About the organisation

At Liverty Housing, we believe your home should be more than just a place to rest, it should suit you perfectly, from things you need every day to things that make you smile. That’s why we bring accessible homes to life all across Australia. Wherever and however you live, we want to make sure your home fits all your needs. Our vision is that all people with disability and complex care need to have the opportunity to live in high quality housing that enables them to live as independently as possible, enhancing their health, well-being and participation in the community. Our Specialist Disability Accommodation (SDA) homes are built to suit lifestyle - with accessibility top of mind, we want your home to feel like an oasis, a warm hug, a place that really feels like you.

Our model is a contemporary one that brings accessible and affordable housing and support together with smart home technology to give individuals greater choice and control over how they live. The right housing and support in the right location can increase a person’s quality of life and independence, while reducing lifetime care costs.

About the role

We are currently going through an exciting period of renewal and are looking for the right person to apply their passion for impact to help us grow sustainably. The Engagement Specialist is the first point of contact for prospective SDA tenants (housing applicants), and manages the application process, as well as intake and transition of those new tenants into Liverty properties, ensuring that the onboarding experience is seamless and sets the tone for a positive tenancy. They will work with the prospective tenants and their support network to progress them through the customer journey from the point of enquiry through to move-in, ensuring that the highest levels of customer service are provided.

At Liverty, your wellbeing is central to how we work, and we understand that we only thrive if you do. We pride ourselves on a flexible work environment that genuinely supports work-life balance.

Key Responsibilities

Enquiry Management:

• Record all actions and communications in the CRM
• Respond to all incoming phone calls and emails daily with a target response time of under 24 hours
• Discuss opportunities with enquirers, promoting the benefits of Liverty Housing properties and support model seeing every call an opportunity to build a relationship for the future
• On a rostered basis with other team members, answer the main enquiry line and email in box, again providing quality information the same day
• Screen enquiries for eligibility for SDA funding at the level required for the property the enquirer is interested in, as well as suitability to be a tenant
• Work with each applicant and their support network to ensure they receive the required information about Liverty, its properties, the customer journey and any other relevant information to help them make informed decisions.
• Issue application forms and any supporting information for suitable and eligible enquirers
• Collect feedback and identify areas of improvement to support Engagement objectives

Application Management:

• Receive and process applications from enquirers that have been converted
• Compile all relevant application information, including any allied health reports, individual requirements and communication preferences, and set each tenant up in Liverty’s CRM.
• Obtain evidence of SDA and support funding to ensure eligibility for Liverty’s properties
• Present applications at case conference for endorsement
• Liaise with Onsite Support Providers to confirm suitability of the applicant with regard to shared onsite support.
• Provide comprehensive information to applicants about the onboarding process and Liverty tenancies, to enable them to make an informed decision.
• Issue letters of offer for endorsed applicants.

Transitions/Move-Ins:

• Liaise and collaborate with Liverty’s property team to ensure apartments are at the standard required by Liverty before a new tenant moves in.
• Prepare comprehensive welcome packs for new tenants and ensure they have reviewed and understand the information contained.
• Complete any onboarding compliance requirements, which may include verification of applicant ID and income (for RRC calculation).
• Work with internal and/or external stakeholders to facilitate the preparation of lease documentation.
• Conduct apartment and building orientations for new tenants, including orientation to Assistive Technology.
• Facilitate the key handover process, ensuring each key handover is personalised and responsive to the tenant’s needs.
• Facilitate a smooth handover to the Tenant Specialist once the tenant has moved in.
• Conduct post-move in check-ins within the first 4-6 weeks of tenancy and work with the broader Liverty team to address any identified opportunities for improvement.
• Conduct exit interviews with exiting tenants and work with the broader Liverty team to address any identified opportunities for improvement.

Qualifications, Skills and Experience

• Tertiary qualifications in a related industry sector and/or in a health or human services field
• Relationship-building and problem-solving skills
• Practical knowledge and application of NDIS and SDA and extensive experience in disability services
• Extensive knowledge of regulatory and compliance requirements
• Strong interpersonal skills.