Skills Assessment for Housing Officer

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