Interviewer skills — Chartered Institute of Housing Occupational Qualification Public Services Revision

    This element provides learners with the fundamental skills and knowledge required to plan, structure, and conduct effective interviews within housing and c

    Topic Synopsis

    This element provides learners with the fundamental skills and knowledge required to plan, structure, and conduct effective interviews within housing and community settings. It focuses on establishing rapport, using appropriate questioning techniques, and adhering to professional and ethical standards to gather accurate information or assess needs. Mastery of these skills enables practitioners to engage meaningfully with tenants, applicants, and community members, facilitating better service delivery and involvement.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Interviewer skills

    CHARTERED INSTITUTE OF HOUSING
    vocational

    This element provides learners with the fundamental skills and knowledge required to plan, structure, and conduct effective interviews within housing and community settings. It focuses on establishing rapport, using appropriate questioning techniques, and adhering to professional and ethical standards to gather accurate information or assess needs. Mastery of these skills enables practitioners to engage meaningfully with tenants, applicants, and community members, facilitating better service delivery and involvement.

    1
    Learning Outcomes
    4
    Assessment Guidance
    5
    Key Skills
    1
    Key Terms
    5
    Assessment Criteria

    Assessment criteria

    CIH Level 2 Award In Involvement in Housing and Communities

    Topic Overview

    The CIH Level 2 Award in Involvement in Housing and Communities is a vocational qualification designed for individuals working or volunteering in housing, community development, or related public services. It focuses on the principles and practices of involving residents and communities in housing management and service delivery. This award equips learners with the skills to facilitate meaningful participation, ensuring that housing services are responsive to the needs of diverse communities. Key topics include the legal and policy frameworks for tenant involvement, methods of engagement, and the benefits of co-production in housing.

    This qualification is crucial because it addresses the shift in UK housing policy towards greater resident empowerment and community-led initiatives. By understanding how to effectively involve tenants and community members, housing professionals can improve service outcomes, increase satisfaction, and foster social cohesion. The award also covers practical tools such as scrutiny panels, resident surveys, and digital engagement platforms, making it highly relevant for frontline staff, housing officers, and community organisers.

    Within the broader context of public services, this award aligns with the Chartered Institute of Housing's professional standards and the UK government's emphasis on localism and community resilience. It complements other CIH qualifications by providing a specialised focus on participation, which is increasingly recognised as a key performance indicator for social landlords. Students will gain a competitive edge in roles that require community engagement, such as tenant liaison, neighbourhood management, and policy development.

    Key Concepts

    Core ideas you must understand for this topic

    • →Tenant Participation: The active involvement of residents in decision-making processes about housing services, including formal structures like tenant panels and informal methods like community events.
    • →Co-production: A collaborative approach where service users and providers work together as equal partners to design and deliver services, moving beyond consultation to shared ownership.
    • →Legal Frameworks: Understanding key legislation such as the Housing Act 1996, Localism Act 2011, and the Social Housing Regulator's Tenant Involvement and Empowerment Standard.
    • →Barriers to Involvement: Identifying and overcoming obstacles like language, disability, digital exclusion, and lack of trust, ensuring inclusive participation strategies.
    • →Impact Measurement: Evaluating the effectiveness of involvement activities using tools like feedback forms, outcome star, and resident satisfaction surveys to demonstrate value.

    Learning Objectives

    What you need to know and understand

    • Understand the interview process., Be able to carry out an interview.

    Assessment Criteria

    Key criteria assessors look for in your portfolio

    • Award credit for demonstrating the ability to prepare an interview plan that includes clear objectives and a logical sequence of questions.
    • Credit learners who can establish and maintain a professional and empathetic rapport with the interviewee through active listening and non-verbal communication.
    • In awarding marks, look for evidence of using a mix of open and closed questions appropriately to elicit detailed information while maintaining focus.
    • Expect candidates to handle sensitive topics with discretion, maintaining confidentiality and data protection principles.
    • Learners should demonstrate the ability to accurately record and summarise interview outcomes in line with organisational requirements.

    Assessment Guidance

    Guidance for achieving higher grades

    • 💡When being assessed on a role-play interview, always begin by introducing yourself and explaining the purpose of the interview to set a professional tone.
    • 💡Use the STAR (Situation, Task, Action, Result) technique if you are required to provide a reflective account of an interview you conducted, to demonstrate your critical thinking.
    • 💡Refer to relevant legislation, such as GDPR, when discussing how you handled personal data during the interview process to show regulatory awareness.
    • 💡Practice active listening skills by paraphrasing the interviewee’s responses during the assessment to confirm accuracy and show engagement.
    • 💡Use specific examples from real housing providers or case studies to illustrate how involvement works in practice. For instance, mention how a housing association used a resident scrutiny panel to improve repairs services.
    • 💡Link your answers to the CIH Code of Ethics and the regulatory framework, showing you understand the professional context. Referencing the Tenant Involvement and Empowerment Standard can earn extra marks.
    • 💡Demonstrate critical thinking by discussing both benefits and challenges of involvement, such as the risk of 'consultation fatigue' or tokenism, and suggest how to mitigate these.

    Common Mistakes

    Common errors to avoid in your coursework

    • Confusing an interview with a casual conversation, leading to a lack of structure and failure to cover essential points.
    • Asking leading or biased questions that influence the interviewee’s responses and compromise the validity of the information gathered.
    • Failing to listen actively, resulting in missed cues or opportunities to probe for deeper insights.
    • Neglecting to manage time effectively, causing the interview to overrun or rushing through important sections.
    • Overlooking the need to confirm understanding with the interviewee, leading to misinterpretations and inaccurate records.
    • Misconception: Tenant involvement is just about holding meetings. Correction: Effective involvement includes a range of methods such as online forums, doorstep conversations, and creative workshops to reach diverse groups.
    • Misconception: Involvement is only for social housing tenants. Correction: The principles apply to all housing sectors, including private rented and leasehold, and can involve wider community stakeholders like local businesses and councillors.
    • Misconception: Co-production means residents do the work of staff. Correction: Co-production involves shared responsibility and decision-making, not shifting workloads; staff still have professional duties but collaborate with residents.

    Frequently Asked Questions

    Common questions students ask about this topic

    Before You Start

    Prior knowledge that will help with this topic

    • •A basic understanding of the UK housing system, including types of tenure (social, private, owner-occupied) and the roles of key organisations like local authorities and housing associations.
    • •Familiarity with the concept of customer service in public services, as involvement is a form of customer engagement.
    • •Some experience of working or volunteering in a community setting is helpful but not essential, as the award covers foundational knowledge.

    Key Terminology

    Essential terms to know

    • Understand the interview process., Be able to carry out an interview.

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