Carolynn Veilofia
Roselands,NSW
Summary
Tenacious Down-to-earth and motivated Client Service professional with over 20 years’ experience within the Public Service, NSW Worker compensation commission, NSW Government housing. I am Strongly process and target driven, with exceptional communication and problem-solving skills and proven ability in managing the requirements of varying diverse backgrounds, stakeholders and navigating through change in dynamic organisations.
Overview
22
22
years of professional experience
Work History
Client Service Officer Tenancy Management
Department of Family and Community Services, Department of Communities and Justice, HOMES NSW
01.2017 - Current
- Respond to enquiries in all aspects regarding public housing
- Manage, assess and update public housing applications, rental subsidies and priority housing applications in relation to eligibility
- Manage tenants within a portfolio of 300-400 properties
- Scheduling client service visits on an on-going basis to ensure properties are adequately maintained and build rapport with tenants
- Arrange maintenance requests for tenants
- Manage nuisance and annoyance issues as they arise and breaches of tenant agreements
- Quickly resolved complex tenancy issues and neighbourhood disputes, breach of tenancy agreements
- Liaise with community groups, external groups to assist with clients who require support
- Created and implemented a team shared database to include policy and procedure reference shortcuts, checklists, associated links to forms, and FAQ lists to streamline the enquiry process and assist the team in handling common enquiries
- Work and engage with clients and advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures
- Worked specifically with Internal Specialists and external providers and make referrals where additional support requirements are identified to ensure client needs are met and to maintain a successful tenancy
- Assist and train new client service team members, coaching and mentoring to improve managing clients to achieve a consistent client service and delivery process
- Successfully monitored vacant properties returned for re-letting after vacant repairs/maintenance
- Successful management of tenant breaches, in particular rental and water arrears by engaging and negotiating with tenants who are in breach of their tenancy agreement
- Determine support requirements for clients with complex needs and engage internal specialists and/or external agencies for assistance and associated services to maintain successful tenancies
- With Serious arrears breaches, referrals to Senior Client Service Officer for Notice of Terminations and in turn, NSW Civil and Administration Tribunal (NCAT) action for non-adherence to Notice of Terminations
- Monitoring NCAT Specific Performance Orders, ensuring adherence, and if breached, recommendations and referral to Senior Client Service Officer for Termination and Possession of Tenancy at the NSW Civil and Administration Tribunal
- Assisted Team Leader and Senior client service officer to produce and implement simplified training material for new and current staff
- Counter enquiries from all members of the public in relation to public housing both tenancy and applications process’s Relocations – Interviewing, processing applications and ensuring the smooth transition process for tenants relocating
- Regular attendance of local tenants’ meetings
Acting Senior Client Service Officer
Family And Community Services Housing
01.2017 - 06.2017
- Providing comprehensive management of a 350 – 400 property portfolio
- Provide an extensive range of advice to Housing NSW clients and stakeholders in all aspects of Public Housing in NSW
- Liaise and work closely with in-house specialists and external support agencies to identify and initiate any support requirements to better client needs and work together with stakeholders to resolve complex issues to minimise tenancy agreement breaches in order to sustain successful tenancies
- Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures
- Develop training programmes and packages for new staff, and provide ongoing coaching and training needs to upskill team members to better manage clients, information sessions on new policy and procedure amendments achieving improved continuity in the service of our clients and stakeholders
- Attend the CTTT on behalf of the Department in relation to nuisance and annoyance, rentals arrears and access to premise for maintenance, along with other tenancy matters to which a breach has occurred.
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Delivered high-quality customer support by efficiently managing multiple priorities while maintaining a positive attitude under pressure situations.
- Provided knowledgeable service and support for all customer needs.
- Provided ongoing training to junior team members, contributing to their professional development and improving overall team performance.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Facilitated timely resolutions of client concerns, minimizing potential negative impacts on the business relationship.
Client Service Officer Tenancy Management
Housing NSW, Department of Family and Community Services
05.2009 - 01.2017
- Conduct home visits
- Approve tenant rental credit refunds, tenant damage charge approvals
- Management of over 400 properties within 2 high building in a high-density inner-city area
- Assess rent for properties in line with company policies
- Inspect rental properties prior to being tenanted ensuring maintenance were completed to Housing standards standard and conduct periodic inspections thereafter
- Liaise with maintenance contractors to ensure maintenance issues were attended to in a timely manner
- Obtain quotes from contractors for major maintenance works
- Negotiate repayment of rental arrears
- Monitor tenancy agreement breaches in line with the Residential Tenancy Act and take steps to remedy the problem and if required attend mediation or tribunal hearings
- Field counter and incoming phone calls in all aspects of rental housing in line with company policy and procedure.
Client Service Officer Access and Demand
Housing NSW
02.2007 - 05.2009
- Assessment and processing of priority housing applications
- Interviewing clients who had complex needs and determining suitable products available to them
- Processing advance rent and bond lodgement applications
- Assisting clients experiencing homeless into secure long term or short-term accommodation
- Counter and Phone enquiries regarding current applications or products offered by housing
- Liaising with internal and external stakeholders to ensure applicants have the best outcome whilst they remain on the hosing waiting list.
Client Service Officer Tenancy Management
Housing NSW
08.2005 - 12.2006
- Conduct home visits
- Approve tenant rental credit refunds, tenant damage charge approvals
- Management of over 400 properties within 2 high building in a high-density inner-city area
- Assess rent for properties in line with company policies
- Inspect rental properties prior to being tenanted ensuring maintenance were completed to Housing standards standard and conduct periodic inspections thereafter
- Liaise with maintenance contractors to ensure maintenance issues were attended to in a timely manner
- Obtain quotes from contractors for major maintenance works
- Negotiate repayment of rental arrears
- Monitor tenancy agreement breaches in line with the Residential Tenancy Act and take steps to remedy the problem and if required attend mediation or tribunal hearings
- Field counter and incoming phone calls in all aspects of rental housing in line with company policy and procedures
- Arrange and attend regular local neighbourhood meetings for the public to promote the Home Buy Program
- Scope and raise all vacant restoration work on properties
- Raise response work orders for any maintenance work required
- Arrears management
- Liaise with NSW police on a regular basis
- Daily maintaining and monitoring of common area security cameras
- PUG – Policy user group – Member of the Policy user group who gathered and viewed policy before implanted by Housing.
Clerical officer
Department of housing
05.2005 - 08.2005
- Administration duties: order office supplies and reconcile petty cash
- Ensure all documents are filed correctly in preparation ready to transition from hard files to electronic files.
Records Court Registry Officer
NSW Worker compensation commission
01.2003 - 01.2004
- Field telephone and counter enquires from applicants, solicitors and other parties
- Register new matters within internal the database
- Process a specified number of cases for initiation each day to ensure contribution towards the team target and to ensure that cases are completed within required time frames
- Ensure correct filling of all daily hearing outcomes
- Reproduce correct Subpoena documents
- Preparing subpoena documents for law clerks
- Regular distribution of Public Service Government Gazette
- Reprinting of publications produced by the office including printing of daily court listings weekly lists, chronological lists, gazette extracts, internal circulars
- Distribute of court listings hearing information to all sitting members
- General mail and DX deliveries and collections
- Relief reception of Information Officer if required
- Answer questions from the public about court sittings and legal documents
- Document court proceedings for transcriptions
- Prepare and maintain case files
- Delivery of documents to registrar
- Daily distribution of all internal mail
- Electronically manage all documents.
Education
Current C Class Drivers Licence -
Certificate IV Social Housing TAFE -
Tafe NSW
11.2019
Mental Health Training -
Housing NSW
02.2014
TRIM training (Housing NSW) -
12.2012
High School Diploma -
South Sydney High School
Maroubra, NSW12.2002
Skills
- Time management skills
- Clear communication skills
- Analytical mindset
- Patience
- Attention to Detail
- Strong empathy
- Professionalism and Etiquette
- Problem-solving abilities
- Multitasking
- Computer Skills
- Organizational Skills
- Team Collaboration
- Active Listening
- Adaptability and Flexibility
References
- Ms Kulangani Mataraarachchi, Team Leader, 0411258939, Kulangani.Mataraarachchi@homes.nsw.gov.au
- Ms June Koroheke, Senior Client Service Officer, 0431388690, June.koroheke@outlook.com
Additional Information
Bilingual fluent in speaking Tongan with main spoken language being English and also identity as Torres Strait islander
Languages
Tonga
Native or Bilingual
Timeline
Client Service Officer Tenancy Management
Department of Family and Community Services, Department of Communities and Justice, HOMES NSW
01.2017 - Current
Acting Senior Client Service Officer
Family And Community Services Housing
01.2017 - 06.2017
Client Service Officer Tenancy Management
Housing NSW, Department of Family and Community Services
05.2009 - 01.2017
Client Service Officer Access and Demand
Housing NSW
02.2007 - 05.2009
Client Service Officer Tenancy Management
Housing NSW
08.2005 - 12.2006
Clerical officer
Department of housing
05.2005 - 08.2005
Records Court Registry Officer
NSW Worker compensation commission
01.2003 - 01.2004
Current C Class Drivers Licence -
Certificate IV Social Housing TAFE -
Tafe NSW
Mental Health Training -
Housing NSW
TRIM training (Housing NSW) -
High School Diploma -
South Sydney High School
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