1. Learn with us. Improve with us. Influence with us. www.cih.org Improving resilience : Supporting tenants & employees with well-being Julie Nicholas, CIH Cymru & Louise Evans, Gofal Tai Pawb Conference, October 2014

2. 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 21 st 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?

3. Learn with us. Improve with us. Influence with us | www.cih.org Frontline Futures: Methodology Surveys Appreciative enquiry Focus groups Interviews Webinars 1k+ participants

4. Learn with us. Improve with us. Influence with us | www.cih.org 21 st 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

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

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

7. Learn with us. Improve with us. Influence with us | www.cih.org 6 principles of future frontline role 1.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 them 3.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.

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

9. Learn with us. Improve with us. Influence with us | www.cih.org Change is not just about the frontline! Call for evidence is on now!

10. Learn with us. Improve with us. Influence with us | www.cih.org future Challenges doing more than more with less than less – To deliver services to (vulnerable) customers equality and diversity in the profession http://www.cih.org/presidentialcommission the autonomous housing professional trained, supported, networked Are you a revolutionary?

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

12. Learn with us. Improve with us. Influence with us | www.cih.org diolch yn fawr thank you julie.nicholas@cih.org @JulieNCIH Frontline futures report: http://www.cih.org/resources/PDF/Policy%20free%20download %20pdfs/Frontline%20futures%20report%20final.pdf