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Communities and Justice

Housing Client Service Officer

DCJ Careers: Client Service Officers

Client Service Officers (CSOs) are the frontline of Housing Services and provide a broad range of tenancy and property management services and advice.

Video transcript: DCJ Careers: Client Service Officers

What is it like to work here?

“The job opportunities are literally endless.”

- Client Services Officer, Housing Services

Role overview

Client Service Officers (CSOs) are the frontline of Housing Services and provide a broad range of tenancy and property management services and advice. 

Housing Services is part of the Housing, Disability and District Services and Emergency Management division under the Department of Communities and Justice. Housing Services is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of approximately 800,000 people every year.

In partnership with the community, industry and individuals, Housing Services provide safe and affordable housing opportunities for those most in need so that they can live with dignity, find support when needed and achieve independence.

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Key skills

  • show sensitivity and understanding when resolving clients housing needs
  • stay calm in highly pressured environments and work through difficult issues
  • be motivated and committed to achieving challenging goals
  • assess information and evidence, in accordance with policies and legislation
  • adapt to new technology
  • engage, influence, and negotiate from an informed and credible position
  • demonstrate accountability by assessing work outcomes and share learnings
  • plan and prioritise workloads to meet deadlines, in a fast paced environment.

Role requirements

  • current driver’s licence and willingness to drive within NSW.

Different types of Client Service Officers

Client Service Officer

  • assess and triage clients that present as homeless for social housing assistance
  • work in a variety of locations including local offices, in the field and client’s homes
  • provide advice and assistance to clients on housing options based on their eligibility
  • provide referrals where additional support requirements are identified
  • engage and partner with non-Government organisations
  • work directly with clients in the field and at times outside usual business hours, when undertaking Assertive Outreach duties
  • manage a portfolio of 350 - 400 tenancies across an allocated location
  • inspect vacated properties for maintenance, safety and damage
  • monitor rent accounts and initiate debt recovery action, including client service visits
  • investigate allegations of anti-social behaviour within the tenancy
  • monitor property condition and facilitate maintenance
  • manage client information to ensure confidentiality, accuracy and integrity.

Client Service Officer – Housing Contact Centre

  • respond to phone enquiries within a call centre environment
  • provide information about housing assistance options to clients and members of the public
  • assess and determine eligibility for Housing Services products and services
  • initiate, coordinate and prioritise actions in response to calls
  • facilitate wellbeing checks through specialised projects
  • follow-up on referrals, applications, and tenancy/housing related issues
  • maintain call records, system entries and client/service databases
  • provide administrative support, processing, and reporting.

Additional information

Flexibility

35 hour week Monday to Friday.

Training

Attend CSO Induction training for two weeks, with the first week to take place in Sydney city, followed by online training during the second week. For those who reside outside of Sydney metro, all expenses will be paid for by DCJ.

Certificate

Paid Certificate IV in Social Housing accredited training, on the job over 12 months.

Development

Ongoing learning and development opportunities available on the job.

Pre-employment checks
  • Reference checks (minimum of 2 referees)
  • health declaration
  • conduct and performance checks (for existing public service employees)
  • National Criminal History checks
  • eligibility to work in Australia
  • other pre-employment checks as required.

Aboriginal and Torres Strait Islander People

Housing Services provides services to various communities across the state, making it important to have a diverse and inclusive workforce that contributes to better outcomes for our communities.

Aboriginal and Torres Strait Islander people make a significant impact to the organisation by improving the way we interact with Indigenous communities and help inform and shape cross-cultural services.

Careers for Aboriginal people
Last updated:

26 Jun 2024