Job Specification. Intelligence, Insight and Communications. Senior Engagement Officer. Leadership Type: Operational Leader Grade: 9

Transcription

1 Job Specification Senior Engagement Officer Intelligence, Insight and Communications Leadership Type: Operational Leader Grade: 9

2 Southampton City Council The Council Strategy sets out our vision to create a city of opportunity where everyone thrives. Delivering this is essential if we are to help make Southampton the city our residents deserve. A city where people have opportunities to succeed and are able to live healthy, happy lives. While our strategy focusses on what the council can do, we acknowledge that we can t do everything ourselves. Our City Strategy has been created by business, public, and community and voluntary sector organisations in the city, operating under the name Southampton Connect. With an overarching goal of prosperity for all, the City Strategy focusses on economic growth, skills and employment, and healthier and safer communities. This partnership approach is indicative of the spirit of the city we are Team Southampton. Being part of the Southampton City Council team requires people who are willing to take personal responsibility for delivering excellence, to work with others to achieve the best possible outcomes, to embrace change and new opportunities, to make the most of the resources available to us and to think and act in the best interests of our customers the residents of Southampton. Intelligence, Insight and Communications The Intelligence, Insight and Communications Team form part of Southampton City Council s strategy hub. As part of this, the Customer Insight and Engagement Team are responsible for developing and delivering customer insight to ensure that the customer is at the heart of everything we do. This includes gathering and analysing feedback from customers, residents and stakeholders, undertaking market and social research, conducting consultations and engaging with communities, service users and staff. The team enables the council to better understand customer behaviours and motivations, informing strategy and decision making, changing behaviours and transforming services. Organisation Chart Service Lead - Customer Insight and Engagement Senior Research, Insight and Consultation Officer Senior Engagement Officer Research, Insight and Consultation Officer Engagement Officer - Children and Young People Community Engagement Officer Engagement Officer - Looked After Children

3 Job Description Purpose of Role To ensure that the diverse communities of Southampton are engaged and supported to have their say about services and issues that affect them, so that their views and perspectives inform decision making and service delivery. To develop and deliver a programme of community engagement that focuses on building ongoing relationships and dialogue with community groups and key stakeholders. To identify opportunities, implement and support initiatives to improve community cohesion. Key Accountabilities 1. To develop, coordinate and oversee a comprehensive and effective programme of community engagement and participation, focused on building relationships and ensuring there is ongoing dialogue with community groups and key stakeholders of all ages. 2. To design and deliver engagement activities with diverse communities across Southampton, using a full range of techniques so that they are meaningfully engaged and supported to have their say on services and issues that affect them. 3. To analyse and communicate findings from engagement and participation activities to a wide range of stakeholders, ensuring they inform decision making, transformation and service improvement. 4. To provide professional and technical oversight and support relating to community engagement and children and young people participation, working across the council and with key partners, and ensuring views are appropriately obtained. 5. To develop and implement effective and efficient community engagement frameworks, toolkits and timetables, to ensure there is a joined up, consistent and efficient approach across the organisation and key partnerships. 6. To work with services, partners and other stakeholders to review and define requirements relating to community engagement, and to evaluate the effectiveness of activities. 7. To proactively support services and partners in developing action plans arising from the results of participation and engagement activities. 8. To develop innovative and effective ways of consulting and engaging harder to reach and underrepresented communities across the city. 9. To promote community cohesion, identifying risks, issues and opportunities for improvement and to deliver Prevent activity, working with local communities to strengthen their understanding of Prevent work. Functional Responsibilities - Delivering high quality community engagement activities. - To manage the Community Engagement Officer and Engagement Officer Children and Young People posts. - To support Prevent activity. Key Relationships - Line Manager Service Lead, Customer Insight and Engagement - Service Director Intelligence, Insight & Communications - Strategy Hub Service Directors and Service Leads - Operations Hub Service Directors and Service Leads - Team Intelligence, Insight and Communications Team - Southampton City Council Council Members

4 - Community, voluntary and faith based organisations across Southampton - Strategic partners and other agencies and organisations Core Responsibilities Financial Management 1. To manage Intelligence, Insight and Communications services within budget. 2. To comply with the council s financial policies and requirements. 3. To identify and propose opportunities for innovation, commercialisation, cost savings, cost recovery or income generation. Customer Relationships 1. To manage Intelligence, Insight and Communications services in accordance with agreed service standards. 2. To monitor and act upon customer feedback to improve customer experiences and to meet or exceed customer satisfaction. 3. To build and sustain excellent collaborative working relationships with senior managers, Members, partners and other stakeholders. 4. To develop and deliver a strategy and programme of community engagement and children and young people s participation which ensures the views and perspectives of communities in the city are used to drive service delivery and improvement. Operational Effectiveness and Compliance 1. To manage the Engagement team in accordance with HR policies and practice. 2. To undertake continuous improvement activity to improve the effectiveness of services. 3. To comply with all council policies in relation to Health and Safety and Information Governance. 4. To escalate risks and issues which may impact any aspect of performance or the council s reputation. 5. To deliver reliable insight about diverse communities in the city to enable informed decision making, mitigate risk and identify opportunities for improvement. Organisational Capability 1. To improve employee engagement and satisfaction. 2. To manage the performance and development of direct report and project teams in accordance with the council s agreed performance management approach. 3. To identify and develop talent. 4. To plan and undertake personal development including CPD and leadership and management development. 5. To develop change readiness capability within the team.

5 Additional requirements Other Contractual Post Requirements Standby Payment Fire Marshall First Aider Politically Restricted Politically Sensitive Tool Allowance Emergency Planning Rota Contractual Car User (see intranet for more information) DBS (see intranet for more information) Basic Disclosure (see intranet for more information) 1. The duties and responsibilities highlighted in this job description may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, scope and grading of the post. 2. The post holder must have the ability to understand the needs of the city s diverse and changing population and to implement the Council's Equal Opportunities Policy at a level appropriate to the job and must at all times carry out his/her responsibilities with due regard to the Council's Equal Opportunities Policy. 3. The post holder is required to be familiar with the Council's Health and Safety Policy and be aware of and observe any part of the policy related specifically to the duties and responsibilities of the post. 4. The post holder will be required to carry out their duties and responsibilities in accordance with all relevant Council and professional codes of practice, including demonstrating the relevant behaviours as defined in the Council s Organisational and Leadership Behaviours Framework.

6 Person Specification Essential Qualifications Degree or equivalent professional qualification or equivalent experience. Essential Experience and Skills - To have significant experience of working with diverse communities, including harder to reach, vulnerable and minority groups and building positive relationships with them. - To have significant experience of designing, delivering and evaluating effective community engagement programmes and activities. - To have knowledge of best practice models, trends and tools relating to community engagement and community cohesion, and how they can be applied to large organisations. - To have experience of constructively working with a range of stakeholders, including the voluntary sector and a range of community groups. - To have experience of coordinating, undertaking and facilitating effective participation and engagement exercises, and using the results to identify service needs and opportunities for improvement. - To have experience of providing line management, including managing the performance and development of direct reports. - To have experience of initiating and developing effective working relationships with a range of partners and stakeholders, and proven ability to use influencing and negotiating skills to deliver shared objectives. - To have numerical, research and analytical skills, and experience of interpreting results verbally and in writing, in ways appropriate to the needs of diverse audiences. - To demonstrate an understanding of equality issues and how they affect engagement and participation with communities. - To have ability to provide a service in accordance with service level agreements and/or customer service standards. - To have ability to manage a budget in accordance with financial policy and requirements. - To have an understanding of the role and activity of local government. - To have the ability to provide balanced professional advice and guidance to senior decision makers in a complex political setting - To have excellent communication skills, including experience of using social media channels and other tools to help with engagement activities. - To have excellent level of IT literacy to be able to use self-service, digital user platforms and applications and MS Office. - To have excellent verbal and written communication skills, and experience of presenting information verbally and in writing, in ways appropriate to the needs of diverse audiences. Essential Behaviours - Takes personal responsibility. - Works with and through others. - Embraces change. - Balances commercial demands. - Customer orientated.

7 Performance Contract Name: Job Title: Date: PERFORMANCE CONTRACT Objectives and key result areas (please develop up to 5 goals) Goal 1: Goal 2: Goal 3: Goal 4: Goal 5: Personal

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