What does resident involvement mean to us?
Resident involvement at Notting Hill Housing (NHH) is about involving residents
and users of our service in a variety of ways. The team provides a menu of
involvement opportunities for residents and provides feedback for the business
on how residents experience the services they provide so that they can help
influence and improve performance. We do this by working within a structured
framework. Whilst we support communities through our housing management
model; resident involvement at NHH is not about community development.
Our team works to ensure that residents are informed about the services they
receive us and have an opportunity to shape and improve those services. A
large part of the Resident Involvement Officer’s time will be spent on organising
and facilitating regularly scheduled service panel meetings where residents
provide scrutiny and feedback on our services.
As a Resident Involvement Officer or Resident Involvement Assistant you will
help to facilitate and sustain the delivery of resident involvement opportunities
to residents and to improve the quality and quantity of opportunities for
residents to be involved in decision making, scrutiny and challenge at NHH .
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Notting Hill Housing
Service Improvement Team
Post
Resident Involvement Assistant - Fixed term to August 2014
Responsible to
Resident Involvement Manager
Date
July 2013
Overview
The Service Improvement Team leads on resident involvement activities for permanent
rented tenants, Home Options residents (temporary housing) and leaseholders. The
team’s vision is underpinned by the corporate drive to increase resident satisfaction and
provide a more personalised service to our residents, with reliable and consistent support
from teams across the business.
It also provides a strategic view across the Notting Hill Housing Group and advises the
Chief Operating Officer (COO) and the senior management team on relevant service
delivery areas.
Job purpose
Resident Involvement (RI) at Notting Hill Housing (NHH) is about involving residents and
users of our service in a variety of ways. We recognise that residents play an important
role in our programme of continuous service improvement. The team provides a menu of
involvement opportunities for residents and provides feedback for the business on how
residents experience the services they provide so that they can help influence and improve
performance. The team highlights opportunities for residents to influence decision making
across the organisation and promotes the benefits of gaining and responding to resident
feedback in order to help ensure services are tailored around their needs and aspirations.
As an Resident Involvement Assistant you will support the team in the delivery of resident
involvement opportunities to residents and customers. A key part of your role will be to
perform administrative tasks, undertake relevant research and support the on-going
development and production of the resident involvement webpages on both the internal
staff intranet and external NHH website. Because our team is busy, you will need to have
the ability and desire to work under pressure without close supervision. In return there will
be opportunities for you to build your knowledge of resident involvement and the social
housing sector.
Key tasks
1.
Undertake regular weekly and daily tasks as required (including responding to
resident and internal business enquiries, processing of invoices, assisting with bulk
mail outs, maintaining involvement ‘register’ and other administrative duties).
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Notting Hill Housing
Service Improvement Team
2.
Produce purchase orders and manage invoicing and payment processes, both
manually and through the finance system (Compleat)
3.
Undertake project / research work and assist in preparing reports as required.
4.
Assist with the mailing of newsletters, consultation documentation and similar
information and ensure resident-related information is displayed on NHH’s website
and is relevant and accurate
5.
Manage the administration of resident events and meetings (including taking and
producing minutes, arranging venues, catering, equipment and mailings).
6.
7.
8.
9.
10.
11.
12.
Assist in coordinating resident involvement promotion and recruitment campaigns
(including creating information packs and working with external partners to ensure
effective and efficient advertising of all resident events).
Assist in the preparation of formal consultation documents.
Undertake administrative tasks to assist in the function of the resident involvement
team including maintaining accurate information systems to record involvement
activities, diversity monitoring, finances etc.
Be responsible for your own continuing professional development and work in
collaboration with others in the Resident Involvement Team, to produce work to
a high standard and to agreed timeframes.
Undertake any other duties necessary to this role as directed by the Resident
Involvement Manager.
Understand the importance of taking care of your own health and safety and
that of others, following the guidance outlined in the NHH Safety Management
System.
At all times follow the financial regulations, policies and procedures at NHH.
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Notting Hill Housing
Service Improvement Team
How do you meet our requirements?
Below you will find the skills, abilities, experience and competencies needed to do the
job you’re applying for.
Use the space under ‘How do you meet our requirements?’ on your application form
to explain how you meet these requirements. Only write about the categories that are
being assessed by the application form.
You must be able to show the following skills and abilities
How this is assessed
1
Application form,
interview and
assessment
through probation period
Customer Focus (Core to all NHH roles)
I find out what matters to my customers within and
outside of Notting Hill and respect their diverse needs.
I find pragmatic ways to provide excellent customer
service, treating all customers fairly, keeping in mind
my job and Notting Hill priorities. I manage customers’
expectations and do not create dependency.
2
Team work (Core to all NHH roles)
I do what’s best for the team, building common ground
and team spirit. I share my knowledge and build on
people’s diverse expertise and contributions. I focus my
and my colleagues’ energies on team goals, and
combining our different contributions to make them a
reality.
3
Make things happen (Core to all NHH roles)
I focus my efforts and energy on actions which get the
job done. I prioritise, make and implement decisions
using Notting Hill resources in a cost-effective way. I take
responsibility to deliver quality solutions and achieve
results on time. I think ahead and am flexible to
overcome difficulties that get in my way.
4
Written Communication
I write in plain English.
I write succinct, easily understandable, audience-friendly
emails, letters and reports. I create appropriately
structured documents in plain English, with a high
standard of grammar and spelling. My documents are fit
for purpose, i.e. to inform, influence or persuade, and
clearly indicate what is required from the reader.
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Application form,
interview and
assessment through
probation period
Application form,
interview and
assessment through
probation period
Test and assessment
through probation period
Notting Hill Housing
Service Improvement Team
You must be able to show the following skills and abilities
How this is assessed
5
Application, interview
and assessment through
probation period
Engage with others
I listen, am sensitive to, and understand others’ views
and mind-sets. I invite others to speak and acknowledge
their position, and shape my own communication and
presentation to maximise my impact and influence. I
adapt and use different communications and presentation
styles to engage individuals within and outside of Notting
Hill.
6
Planning & Project Management
I plan, budget and manage the achievement of specific
operational and business objectives. I create milestones
and prioritise and schedule activities, allocating work and
resources between individuals and teams, to maximise
performance. I anticipate risks and forecast future
performance, and use this to take remedial action to
achieve the right result.
You must also be able to or have the following
1.
Excellent PC skills including the ability to type proficiently
and knowledge of Microsoft Office packages.
2.
Willingness to work evenings and weekends to meet
customers’ needs.
3.
The ability to work accurately using computerised and
manual data.
4.
To be well organised and have the ability to prioritise.
Application form,
interview and
assessment through
probation period
How this is assessed
Test and assessment
through probation period
Application form and
assessment through
probation period.
Test and assessment
through probation
period.
Application form and
assessment through
probation period.
Desirable
5.
Proven experience of working in customer focussed
administration role and the ability to develop successful
working relationships with internal and external
customers.
Application form,
interview and
assessment through
probation period
6.
Experience of working with databases and web-based
systems.
Application form,
interview and
assessment through
probation period
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Notting Hill Housing
Service Improvement Team
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