Neighbourhood Coordinator

**Role Profile - Family/Tier 5+**
Job Title: Reporting to:
Neighbourhood Neighbourhood Team
Coordinator Manager

Directorate: Location:
Regional Housing Blended - Home and PA
Offices and properties

Risk Assessment R1: Office Worker

**Role Purpose**:
Representing #TeamPurple on the frontline you will act as the face of PA Housing by being a positive ambassador for the services that we provide, working with both internal and external partners to deliver excellent services to our customers.

You will take ownership of your own neighborhood, making sure that it is clean and safe for our customers, whilst building positive relationships with customers in the local community.
Promote and engage collaboratively within all our communities and support them to become more cohesive, sustainable, and vibrant.

Promote and deliver engagement to ensure our residents can influence and drive service improvements, adapting our offer to enable more residents to engage with us as our services evolve.

**Role Impact Statement**:
Delivers day to day operational activity focused on internal and external customer management and overall team wellbeing. A leader of the future you will focus on outstanding operational performance constantly seeking improvement. You will role model best behaviours ensuring open and honest interaction with teams to develop trust and challenge when things aren’t right.
**Key Accountabilities**:

- To project a positive image of PA Housing by providing an excellent level of customer service to internal and external customers.
- Continue to evolve our menu of engagement activities ensuring there is a range of diverse ways people can connect with us, have a voice, influence our services, and make improvements.
- To actively engage with our residents to encourage their participation and involvement in neighborhood events.
- To facilitate a resident voice using communication frameworks to allow our residents to give open and honest feedback on our service and areas of improvement.
- To ensure that our resident involvement structures operate effectively. This includes developing agendas, supporting formal meetings, following up actions, communicating with stakeholders and ensuring all resident feedback routes are coordinated and delivering effective outcomes for the customer.
- Ensure that we work within our communities to identify the issues and concerns in our neighbourhoods. Enabling customer support to enable these to be raised and work with the community members and others to develop solutions and make improvements.
- To build effective relationships with residents and develop their capacity to influence all aspects of our work so that they can make a real impact on our service delivery.
- Be an advocate for the benefits of resident involvement and ensure this is embedded in your everyday work.
- Support the structures needed so that all residents have the opportunity to get involved and ensure involved residents have a strong voice in decision making
- Build strong links with our customers within your neighbourhood, spending at least

80% of time out in the neighbourhood.
- Ensure that regular communication is shared via a range of tools including face to face, and photographs, social media, via the PA Housing website, on noticeboards or through

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Version 001- 31/03/2023

**Role Profile - Family/Tier 5+**
Job Title: Reporting to:
Neighbourhood Neighbourhood Team
Coordinator Manager

Directorate: Location:
Regional Housing Blended - Home and PA
Offices and properties

Risk Assessment R1: Office Worker

PA on tour events.
- Working with the PA on Tour lead to plan, deliver and report on PA on Tours in your neighbourhood.
- To be the face of PA Housing; representing Team Purple out on the frontline and in the heart of our neighbourhoods. You will help to actively promote to our customers via these tools that you are the neighbourhood coordinator for the areas that you manage.
- Proactively respond to any queries that are raised in relation to your neighbourhood keeping customers updated on progress and updating our CRM system to keep internal colleagues updated.
- Actively recruit Neighbourhood Champions within your Neighbourhood and meet with them on a bi-monthly basis.
- Complete regular tenancy visits to new tenants during their 12-month starter period to encourage positive relationships within their neighbourhood and across PA Housing services.
- To complete a planned program of tenancy audits of tenancies within your

Neighbourhood checking that customers are receiving all the services that they are entitled to, that everything is working as it should within the property and that there have been no major changes in the tenancy since it began.
- Undertake property inspections on your patch to an agreed schedule, ensuring that all risks are appropriately managed and all identified repairs and maintenance needs are followed through for prompt action
- Complete Personal Evacuation Plans for resident