Position Description: Chief Housing Officer

Transcription

1 Position Description: Chief Housing Officer Position Title: Chief Housing Officer Business Unit: Customers & Communities Reports to: CEO Classification: SACS Level 7 POSITION IN CONTEXT The Customers and Communities team is responsible for delivering on the Strategic Plan imperatives: provide a high quality customer service, deliver better support for those who need it to improve their lives and wellbeing, help our customers keep their home long term and work with other community stakeholders to build vibrant, inclusive communities. POSITION PURPOSE The Chief Housing Officer reports directly to the Chief Executive Officer and is part of the Housing Trust Executive Leadership group. The Chief Housing Officer (CHO) is responsible for leading the Customers and Communities team to deliver high quality tenancy management services including housing allocations, housing services, tenant engagement, community engagement and stakeholder management. The role will contribute to whole of business strategic planning as well as business planning for their area of responsibility to fulfil the Housing Trust s Strategic goals. The CHO provides expert advice, coaching and leadership to the Customers and Communities team including Paddy s Place, a crisis accommodation service. They will drive continuous improvement in the development of best practice policies and processes for tenant services and community engagement that ensures business sustainability and ongoing Tier 1 NRSCH registration. The CHO will support the CEO in positioning the organisation for growth by focussing on service development and establishing best-practice tenancy outcomes, lifting the profile of the Housing Trust by active community and sector engagement as well as meeting financial targets and identifying opportunities to expand housing services and the housing portfolio. DIMENSIONS Direct Reports: 4 Indirect Reports: 20 (plus casual staff as required) Annual Budget: TBA

2 RELATIONSHIPS Reports to the Chief Executive Officer Works strategically and collaboratively with the executive team and broader leadership group Leads and manages the: o Team Leader, Allocations o Team Leader, Tenancy o Team Leader, Crisis Accommodation o Executive Assistant (dual reporting) Maintains relationships with external auditor and other key stakeholders Provides reports to the Board of Directors and subcommittees as required via the CEO As a leader, is a role model to all employees of the Housing Trust in regard to expected behaviours including the values of support, collaboration, integrity and respect. Provides inspiration for the achievement of the strategic plan and the future of the Housing Trust DECISION MAKING As per the Executive Level of the Delegation Schedule. KEY ACCOUNTABILITIES Key Accountabilities Key Activities 1. Tenancy and Housing Management Deliver high quality tenancy management by ensuring optimal operational management of the Customer and Communities team Ensure all policies and procedures are compliant and in line with best practice Maintain excellence in quality and risk management and ensure compliance with licensing and registration obligations Manage and support the internal and external complaints and appeals process Drive the continuous improvement of organisational performance in the Customer and Communities team 2. Strategic and business planning As part of the Executive leadership of the HT, contribute to the development and delivery of the strategic plan for whole of business Lead business plan development in areas of responsibility Prepare reports that provide performance monitoring against strategic and operational plans and KPI s for the business, CEO and Board 3. Customer and community engagement Drive a client focused team that provides services to meet the evolving needs of our tenants by developing and implementing customer engagement strategies and community development programs Develop and strengthen partnerships with support providers PD Chief Housing Officer

3 Implement and manage annual customer survey and other community involvement initiatives and use these to drive strategic and operational decisions and improvements Monitor and evaluate industry trends for best practice initiatives 3. People Leadership Champion a one team culture aligned with HT values that supports the attraction and retention of high quality staff Provide leadership to individuals and teams and actively contribute to the Executive Team to ensure optimal performance across the organisation Develop employee performance and capability with regard to HR frameworks including training and development and the performance management cycle Ensure compliance with WHS, HR and other relevant policies and legislation 4. Compliance and risk management Ensure the organisation maintains full accreditation including Tier 1 registration under the National Regulatory System for Community Housing (NRSCH) Maintain compliance will all legal and regulatory policy Provide reports to housing regulator bodies as required and maintain effective relationships Conduct all activities in accordance with the quality system and WHS framework Manage all activities in accordance with the risk management framework Identify, report and mitigate WHS risk 5. Financial Management Ensure the long term sustainability and growth of the organisation through sound financial management of area of responsibility and identify opportunities to expand housing services and portfolio Develop budgets and forecasts for areas of responsibility; monitor and report on adherence to budget; take corrective action as required Contribute to the preparation of funding submissions, tenders and EOI s Manage rent review process Manage arrears to KPI s Manage void times to KPI s 4. Growth Support the growth strategy of the Housing Trust PD Chief Housing Officer

4 Support the Board and CEO raise the profile and influence of the organisation through actively participating in networking events, forums and conferences, business awards and social media Contribute to the identification and analysis of opportunities to grow services and the HT asset base including new/additional housing stock acquisition and development Develop positive partnerships and raise the profile of the Housing Trust in the community and the community housing sector Duties for this position should not be considered definitive. Duties / projects may be added, deleted or modified in consultation with the position holder as necessary. QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE 1. Relevant tertiary qualifications in Business Management, Social Housing or a related discipline 2. Experience in leading housing and community operations in a similar environment 3. Proven ability to lead and develop a diverse team 4. Sound understanding of best practice social housing management, policy and legislation and compliance obligations applying to community housing 5. Experience in driving best practice customer service and community engagement programs 6. Demonstrated financial management capability including budget management 7. Advanced problem solving and negotiation skills 8. Exceptional written and verbal communication skills 9. Strong relationship management and networking skills 10. High degree of professionalism, integrity and ethical behaviour 11. Strong commitment to delivery of the organisation s Vision and Values KEY PERFORMANCE INDICATORS Key performance indicators are determined annually in consultation with the position holder. Signed: Position Holder / / Signed: Manager / / PD Chief Housing Officer

5 Organisation Profile We are a Tier 1 nationally registered Community Housing Provider with over 30 years service and support to the Illawarra Community. The Housing Trust (THT) was established in 1983 to prevent homelessness through the provision of community housing. Our core business is to provide quality housing and property management services to around 2000 residents in approximately 1200 homes for people on low to moderate incomes. We have a proven track record of providing a caring and responsive customer service, listening to our tenants to ensure we are responsive to their needs and working in partnerships with others in our community. THT operates predominantly in the Wollongong, Shellharbour and Kiama Local Government Areas. Our team shares a deep commitment to promoting community participation and providing support services for our residents including older people, people with a disability, Aboriginal and Torres Strait Islander people, young people and people who were homeless. THT is a significant contributor to the local economy, turning over $12 million, employing over 40 people, managing upward of 1200 homes including 244 properties leased from the private sector, and spending $1.8 million using local maintenance contractors annually. The Housing Trust is proudly not-for-profit and is governed by an elected Board of Management. As a Public Benevolent Institution it can offer a range of salary packaging benefits to staff. Vision What we seek for the world: a decent home for everyone. Values The things for which we stand: Support, Collaboration, Integrity, Respect. Purpose What we do, for whom and why: we provide homes, build communities, create opportunities and enrich lives Outcomes For our clients and our community: Our clients make choices and will feel more in control of their home and their lives. Our clients feel safe and comfortable in their homes and neighbourhoods. Our community is proud of The Housing Trust s work. PD Chief Housing Officer