Natalie Dawson
Eaton
Summary
Accomplished Housing Services Officer with extensive experience in managing complex tenancies and demonstrated capability in the Acting Team Leader role. Skilled in delivering person-centred housing services that support Western Australia’s most vulnerable people to achieve safe, secure, and sustainable housing outcomes. Recognised for expertise in tenancy management, stakeholder engagement, and mentoring staff to deliver high-quality, client-focused services. Passionate about driving positive community impact and committed to the Department’s vision: “We serve Western Australia to deliver what is needed today to achieve a better tomorrow.”
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Acting Housing Services Team Leader
Department of Communities/Department of Housing and Works
11.2024 - Current
- Led team in achieving operational goals, fostering collaboration and accountability among members.
- Implemented process improvements, enhancing workflow efficiencies
- Mentored new staff, providing guidance on best practices and performance expectations.
- Streamlined communication channels, ensuring timely updates and issue resolution across teams.
- Developed training materials, facilitating onboarding for new employees to accelerate integration.
- Conducted regular team meetings, promoting transparency and collective problem-solving initiatives.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted mentoring sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Housing Services Officer
Department of Communities
08.2023 - 11.2024
- Applied and worked within the Department of Communities – Housing Customer Service Charter, delivering responsive, respectful, and high-quality service.
- Responded to customer enquiries regarding accounts, maintenance, and tenancy matters, providing accurate and timely information.
- Liaised with government, non-government, and community-based organisations to coordinate support services for tenants with complex needs.
- Assessed and made recommendations for tenant transfers within designated properties to ensure appropriate housing outcomes.
- Managed tenancies in line with the Residential Tenancies Act 1987 (WA), ensuring compliance with legislation and departmental policy.
- Prepared tenancy-related statistics and reports to support key performance indicators and regional decision-making.
- Responded to Parliamentary, Ministerial, and Ombudsman enquiries within required timeframes.
- Controlled and monitored rental payments and charges, including Centrelink and Direct Debit processes.
- Counseled tenants in rental arrears, initiating recovery action where necessary.
- Processed rent-to-income assessments, market rent updates, and eligibility reviews.
Customer Service Officer
Department of Communities
01.2021 - 01.2023
- Consistently delivered outstanding service by actively listening to customer needs and providing timely, accurate, and effective solutions.
- Adopted a customer-first approach, looking for better ways to improve service delivery and resolve issues with professionalism and a “can do” attitude.
- Built strong rapport with customers from diverse cultural and social backgrounds, demonstrating respect, inclusivity, and awareness, particularly when engaging with Aboriginal clients.
- Communicated clearly and empathetically in both written and verbal interactions, even in challenging or sensitive circumstances.
- Demonstrated flexibility and adaptability, taking on a wide range of tasks and learning new systems and processes quickly to meet customer needs.
- Contributed to a team-focused service environment, supporting colleagues to consistently achieve positive customer outcomes.
Skills
- Strong organisational and time management skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Experience in managing budgets and handling financial documents
- Demonstrated strong decision-making and problem-solving skills in high-pressure and complex housing situations
- Well developed written and verbal skills including report writing
Training
- 2022 - Job Readiness Training - Housing Services Officer
- 2022 - White Card Training
- 2022 - Aboriginal Cultural Appreciation
- 2022 - Asbestos Awareness
- 2023 - Job Readiness Training - Property Services Officer
- 2024 - Job Readiness Training - Disruptive Behaviour
- 2024 - Building Leadership Impact
- 2025 - Accountable and Ethical Decision Making
- 2025 - Clandestine Drug Laboratories
- 2025 - Cyber Security Awareness
- 2025 - Intermediate Supervision Skills
- 2025 - Manage Complex Tenancies
- 2025 - WHS Management for Managers
Timeline
Acting Housing Services Team Leader
Department of Communities/Department of Housing and Works
11.2024 - Current
Housing Services Officer
Department of Communities
08.2023 - 11.2024
Customer Service Officer
Department of Communities
01.2021 - 01.2023