Senior Housing Officer (Frontline Services)

Queensland Government; Gold Coast City; On-site; AUD 90,000 - 110,000; Full time

Job summary

Queensland Government's Housing and Homelessness Services is seeking a qualified leader to manage frontline social housing and housing assistance services, supervising Housing Officers delivering direct services in person at front counters, by telephone, by correspondence, and in the field. This role involves regular field work, risk management, and travel within the region.

You will drive process improvements, build stakeholder relationships, and ensure compliance with department policies and

Qualifications

• Actively work to understand customers and stakeholders with a strong customer-focus.

Responsibilities

• Manage complex social housing and housing assistance services.
• Supervise Housing Officers delivering direct services in person, by phone, by correspondence, and in the field.

Skills

Customer focus

Risk management

Coaching/mentoring

Communication

Service delivery

Professional conduct

Job description

Your role within Housing and Homelessness Services will support the department to deliver housing and homelessness services through Housing Service Centres. The work you will do helps someone every day, and that means the world to us. Frontline Services, Housing and Homelessness Services provides a range of services, products and referrals to offer housing solutions for diverse customer groups.

You will manage complex social housing and housing assistance services and supervise Housing Officers delivering direct services to customers in person over the front counter, by telephone, correspondence, in the field and through outreach services in the community.

Field work is a regular requirement of this role. Conditions in the field are changeable and can be volatile, requiring varying degrees of vigilance and management of risk.

What You Will Be Doing

• Approve high and very high need social housing applications and transfers, and quality assuring application assessments.
• Develop effective professional relationships with stakeholders to improve customer outcomes and processes and manage formal internal and external complaints and facilitating resolutions.
• Represent the department in appeals and attending the Queensland Civil and Administrative Tribunal.
• Supervise team activities and exercising delegation as required, including monitoring performance, workload management, addressing operational issues and reporting.
• Manage and assess properties, conducting condition appraisal inspections and providing advice on maintenance requirements
• Contribute to portfolio renewal plans and implementation of property developments.
• Regularly works in the field, which includes meeting with customers in their homes. Conditions are changeable and can be volatile, requiring varying degrees of vigilance and management of risk. Regional roles may involve intra-state travel overnight.
• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations.

What we are looking for

We are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to our department's equity and diversity objectives which aim to build a workforce that reflects the Queensland community.

It is recognised that everyone is a leader regardless of classification level. Refer to the Team Leader stream of the Leadership competencies for Queensland framework to understand the expectations for this role.

The Skills You Will Need Include Being Able To

• Actively work to understand customers and stakeholders, encouraging a strong customer-focus and building understanding of customer perspectives within the team.
• Demonstrate a balanced approach to managing conflicting demands and comfortably handle risk and uncertainty.
• Readily share your knowledge and experience, acting as a coach, mentor, rolemodel and sounding board for others.
• Demonstrate clear and concise written and verbal communication, modelling open communication by actively and attentively listening to others.
• Demonstrate strong skills, knowledge and expertise in service delivery.
• Model professional, ethical and culturally sensitive behaviour and consistently apply those standards to yourself and others.

Mandatory Requirement

• Class C driver's licence

Applications to remain current for 12 months.

Occupational group

Community Care