |
|---|
- Understands, learns and applies knowledge and skills required for the job
- Applies current knowledge effectively and competently to achieve tasks and objectives
- Demonstrates sound and practical knowledge of own subject
- Adapts knowledge and skills from one situation to another
- Expands own knowledge and skills to help improve own performance
- Shares ideas and experience with others and asks for help as appropriate
- Solves problems and helps others by applying knowledge and expertise
- Utilises resources appropriately for the area of work
|
Works Collaboratively with Others
Works collaboratively with others for the good of the organisation; builds a network of good relationships and develops a thorough understanding of the organisation and the wider sector | A/I/T |
| Essential for this Role - Level 1 |
|---|
| Level Description |
|---|
| Co-operates, builds and maintains relationships in the immediate work environment |
| Is uncooperative with others in the team or immediate work environment |
| Behaviour Examples |
|---|
- Works and co-operates willingly with others
- Shares ideas with others and asks for help when appropriate
- Builds and maintains constructive working relationships with all team members
- Adapts own behaviour for the good of the team or group
- Delivers on promises to others and accepts responsibility for own mistakes
- When others make mistakes, seeks opportunities to help or learn rather than blame
- Thanks others for their contribution and efforts
- Builds knowledge of own area of work to improve own effectivenes within the team
- Acquires basic knowledge of the role and responsibilities of related parts of the organisation to improve effectiveness within the team
|
