JOB DESCRIPTION
• Host social events / activities for residents. • Monitor resident behavioural policies and protocols, upholding a high standard of resident conduct in line with the resident disciplinary policy, which may include resident disciplinary meetings / hearings and investigations. • To manage complaints confidently and efficiently; including investigating complaints; striking the balance between resident experience and business need, knowing when to escalate the issue to the General Manager & Principal. • Work to continuously improve the resident experience at QAH. • Take a lead role in resident induction and departures, ensuring residents are fully inducted and all supporting documentation actioned and filed. • Work to create an atmosphere in which residents are critically engaged to make positive contributions and uphold community standards. • To actively encourage feedback from residents, visitors and contractors via booking channels, questionnaire, face to face and suggestion box and record and act upon accordingly, including advising General Manager/Principal of feedback and actions taken to resolve / promote. • Contribute to creating a homely residence, to help and encourage residents to flourish and develop in their confidence and studies. • Being proactive in engaging residents when on duty, having regular contact and interaction. • Conduct resident check-ins / check out for all residents throughout the academic year. 2. Pastoral Care and Safeguarding • Manage pastoral care cases to completion and ensure thorough and accurate notes are kept for all cases. • Work as part of a team to ensure the highest level of pastoral care is provided to residents and ensure any issues are recorded and resolved promptly. • Provide support and signposting for residents with welfare considerations and problems and always notify / escalate to General
Internal Partnerships: • House Committee • Board of Trustees
Job Title:
Assistant Manager Resident Life and
Wellbeing (AMRW)
Responsible to:
General Manager/Principal
External Partnerships • Prospective residents/ parents / relatives
Mission
A home away from home where our student’s wellbeing and safety comes first.
• Local Universities • Local Community
Statement:
• The Emergency Services • Voluntary organisations
Salary:
£30,000 - 32,500 depending on
experience
The AMRW reports, in the first instance, to the General Manager/Principal, who leads the team. The AMRW works closely with all other members of the accommodation and housekeeping teams. The AMRW is to always ensure a visible presence in and around the House when on duty. Special Conditions All staff are required to work on all Check In / Out days (September / December / January / April / July) throughout the year unless pre- authorisation has been granted for annual leave. The AMRW would be expected to work 40 hours a week with a mixture of days and evenings, weekends and bank holidays but does benefit from 2 full days off during the week which might not be consecutive. This is not a term time only position; this role comes with a holiday entitlement of 28 days per year (inc. bank holidays) or if required to work will receive a day in lieu. Queen Alexandra’s House closes for approximately 2 weeks over Christmas and Easter and 7 Weeks over Summer, annual leave is to be taken over these periods. Duties and Responsibilities: 1. Resident Life, Community & Engagement • To always provide a friendly and knowledgeable welcome and to communicate with residents as well as visitors and contractors. • Create, design, propose, and implement social events and a social calendar to encourage resident interaction throughout the academic year. • Actively encourage social engagement between residents and those residents who may at times sit back and watch on.
Purpose of the Job Focusing main responsibilities on the residential life, contribute to the social programme and social activities to ensure resident enjoyment, pastoral care, wellbeing and welfare of all residents. To provide support, guidance and advise to both prospective and existing residents at Queen Alexandra’s House, covering a variety of issues including, but not limited to accommodation availability, allocations, rent arrears and contractual issues. To ensure the highest level of care and supervision is always provided and the welfare and safeguarding of student needs are always put first. To assist the General Manager/Principal in marketing, room inspections, lettings, and the resulting administration. To liaise with both internal and external partners to ensure that a first-class service is always delivered and to continually work to build an engaging community at QAH. Hours of Work: A flexible approach to the specific hours worked is necessary in meeting the social engagement and pastoral needs of our residents. The person in this role will serve within an on-call rotation and will be required to work non-traditional hours (evenings, weekends, bank holidays etc) to help support events, and manage escalated resident and / or house emergencies. The AMRW would also take on call duties during term time, which may include their days off. The AMRW would be available to take calls / assist if an emergency arose to help resolve the issue in a timely manner and where necessary be able to be onsite within 1 hour. The AMRW would also be required to be on call and hold a duty phone during house closures on a roster basis. There is an expectation that sufficient time will be put into preparing the House for the arrival of residents before the start of the Autumn Term. This will require the AMRW to be onsite for 10 days prior to the first day of term.
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