Tenant Specialist

About Liverty Housing

Established in 2017, Liverty Housing (previously known as Summer Housing) has a mission to expand the range and scale of diverse housing options for people with disability living in, or at risk of admission to, residential aged care, particularly younger people. We work primarily with National Disability Insurance Scheme (NDIS) participants who require Specialist Disability Accommodation (SDA). 

Our vision is to see all people with disability and complex care needs have the opportunity to live in high quality housing that enables them to live as independently as possible, enhancing their health, wellbeing and participation in the community. We will achieve this vision by demonstrating leading practice in housing design that enables independence and community inclusion. 

We are genuinely committed to fostering a culture that is inclusive and provides equal opportunities to people of all backgrounds and abilities. Most of our staff work flexibly and we make accommodations where possible to ensure people can balance work and home life, whether this is working from home or modifying working hours to suit your requirements.

About the Position

The Tenant Specialist works with Liverty Housing applicants and their supporters to move through the tenancy lifecycle. This includes developing and implementing transition plans, ensuring move-ins happen seamlessly providing support during tenancy to enhance the experience that tenants have in their home.  

The position reports into the General Manager - Tenant Experience.

Key Responsibilities

Application Management

• Work closely with Liverty Housing’s Engagement Specialists to manage the applicant and their supporters through their application journey 
• Hold in person applicant meetings for each applicant to ensure they understand the model of support and the process to secure Specialist Disability Accommodation (SDA) funding. 

Move Ins

• Support incoming tenants to move into their new homes with a quality delivery focus
• Liaise with the person with disability, their supporters and relevant professional supporters to ensure appropriate equipment, support and features are in place prior to move in (Assistive Technology, furniture etc.)
• Work closely with tenants to manage the appointment of the Shared Onsite Support (OSS) Providers who will deliver shared onsite support in the apartment buildings. 

Ongoing Quality Experience

• Ongoing connection with tenants, and their supporters to ensure they have an excellent experience in their Liverty Housing property 
• Ensure any risks and/or complaints with tenants or properties are identified and resolved in a timely manner
• Work closely with the OSS Provider and ensure they perform in line with the agreed standards of service
• Work closely with the contracted Property and Tenancy Managers (PTMs) and internal property team to ensure property issues are resolved in a timely manner

Other

• Work within Liverty’s chosen CRM system and ensure comprehensive tenant records are maintained
• Ensure effective ongoing relationships with external stakeholders including the OSS Provdier and PTM
• Have strong cross team relationships and coordination to ensure superior customer service
• Build and maintain subject matter expertise in SDA and market

Qualifications, skills & experience

• Health or disability qualification 
• Experience in the health or disability sectors
• Ability to communicate with people with complex needs and adjust your communication style as required
• Strong working knowledge of the NDIS and SDA rules
• Employment subject to COVID-19 Vaccination and NDIS Workers Screening Check
• 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

Our team recognises and is committed to supporting the diverse access needs of individuals with visible and invisible disabilities. If we can assist you with any reasonable adjustments to submit your application, we encourage you to please email ***********@liverty.org.au with a preferred contact method and we will be in touch.