Skills Assessment for Housing Officer
Steve Penney
Created on August 27, 2024
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Transcript
Soft sKills assessment
Housing Officer
Steve Penney29 August 2024
Understanding the required skills
Part I Play
Housing Officers
Business Plan
Housing Managers
Flagship Group Values
- Effective communication techniques (e.g. assertiveness)
- Exemplary customer service
- Personality styles (e.g. Merrill-Reid)
- Emotional intelligence
- Using plain English
- Having difficult conversations
- Active listening
- Conflict resolution
- Problem solving (solution-based actions)
- Time management and prioritisation
- Mental health awareness
- Safeguarding awareness
Analysing the current efficacy of the required skills
Tenant Satisfaction Measures
Current HR caseload
Attrition
Current training
Leaver data
Recruitment process
Staff surveys
Induction process
Appraisals and 121s
Identifying skills gaps and areas of strength
- Is it working well for everyone?
- Could it be improved even more?
- Is the skill still relevant to the role?
- Are there any "shining stars"?
What is not working well?
What is working well?
- Is the skill gap an urgent issue?
- Is it a universal skill gap or more localised? Why?
- Is it required from day one, or is it better learned over time?
- Are we recruiting the right people in the first place?
- Are the induction and probationary processes being undertaken correctly?
- Is development currently available? If so, why is it not working?
Meeting the skills needs
Plan of action
Required skill
Urgency
Audience
Level
Partnership
Expected impact
- Details of each required skill
- RED (urgent action required within one month)
- AMBER (action required within three to six months)
- GREEN (long term action over six to eighteen months)
- BLUE (no action required, review again in twelve months)
- Housing Officer
- Housing Manager
- Hiring Manager
- Other
- All members
- Specific teams
- Specific employees
- Entry level (new hire to six months)
- Intermediate level (six months to two years)
- Experienced (more than two years)
- Internal trainers
- Housing Managers
- Peers
- External training providers
- Accredited bodies
- Apprenticeships
- T-Levels
- Recruitment
- HR
- Other
- Identification of where skill gap was located
- Details of expected change including timescales where relevant
Summary
Step 1
understand the required skills
Step 2
analyse the current efficacy
Step 3
identify skills gaps and strengths
Step 4
Create plan of action INCluding timescales and deadlines
Step 5
regular review of progress