Position Vacant Tenancy Support Officer


This information package includes information about Wollongong Emergency Family Housing Inc (WEFH), the relevant program and the employment position. Please ensure that you read the position description and the selection criteria.

Required documents

Applications must include the following, without these documents your application will not be considered

  • A cover letter
  • An up to date resume/CV including a list of-referees (preferably including one from your most recent employer)
  • Detailed response to the Selection Criteria outlining how you are able to demonstrate you meet the criteria for the position. This can form part of your covering letter

Closing date: 12 midnight Sunday 13th October 2019

Applicants sent via email to WEFH employees or to other addresses will not be considered.

Applications addressed to: The General Manager Private and Confidential and emailed to: info@wefh.org.au


Position details

Term 15 to 35 hours per week
Location Wollongong
Award Social Community Home Care and Disability Services Industry Award
Pay SCHCADS 3.1 (grade 2 year 1) to Level 4.1 (grade 3 year 1) based upon experience /qualifications and is eligible for Salary Sacrifice


Applicants must have the right to work in Australia and must hold or obtain a Working with Children Check and will need to complete relevant police checks.

WEFH is an Equal Opportunity employer. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as gay, lesbian, bisexual,

JOB NOTES Physical requirements: The ability to lift and carry allowable weight amounts

Selection Criteria

A detailed response to the below selection criteria should be included with your application

  1. Provide details of Recognised tertiary qualifications, in Housing, Community Services, Social Work or relevant related area
  2. Detail your experience working in residential tenancy and property management
  3. Summarise your knowledge of the Residential Tenancy Act 2010 and relevant legislation
  4. Provide examples of well-developed written & verbal communications skills
  5. Demonstrate your strong understanding and proven ability to engage with and work with the local vulnerable community members
  6. Detail your understanding of issues and emerging trends relevant to low and moderate income household client groups
  7. Provide examples of your knowledge and understanding of social housing management practice and principles
  8. Demonstrate your experience working with other community groups, services, agencies and government departments
  9. Detail your computer skills and examples of programs, databases and systems used


Overview of WEFH

Wollongong Emergency Family Housing Inc. (WEFH) provides assistance to those who are homeless or at imminent risk of homelessness. WEFH is a vibrant busy service and is funded by Family and Community Services through Service Support Funding. The role of our organisation is to fill the current gaps in the homelessness sector. WEFH also provides transitional accommodation for families and individuals in crisis.

Position purpose

The Housing Officer is responsible providing developing professional relationships with tenants in order to provide high quality comprehensive   support to tenants. The Housing Officer will be a key contact for tenant responding to queries and working with tenants to ensure arears are minimised and tenancies are maintained wherever possible.

The Housing Officer liaises with WEFH programs and external agencies ensuring that the best possible solution is developed to meet the clients ongoing needs.

Key Accountabilities & Responsibilities

  • Develop trusted professional relationships with Tenants to facilitation the provision comprehensive ongoing tenancy support. Provide appropriate support for tenants to assist them maintain their tenancy
  • Ensure that communication with tenants is consistently accurate, timely, non-judgemental, cordial and professional. Method of    communication is to take into consideration tenants’ personal circumstances and include both verbal and written communication
  • Provide weekly reports on tenant contacts especially with respect to communications regarding arrears and other tenancy issues
  • Maintain register of property inspections and ensure that inspections are completed in accordance with the required timeframes and entered in to the system. Ensure action items are documented and attended to as soon as possible
  • Conduct regular tenant income reviews and communicate to tenants the related rental adjustments in accordance with policy and procedure
  • Assist with the coordination of tenancy commencement including lease documents, pre-commencement inspections and tenant induction
  • Ensure computer and hard copy files for properties and tenants are up to date and accurate at all times
  • Assist with the monitoring of rent arrears and breaches of tenancy implementing solutions in accordance with policies. Assist when required with preparation for and attendance at Tribunal hearings
  • Keep the Housing Manager up to date and report as soon as possible any identified conflicts of interest, risks or contentious issues that may impact upon Clients or the IAC
  • Liaise with the WEFH Team and Manager on complex cases and issues working to provide the best solution for the Client and maintaining the tenancy wherever possible.
  • Work with other WEFH Team Leaders to identify suitable services for clients offered by other WEFH programs.
  • Provide follow up support as needed to help rehoused clients to sustain their tenancy
  • Assist clients to move from temporary to safe and affordable long-term housing
  • Assist client access post crisis support to assist sustaining them in their housing
  • Participate in industry and community events to raise awareness of services provided and encourage Tenants to utilise services available to them
  • Be visible in the community, encourage tenants to participate in community events and to provide feedback and share information with other community members
  • Build and maintain a current working knowledge of relevant support services available to tenants
  • Document outcomes and information gained from community and industry events and share with WEFH organisation
  • Complete reports including statistical reports, project work and client reviews in accordance with designated timeframes (weekly, monthly, quarterly etc.)
  • Notify Manager  and report all cases of  suspected risk of harm to children  and young  persons to  relevant
  • authorities as required by current legislation
  • Maintain a current and full understanding of Confidentiality Policies and Procedure.
  • Participate in organisational events, development and strategic planning activities
  • Participate in internal and external meetings in a manner which contributes to the positive development of the program
  • Positive promotion of WEFH at all times especially when in public forums, liaising with clients or other outside personnel
  • Comply with all WEFH policies and procedures and statutory obligations as amended from time to time
  • Oversee workplace activities ensuring that the workplace is safe and healthy for all employees. Ensure that all employees  adhere to WEFH policy and procedure and  carry out work according to safe working practices in order to eliminate or mitigate the risk of “near miss” or injury incidents
  • Comply with all workplace health and safety and equal employment    opportunity initiatives to contribute to a safe, healthy, equitable and ethical workplace
  • Work in accordance with lawful and reasonable management directions.




Manager/ Team Leader Frequently provide  regular updates on tenants,  case management, properties and issues and to receive guidance on related issues

Provide information, advice and contribute to decision making Identify emerging issues/risks and their implications and propose solutions


Team members and other internal stakeholders Daily to share information as appropriate and receive and provide advice on related issues

Consult and collaborate to ensure administration standards are met, develop solutions and strategies to meet deadlines and develop solutions


Clients/Tenants Maintain  professional relationship sharing information and providing support to ensure the wellbeing of the Client

Maintain professional supportive relationship to ensure that information flow is two  ways and issues are raised and dealt with in a prompt proactive manner


Service Providers, Agencies, Community Services and other Stakeholders Provide information as required on tenancy and property management matters

Report and provide updates on tenancies in accordance with procedures and legislative requirements

Engage and consult in the resolution of issues



Key Performance Indicators

  • Provide comprehensive support to tenants developing professional relationship resulting in minimal number of tenancy losses
  • Provide weekly and monthly updates to the  Team Leader in reports, case reviews and/or team meetings
  • Ensure that all property and tenant files, systems and reports are up to date and accurate at all times
  • All property inspections are completed on time, documented   and issues attended to as appropriate
  • Urgent issues are dealt with within required timeframes and duly entered into the system
  • Tenants with arrears problems are closely liaised with and plans developed taking their situation into consideration to minimise arears as much as practicable
  • Demonstrate frequent referral to and utilisation of other WEFH services for Clients
  • Immediately report all incidents or concerns subject to mandatory reporting requirements. Complete    required paperwork as soon as possible.
  • Attend required staff meetings, case reviews, and scheduled training and development events.
  • Obtain consistently positive feedback from peers, managers, tenants and other external stakeholders


  • Recognised tertiary qualification, in Housing, Community Services, Social Work or relevant related area
  • Proven experience working in residential tenancy and property  management
  • Knowledge of the Residential Tenancy Act 2010  and relevant legislation
  • Well-developed written & verbal communications  skills
  • Strong understanding and proven ability to engage with and work within the local Aboriginal Community
  • Understanding of issues and emerging trends relevant to low and moderate   income  household client groups
  • Knowledge and  understanding of social housing  management practice and principles
  • Experience working with other community  groups, services, agencies and government  departments
  • Ability to work independently and as part of a team
  • Strong computer skills including database entry, word processing and Microsoft Office
  • Strong computer skills including database entry, word processing and Microsoft Office suite of programs
  • Demonstrated ability to juggle multiple priorities and meet deadlines
  • Thorough understanding of Work Health & Safety obligations.


  • Qualifications and/or experience in Social Housing


  • Current unencumbered  NSW Driver’s Licence
  • Current Working  with Children Check & National Police Check