Position Description POSITION DETAILS Position title: Housing Manager Position number: P09080 Classification: Administrative Services Officer 5 Division: Housing and Community Services Branch: Housing ACT Section: Tenancy Operations Working with vulnerable people: Yes Date reviewed: December 2014 ORGANISATIONAL ENVIRONMENT The ACT Government Community Services Directorate has responsibility for a wide range of human services functions in the ACT, including multicultural affairs, community services, older people, women, public and community housing services and policy, children, youth and family support services and policy, disability policy and services, therapy services, Child and Family Centres, homelessness, community engagement, Aboriginal and Torres Strait Islander Affairs, and community disaster recovery. CSD will be gradually withdrawing from specialist disability and therapy services. This is expected to be complete by June 2017. CSD provides staff with flexible working arrangements, access to a range of varied and interesting roles and training that is tailored to career goals. Staff working in CSD are expected to demonstrate quality customer service, problem solving and teamwork skills, be willing to continuously improve, adapt to change, be outcome focused and accountable for their actions. Further information relating to CSD can be found at http://www.communityservices.act.gov.au. DIVISION OVERVIEW The Group: Housing and Community Services is committed to excellence and the highest ethical standards in dealing with clients and other stakeholders. The principles most highly valued by the organisation are problem solving, empathy, teamwork, professionalism and leadership. Housing and Community Services provides public housing and rental assistance to clients and aims to be an innovative and effective social housing provider, responsive to the needs of its clients. This requires both: Planning to identify the needs of clients and to work within government policy to meet those needs; and Service delivery that is “front line”, to implement those plans through the provision of housing assistance and management of properties. Community Services Directorate GPO Box 158 Canberra ACT 2601 T (02) 6207 5111 www.communityservices.act.gov.au Page |1 Housing and Community Services assists eligible applicants to obtain and maintain secure, affordable housing. A significant number of clients need more support to assist them to obtain and maintain an independent lifestyle. These include clients who present with complex social situations such as: Financial difficulties; Drug dependence; Domestic violence; Mental/physical disabilities; and Diverse cultural and linguistic backgrounds. Housing and Community Services is responsible for maintaining, developing and improving the Government’s stock of public housing. This includes: The management of more than 11 000 properties; The delivery of a capital program in excess of $36m pa that includes the sale, purchase, construction and redevelopment of housing stock; and Contract management of facilities. BUSINESS UNIT OVERVIEW Housing ACT is responsible for: Assessing the eligibility for public housing and accommodation and supporting the needs of our clients; Allocating properties to eligible applicants and community organisations in a way that ensures longterm housing solutions and sustainable tenancies; Supporting tenancies through effective tenancy management; Managing public housing assets, including the provision of appropriate and timely maintenance, and a portfolio that best meets the existing and emerging needs of clients; Supporting the community housing sector; and Providing information that is clear, relevant and offers choices to applicants and tenants. Tenancy Operations is responsible for the management of more than 11,000 public housing tenancies and for providing advice and support to public housing tenants and stakeholders on diverse and often complex issues. Tenancy Operations coordinates support services and community participation programs to ensure long-term housing solutions and sustainable tenancies; manages neighbourhood disputes and identifies and delivers service improvements. Tenancy Operations is responsible for monitoring property conditions on behalf of Housing ACT and advising on asset maintenance issues. The business unit provides a differentiated model of service delivery aimed at providing an optimal service response to the needs of public housing tenants, and through the Housing Manager role, provides the organisations primary client service interface with the community. Tenancy Operations is committed to providing a safe, productive and rewarding place of work. Community Services Directorate GPO Box 158 Canberra ACT 2601 T (02) 6207 5111 www.communityservices.act.gov.au Page |2 POSITION OBJECTIVE The Position: The Housing Manager role is responsible for managing a portfolio of public housing tenancies and for providing advice and support to public housing tenants to assist them to maintain their tenancy. Key outcomes expected of the Housing Manager include: Application of legislation, housing policy and business rules; Provision of quality client service; Management of tenancies, accounts and neighbourhood issues; Community liaison and partnerships; Assessment of client circumstances in respect of housing and support needs; Assistance to clients to access specialist services from within and outside the organisation; Input into planning, reporting and delivery of services; Streamlined maintenance processes; Improved communication across the organisation; Improved sustainability of tenancies; Resolution of customer complaints; and Positive feedback from clients and community. The following legislation is relevant to the work of the position (ACT unless otherwise stated): Fair Work Act 2009 (Cth) Public Sector Management Act 1994 Public Interest Disclosure Act 2012 Freedom of Information Act 1989 Financial Management Act 1994 Residential Tenancies Act 1997 Housing Assistance Act 2007 Information Privacy Act 2014 Territory Records Act 2002 Discrimination Act 1991 Work Health and Safety Act 2011 Human Rights Act 2004 Public Rental Housing Assistance Program 2010 DUTIES/RESPONSIBILITIES Under general direction: General: Take a problem solving approach and make decisions responsive to identified needs; Work in partnership with clients and the community; Work in a team and independently; and Implement and apply legislation, policies and business rules. Specific: Undertake client service visits; Carry out routine property inspections and provide advice on property standards; Assess household income and approve rental subsidies; Record client contact; Assist clients with maintenance issues; Utilise business systems to record information in accordance with the business rules; Understand client circumstances and assist clients to access services that enhance their tenancies and independent lifestyles; Identify clients who may have complex needs and implement early intervention processes; Assist clients to resolve tenancy issues and neighbourhood disputes; Community Services Directorate GPO Box 158 Canberra ACT 2601 T (02) 6207 5111 www.communityservices.act.gov.au Page |3 Manage tenancy breakdown; Monitor rental accounts and negotiate repayments with clients; Take appropriate action in cases of breaches of tenancy agreements and legislation; Monitor case plans and work towards preventing evictions Maintain and improve social tenancy linkages; Provide input into planning and delivery of services; Contribute to the development of individual workplans and take responsibility for own learning requirements; Ensure accuracy of information systems and integrity of data; Prepare general correspondence and provide information and draft replies for responses to ministerial correspondence; Undertake financial journal processing; Interpret financial data; and Plan workload to achieve business targets/outputs. Work in accordance with, and uphold the ACT Government Respect, Equity and Diversity Framework and the Directorate’s Work Health and Safety System. SELECTION CRITERIA Note: For each criterion, please limit your response to 350 words or less 1. Demonstrated ability to provide quality customer service to a diverse range of clients. 2. Demonstrated ability to develop an understanding of relevant legislation policies and procedures and the ability to apply these effectively in the workplace. 3. Demonstrated effective communication (oral and written) interpersonal and problem solving skills and the ability to develop effective relationships with clients and with support services. 4. Proven high quality organisational skills, including demonstrated capacity for attention to detail, experience in meeting tight deadlines and achieving results. 5. Demonstrated ability to work both independently and cooperatively in a team environment including the ability to utilise team resources effectively. 6. Demonstrated ability to undertake research and analysis and provide sound advice. 7. A demonstrated commitment to work in accordance with, and uphold the ACT Government Respect, Equity and Diversity Framework and the Directorate’s Work Health and Safety system. QUALIFICATIONS, SUITABILITY AND EXPERIENCE Essential qualifications and experience: Current driver’s licence. Experience in using a range of IT business and office applications. Desirable qualifications and experience, but not essential: N/A ADDITIONAL INFORMATION Educational, suitability and professional qualification checks may be carried out prior to employment. Community Services Directorate GPO Box 158 Canberra ACT 2601 T (02) 6207 5111 www.communityservices.act.gov.au Page |4 Community Services Directorate GPO Box 158 Canberra ACT 2601 T (02) 6207 5111 www.communityservices.act.gov.au Page |5
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