View publication - Chartered Institute of Housing

STAFF DEVELOPMENT FOR THE FUTURE
Key points
• At Incommunities we have embarked on a journey where individual
development focuses on alignment of organisational values with technical
mastery to build capacity and capability in our teams.
• Consistency of action and strict adherence to procedure is less important
to us than the ability of our staff to handle the variety of needs and
expectations that customers present. For this they need to be able to apply
consistent principles and use sound judgement.
• Improving technical knowledge of housing and other relevant areas
means that staff will be able to deal with a broad range of issues with
confidence.
• For existing staff we have undertaken thorough assessment of knowledge
and skills before designing our training and development programme.
• For gradutates, we have taken a whole person development approach that
also covers the technical mastery needed for working in the housing
industry.
• We are working closely with partners such as the Centre for Partnerships,
Dutton Fisher and Associates and CIH to develop accredited training
programmes.
• Underpinning all of this is the framework of Collins ‘good to great’ and
systems thinking. Amongst other things this highlights the role of
managers and leaders in developing capacity and capability within the
organisation and we are focusing on this in our leadership development
programme.
• For us, good customer service is an outcome of good design, the right
values and the building of capability; it is not necessarily a skill in itself.
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