Housing Area Manager Position Description
1 Amélie Housing ABN: St Vincent de Paul Society NSW Charles O Neill State Support Office 2C West Street Lewisham...
Amélie Housing ABN: 41 158 167 483 St Vincent de Paul Society NSW Charles O’Neill State Support Office 2C West Street Lewisham NSW 2049 PO Box 5 Petersham NSW 2049
Housing Area Manager Position Description
Telephone: (02) 9568 0262 Facsimile: (02) 9550 9383
________________________________________________________ Position Title
Housing Area Manager – Amélie Housing
State Support Office (SSO)
CEO – Amélie Housing
Housing Officers (numbers of direct reports may vary)
State Support Office, Lewisham
Primary position objective
To play a leadership role in the delivery of professional property & tenancy management and excellence in customer service.
St Vincent de Paul Society The St Vincent de Paul Society is a member and volunteer based organisation that has been assisting people experiencing disadvantage in NSW for more than 130 years. The Society was founded by a 20 year old man named Frederic Ozanam in 1833, who with a group of friends, wanted to make a difference to the poverty and disadvantage that he saw around him in post-Revolution France. Leading by example and with boundless energy, Frederic started what is now a world-wide movement in just 20 short years. The St Vincent de Paul Society NSW has around 16,000 members and volunteers and 1,400 staff. Our local member networks, referred to as Conferences, are present in over 420 communities across NSW. Our members and volunteers provide assistance to people experiencing disadvantage including food parcels and vouchers, financial assistance, assistance with energy bills and other debt, budget counselling and the provision of other material items such as furniture, clothing and bedding and any other household items. Importantly, our members also provide vital emotional support and referral services as needed. The St Vincent de Paul Society is a leading provider of community support services and has close to 100 Special Works across the State in the areas of homelessness, mental health, disability, financial counselling, supported accommodation, food provision, refugees and migrants and addiction counselling. Our work is funded by all levels of government, the generous support we receive from the community and our 250 Retail Centres across NSW.
Company Overview St Vincent de Paul Housing Ltd is a wholly owned subsidiary company of St Vincent de Paul Society NSW trading as Amélie Housing; it works collaboratively with all levels of the Society in NSW to provide secure affordable housing. The mission of Amelia House is to provide appropriate, secure and affordable housing to those who are homeless or disadvantaged including those reliant on low and moderate incomes, or have a disability and struggling to find a home in Australia’s challenging private rental market. This service also helps to build more socially inclusive neighbourhoods. Amélie Housing is a Registered Community Housing Organisation. Amélie Housing is currently passing through its establishment phase into a stage of vigorous growth. Accordingly, the ‘Area’ to be managed at this time is the whole portfolio, but this will change as the as the housing portfolio substantially grows. The duties of this role may be varied by the Chief Executive Officer in consultation with the Board of Directors, in managing the delivery of housing services within funding agreements, the community housing sector Code of Practice, and the current priorities of the St Vincent de Paul Society.
Primary position objective To play a leadership role in the delivery of professional property & tenancy management and excellence in customer service.
Overview of role Reporting to the CEO, the Housing Area Manager is responsible for leading a team of Housing Officers in managing Amélie Housings existing long term and transitional tenancies. The Area Manager works closely with the Management Team to ensure efficient, consistent and optimum service delivery which: • • • • •
ensures that all applicants and tenants receive responsive, appropriate, respectful and quality customer service; minimises loss to Amélie Housing through rental arrears, minimises damage to Amélie Housing properties; recoups losses through the collection and enforcement of bonds and compensation; ensures harmonious relationships with the community through effective communication with stakeholders and appropriate enforcement of tenancy obligations; and meets the expectations of government partners for the delivery of social and affordable housing to the community.
The role has five principal areas of responsibility/accountabilities: 1. Leadership and People Management 2. Housing Services Delivery 3. Community Development 4. Management Reporting 5. Compliance with policies, procedures and standards
Principal areas of responsibility/accountabilities: 1.
Leadership and People Management
A. Contribute to the achievement of Amélie Housing’s social housing mission and
objectives by supporting the development and implementation of Amélie Housings Business Plan and providing professional leadership and advice on all aspects of housing services delivery B. Ensure that the service delivery staff, skills and expertise are maintained at high level in order to provide a very professional and caring service for our tenants. C. Prepare performance development plans for team members, reviewing performance and providing feedback on a regular basis in accordance with the Performance Development process. Develop and implement Performance Improvement plans providing relevant support and training as necessary. D. Lead the Housing Services Team in the delivery of quality and professional housing management and related advisory services to tenants/prospective tenants in accordance with Amélie Housing objectives, policies, procedures, values, government policy and statutory requirements E. Ensure that team members are kept informed about pertinent issues by holding regular individual/team meetings to enable them to contribute ideas, anticipate issues of concern and take appropriate actions to minimise risks/safeguard the interests of Amélie Housing and its stakeholders and develop a team culture of open and honest communication. 2.
Housing Services Delivery A. Develop, implement, ensure the operation and review (as required) of policies and procedures across Amélie Housing ’s housing management activity, including arrears management, tenancy inspections, breaches by tenants, and enforcement actions in NCAT. B. Ensure the processes and policies in place for rent setting, rent collection and lettings operate to a high level of effectiveness and efficiency to maintain successful tenancies, minimise debt accumulation, property availability and maximise rental income from leasing. C. Provide advice and guidance to Housing Services team members on complex matters of tenancy management, housing policy and practice, as required. D. Ensure Property Services receive timely information on property vacancies to minimise letting/re-letting periods. E. Ensure property inspections are undertaken and defects and/or modifications are dealt with in a timely and cost-effective manner, in consultation with the Property Maintenance Staff. F. Ensure that all team members are trained appropriately to represent Amélie Housing at the New South Wales Civil and Administrative Tribunal (NCAT). G. Manage the designated property portfolio in accordance with Amélie Housing policies, statutory and service delivery obligations. H. Develop and maintain constructive working relationships with government and nongovernment agencies in support of Amélie Housings objectives and to ensure that tenants have access to services and agencies they may require to support their tenancy.
Ensure effective working relationships with all relevant support agencies – including the development of written agreements and protocols where appropriate.
Regularly review feedback on service delivery (e.g. through surveys, complaints or other feedback mechanisms) to drive continuous improvement of services.
K. Ensure that team members work constructively to resolve client complaints and proactively work to prevent future complaints being lodged. L. Ensure that team members keep accurate communication with clients and stakeholders. 3.
A. Participate in key local and community sector networks to develop linkages with other Community services. B. Identify, develop and implement initiatives to support community development, by ensuring that Housing Officers participate in Community Development initiatives such as employment, education, training, volunteering, social and health and wellbeing programs. C. Ensuring that staff are trained and have necessary resources to refer applicants or tenants to appropriate community services. D. Ensure constructive and positive relationships with partners through regular and open communication and leadership to develop relationships across all levels of partner organisations. E. Oversee the development and implementation of tenant satisfaction surveys and other tenant consultation initiatives, including analysing and reporting on findings, identifying and implementing recommendations for improvement F. Ensure that appropriate procedures are in place to record, report and resolve tenancy related complaints in a timely, fair, consistent and effective manner. 4.
Management Reporting A. Monitor the implementation of Amélie Housings rent collection and arrears recovery policy, compiling regular management reports which track team and Organisational performance in this revenue critical area. B. Monitor performance and achievements across a range of defined areas of service delivery, identifying areas for improvement in both data collection and team performance in consultation with the Client Services Manager. C. Prepare a range of management and committee reports and other information, as required, within agreed formats and timeframes across a range of defined areas of service delivery. D. Monitor and maintain the relevant sections of CompliSpace and provide information as required to meet external compliance and reporting obligations
Compliance with policies, procedures and standards
A. Review all applicable policies on CompliSpace regularly.
B. Ensure all new team members are appropriately trained in meeting Amélie Housing’s expectations on policy and procedures. C. Counsel and performance manage team members who breach policy and procedure. D. Regularly train team members in new or revised policy and procedures. Provide advice and guidance to team members on complex matters of tenancy law and practice General requirements to work for Amélie Housing As a growing organisation, housing and tenant services are subject to on-going development, review and improvement. As such, the range of tasks set out in this job description is not exhaustive, and all employees will be expected to undertake a range of duties associated with their areas of responsibility to ensure a high standard of service delivery to internal and external clients. Any substantial changes in role requirements will be discussed with the incumbent as part of a formal consultation process. Amélie Housing is a values-based organisation and seeks to cultivate a culture founded on quality of service delivery, responsiveness, collaboration and respect for others. It is an environment that requires all team members to be open, flexible and responsive to new ideas and ways of working and actively supportive of each other with respect to achieving the best outcomes for Amélie Housing and its tenants. All Amélie Housing employees are required to: • • • • • • • •
comply with all Amélie Housing policies and procedures comply with all worker health and safety legislation and regulation comply with all other Commonwealth and State legislation relevant to the organisation work in a collaborative fashion with Amélie Housing customers, staff and stakeholders uphold and enhance the reputation of Amélie Housing maintain the highest level of integrity in the conduct of Amélie Housing business undertake identified training and development activities/programmes Adhere to the Code of Conduct for Employees
Selection Criteria Essential experience knowledge and qualifications • • • •
Experience of managing a sizeable portfolio of tenancies in the public/community or private housing sector Experience of developing policies and procedures covering housing management activities Experience of leading a team of housing management staff and developing staff performance plans Experience of preparing comprehensive management reports on range of housing management activities, including monitoring and reporting on arrears management issues Experience of dealing with complex and challenging housing management issues including eviction and court proceedings
• • • •
• • • •
Sound knowledge of tenancy and disability legislation and regulatory frameworks as it relates to housing management activities including Residential Tenancies Act Sensitivity to and understanding of issues affecting socially disadvantaged groups including homeless people, people with disability and people from culturally or linguistically diverse backgrounds Highly developed written and oral communication skills and relationship management skills including mediation and conflict resolution skills An ability to lead, motivate, mentor, train and manage a team Well-developed organisational skills including ability to manage conflicting priorities and high case-loads without affecting quality of service delivery Well-developed presentation skills, including ability to represent Amélie Housing in a range of external forums and with a diverse range of stakeholders (tenants, government departments, tribunals/courts, other service providers etc.) Well-developed problem solving and influencing skills including ability to recommend strategies for resolution/service improvement to management An ability to adapt to changing environments and requirements including an ability to lead others through the process of change Skilled in the use of Microsoft Office programmes and housing management databases Current driver’s license and willingness to travel across Amélie Housings property sites.
Desirable qualification and/or experience •
Degree in Social Sciences discipline, Public Sector Management, Social Work or related discipline, or equivalent experience