Complaint Resolution jobs in Tarneit VIC

THE ORGANISATION
Permalink Support Services is a registered National Disability Insurance Scheme (NDIS) Provider that offers Homecare & Community Care services, Coordination, Therapy, Housing, Supported Independent Living, and Job Active Programs to people with a disability.

Servicing all regions of Metropolitan Melbourne, Sydney & Gold Coast, Permalink is rapidly growing and expanding its care services, with more than 500 Support Workers and Participants to date.

The Role
Housing Specialist is one of the most important executives at Permalink Support Services. Their primary responsibilities include participant intake, housing assistance and management, customer relations development, providing conflict resolution services, and acting as the main point of communication between participants, support coordinators/stakeholders, and our administration teams under the SCAHS award.

Benefits & Culture

• Working in an environment with defined management structures and processes, where Participant Housing Management is highly valued
• Employee allowances
• Monthly employee events, functions, and activities
• Long Service Leave
• Employee Assistance Program
• Opportunity to have a broad remit and be influential across the organisation
• Variety of learning and professional development opportunities
• Opportunity to transition into a part-time role after 6 months of continuous performance

POSITION RESPONSIBILITIES:

• Responsible for initiating participant intake, setting up housing plans and weekly budgets, and providing each participant with a weekly 4 hours service engagement to seek appropriate housing
• Attend to high-profile participants and severe complex cases in search of private rental, community housing, or short-term accommodation
• Organize weekly private property searches with participants and book inspection appointments
• Complete lease/tenancy application processes for approximately 9 NDIS participants.
• Responsible for creating and managing participant Realestate.com.au, 1form, and demo email accounts for ongoing engagement
• Connect with participants weekly via phone and send confirmation messages for inspection bookings, lease approvals, and other necessary communications
• Assist participants with DHHS Housing application forms for community and public housing
• Work in a multi-disciplinary team including Participant Services Specialists, participants, support coordinators, and external stakeholders to sustain tenancies
• Assist participants in applying for DHHS Bond Loans, Launch Housing rent in advance, and Centrelink Rental Assistance once a lease has been signed
• Demonstrate experience or capacity to support individuals who have experienced homelessness
• Attend participant care team meetings and respond to support coordinator emails
• Engage effectively with participants with complex and challenging needs to create budgets and secure appropriate housing in a timely manner
• Maintain highly developed written and verbal communication and relationship management skills
• Demonstrate strong organisational skills and the ability to manage competing priorities
• Work effectively in a fast-paced environment and under pressure
• Be a team player while also having the capacity to work autonomously
• Demonstrate knowledge and experience with Microsoft Office and the ability to learn new systems/databases such as housing management platforms
• Provide strong leadership and direction for staff within the department, ensuring high levels of service delivery, professional development, and positive workplace culture
• Ensure quality in service delivery to participants
• Conduct participant home visits when required
• Travel to other offices for training purposes when needed

SELECTION CRITERIA

• Customer service skills and problem-solving capability, particularly in participant relations and organisational capability within the disability sector
• Strong influencing skills and experience producing high-quality written communication, with the ability to build relationships with support coordinators, support workers, and administration staff
• Strong interpersonal skills and the ability to communicate effectively in a variety of situations
• Ability to work effectively in a multi-skilled environment subject to pressure and change
• Computer skills including Microsoft Office and the ability to adapt to new in-house systems
• Flexibility to work reasonable additional hours to meet role requirements
• Current driver’s licence
• Current Police Check
• Current Working with Children Check
• COVID-19 Vaccination Certificate

Onsite compliances to be completed during induction include:

• NDIS Worker Screening Check
• COVID-19 Infection Control Training
• NDIS Module Certificate

OUR VISION
Our vision is to be a valued partner in creating positive change, enabling all people with a disability to be respected equally and reach their full potential to live a prosperous life.

OUR VALUES
Our values center on the people we support, where individualised services are designed around their interests, needs, and care. We base our services on the National Standards for Disability Services:

• Rights. The service promotes individual rights to freedom of expression, self-determination and decision-making, and actively prevents abuse, harm, neglect and violence.
• Participation and Inclusion. The service works with individuals and their families, friends and carers to promote opportunities for meaningful participation and active inclusion in society.
• Individual Outcomes. Services and supports are assessed, planned, delivered and reviewed to build on individual strengths and enable individuals to reach their goals.
• Feedback and Complaints. Regular feedback is sought and used to inform individual and organisation-wide service reviews and improvement.
• Service Access. The service manages access, commencement, and leaving a service in a transparent, fair, equal and responsive way.
• Service Management. The service has effective and accountable service management and leadership to maximise outcomes for individuals.

The selected candidate will attend training in our West office for 4 weeks.

West office address: Suite 402, 89 Overton Road, Williams Landing VIC 3207.

Applicants who might be intesrested can work from our South East office as well.

Southeast Office address : 12, Corporate Drive, Heatherton VIC 3202

To Apply: "Only CITIZENS"
Please forward your resume via the indicated email or by selecting ‘Apply for this job’. You may also contact Shefali on 1300 727 625 and press option 2.

Please note there is no formal closing date for this role. If you are interested, we encourage you to apply as soon as possible.

• Casual Role on Tuesday, Thursday, and Friday
• Working hours: 9:00 AM–5:00 PM =7.5 hours per day, 22.5 hours per week
• Job Types: Part-time, Casual
• Salary: $36.84 per hour + allowances + 12% super

"Only CITIZENS"

Job Types: Part-time, Casual

Pay: $36.84 per hour

Work Authorisation:

• Australia (Required)

Work Location: In person