You will provide a high quality, person-centred social housing and housing assistance service to diverse customers experiencing complex and challenging housing, and whole of life issues in person over the front counter, digitally, by telephone, correspondence in the field and through outreach services in the community.
Field work is a regular requirement of this role. Conditions in the field are changeable and can be volatile, requiring varying degrees of vigilance and management of risk.
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.
You will provide a high quality, person-centred social housing and housing assistance service to diverse customers experiencing complex and challenging housing and whole of life issues in person over the front counter, digitally, by telephone, correspondence, in the field and through outreach services in the community.
Field work is a regular requirement of this role. Conditions in the field are changeable and can be volatile, requiring varying degrees of vigilance and management of risk.
It is recognised that everyone is a leader regardless of classification level. Refer to the Individual Contributor stream of the Leadership competencies for Queensland framework to understand the expectations for this role.
What you will be doing:
• Work collaboratively to respond to customers, undertake customer interviews, make referrals to support service agencies, assess new housing and bond loan applications and rental grants.
• Manage tenancy arrangements, allocations and vacancies, liaising with the community and other housing providers and ensure departmental compliance.
• Conduct home visits to properties and investigate and facilitate the resolution of any tenancy disputes and complaints as well as manage the maintenance of properties and conduction property inspections.
• Monitor and manage outstanding arrears, rent assessments, pay deductions and refunds and actioning sundry debts and collections as required.
• Use Microsoft products and other IT systems to maintain accurate customer and property records and file notes with a high level of accuracy and work output.
• Support and help 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.
The skills you will need include being able to:
• Manage new and unexpected events and demonstrate judgement about when to escalate issues.
• Proactively engage across government and with providers to deliver holistic responses for vulnerable customers which are person-centred in approach.
• Embrace new challenges and show resilience during times of change and uncertainty.
• Demonstrate strong skills, knowledge and expertise in service delivery with a focus on teamwork and providing person-centred solutions.
• Model professional, ethical and culturally sensitive behaviour and consistently apply those standards to yourself and others.
Mandatory requirement - Class C Driver's Licence
Applications will remain current for a period of 12 months.