Client Housing Team Lead

**THE ORGANISATION**

Permalink Support Services is a registered National Disability Insurance Scheme (NDIS) Provider, that offers Homecare & Community Care services, Coordination, Therapy, Housing, Supported Independent Living and Job Active Programs, to people with a disability.

Servicing all regions of Metropolitan Melbourne, Permalink is rapidly growing and expanding its care services with more than 500 Support Workers & Clients to date.

**The Role**

The Housing Specialist is one of the most important executives at Permalink Support Services, and their primary responsibilities include client intake, housing assistance and management, customer relations development, providing conflict resolution services, and acting as the main point of communication between the client, support coordinator/stakeholders with our administration teams.

**Benefits & Culture**
- Working in an environment with defined management structures and processes, where Client Housing Management is a highly valued team member
- Employee allowances
- Monthly employee events, functions, and activities
- Long Service Leave
- Employee Assistance Program
- You will have the ability to have a broad remit and be influential across the organisation.
- Variety of learning and professional development opportunities
- Opportunity to transition into a Full - time role after 6 months of continuous performance

**POSITION RESPONSIBILITIES**:

- Virtual Assistant engagement and ensuring they are actioning/prompting the clients to book in inspections.
- Client business development inclusive of marketing
- Responsible for initiating client intake, setup of care plans, Department rostering and complaint resolution
- Attend to high profile clients and severe complex cases in search of private rental, community housing or short-term accommodation.
- Responsible for connecting with clients weekly via a call and sending confirmation messages for inspection bookings, lease approvals and any other communications necessary.
- Working in a multi-disciplinary team including Client Housing Managers, Client Services managers, clients, support coordinators and external stakeholders to sustain tenancies.
- Experience or capacity dealing with people who have experienced homelessness.
- Capacity dealing with complex and challenging clients with an ability to engage clients to create a budget and seek appropriate housing in a timely manner.
- Highly Skilled in managing disputes/complaints and/or breaches in accordance with The Residential Tenancies Act, HCA policies and Victorian Civil and Administrative Tribunal (VCAT).
- Highly developed written and oral communication skills and relationship management skills.
- Well-developed organisational skills including the ability to manage competing priorities.
- Demonstrated experience working in a fast-paced environment and works well under pressure.
- A team player who can work as a part of a team while also having the capacity to function autonomously.
- Ensure quality in service delivery to Clients.
- Maintain KPI as per departmental assigned growth needs.
- Knowledge and experience in the use of Microsoft Office programmers and the capacity to use/ learn new systems/databases such as housing management databases.
- Provide strong leadership and direction for staff within the department, ensuring a high level of service delivery, professional development, and workplace culture.

**SELECTION CRITERIA**
- Tertiary or diploma qualifications in in a Health or Human Service-related field
- Demonstrated experience in managing the delivery of customer support plans within a disability framework
- solving capability, particularly in customer relations and building organisational capability applied within a disability and National Insurance Disability Scheme service framework.
- Minimum 2 years in a customer interaction role in the disability sector or related
- Demonstrated understanding of mental health, autism, and disability service standards.
- A good understanding and knowledge of customer relations and NDIS frameworks and have the ability to build and manage relationships with customers/participants and their employees.
- A broad range of influencing skills, experience with producing high quality and effective written communication with the ability to develop and maintain relationships with a diverse set of support coordinators, support workers and administration staff.
- Strong interpersonal skills including the ability to communicate effectively with a range of people and in a variety of situations.
- Computer skills including experience with Microsoft Office, and the ability to adapt to new in-house systems.
- Flexibility to work reasonable additional hours to fulfil the scope of the role.
- Current drivers’ licence
- Current Police Check
- Current Working with Children Check
- COVID-19 Vaccination Certificate

Onsite compliances to be completed during induction include:

- NDIS Worker Screener Check
- COVID-19 Infe