Housing Officer 11_05(3)

Housing OfficerTraining Logbook Housing SA: Connecting People to Place

Name 2RoleOfficeContactManagerStart DateHousing Officer | Connecting People to Place

Housing OfficerTraining LogbookContentsAbout this Logbook..................................3The Regional Office ..................................4Your Team ..................................................4Your Role ...................................................6Personal Competencies ...........................7Your Learning Program............................8Training Log ..............................................10About this LogbookThis logbook provides a brief explanation of the work you’ll be doing inHousing SA. Along with the Housing SA Practice Guide, it outlines thepersonal attributes and skills you need to do your job successfully. Itincludes a list of training and a section where you and your manager willbe able keep a record of training you’ve done and what you’ll need tocomplete.DISCLAIMER: This logbook is only a representation of your role withinDCSI and is not the formal role description or part of any selection criteria.Housing Officer | Connecting People to Place 3

integritysocial justicerespect compassion tenacityThe Regional OfficeHousing Officers are located in most Housing SA regional offices. Theseoffices are comprised of up to thirty people in Access, Intake, PlaceManagement, Regional Response, Maintenance and Business Servicesteams. Regional staff work directly with people seeking housingassistance, existing Housing SA tenants, and the private and communityhousing sector, to house and support people in crisis.Your TeamThe Housing Officer works with either the Intake or Place ManagementTeams. Both teams are made up of Housing Officers, TenancyPractitioners and a Team Leader. The Intake Team also includes anAllocations Officer. While the Intake Team allocates Housing SA propertiesto people who have been referred to them by the Access Team andsupports Housing SA tenants in short term and probationary leases, thePlace Management Team supports tenants in longer fixed-term leases.Housing Officer | Connecting People to Place 4

Regional Office TeamsAccess Team: Assisting people entering the housingsystem and finding the right optionsIntake Team: Supporting new tenants in Housing SA'sproperties on short-term or probationary leasesPlace Management Team: Supporting tenants in longer-term leasesRegional Response Team: Intensive casework support forpeople in crisis or at high riskMaintenance Team: Co-ordinating the maintenance ofHousing SA propertiesBusiness Services Team: Providing operational andadministrative support for the regional officeHousing Officer | Connecting People to Place 5

Your RoleAs a Housing Officer, you directly support Housing SA tenants by providingclients with information, referrals, advocacy and tenancy services. At anyone time, you may be working with up to 500 tenants to help them sustaintheir tenancy. Some of your duties will include:Home visits to tenants – visiting tenants in their homes, explaining yourrole and establishing a rapport with them, using the visit as an opportunityto engage with them, discussing their general wellbeing and that of anychildren, establishing any supports and services they are connected withand ensuring their homes are safe to live in.Resolving conflicts – visiting tenants within set timeframes whencomplaints have been made, identifying what supports the tenant has andworking with both parties to resolve the issue before it escalates.Communicating with the tenant – involving tenants in discussionssurrounding tenancy and lease options, discussing their concerns,explaining Housing SA policies and providing them with information aboutappropriate services.Identifying risk and vulnerability – observing potential risks to tenantsduring home visits, using the Risk Identification Tool when any risk orvulnerability is detected and referring the tenant to the TenancyPractitioner or Regional Response Team for more intensive support.Liaising with other workers – discussing referrals and good practice,raising concerns or issues regarding tenants, advocating for tenants andworking together to protect people who are vulnerable or at risk.Documenting work with tenants – making notations regarding everyinteraction with tenants on Mainframe.Housing Officer | Connecting People to Place 6

Personal CompetenciesHousing Officers…Are empatheticYour decisions will have a real impact on your tenants, many of whom willbe experiencing significant issues such as intergenerational disadvantageor domestic violence. It is important that you consider each case withsensitivity, patience and respect.Are resilientBeing a Housing Officer involves visiting multiple tenants’ homes on analmost daily basis. This can be challenging when they do not wish toengage or there are difficult circumstances, making it important to employself-care strategies in order to look after your own health and wellbeing.Have good observation skillsSometimes tenants may not wish to disclose information to you, so havinggood observational skills allows you to take notice of things that may reflecttheir wellbeing and signal the need for early intervention.Are effective communicatorsA lot of your work with tenants depends on your ability to build rapport andtrust. This involves helping them understand how Housing SA and otherservices can help them. It is also important to share information and workwith other agencies.Employ problem solving skillsThe ability to think laterally will help you to find appropriate solutions fortenants and to tailor your approach based on their strengths andweaknesses.Housing Officer | Connecting People to Place 7

Your Learning ProgramYour learning program will help you to continue your professionaldevelopment. All of the training you undertake reflects the values that areset out in the Practice Framework.Formal TrainingThis training logbook presents the specific formal training covering both anoverview of Housing SA’s policies and functions, as well as skills that arespecific to your job. Participating in these courses early on in your role willhelp you understand the practices, policies and procedures that help youto do your work.Informal TrainingInformal learning opportunities are also an important way of developingyour skills and knowledge. One of the most common ways you can learnabout your work is by asking questions or talking with other staff. Anothermethod of learning from colleagues is by shadowing. This kind of traininghelps you learn complex and subtle details about your job in a hands-on,day-to-day setting. You can ask your manager to arrange opportunities toshadow other staff.The Training LogThe training log is split into two sections. The first presents training thatshould be undertaken before you can work independently and in your firstmonth of employment, whilst the second section presents training thatshould be completed thereafter. These sections have their own style andthe Legend will help you to understand how they should be completed.There is also an additional agreed training table for you and your managerto fill in with details of other training opportunities.Housing Officer | Connecting People to Place 8

Practice SupervisionPractice Supervision meetings are an opportunity for you and yourmanager to discuss your workload, reflect on decisions you have made oractions you have taken in the course of your work and identifyopportunities to improve your practice. The Practice Supervision tablesshould be used to record meetings and take notes on your discussionswith your manager.Legend Required Training for your role Not Applicable Optional TrainingROW (Reading, Online, or Workshop)This column is for modules that are delivered in-person, online, or asreading.S (Shadowing)This column is for modules with an additional shadowing component,where you can observe staff in practice.Sp (Supervised Activity)This column is for modules where you can demonstrate your learningthrough supervised practice.RPL (Recognition of Prior Learning)This checkbox is for recognition of prior learning based on your previousexperiences and education.Housing Officer | Connecting People to Place 9

Training LogBefore You Can Work Independently RO Employee and WTraining S Sp Manager Initial and DateLocal Induction E: M:Introduction to the office, HR21, payand leave, WHS, and other officeprotocolsCode of Ethics E: M:The Code of Ethics for all peopleworking in the public service in SouthAustraliaRespect and Ethics at Work E: M:Training covering responsibilities andrights associated with compliancewith the Code of Ethics, and theDepartment's relevant policies andproceduresWorking Alone E: M:An introduction to Housing SA’spolicies and procedures for regionalstaff working alone outside of theofficeRenewal SA and the Community E:Housing Sector M:Understanding the relationshipbetween Housing SA, Renewal SAand the Community Housing sectorService values and the Housing SA E:Blueprint M:Introduction to how Housing SA’sservice delivery contributes to itsstrategic directionHSA Clients: Who are They? E: M:A demographic overview of HousingSA’s customers and clientsHousing Officer | Connecting People to Place 10

RO Employee and WTraining S Sp Manager Initial and DateInformation Sharing Guidelines E: M:An introduction to the InformationSharing Guidelines for people workingwith sensitive client informationTenancy Management- E:Probationary Tenancies and Fixed M:Term LeasesUnderstanding the terms andconditions of probationary and fixedterm leasesTenancy Management- Allocations E:& Vacancies M:A guide to how allocations andvacancies are managed by HousingSATenancy Management- Direct E:Leases, Short Term Leases & Same M:AddressUnderstanding the terms andconditions of Direct Leases, ShortTerm Leases and Same AddressTenancy Management-Home Visits E: M:The basics of making home visits-interacting with tenants, things to lookout for, cards and forms to bringalong, common issues to deal withRIT E: M:Understanding Risk and Vulnerabilityand using the Risk Identification Toolfor Housing SA tenantsHousing Officer | Connecting People to Place 11

The First Month RO Employee and WTraining S Sp Manager Initial and DateRiskMAN Incident Reporting E: M:An introduction to reporting incidentsvia RiskMANRiskMAN Feedback Reporting E:An introduction to reporting feedback M:using RiskMAN E: M:Introduction to Systems andServices – Introduction to E:Mainframe M:The basics of getting started using E:Mainframe M: E:Introduction to Systems and M:Services – Customer and Property E:Profiles M: E:Understanding the Customer and M:Property Profile screens onMainframeIntroduction to Systems andServices – Task ManagerCompleting and directing tasks usingthe Task Manager function onMainframeIntroduction to Systems andServices – IncomesUnderstanding the different types ofincomes Housing SA customers andclients haveIntroduction to Systems andServices – WaterAn introduction to the water systemand how Housing SA charges tenantsfor waterTransfersBasic policies, procedures and advicefor managing requests for transferswithin Housing SAHousing Officer | Connecting People to Place 12

RO Employee and WTraining S Sp Manager Initial and DateIntroduction to Systems and E:Services – Incomes M:Understanding the different types ofincomes Housing SA customers andclients haveIntroduction to Systems and E:Services – Water M:An introduction to the water systemand how Housing SA charges tenantsfor waterIntroduction to Systems and E:Services – Appointment Booking M:SystemA practical guide for making andnotating appointments in theAppointment Booking SystemPrivate Rental E: M:An overview of how Housing SAassesses customers for PrivateRental AssistanceDebt Management E: M:An introduction debt management,follow-up, follow-up treatments anddebt relocation in Housing SAMaintenance E: M:The basics of making maintenancerequests for Housing SA tenantsDisruptive Tenancies and Evictions E: M:Basic policies, procedures and advicefor managing Disruptive Tenanciesand Evictions from Housing SApropertiesAbandoned Goods E: M:Basic policies and procedures forhandling goods left in Housing SAproperties by former tenantsPPP Outcomes Setting Meeting E: M:Housing Officer | Connecting People to Place 13

The First Three MonthsTraining RPL Employee and Date Manager InitialResilience and Coping with Stress ☐ E:Enabling staff to better manage their stress, build M:resilient thinking patterns, and improve theirattitude towards work E:Customer Service: An Introduction ☐ M:Generic customer service skills for all staff, with E:the addition of modules that relate to specific M:roles. Improving day-to-day customer service and E:attitudes towards customers M: E:Personal Safety Skills ☐ M: E:Enabling staff take care of their own safety in the M:presence of dangerous or risky situations at work E: M:Positive/Assertive Engagement ☐ E: M:Strategies for working with difficult-to-engageclients and customersMotivational Interviewing (specific to role) ☐Interviewing techniques to motivate customersand clients to make positive changes.Restorative Practice/JusticeAn introduction to the concept of restorative justice ☐for resolving conflict and repairing relationshipsConflict Resolution/mediation ☐Enabling staff to recognise and openly deal withconflict, both with other staff and with their clientsWriting and Making Notations ☐Giving staff the skills to make professional,informative, and relevant notations in MainframeHousing Officer | Connecting People to Place 14

The First Twelve MonthsTraining RPL Employee and Date Manager Initial E:Relationship Building and Networking ☐ M:Effective networking with external agencies and E:service providers M:Aboriginal Cultural Sensitivity and Respect ☐ E:Mandatory training for Housing SA employeesworking with Aboriginal or Torres Strait Islander M:people E: M:Working with Grief and Loss ☐ E: M:Understanding how to work with sensitively with E:customers or clients who have experienced M:bereavement or loss E: M:Trauma-Informed Practice ☐ E: ☐ M:An introduction to understanding, recognising and E:responding to trauma M: E:Child-Focused Practice M:Early intervention strategies for recognising and E:responding to vulnerable children M:Reflective Practice ☐ 15A guide to reflecting and improving on your workwith customers and clientsTeam Building ☐Essential skills for working as part of a teamTime Management ☐ ☐Practical skills for handling multiple responsibilitiesin a busy workplaceHomelessnessAn introduction to homelessness and servicesavailable to homeless peopleDomestic Violence ☐ ☐An introduction to domestic violence and itseffects on Housing SA’s customers and clientsAboriginal Family ViolenceAn introduction to Aboriginal family violence andits effects on Housing SA’s customers and clientsHousing Officer | Connecting People to Place

Training RPL Employee and Date Manager InitialMental Health, Suicide and Self-Harm ☐ E:Recognising, responding and providing early ☐intervention to people experiencing mental health ☐ M:issues ☐ E: ☐ M:Client Diversity ☐ E: ☐ M:Breaking stereotypes and working effectively with ☐ E:people with diverse backgrounds ☐ M:Disability Awareness E:Working effectively with staff, customers and M:clients with a disability E:Drugs and Alcohol M:An introduction to substance abuse with an E:emphasis on harm minimisation and referringclients to appropriate services M: E:Hoarding and SqualorAn introduction to strategies for working with M:hoarding and squalor E: M:Cultural Understandings, Better EngagementEngaging more effectively with Aboriginal andTorres Strait Islander people through a betterunderstanding of their cultureGenerating Positive PathwaysHelping people who have experiencedhomelessness engage with employment,education or trainingJustice System, Prisoners, and RehabilitationUnderstanding the justice system and how itaffects Housing SA’s customers, tenants andclientsPERMA+Developing resilience and good mental healthhabitsHousing Officer | Connecting People to Place 16

After Twelve MonthsTraining RPL Employee and Date Manager Initial E:Certificate in Social Housing or equivalent ☐ M: E:PPP Review Meeting (12 months) ☐ M: E:PPP Outcomes Meeting ☐ M:Other Optional Training Employee and Manager InitialTraining RPL Date E: M:Basic Computer Skills ☐ E: ☐ M:Ensuring that staff have a reasonable degree of ☐ E:computer literacy. Provides tips and ☐ M:explanations about MS Office, including Outlook. E:Public Speaking and Presentations M:Giving staff the skills, confidence, andexperience to deliver presentations and speakpublically or to a large group.Mental Health First AidProviding assistance to a person developing amental health problem or in a mental healthcrisis.ExceptionalityResponding to and understanding clients withexceptional circumstances (multiple, complexneeds) who are not easily categorised in normalworking procedures.Housing Officer | Connecting People to Place 17

Additional Agreed Training Date Employee and Manager Initial Training E: M: E: M: E: M: E: M: E: M: E: M: E: M: E: M: E: M: E: M: E: M: E: M: E: M:Housing Officer | Connecting People to Place 18

Practice Supervision Comments Date and Employee / Manager SignaturesD: / /E:M:D: / /E:M:D: / /E:M:Housing Officer | Connecting People to Place 19

Practice Supervision Comments Date and Employee / Manager SignaturesD: / /E:M:D: / /E:M:D: / /E:M:Housing Officer | Connecting People to Place 20

Practice Supervision Comments Date and Employee / Manager SignaturesD: / /E:M:D: / /E:M:D: / /E:M:Housing Officer | Connecting People to Place 21

Practice Supervision Comments Date and Employee / Manager SignaturesD: / /E:M:D: / /E:M:D: / /E:M:Housing Officer | Connecting People to Place 22

Practice Supervision Comments Date and Employee / Manager SignaturesD: / /E:M:D: / /E:M:D: / /E:M:Housing Officer | Connecting People to Place 23

Housing Officer Training Logbook Last Updated: 11/05/2016