Job Description. Job Title: Tenant Liaison Manager Reports to: Business Support Manager Number of Direct Reports:

Transcription

1 Job Description and Person Specification Tenant Liaison Manager Job Description Job Title: Tenant Liaison Manager Reports to: Business Support Manager Number of Direct Reports: 0 Budget Responsibility: TBC Contractual Location: TBC/Various Band/Grade: 28,000 to 35,000 per annum dependant on experience and location. Total Staff Responsibility: 0 Main Purpose CHP is the Head Tenant of 305 community health centres across England, ranging from small Primary Care centres housing one or two GP practices to large community hospitals, which bring together a diverse range of community and primary healthcare services, alongside related local authority and voluntary sector service provisions. The vision of these sites is that they operate as integrated community hubs, as catalysts for health & wellbeing at the heart of their local community, providing services that meet health needs and supporting local people to improve their own health and wellbeing and that of their community. Centre management within CHP is critical to the delivery of this vision, by: Delivering excellent site management so that the site meets the requirements of both patients and service providers; Maximising utilisation of the site, so that the space is fully utilised throughout its working hours; Facilitating collaboration and an integrated approach between services both within the site and in the local community; Engaging local people and organisations so the sites become key community hubs, at the heart of the local community. Job Summary The Tenant Liaison Manager (TLM) role is to facilitate the integration and engagement of existing and prospective tenants and provide day-to-day management of the sites. The role works closely with the CHP Property team to help ensure the safe and efficient running of the site whilst working closely with tenants to maximise tenant satisfaction and improve utilisation. The TLM role will report into a Business Support Manager (BSM) or Area Property and Asset Manager (APAM) Key Accountabilities Customer Service Act as the main point of contact for tenant liaison and coordination; promote positive working relationships and integration amongst tenants; and deal with day to day queries from site occupiers. Arrange, chair and facilitate tenant meetings (including site user groups and any health Page 1 of 5

2 and safety related meetings as may be required). Promote engagement between tenants and encourage idea sharing and problem solving. Seek to action, resolve or escalate tenant issues as appropriate on their behalf. Act as tenant representative in feeding back queries about soft or hard FM services to the BSM/APAM and Facilities Management (FM) providers on behalf of tenants. Coordinate tenant variation requests, obtain full details of the request and liaise with the BSM/APAM accordingly to arrange the necessary consent. Coordinate and provide support to site users on tenant new work requests, provide assistance in following the approvals procedure, as appropriate and liaise with the Helpdesk. Coordinate and accompany visiting contractors on site visits in relation to tenant new work requests, tenant variation requests and specifically accompany the Health, Safety, Security and Fire officers for the purposes of implementing fire risk assessments. Coordinate service change requests, working with tenants to obtain the full details of their request and liaise with the APAM accordingly to make the necessary arrangements. Keep tenants informed of any works scheduled to take place in the sites and communicate to tenants if they need to move any items or personal belongings in advance of work taking place. Provide assistance to tenants with relocations and internal moves. Arrange a welcome tour and site handbook for new tenants moving into the site. Action any reasonable contracting requests (e.g. work permit, risk assessment, district valuer audit) as required. Bookable room space Work with sessional users to manage the booking of their sessions to maximise utilisation. Manage the room booking system, accepting room reservation requests on the system and negotiating booking alterations to increase utilisation where necessary. Report variants between bookings and actual use utilising data from PIR sensors where available or via visual spot checks of bookable room useage. Notify APAMs of any incorrect room use i.e. rooms not being used for their allocated purpose. Manage bookings that block book availability, ensuring these are required and are being utilised. Assist the Property Administrators with invoicing tenants for use of bookable space, or provide the finance department with the relevant information to issue the invoices. Site Feedback Actively promote the tenant and site user feedback surveys, encouraging staff, patients and visitors to the site to complete surveys. Support the coordination of the survey campaign in organising the circulation of promotional materials and ensuring availability of survey questionnaires Ensure site feedback forms are available at all times. Compliance Register Offer support to the BSM/APAM to; o update the building specific matrix. o maintain required compliance documentation. Page 2 of 5

3 o o ensure compliance documentation is uploaded to Realtime within the required timescales generate reports from Realtime on compliance risks and mitigating actions. Tenant and Site Handbooks Update site handbooks in line with any changes. Contact lists Maintain accurate contact records for key personnel, tenants and emergency contacts. Security Manage key allocation records and coordinate the distribution of keys and fobs. Assist the FM contractor to coordinate CCTV footage requests for the police and keep the APAM informed for invoicing purposes. Fire Assist the FM contractor in carrying out test fire evacuations. Maintain records of and review the site s fire risk assessments and implement or escalate any actions. Support and encourage tenants to ensure they have the correct fire procedures and risk assessments in place. Health and Safety Record, monitor and reduce any health and safety risks in the site. Should any urgent or undocumented issues occur, raise accordingly with the relevant party to assist in rectifying the problem. Complete incident reporting forms, using the CHP template, as appropriate and circulate to the relevant parties; follow up any actions accordingly. Facilities Management (FM) Contracts Keep records of FM contract obligations, such as planned, preventative maintenance and lifecycle works. Attend site inspections with the LIFT Co representative, to represent the views of the tenants. Develop positive working relationships with all contractors. Occupation Agreements - leases/licenses Provide tenants with accurate cost information for the provision of sessional licences and forward enquiries to the APAM Facilitate site visits for potential new tenants. Report any request to change occupation and use in accordance with a tenants lease and licence to the APAM. Page 3 of 5

4 Property Register Maintain and update the Schedule of Accommodation. Record any variants in use to occupation agreements. Understand the financial implications of the variants. Site Use Where available utilise the data captured by PIR sensors at site entrances, and internal rooms to report on actual footfall. Provide data to the APAM as requested. Sole Demise Spaces Maintain up to date tenant information which accurately reflects tenant sole demise areas. Ensure tenants do not encroach in to any space which is not within their demised area without appropriate authorisation and documentation. Promote Available Space Actively promote available space and market as agreed with the BSM/APAM. Facilitate site visits for potential new tenants. Performance Reporting Produce schedule of outstanding site issues for the BSM/APAM. Community Requirements Encourage community events and health campaigns within the sites. Liaise with community services and groups to encourage site use as a community hub. Understand the community demographics and service requirements. Establish from the community/visitors what they feel the community requires. Act as the tenant liaison officer and be the first point of contact for external parties and neighbour enquiries. Field any enquiries and complaints from external parties accordingly, ensuring all enquiries are responded to accordingly. Provide site tours and facilitate visits to the site, by prior arrangement. Page 4 of 5

5 Person Specification The CHP Way At CHP we consistently work together to exceed our customers expectations by: Doing what we say we ll do Investing in relationships Communicating openly and honestly Developing innovative ideas and solutions Always delivering an excellent service To be successful in this role you will need to demonstrate a genuine commitment and ability to work in this way. Qualifications/Knowledge & Application: Essential Minimum 2 years experience in Facilities Management and/or appropriate qualification in Site Management and/or Facilities Management (BIFM level 3 or above) above). Experience of presenting complex information to working groups across the health and social care community. Experience of financial management including monitoring budgets. Ability to develop effective networks with stakeholders within and outside the health sector. Ability to manage and work under pressure autonomously, within resources and to tight deadlines. Ability to prioritise ongoing planned work adjusting to changing requirements and organisational needs. Computer literate, in particular Microsoft Word and Excel. Self-motivator and ability to motivate others. Ability to work well independently and as part of a team. Job Description Approval: Line Manager Name: Paul Hanrahan Desirable Good working knowledge of health care and primary health care services. Understanding of healthcare systems within organisations. Health and safety training e.g. IOSH/NEBOSH. Experience of working in a health centre or large health facility. Experience in supervising a small team. Ability to plan, set objectives, prioritise, and review performance against objectives. Position: Executive Director for Property Signature: Date: Page 5 of 5