Employee Behaviours Framework: Expectations in Housing Executive, Study notes of Business

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B e H a v i O u r a L F r a M e W O r K

Driving Success

L i v i n g O u r v a L u e s e v e r y D ay

We all have a role to play in contributing to the success of the Housing Executive

and are committed to making a difference through fairness, passion and

expertise. These core values reflect what we consider to be important,

and are at the heart of what we do and how we do it.

We live our values every day through our behaviours - how we do things, how we treat others, and how we expect to be treated. Our behaviours therefore play an important role in helping to shape the culture of the organisation, build our capacity and drive success in terms of individual, team and organisational performance.

The behavioural framework provides a simple tool which defines the effective behaviours we each need to reflect in our daily working practices. The behaviours, based on our core values, have been developed for the whole organisation and therefore provide a common language and benchmark to be used when we talk about behavioural performance. In this context the framework clearly sets out the organisation’s expectations in terms of how we go about our work, sitting alongside what we do (our performance objectives).

The framework should be used as a reference point as part of everyday work activity as it describes the behaviours required by all employees and supports the delivery of our business plan, values and culture.

cOre

vaLues

MaKing a DiFFerence

• We strive to make people’s lives better
• We put our customers first and deliver right first time
• We build strong partnerships and share great ideas

Fairness

• We treat our customers, staff and partners fairly
• We respect diversity
• We work in an open and transparent way

PassiOn

• We are professional in all that we do
• We strive for excellence
• We look for new, creative, better ways to do things

eXPerTise

• We believe in our people
• We are constantly learning and developing
• We provide strong confident leadership

making a difference

We strive to make people’s lives better.

We put our customers first and deliver right first time.

We build strong partnerships and share great ideas.

indiVidUal (Levels 1 – 4) – you:

• seek to make a positive difference in own role.
• support team members and others working on the same or related work objectives.
• engage with customers to better understand their needs and expectations and offer appropriate solutions. - look for ways to do things more efficiently and make best use of resources. - communicate openly and effectively with others. - work constructively with others to achieve results, sharing knowledge and offering practical support.

leader (Levels 5 – 6) – you:

• are a positive role model, setting an example for others.
• strive to achieve objectives, supporting and enabling others to achieve theirs.
• act as a customer champion, exemplifying positive customer service behaviours and promoting a customer centric culture. - take responsibility for delivering expected outcomes on time and to the required standard. - actively engage with others, establishing effective relationships to support delivery of business objectives. - encourage collaborative working, promoting the sharing of knowledge and expertise within and beyond own team.

SeniOr leader (Level 7 and above) – you:

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• build a common understanding of shared goals across team and organisation boundaries to deliver effective outcomes.
• play an active role in shaping our mission and strategic goals, translating strategy in to effective operational messages.
• drive customer centric outcomes at a strategic level, shaping services to deliver more effectively. - strive to eliminate barriers that interfere with providing excellent customer service, working across the organisation to provide an integrated and efficient service. - develop a strong network of collaborative relationships and partnerships, both internally and externally, to further business objectives. - promote a culture of engagement by sharing learning, knowledge and expertise to support the delivery of strategic outcomes.

ineffecTiVe BeHaViOUrS – you:

• display limited interest or positivity for role or purpose.
• maintain the status quo without reviewing or considering alternative options or approaches.
• do not consider customer needs and perspectives, demonstrating little commitment to creating service improvement. - do not seek input from or share information with others, displaying little appreciation of the value of different contributions. - support individual or silo ways of working. - fail to identify opportunities to work collaboratively with others to add value to the business.

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fairneSS

We treat our customers, staff and partners fairly.

We respect diversity.

We work in an open and transparent way.

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indiVidUal (Levels 1 – 4) – you:

• act in a fair, impartial and respectful way in dealing with customers and colleagues.
• are aware and take account of the impact of your own behaviour on others.
• adapt to the needs of a situation or individual, taking in to account others’ point of view. - treat others as valued individuals and contribute to a climate of fairness and equality. - actively listen to and engage with colleagues. - are proactive and responsive, sharing information and keeping others informed.

leader (Levels 5 – 6) – you:

• encourage everyone to have a voice and value everyone’s contribution.
• constructively challenge the views and behaviours of others.
• uphold principles of fairness and equality.
• understand diverse stakeholder needs and tailor team deliverables accordingly. - support others in working together, helping them to develop a common focus and encouraging open communication. - work across boundaries to develop effective working relationships.

SeniOr leader (Level 7 and above) – you

• take an holistic view of the organisation, thinking • strategically and considering the implications of actions and decisions across the organisation. •
• lead from the front, promoting and upholding desired standards of behaviour. •
• champion fairness, equality and diversity across the organisation.

identify and engage with a diverse range of stakeholder groups and partner organisations. drive a collaborative working culture which encourages transparency and open communication. operate effectively with others as a cohesive senior management team.

ineffecTiVe BeHaViOUrS – you:

• demonstrate a negative attitude towards colleagues and customers.
• do not treat others fairly, equitably or with respect.
• fail to recognise the impact of your actions or behaviours on others. - adopt a narrow approach to resolving issues, seeking minimal involvement or input from others. - provide infrequent, unclear or insufficient updates to others in need of information. - show a lack of cooperation with others.

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eXPerTiSe

We believe in our people.

We are constantly learning and developing.

We provide strong confident housing leadership.

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4

indiVidUal (Levels 1 – 4) – you:

• act as an ambassador for the organisation.
• seek to learn from peers and colleagues.
• show commitment to your own development, taking advantage of learning that will positively impact your performance.

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• plan and coordinate work to meet objectives and development plans.
• are driven and motivated to achieve results, understanding how your role fits in to the bigger picture.
• reflect Housing Executive values in every day work practices.

leader (Levels 5 – 6) – you:

• seek to get the best out of people, supporting and energising teams to deliver outcomes.
• recognise and share positive outcomes and experiences
• provide ongoing support and coaching to encourage others to reach their potential.
• are committed to learning and self-development, acting as a role model to others. - build commitment and engagement by helping others understand how they contribute the bigger picture. . • lead by example, role modelling and promoting a work environment that supports the Housing Executive’s values and culture.

SeniOr leader (Level 7 and above) – you:

• lead from the front, building high performing teams within your own area aligned around common goals.
• recognise and celebrate success and achievement across the wider team and organisation.
• coach, mentor and challenge others to reach their potential, encouraging an organisational learning approach. - promote and provide effective, confident and consistent leadership within own area of responsibility and across the organisation. - articulate vision, meaning and direction, inspiring and enabling others to understand and engage with the bigger picture. - shape, promote and exemplify the Housing Executive’s values and culture, demonstrating ethics, integrity and impartiality.

ineffecTiVe BeHaViOUrS – you:

• make minimal contribution to the achievement of goals and objectives.
• do not clarify role or performance expectations.
• neglect personal development, overlooking learning needs and opportunities.
• do not provide support or feedback to others.
  • focus on own agenda or immediate area of responsibility, displaying a lack of interest in the bigger picture.
  • act in ways which are at odds with desired culture, values and behaviour.

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ProducEd by

HouSING EXEcuTIVE HuMAN rESourcES

CS/113/03/