Frances Ulugia

My role as a Client Service Officer for DCJ - Housing consists of delivering housing solutions, maintaining properties, supporting sustainable tenancies and arranging other housing options. My current role is within tenancy management however I have also had experience in senior and project officer roles within the Department.

My current duties include:

• Working in a variety of locations including local offices, in the field and client's homes
• Providing advice and assistance to clients on housing options based on their eligibility
• Conducting sign up interviews; fully informing clients of their obligations under the Residential Tenancies Act
• Providing referrals where additional support requirements are identified
• Engaging and partnering with non-Government organisations Working closely with my team in a high volume area
• Managing a portfolio of more than 300 tenancies within Mount Druitt
• Inspecting vacated properties for maintenance, safety and damage
• Monitoring rent accounts and initiating debt recovery action, including client service visits
• Investigating allegations of anti-social behaviour within the tenancy
• Critically analysing and investigating alleged fraud matters including interviewing clients and preparing report
• Monitoring property condition and facilitating maintenance
• Undertaking mandatory reporting obligations as required
• Managing client information to ensure confidentiality, accuracy and integrity

My role as a Administration Assistant at Gruden consisted of providing excellent service delivery, whilst also displaying sound administration knowledge and procedures along with providing day to day management of the Gruden reception area.

Other duties included:

• Answering telephones, taking client inquiries and forwarding messages and inquiries specifically for the Directors and other Gruden staff
• Word processing and data entry tasks as directed using Microsoft Office Suite, MYOB and other software as determined from time to time
• Forwarding and archiving client purchase orders
• Purchasing office supplies
• Formulating Excel spreadsheets to update and keep record of cab charge, staff attendance, staff contracts, leave register
• Making venue bookings, appointments and travel arrangements
• Organising staff events such as Melbourne Cup and Christmas Parties
• MYOB data entry and maintenance of debtors and creditors Regular filing and archiving
• Website testing of client sites such as Disney and the National Archives
• Disney site updates which included updating the Disney shout outs and cover stylers for the website
• Photoshop tasks which included resizing and recreating Disney images for the website
• Logging time into Gruden's YODA database for any client work completed and the use of MASH for writing procedures and instructions