About Regional Housing
Regional Housing is a community-based organisation with a clear vision: every person has a home. We develop, manage and facilitate housing and wrap-around support services for people in need, working in partnership with communities, government, and service providers across the region.
About the Role
We are seeking a compassionate, organised and resilient Client Support Officer to join our Support Services team. This frontline role is central to the delivery of Emergency Relief and crisis response services for individuals and families experiencing financial hardship which often includes housing instability. You will work directly with customers to provide intake, assessment, referrals and short-term intervention while also contributing to the day-to-day operation of a busy, community-focused office.
Key Responsibilities:
* Customer Support and Financial Assistance: Provides frontline assistance to individuals and families experiencing financial crisis, supporting customers in distress using a trauma‑informed and culturally safe approach. This includes responding appropriately to immediate needs and ensuring customers are treated with dignity, respect and understanding at all times.
* Service Delivery and Compliance: Deliver high-quality customer service in accordance with statutory requirements, program guidelines, service agreements and Regional Housing policies, working closely with the General Manager – Support (or delegate) to ensure consistency and compliance.
* Records, Reporting and Confidentiality: Maintain accurate, timely and confidential customer records across relevant systems, ensuring all customer information is documented in line with privacy legislation, funding requirements and organisational standards.
* Community Partnerships and Engagement: Actively build and maintain strong community partnerships and referral pathways to ensure customers can access appropriate support services. Collaborate with internal teams and external providers to enhance coordinated service responses and improve customer outcomes.
* Leadership, Teamwork and Culture: Model best practice, professionalism and Regional Housing values; actively contribute to an inclusive and supportive workplace culture; support colleagues, shared tasks and organisational objectives; and work with senior management on strategic goals or specific projects as required.
* Training, Development and Safety: Undertake and maintain mandatory and program-specific training and professional development, provide required updates to management, proactively support risk minimisation and workplace safety, and assist with reception, phone and appointment-booking duties as required.
About You
You are empathetic, professional, and calm under pressure, with a strong commitment to ethical practice and customer-centred service. You are organised, detail-focused, and comfortable balancing crisis response work with administrative and office-based duties.
Essential Requirements:
* Ability to obtain and maintain Police Check, Blue Card, and NDIS Worker Screening Clearance
* Current Queensland C Class Driver Licence
* Strong interpersonal, written and verbal communication skills
* Ability to manage customers experiencing crisis or distress
• Demonstrated ability to work respectfully with Aboriginal and Torres Strait Islander peoples
* Competent computer skills including Microsoft Office
* Provide evidence of Eligibility to Work in Australia – evidence of citizenship or current working visa
Desirable:
• Experience in Emergency Relief, homelessness or community services
What We Offer
• A meaningful role making a real difference in the community
• Supportive, values-driven team culture
• Training and professional development opportunities