Post on 22-May-2020
Introducing Hume
2 Communications with you
The following presentation is the beginning of a conversation with you. We have implemented a number of our communication initiatives to ensure you are kept up to date and communications are live and interactive.
Slido www.slido.com
Secure FACS staff website www.humecha.com.au/facsstaff
3 Hume’s commitment to the Hunter region
Hume are committed to: 2 offices in the Hunter region (one in Raymond Terrace and one in Maitland) Investing in people with the employment of 40 staff – the majority of which will be frontline, customer facing
Winnebago pop-up office
Continuity of service through retention of knowledge
4 About Hume
Hume Community Housing is an established leader in the Australian Community Housing sector and one of the largest providers of affordable and social housing in NSW
Currently Hume manages 2,432 tenancies providing assistance to more than 4,500 customers across eleven local government areas.
Hume provides services across the housing continuum, offering housing options which support our customers from the point of entry through to greater independence.
5 Vision and values
Our vision:
To create vibrant, sustainable and cohesive communities through the delivery of outstanding homes and equitable services
Our values:
6 Our services
7 Hume’s performance
Customer satisfaction
86% of customers stated Hume staff were helpful and provided good information
81% of customers stated Hume involves them
90% of customers stated that they were satisfied responsive repairs.
Customer wellbeing visits
92% of customers indicated their satisfaction with their tenancy. Where there were indicators of need for support, Hume was able to engage with customers and facilitate links to support
64% of customers indicated a need for support and 61% accepted a referral to a support agency
Compliance
100% Compliance under both the National Regulatory System Community Housing (NRSCH) assessment and the National Rental Affordable Housing Scheme (NRAS) Hume achieved a turnaround time of 17 days across all our housing programs which is above KPI. FACS contract performance: Occupancy Turnaround Timeliness of reporting Dwelling standards
8
How we measure up
9 Our people
18% of staff supported to attain accredited training in 2017/18
73% of staff are female 45% of staff are on flexible workplace agreements. 99% are entitled to access this.
10 2016 Employee opinion survey results
99% of staff believe in the values of Hume
97% of staff believe in the overall purpose of the organisation
96% of staff understand how their job contributes to the overall success of Hume
92% of staff believe that Hume has a strong focus on achieving positive results
94% of staff say they have a good working relationship with their co-workers
93% of staff say they are proud to tell people that they work at Hume
100% of staff partook in the employee opinion survey
11 Working for Hume
At Hume our values drive us, we value our customers our stakeholders and our team members. We look for people to join our team who: Love our values Have a passion to learn and help others
Are self-motivated and pride themselves on being efficient, effective, customer focused and a team player
12 Organisational structure
Levels
(across the organisation)
Functions
Operations Finance & Business Services
Assets Growth People, Culture & Communications
► Executive Team ► Senior
Management Team
► Managers/Team Leaders
► Officers
► Community Cohesion
► Neighbourhood Services
► Housing Independence
► Housing Options ► Supported Housing ► Specialist Disability
Accommodation ► Responsive
Maintenance ► Common area
upgrades
► Finance ► Reporting ► Risk ► Compliance ► IT ► Legal
► Tender responses ► Construction and
development ► Contract
management ► Strategic Asset
Management
► Industrial/ Employee Relations
► Health & Wellbeing
► Learning and Development
► Organisational Development
► Culture ► Marketing ► Internal and
external communications
13 Deeper look at operations
Levels
(across the organisation)
Operations
Neighbourhood Services
Customer Service Sustainable Communities
Assets & Maintenance
► Executive Team ► Senior
Management Team
► Managers/Team Leaders
► Officers
► Allocations and Voids
► Neighbourhood Officers
► Tenancy Sustainment
► Customer Service ► Income Recovery ► Housing Options ► Rent Review
► Partnerships ► Community
Cohesion ► Housing
Independence ► Supported
Housing ► Specialist
Disability Services
► Responsive Maintenance
► Planned Maintenance
► Common Area Upgrades
14 Career Progression – Real examples!
Customer Service Officer (Front Counter)
Finance Officer, Accounts Payable
Executive Assistant to CFO
Housing Independence Officer
Team Leader, Neighbourhood Services
Acting Senior Manager Neighbourhood Services
15 Career Progression – Real examples!
Customer Service Officer (Front Counter)
Income Recovery Officer
Neighbourhood Officer
Allocations and Voids Officer
Neighbourhood Officer (full time)
Project Officer
Compliance Officer (part time)
16
2017 Team member awards wins
Proud of our team members
Julie Davenport Inspirational Team Member, AHI, Professional Excellence in Housing Awards
Peter Malone Outstanding Achievement Award, PowerHousing Australia
Youth Housing Options Program Reducing youth homelessness NSW Premier’s Award The Collectives Highly Commended Award, Australasian Housing Institute Professional Excellence in Housing Awards
2017 Organisational award wins
17Terms & Conditions and Comparable Roles
We recognises that key skills and experience are held within the current FACS staff along with valuable customer connections and working partnerships.
We are working closely with the FACS HR Change Team to ensure we have all comparable roles identifed
In this process we will also become more clear about roles that will be available outside of the EOI process, to which ongoing and non-ongoing staff will have the opportunity to participate in
We are considering our approach to the terms and conditions after the 2 year guarantee period
We are looking forward to working with the FACS team to more fully understand the nuances and realities of public service terms and conditions and Hume terms and conditions to ensure a smooth transition for the staff that join Hume through this process.
18 Comparable roles
FACS Role Comparable Hume role
Client Services Officer Neighbourhood Officer
Client Liaison Officer Reactive Maintenance Officer
Senior Client Service Officer Tenancy Sustainment Coordinator
Hume recognises that key skills and experience are held within the current FACS staff along with valuable customer connections and working partnerships.
The following roles have been identified as comparable positions through out the tender process
Hume welcomes the opportunity to discuss roles and accountabilities with FACS and potentially broaden the number of comparable roles and increase the opportunity for particiaption in the staff EOI process
19 Meet some of our Team Members
Nicola Lemon
CEO
Michael Kourakis
Executive Manager – Assets Growth
Lisa Bonavia
Executive Manager – People, Culture & Communications
Julie Davenport
Team Leader
Neighbourhood Programs
Julian Yuen
Income Recovery Officer
Anna Brachmanis
Executive Assistant
20 Further information
humecha.com.au lisa.bonavia@humecha.com.au Level 4, 79 George Street, Parramatta
Level 1, 119 The
Crescent, Fairfield.
Lisa Bonavia
M: 0419 686 428