POSITION DESCRIPTION
Tenancy Officer
CHC Vision / To provide affordable housing for people on low to moderate incomes by:§ Improving access to affordable housing;
§ Creating appropriate housing;
§ Improving service delivery; and
§ Developing the CHC organisational capacity by efficient and appropriate corporate governance.
Position Status / Full-Time, 38 hours
Reports to / Business Unit / Tenancy Manager
Subordinates / Nil
Delegation / Nil
Position Objective / The ongoing monitoring and maintenance of a CHC tenancy portfolio including tenancy administration, expression of interest, applications, arrears, property inspections, ongoing eligibility, file management and general tenancy enquiries in accordance with CHC policies, procedures and work instructions.
Key duties and responsibilities / Tenancy Management
§ Create, maintain and terminate all CHC affordable housing models tenancies, in accordance with CHC policy, procedures and work instructions.
§ Complete tenancy application processes, including the review of previous EOI applicants.
§ Conduct regular tenancy reviews to assess ongoing eligibility for rental rebates and implement any rental review amendments.
§ Monitor tenant arrears through the tenant (customer ledgers), recommending, preparing and monitoring payment plans and implementing notice to remedy (NTR) and notice to vacate (NTV) according to CHC timelines.
§ Manage the vacating of tenants and letting / re-letting vacant tenancies, in liaison with finance and assets, minimising the time properties are vacant.
§ Record all documentation and correspondence (i.e. emails, letters, and telephone conversations with tenants) in BASIX and Codafile, in accordance with CHC’s records management policies and procedures.
§ Provide input into CHC systems, policies, procedures and work instructions as requested to ensure they are maintained and regularly reviewed.
§ Provide information to inform tenants of their responsibilities and rights as tenants of CHC, including payment of rent and maintaining the property in good repair, and the processes for complaints and grievances. Where appropriate provide contact details to other organisations that may provide additional services required by the tenant, such as Red Cross, Care Financial, Barnados, Conflict Resolution Services etc.
§ Respond to tenant queries and forward asset maintenance requests to assets upon receipt.
§ Assist the Tenancy Manager with other duties as required, for example commencing paperwork for ACT Civil and Administrative Tribunal applications, CHC telephone answering, the administration and update of the Allhomes website and preparation of tenancy reports.
Key Performance Indicators / Performance is assessed in accordance with adherence to all CHC policies, procedures and work instructions, the CHC Code of Conduct and the CHC Tenancy KPIs listed below:
§ Tenancy applications are responded to within 2 working days.
§ Applicants are advised within 9 working days as to the eligibility of their tenancy application.
§ Applications are completed within a maximum of 27 days.
§ Six monthly Public Rebated Rent (PRR) reviews are carried out within a maximum of 8 weeks and rent changes applied as required.
§ All other eligibility reviews are carried out annually within a maximum of 8 weeks with new leases executed at least 1 week prior to the existing lease expiring.
§ Inspections are carried out for each active tenancy every 6 months, (or more frequently if endorsed with ACAT), within 4 weeks of the due date, and recorded in BASIX.
§ All tenancy queries regarding asset maintenance are forwarded to the Asset Officer on receipt.
§ Arrears are managed in accordance with the CHC policy and procedures, with a payment plan in place or Notice to Remedy (NTR) issued at 8 days overdue, and Notice to Vacate (NTV) issued at 14 days overdue.
§ Assets and Finance are notified within 24 hours of receiving a tenants notice to vacate and the rent cease date is entered into BASIX.
§ Pre Vacate is completed within 7 days of notification by the tenant, with meter reading documented in BASIX.
§ The final vacate inspection is completed on the rent cease date and the vacate process is completed within 23 days.
§ Written complaints and appeals are forwarded to the DCEO within two working days.
Selection Criteria
Knowledge, Skills and Experience / Essential:
§ A minimum of two years’ experience in an administration/customer service role.
§ An awareness of, or the ability to gain the knowledge of the regulatory and compliance frameworks that CHC works within, particularly the Residential Tenancies Act (1997) and the ACT Civil and Administrative Tribunal (ACAT) regulations.
§ Demonstrated organisational capability and the ability to work as a team member.
§ Demonstrated ability to produce quality work with strong attention to detail within defined deadlines.
§ Highly developed written and oral communication and the ability to communicate with tenants and at all levels within CHC.
§ An understanding of and ability to work with culturally diverse customers.
§ Problem solving skills including complaints handling and conflict resolution skills.
§ Hold a current Driver’s Licence.
Desirable:
§ Previous experience in the human services industry
All positions within CHC are subject to probity checks including criminal, working with vulnerable people and working with children checks.
Position held by
Signature
Date
Approved by CEO / Date:
The Position Description does not intend to capture all of an individual’s responsibilities but rather to outline the key areas of responsibility.
HRF 002 Tenancy Officer – March 2015 Page 1 of 2