Organisational Overview
Haven Home Safe (HHS) is a purpose-driven, for-purpose, community housing provider committed to ending housing insecurity and advancing housing justice across Victoria. We centre the voices and lived experience of the people we support, working alongside our clients to deliver services that are respectful, inclusive, and responsive.
We deliver homelessness intake and referral services, integrated housing and support services encompassing Social and Affordable housing, Specialist Disability Accommodation (SDA), Transitional Housing Management (THM), and property services.
We have four (4) main office locations – Bendigo (registered Head Office), Preston, Mildura and Geelong.
Our Values
HHS is guided by four core values: Inclusion and Belonging, Collective Impact, Empowering Leadership, and Changing Lives. We are deeply committed to our collective impact, demonstrated through our ESG Impact Framework and commitment to First Nations Peoples through our Reconciliation Action Plan
Lead effective and high functioning teams to provide quality customer service and outcomes for clients in several funded housing and support programs within the Mallee area.
Primary Responsibilities
Team Management
• Provide regular, direct supervision to staff.
• Manage performance against work plans and organisational policies.
• Build a strong team culture through leadership, coaching, and mentoring.
• Support staff to improve productivity, effectiveness, and client outcomes.
• Oversee staff hours, leave, workloads, priorities, and performance standards.
• Lead onboarding, orientation, and integration of new staff.
• Provide operational and policy advice, ensuring compliance with all procedures.
• Identify and coordinate training and professional development opportunities.
• Promote resilience, self‑management, emotional intelligence, and reflective practice.
• Work closely with the Head of Engagement and Support Services to foster an inclusive, collaborative culture.
Service Delivery
• Drive continuous improvement across program areas to strengthen service quality and meet KPIs.
• Ensure resource materials are current and relevant.
• Promote client independence through strengths‑based and solution‑focused interventions.
• Ensure services are accessible, professional, and responsive to client needs.
• Oversee best‑practice case management for people experiencing homelessness or housing crisis, aligned with DFFH standards and program guidelines.
• Contribute to integrated service planning to meet client housing and support needs.
• Maintain up‑to‑date knowledge of accommodation and service options.
• Build and maintain collaborative relationships with local services and sector partners.
Leadership
• Contribute to strategic leadership of Support Services at HHS.
• Mentor and support staff, fostering shared responsibility for organisational and personal goals.
• Lead regular team meetings covering performance, compliance, OHS, service delivery, and improvement initiatives.
• Encourage innovation and identify solutions to service challenges.
• Manage complaints and feedback respectfully and in line with HHS processes.
• Support implementation of digital strategy and organisational projects.
• Build strong relationships with funding bodies, partners, and stakeholders.
• Provide service system advice to the Head of Engagement and Support Services.
• Deputise for the Head of Engagement and Support Services when required.
Reporting, Quality and Compliance
• Ensure accurate, confidential recording of client information and financial assistance.
• Participate in the Emergency Response Team to support health, safety, and wellbeing.
• Meet and report on KPIs monthly.
• Engage in performance planning and professional development.
• Prepare timely reports as required.
• Ensure staff compliance with OHS and Equal Opportunity legislation and policies.
• Contribute to policy development and implementation.
• Monitor budgets and manage brokerage funding.
• Participate in regular supervision with the Head of Engagement and Support Services.
• Maintain professional engagement with internal and external stakeholders.
• Undertake other duties as directed.
Key Selection Criteria
Alignment with HHS's Vision, Values, and Impact principles.
Essential
• Demonstrated success in people management and team leadership.
• Formal qualifications in community services or related fields (e.g., welfare, social work, management).
• Experience in case management frameworks and social housing.
• Strong leadership capability, including coaching and staff development.
• Understanding of personnel policies, awards, agreements, OHS, recruitment, and employee engagement.
• Excellent communication, interpersonal, and conflict‑management skills, with cultural sensitivity.
• Ability to apply structured problem‑solving and innovative thinking.
• Commitment to collaborative service delivery and continuous improvement.
• Strong client‑service focus and understanding of people experiencing crisis, poverty, homelessness, or housing stress.
• High‑level organisational skills, including time management, prioritisation, and planning.
• Ability to work within program, legislative, and budgetary constraints.
• Personal qualities aligned with HHS values and Code of Conduct.
• Professionalism, integrity, emotional intelligence, and commitment to ongoing development.
Safety Screening Requirements
• Victorian Driver's Licence.
• National Police Check.
• Working with Children Check.
Travel Requirements
This role may require some travel.
This role involves direct client and community based work, including outreach and lone working in unfamiliar environments. Employees may support individuals experiencing trauma, mental health issues, family violence, or significant psychosocial stressors, and may be exposed to emotionally challenging situations and, on occasion, distressed, agitated, aggressive, or violent behaviours. The role requires emotional resilience, sound judgement, and the consistent application of trauma informed and self care practices. The organisation actively manages psychosocial and safety risks through risk assessment and planning, supervision, workload monitoring, safety protocols, check in procedures, training, managerial support, and access to employee wellbeing supports