Divisional Community Engagement Off

Job Title: Divisional Community Engagement Officer
Contract Type: Permanent   
Salary: £31,931 (£35,123 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time   
Working Pattern: Monday to Friday, Hybrid 
Location: West Bromwich, Sandwell PFI 

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Divisional Community Engagement Officer 

You will lead and manage the delivery of a quality, effective service to customers across the two PFI estates, driving continuous improvement. You will build strong operational relationships with both internal and external stakeholders to maximise the number of customers who know about the support and opportunities that are available, as well as building strong strategic partnerships with external stakeholders to secure opportunities for our customers. 

About you

We are looking for someone who 

• Degree in Community Development, Social Work, Housing Management or related field
• Minimum 3 years’ experience in community engagement or resident involvement
• Experience in stakeholder management and partnership working
• Ability to work with diverse communities and stakeholders

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 
• 28 days holidays plus bank holidays
• Flexible working options available
• 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.

Applications may close before the deadline, so please apply early to be considered. 

Role Profile 

Resident Engagement & Community Development

• Develop and implement resident engagement strategies aligned with PFI contract requirements and key performance indicators. Ensure KPIs are met from the Output Specification of each contract to ensure no financial penalties are incurred.
• Organise and facilitate resident meetings, focus groups, and community events to encourage active participation in housing management decisions. Including organise, facilitate and record outcomes of customer meetings and events.
• Establish and support resident associations and community groups.
• Create and maintain effective communication channels between residents and various stakeholders involved in the PFI scheme
• Identify new methods of engaging with new and existing customers considering the use of emerging technology.
• Produce clear, accurate information and materials for colleagues for their use when engaging with customers and encouraging participation in the Customer Panel.
• Develop and maintain an up-to-date register of vulnerable tenants within the community, ensuring accurate and confidential records are kept. Conduct regular home visits to assess their well-being, identify any emerging needs, and provide ongoing support.  Actively signpost vulnerable tenants to relevant support agencies, services, and resources to address their needs effectively. Build and maintain strong partnerships with external organisations, such as social services, healthcare providers, and charities, to ensure tenants receive timely assistance.  
• Oversee the day-to-day management of the community bungalow, ensuring it is a safe, welcoming, and inclusive space for all ages. Plan, coordinate, and promote a diverse range of activities and events that cater to the needs and interests of the entire community, fostering engagement and participation.  
• Providing outreach and brokerage with young people including those currently in low-paid employment, to promote access to training and progression opportunities
• Manage the aids and adaptation budget, ensuring accurate allocation and expenditure tracking, while overseeing the end-to-end process of tenant applications, including assessment, approval, and implementation of necessary adaptations to meet their needs.
• Oversee the Elderly Garden Scheme, including budget management, coordination of gardening services, and ensuring timely delivery of support to elderly tenants to maintain safe and accessible outdoor spaces.
• Oversee the management of vulnerable tenants in a high-rise block, understanding the unique complexities of their needs, and conduct regular visits to ensure their safety, well-being, and access to necessary support services.

Stakeholder Management

• Liaise between residents, The PFI team, asset management contractors, and local authority partners and stakeholders. Coordinate with the asset teams and contractors to ensure resident feedback is incorporated into service delivery.
• Prepare and present regular reports on community engagement activities and outcomes to PFI contract managers and stakeholders. 
• Build and maintain strong relationships with local community organisations, council services, and support services
• Regularly review and update the Terms of Reference (ToR) for scrutiny meetings to ensure they remain aligned with organisational goals, community needs, regulatory and contractual requirements. Monitor compliance with the ToR during meetings and ensure all objectives are being met.  
• Produce clear, accurate information and materials for PFI colleagues for their use when engaging with customers and encouraging participation in the Customer Panel. 
• Support Front Line Colleagues in engaging with local customer groups, acting as a Centre of Excellence, providing advice on constitutional issues and effective scrutiny and funding applications. 
• Promote opportunities for customers to engage with and be involved in key decision making through Customer Panels/ The Neighbourhood Monitoring Panel and other meetings and events, including via digital channels, ensuring they have the appropriate skills and opportunities to evaluate, scrutinise and shape service delivery. 
• Work with customers to minimise and resolve issues and complaints, liaising with the Project Team to resolve escalated complaints as required. 
• Develop links with partner organisations, colleges, adult education centres and other training services to promote training programmes for customers
• Champion the customer and lead by example, role modelling our Riverside values, to create a strong customer focused culture

Service Improvement

• Monitor and evaluate resident satisfaction levels through surveys and feedback mechanisms
• Identify areas for service improvement through resident consultation and feedback analysis
• Develop action plans to address identified issues and implement solutions within PFI contractual frameworks
• Ensure compliance with PFI contract requirements regarding resident engagement and satisfaction
• Prepare and present a comprehensive annual report detailing the outcomes, achievements, and impact of scrutiny meetings over the year. Highlight key successes, areas for improvement, and recommendations for future actions to enhance community engagement and decision-making processes. 
• Lead the creation of a bespoke quarterly newsletter tailored to the needs and interests of the community and key stakeholders. Collaborate with internal teams and external partners to gather relevant content, including updates, success stories, and upcoming initiatives. Ensure the newsletter effectively engages key stakeholders by highlighting achievements, opportunities, and community impact. Oversee the marketing and distribution of the newsletter through appropriate channels (e.g., email, social media, print) to maximise reach and engagement. Monitor feedback and analytics to continuously improve the newsletter’s quality and effectiveness.  
• Develop and produce a You Said, We Did" leaflet to communicate key achievements, actions, and future priorities to customers. Use insights from the annual contract management plan and customer satisfaction surveys to highlight successful outcomes and demonstrate how customer feedback has been addressed. Collaborate with relevant teams to gather data, success stories, and future goals. Ensure the leaflet is visually engaging, easy to understand, and tailored to the needs of the community. Include clear examples of what has been achieved and outline plans for further improvements or initiatives.  Oversee the distribution of the leaflet through appropriate channels (e.g., direct mail, digital platforms, community hubs) to ensure it reaches a wide audience. Use the leaflet as a tool to foster transparency, trust, and ongoing engagement with customers.  

Project Management

• Manage community development projects and initiatives within allocated budgets, report monthly on your budget breakdown accounting for any overspends.
• Coordinate resident involvement in asset management and maintenance programs
• Oversee community facilities and spaces within PFI developments
• Monitor and report on project outcomes and KPIs
• Actively promote the bungalow and its activities to the wider neighbourhood through various channels (e.g., social media, flyers, local partnerships) to increase visibility and participation. Build strong relationships with residents and stakeholders to ensure the bungalow remains a vibrant community hub.
• Ensure compliance with Riverside policies and procedures relating to equality and diversity, data protection, communication and health and safety
• Undertake personal development and training as necessary to keep up to date with housing legislation and service delivery skills

Person specification

Knowledge, Skills and Experience

Essential

• Degree in Community Development, Social Work, Housing Management or related field
• Minimum 3 years’ experience in community engagement or resident involvement
• Experience in stakeholder management and partnership working
• Ability to work with diverse communities and stakeholders
• Knowledge of housing regulations and resident involvement standards
• Strong understanding of social housing sector and resident engagement principles
• Excellent written and verbal communication skills and the ability to communicate effectively with people from a wide range of backgrounds
• Strong influencing and negotiation skills and experience of effectively managing internal and external stakeholders
• Ability to work autonomously and a can-do attitude
• Experience of seeking best practice to drive continuous improvements 
• Ability to manage and prioritise own workload to achieve personal and team targets
• Experience of providing information, advice and guidance for customers seeking to move into employment, training, and related opportunities, including those experiencing significant barriers to employment and training; including young people, lone parents and those who have not worked for some time
• Understanding and knowledge of confidentiality, data protection and equality and diversity
• Awareness of the importance of health and safety issues
• Valid Driving License with access to a vehicle for business use

Desirable

• Knowledge of PFI contract management and performance monitoring
• Experience with resident satisfaction surveys and feedback analysis
• Understanding of social value measurement and reporting
• Familiarity with housing management systems
• Experience of managing and motivating teams and reporting on performance
• IAG or CIAG professional qualification or equivalent experience

Additional Information

• This role requires a DBS check and involves travel between different sites within the region. A valid UK driving license and access to a vehicle is essential.