Skillset Matrix for Regional Office Staff (A15091463)

Housing SA Regional Staff Skillset Matrix Before you can work independently Within the first month Required training Optional recommended training Wish list training or training that we are not sure aboutBefore You Work Independently and within the First MonthSkills/Training CS HO TP SW RRT OM AO CRC BC CSO O AW PRLO TL MLocal InductionIntroduction to the office, HR21, pay and leave, WHS, and other office (BS)protocols 0.5DCSI InductionCode of Ethics Awareness Program 30minsThe Code of Ethics for all people working in the public service in SouthAustraliaRespect and Ethics at WorkTraining covering responsibilities and rights associated with compliance withthe Code of Ethics, and the Department's relevant policies and procedures.Page 1 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BCChild-Safe Environments CSO O AW PRLO TL M (BS) OO < <6 6 mo m oRiskMAN Feedback and Incident Reporting 2hrs 30mins 2.5An introduction to reporting feedback and incidents using RiskMANHousing SA Government and Legislative ContextAn overview of how Housing SA fits into the bigger picture ofGovernment and legislationWorking AloneAn introduction to Housing SA’s policies and procedures for regionalstaff working alone outside of the officeRenewal SA and the Community Housing SectorUnderstanding the relationship between Housing SA, Renewal SA andthe Community Housing sector.Service values and the Housing SA BlueprintIntroduction to how Housing SA’s service delivery contributes to itsstrategic directionHSA Clients: Who are They?An demographic overview of Housing SA’s customers and clientsInformation Sharing GuidelinesAn introduction to the Information Sharing Guidelines for people Page 2 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BCworking with sensitive client information CSO O AW PRLO TL M (BS)Housing Options (Access) 1.5 WithAn overview of how the Access team helps customers find the right 2.25 in 6options for them mon 1.25 thsHousing Register- Introduction and eligibility 1hr 30minsA brief overview of Housing trust, the types of houses available and 2 Withcustomer eligibility days in 6 monHousing Register- Systems Registration Processes 2hr 15mins thsUnderstanding public and community housing applications and how todo themHousing Register- Housing needs assessment 1hr 30minsLearn how and when to complete one, responding to customers in crisisand finalising categoriesHousing Register- Change of Circumstance and Category Review 1hr15minsUnderstanding category reviews, how to book them, and when they areconductedIntroduction to Systems and Services – Introduction to Mainframe 1hr30minsThe basics of getting started using Mainframe.Introduction to Systems and Services – Customer and PropertyProfiles 3hrsUnderstanding the Customer and Property Profile screens on Page 3 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BC CSO O AW PRLO TL MMainframe. (BS)Introduction to Systems and Services – Task Manager 1hrCompleting and directing tasks using the Task Manager function on Opti Opti Opti Opti Opti OptiMainframe onal onal onal onal onal onalIntroduction to Systems and Services – Incomes 4 hrsUnderstanding the different types of incomes Housing SA customers 1.5 Optiand clients have. 1.5 onalIntroduction to Systems and Services – Water 1hr 30mins 3.0An introduction to the water system and how Housing SA charges 2.0tenants for waterIntroduction to Systems and Services – Appointment Booking System1hr 15minsA practical guide for making and notating appointments in theAppointment Booking SystemPrivate Rental Assistance Program – Introduction to PRAP 1.5 hoursAn overview of what PRAP is and how to assess eligibilityPRAP- The Ready Reckoner 1.5 hoursA guide for registering customers on the Ready Reckoner to assesseligibilityPRAP- Mainframe Registration 3 hoursHow to process and administer bond registration and print chequesPRAP- Mainframe Registration and Approvals 2 hoursPage 4 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BCOverview of how to conduct assessments and process approvals CSO O AW PRLO TL M (BS)PRAP- Emergency Accommodation 1 hour 1.0Processing a registration, making notations and understanding 3.0provisional outcomes 2.5 1.25Tenancy Management- Probationary Tenancies and Fixed TermLeases 3hrs 3.0Understanding the terms and conditions of probationary and fixed term 1.0leasesTenancy Management- Allocations & Vacancies 2hr 30minsA guide to how allocations and vacancies are managed by Housing SATenancy Management- Direct Leases, Short Term Leases & SameAddress 1hr 15minsUnderstanding the terms and conditions of Direct Leases, Short TermLeases and Same AddressTenancy Management- Home Visits 3hrsThe basics of making home visits- interacting with tenants, things tolook out for, cards and forms to bring along, common issues to dealwith.Tenancy Management- Maintenance overview 1 hrUnderstanding the maintenance procedures for Housing SAAbandoned GoodsBasic policies and procedures for handling goods left in Housing SAproperties by former tenants.Page 5 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BC CSO O AW PRLO TL M (BS)Debt Management: An introduction to debt management 1 hour 1 dayAn introduction debt management and the impact on customer services 1.25 1 dayDebt Management- Tools for Follow-up 2 hoursUnderstanding the follow-up steps and making arrangements OOOOOO O OOOOOO ODebt Management- Follow-up treatments 2 hoursWhat to do if a customer refuses to negotiate and understandingreportsDebt Management- Relocating Debt 1.5 hoursReinstating and outsourcing debt, understanding bankruptcyMaintenance – 1hr 15minsThe basics of making maintenance requests for Housing SA tenantsDisruptive Tenancies – Registration 2.5 hoursHow to register a disruptive complaint and understanding Housing SA’sresponsibilitiesDisruptive Tenancies- Investigations and Outcomes 2.5 hoursIntroduction to verbal and written warnings, investigating a complaintand the role of the Community Response CoordinatorChintaro System- Tenancy ManagementHow to navigate the system and manage arrearsChintaro System- Regional maintenanceResponsive maintenance, raising and cancelling orders and completingactions Page 6 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BC CSO O AW PRLO TL MTransfersBasic policies, procedures and advice for managing requests for (BS)transfers within Housing SA.Risk and VulnerabilityUnderstanding Risk and Vulnerability and using the Risk IdentificationTool for Housing SA tenants.Outcomes StarEnabling staff to use the Outcomes Star as an assessment tool forclients at low-to-moderate risk.FAMIS Maintenance SystemSocial Worker’s case noting tool TBASecurity and ScreeningArranging security access for the office and staff computers andprocedures for managing Staff Screening checks.Workforce ManagementManaging staff contracts, personnel files, RDAs, workforce controls anddue diligence processes.Assets and Facilities ManagementMaintaining the Asset Register, goods disposal procedures,maintenance, procurement, Fleet Management, managing mobilephone accountsPage 7 of 14 DRAFT VERSION ONLY

Skills/Training CS HO TP SW RRT OM AO CRC BC CSO O AW PRLO TL MFinancial Processes (BS)Petty Cash, processing and reconciling debt write-offs, Cab Chargevoucher and reconciliationFilingUnderstanding how to manage customer files, entering information onMainframe and TOT.Writing and Making Notations (preference for online)Giving staff the skills to make professional, informative, and relevantnotations in Mainframe.Page 8 of 14 DRAFT VERSION ONLY

Within the First Three MonthsSkills/Training (<3 months) CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BC (BS) MResilience and Coping with StressEnabling staff to better manage their stress, build resilient thinking 8.0patterns, and improve their attitude towards work. 1.0Customer Service: An IntroductionGeneric customer service skills for all staff, with the addition of modulesthat relate to specific roles. Improving day-to-day customer service andattitudes towards customers.Positive/Assertive EngagementStrategies for working with difficult-to-engage clients and customersMotivational InterviewingInterviewing techniques to motivate customers and clients to makepositive changes.Restorative Practice/JusticeAn introduction to the concept of restorative justice for resolvingconflict and repairing relationships.MAYBO - Managing Conflict and Challenging Behaviour 1 full day (8hrs)Enabling staff to recognise and openly deal with conflict, both withother staff and with their clients.PPP Outcomes Setting MeetingCase NotesGiving staff the skills to make professional, informative, and relevant Page 9 of 14 DRAFT VERSION ONLY

Skills/Training (<3 months) CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BCcase notes in Mainframe and on paper. (BS) MRecruitment and Selection Framework – 4hrs 45minsSupervision: A Reflective and Developmental Approach 4.75Within the First Twelve Months CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BC (BS) MSkills/Training (<12 months) 4.0Relationship Building and NetworkingAboriginal Cultural Sensitivity and RespectMandatory training for Housing SA employees working with Aboriginalor Torres Strait Islander people.Working with Grief and Loss 4 hrsUnderstanding how to work with sensitively with customers or clientswho have experienced bereavement or lossTrauma-Informed PracticeAn introduction to understanding, recognising and responding totrauma.Child-Focused PracticeEarly intervention strategies for recognising and responding tovulnerable childrenReflective PracticeA guide to reflecting and improving on your work with customers and Page 10 of 14 DRAFT VERSION ONLY

Skills/Training (<12 months) CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BC (BS) Mclients.Team BuildingEssential skills for working as part of a team.Time ManagementPractical skills for handling multiple responsibilities in a busy workplaceHomelessnessAn introduction to homelessness and services available to homelesspeopleDomestic ViolenceAn introduction to domestic violence and its effects on Housing SA’scustomers and clients.Lateral and Family ViolenceAn introduction to Aboriginal family violence and its effects on HousingSA’s customers and clients.Mental Health, Suicide and Self-HarmRecognising, responding and providing early intervention to peopleexperiencing mental health issues.Client DiversityBreaking stereotypes and working effectively with people with diversebackgroundsDisability AwarenessWorking effectively with staff, customers and clients with a disability.Page 11 of 14 DRAFT VERSION ONLY

Skills/Training (<12 months) CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BC (BS) MDrugs and AlcoholAn introduction to substance abuse with an emphasis on harmminimisation and referring clients to appropriate servicesHoarding and SqualorAn introduction to strategies for working with hoarding and squalorCultural Understandings, Better EngagementEngaging more effectively with Aboriginal and Torres Strait Islanderpeople through a better understanding of their cultureGenerating Positive PathwaysHelping people who have experienced homelessness engage withemployment, education or training.Justice System, Prisoners, and RehabilitationUnderstanding the justice system and how it affects Housing SA’scustomers, tenants and clients.Recruitment / accredited panel trainingA guide to recruitment processes for DCSI and Housing SAManagement Skills (NOT CONFIRMED)PERMA+Developing resilience and good mental health habits.Meet the EDCertificate III in GovernmentA foundation for new staff to the Public Sector.Page 12 of 14 DRAFT VERSION ONLY

Skills/Training (<12 months) CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BC (BS) MCertificate IV in Frontline ManagementGiving managers the skills to excel in their role. Offered by the StantonInstituteDiploma of ManagementEquipping staff with 3-5 years of management experience withadditional skills and aptitudes.PPP Review MeetingAfter Twelve MonthsSkills/Training (>12 months) CSO CSO AW PRLO TL HO TP SW RRT OM AO CRC BCPPP Outcomes Meeting (BS) M 1.0Diploma of GovernmentA comprehensive course on the operations of Government, offered bythe Stanton Institute.Other Optional TrainingBasic Computer SkillsEnsuring that staff have a reasonable degree of computer literacy. Provides tips and explanations about MS Office, including Outlook.Public Speaking and PresentationsGiving staff the skills, confidence, and experience to deliver presentations and speak publically or to a large group. Page 13 of 14 DRAFT VERSION ONLY

Mental Health First AidProviding assistance to a person developing a mental health problem or in a mental health crisisExceptionalityResponding to and understanding clients with exceptional circumstances (multiple, complex needs) who are not easily categorised in normal working procedures. Page 14 of 14 DRAFT VERSION ONLY