Resident Inclusion Officer

The difference you will make as a Resident Inclusion Officer:

You will ensure a consistent approach working with customers within Arlington improving access to meaningful activities, employment and training. The post holder will also develop peer support and improve customer participation within Arlington. The post holder will work closely with Arlington support staff and HCS Customer Partnerships Manager to ensure an integrated approach to customer’s access to opportunities both within Arlington and externally.

About You:

• Experience of providing and developing high quality, customer focused, value for money services and programmes that involve and empower customers to contribute to and scrutinise services and develop their communities.
• Experience of successfully working with front line operational services in particular in leading and managing resident or customer consultation and focus groups.
• A real understanding of how to gather resident’s needs and be keen and skilled at developing a positive rapport with tenants, tenant’s representatives, stakeholders and partners.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile:

• Ensure the effective delivery of the resident involvement within Arlington.
• Liaise with HCS Customer Partnerships Manager to develop, implement and monitor the impact of the resident activities.
• Provide focus on implementing and monitoring of a menu of options for resident involvement, supporting and building relationships with the residents who are taking part in activities.
• Develop resident consultation forums and focus groups chairing or facilitating meetings, coordinating responses and improving customer experience.
• Developing peer groups within the hostel working closely with support team.
• Be the main contact with the social mobility team to ensure increased access to activities including employment and training.
• Lead on delivering resident coffee mornings, trips and activities.
• Motivate and involve staff and volunteers in the delivery of all customer related activities.
• Communicate clearly at all levels, being responsive and caring and managing challenging conversations with calm and efficiency.
• Get to know residents, be the champion for your area taking responsibility for ensuring residents feel a part of One Housing and can get involved in a meaningful way.
• Support and build relationships with residents to meet their diverse needs and aspirations resulting in high levels of involvement, empowerment and satisfaction.
• Help to ensure our visions and values are promoted resulting in meaningful outcomes for residents.
• Embrace IT systems to keep website, hub, databases and literature up to date and communicating effectively with a range of audiences, promoting OHG positively in all communication.
• Create better ways of working that drive efficiency, promote excellence and ensure value for money.
• Manage workloads effectively, balancing priorities and being able to complete new projects on time whilst maintaining a quality service.
• Work closely with external partners to ensure increased opportunities for customers.
• Support volunteer placements into the Arlington and take the lead on their development within the service.

Person specification:

• Have experience of providing and developing high quality, customer focused, value for money services and programmes that involve and empower customers to contribute to and scrutinise services and develop their communities.
• Have experience of successfully working with front line operational services in particular in leading and managing resident or customer consultation and focus groups.
• Have a real understanding of how to gather resident’s needs and be keen and skilled at developing a positive rapport with tenants, tenant’s representatives, stakeholders and partners.
• Be educated to a good standard and be highly IT literate and proficient at producing and presenting reports, analysing data and presenting it in a meaningful way for residents.
• Be a confident communicator, handling all types of contact and relationships with ease and being able to remain calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working.
• Have experience of working in a community, care and support setting.

• Support your team and colleagues effectively being willing and able to step outside your role when the service demand, in pursuit of our vision and values.
• Have experience of working in a community, care and support setting.
• Be self-motivated and able to manage your own workloads, use your initiative to create appropriate projects and meet deadlines and targets.
• Able to engage effectively with a range of individuals and organisations and understand the political context we operate in.
• Be IT literate and skilled at producing and presenting literature.
• Demonstrate a high level of professionalism in your work at all times, working with minimal supervision to complete tasks accurately the first time.