LEANNE GLEESON

I wish to apply for the Housing Officer role for the Integrated Homelessness Program, for the SA Housing Trust.

In response to your job opening, please consider my resume and cover letter in your search for a Housing Officer for the above department.

As you will see from my resume, I have been a regional customer service officer since 2021. I am currently working at the Adelaide office, as a customer service officer , this role and experiences have given me great insight about diverse services and responses we provide to our complex customer service base. Further It has allowed key learning around working in partnership with stakeholders, making informed decisions and professional accountability.

I am excited about the opportunity to utilize my knowledge and extensive experience in customer service to assist individuals in accessing the appropriate services they need, by identifying risk and vulnerability through screening tools, assessments, advocacy, support and referrals

.I have competent skills in managing and implementing risk and vulnerability framework utilizing available resources like multi agency protection documents and memorandum of understanding, further understanding of policies and its limitation, working collaboratively with internal and external agencies and working together with our alliance's to provide customer-centric and coordinated responses, cultural sensitivity and information sharing.

I firmly believe that my background working with difficult customers, with complex needs who have experienced significant life trauma, mental heath issues, domestic violence, substance abuse, intergenerational trauma and long term homelessness will make a suitable candidate.

I work in a high stress environment, where I give my full attention to each and every aspect of my work. I currently work with clients who present in crises and vulnerable situations with complex needs. i have developed and executed strategies that I believe will bring value to the role. A team player with outstanding communication skills a demonstrated ability to take prompt action and solve problems, act on my own judgement without prompting, and look to go above and beyond job requirements to achieve positive client outcomes.

I work with a diverse range of of customers, with complex needs and have a good understanding of the referral process, that I believe will make me an asset to the role.

I have may years experience working for the Sa Housing trust with clients / customers, with complex needs in crisis situations responding appropriately to difficult situations involving conflict. My experience and approach is always actively listening , showing patience , empathy , understanding , and kindness.

In my current position as a customer service officer at the Sa Housing Trust, I am responsible for accessing individuals needs and connecting them with appropriate services , such as Toward Home , Hutt street centre, Baptist Care , Homeless connect , Aboriginal services , DASSA, Domestic violence unit and women's safety services. This involves using screening tools to ensure that individuals are referred to the appropriate services, advocating for clients and assisting clients with any concerns or challenges they may have.

In my role I have had the opportunity to address the challenges and concerns of the indigenous people and people with disabilities. Identifying as an indigenous australian of aboriginal decent , I have a unique perspective that helps me understand economic issues that may impact Aboriginal people. Aboriginal people face unique housing challenges that can inpact their tenancy outcomes. It's important to be aware of cultural sensitives and provide support tailored to their needs.

In my current role I am proficient in reporting antisocial behavior complaints and escalating when required. I process tenancy payments for rent , water , and debt, and process RDS and direct debit payments for customers and tenants. I process tenant alterations, disability modifications , process transfer applications, credit refunds , termination of tenancies and applications for private rental assistance public and community housing.

My current role requires demonstrating my ability to evaluate information by thoroughly reviewing and analyzing all relevant details and evidence related to complaints and antisocial behavior . This includes gathering and documenting information accurately . Gathering supporting evidence and knowing when to request further information. By carefully considering all available information provided allows me to make informed decisions and take appropriate actions to address the concerns raised. Confidentially is crucial in maintaining trust and protecting the privacy of all parties involved. By being mindful of what information to share and what not to share and ensure I uphold confidentially standards in line with polices and procedures .

I am empathetic towards clients and their unique circumstances and confident in my ability to handle challenging situations effectively by using de-escalation techniques to avoid becoming defensive in language and tone , showing empathy and compassion.

As a customer service officer, I demonstrate my ability to clarify situations by actively listening, empathizing with their concerns, and finding common ground . I mediate conflicts by facilitating open and respectful communication, encouraging compromise, and exploring creative solutions. Diffusing challenging situations requires staying calm, maintaining a neutral stance, and using effective communication techniques. I implement devise solutions by analyzing the issues, considering policies and regulations, and proposing fair and practical resolutions.

My experience throughout governments has given me the ability to competently and effectively understand the use of digital systems and are evident in my current role. I utilize various digital tools and platforms to efficiently manage and address tenant concerns, ensuring a smooth and streamlined process. My expertise in navigating these systems is an asset in providing effective support to customers and other services. The systems I am currently using are Salesforce, Housing connect , IAW, and ABS. I take initiative and work collaboratively with other staff to make procedures and processes as efficient as possible. I am passionate about building professional relationships with colleagues and stakeholders.

My extensive experience working in government roles and my deep understanding of policy implementation is a great skill set of mine. My ability to navigate complex policy frameworks and ensure compliance in all my actions. By showcasing my years experience and my commitment to following established polices, I aim to contribute effectively to the organization and uphold the highest standards of professionalism and accountability.

As a Housing Officer it would be crucial to have a clear understanding of polices and be aware of economic issues. additionally, strong people skills are essential for effective communication and resolving tenant concerns professionally. By combining my knowledge of polices and economic issues with interpersonal skills, I believe I would excel in this role.

I have attached my resume and cover letter as part of my application for the position.

Thank you for your time and consideration. I look forward to hearing from you.

Kind Regards

Leanne Gleeson