Resident Liason Officer

change Resourcing
From £10 to £10 per hour
20 Sep 2016
20 Oct 2016
Resident Liason Officer To ensure that all Housing programme are delivered in a customer focused, supportive way ensuring that comprehensive consultation and engagement takes place with residents. Resident Liason Officer To work closely with Housing management colleagues and Programme services provider to ensure that the needs of individual residents are appropriately considered in a timely way during the planning, delivery of Housing programmes. Resident Liason Officer To prepare and deliver consultation with residents on al Housing programmes to provide effective feedback in a professional courteous manner ensuring at all times that the values of the Council are adhered to. KEY SERVICE RELATED ACCOUNTABILITIES To work evenings, weekends and occasional public holidays, in order to meet service requirements and specifically to carry out consultation and representational tasks with residents and other stakeholders, and to provide cover for emergencies. To lead and work with all the appropriate members of the team, including project managers, designers, and constructors, and in particular resident liaison staff employed by constructors, to ensure the project maximises resident satisfaction. To lead and work with residents (both tenants and where appropriate leaseholders), in conjunction with contractors’ resident liaison staff, to ensure they are assisted to facilitate the swift and efficient carrying out of high quality building work. To prepare consultation plans for projects and devise an appropriate and effective communication and consultation package for residents and other stakeholders for each scheme, using a range of methods. To prepare and present reports, letters, newsletters, spreadsheets and data generally, in order to communicate information, identifying problems and recommending solutions to colleagues, external contactors, consultants and appropriate programme governance meetings To ensure that the views and specific needs of all vulnerable residents are represented both in the consultation process and in the way projects/programmes are delivered. To carry out investigations and preparation of written responses for all complaints arising from and during works operations’ including negotiating with colleagues and contractors to achieve suitable satisfactory outcomes for residents. To investigate and resolve all resident problems and difficulties arising on all individual projects including access refusals, health and safety issues, vulnerability issues and medical and mental health issues including follow up referrals and process to Social Services and Landlord Services. To investigate and resolve all residents problems and difficulties arising on all individual projects for technical issues including flooding to flats and blocks, and failure of statutory services (i.e., lights water or gas and etc). To provide and ensure regular data is recorded and maintained on all computerised systems including Objective database, stock condition database including updating databases and providing statistical and management reports as required. To set up, attend and arrange public meetings including residents, contractors and their agents, resident associations, prominent members of the public including TBC staff and present TBC’s proposals effectively at them. To work with contractors, and particularly their resident liaison staff, so that the needs of residents are fully addressed. Including health and safety issues and the equal opportunities of all residents to receive a quality service that meets their needs. To work closely with colleagues in Landlord Services and Technical services to ensure effective communication with, and supervision of, contractors, providing a close link with client personnel on the delivery of the works, and ensuring that the quality of works meets resident satisfaction. To act on behalf of residents to ensure that concerns, complaints or enquires raise residents are effectively addressed and communicated to all parties. This may involve liaising with colleagues across Housing and the wider Council, contractors’ staff including senior management, and others as appropriate to deliver effective resolutions. To ensure the process for surveys of resident satisfaction on the Housing programmes operates effectively, and to analyse responses so that the delivery process can be improved. To identify the need for decanting in particular cases where particular technical, health or social reasons require it, and subsequently carry out the process effectively so that schemes are not delayed. To prepare, and deliver letters or any documentation to residents or contractors with regards to Transforming Homes. This may involve door knocking, focus groups which may require working alone. To investigate and identify reasons for residents refusing to allow access, seek solutions and where necessary take legal action in necessary cases to ensure access is obtained including producing reports and statements on incidents. To visit homes where the contractor is refusing to work for health and safety reasons, investigate and report on the reasons including resolving the problems and taking legal action as required. This job was originally posted as

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