Karen Ryan
Breakaway,QLD
Summary
Personable Senior Housing Officer committed to maintaining positive communications and relationships with clients and homelessness agencies in Mount Isa. Expertise in providing housing coordination services, supporting clients in maintaining independent housing goals and performing thorough housing inspections. Excellent case management, recordkeeping and problem-solving capabilities.
Overview
10
10
years of professional experience
Work History
Senior Housing Officer
Department Of Housing
05.2018 - Current
- Improved tenant satisfaction by addressing housing concerns promptly and efficiently.
- Maintain tenant files & agreements including terminations, sign-ups and changes of tenancy
- Allocate properties with local community councils and the Client Service Manager
- Investigate complaints and issue warning notice letters and relevant breaches
- Build and maintain effective relationships between the local councils and the department
- Communicate with relevant agencies both internal & external
- Review and charge unfair wear and tear charges to properties
- Customer connect officer & front of house duties
- Reviewing and approving transfer applications for Public Housing
- Complete notional invoices and make enquiries if necessary, regarding charges
- Review and apply debts to vacant properties
- Complete annual property inspections and conditional appraisals
- Report maintenance and follow up regarding completion of maintenance
- Monitoring, analysing and reporting on key performance indicators, including monthly reports and ensure they are submitted to higher management in a timely manner
- Undertake debt reviews, review appealed decisions and preparation of Ministerial and high-level briefs in response to complaints or complex issues
- Process refunds & respond to tenant enquiries
- Conduct home visits to tenant properties
- Always represent the Department in the community in a professional capacity
- Adhere to all Workplace Health and Safety Regulations.
Client service Manager
Department of Housing & Public works
10.2017 - 04.2018
- Responsible for managing the Remote Communities team within the Housing Service Centre, consisting of four Senior Housing Officers and two Local Housing Officers
- Application of financial delegations, including approval of corporate card expenses
- Monitoring, analysing and reporting on key performance indicators, including monthly reports and ensure they are submitted to higher management in a timely manner
- Undertake debt reviews, review appealed decisions and preparation of Ministerial and high-level briefs in response to complaints or complex issues
- Allocate properties with local community councils and housing staff
- Build and maintain effective relationships between the local councils and the department
- Monitor weekly arrears and contentious issues with Senior Housing Officers
- Manage the fortnightly planning of community visits and staff training
- Communicate with relevant agencies both internal & external
- Review unfair wear and tear charges to properties.
Senior Housing Officer
Department of housing & public works
08.2016 - 10.2017
- Tasks as listed previously under Senior Housing Officer.
housing case coordinator
Department of housing & public works
03.2016 - 07.2016
- Monitor & priorities referrals from tenancy team
- Provide intensive tenancy management to complex tenancies and advocate for tenants when required to achieve successful outcomes
- Complete case management plans, tenancy management plans & acceptable behaviour agreements as required with tenants
- Regularly monitor & review case management plans & acceptable behaviour agreements
- Complete home visits as required to engage tenants & build positive relationships
- Monitor referrals to support agencies to ensure engagement by both tenant & agency
- Attend regular stakeholder meetings including Interagency Case Management meeting
- Receive and investigate complaints, issue warning notice letters and relevant breaches
- Investigate and complete applications and attend Police meetings when required
- Network & liaise regularly with support agencies in the Mount Isa community
- Always represent the Department in the community in a professional capacity.
Senior Housing Officer
Department of housing & public works
06.2014 - 03.2016
- Tasks as listed previously under Senior Housing Officer.
Education
Case Management SKILL SET -
TAFE Queensland
Mount Isa, QLD11.2016
Certificate IV in Social Housing -
TAFE Queensland
Mount Isa, QLD06.2016
Advanced Diploma in Children's Services -
TAFE Queensland
Mount Isa, QLD03.2013
Diploma in Children's Services -
TAFE Queensland
Mount Isa, QLD02.2013
Cert. III in Children's Services -
Individual Solutions Australia
2008
Higher School Certificate -
Bega High School
Bega, NSW1996
Skills
- Affordable Housing
- Case Management
- Tenant Rights
- Social Services
- Referrals and Networking
- Stakeholder Engagement
- Health and Safety Compliance
- Housing Legislation Knowledge
- Risk Assessment
- Customer Service
- Staff Supervision
- Written and Verbal Communication
Licenses Certificates
- 2021, first aid, asthma, anaphylaxis & CPR certificate
- 2013, blue card (suitability card for child related employment)
- 2011, white card (for work in the construction industry)
- 2007, light rigid truck licence
References
- Kellie Palmer, Customer service manager, Department of communities, housing & digital economy, 0400 238 796
- Alexia Kelso, Customer Service Manager, Department of communities, housing & digital economy, 0459 864 881
Timeline
Senior Housing Officer
Department Of Housing
05.2018 - Current
Client service Manager
Department of Housing & Public works
10.2017 - 04.2018
Senior Housing Officer
Department of housing & public works
08.2016 - 10.2017
housing case coordinator
Department of housing & public works
03.2016 - 07.2016
Senior Housing Officer
Department of housing & public works
06.2014 - 03.2016
Case Management SKILL SET -
TAFE Queensland
Certificate IV in Social Housing -
TAFE Queensland
Advanced Diploma in Children's Services -
TAFE Queensland
Diploma in Children's Services -
TAFE Queensland
Cert. III in Children's Services -
Individual Solutions Australia
Higher School Certificate -
Bega High School
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