POSITION DESCRIPTION

Transcription

1 POSITION DESCRIPTION Position Title: Team Leader - Housing Reports to: Operations Manager Department: Housing Location: Head Office Hours per week: 38 hours per week over 5 days Salary Band: Schcads Award Level 6 Paypoint 1-3 (CDW Class 2a Yr 1-3) Prepared by: Louise Daniel Date: April 2017 Contract term 1.0 Organisational Overview YWCA Victoria is a community NFP organisation that improves the lives of women by ending inequality. Operating in a community development framework and across three sites, we provide a range of community services and accommodation for women and their families, as well as advocacy and membership services. Please see for further information. 2.0 Position Summary The Team Leader, Housing role ensures that YWCA Housing delivers high quality services to tenants, clients and the broader community in accordance with YWCA s values, policies and procedures, organisational performance targets and all relevant government policy and legislation. 3.0 Responsibilities 3.1 The Team Leader responsibilities are listed as follows; o Leadership of the Housing team o Developing a team culture of open and honest communication, consultation and delegated responsibility o Developing and implementing effective systems for communication and coordination within the team o Providing effective supervision and support to team members with the development and implementation of annual work plans o Providing effective supervision and support to team members in accordance with YWCA supervision and performance review policy o Ensure team members receive effective and appropriate training o Ensure regular opportunities for team building and for recognition and reward for staff achievement o Regularly reviewing individual roles and workloads with the team to ensure team resources are being used effectively, efficiently and fairly 1

2 3.2 Delivery of Tenancy and Client Services; o Ensure that the housing team understand and adhere to the organisational policies and procedures and are clear about their roles and responsibilities o Ensure clients are treated with dignity and respect o Ensure that allocations of vacancies are filled in line with YWCA policy and procedures meeting KPI target timeframes o Ensure prospective tenants gain access to YWCA housing through a fair and open process in accordance with YWCA policy and procedure o Monitor that all reports of tenancy related matters, disturbances and antisocial behaviour, complaints are handled promptly and within YWCA policy and RTA legislation o Monitor rent collection and rent arrears management systems are effective and efficient and in line with YWCA policies and procedures o Facilitate the annual rent reviews of all tenants in line with YWCA policy and procedures o Monitor that staff regularly visit and monitor all properties 3.3 Partnerships o Manage and develop partnerships to support tenants in YWCA housing o Facilitate current YWCA partnerships and develop effective working relationships o Develop partnerships that will support YWCA residents/tenants that will assist in sustaining their tenancies, connect them to the local and wider community. 3.4 Tenant Consultation o Develop a culture of service delivery where tenants are provided with clear and honest information o Assist in the development and implementation of the bi-annual Tenant Satisfaction Survey o Assist in the development of culture of service delivery where tenants are provided with clear and honest information empowering them to participate in identifying and creating solutions. 3.5 Administration and Resources Manage Chintaro and housing team resources by; o Developing and maintaining effective and efficient service-based administrative systems and processes o Developing and implementing systems that support the core functions of the services of the organisation o Ensuring that the housing staff have access to the resources and equipment required to operate effectively o Monitoring that all equipment is effectively serviced and maintained o Ensuring Chintaro is updated and running efficiently 3.6 Key Performance Indicators o Maintain accurate data and meet Key Performance Indicators Maintaining accurate tenant and client data collection systems for the collation of information pertaining to service delivery o Monitoring that the staff team collects all required KPI data 2

3 o Responsibility for meeting relevant KPI targets 4.0 Key Accountabilities The following key performance indicators (major accountabilities) must be met; ACCOUNTABILITIES 1. Leadership of the Housing Team Developing a team culture of open and honest communication, consultation and delegated responsibility. Developing and implementing effective systems for communication and coordination within the team. Providing effective supervision and support to team members with the development and implementation of annual work plans. Providing effective supervision and support to team members in accordance with YWCA supervision and performance review policy Ensure team members receive effective and appropriate training. Identify regular opportunities for team building and for recognition and reward for staff achievement. Regularly reviewing individual roles and workloads with the team to ensure team resources are being used effectively, efficiently and fairly. PERFORMANCE INDICATORS Team Meeting occurs weekly Planning days are held every 6 months Supervision of staff occurs monthly. OH&S Policies and Procedures are followed at all times. Staff training occurs regularly, and as required. Any performance issues are dealt with appropriately, and within a timely manner that is formally documented. 3

4 2. Delivery of Tenancy and Client Services Ensure that the housing team understand and adhere to the organisational policies and procedures and are clear about their roles and responsibilities. Ensure clients are treated with dignity and respect. Ensure prospective tenants gain access to YWCA housing through a fair and open process in accordance with YWCA policy and procedure. Monitor that all reports of tenancy related matters, disturbances and anti-social behaviour complaints are handled promptly and within YWCA policy and RTA legislation. Monitor rent collection and rent arrears management systems are effective and efficient and in line with YWCA policies and procedures. Facilitate annual rent reviews are in line with YWCA policy and procedures. Ensure that staff regularly visit and monitor all properties. Monitor that maintenance is delivered in a timely manner and within RTA and KPI requirements. Document that staff have read policies and procedures. Professional standards are met at all times whilst representing the YWCA Victoria. All tenancy related issues are actioned and responded to appropriately. All complaints are registered and actioned within the KPI timeframes. Rent arrears and collection remain within budget and KPI s. Conduct annual rent review ensuring all tenants meet eligibility criteria. Inspect all long term properties annually Inspect all rooming house tenancies 3-6 monthly. Supervise the Property Maintenance Officer. Monitor contractor s compliance requirements are met. Ensure fire and safety standards are met in YWCA housing Facilitate properties are re-established with furniture, household s items Monitor compliance of contractors Monitor fire and safety standards with PMO. Manage the reestablishment fund budget. 3. Manage and develop partnerships to support tenants in YWCA housing Facilitate current YWCA partnerships and develop effective working relationships. Create two new partnerships that support YWCA rooming houses residents. Develop partnerships that will support YWCA Housing residents/tenants that will assist in sustaining their tenancies, connect them to the local and wider community. 4

5 4. Develop a culture of service delivery Where tenants are provided with clear and honest information Assist in the development and implementation of the bi-annual Tenant Satisfaction Survey. Assist in the development of culture of service delivery where tenants are provided with clear and honest information empowering them to participate in identifying and creating solutions. Oversee the management of the Pathways to Independence Program 5. Manage Chintaro and housing team resources Developing and maintaining effective and efficient service-based administrative systems and processes. Developing and implementing systems that support the core functions of the services of the organisation. Ensuring that the housing staff have access to the resources and equipment required to operate effectively. Ensuring all equipment is effectively serviced and maintained. Ensure Chintaro is updated and running efficiently. Facilitate the delivery of biannual survey in line with KPI s. Ensure that the Pathways to Independence program; meet program targets; appropriate data collection; Timely and accurate reports are provided as required. Innovate solutions are developed for effective service delivery to our tenants. Staff has access to Chintaro, mobile phones and IT as required. All data recorded in Chintaro is regularly reviewed and checked for accuracy. 6. Maintain accurate data and meet Key Performance Indicators Maintaining accurate tenant and client data collection systems for the collation of information pertaining to service delivery. Ensuring that the staff team collects all required KPI data. Responsibility for meeting relevant KPI targets. Team meetings All data recorded in Chintaro is regularly reviewed and checked for accuracy. Client note taking is appropriate and within policy. Provide KPI data as required. All staff and team meetings are attended 5.0 Relationships Internal Other Community Housing Officers, Property 'Maintenance Officer and Allocations- Referral Officer Work together as a team to achieve YWCA Victoria and YWCA Housing goals and objectives Ensure efficient systems are developed and implemented Work together as a team for the benefit of the resident and the organisations Operations Manager 5

6 External Government Housing Officers Clear communication to Dept. of Housing staff about resident issues Advocate for residents on issues arising Residents of Housing and Rooming Houses Clear communication to residents on YWCA Victoria and YWCA roles and responsibilities Government Regulatory Officers Clear, open and honest communication to the Office of the Housing Registrar Advocate for the organisations issues that may arise. 6.0 Competencies The following competencies (personal, management and technical) are required to be successful in this role. YWCA Victoria s Core Competencies and commitment to; o provide excellent service to all residents and service users; o regularly attend the workplace; o demonstrating initiative and striving for perfection; o implement policies and procedures, including Occupational Health and Safety requirements; o Work towards YWCA Victoria s goals and objectives Teamwork by: o Working together to achieve Resident and service user s outcomes; o Asking team members if they need assistance; o Accepting team members for who they are and being honest if something is wrong; o Asking for assistance if you require it; and o Being willing to go the extra mile for the residents and company. Communication needs to be: o Open and honest; o Regular discussion with all team members; o Respectful to all those people you work with; o Confident to raise issues with team members; and o Clear so that residents and service users understand their rights and responsibilities. Cultural Awareness to ensure: o Residents are comfortable dealing with you; o Respect to all people that you are dealing with; o Empathy for the circumstance that others find themselves in; and o Appropriate to ensure that residents and service users are treated with dignity and respect. 6

7 7.0 Qualifications and Key Selection Criteria The following experience and qualifications are necessary to be considered for this position; Essential Key Selection Criteria a) Experience in the supervision and leadership of staff b) Ability to lead, motivate and train team members, to establish priorities and manage competing deadlines for self and others c) An awareness, understanding and sensitivity to homelessness issues and the ability and experience to communicate with a diversity of people from various cultures; d) Proven ability to work co-operatively in a small team environment e) Ability to maintain and manage tenancy data on various data bases - CHINTARO and Excel; f) Well-developed oral and written communication skills g) Computer skills that include and software such as Excel and Word; h) High level organisational and administrative skills; i) A clear understanding of the Victorian Residential Tenancies Act; j) Victorian Driver s License. Desirable 1. Be familiar with tenancy management procedures; VCAT, RTA, tenancy agreements and administrative processes in an office environment; 2. Mediation and conflict resolution skills; 3. You have the YWCA Victoria Core Competencies as listed. 8.0 Verification This section verifies that the position holder and the manager have read the attached position description and are satisfied that it accurately describes the position. Position Holder Name CEO/Manager Name Signature Signature Date Date 7