Housing SA New Service Delivery Model

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

Continuum of Housing Options Housing SA – service front end High NeedsAffordable SAAP COMMUNITY, ABORIGINAL & STATE PRODUCTS Crisis SRF ’ S Boarding Houses Social Rental Private Rental Home Ownership POLICY & ASSETS SUPPORT

No Revolving Door No Wrong Door

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

Housing Policy & Services Division Executive Director Housing Policy & Services ED’s Office General Manager Housing SA South Business & Customer Services General Manager Housing SA North Ministerial Liaison Officer Place Manager Playford North Housing Policy (this includes strategic and operational policy) Maintenance Operations Asset Services (this includes maintenance strategy, property strategy & services) Southern Regional Offices Recovery & Benefit Review Disruption Management Team Northern Regional Offices & TCSC Aboriginal Housing Services Housing IT Planning Deputy CE DFC Head of Housing SA External Brokers engaged as required Effective from 1 August 2007 Community Renewal Special Projects & Initiatives Unit Industrial Relations Forum

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

Regional Office Structure April 2008 Regional Manager Operations Manager Allocations Officer Housing Team Leader Housing Team Housing Team Leader PRLO Housing Team Leader Allocations Clerk Housing Team CSO Team Leader CSO Team Including AS01 Community Care Consultant AHS Housing Officer

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.

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”

Questions?