Tenancy Sustainment Specialist

Community Housing LTD; City of Melbourne; Hybrid; AUD 65,000 - 95,000; Full time

Benefits offered by this job

WFH 2 days a week

You Day (annual day off)

Salary Packaging

Career development opportunities

Great salary + Super

Job summary

CHL is seeking a Tenancy Sustainment Specialist in Melbourne to help renters with complex needs maintain stable tenancies. You will identify at-risk households, coordinate referrals to specialist services and support renters to build skills for sustainable housing.

Experience in social work or similar roles is essential, with strong communication and stakeholder relationship abilities. Role requires a genuine commitment to social justice, a current driver's license and checks.

Qualifications

• Relevant qualifications in Social Work or 3+ years in a similar role.
• Experience with complex or high-support needs in a client-facing context.
• Strong communication in emotional or complex situations.
• Sound time management under pressure and competing priorities.
• Commitment to social justice and community housing values.

Responsibilities

• Identify households at risk of tenancy breakdown and support prevention.
• Work with referred renters to understand needs and develop pathways.
• Coordinate referrals to specialist services (mental health, disability, etc.).
• Escalate complex tenancy matters and coordinate interventions.
• Partner with internal teams and external agencies to promote inclusion.

Skills

Empathy and communication

Customer-facing experience

Stakeholder relationship management

Time management under pressure

Problem solving

Education

Social Work qualification

Job description

• Play a key role in helping renters with complex needs sustain a safe home.
• Be part of a values-led organisation.
• Support Team & Purpose Driven Organisation with endless career opportunity

Tenancy Sustainment Specialist role focuses on helping renters with complex or high support needs maintain safe, stable and successful tenancies. The role works proactively to identify households at risk of tenancy breakdown, provide early intervention, coordinate referrals to specialist services and support renters to build the skills and confidence needed to sustain their housing.

This position also acts as an escalation point for complex tenancy matters, working closely with internal teams, external support providers and local communities to reduce risk, improve outcomes and promote inclusive, well-functioning communities. It would suit someone with experience in social work, housing, community services or a similar support-focused role, who is confident working with vulnerable customers, managing competing priorities and building strong stakeholder relationships.

What you’ll be doing

Identify households at risk of tenancy breakdown, including those experiencing complex needs, escalating arrears, complaints, property damage or other vulnerability indicators.

Work directly with referred renters to understand their support needs and develop practical pathways that help them maintain successful tenancies.

Coordinate referrals to specialist services, including mental health, family violence, disability, alcohol and other drug, welfare and community supports.

Act as an initial escalation point for complex tenancy matters, supporting preventative action through referrals, mediation and appropriate interventions.

Partner with internal teams, external agencies and local communities to promote inclusion, safety and coordinated service delivery.

What we’re looking for

Relevant qualifications in Social Work or a minimum of three years’ experience in a similar role.

Experience working in customer-facing roles with people who have complex or high support needs, including developing support or action plans.

Strong communication skills, with the ability to share information clearly and sensitively in emotional or complex situations.

Sound time management skills and the ability to work effectively under pressure, with competing priorities and minimal supervision.

Confidence working with diverse stakeholders, support providers and community partners.

A genuine commitment to social justice, community housing and the right of every person to good quality housing.

Current driver’s licence, plus satisfactory Police, NDIS and Working With Children Checks.

Above else, we’re looking for people who bring our values to life every day:

People first: Every person matters.

Built on integrity: Do the right thing.

Relentless in delivery: Make an impact.

Brave enough to lead: Challenge, innovate, improve.

If you’re someone who builds trust, works collaboratively, takes ownership, cares about the people you serve and makes others feel valued — you’ll fit right in.

What’s in it for you

At CHL, you'll be part of an organisation that's making a genuine difference in the lives of thousands of Australians every day. We offer:

A purpose-driven role with meaningful national footprint that makes a real impact.

A collaborative, supportive and inclusive workplace.

Choose from various office locations in SE Melbourne.

Flexible work arrangements and opportunities for professional development

WFH 2 days a week.

One day off a year as ‘You Day’ to celebrate you

Great salary + Super + Salary Packaging (increase your take home pay!) and much more.

Above all, joining CHL means being part of something bigger — making a meaningful difference and helping create a future where everyone has a place to call home.

About CHL

At CHL, we’re working towards a world without housing poverty. As Australia’s largest regulated community housing provider, we’ve spent more than 30 years creating safe, secure and affordable homes where people can belong, thrive and build a brighter future. We’re a purpose-driven organisation, and our people are at the heart of what we do. Our values of Teamwork, Integrity, Service Excellence and Everyone Matters guide how we work, how we support our customers and how we make a difference in communities across Australia.

Our Recruitment Process

As an Equal Opportunity Employer, CHL works closely with people from diverse backgrounds. CHL acknowledges the Traditional Aboriginal Owners of Country throughout Australia and pays respect to their culture and Elders past and present. Appointments are subject to satisfactory pre-employment checks, including a Police Check and any other role-specific checks.

Tenancy Sustainment Specialist

Community Services & Development Housing & Homelessness Services