MHT
Job Profile
Resident Involvement Manager
Purpose:
.
To develop and implement a resident involvement strategy and policy that empowers
residents to influence the improvement of services at local, business unit and corporate
levels in line with MHP’s overall strategy and menu of involvement. To oversee the
quality and effectiveness of the resident involvement strategy and policy.
Location:
London (with travel across the region)
Reporting to:
Neighbourhood Services Operations Manager
Grading:
 Job Family: Housing Services
 Level: 4
 Zone: 2
Main accountabilities:
Governance & Accountability
 Deputises for the Neighbourhood Services Operations Manager, when required,
to ensure operational performance is maintained in their absence.
 Ensures that the business performance reports are properly prepared and
adopted, and conform to MHT requirements.
 Ensures accountability to MHT’s customers for service delivery. This will include
reporting to the Resident Focus Groups (tenant and leaseholder) and the Board.
Strategy
 Develop and implement Regional resident involvement strategy in line with MHP
policy and menu of involvement and in consultation with resident groups, which
encompasses a range of ways of consulting and involving residents in the
improvement of services.
 Keep abreast of innovation, best practice, legal and regulatory changes and
ensure that these are reflected in Regional strategy and policy.
 Ensure that resident’s views and priorities are reflected in the resident
involvement strategy.
1



Ensure residents are fully aware of the opportunities that exist for them to
participate in the good governance of MHT.
Work with and advise colleagues to support resident involvement in service
reviews and policy development. Ensuring that a ‘customer focused’ approach is
transparent in service reviews and policy development.
Ensure, in conjunction, with the Community Investment team the effective
delivery of community plans and initiatives.
Financial Management
 Assist the Neighbourhood Services Operations Manager in drafting annual
resident involvement budget.
 Ensure that budgeting / coding errors are minimised, and monitor expenditure
against budget.
 Ensure all staff comply with MHP’s standing orders, tendering / quote / financial
procedures.
 Identify, and when appropriate apply for, external funding and other resources to
further enhance resident involvement.
 Make recommendations for the Housing Plus budget in agreement with Area
Managers.
Performance Management
 Rigorously monitor staff performance to ensure that Trust policy is complied with
and Resident Involvement is delivered and customer satisfaction is achieved.
 Prepare regular reports (in an accurate and timely manner) on current
performance, presented in a clear and accurate format.
 Critically analyse trends and identify and implement actions to take to resolve
performance and resident involvement issues.
Staff Management
 Recruit, manage and develop all staff including determining and setting priorities
as well as ensuring the achievement of performance standards
 Ensure that all staff receive regular support, supervision and annual appraisals
 Ensure that all matters of discipline, poor performance and capability are dealt
with in accordance with MHP’s policy and procedures
 Ensure that the training needs of all staff are regularly assessed and that the
required training is delivered
 Ensure regular communication and briefings to the department and ensure
information is clearly disseminated
 Meet the standards of MHP’s Managers Code / Staff Code of Conduct and
ensure these standards are being achieved by all direct and indirect reports
Effective Service Provision
 Take lead responsibility for specific Resident Involvement initiatives and projects
as directed by the Neighbourhood Services Operations Manager, Assistant
Director, Neighbourhood Services and Area Housing Manager.
2












Assist in the development of procedures and initiatives for effective participation
and consultation in close liaison with residents and staff.
Develop and implement action plans resulting from resident’s focus groups
including Quality Housing Services (QHS) and Housing Quality Network (HQN).
Assist in the support and development of the Board and other groups. Provide
on-going training, advice, information and support in conjunction with, and
deputise for the Neighbourhood Services Operations Manager at meetings and
events in his/her absence.
Promote and enhance the representativeness of the Board and other groups
through the promotion of Equal Opportunities and best practice in all aspects of
resident involvement.
Encourage and facilitate residents to be involved in decision making, to the
extent that they wish to participate.
Ensure ensuring regular feedback is received from MHT residents.
Ensure staff comply with Resident Involvement procedures and reporting
requirements.
Ensure support and advice service for staff, in particular the Community Initiative
and Neighbourhood Officers, and other staff on involvement and major business
initiatives, to ensure a positive experience for staff and residents of the process.
Ensure the provision of quality information through newsletters, briefing
documents and communication tools for tenants.
Ensure the publication to residents and other stakeholders of the outcomes of
involvement.
Undertake an annual review and impact assessment of resident involvement
Provide statistical data and reports as required for management information
purposes.
External & Internal Liaison
 Ensure that service provision from MHP central services meets with operational
needs.
 Liaise with Community Investment team to ensure effective delivery of
community plans and initiatives.
 Establish effective links with other sections of the partnership, staff, relevant
Registered Social Landlords, external agencies, consultants, voluntary sector,
and Resident Associations/Groups.
General
 Perform other duties as may be reasonably required by your line manager
 Agree to conduct yourself in line with the general standards of conduct and
behaviour as detailed in MHP’s Code of Conduct which include awareness of
risk, health and safety at work, data protection and embracing the cultural
diversity of all colleagues and customers
Key performance criteria:




Customer satisfaction and positive feedback from external customers.
Comprehensive range of Resident Involvement initiatives and processes
operating effectively.
Resident Involvement support and project work delivered to a high standard.
High level of resident satisfaction with their opportunities to influence (survey).
3










Staff and residents aware of the involvement strategy and policy and their
contribution to achieving its outcomes.
Effective monitoring systems in place.
Staff and residents have access to and knowledge of effective involvement
practices.
Increasing number of residents involved with MHT group development and
implementation of policies, procedures, standards, monitoring.
Expenditure within budget
Compliance with MHT policies and procedures
Good reputation and profile of MHT
Effective liaison and relationship building with local service providers
Contribution to organisational improvement initiatives
Accurate and timely record keeping
Key experience and qualifications required:
This section outlines the key criteria you must address when submitting your application,
as short listing will be based on the information you supply here.
Essential Criteria:

Experience of staff management in a performance management environment

Experience of working with residents and suitable knowledge and understanding to
develop resident participation

Experience of managing a customer focused service

Good presentation and report writing skills

Willingness to work out of hours as required

Level of IT literacy required for this post – basic
Desirable Criteria:

Experience of managing and interpreting budgets

Current driving license and use of car
Please refer to the table below for a definition of what this level of IT literacy means.
Level of IT Literacy required
Not Applicable
Definition
No level of IT literacy is required for this
role
Send and receive emails with attachments;
Create, format, layout Word documents,
cutting, pasting, numbering, changing file
location and managing headers / footers;
Format Excel spreadsheets with simple
formulae
As with Basic IT Literacy, but also to
include Mail Merging Word Documents,
Basic IT Literacy
Intermediate IT Literacy
4
managing text boxes, watermarks, etc.;
Excel Pie Charts, Bar Charts, If Then Else
formulae and Vlookup
As with Intermediate IT Literacy, but also
Word macros, hyperlinks, footnotes &
endnotes, bookmarks in formulae, Excel
pivot tables, macros, sumif and countif
Advanced IT Literacy
5
Competencies
(These will only be assessed should you be successful in securing an interview /
assessment. They are not required to be addressed in your application.)
MHP Competencies attributed to this role
Customer focus
Providing an excellent service to customers inside and outside MHP
Confidence and judgement
Making clear decisions and dealing positively with challenges
Commitment and drive
Striving for excellence in everything you do
Communication and influence
Communicating clearly and persuasively with people inside and outside MHP
Teamwork
Working cooperatively and supportively with all colleagues
Planning and organising
Defining priorities and organising yourself so you can deliver them
Professional and ethical practice
Working to the highest professional and ethical standards in order to provide an excellent service
*Developing others
Helping and encouraging others to learn
*Leading others
Inspiring, motivating and managing the performance of staff
Selection Process
Should you be invited to meet with us beyond short listing, the technical skills required to
perform this role, in addition to the competencies listed above, will be assessed by using
the following selection tools:




An interview
A presentation
A written exercise
An assessment of your verbal /numerical skills
May 2008
6