er unterwegs Kommunikation Willkommen Nachba

Transcription

1 Contct Informtion: wohnprtner Guglgsse Vienn, Austri Phone: Fx: Emil: wohnprtner together for good neighbourhood ws initited by City Councillor for Housing Construction Dr. Michel Ludwig Für eine gute Nchbrschft Dilog gemeinschftlic Wiener Gemeindebu miteinnder Firness Medition Verständnis ustuschen Gespräche freiwillig miteinnder er unterwegs Kommuniktion Willkommen Nchb Husgemeinschft Respekt Zusmmenleben Dilog Gute Nchbrschft Mitein Konfliktvermittlung Respekt wohnprtner Medition Nchbr! together for good neighbourhood freiwillig mitein wohnprtner unterwegs Firness Konfliktvermittlung R Gemeindebuchor Verständnis Für eine gute Nchbrsc prtnerschftlich Guiding Principles miteinnd Willkommen Nchbr! Nchbrschftliche Schchprtie Gemeinwesen Lebensqulität Nchbrschftsprojekte

2 Introduction At the end of 2008 the City of Vienn, the owner of ll municipl housing complexes, decided to lunch its own city governed orgnistion to provide ll living ssistnce services rther thn to outsource these services to privte compnies. A project tem within Wohnservice Vienn GmbH ws estblished to prepre for the full tke-over of ll content relted questions nd orgnistionl issues. Prt of this process ws defining the orgnistion s essentil gols, code of ethics nd core vlues s lid out in the brochure Service Offers. Since Jnury 2010 wohnprtner hs been responsible for conflict mngement, community outrech nd networking projects within Vienn s community housing. The wohnprtner principles re the product of collbortive effort of ll employees emerging from process of review nd reflection on our Service Offerings. After lmost one nd hlf yers of wohnprtner service, I felt it importnt to tke moment to collbortively reflect upon ll of the spects of our ctivities including the underlying principles tht guide our work. In this context it ws importnt to ssess whether or not our employees - wohnprtner s most importnt resource - do in fct know, understnd nd promote our mission, vlues nd gols. In April 2011, the entire stff ttended lrge event to kick-off the process. During this first step we defined gols, presented process outline nd reflected upon our regulr opertions. Three dditionl workshops concerning gols, tsks, strtegies, bsic conditions, common vlues nd their relistion followed in the summer of The executive ledership together with the locl wohnprter tem leders, revisited nd revised ll contents. Following this, n editing tem revised the minutes nd creted common drft. The report ws hnded to ll employees nd discussed in finl workshop where feedbck ws tken into considertion for finl revision. Editing tem: Azz Diebler-Atig, ViceHed of Locl Tem, wohnprtner-tem 17_18_19 Len Göpfrich, stff member, wohnprtner-tem 3_4_11 Ntsch Artner, Office Mnger, wohnprtner hedqurters Rene Selinger, stff member, wohnprtner-tem 21 Sloni Grover, stff member, wohnprtner-tem 10 Tove Riby, Hed of Professionl Development nd Qulity Mngement Vincent Wohinz, Hed of Locl wohnprtner-tem 5_6_7_12 Published in 2012 by Wohnservice Wien Ltd., Deprtment: Mrketing und Public Reltions; Address: 1030 Vienn, Guglgsse 7 9; Photos: Alex Hld, Susnne Meitz, Andres Rusch, Ludwig Schedl; Reprint: Print: Stiepn & Prtner Druck G.m.b.H Printed on eco-friendly pper from the Ökokuf Wien smples folder. The expecttions formulted in the brochure wohnprtner principles re high nd we intend to meet them to the best of our bilities. I m wre, however, tht vrious situtions, contextul requirements, responsibilities nd client needs turn every encounter into unique cse. Therefore, it might not be possible to meet ll of the requirements entirely. However, it is crucil tht we re dedicted to common vision nd tht every employee contributes their individul strengths to chieving the sme gols. wohnprtner is committed to the principles of prticiption, self-relince nd empowerment. We mke every effort to foster these vlues in public housing. We cn only fulfil our mission if we live by the sme principles within our orgnistion. I m therefore very proud of this new brochure, since it ws developed in collbortive effort nd provides n extrordinry bsis for our pioneering work. My hertfelt thnks go out to the editing tem Ntsch Artner, Azz Diebler-Atig, Len Göpfrich, Sloni Grover, Rene Selinger, Tove Riby und Vincent Wohinz. Mg. Josef Cser Director wohnprtner Vienn, December 2011 pge 2 pge 3

3 wohnprtner principles wohnprtner ims to improve the living conditions of residents nd the qulity of life within Vienn s public housing by promoting good neighbourly reltionships mong residents. For wohnprtner this mens to foster, in close co-opertion with the residents, community tht lives by the vlues of respectful tretment, mutul pprecition nd openness. It s essentil to our mission tht we view residents s experts on their living environment. wohnprtner is committed to meeting their needs. In ddition, wohnprtner promotes democrtic consciousness s bsis for socil interction guided by both solidrity nd individul responsibility s well s self-relince. This empowers residents to be ctive nd committed to ctive prticiption in the constructive shping of their living environment. In order to enble nd promote positive reltions nd open communiction mong residents, wohnprtner cretes on-site opportunities, which foster sense of belonging nd community. wohnprtner s services re directed towrd residents, locl communities nd orgnistions s well s institutions nd grss-roots inititives tht hve expressed interest in improving community life. Voluntrism is the foundtion of our services. The most precious resource to relise our common gols with residents re wohnprtner employees. Community Outrech Conflict Mngement Regionl nd ntionl Networking The three columns of the wohnprtner service pge 4 pge 5

4 Services nd Performnce - Generl wohnprtner services consisting of community outrech, conflict mngement nd networking re defined by the following chrcteristics: Activting Voluntry Integrtive Free of chrge Multilingul Methodologiclly diverse Sustinble Accessible (un-bureucrtic nd ccessible on-site) Prticiptory Process-oriented Open-ended The services re bsed, on the needs of the residents of community housing, cross trget groups nd pproprite to ech sitution re bsed on the vilble resources of the neighbourhood or city district evolve continuously bsed on the experiences gined from dy-to-dy work Community Outrech wohnprtner is bsed on the guiding principles of community outrech s defined by Mri Lüttringhus nd should be the foundtion of method-bsed ctivity in dily work. (Ref. Hinte/ Lüttringhus/Oelschlägel ): Cross trget group ction Gered towrd the issues nd needs of people Fostering self-relince nd self-empowerments Using vilble resources Improving of mteril circumstnces Networking nd co-opertion wohnprtner considers community outrech to be dynmic process tht constntly evolves through continuous work with expert pnels, reflection nd trining nd especilly through prcticl, dy-to-dy work. wohnprtner Service Offers wohnprtner ccompnies, initites nd supports open-ended processes on site by ctivting vilble resources. wohnprtner fosters prticiption in order to chieve sustinble solutions developed in co-opertion with residents. wohnprtner fosters democrtic wreness by promoting solidrity nd socilly responsible ction, which includes fostering tennt prticiption by forming nd supporting tennt ssocitions s well s other forms of democrtic involvement in the shping of living environments. wohnprtner s decentrlised premises nd on-site services fcilitte socil encounters nd support the estblishment of new nd ccessible locl meeting plces. wohnprtner unterwegs visits housing complexes, listens to the concerns nd needs of residents nd contributes to improving communiction, mutul understnding nd positive coexistence. wohnprtner offers trining nd informtion sessions for residents nd tennt representtives s well s housing supervisors nd ttendnts on subjects tht re relevnt to community living. wohnprtner promotes dilogue between tennts s well s tennt groups long with other inititives for groups within public community housing. This contributes to the strengthening of locl neighbourhood networks. Conflict Mngement wohnprtner considers conflicts to be possible indictors of socil chnge nd dvncement in society. wohnprtner services del with such conflicts while focusing on finding resources tht residents cn utilise to resolve their own conflicts on their own. We regrd conflicts s strting points for brodened socil competence nd rised wreness for diverse interests. wohnprtner Service Offers wohnprtner offers counselling, medition nd support to successfully resolve conflicts mong tennts of community housing. wohnprtner encourges nd empowers tennts to resolve conflicts themselves constructively nd responsibly nd provides competent stff nd professionl meditors when required wohnprtner closely co-opertes with other municipl institutions on both the district nd city levels. After ssessing ech sitution we function s referrl gency by directing residents to the pproprite city offices. At the sme time, our extensive knowledge of community housing llows us to serve s contct point for city uthorities nd institutions nd conduit to provide helpful informtion to residents. Ntionl Networks wohnprtner is n orgnistion dedicted to lerning. We therefore mintin interdisciplinry, ntionl nd interntionl networks to foster co-opertion on bsic principles nd to estblish common strtegies. In ddition, the network serves to enhnce continued professionl development. 1 See lso the report of the expert pnel for community outrech The definition ws tken from the report of the expert pnel on community outrech pge 6 pge 7

5 Attitude nd Common Vlues (working principles) wohnprtner services re multi-prtil. Multiprtility mens, we ctively represent ll involved prties in respective re or neighbourhood. We listen to the needs nd interests of every resident nd mke them visible. wohnprtner services im to inspire residents to view things from other perspectives in order to develop comprehensive view of ech sitution t hnd. Being multi-prtil combines necessry objectivity with lternting proper ttention nd dvoccy for ll prties involved. By wy of this principle, wohnprtner eqully dvoctes for ll prties involved while mintining specil sensitivity towrd disprities in power. In this wy we im to function s n instrument of medition. wohnprtner is community oriented. We ddress the issues of residents within the context of specific re/community housing complex. wohnprtner initites, supervises nd guides open-ended processes, where people develop solutions tht fit their specific needs nd living sitution. wohnprtner strengthens nd supports the residents existing competencies nd ctivtes dditionl resources within the re/district when required (Empowerment). wohnprtner encourges residents to tke responsibility nd empowers them individully to relibly solve their own problems or relise their interests. In this wy, we contribute to sustinble solutions. wohnprtner is co-opertive. We respect nd vlue ll people nd consider their diversity to be enriching. Strtegies wohnprtner is lerning orgnistion tht rects flexibly nd dequtely to socil chnge nd specific community developments. wohnprtner works with existing locl networks (tennt orgnistions, housing supervisors, mintennce stff, resident inititives nd other groups nd orgnistions) in order to bundle inititives nd interests nd to promote self-relince. wohnprtner helps to estblish these networks, when they re needed. wohnprtner supports residents in contcting decision-mkers within their districts nd in city uthorities nd involves these decision-mkers in concerns s needed. Intensive nd specil effort in networking with collborting prtners ensures the sustinble effect of the wohnprtner ctivities, most importntly with Wiener Wohnen nd the non-profit co-opertives who mnge community housing on behlf of the City of Vienn. Collborting with other socil nd eductionl institutions is of equl importnce in relising the gols mentioned bove. Through its ctivities with residents wohnprtner hopes to improve the previling imge of community housing mong the public. Effective public reltions efforts im to crete differentited nd more relistic imge of Vienn s community housing. wohnprtner tems re orgnised ccording to the principles of diversity. The diversity of interests, needs nd living situtions within community housing clls for tems tht bring n equl mount of diversity in knowledge, skills, experiences nd so forth. Ensuring this diversity is one of the min principles of our personnel policy. wohnprtner culture includes providing employees with professionl development opportunities nd constructive feedbck. Our decision mking processes re trnsprent nd structured in comprehensible wys. Bsic Conditions The following bsic conditions enble wohnprtner to implement these strtegies nd ensure the qulity of our work: Orgnistionl Structure Nine locl tems fulfil the mission to provide community work, conflict mngement nd networking tsks within community housing. The wohnprtner mngement ensures smooth opertion, necessry bsic conditions for the tems (i.e. infrstructure) nd communictes with the contrcting client nd ll ntionl co-opertionl prtners. wohnprtner mintins its own specil tem of experts for professionl development nd qulity control (FEQs) By being prt of Wohnservice Wien supporting mrketing nd PR gency is vilble to wohnprtner. Personnel Policies wohnprtner tems re diverse nd multi-professionl regrding ge, gender, culturl origin, professionl bckground, trining nd lnguge skills. In ddition to its tems wohnprtner keeps pool of internl nd externl meditors vilble upon request. Involving our employees in their own professionl development nd the qulity control of wohnprtner services hppens in processes such s reflection nd, for instnce, the development of this brochure wohnprtner principles. They lso prticipte in professionl workshops nd other internl events nd reflection sessions. Individul nd tem supervision s well s tem building, professionl development, focus groups nd peer consulting ensure the professionlism of our work s well s professionl exchnge bout our work nd the chllenges tht our stff meet in their dy-to-dy work. wohnprtner cretes possibilities for employees to meet outside the work environment to network nd informlly discuss their experiences. Spre time ctivities include group ctivities such s retrets, meet-ups nd so forth. pge 8 pge 9

6 Internl nd Externl Trnsfer of Knowledge wohnprtner develops nd uses mny instruments for internl nd externl trnsfer of knowledge: reflection sessions, tem meetings, internl trining courses nd workshops, symposi, informl tlks, themtic evening events, method dys nd stff suggestion forums. In ddition, wohnprtner contrcts externl consultnts to ensure content qulity nd professionl excellence. wohnprtner processes, stndrds nd internl guidelines such s the wohnprtner principles nd policy pper or the employee mnul re documented in writing nd re vilble to ll stff members vi commonly ccessible server. Infrstructure Flexible opening hours nd dditionl vilbility by phone s well s the possibility to set up personl flexible ppointments mke us esily ccessible to individul residents. wohnprtner mintins office loctions in lmost ll districts equipped with office-informtion technology systems nd technicl infrstructure, which enbles pproprite nd efficient work s well s professionl documenttion. Co-opertion Agreement wohnprtner signs co-opertion greements with our most importnt prtners; the greements ly out the rules tht govern the co-opertive work nd how to del with one nother. wohnprtner Approch We wohnprtner stff members re friendly nd uthentic. We re prt of well-functioning network nd demonstrte highly communictive, socil nd professionl competence. Integrtive thinking s well s tking diverse interests nd needs into considertion re our strengths. In converstions we do not judge or demnd, but endevour to crete blnced dilogue tht vlues other perspectives. We re curious nd criticl, we sk questions nd focus on chieving solutions. We tret people respectfully nd emphticlly. We think before we ct with the intent to deesclte nd sensitise. In ll of our efforts we im to be in close touch with the residents relity nd perspective. While shring mny similrities we recognise we re ll individuls nd vlue ech other s diversity. We pproch people well prepred nd structured nd we work towrd solutions while keeping the process open-ended. We show ctive presence. We cknowledge peoples needs by observtion, ctive listening nd reltionship building. Before becoming ctive we look into whether prticulr cse requires wohnprtner ctivity. wohnprtner the neighbourhood service for community housing is deprtment of Wohnservice Wien Ges.m.b.H Wohnservice Wien Guiding Principles Our strengths, our successes, our future The wide vriety of our service offers mkes Wohnservice Wien the first point of contct nd the min informtion centre for living in Vienn. We re dynmic nd relible service provider As privte enterprise tht is publicly owned we re relible nd efficient service provider to our clients. We pproch our clients s prtners Our ctions re gered towrd our clients needs nd offer them trnsprent service pckge. We tret our stff members nd resources responsibly nd with the utmost of respect. Our stff members contribution is vluble nd integrl to reching our gols; we therefore consider them the most vluble resource of our enterprise. We re motivted, competent nd flexible We work s tem nd lern from one nother. Apprecition, openness, nd the cceptnce of other perspectives re the bsis of our community work. Our ledership is conscious tht they serve s role-models nd leds ccording to the orgnistion s principles nd mission. They mke resonble decisions utilising efficient mngement techniques. In order to best ddress the residents individul needs we choose from different methods 2 s needed. In this wy we tke on different roles nd functions (observer, coch, modertor, meditor, expert or triner). 2 Refer to wohnprtner employee mnul on conflict mngement nd community outrech. pge 10 pge 11

7 Awrds In 2011 wohnprtner ws wrded the Austrin Integrtion Awrd in the field of enterprises nd work for lived diversity by the Assocition for Economy nd Integrtion. pge 12