Job Description Team Leader Human Resources

Transcription

1 Department: Primary Location: Award/Classification: Status of Employment: Accommodation Services Date Reviewed: February 2017 As Per Employment Contract Social Community Home Care & Disability Services Award 2010 (Level 7) As per individual contract Reports To: Operations Manager Position Summary In collaboration with the Operations Manager, the is responsible for management of the designated regional team and the provision of property and tenancy management, support service liaison, tenant engagement community development and other stakeholder liaison. This includes; Providing leadership, coaching, training and direction to regional staff Providing expert social housing knowledge and advice to the team in relation to all aspects of tenancy management Ensuring the team delivers a highly responsive and professional property and tenancy management service Working collaboratively with the Operations Manager, staff tenants, support services and other stakeholders to fulfil Unity s values and vision for affordable housing and sustainable communities Encouraging and supporting a culture of dignity and respect for staff, tenants, stakeholders and colleagues Achieving the service standards expected in relation to tenants, the local community and to other stakeholders Key Reporting / Working Relationships Internal External Regional Team Tenants and tenant advocates Operations Manager Chief Operations Officer and other Executive staff Assets and Maintenance Team Community Connect Team Corporate Services Special Conditions Hours of work are as per contract Community Housing and Homelessness sector (SA) Renewal SA and Housing SA Support Service Providers Funding Authorities Position is based at the regional office but there may be a requirement to work across all Unity sites A six month probationary period will apply 5 weeks annual leave Some out of hours work will be required during peak times of activity or tight deadlines and will be negotiated in advance, and overtime or TOIL will apply Prior to appointment and on an ongoing basis staff must undergo a satisfactory police check Current full drivers licence required with no limitations This position has mandatory reporting requirements under child protection legislation and appropriate training must be completed Job Description Version 1.0 (24/02/17) Unity Housing Company Page 1 of 6

2 KEY RESPONSIBILITIES Operational Supervision Time Spent (%) Provide supervision and direction to a multidisciplinary team under the guidance of the Operations Manager, and assist with the management of 50% performance expectations and outcomes Provide leadership and mentor housing staff in the delivery of professional property and tenancy services Assist in the recruitment, induction, supervision, training and performance management of staff Support the team to work within Unity s documented policies and procedures Work collaboratively with the assets/maintenance team to ensure the effective management of property maintenance Ensure the designated team undertakes required administrative functions to enable adequate data collection, analysis and reporting, organisational database usage and SACAT applications Supervise staff to ensure compliance with relevant program guidelines, legislation and industry standards and that reporting and compliance requirements are met Contribute to the development and implementation of Business Plans, service priorities, and budgets Approve budgeted program expenditure within delegations of authority Ensure all WHS, EEO and other legislative requirements are met both within the workplace and in the provision of services Service Delivery Time Spent (%) Supervise the provision and delivery of services within the designated team Ensure Unity maximises occupancy rates across all property portfolios through appropriate allocations decision making and operational processes 20% Ensure tenant management practices are professionally undertaken in accordance with all SACAT requirements and Unity s policies and procedures, are followed in the management of rent arrears, tenant damage and inappropriate tenant behaviour Facilitate ongoing tenant engagement and community participation within the region Effective management of assigned projects, such as a smooth transition for tenants and other stakeholders during the stock transfer process In collaboration with the Operations Manager, provide site management within the assigned region to ensure the buildings and grounds of all office locations are appropriately maintained and provide a safe environment for staff, tenants, contractors and visitors In collaboration with the Operations Manager, ensure appropriate and safe staffing levels are maintained Maintain regular communication with the Operations Manager regarding all individual and team based key performance indicators Other duties as appropriate Job Description Version 1.0 (24/02/17) Unity Housing Company Page 2 of 6

3 Continuous Improvement, Service Quality and Compliance Time Spent (%) Continually monitor service activity to ensure the needs of tenants and key stakeholders are consistently met 15% Recommend improvements to service activity and documented policies and processes Ensure tenant complaints and disputes are appropriately managed in accordance with organisational and regulatory requirements Under the guidance of the Operations Manager, acknowledge, investigate and respond to service complaints and appeals where appropriate Relationship Management (internal and external) Time Spent (%) Ensure positive and appropriate workplace relationships and communication within the team and with other divisions that supports 15% Unity s organisational culture and code of conduct Maintain industry knowledge and technical expertise through participation in industry networks and identified training opportunities Develop and maintain effective liaison with MOU partner agencies, referring to and providing ongoing support to tenants in Unity s Housing programs Assist Unity to promote and communicate its aims and services in a proactive and positive manner Ensure the values and culture of Unity are integrated into all internal and external business relationships Key Performance Indicators The following areas will be assessed and measured through Unity s Performance Review and Development Program to monitor effective performance in accordance with the requirements of this Job Description and the employment contract: Professional tenancy and property management that meets legislative requirements and industry standards in accordance with Unity s Tenant Service Charter Effective management of tenancy budget, specifically the management and reporting of vacancies, rent arrears and associated debt Effective relationship management with support agencies and other stakeholders to achieve agreed outcomes Effective coordination and collaboration with the work of other members of the Unity Team Development and processing of high level documentation including internal operational reports, general correspondence, SACAT hearing evidence and other organisational documentation Ensure assigned team members are proficient users of the SMAART database through the provision of training and support Specific Performance Measures (KPIs) will be identified in conjunction with the Operations Manager for this role to ensure that outcomes detailed in the above Key Responsibilities are properly measured in determining the level of performance. Job Description Version 1.0 (24/02/17) Unity Housing Company Page 3 of 6

4 Values and Behaviours All Unity staff are required to model the following behaviours and values and participate in performance reviews and management as directed and in line with published expectations as outlined in the Code of Conduct, Strategic Plan and related documents. Respect and social justice Innovation and creativity Collaboration and partnerships Leadership and continuous improvement Accountability and honesty Sustainable Housing in vibrant communities PERSON SPECIFICATION Education/Qualifications Certificate IV in property management or relevant industry experience A current driver s licence Certificate IV in Frontline Management (or be willing to attain within a negotiated timeframe) or equivalent experience Experience Extensive experience in providing professional supervision, leadership, and operational management in a property management or other housing organisation Proven ability to positively lead a team in a fast moving, changing environment ensuring the continued delivery of high quality services Demonstrated empathy for and capacity to communicate effectively with all tenants, especially those with complex needs High level written communication skills, including the ability to produce quality reports, general correspondence and SACAT hearing evidence Advanced computer/it skills including Microsoft office and property and tenancy databases Proven experience in budget management Working in a collaborative and proactive A degree in a relevant field Extensive professional experience in a not for profit environment Practical experience working with people with multiple and complex needs including disability, mental health, substance misuse issues, unemployment and/or low income Experience of site management, including ensuring buildings and grounds are appropriately maintained and provide a safe environment both in a standalone office and for co-locations with other services Ability to effectively coach and training others on IT systems Experience in community housing processes, including social housing rent calculations Experience working in regional areas, with an awareness of the specific requirements of diverse communities Job Description Version 1.0 (24/02/17) Unity Housing Company Page 4 of 6

5 Experience manner to promote solutions Demonstrated analytical, problem solving and advocacy skills Ability to manage property and tenancy management services in accordance with corporate objectives, values and legislative requirements Experience in liaising with tenants with complex issues, support workers, service providers, families and carers Capacity to work within the ethos of a community based service organisation Capacity to approach issues in a systematic manner and to consider individual issues in their broader context Ability to develop a culture and practices within a team to proactively prevent and resolve conflict and provide effective mentoring to develop relevant skills Relevant experience in providing professional supervision, performance management, leadership and operational management of a multidisciplinary team Leadership, negotiation and conflict management skills The ability to work with minimal supervision within a regional team context Knowledge Applied knowledge and practical application of the Residential Tenancies Act and SACAT processes Understanding of challenges faced by vulnerable tenants in maintaining sustainable tenancies, especially people living with disability, ageing and living with complex needs Sound knowledge and understanding of risk assessment, reporting and management, WHS, privacy and confidentiality protocols, duty of care and quality systems Comprehensive understanding of the characteristics and indicators of quality Knowledge of housing and support resources within the designated region Understanding of quality systems, particularly in relation to social housing National Community Housing Standards National Regulatory System for Community Housing Strata Management and the Strata Titles Act Job Description Version 1.0 (24/02/17) Unity Housing Company Page 5 of 6

6 Knowledge service provision Applied knowledge of the current housing and homelessness sector and relevant service providers within the assigned region Approval: Chief Executive Officer Date: 24 February 2017 I acknowledge receipt of and agree to the duties and expectations as outlined within this job description. Name: Signature: Date: Job Description Version 1.0 (24/02/17) Unity Housing Company Page 6 of 6