The Resident Liaison Officer (RLO) is a comprehensive and multifaceted role, central to the smooth operation and successful delivery of projects within a residential setting.
The primary responsibilities of an RLO revolve around serving as the critical link between the project management team, contractors, and the residents affected by construction or renovation works.
TASKS
Building Relationships - An RLO must establish and maintain strong relationships with residents through various communication methods, including in-person meetings, phone calls, and digital correspondence. Similarly, building solid relationships with internal stakeholders (e.g., Project Manager, Contractor Manager, Site Managers, Quantity Surveyor, and tradespeople) and external stakeholders (e.g., client project teams and property management companies) is crucial.
Coordination and Communication - The role involves booking residents for investigations or works, updating reports and trackers for the site management team, and dealing with any issues or concerns from residents. This includes liaising with individual property management companies and attending both internal and external project meetings.
Quality Control and Compliance - Conducting spot checks around the site to ensure living conditions are satisfactory and addressing any discrepancies immediately. The RLO will serve as the project manager's representative, focusing on specific duties related to resident engagement, consultation, and communication during the works.
Resident Support - Offering information, advice, and assistance to tenants and leaseholders during renovation or construction works. This includes developing residents' consultation plans, coordinating re-housing efforts if necessary, and ensuring that all communication materials (information packs, updates, newsletters) are clear and accessible.
Dispute Resolution and Support - Working closely with contractors and external agencies to resolve access disputes or other issues with residents.
Project Participation - Playing an active role in the development of projects, advising project managers on potential resident impacts, arranging and attending community meetings, and conducting social surveys before project commencement.
Feedback and Improvement - Establishing a customer feedback and complaints procedure for each project, conducting resident satisfaction surveys post-completion, and regularly reviewing and suggesting improvements to resident communication and consultation procedures.
KEY REQUIREMENTS
Strong Communication Skills - Essential for effectively liaising between stakeholders and residents.
Approachability - Being friendly and accessible to residents and stakeholders. Proficiency with Microsoft Applications - Necessary for managing documentation, reports, and communication.
Organisational Skills - Critical for managing multiple tasks, deadlines, and projects efficiently.
Time Management - The ability to prioritize tasks and manage one's time effectively to meet project deadlines and objectives. This role demands a blend of interpersonal skills, project management acumen, and a proactive approach to problem solving, ensuring that the impact of construction or renovation projects on residents is managed effectively, and their needs and concerns are addressed promptly