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 Duties and Time % 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 work to 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 TMOs community engagement activities to support the needs of the community. To actively seek out new projects and funding streams that can benefit the residents of Dovecotes TMO and the wider community. To support the allocation of funding to the community. Marketing and Promotion Delivery. Manage and monitor and expand all social media platforms, ensuring up to date information Is available on all platforms, and any queries answered. Manage and update Website, ensuring we are complaint with The Social Housing Regulator requirements. Manage, monitor, and expand communication methods to residents to provide a stronger communication link between the TMO and our residents. To influence the Dovecotes TMOs strategy to win continuation ballots. Business Support. To facilitate all Business Support needs within the TMO such as servicing board and subcommittee meetings, and minute taking as required. To Source training for directors and create and maintain a directors’ on-line library that will be available for all elected members. The post holder must be prepared to undertake any other duties as appropriate with the grade, which may be allocated by management, subject to any reasonable adjustments under the Disability Discrimination Act. Be flexible and complete all reasonable requests considered commensurate with the role assisting the Company in the Delivery of Housing service to its customers. To undertake other duties as requested from time to time by the management team. To comply with all current legislation as it affects 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 their role of engaging with the community. Dovecotes TMO is a local organisation that is rooted in its community. Interaction with residents is more extensive than is the case for most housing providers and the successful candidate will need be comfortable with a high level of resident interaction. Specification Factors EDUCATIONAL STANDARD Essential: Literacy and numeracy to grades A-C GCSE or equivalent. Desirable: Degree or equivalent in the Degree in Community Development, Social Work, Housing Management, or related field Identified at: Application Form / Interview TRAINING Essential: Customer Service. Event management. Budget Monitoring Desirable: Any aspect of Public Housing. Project management. BID writing Identified at: Application Form / Interview / References EXPERIENCE Essential: Minimum 3 years' experience in community engagement or resident involvement. Experience in stakeholder management and partnership work. Experience of fundraising. Experience of collaborating with residents or service users in a similar setting to enhance engagement, participation, and inclusion. Desirable: Experience of working in a Tenant Management Organisation or similar. Public Service Experience. Knowledge of KPI management and performance monitoring. Experience with resident satisfaction surveys and feedback analysis. Understanding of social value measurement and reporting. Familiarity with housing management systems. Identified at: Application Form / Interview References /Test / Assessment SPECIAL SKILLS /KNOWLEDGE Essential: Knowledge of submitting funding applications. Understanding of tenant managed organisation. Knowledge and experience on how to engage residents. Valid Driving License with access to a vehicle for business use. Ability to plan and prioritise own workload to meet individual deadlines and performance targets when under pressure. Ability to use a wide range of software packages including Microsoft Office / Google and web-based functions. Able to produce good quality publicity material and competent users of social media Desirable: Strong understanding of social housing sector and resident engagement principles. Understanding of community organising and barriers to involvement. Knowledge of how to support and assist the personal development of resident representatives. Identified at: Application Form / Interview / References / Tests/Assessment PERSONAL QUALITIES Essential: Excellent written and verbal communication skills and the ability to communicate effectively with people from a wide range of backgrounds. A positive and initiative-taking outlook. Friendly, compassionate, and empathetic. Ability to respond sensitively to people’s problems. Strong influencing and negotiation skills and experience of effectively managing internal and external stakeholders. Ability to work autonomously and a can-do attitude. Excellent people skills with the ability to communicate confidently and appropriately with a range of people. Able to resolve conflicts and model professional behaviour. Desirable: Ability to generate ideas on service improvements. Organisational skills. Using your own initiative / proactive approach. Commitment to tenant involvement. Able to work as part of a team Adaptable to any situation. Resilience. Passionate about delivering and driving forward an excellent service in a resident-focused environment. Identified at: Application Form / Interview / Test /Assessment INTERESTS AND MOTIVATION RELEVANT TO THE JOB Essential: Awareness of the needs of multi-cultural society. To provide a service in a fair, and transparent manner. Desirable: An interest in Public Service. Identified at: Application Form/ Interview COMMITMENT Essential: Understanding and knowledge of confidentiality, data protection and equality, diversity and inclusion. A commitment to tenant involvement Desirable: Customer Care. Excellent service provision Identified at: Application Form/ Interview