Casual Role, based in Hervey Bay

THE CLIENT

Regional Housing is a tier 1, not-for-profit organisation managing crisis, transitional and long-term social housing as well as a range of complementary support programs across regional Queensland. Our vision of ‘every person has a home’ is at the core of everything we do. We are passionate about helping the most disadvantaged in our community. With an enviable and positive team culture, strong systems and supports, and a professional approach to all aspects of business, Regional Housing has earned a reputation as an employer of choice.

At Regional Housing we recognise that we operate in a diverse community and welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees and people with disabilities.

Please visit our website at https://www.regionalhousing.org.au/ to find out more about us.

ABOUT THE POSITION

The Door42 Client Support Officer acts as an advocate for, and supports vulnerable young people to achieve independent living in appropriate accommodation in line with Regional Housing policy and relevant operational and funding guidelines. The position ensures an effective intake process, professional and compassionate assessment of customer needs and appropriate advice, support or referral, dependent upon that need.

The position will play a significant role in the advocacy and support of young people in crisis, some of whom may be housed under relevant programs or as directed by the General Manager Support Services, throughout the Fraser Coast and Wide Bay-Burnett region. Through clear and achievable goal-setting, the Door42 Client Support Officer assists customers to move from crisis to stability to independent living through the use of a structured case management approach.

Community engagement and building relationships with key internal and external stakeholders are also undertaken by this position.

This position is casual on-call, as required, to fill rostering needs which can include weekdays, sole worker weekend and sole worker sleepover shifts.

Your primary duties will include:

Assessment of customer needs and the most appropriate response – be that advice, advocacy, referral or intake, depending upon availability of appropriate housing, in accordance with Homelessness Program Guidelines, statutory requirements, program guidelines and Regional Housing policy

Conduct detailed and thorough intake and QHIP assessments and provide support to vulnerable young people, externally and within a shelter environment, in line with statutory requirements, program guidelines, funding agreements, legislation and Regional Housing policy

Prepare effective case plans in SHIP, monitor customer progress and record outcomes, while maintaining a safe, supportive, and respectful environment, externally and within the shelter

Accurately record case notes which are evidence based and respectful in a timely manner and through use of systems as required by statutory requirements, program guidelines, funding agreements, legislation and Regional Housing policy

Implement practices in strength-based relationship building and establish a therapeutic care environment and positively manage the young person’s behaviours by:

Building rapport with the young person and providing emotional support.

Providing the young person with consistent messages in relation to expectations

Focusing on the young person’s positive behaviours through praise and encouragement

Over time encourage the young person to explore their behaviours in difficult times and be willing to implement some more positive coping strategies

Understand that the young person’s behaviours are coping skills and that the focus is on what is lying beneath the behaviours

Respond to negative behaviours in a way that models an ability to remain calm, hopeful and caring

Contribute to the development and delivery of comprehensive support and education, living skills, social skills and recreational skills programs as per program guidelines.

Complete appropriate and timely referrals for customers to other relevant services and advocating for, and supporting, young people to achieve independent living in appropriate accommodation

Ensure the shelter operates safely and effectively by conducting timely risk assessments and ensuring each young person’s needs are met in healthy and appropriate ways

Ensure the house is clean and well maintained by undertaking general household tasks including, shopping, cooking and cleaning.

Maintain knowledge of relevant legislation, funding and operational agreements to ensure compliance in your capacity as Door42 Client Support Officer

Contribute to the review and maintenance of customer service delivery policies and procedures

Assist and support customers to set and maintain appropriate boundaries and mentor them to gain and develop valuable life skills

Be a role model and demonstrate a positive attitude that allow young people to learn and feel safe which reduces their vulnerability, builds resilience, and encourages aspirations for their future.

Under direction from General Manager Support Services, provide support to students and volunteers or attend specific training required to provide service under any of Regional Housing's programs

Actively contribute to the maintenance of community partnerships to ensure customer access to a network of local support and identify opportunities

Facilitate house meetings in Centre or CAP houses as required

Assist with telephone answering, reception and appointment booking services for the organisation and contribute to the review of customer services policies and procedures

Maintain records, ensuring accurate and current data, and provision of reports, in accordance with statutory, program and organisational reporting requirements, including customer and service administration and ensure complete customer confidentiality

Ensure appropriate support and advice is provided to customers of Regional Housing through referral, advice or information and encourages inclusion as per current tenant participation principles

Actively participate in rosters as directed to meet organisational and customer requirements

Demonstrate inspirational teamwork by action and support delivered to all team members congruent with Regional Housing values and behavioural competencies

Work cohesively with the Senior Management Team to achieve the organisations strategic goals and objectives or work on specific projects when required

Proactively lead and assist with duties or tasks related to risk minimisation and safety of yourself and others

Ensure relevant internal and external customer service in accordance with statutory requirements, program guidelines and Regional Housing policy and undertake specific training required as appropriate

Actively contribute to an inclusive and supportive Regional Housing culture by sharing knowledge and skills and supporting colleagues and the organisation at all times, particularly when working on shared tasks

Selection Criteria

Support strategic direction through an understanding of agency and industry standards in the area of working with young people with complex behaviours in a residential setting including an understanding of therapeutic interventions

Achieve results through the ability to provide effective case management and accurately maintain customer and organisational records

Support productive working relationships by building and sustaining positive relations within team and organisation and all external stakeholders

Display personal drive and integrity by applying relevant legislation, policies and procedures

Communicate with influence, clearly and effectively, in the delivery of quality customer service

Demonstrate knowledge of child development, attachment and trauma and the impacts these have on children and young people’s behaviours

Demonstrate ability to work effectively and respectfully with First Nations young people within their community

Essential

Current First Aid and CPR Certificate

Must hold a current Drivers License

Successful pass achieved on Pre-Employment validation and assessment including but not limited to Police Check, employment history and background check, qualifications, and skills validation

Successful pass achieved on Queensland’s Working with Children Check - Positive Notice Blue Card issued by Blue Card Services

Clearance achieved on NDIS Worker Screening Check (or state equivalent)

Desirable

Possession of, or currently studying towards the completion of tertiary qualifications in Human Services, Social Science, or Youth Work will be well regarded

HOW TO APPLY:

If you have the above skills and are looking for an exciting and rewarding career, please apply now and attach your resume and cover letter outlining your relevant skills and experience.

All applications are held in the strictest confidence. Only shortlisted candidates will be contacted.

The recruitment for this position is being exclusively managed by EastCoast HR Group, for more information don't hesitate to get in touch with Hayley Davidson at [email protected] or 1300 562 766