Housing Advice Line Specialist

The Housing Hub Team - a group of dynamic, passionate, and like minded people - was created to assist people with disability to see the possibilities for a home for themself, have options to choose from, and find the home that is right for them.

Working with us, you’ll have the opportunity to purposefully and professionally incorporate your experience and expertise into your work. We have a shared clarity and commitment to purpose, and we strive to always deliver work of the highest standard. If you are looking for a career where you can make a difference, work with passionate people, have access to salary packaging, and have real opportunities for professional development, we encourage you to join our team.

**About us**

The Housing Hub was created in 2017 with a goal to support people with disability to find suitable and quality housing. Thousands of properties across Australia are currently listed on the Housing Hub website, making it easier for housing seekers to find the right home. Finding the right home can be a long and complicated process, so we’ve created an online community where housing seekers and housing providers work together to develop a market where people with disability enjoy choice and control.

Our Housing Advice Line Specialist is part of the Capacity Building Team at the Housing Hub. We operate the Housing Advice Line to provide important information about housing options, how to determine the types of housing that might be suitable and how to search for a home. This extremely important role requires someone who can raise awareness, build capacity and provide information to participants, supporters and allied health professionals. This is a great opportunity to join the group of dedicated and skilled experts at the Housing Hub and grow your career in this space.

**About the role**

The Housing Advice Line Specialist is responsible for delivering a high impact phone advice line service for people with disability, their supporters and other stakeholders working within the disability housing market. This amazing service assists them to connect with information and resources to better understand housing journeys, to find great housing and to engage with other products and services of the Housing Hub. The Housing Advice Line Specialist will regularly refer callers to both internal and external online resources and organisations who may be able to assist.

This role is pivotal to our mission and helps people with disability and their supporters to understand options available to them in the disability housing market. The Housing Advice Line Specialist is responsible for providing current, relevant and clear guidance to help people with disability get started on their housing journey, and to exercise choice and control in where, how and with whom to live

**If you were in the role last week you may have been**:

- Responding to enquiries and questions from NDIS participants and their supporters
- Documenting some operating guidelines for the Advice Line
- At some team meetings and learning sessions
- Assisting with some data and reporting
- Training some back up staff
- Doing some research

**Key Responsibilities**

**Housing Advice Line support**
- Respond to enquiries and questions from NDIS participants and their supporters, triage enquiries and connect with other Housing Hub products and services where appropriate
- Assist with design and implementation of data dashboards and reporting

**Enquiry management**
- Respond to all messages on the phone line promptly and provide exceptional customer service
- Maintain appropriate records of enquiries in the Housing Hub CRM

**Resources**
- Collate data on common questions and needs of Seekers and Supporters

**Desired Skills and Experience**:
**What experience and skills are we keen for you to have?**

**Qualifications**
- Allied health or disability relevant qualifications and/or relevant experience

**Skills & experience**
- Previous experience in the disability sector working with people with complex support needs, including working with people with complex communication needs
- Knowledge of the NDIS, NDIA policy and processes, Home and Living Supports, Specialist Disability Accommodation, Individualised Living Options, Supported Independent Living, private/mainstream housing and community housing options for people with disability
- Proven ability to manage a high volume of complex client enquiries
- Exceptional verbal and written communication skills
- Organised and able to meet deadlines
- Adaptable to changing environments.
- Friendly, compassionate and displays empathy
- Data entry and management
- Data analysis and reporting

**Benefits Of Working With Us**

There’s never a dull moment working at Summer Foundation and some of the benefits include:

- Not for profit PBI Salary Packaging of $15,900 + Meals and Entertainment card $2,650
- Above award salaries - we are under the SCHADS Award
- Flexible work arrangements - going