REP volunteer pack

Helping to ensure our residents are at the heart of our decision making and to improve our services

Resident Excellence Panel Thank you for your interest in joining our Resident Excellence Panel. This Pack is to help you with understanding what is involved with the Resident Excellence Panel (REP). It includes an introduction to the REP, covers questions that you may have and includes an application form.

If you have any queries please contact Kate Gallant, Community Investment Manager, on 01386 420800 ext 116 or by email on Kate.Gallant@rooftopgroup.org Introduction The REP is made up of Rooftop customers and scrutinises Rooftop services to residents. It will work alongside our Customer Panel in ensuring that Rooftop has residents at the heart of decision-making. The Resident Excellence Panel (REP) will identify services to review, investigate those services and report with recommendations for improvement.

The REP has been existence for over 3 years and has completed a number of Scrutiny Reviews with recommendations that have been accepted and implemented by Rooftop. Following a review Rooftop have decided to increase the number of residents on the REP and bring in a new approach to acknowledging the responsibility and accountability involved in being a REP member.

This means that for some members of the REP who accept a level of responsibility there will be a payment of ÂŁ800 - ÂŁ1000 in cash, vouchers or training. Other members of the REP can opt not to take that responsibility or payment but would still be eligible for our current resident rewards scheme and expenses. All members would be eligible for a tablet and contribution towards the costs of broadband, if needed, as well as IT training and a CV Check (to help residents get into work). There will also be an induction and training for new members.

Following the taster sessions we will hold interviews for interested customers on Monday 5th December and Thursday 8th December 2016.

The closing date for applications is 2nd December 2016.

Download an application form here

The opportunity to find out more about Rooftop and improve our services.

Person specification Resident Excellence Panel member Person specification Resident Excellence Panel member Individual skills Area Commitment

Information and analysis skills

Communication skills

Team work

Governance

Essential Participate in training and personal skills development Regular attendance and preparation for REP meetings Take responsibility for own actions Analyse, question and challenge various types of Information Commitment to represent the best interests of Rooftop residents (going beyond individual personal interests) Non-judgemental and aware of pre-conceptions Strong written and oral communication skills Good listening skills

Respecting others and their views Ability to work in partnership with others Work as part of a team Maintain high standards of behaviour, probity and integrity Show enthusiasm and work conscientiously Adhere to the Rooftop Volunteer Code of Conduct Respect the Resident

Desirable Internet search skills Make appropriate contributions to meetings

Ability to weigh up issues and make balanced, reasonable and proportionate judgements Able to compromise and work with a positive focus

Able to think strategically Confidence in offering feedback and comment Access to email and internet and be comfortable in receiving data in this way Awareness of resident priorities Ability to share skills and knowledge to help other Panel members

Helping to arrive at judgements that are based on strong evidence and are balanced reasonable and proportionate

Governance

Equality and diversity

probity and integrity Show enthusiasm and work conscientiously Adhere to the Rooftop Volunteer Code of Conduct Respect the Resident Panel’s Terms of Reference Declare any interests and be prepared to leave the Panel if any conflict of interest occurs Represent the views of residents but not any particular group Understand, respect and reflect the needs of all diversity groups

Group competencies Team Work Communication Accountability

Behaviour Knowledge

Skills Decision-making Management Value diversity

The Panel should work in harmony, collaboratively, respect each others views, seek consensus and accept compromise where appropriate.

The Panel should share ideas, use appropriate language, listen, feedback and report on progress.

The Panel should operate with a high degree of openness, publish plans and reports, reflect and respond to the views, aspirations and priorities of the wider resident body.

Panel members should respect others, be nonjudgemental, non-aggressive and non-confrontational and support collective judgements.

Panel members should have knowledge of scrutiny processes, and of Rooftop Housing Group services, structures, objectives, standards, governance arrangements, policies and procedures. They should also have knowledge of external standards, expectations and best practice.

The Panel should have the ability to scrutinise, analyse, interpret, question, challenge and negotiate.

The Panel should be able to arrive at judgements that are based on strong evidence and are balanced, reasonable and proportionate.

The Panel should have the ability to plan activities, review progress, monitor performance and respond to exceptions.

The Panel should promote diversity and equal opportunities.

The purpose of the REP is to scrutinise Rooftop’s services and make recommendations for improvement. It does this primarily through conducting scrutiny reviews.

Who can join?

nominated member of staff to help build up expertise and Any Rooftop customer can join but there are some knowledge in that area. exceptions: There will be an annual appraisal of the REP and individual • Rooftop Board Members appraisal of all REP members. There will also be an Annual • Rooftop staff Report to the Board and customers.

• Apt Quest members And what about using IT? • Customer Panel members • Residents in serious breach of their tenancy If you don’t currently have access to a computer then we will provide a tablet. If you don’t currently have access agreement.

In addition, there can be no more than one person per to broadband then we will either help you find access or provide access. household.

We will also provide IT training if you need it.

How many people are on the REP? There are up to 12 members, with up to two co-optees.

What support does the REP get?

The REP will get support for holding its meetings and carrying out scrutiny reviews.There will be an induction for new Panel REP members are appointed for a term of three years members and on-going support from Kate Gallant. and can be reappointed for three terms. All members are What are scrutiny reviews? subject to an annual appraisal.

How long are members appointed for?

What kind of person are you looking for?

We want customers who will be committed to the role, able to analyse information and plan, be good communicators and committed to team work, good governance and equality and diversity. We want to see people who can positively challenge Rooftop.

What do I get from this?

These are the main activity of the REP.The REP will consider Rooftop performance and feedback from customers and Rooftop and choose a topic. A lead would be chosen for the review and a scoping meeting held to consider what the review would cover. The review may include a desk top review of the policies and procedures that cover how a service operates, interviews with staff and customers, visits to other landlords and surveys.

You will get the opportunity to find out more about Rooftop What happens after a scrutiny review? and improve our services.You will gain skills and awareness The Panel pulls its findings and recommendations, backed that may help in other parts of your life. up by evidence, in a draft report to the Senior Management We are also aware that we are seeking a higher degree of team for comment. A final report, along with an Action Plan responsibility and accountability in this role than we would drawn up by Rooftop, goes to the Audit Committee (part of usually expect from volunteers. Therefore Rooftop have the Rooftop Board) for decision (although they do not have to agree the recommendations they do have to decided to reward REP members as follows: explain their reasons for not doing so).

• Chair £1000 What happens after recommendations have • Portfolio Holders £800 been agreed?

These can be in cash, vouchers or training. The levels are set below what we think is the threshold for customers in All agreed decisions are decisions of Rooftop. The Audit receipt of benefits. However you may want to seek advice Committee, as well as the REP, will monitor progress. The impact of these recommendations will form part of the REP if this is a concern.

Annual Report.

For REP members who choose not to accept either the Chair role or a Portfolio place they will still be eligible for OK – this sounds like it might be interesting.

Can I find out more? our current points based system for resident rewards.

What does “a higher degree of responsibility Yes. We will be running two ‘taster’ sessions in our Head Office in Evesham on 10 November. These will outline and accountability” mean? what is involved, the qualities we will be looking for and an It means a time commitment of 10-12 hours per month opportunity to ‘taste’ what is involved through a practical for Chairs and Portfolio Holders. All REP members must exercise involving looking at Rooftop performance and sign and abide by the Rooftop Volunteer Code of Conduct. preparing questions.The sessions will take place at 3pm and Portfolio Holders will take on a specific role (linked to 6pm and last about 90 minutes. an area of our service such as repairs) and link with a

Role of Resident Excellence Panel member (REP) is to work with Rooftop to achieve the aims and objectives of the REP as laid out in the terms of reference for the REP

Responsibilities The responsibilities of a REP member are to: 1.

2.

3.

4.

Act in the best interests of Rooftop residents.

Participate in REP activities as agreed in the scrutiny action plan.

Make recommendations on priorities for reviewing the quality of Rooftop services.

Assess performance against Rooftop service standards and the requirements of the Regulatory framework for social housing in England.

5. Report on recommendations and outcomes arising from scrutiny activity to the Audit Committee.

6. Work with the AptQuest Team to collect information relevant to the scrutiny activity.

7. Work with nominated service managers in assessing performance in their service area.

8. Prepare for activities of the group (such as by reading papers) and attend relevant training.

9. Keep up to date with relevant developments in social housing particularly in relation to scrutiny and resident involvement.

10. Participate in REP activities with a positive and professional approach.

11. Participate in at least 80% of the REP scheduled meetings including the joint Board/involved residents’ annual seminar.

12. Participate in an annual group and individual appraisal of the work of the REP. 13. Sign and abide by the Volunteer Code of Conduct.

Rooftop commitments Rooftop will reimburse the volunteer according to the Rooftop volunteer expenses procedure.

Rooftop will maintain regular contact with you to support you in your role as a member of the Resident Excellence Panel. This will include regular meetings and the opportunity to discuss issues arising from involvement with the Panel on a one to one basis.

The officer responsible for supporting you in this role is: the Community Investment Manager.

How can I apply?

There is an application form included in this pack – please fill it in and return it to Kate Gallant.

Download the application form here.

If I apply what happens next?

We would look to interview applicants on Monday 5 December and Tuesday 6 December. This will be with a Board Member, Andy Green, Chair of the Customer Panel, Kate and an independent advisor. They will talk with you about what you have done and how you would meet the requirements of the role. They will decide who joins the REP. Joining the REP may not be right for everyone and there are other opportunities to be involved.

What if I’m interested in being involved but this doesn’t feel right for me?

Rooftop has other opportunities to be involved. Please talk to Kate and she will help identify what would be best for you.

Rooftop Housing Group 70 High Street Evesham Worcestershire WR11 4YD www.rooftopgroup.org