Women’s Housing Limited (WHL) is a specialist Housing Provider with a mission to advocate for the housing needs of women and children and contribute to the growth of affordable housing stock. Since our establishment in 1997 – by women, for women – we’ve been listening to their experiences, and acting as their voice in the housing sector. WHL has a reputation for excellent practice as a housing developer, housing manager and provider of client ancillary services

This position sits within the Tenancy Services Team, currently reporting directly to the Tenancy Services Manager. With the future growth of the WHL portfolio, this team will grow in size over the coming twelve months. Tenancy Officer's manage a portfolio of properties including long-term community housing and Rooming Houses.

WHL staff are working in a hybrid manner, working from home, the Cremorne office and on site at properties.

The Tenancy Officer is responsible for providing quality tenancy and customer services to Women’s Housing renters that enables them to improve their lives and improve their outcomes. They are responsible for doing this whilst meeting their KPIs and ensuring compliance with Women’s Housing Ltd's policies and legislation relevant to community housing providers.

The Tenancy Services Team works closely with:

• Assets team
• DFFH
• Renters and rental applicants
• Support agencies
• Advocacy agencies
• Legal services

The key functions of the role include:

• Support Women’s Housing Ltd to provide high quality and compliant tenancy services through adherence to registration, relevant laws and Women’s Housing Ltd’s policies and procedures and the accurate recording of renter information.
• Maintain high levels of customer satisfaction by ensuring the timely response to renter enquiries, complaints and grievances and representing WHL at VCAT
• Support the financial sustainability and growth of Women’s Housing Ltd by undertaking rent reviews and ensuring financial KPIs are met.
• Communicate and collaborate effectively with the Asset Team and ensure tenancy inspection KPI’s are met.
• Focus on improving outcomes for renters by undertaking renter participation and community development activities and providing referrals and pathways to support agencies and other community programs.
• Demonstrate a commitment to the success and continuous improvement of Women’s Housing Ltd by maintaining effective internal and external relationships, keeping abreast of relevant organisation and tenancy policies and developing and maintaining one’s own skills and abilities.

Women’s Housing Ltd is committed to the following principles in all that it does:

• Safe and secure housing is a right afforded to all women.
• Service provision will be culturally appropriate and accessible to all women, including
• Self-determination, respect and dignity underpins all service delivery activities
• A feminist philosophical framework that acknowledges the need for gender specific housing.
• Collaboration and partnership with key stakeholders on issues of strategic importance to homeless women.
• Transparent accountability in effective and efficient operations.
• Commitment to continuous quality improvement.

WHL welcome and encourage Indigenous and Torres Strait Islander applicants.

NOTE: The position is subject to EEO exemption and so is open to female applicants only.

Applicants should provide their CV and a cover letter addressing the key selection criteria of the role listed below. Applications not containing a cover letter will not be considered.

Key selection criteria include:

• Experience in tenancy management and/or social services
• Demonstrated experience in working effectively and compassionately with people with complex needs and challenging behaviours.
• Strong interpersonal skills and conflict management strategies
• Confident to interpret/apply legislation and attend VCAT
• Attention to detail in administrative tasks
• Ability to take initiative in solving problems / finding solutions
• Strong communication skills – both written and verbal
• Experience engaging with broader community and representing organisation in a public domain
• Competent IT skills, including Microsoft Office & Adobe

A position description is attached.