Learn with us. Improve with us. Influence with us. Improving resilience : Supporting tenants & employees with well-being Julie Nicholas, CIH

Learn with us. Improve with us. Influence with us. www.cih.org

Improving resilience: Supporting tenants & employees with well-beingJulie Nicholas, CIH Cymru & Louise Evans, GofalTai Pawb Conference, October 2014

Learn with us. Improve with us. Influence with us | www.cih.org

Frontline Futures: New Era, changing role for housing officers

• What is the nature & value of 21st century frontline housing professional role?

• What support is needed• What are key competencies

– skills, attitudes and behaviours

• What is the impact of networks and new technology?


Frontline Futures: Methodology

• Surveys• Appreciative enquiry• Focus groups• Interviews • Webinars• 1k+ participants


21st Century Context• Macro climate has hit tenants, LAs, social landlords

and housing-related support organisations hard• Government and governance• Not enough affordable homes• quality– especially private rented• not enough money• tenants under pressure: low wages, welfare

reform– Disproportionate impact

• housing providers under pressure: more for less– Housing professionals under pressure


Findings: The industry is changing

• A ‘social heart and commercial head’ –frontline workers will be expected to

be much more commercially minded–With a strong sense of social value –And a Can Do attitude

• not precious about rank or job boundaries, but prepared to take responsibility and get things done


Future qualities & competencies• Ability to be effective in a quickly changing environment• Ability to solve problems• Good people skills – to interact, liaise & negotiate• Resilience and emotional intelligence • Ability to analyse & interpret customer insight intelligence• Ability to be self-aware, critically reflect & keep learning• Confidence to assess and take calculated risks• Ability to connect experience on the ground with bigger

picture• Ability and willingness to make a positive contribution to

team culture and to inspire and gain the confidence


6 principles of future frontline role1. Differentiated : using data intelligence to guide how time

is used, rather than providing blanket service for all 2. Relational: doing things with residents, rather than doing

things to or for them3. Interactive : working alongside professionals from other

disciplines to achieve broader range of outcomes 4. Varied and creative : finding solutions, even if they lie

outside of ‘normal activity’ 5. Engaged and impactful :doing things with the intention

of having a positive impact on people’s lives and the organisation’s bottom line

6. Novel and anticipatory: doing something now to avoid negative consequences later on.


What does this mean?• Specifically frontline workers need support to

develop competencies and resilience– developed through new training approaches– help deal with challenges of changing & complex role– to develop networks & self-manage– to respond to situations & crisis creatively &

effectively.


Change is not just about the frontline!

• Call for evidence is on now!


future Challenges• doing more than more with less than less

– To deliver services to (vulnerable) customers

• equality and diversity in the professionhttp://www.cih.org/presidentialcommission

• the autonomous housing professional trained, supported, networked

• Are you a revolutionary?


Wales is different• One Housing System• Partnership Working• Equality & Social Justice• Housing = Government Priority• ‘social’ Housing = a good thing fighting back #CouncilHomeChat• Innovation in challenging times: Finance and Co-ops• CIH Cymru new ‘Frontline Futures’ training offer

– build a coaching-based relationship with customers• Housing led regeneration – the i2i experience• autonomous housing professional: trained supported

networked• Are you a revolutionary?


diolch yn fawrthank you

[email protected]

@JulieNCIH

Frontline futures report:http://www.cih.org/resources/PDF/Policy%20free%20download

%20pdfs/Frontline%20futures%20report%20final.pdf

Documents

Learn with us. Improve with us. Influence with us. Improving resilience : Supporting tenants & employees with well-being Julie Nicholas, CIH