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Tenancy Administrative Worker

**Employment Status **Casual

**Award Classification **SCHCADS Award Level 2

**Reports to **Chief Executive Officer

**Area of Work **Canterbury-Bankstown, Inner-Sydney and Inner-Western Sydney
areas

**Office location **Campsie Head Office
- 19 vaccination status, a satisfactory Working with Children Check
and National Police check
- ________________________________________
**POSITION PURPOSE**

Southern Sydney Tenants Advice and Advocacy Service (SSTAAS) provides information and advice to
tenants on their rights and obligations as residential tenants. The primary function of the service is
the delivery of a telephone information service to tenants within the identified catchment area. The
Service provides assistance to a range of residential tenants including those in the private rental
market; social housing; tenants in residential parks; boarders and lodgers.

The primary purpose of the Tenancy Administrative Worker is to provide administrative support to
our team of Tenant Advocates who provide information, advice and representation to tenants on their
rights and obligations as residential tenants. The role is responsible for handling all incoming phone
enquiries to the service, completion of the intake process for clients requiring assistance, and referring
client intake requests to Tenant Advocates or other tenancy services as required.

The role is also responsible for working collaboratively with and supporting Tenant Advocates with
data entry for reporting purposes, migration of electronic files to the internal Intranet, and general
administrative duties to support the team to maintain optimal service delivery.

1

**Core Requirements**

**KEY RESPONSIBILITY ROLE REQUIREMENTS KEY PERFORMANCE MEASURES WEIGHTING**
**AREAS**
- Working knowledge of the Metro Assist’s Vision, Mission, - Understands and articulates significance of Centre’s
**_Vision, Mission, _**N/A Values, client requirements and the community context. Vision and Mission and follow organisational values in
**_V_** **_alues _**day to day work.
- Has a general knowledge of administrative functions

within the organisation; and of network services, and - Make effective contact across the sites for program
referral agencies. information collection and dissemination.
- Feedback from client surveys and stakeholders is

positive.
- Able to work with mínimal supervision and escalates - Adheres to timeframe and makes timely responses to
**_Leadership / _**issues as appropriate. team issues.

**_Teamwork
- **
- Works collaboratively with team members and Identifies - Feedback from team members and manager. N/A
areas of change for team improvements. - Demonstrates initiative and participates in team
- problem-solving.- Shows by example a high level of motivation and

sustained discipline to provide effective customer service - Attendance and contribution to Staff meetings and other
regular meetings of relevance to the service.

to clients.
- Participates in providing solutions to problems

associated with specific areas of responsibility.

2

**KEY RESPONSIBILITY ROLE REQUIREMENTS KEY PERFORMANCE MEASURES WEIGHTING**
**AREAS**
- Deals regularly with correspondence or enquiries from - Communicates effectively and in a timely manner with N/A
**_Interpersonal _**clients, or external organisations. clients, stakeholders, and respects confidentiality.

**_Skills / _**- Able to resolve conflict with assistance. - Is aware of organisational protocols relating to conflict
**_Communication _**resolution and follow when required.
- Uses positive engaging techniques while dealing with

clients and staff - Is able to show empathy and use assertive and listening
- Has effective listening skills and seeks, provides and/or skills while dealing with clients and staff.

shares information in an appropriate and respectful - Feedback from internal and external stakeholders.

manner.

**_Continuous _**- Suggests changes to improve quality in own work area - Identifies and recommends changes to procedures,
**_Improvement / _**N/A

and makes agreed changes. protocols and work systems.
**_Quality _**
- Contributes to discussions around administrative
- Identifies opportunities for improvement and suggests practices and trends.

amendments to documentation. - Attends training and workshops as required.

3

**KEY RESPONSIBILITY ROLE REQUIREMENTS KEY PERFORMANCE MEASURES WEIGHTING**
**AREAS**

**_Practices / Safety / _**N/A
- Adheres to Metro Assist Policies and procedures, service - Is conversant with organisational policies and

**_Standards_** **delivery standards, staff code of conduct, and all procedures, codes of conduct and relevant legislation
relevant government legislation (eg, WH&S) and and safe work practices and applies the polices
relevant standards. effectively in own practice.
- Understands the importance of SSTAAS policies and - Attendance to security awareness training and prompt
standards, and TAAP program guidelines