Who is Haven Home Safe?
Haven Home Safe (HHS) is a purpose-driven, for-purpose, community housing provider committed to ending housing insecurity and advancing housing justice across Victoria. We centre the voices and lived experience of the people we support, working alongside our clients to deliver services that are respectful, inclusive, and responsive.
We deliver homelessness intake and referral services, integrated housing and support services encompassing Social and Affordable housing, Specialist Disability Accommodation (SDA), Transitional Housing Management (THM), and property services.
We have four (4) main office locations – Bendigo (registered Head Office), Preston, Mildura and Geelong.
The Role
The Housing Capability Lead is responsible for building and strengthening organisational capability across Housing Operations. The role focuses on identifying practice, process and system gaps through data analysis, audits and performance monitoring, and leading targeted capability uplift initiatives to improve service quality, compliance and outcomes. Working closely with the Chief Housing Officer (CHO) and the housing team, the role provides assurance over housing operational performance, supports consistent and compliant practice, and drives continuous improvement across allocations, vacancies, bonds, complaints, tenancy management and statutory reporting. The role is a senior specialist position and does not hold executive accountability.
Key Responsibilities:
Leadership, Oversight & Risk Escalation
- Provide leadership, supervision and performance support to the System Administrator.
- Exercise professional judgement to identify, manage and escalate operational, compliance and
performance risks to the Chief Housing Officer.
Performance, Data Integrity & Assurance
- Monitor housing operational KPIs including arrears, inspections, complaints, vacancies and maintenance performance.
- Conduct performance, KPI and file audits to identify systemic process, capability or compliance gaps.
Practice & Compliance Governance
- Provide assurance over compliant practice across complaints, allocations, bonds, tenancy management and documentation.
- Monitor legislative and regulatory changes and contribute to timely updates of internal guidance and practice.
Allocations & Vacancy Capability
- Provide assurance over the integrity of allocations and vacancy data across housing teams.
- Analyse vacancy performance trends and lead targeted capability uplift initiatives related to vacancy management including Victorian Housing Register (VHR) processes.
Bonds, RTBA & Debt Recovery Oversight
- Oversee RTBA compliance, auditing and adherence to bond processes.
- Monitor the timeliness and effectiveness of bond claims to support optimal debt recovery outcomes.
Complaints, Feedback & Complex Case Support
- Oversee complaints and feedback outcomes to ensure timely, compliant resolution.
- Provide guidance and support on complex tenancy and VCAT related matters in collaboration with the Chief Housing Officer, including maintaining templates, tools and evidence resources.
Capability Uplift, Projects & Sector Engagement
- Design and deliver targeted capability building initiatives, tools, training and guidance.
- Participate in relevant sector and stakeholder forums, progressing actions that support service delivery, funding and compliance outcomes.
Who We’re Looking For:
- Demonstrated experience in housing operations performance monitoring or compliance oversight.
- Strong understanding of social housing and transitional housing operating environments.
- Proven ability to analyse data, conduct audits and translate findings into practical improvements.
- Experience providing senior guidance, supervision or capability uplift without direct operational line management.
- High‑level attention to detail with strong systems and compliance focus.
- Strong written and verbal communication skills, including stakeholder engagement and reporting.
- Ability to manage competing priorities and complex issues with appropriate escalation.
Proficiency in housing management systems or demonstrated ability to rapidly develop system expertise.
Safety Screening Requirements
• National Police Check.
• Working with Children Check.
This role may be indirectly exposed to psychosocial hazards including client [or staff] distress, trauma disclosures, and crisis responses. HHS provides supervision, debriefing, safety processes, and wellbeing supports to manage these risks. Staff are encouraged to raise concerns early through their Team Leader, HSR, or OHS processes.
Applications close 14th May 2026 and are received via: Seek. If you have any questions about the role, please reach out to People Experience Team via: hr@hhs.org.au.
