Joanne Harper Email and Phone Number

Working as a Product Owner of our D365 Customer Experience platform, comprising of CRM, Lettings, and Income Management, to drive the further development of features and functions. Collaborating closely with stakeholders and other relevant teams to understand business objectives and our Bromford Strategy to define a clear vision for the D365 CE platform.

Working as part of the core project team delivering transformational change to the business; ensuring we develop simple ways of working that ensure we put the customer first. I have been on the transformation journey implementing microsoft D365 from the start of Bromford's journey. Initially working on the high level service design and mapping business processes, I gained experience in all areas of the business including finance, new homes, customer experience and human resources. As we moved from the design to the build stage, I have been able to focus on one area of the business and working with a team of SME's and stakeholders, I have supported the delivery of D365CE for our customer engagement teams including the customer portal and income management, where i led on eliciting requirements, mapping detailed business processes as well as leading on the change process for this area. I have worked with D365F&O SME's to ensure the dependencies and hand in from CE were identified and documented and the end 2 end processes were captured. After successfully going live on D365CE and D365 F&O, I am now working on the EAM aspect of our transformation programme.

With the introduction of the Supporting People funding stream in 2003, I was able to develop the Quality Assurance role to meet the needs of the business and ensure our services were delivering good quality support to our vulnerable customers. I was responsible for supporting the completion of the Quality Assessment Framework for all our supported housing schemes and identifying and sharing good practice throughout our operational services. As part of the role I completed quality audits in our services, including the engagement of customers, to identify areas were we could continually improvement.

During my time as a Service Manager, I was responsible for young families and young singles support projects in Wolverhampton, Dudley and Sandwell. I successfully worked in partnership with these Local Authorities to develop floating support services through the transitional housing benefit phase and also worked with our internal development team to deliver 2 young families supported housing schemes, one of which was a national pilot for the teenage pregnancy housing initiative. As part of my role, I also completed research funded through a Housing Corporation Innovation and Good Practice grant into the support services available to young families. This was supported by the development of an outcome monitoring model to capture the progress of customers living in supported housing. An article outlining the model was published in 'Housing, Care and Support' in November 2002

Working as a volunteer listener on Twins Trust 'Twinline' - taking calls from other parents of twins and multiples and signposting to available resources. Providing the opportunity for caller to engage with another twin or multiple birth parent / carer.

Working as part of a wider multi-disciplinary team, I delivered support to adults with complex and challenging behaviour in a locked door unit. I held responsibility for key-working a number of clients to ensure their personal and social needs were addressed. This frequently involved developing relationships with families and other agencies where communication abilities were limited.