Client Service Officer

DCJ Careers: Client Service Officers

Client Service Officers (CSOs) are the frontline of Housing Services and provide a broad range of tenancy and property management services and advice.

Video transcript: DCJ Careers: Client Service Officers

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Role overview
Key skills
Role requirements
Different types of Client Service Officers
Additional information

What is it like to work here?

“The job opportunities are literally endless.”

- Client Services Officer, Housing Services

Role overview

Client Service Officers (CSOs) are the frontline of Housing Services and provide a broad range of tenancy and property management services and advice.

Housing Services is part of the Housing, Disability and District Services and Emergency Management division under the Department of Communities and Justice. Housing Services is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of approximately 800,000 people every year.

In partnership with the community, industry and individuals, Housing Services provide safe and affordable housing opportunities for those most in need so that they can live with dignity, find support when needed and achieve independence.

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Key skills

show sensitivity and understanding when resolving clients housing needs
stay calm in highly pressured environments and work through difficult issues
be motivated and committed to achieving challenging goals
assess information and evidence, in accordance with policies and legislation
adapt to new technology
engage, influence, and negotiate from an informed and credible position
demonstrate accountability by assessing work outcomes and share learnings
plan and prioritise workloads to meet deadlines, in a fast paced environment.

Role requirements

current driver’s licence and willingness to drive within NSW.

Different types of Client Service Officers

Client Service Officer

assess and triage clients that present as homeless for social housing assistance
work in a variety of locations including local offices, in the field and client’s homes
provide advice and assistance to clients on housing options based on their eligibility
provide referrals where additional support requirements are identified
engage and partner with non-Government organisations
work directly with clients in the field and at times outside usual business hours, when undertaking Assertive Outreach duties
manage a portfolio of 350 - 400 tenancies across an allocated location
inspect vacated properties for maintenance, safety and damage
monitor rent accounts and initiate debt recovery action, including client service visits
investigate allegations of anti-social behaviour within the tenancy
monitor property condition and facilitate maintenance
manage client information to ensure confidentiality, accuracy and integrity.

Client Service Officer – Housing Contact Centre

respond to phone enquiries within a call centre environment
provide information about housing assistance options to clients and members of the public
assess and determine eligibility for Housing Services products and services
initiate, coordinate and prioritise actions in response to calls
facilitate wellbeing checks through specialised projects
follow-up on referrals, applications, and tenancy/housing related issues
maintain call records, system entries and client/service databases
provide administrative support, processing, and reporting.

Additional information

Flexibility

35 hour week Monday to Friday.

Training

Attend CSO Induction training for two weeks, with the first week to take place in Sydney city, followed by online training during the second week. For those who reside outside of Sydney metro, all expenses will be paid for by DCJ.

Certificate

Paid Certificate IV in Social Housing accredited training, on the job over 12 months.

Development

Ongoing learning and development opportunities available on the job.

Pre-employment checks

Reference checks (minimum of 2 referees)
health declaration
conduct and performance checks (for existing public service employees)
National Criminal History checks
eligibility to work in Australia
other pre-employment checks as required.

Aboriginal and Torres Strait Islander People

Housing Services provides services to various communities across the state, making it important to have a diverse and inclusive workforce that contributes to better outcomes for our communities.

Aboriginal and Torres Strait Islander people make a significant impact to the organisation by improving the way we interact with Indigenous communities and help inform and shape cross-cultural services.

Careers for Aboriginal people