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Housing SA New Service Delivery Model

Housing SA New Service Delivery Model. Why Change?. The main aims of the Housing Reforms of May 2006 were:

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Housing SA New Service Delivery Model

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  1. Housing SA New Service Delivery Model

  2. Why Change? The main aims of the Housing Reforms of May 2006 were: Put us in the best position to meet the Government’s State Housing Plan priorities particularly increasing the supply of affordable housing as well as reinvigorating and improving the viability of the social housing sector Make the housing system easier for customers to access and navigate Provide a broader range of housing options for customers to choose from Improve the co-ordination of housing strategic direction, policy, service models, asset management and new product development and implementation

  3. Housing SA – service front end High Needs Affordable POLICY & ASSETS SUPPORT Continuum of Housing Options COMMUNITY, ABORIGINAL & STATEPRODUCTS SAAP

  4. No Revolving Door No Wrong Door

  5. Regional Office Structure Prior to Change Manager – Housing SA Relocation Officer Office Administrator Service Delivery Manager Housing Support Coordinator Allocations Officer Customer Service Officers Housing Managers Housing Advisors AHA Housing Officers PRLO

  6. Housing Policy & Services Division Deputy CE DFC Head of Housing SA Ministerial LiaisonOfficer Executive Director Housing Policy & Services ED’s Office Place ManagerPlayford North General Manager Housing SA South General Manager Housing SA North Business & CustomerServices Aboriginal HousingServices Housing Policy (this includes strategic and operational policy) Asset Services (this includesmaintenance strategy, property strategy & services) Southern Regional Offices Northern Regional Offices & TCSC Special Projects &Initiatives Unit Recovery & BenefitReview External Brokers engaged as required Disruption Management Team Community Renewal Maintenance Operations Housing IT Planning Effective from 1 August 2007 Industrial RelationsForum

  7. HOUSING ADVISORS: Housing needs assessments including private rental help HOUSING MANAGERS: Tenancy managers for approximately 450 houses HOUSING OFFICERS: All tenures and services

  8. Regional Manager Operations Manager Allocations Officer Housing Team Leader Housing Team Leader Housing Team Leader Housing Team Leader CSO Team Leader Allocations Clerk Housing Team Housing Team Housing Team Housing Team CSO Team Including AS01 PRLO Community Care Consultant AHS Housing Officer Regional Office StructureApril 2008

  9. What is the Advantage of teams? • Pool of resources, e.g. cars. • No pile of work when returning from leave or appointments can be done by someone else if you are sick. • Staff available for 2 people visits. • Knowledge shared as everyone is good at something. • Flexibility to respond to crisis situations.

  10. Disadvantages of team model • Potential for double handling, must ensure good communication with in the group. • Customers rapport with worker diminished and workers don’t know their tenants and local areas anymore. • Underperforming staff affect whole team, to be monitored by team and Team Leader. • Less ownership of an “area”

  11. Questions?

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