Senior Housing Officer (Frontline Services)

Department of Housing & Public Works QLD; Maroochydore; On-site; AUD 90,000 - 115,000; Full time

Job summary

Department of Housing & Public Works QLD in Maroochydore is seeking a Senior Housing Officer to oversee complex social housing services and supervise Housing Officers delivering front-line services in person, by telephone, and in the community.

You will manage rent reviews, assess eligibility, and approve high-need applications, while building strong stakeholder relationships to improve outcomes and handle complaints and tribunals. Travel to regional sites may be required.

Qualifications

• Understand customers and stakeholders and keep a strong customer focus.
• Balance conflicting demands while managing risk and uncertainty.
• Share knowledge and coach others within the team.
• Demonstrate clear, concise written and verbal communication.
• Show strong service delivery expertise.
• Model professional, ethical and culturally sensitive behaviour.

Responsibilities

• Work collaboratively to carry out annual rent reviews and assess eligibility.
• Approve high and very high need social housing applications and transfers.
• Develop relationships with stakeholders to improve outcomes and manage complaints.
• Represent the department in appeals and tribunals.
• Supervise team activities, monitor performance and workload.
• Manage and assess properties and advise on maintenance needs.
• Contribute to renewal plans and property developments.
• Ability to work in the field meeting customers in their homes.
• Stay vigilant to changing conditions and travel as required.
• Lead Workplace Health and Safety practices day-to-day.

Skills

Customer focus

Stakeholder engagement

Risk management

Coaching & mentoring

Communication

Service delivery

Ethics & culture

Job description

Department of Housing & Public Works QLD – Maroochydore QLD

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.

As a Senior Housing Officer 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.

What you will be doing:

• Work collaboratively to carry out annual rent reviews, including engaging in tenancy conversations, assessing eligibility, processing household circumstance changes for rent calculations, and reviewing ongoing eligibility.
• 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.
• Ability to work 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 Choose an item. 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

Applications to remain current for 12 months.