Tenancy & Engagement Specialist – Sda

Are you passionate about providing exceptional customer service within the NDIS sector and building strong relationships with stakeholders? Are you skilled at gathering information, understanding participant needs, and ensuring a positive experience from the very first interaction? If so, we have an exciting opportunity for you! We are currently seeking a dedicated and personable individual to join our team on a 6mth max term contract. 

As the point of contact in the ACT for our applicants & tenants you will play a crucial role in supporting people to access Specialist Disability Accommodation (SDA). If you thrive in a fast-paced environment, possess excellent communication skills, and have a genuine desire to help others, we want to hear from you! Join us in making a difference in the lives of our tenants.  

About Liverty Housing
We provide people with disability – life-changing living opportunities.
Established in 2017, Liverty Housing’s mission is to enhance the lives of individuals with disabilities by offering avenues for self-reliant living. We partner with values-led investors to build specialist homes that help people to live life in a supported, yet independent living environment.
 

About the Position
The Tenant & Engagement Specialist in the ACT is responsible for developing a strong pipeline of prospective tenants, working with housing applicants and their supporters to move through the journey of application and moving in, and to ensure the highest levels of customer retention by providing a customer service experience that is best in market.
This role will also coordinate all activities around apartment repairs, maintenance, modification, and customisation.
 

Key Responsibilities

Lead Generation Activities 

• Work with the General Manager Engagement to implement the plan for engagement to secure a pipeline of prospective tenants e.g. understanding the local market, identify and meet with referring organisation to promote Liverty Housing and properties.
• Conduct open days and tours in Liverty Housing properties.
• Ensure that the website, Housing Hub and Nest listings for all of your properties are kept up to date.
• Attend state-based networking events and meetings to generate interest in properties i.e. Ready Set Connect, disability expos.
• Screen enquiries for eligibility for SDA funding at the level required for the property the enquirer is interested in, as well as suitability to be a tenant.
• Issue application forms for suitable and eligible enquirers.
• Follow up to ensure that application form, consent and documentation is received.
• Convert enquiries to applications in the CRM as application is received.
• Complete reporting and documentation processes as required

Application Management 

• Manage applicant and supporters through their journey (follow up, encouragement and support) 
• Attend inhouse case conferences with whole team and OT to receive applicants suitable to progress. 
• Hold in person applicant meetings for each applicant to ensure they understand the model and process to secure funding. 
• Gather all required documentation, document in CRM, and share with OT when complete. 
• Maintain weekly/fortnightly contact with all applicants in progress and keep them engaged and updated on the project. 

Stakeholder Engagement 

• Facilitate the appointment of Shared Onsite Support (OSS) Providers. 
• Monitor ongoing performance and work with tenants to undertake ad hoc and annual reviews of OSS Providers. 
• Facilitate regular working group (operational) meetings with relevant stakeholders. 
• Work closely with the Property and Tenancy Manager (PTM) regarding all aspects of tenancy management. 

Move Ins 

• Liaison with all tenants, their OTs, and supporters throughout process 
• Facilitate site visits as required. 
• Develop and implement a transition plan for new tenants. 
• Facilitate introductions between new tenants and all relevant stakeholders including OSS Providers and PTMs 
• Develop and maintain site-specific welcome packs. 
• Maintain accurate tenant data within the CRM. 

Ongoing Quality Experience 

• Ongoing connection with tenants, their OTs, and supporters to ensure excellent experience in a Liverty Housing property. 
• Ensure any risks with tenants or properties are identified, logged in the risk and complaints registers, and are managed and resolved in a timely manner. 
• Follow the established retention process and checklist. 
• Record all interactions with tenants, OTs and their supporters in the CRM. 
• Work closely with the OSS and ensure they perform in line with agreed service levels. 
• Work closely with the PTM and Liverty Housing’s Property Co-Ordinator to ensure property issues are addressed and appropriately resolved. 

Relationships 

• Ensure effective ongoing relationships with external OSS and PTM 
• Become familiar with different Owner’s Corporation/Body Corporate rules for each property. 
• Act as Summer Housing Representative with Body Corporates/Owner’s Corporations 
• Build and maintain relationships with clients of Summer Housing 
• Have strong cross team relationships and coordination to ensure superior customer service. 

Other Duties 

• Other duties as requested by manager. 
• Participation in regular meetings as required.

Qualifications, Skills & Experience 

• Health or disability qualification 
• At least five years’ experience in the health or disability sectors 
• Ability to communicate with people with complex needs and adjust communication style as required. 
• Strong working knowledge of the NDIS and SDA rules 
• Experience working within a fast paced, results-focused team. 
• Experience working with CRMs. 
• Self-starter 
• Strong customer service, negotiating and influencing skills. 
• Superior written and oral communication skills. 
• Excellent time management and planning skills. 
• Ability to problem solve. 
• Employment subject to COVID19 Vaccination and NDIS Workers Screening Check