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Clúid Housing – Resident Engagement Manager (REM)

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Role: Resident Engagement Manager (REM)

Location: 159-161 Sheriff Street Upper Dublin 1

Reporting to: Director of Housing Services

Contract : Permanent

Salary: €56,823 – 73,536 per annum

Probation: 6 months

Pension: Available on completion of probation

Hours: 35 hours

Leave : 22 days (+closed 3 designated days Christmas week)

Travel: The post requires a valid driving licence and use of a car for business purpose. Mileage Allowance Operates.

Closing Date: 18th of January 2022 at 23.59pm

Clúid Housing is the largest approved housing body (AHB) in Ireland, providing over 9,000 affordable, high quality homes to people in housing need. Our vision is for a society where everyone has a great place to live. This will be achieved by providing quality housing and services to enable people to create homes and thriving communities.

Clúid Housing is an equal opportunities employer and proud to have been recognised as a top employer in Ireland. At Clúid Housing we firmly believe that our success is down to our dedicated and growing staff body working in every corner of Ireland. Our company is made up of talented people who bring enthusiasm, confidence, expertise, professionalism and respect to our business. Our staff consistently work towards achieving our vision of creating a society where everyone has a great place to live. 

Our employees benefit from a great working environment, great learning opportunities, a supportive management team and an extensive benefits package:

  • Competitive Remuneration
  • Excellent & Continuous Training
  • Development Opportunities
  • Flexible Working Arrangements
  • Access to an Employee Assistance Programme
  • Excellent Employee Benefits

If the above appeals to you, then keep reading…..and remember Clúid Housing is proud to be an equal opportunity employer. 

Resident Engagement Manager

The Resident Engagement Manager is a new role within Clúid that will drive and improve our resident engagement culture and practices across the organisation including our sister service, Clann Housing. 

Clúid’s vision is a society where everyone has a great place to live, and we aim to achieve this by delivering on our mission to provide quality housing and services to enable people to create homes and thriving communities. To ensure we deliver on this vision and mission, residents need to feel ownership and to continually influence services which are important to them as well as meaningfully participate in their communities. We know that many of our residents want to be active participants in influencing the social housing offering in Clúid and Clann through active engagement with the organisation and also participate in lobbying for change nationally.

Our recently approved Resident Engagement Strategy aims to provide the conditions for a joined-up approach where everyone, including residents feels empowered with a sense that “We’re All Clúid”, now and into the future. To achieve this goal, we want to make it easy for residents to engage in ways that are most appropriate and accessible to them, by providing a range of inclusive and accessible engagement options for all residents. Whilst we have some good practices, we recognise that we are at the beginning of a new part of this journey and we aim for our resident voices and lived experiences to be recognised strongly through the organisation as well as at local and national government levels in policy discussions.

The role of Resident Engagement Manger is a crucial and collaborative role, working across the business to deliver our strategy and continually develop and improve in this important area.

Role: Resident Engagement Manager

Role Overview: To coordinate as well as take an active role in the delivery of Clúid’s Resident Engagement Strategy. Collaborate across the business and inspire the continued improvement and uptake of resident engagement initiatives to improve the organisation and communities and deliver on our organisation mission.

Reporting to: Director of Housing Services

Responsible for: Resident Engagement Coordinator

Key Responsibilities

Resident Engagement Strategy

Work collaboratively across the business to coordinate, and take an active role in the delivery of the Resident Engagement Strategy by:

Further developing and widening the structures that enable residents to feedback and influence how services are delivered and developed

Develop processes to monitor and evaluate all relevant activities as well as provide key performance indicators to demonstrate value and develop our practice

Develop our systems/communications to inform residents and increase their engagement/participation

Inspire a culture throughout the organisation that actively seeks out the resident voice as an authority on our services

Build the capability and capacity of residents to participate individually and as a collective in their community and with Clúid

Resident Influence

With relevant business leads develop strategies to improve and widen resident insight and respond effectively to feedback e.g. customer satisfaction surveys, focus groups, co-creation, National Residents Advisory Group’s (NRAGs) etc.

Develop and implement the objectives of the NRAGs

Facilitate the work of the NRAGs, work closely with the Chairs to ensure their effective operation and continued improvement and influence on the business e.g. recruitment, setting priorities-workplan, training and development etc.

Collaborate with the business to facilitate the work of relevant departments to both contribute to the development of and respond to the NRAGs workplan

Facilitate departments across the business wishing to improve and explore opportunities to increase the resident voice to inform and improve their practice

Participate in key business projects that require the resident voice at the heart of their development and implementation to ensure success

Reporting progress on resident engagement to internal and external stakeholders

Community Work / Initiatives

Collaborate with the Resident Engagement Coordinator, a dedicated resource to work with front line staff to deliver community work

Develop the organisations approach to support resident engagement within local communities

Conduct organisational assessments that define the needs of communities

Support the development of the service proposition, processes and procedures for community work

Tenant Communications

Working with the Communications department and across the business to develop and enhance resident communication and information

Supporting the contribution of the resident voice to inform the development and content of the resident communications such as the resident portal, website, written communication etc.

Policy and Procedure

Lead the awareness of and increased practice of effective resident engagement (influence and community) throughout the organisation  

Support the development of systems and procedures that will enable the embedding of resident engagement principles in policy and procedure review and service development projects

Draft practical policy and procedures to facilitate resident engagement and community work 

Deliver and/or facilitate communications/training to launch new approaches and support their application across the business

Remain aware of current trends and the latest resident engagement and customer insight practice and consider their suitability

Review and update policy to reflect internal and external changes

Reporting and Measuring Value

Collaborate with the business to develop systems for Clúid to evidence the social value of the work we do

Collaborate with business leads to monitor and report to all relevant internal and external stakeholders

People Management

To manage a specialist resident engagement team to ensure the development and progression of employees and the team resources, including allocated budget

Collaborate with People and Culture Department to ensure the best candidate/s are recruited for any vacancy in your team, to develop a thorough induction plan and actively manage the probation process

Manage staff and team engagement activities

Provide team members with support and guidance to enhance their performance.

Create annual individual employee development and team plans

Collaborate with the People and Culture Department to ensure Clúid remain externally competitive and internally equitable for the roles within your remit

Ensure that your staff work in a safe environment and actively partake in any company wide or team wellbeing activities

Promote a culture which is supportive of excellent service delivery and meets our vision, mission, and values

Corporate Responsibilities

Ensure all activity is aligned to Clúid’s values and contributes to the mission of supporting the development of thriving communities

Adhere to all Clúid and Clúid policies and procedures at all times

To exercise discretion at all times

To fulfil all care and high standards regarding both Clúid’s and your own health and safety obligations

To fulfil all obligations regarding the management of both personal and organisational data in line with the organisations data protection policy.

General

Adopt an approach of continuous learning and personal development

To positively promote the Association in all activities

Any other duties which are consistent with your role

Key competencies required in the role

  • Leadership
  • Care
  • Responsibility
  • Collaboration
  • Customer Centric
  • Sustainability
  • Specialist Knowledge
  • Planning and Organisation
  • Change Management and Innovation
  • Data Management and Analytics

Person Specification

Key Skills

Candidates will be shortlisted on the basis of illustrating in their application that they fulfil the following criteria. Examples that demonstrate the ability to fulfil the criteria should be included as well as the above competencies.

Education / Qualifications

Third level related qualification (Essential)

Driving licence and use of car (Essential)

Knowledge / Skills

Understand the importance and principles of resident engagement and community involvement in developing sustainable partnerships and creating change (Essential)

Knowledge of national and local community networks and resources (Essential)

Ability to develop activities and services that inspire people to get involved and build the confidence to achieve change (Essential)

Knowledge of customer insight and feedback mechanisms (Desirable)

Willingness to continue professional development and monitor best practice (Essential)

Problem solving skills (Essential)

Financial appreciation and experience of budget management skills (Essential)

Experience

5 + years’ experience of working in a community development and /or customer service improvement environment (Essential)

Experience of developing and leading new initiatives (Essential)

Project Management, proven experience of working with multiple stakeholders (Essential)

Experience of working with a variety of customers from different backgrounds and experiences (Essential)

Experience of working in settings that cut across public, private and voluntary organisations (Essential)

The closing date for applications to be returned for this role is 18th January 2022 at 23.59pm. It is anticipated that Interviews for the position will be held on week beginning 24th January 2022.

To apply for the above role, please apply here, don’t forget to attach your CV where it is requested and please open in a Chrome or Edge web browser.

(Please note the application form requires the completion of 4 competency based questions, advice on how best to answer these questions can be found below

COMPETENCY BASED QUESTIONS

Information on completing Competency Based Questions:
As part of your application you are required to describe some of your personal achievements to date that demonstrate certain necessary skills and qualities required for this position. The skills and qualities are outlined in the Questions Areas of the application form. All question areas must be completed and remember that you will be questioned on all areas at interview if you are invited to one. The instructions below will help you to complete your answers, but you should also consider these instructions when you are preparing for interview.
For each question you are given a description of the competency. You are then asked to describe a situation, from your own experience, which you think is the best example of what YOU have done which demonstrates this skill or quality. It is essential that you describe how you demonstrated the skill or quality in question.

The information you present here will form part of a shortlisting process, where necessary, and may also be used to help structure your interview, if you are invited to one. Therefore, compose your replies carefully and try to structure what you write so that you give specific information about what you have done – for example, do not simply say that “X was successful”, describe exactly what you did and how you demonstrated the skill or quality in question.

For each of the examples please include the following:

(a) The nature of the task, problem or objective;
(b) What you actually did and how you demonstrated the skill or quality
(c) The outcome or result of the situation

Please do not use the same example to illustrate your answer to more than two skill areas.

Please note that, should you be called to interview, the Interview Board may look for additional examples of where you demonstrated the skills required for this post so you should think of a number of examples of where you demonstrated each of the skills.

GUIDELINES FOR COMPLETING THE COMPETENCY BASED QUESTIONS

The competencies are designed to help you to present relevant evidence in order that decision makers can evaluate how well you ‘fit’ the requirements of the role. Relevant evidence is usually drawn from your work experience and the way in which you have accomplished a range of activities. Those involved in screening the applications will be evaluating the information you give against specific skills required for effective performance in the role. To do this they need you to give enough detail so that they can tell what you actually did and how you did it.
The people doing the screening will not assume that you demonstrate a skill at the right level just because of your current role, length of experience or educational qualifications. These do not give enough evidence about how you accomplished relevant tasks. So, if a question is about your approach to decision making, you need to do more than describe your current role and list important decisions you have made. You will need to describe how you reached relevant decisions.

Some guidelines for presenting yourself well are given below:-

  • Give specific examples – all competencies will ask you to describe an example of when you have demonstrated a skill: try to do this concisely but with enough detail so that the reader will be clear about what you actually did. This detail might include information about timescales, the number of people involved, budgets etc. It can help to use bullet points to that the sequence of events is clear to the reader.
  • Give a range of examples – if possible, base your answers on different situations or challenges you faced rather than rely on just one experience. This helps the reader to evaluate how you tackle different challenges and not just your behaviour in a ‘one off’ situation.
  • Be concrete rather than theoretical – a clear description of how you actually behaved in a particular situation (and why) is of much more use to the reader than a vague or general description of what you consider to be desirable attributes.

EXAMPLES ON HOW TO COMPLETE THIS SECTION OF THE APPLICATION FORM

Competency: Communication Skills: able to adapt your communication style to particular situations and audiences….. Able to produce clear and concise written information….

Example 1: I was responsible for producing important management reports and supporting presentations for a range of important and high profile clients. Through my understanding of the clients’ needs and my effective communication skills, I have ensured that the reports that go to the clients are relevant and focused, and are continually improved. The reports I have produced and the presentations I have made were well received by all my clients. As a result of the combination of my analytical thinking and interpersonal and communication skills, my brief has been extended to lead the development of the strategic plan for the organisation.

Example 2:
(a)
The unit I was attached to was responsible for producing a management report and supporting oral presentation for several large clients, some with significant problems and issues to report. In some cases the management report was publicly available and was subject to a great deal of scrutiny. A new style/format of management letter needed to be developed for my clients, as many of the clients were complaining that the letters were too large/long and difficult to read.

(b) I was tasked with developing a new style of management letter for the clients. I had to meet stringent quality requirements/criteria whilst addressing the need to reduce its size. Following consultation, mainly over the phone and face-to-face, with the majority of our clients, I realised that a summarised report format with a better visual and more interactive presentation was the answer. I developed a format for a summarised report, reducing the average length from 40 pages to just 10. I achieved this through careful editing of information and increased use of graphs etc. I then developed a more focused presentation to clients and included more graphical displays and incorporated short presentations by colleagues directly involved in producing the work. During the presentations I encouraged clients to ask questions and develop their understanding of the issues at hand.

(c)The summarised management report and improved presentations were seen as a success by the clients, who with exception, in responding to an evaluation survey, found the new format/style better than the previous, and all requested that the revised system should be continued.

Example 1 (above):

This is not a good example because it:

– does not give sufficient details of exactly what the person did or how they actually demonstrated their “effective communications skills”, also, it is not clear where the information requested at (a), (b) and (c) above is presented.

EXAMPLE 2 (ABOVE):

This is a better example because it:

– describes exactly what the person did and how they communicated, for example

“…..consultation, mainly over the phone and face-to face” & “developed a format for a summarised report, reducing the average length from 40 pages to just 10” “achieved this through careful editing of the information and increased use of graphs”. “Encouraged clients to ask questions”

– Also, it is clearer where the information requested at (a), (b) and (c) above is presented.

Reminder:

Please note that all competencies must be completed at the time of application.

Failure to complete all areas of the application form may result in you not being brought forward to the interview stage of the selection process.

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