Director of Housing and Resident Services – The Iveagh Trust

Role Purpose:
This new role will direct and integrate The Iveagh Trust teams in Housing, Estate Management, The Iveagh Hostel and the Response and Cyclical Maintenance service to create a new, best in class, one-stop-shop, for all Housing and Resident Services.
This role will provide strategic direction and leadership as well as operational excellence and compliance, supporting the maintenance and development of Iveagh Trust communities that thrive.
This will include strategies for the effective development and deployment of policy, process and people needs through the achievement of strong cross-organisational collaboration, the development of key partnerships, and cost-effective contract development and delivery.
As the leader of a newly forming Housing and Resident Services Department/function, this role will be able to work at all levels, on the ground and in the Boardroom, to bring their experience and direction to life with individuals and teams as needed.
Location: Multi-site, Head office Bull Alley Street
Reporting to: CEO
Responsible for: Estate Teams, Housing Team, Hostel Team, Maintenance Team
Contract: Permanent
Salary: Depending on experience

Pay & Benefits
The Iveagh Trust offers excellent terms and conditions of employment:
Salary commensurate with experience.
Mileage – Mileage allowance will be paid in respect of all car mileage on Trust business at a fixed rate.
Annual Leave – 25 days – increasing after three years+ service to a maximum of 28 days.
Pension – Very generous Defined Contribution Pension Scheme with employer contributions of up to 15% (when matching an employee contribution of 10%), lower contribution options are also available.
Death in Service Cover.
Full Employee Assistance Programme for you and your family.
Group Health Insurance Scheme providing discount to employees.
Generous and supportive sick pay scheme.
Family Friendly Policies and Practices including Blended Working, Flexi-time, Maternity & Paternity pay.
Full induction and ongoing training and development opportunities.
A positive, creative and focused approach to targets and outcomes for staff and residents.
Commitment to the mission and ethos of the Trust and a demonstrable interest in social and affordable housing provision.
A high level of professionalism, commitment to the job and a ‘’solution focus’’.
A positive, team-oriented spirit.
Values integrity in work and working relationships and in decision making practices.
A high standard of personal accountability.
Excellent communication and interpersonal skills.
Excellent influencing & negotiation skills.
Ability to plan, direct and participate directly in delivering an excellent experience for residents.
Commitment to the highest standards of excellence in housing, health and safety, and resident services.

Essential Experience
Ten plus years’ experience of working in a housing/property environment with at least five years at a senior level.
Knowledge and experience of housing and policy practice and the legislate and regulatory frameworks governing Approved Housing Bodies, and delivering on same.
Strong commercial acumen including budget and cost control management.
Experience of developing policy and strategy.
Experience in dealing with complex situations in a multi-stakeholder environment.
Relevant third level qualification and/or professional qualification (ICSH/CIH/IAVI).
Proven ability to lead and support others, promote a positive team spirit and facilitate the professional development of a team/s.
Computer literacy, specifically a strong working knowledge of Microsoft Excel, Word and Outlook.
Substantial experience working with Housing Management software solutions and utilising IT to automate processes, deliver efficiencies and improve services.
Ability to guide and deliver on functional GDPR compliance.
Full clean drivers’ licence with access to own vehicle.
Must speak fluent English and be eligible to work in Ireland.

Experience within the social/affordable housing sector would be beneficial.
Holding a PRSA licence is beneficial.
Job Profile
Strategy Development & Delivery
Be an active member of the Senior Management Team (SMT) in developing and delivering The Iveagh Trust strategy and through supporting fellow SMT members in the delivery of wider ambitions.
Implementation of new initiatives throughout the organisation, ensuring a pragmatic, economic, effective delivery and follow up:
Investigating opportunities for growth and development of the service and planning for the continuous improvement and innovation of the service.
Ensuring staff resources are in place to operate our services to The Iveagh Trust standards.
Developing and maintaining deep insight of our Resident needs and service demands which will be used to shape our policies and practice.
Developing appropriate policies, procedures and processes to underpin key deliverables.
Reporting to the CEO and Board on strategic direction.
Residency Management / Resident Experience
This role will oversee the formation of a ‘‘One-Stop-Shop’’ for all resident services ensuring that The Iveagh Trust delivers a high quality, effective resident experience that aligns wholly with our organisational values. This will take ongoing account of changing demands while delivering on our strategic aims. Specific service functions include:
Hostel Management
Allocations management
Response Maintenance & Cyclical Maintenance Management
Rent collection and arrears management
Promotion of neighbourhood and community, and addressing nuisance and anti-social behaviour
Community-building, resident engagement and communications
Estate and Hostel Services
This role will ensure that our estates and hostel services are designed and maintained to meet the local community needs. Our communal areas should be well used and maintained, help instil community pride and promote well-being.

Specific service functions would include:
High standard of Estate and Hostel upkeep and maintenance.
Resident consultation and engagement in all estate related matters.
Overseeing management company contracts and deliverables (standards).
Develop and deliver high quality services to our older residents both in older person specific housing schemes and in general needs housing to maintain independent living in a safe home environment.
Develop and deliver appropriate services and supports for our Hostel Residents consistent with the Trust standards and strategy.
Operating Environment
Change is a continuing feature of housing. Change will occur as a result of legislation, funding schemes, the regulatory framework and changes in the political landscape. Our housing services must remain alert, responsive to, and compliant with all relevant changes.

Specific service functions would include:
Aware of new housing legislation and regulatory changes ensuring that The Iveagh Trust is compliant.
A comprehensive knowledge of all applicable funding scheme contracts and service level agreements. Ensure that the Iveagh Trust meets with all associated contractual obligations governing nominations, vacancies, rent setting etc.
Providing research and data to inform our policy positions.
Networking with other AHBs to devise improved systems of housing management.
Deploy IT solutions to deliver efficiencies and improve services to residents.
Seek to influence the shape of future regulation.
Planning for changing demographics and resident profiles e.g. older people, disability, diversity etc.
Financing and Budgeting
Value for money is vital – it will be a critical factor in the range of services we can afford to deliver and how we grow.

Specific service functions would include:
Ensuring a culture exists in your teams that continuously strives to achieve and demonstrate value for money.
Manage and report against budget and develop plans to achieve financial targets and cost controls.
Reviewing approaches to procurement to optimise ROI.
Prioritising arrears management to ensure income levels are maximised through consistent policies and approaches that are underpinned by early, supportive intervention and a focus on achieving a positive outcome for those residents positively engaging with us.
Liaising with the Finance team to achieve good value in all services.
Relationship Management / Networking – build and maintain strong working relationships with key relevant external partners such as councils, local authorities as well as with internal stakeholders on staff and residents.
Reporting – Monitor trends, measure delivery. Provide monthly reporting of KPI’s and efficiencies, budget spend, health and safety items and compliance tracking.
People Management and Leadership – Demonstrate a strong and consistent leadership style exhibiting the values and ethos of The Iveagh Trust. Support, educate and develop the team members as required to ensure the continuous improvement of the team and therefore services and delivery.
Quality Management – Ensure all required records are up-to-date and accurate and provide reports as necessary to fulfil compliance with external regulation and Iveagh Trust requirements and standards.
Innovation – Apply creative approach in regard to all aspects of the role for the betterment of residents and the Iveagh Trust, in its goal to provide a high-quality service for all.
Demonstrating & promoting The Iveagh Trust Values – through daily actions, communications and plans.
Personal Development – Attend/request training appropriate to your role.
Other Duties – As appropriate and related to this role.

Applications to
Applications must include the job reference code: DHRS1021-006
Please send an up-to-date CV detailing relevant accomplishments, together with an email / letter outlining the following:
Why you are interested in this job?
Why you would like to work for The Iveagh Trust?
Mary Quaid
The Iveagh Trust
Bull Alley Street
D08 R7DX
Or, by email to:
Closing date is: 4pm on Friday, 19 Nov 2021.

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