Overview
Dovecotes TMO – Resident Engagement Officer
HOUSING MANAGEMENT
Job Description
Post Designation: Resident Engagement Officer
Post Ref: TMO / REO
Responsible to: Chief Officer
Grade: 5/6 (ADD PAYSCALE)
Location: The Dovecotes Estate, Ryefield, Pendeford, WV8 1UD
Disclosure: DBS
Special Conditions: Full Driving License
Package: 35 Hours Full Time
Essential Car Allowance
25 Days Leave • Staff Bonus Incentives • Local Authority Pension Scheme
Organisational Context
Dovecotes TMO is a tenant managed organisation (TMO). We manage 740 homes, under the terms of a Management Agreement with The City of Wolverhampton Council. Strategic direction is delivered by the board of resident directors, who are elected by their fellow residents. Dovecotes TMO employs a team who are responsible for the day-to-day delivery of services. We are led by our residents investing in our community whose commitment, drive and achievements are truly extraordinary.
Job Purpose and Role
This is an exciting opportunity to lead on resident engagement for the TMO in Dovecotes, Pendeford in Wolverhampton. To serve as a member of the TMO estate office team, to achieve an effective local housing management service. To be accountable for service delivery on the counter, including receipting payments. To provide general clerical and administrative support to the estate office team and the TMO. The purpose of the job is to lead on the Resident Engagement Strategy. Improving lives and access opportunities for our residents is a priority for Dovecotes TMO and we pride ourselves on delivering successful community development and initiatives for our residents and the wider community. An associated role is to support our board of directors. The postholder will provide advice and administrative support.
Key Responsibilities
1. Create and deliver Fundraising for Dovecotes TMOs community engagement activities. 15%
2. Devise and implement strategies to get more residents engagement 15%
3. Managing all marketing and promotional delivery 15%
4. Manage and expand social media platforms, and update the website accordingly 10%
5. To provide support to the Chief Officer and elected members of the board 10%
6. Support the delivery of community funding and allocations to residents 10%
7. To engage with partner agencies to expand the profile and need of the community 10%
8. Engage with public and private sector businesses to expand the profile of the community and the local needs. 5%
9. To participate in staff development, appraisal, and training as appropriate 5%
10. To provide any other clerical resource as directed and assist staff with other duties as requested. 3%
11. To source volunteers, form businesses as part of their corporate social responsibility. 2%
Principal Duties and Responsibilities
A community engagement officer in the housing sector focuses on building relationships between a housing provider and the residents they serve, fostering participation, and improving community well-being. They empower residents, facilitate communication, and ensure resident feedback is incorporated into service delivery.
* Building Relationships: Establishing and maintaining strong relationships with residents, community groups, and partner organisations. Dedicated to building relationships and ensuring resident voices are heard and identify opportunities for social responsibility.
* Community Development: Identifying community needs and developing targeted projects to address them, often through resident involvement. Co-ordinate campaigns to endorse civic pride of place, to increase social wellbeing, aspirations, and ownership of the estate.
* Resident Participation: Encouraging and facilitating resident involvement in decision-making processes related to housing services.
* Communication: Acting as a point of contact for residents, relaying information and addressing concerns. Effectively communicate in a customer focused environment, develop good working relationships with tenants, leaseholders, residents and service users and actively promote the provision of high-quality services.
* Service Improvement: Working with residents and staff to identify areas for service improvement and ensure resident feedback is incorporated.
* Partnership Building: Collaborating with external organisations (social services, healthcare providers, charities, faith groups etc.) to ensure residents receive comprehensive support.
* Reporting and Analysis: Preparing reports on community engagement activities and outcomes.
Skills and Experience:
* Strong Communication and Interpersonal Skills: The ability to effectively communicate with diverse groups of people, both verbally and in writing.
* Experience in Community Engagement: Demonstrated experience in developing and supporting community engagement initiatives.
* Knowledge of Social Housing: Understanding of the social housing sector and resident engagement principles.
* Problem-Solving and Conflict Resolution: The ability to address and resolve issues and complaints effectively.
* Organisational and Administrative Skills: Ability to manage projects, maintain records, and prepare reports.
* Understanding of Local Services: Familiarity with local services and resources that can support residents.
* External Funding: To deliver for Dovecotes TMO's community engagement activities, actively seek new projects and funding streams to benefit residents and the wider community.
* Marketing and Promotion Delivery: Manage and monitor all social media platforms, ensure up-to-date information, respond to queries, and ensure website compliance with Social Housing Regulator requirements. Influence Dovecotes TMO’s strategy to win continuation ballots.
* Business Support: Facilitate board and subcommittee meetings, minute taking, source training for directors, and maintain an online directors’ library. Be prepared to undertake other duties as appropriate within the grade, with reasonable adjustments where required. Comply with current legislation affecting employment or working practices.
Dovecotes TMO – Resident Engagement Officer
HOUSING MANAGEMENT
Personnel Specification
Post Designation: Resident Engagement Officer
Post Ref: REO-TMO — Grade: Scale 5/6
Job Purpose and Role: To form part of the TMO housing management team offering a high standard of service to tenants, residents, and other customers in the TMO area. A high level of commitment is essential, and important deadlines met. The postholder will need to work outside normal office hours, including evenings and occasional weekends, as part of engaging with the community.
Dovecotes TMO is a local organisation rooted in its community. Interaction with residents is extensive; the successful candidate will need to be comfortable with high levels of resident interaction.
Specification Factors
Educational Standard
Essential: Literacy and numeracy to GCSE grades A-C or equivalent.
Desirable: Degree or equivalent in Community Development, Social Work, Housing Management, or related field
Training
Essential: Customer Service, Event management, Budget Monitoring
Desirable: Public Housing, Project management, BID writing
Experience
Essential: Minimum 3 years' experience in community engagement or resident involvement; stakeholder management and partnership work; fundraising; collaborating with residents or service users to enhance engagement, participation, and inclusion.
Desirable: Experience in a Tenant Management Organisation, Public Service experience, KPI management and performance monitoring, resident satisfaction surveys and feedback analysis, understanding of social value measurement, familiarity with housing management systems.
Special Skills / Knowledge
Essential: Knowledge of submitting funding applications; understanding of tenant managed organisations; driving license with access to a vehicle; ability to plan and prioritise workload; proficiency in Microsoft Office/Google; able to produce publicity material and use social media.
Desirable: Strong understanding of social housing sector and resident engagement principles; understanding of community organising and barriers to involvement; knowledge to support personal development of resident representatives.
Personal Qualities
Essential: Excellent written and verbal communication; positive, initiative-taking; friendly, compassionate; able to respond sensitively to problems; strong influencing and negotiation skills; able to work autonomously; excellent people skills; able to resolve conflicts and model professional behaviour.
Desirable: Ability to generate ideas for service improvements; organisational skills; proactive; commitment to tenant involvement; teamwork; adaptability; resilience; passion for delivering excellent resident-focused service.
Interests and Motivation Relevant to the Job
Essential: Awareness of the needs of a multi-cultural society; service provided in a fair and transparent manner.
Desirable: Interest in Public Service.
Commitment
Essential: Understanding and knowledge of confidentiality, data protection, equality, diversity and inclusion; commitment to tenant involvement.
Desirable: Customer care; excellent service provision.
#J-18808-Ljbffr