THE PIONEER GROUP Castle Vale Community Housing. Job Description Community Manager

Transcription

1 THE PIONEER GROUP Castle Vale Community Housing Job Description Community Manager Team/Department Responsible to Responsible for Job purpose Community Team, Housing and Customer Services Directorate Housing and Customer Services Director Community Safety Coordinator Customer 1 st Advisor (Community) CV Estates Team Leader Community Coordinators To take responsibility for the delivery of a comprehensive community service that meets the groups Corporate Vision, Purpose, Values and Goals. Specifically: Ensuring the provision of great homes and excellent services Empowering communities and identifying and delivering community driven solutions Contributing to building a strong and value driven organisation Helping people to reach their true potential To actively support the Director in the overall direction and leadership, deputising for the Housing and Customer Services Director as required To treat all staff and customers with dignity and respect and ensure proactive commitment to equality and diversity. To ensure VfM is delivered across services Working environment Office and community based. Visits to residents homes, attends residents meetings and other events and with other agencies at various locations. KEY TASKS AND OUTCOMES 1. Customer focus To lead, develop and manage the team to ensure customers receive an excellent service that meets their needs and that services are delivered in line with agreed performance targets and customer offers Works in partnership with customers and stakeholders to deliver an excellent and consistent housing service that fulfils the customer experience expectations of the Group. Ensures that teams provide excellent services and constantly seeks opportunities to improve and develop services to fulfil the Groups goals. H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 1

2 Deals with customer enquiries, comments, complaints and compliments both on telephone and faceto-face demonstrating the Group values in every interaction with customers both inside and outside the business. Lead on the development of the Community Offer and associated customer offers. Ensuring the measures and action plans support the Groups approach to active asset management and Value for Money (VfM). Create a response to customers that is fair ensuring we meet our legal and regulatory obligations but also challenges where appropriate and seeks to enable customers to help themselves. Offering support directly and through Group colleagues and external partners and agencies. Managing the voids and allocations process end to end to ensure excellent customer service and targets are met Leads and develops the community aspects of older persons e.g. managing the service to the residents at Phoenix Court and customers accessing the alarm linked services Leading and developing policies and procedures to support the job purpose 2. Staff and Performance Management To lead on the recruitment, training and development of direct reports. Ensure that regular 1:1 s, team meetings and coaching is delivered for all teams and direct reports. To be responsible for the overall performance of the team and hold direct reports accountable for performance against targets, objectives and competencies. Providing guidance, coaching and support to staff, identifying training needs. Proactively challenging poor performance. Proactively manage attendance and promote Group wellbeing initiatives. Ensure that performance data, performance monitoring and trend information is collected and reported as required including preparing regular reports on performance for the manager, Senior Management Team and Boards. Examples of performance management would include: Ensuring the CRM and Housing Management system is kept up to date with accurate tenant contact records and tenancy matters Monitoring and ensuring actions are taken on the ASB database and community safety initiatives Monitoring and reporting on the allocations and voids database Monitoring and reporting on the CCTV services Monitoring and reporting on estates team performance e.g block grading Monitoring and reporting on contractor performance Supporting the collection of continuous customer satisfaction and equality data including profiling data across service areas Reporting on delivery of service development such as Departmental Plans, Service Improvement Plans and related project activity Monitor and report on performance and trends to the Housing and Customer Services Director and other colleagues. H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 2

3 3. Leading and managing services Takes responsibility for all aspects of operational management, development and delivery of the following key service areas: Community Service Leading and developing a commercial (meeting income generation targets) approach to the community safety and estates services activity Leading and developing a community housing service that responds fairly to customer demand, ensuring we meet contractual tenancy obligations and regulatory guidance; offering support and guidance to enable customers to help themselves Ensuring the community coordinators successfully deliver against the selected specialist portfolio e.g. voids and allocations; service charges Lead on the management and review of service charges in liaison with residents and Group finance colleagues to ensure charges represent best possible VfM Community Safety Leading on the development and delivery of the community safety strategy and operational activity to ensure Castle Vale remains a safe place to live and work; challenging perceptions and reducing fear of crime and ASB; developing non enforcement approaches such as mediation and restorative justice Leading and developing the CCTV service to ensure it supports the aims and objectives of the community safety strategy; ensuring the service delivers an effective out of hours service; specifically develop the service to generate income and meet income targets Estates Service Leads on the development and delivery of the estates service and to ensure Castle Vale remains clean and tidy Development of the handy person role ensuring the service delivers on income generation and growth targets; reviewing aspects of the service that may generate income/service charges income e.g. bulk refuse Lead on the development and delivery of community engagement in service delivery e.g. enabling customers to monitor and report on community safety and estates services (similar to walk and talk ) Ensure effective procurement and performance management of service contracts e.g. landscaping and cleaning Older Persons Lead on the development of the community offer and services to customers living in designated older person accommodation Lead on the development and ensure effective delivery of services of the Super Warden service at Phoenix Court. Ensuring all support and facility management for older people within Phoenix Court extra care scheme. To ensure that residents have quality of life and are able to maximise their independence. Ensuring effective management of the Careline contract (or similar) service to older persons Leaseholder Service Lead on the development and ensure effective delivery of services to residential and commercial leaseholders on Castle Vale Ensure the leasehold service develops effective communication and engagement with leaseholders e.g. developing and keeping up to date leaseholders handbook; effective handling of insurance claims and Section Ensure effective internal liaison to ensure setting of leasehold service charges and maximise income from service charges H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 3

4 Ensure we meet all legal and regulatory requirements regards management of leasehold services Work with colleagues to procure, negotiate, renew and monitor contracts pertaining to delivery of services ensuring adherence to Section 20 consultation as required. 4. Developing Services Assisting with the development of strategies, and leading on development of policies and procedures as required to deliver the service Leading on annual planning across service areas to ensure successful contribution to delivery of Corporate, Annual, Departmental planning and Service Improvement Plans (SIP). Ensuring action plans related to SIP are monitored and delivered to agreed milestones. Work alongside colleagues in business transformation to review periodically service design and delivery to improve the VfM of the service. 5. Working with others Support a range of stakeholder groups including customer groups, scrutiny activity, and local and regional stakeholder partnerships. Work with colleagues across services and the Group to ensure successful delivery of job purpose. Expectation that you will show the necessary leadership to drive joint working, partnerships and group activity. Represent CVCH at key events locally and regionally ensure CVCH s reputation is protected and promoted. Expectation that you will show leadership and manage laterally across services in order to uphold and demonstrate the Groups values and behaviours you will not walk by when you see the Groups values not being demonstrated. 6. Resource management and budgetary control Set and effectively managing service area budgets, proactively monitoring and providing commentary on and management of cost centres. Work with Finance Planning & Projects Manager to be proactive in profiling budgets and take ownership of your costs centres to spot trends, identify VfM cost comparison and understand return on investment. Work with Finance Planning & Projects Manager to prepare business cases to support proposed investment in resources and services Take responsibility for effective invoice processing and scrutiny in your service areas. Contribute to the annual VfM statement and ensure best VfM across service areas. 7. Legal and regulatory compliance Works within the Groups policies and procedures, the law and best practice, and HCA Regulatory Frameworks relevant to service areas to ensure legal and regulatory compliance in the delivery of the job purpose. H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 4

5 Ensuring up to date knowledge of relevant case law and legislative changes that may impact on job purpose. Takes responsibility for safeguarding across service areas: Ensure that all relevant staff have DBS checks Organise appropriate safeguarding training; i.e. how to deal with and recognise abuse Ensure suspected abuse is reported to Birmingham City Council for to inform possible safeguarding proceedings. Manage any staff suspected of carrying out abuse through the group s Disciplinary process. 8. Health and safety To work in accordance with the Health & Safety Policy including reporting and recording of any near misses or accidents. To take all necessary action to ensure Health & Safety risk assessments and Adult Safeguarding responsibilities are discharged in respect of statutory regulations and The Pioneer Group policies and procedures To ensure compliance with fire safety including regular review of fire risk assessments including ensuring that resident records are up to date as required e.g. Personal Evacuation and Escape Plans are in place where required. All Pioneer Group employees have a responsibility to: take reasonable care for their own Health and Safety and that of other persons who may be affected by their acts or omissions, including members of the public, visitors and contractors and co-operate with the Pioneer Group and its managers to enable compliance with statutory duties, objectives and targets. 9. Other To undertake any other reasonable duties as required by CVCH. H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 5

6 Person Specification Community Manager How do you meet our requirements? Below you will find the skills, abilities, experience and competencies needed to do the job you are applying for. On your explain how you meet these requirements. Only write about the categories that are being assessed on the. Relevant Job Competencies Level 3 (Refer to the competency framework for behaviour indicators) Core Pioneer Group: Customer Focus Taking Ownership Teamwork and Collaboration How this is assessed Additional KEY Level 3 Competencies (Refer to the competency framework for behaviour indicators) 1. Leading, Motivating and Developing Others 2. Self-development 3. Confidence 4. Resilience 5. Getting things done H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 6

7 6. Analysis and Decision Making 7. Influencing Skills, abilities and experience Essential Criteria You must have the following 1. Excellent communication skills with the ability to adapt own style to meet the need of the recipient prepare and present information clearly both orally and in writing handle difficult situations with sensitivity, empathy and understand your impact adopt a coaching style 2. Ability to write in accessible and clear plain-english proof-read and edit the work of others, with an eye for detail analyse complex information and write reports 3. Excellent IT skills including Microsoft Office; Word and Excel to intermediate level. Knowledge of PowerPoint. 4. Ability to monitor delegated budget and contribute to annual budgeting cycle cost and present financial information for cost benefit analysis purposes 5. Good standard of general education with literacy and numeracy skills to GCSE or equivalent standard 6. An absolute commitment to enabling customers to influence services equality & diversity How this is assessed Desirable 1. Ability to use specialist databases and IT systems 2. Educated to degree level Professional Housing Qualification and member of professional body 3. Experience of establishing and sustaining effective relationships with stakeholders, partners and communities Significant previous experience in housing management Application form Application form 4. Sound knowledge of housing management and CRM and making best use of them to support service improvements Experience of leading community safety, leasehold and estate services Knowledge and understanding of relevant legislative and regulatory frameworks Knowledge of the key issues in the social housing sector Understanding of business planning, risk management and commercial Application form H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 7

8 awareness H:\Change Management 2015\Job Descriptions\Draft Job Descriptions\Community Manager.doc 8