Senior Housing Services Advocate — Client Outcomes Lead

NSW Department of Communities and Justice; Dubbo; On-site; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Superannuation

Annual leave loading

Job summary

NSW Department of Communities and Justice seeks a Senior Client Service Officer for Housing Services. This role provides frontline housing guidance to clients, advocates and stakeholders, ensuring eligibility alignment with legislation and policies.

You will resolve tenancy issues, manage subsidies and oversee confidential client information while coaching colleagues to improve service delivery and system efficiency. A commitment to inclusive, trauma-informed care is essential.

Qualifications

• Experience with clients in complex service environments.
• Strong stakeholder engagement and relationship management.
• Ability to coach and develop team members.
• Experience prioritising competing tasks and delivering results.
• Excellent communication and interpersonal skills.
• Strong organisational and time management abilities.
• Ability to mentor and train staff.
• Proficiency with case management and attention to detail.
• Ability to work well in a team with a positive attitude.
• Empathetic, trauma-informed client service approach.
• Proficiency with technology and accurate record keeping.

Responsibilities

• Provide frontline housing service advice based on eligibility and policy.
• Collaborate with officers and stakeholders to improve client outcomes.
• Resolve tenancy issues and represent Housing NSW at NCAT.
• Coach team members to enhance client assessment and system use.
• Manage client processes including transfers, arrears and subsidies.
• Oversee client accounts and review subsidies for compliance.
• Maintain accurate, confidential client information.
• Monitor workflows and support team development.

Skills

Client service

Stakeholder engagement

Coaching/mentoring

Time management

Record keeping

Teamwork

Technology proficiency

Tools

Client information systems

Case management systems

Job description

NSW Department of Communities and Justice seeks a Senior Client Service Officer for Housing Services. This role provides frontline housing guidance to clients, advocates and stakeholders, ensuring eligibility alignment with legislation and policies.

You will resolve tenancy issues, manage subsidies and oversee confidential client information while coaching colleagues to improve service delivery and system efficiency. A commitment to inclusive, trauma-informed care is essential.