Senior Residential Services Officer

Tēnei tūranga – About the role

The Senior Residential Services Officer is a team member position in MBIE which contributes to the operation of Mangere Refugee Resettlement Centre (MRRC/Te Āhuru Mōwai o Aotearoa) by providing services for quota refugees and asylum seekers who are accommodated at the centre, from their arrival and through their stay and departure. The role is a key point of contact for staff members, and visitors and service providers requiring access to the centre, on a day-to-day basis.

The Senior Residential Services Officer participates in planning and organising in relation to the day-to-day operations at MRRC. This includes liaising with onsite and offsite agencies, as well as collaborating with the rest of the Refugee Quota Protection team, to maximise efficiency and ensure the smooth running of onsite activities at the Centre.

The role includes the provision of quality services to the quota refugees and asylum seekers through full, accurate and timely services and advice on matters affecting the care, wellbeing and rights of refugees and asylum seekers.

Along with supporting the Team Leader Residential Services with day-to-day operations, this role will lead assigned operational support activities. The role will also support identification and implementation of process improvements, ensure quality standards are met and provide guidance, mentoring and subject matter expertise to other members of the Residential Services team.

Ngā herenga – Requirements of the role

Personal specifications

• Previous proactive and confident customer service experience in a front-facing role.
• Previous experience working positively and sensitively with people of diverse cultural backgrounds, genders and abilities in a residential or community service operational environment.
• Demonstrated ability to lead by example and provide support, guidance and mentoring to team members.
• Demonstrated ability in identifying and implementing process improvements and continuous improvement practices.
• Excellent verbal and interpersonal skills including the ability to positively relate to and communicate clearly with others.
• Strong written communication skills to present ideas, information and advice in a way that is understandable and appropriate for diverse audiences.
• Ability to work effectively without direct supervision and take ownership of tasks.
• Strong analytical skills with the ability to exercise sound, reasoned judgement and provide practical solutions to resolve problems.
• Proven ability to liaise effectively with multiple stakeholders, including onsite and offsite agencies.
• Excellent organisational and planning skills to manage day-to-day operations and competing priorities.
• Solutions-oriented approach with the ability to respond calmly and effectively in challenging situations.
• Sound knowledge of using the Microsoft Suite – Word, Excel and Teams.
• Ability to learn and competently use applicable internal MBIE systems.
• Ability to handle sensitive and confidential information discreetly.
• Knowledge of a language of a major client group of the Refugee Quota Programme and/or exposure to other cultures would be an advantage but is not essential.
• Must be a New Zealand citizen or permanent resident.
• Police vetting is required.
• Required to drive and must hold and maintain a full current driver licence.
• Ability and commitment to undertake shift work as per the team schedule and in accordance with MBIE policy on a 24/7 basis.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Resident services and support

• Manage the arrival and departure of all quota refugees and asylum seekers, including booking transport, arranging interpreters, and escorting residents to and from the airport.
• Ensure all preparations are completed for new arrivals with NZ Travel Declaration forms, collect COI/PPT for border and customs, and capture accurate biometric data, when required.
• Contribute to the planning and management of resident room allocations, including relocations, and communicate updates and requests to the Residential Assistant and Facilities teams.
• Respond to residents’ requests, complaints, and medical needs during and outside business hours, including weekends and public holidays and ensure clear communication is established with the after-hours manager regarding all complex and sensitive issues.
• Conduct wellbeing checks on residents with complex cases, if required, and provide and report wellbeing updates to Settlement and Medical teams.
• Manage allowances process including preparing intake allowances schedule, weekly allowance requests and submission for approval and mange allowance distribution accordingly.
• Manage the handover process between two shifts.
• Manage, deliver and make sure transport services are well planned, coordinated and delivered.
• Prepare reports following escorting residents to/from airport including transportation, interpreting, logistics and any other matters relevant to the service.
• Prepare and provide all required weekly reports.

Leadership and support

• Assist the Team Leader with the delivery of day-to-day operations.
• Support the management of complex and sensitive cases as required by the Team Leader, to ensure timely and effective resolution using sound judgement, coordination and problem-solving skills.
• Work with the Team Leader to review and improve operational processes with a view to enhancing efficiency and service quality using a continuous improvement focus.
• Quality check Residential Services Officer work delivery and outputs to ensure compliance and expected standards are met.
• Provide constructive feedback and on-the-job coaching and mentoring to RSO team members.
• Provide leadership and support to the RSO team during high-pressure or critical situations.
• Acting up in the Team Leader Residential Services if required.

Orientation and safety

• Deliver site orientation presentations and conduct fire safety and lockdown drills for new arrivals and review the content of presentations to suit the suite needs.
• Act as building warden during emergency evacuations and lead evacuation procedures when required.
• Act as a point of contact with site controller on the weekends and after hours during security events and emergency situations.

Access and security management

• Act as the primary representative and the front-facing contact of Te Āhuru Mōwai o Aotearoa managing reception duties and providing assistance to all staff, visitors, service providers and residents, including afterhours support and escorting and assisting new visitors.
• Coordinate and manage access for visitors and service providers.
• Ensure consistent use of the visitor tracking system and maintain accurate records of all entries and exits for contractors, interpreters, and residents’ visitors.
• Pre-register visitors, issue temporary identification and security access cards, and ensure all cards are collected and checked upon return.
• Programme access cards for residents and request access card programming for visitors, service providers, and agencies via the onsite facilities team.
• Ensure Child Protection Protocols are adhered to by all visitors and contractors on site.
• Conduct regular site walks to check for damages, monitor health and safety conditions for residents and staff, and report any security concerns or unusual activities.
• Manage access of residents to onsite gym with correct protocols.

Resource and appointment coordination

• Administer distribution of mobile phones, SIM cards and share all phone list with internal agencies.
• Supervise residents during mealtimes as required.
• Work with the Residential Services Team Leader to coordinate offsite appointments e.g. medical, banking, shopping, community visits.
• Administer delivery of special food arrangements and other requirements for assigned residents.
• Prepare and maintain the main hall and meeting rooms for scheduled events, including stage setup when required. Ensure media systems e.g., audio-visual equipment, microphones are available and functioning for events or meetings.

Administration

• Assist allowance providers upon arrival and accurately manage weekly allowance approvals and distribution.
• Organise and file pre-arrival and pre-departure documentation e.g. arrival cards, itineraries.
• Maintain occupancy boards and provide weekly occupancy reports to the Residential Services Manager.
• Prepare and submit reports, conduct regular Toolbox talk check and updates, and send updates via Teams and email regarding arrivals and departures with relevant information.
• Provide timely and accurate reporting on critical cases when required and requested by the Resettlement team.
• Prepare and submit incident reports promptly and accurately for any onsite occurrences.
• Undertake general administration tasks, including data entry, mail sorting, answering calls, and responding to emails from immigration staff and agencies.
• Report any facility damages to the Asset and Facilities Manager.
• Provide comprehensive and accurate shift handover reports during changeovers.
• Support broader RQP with administrative duties when required.
• Other tasks as required by the Team Leader Residential Services to support day-to-day operations.

Wellbeing, health and safety

• Displays commitment through actively supporting all safety and wellbeing initiatives.
• Ensures own and others' safety at all times.
• Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
• Reports all incidents/accidents, including near misses in a timely fashion.
• Is involved in health and safety through participation and consultation.

Tō tūranga i roto i te Manatū – Your place in the Ministry

The Senior Residential Services Officer position reports into the Team Leader Residential Services within the Refugee and Migrant Services branch. The branch sits within the Immigration New Zealand group.

More information about MBIE’s structure

To mātou aronga – What we do for Aotearoa New Zealand

Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose – Grow New Zealand for All.

To Grow New Zealand for All, we put people at the heart of our mahi (work). Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.

• As agile public service leaders, we use our breadth and experience to navigate the ever-changing world.
• We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders.
• We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).

Ngā matatau – Our competencies

Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.

Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.

Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.

Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.

Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.

Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.

Te Tiriti o Waitangi

As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti).

Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All.

The principles of Te Tiriti – including partnership, good faith, and active protection – are at the core of our work.

MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.

Mahi i roto i te Ratonga Tūmatanui – Working in the public service

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission