Tenancy Manager

Provide expertise to the Tenant Services team, which currently includes a site coordinator and live-in house managers at each of Servants’ 4 properties......

Servants Community Housing was established by Hawthorn West Baptist Church, and we continue to uphold the values of dignity, inclusion, compassion, and community in all that we do. Servants is a registered housing provider and not-for-profit organisation supporting people at risk of homelessness with safe, stable, and affordable housing in Kew and Hawthorn VIC. We are proud to share that various members of our dedicated staff, volunteers and residents and our community engagement initiatives have been honoured with National, State and Local Government awards, recognising their exceptional contributions.

Our unique rooming housing model is supported by live-in onsite house managers and a focus on shared hospitality. Our residents are people on low incomes, and often people experiencing acute mental illness, disability, or who have experienced trauma, violence, or repeat homelessness. By facilitating mutually transformative relationships between residents and the local community, we create communities where respect, dignity, hope, and opportunity are nurtured.

POSITION OVERVIEW

Working with our Head of Tenant Services, the Tenancy Manager provides expertise to the Tenant Services team, which currently includes a site coordinator and live-in house managers at each of Servants’ 4 properties. This role is ideal for someone who excels at tenancy administration, community development, building trust, navigating complex situations with empathy, and juggling competing priorities in a fast paced, purpose-driven environment.

The Tenancy Manager stays up-to-date with industry good practice on tenancy management, facilitates strategic relationships with partner agencies and service providers, manages resident engagement and wellbeing programs, and ensures resident outcomes remain at the centre of every decision.

Whilst the focus is on building stability, the Tenancy Manager role also calls for calm, confident responses to moments of crisis, including post-incident support for both residents and staff. Therefore, experience in supporting people through behavioural challenges, managing conflict, and helping restore a sense of safety and stability is essential. We need someone who foster a welcoming and inclusive environment.

The role is flexible with either full time or 0.8 EFT (4 - 5 days/week), with potential for flexible working arrangements.

The position and its responsibilities will occasionally require working outside regular work hours for which time in lieu will be provided. Salary will be negotiated according to the SCHADS award.

KEY RESPONSIBILITIES

• Develop, coordinate, and evaluate resident-focused services and community-building initiatives
• Provide oversight and guidance to live-in House Managers, supporting them to sustain their roles and uphold consistent practice
• Provide leadership in managing complex or high-risk resident matters, with a focus on early intervention and tenancy sustainment, and only proceeding to VCAT when all other avenues have been exhausted
• Prepare VCAT applications
• Utilise tenancy management software to track resident data, support case planning, and generate accurate reports for compliance and internal review
• Implement strategic programs and partnerships that enhance resident wellbeing and engagement
• Contribute to the development, review, and implementation of resident-related policies and procedures
• Develop and deliver training, resources, and practice support for frontline staff
• Monitor and meet key performance indicators, including vacancy rates, rent arrears, and tenancy outcomes

PREFERRED KEY EXPERIENCE / CAPABILITIES

• Minimum 4 years experience working with individuals with complex needs, including mental health, substance use, or trauma histories
• Strong understanding of tenancy sustainment and early intervention strategies in a community housing or support setting
• Demonstrated ability to respond to and de-escalate crisis situations in a calm and confident manner
• Experience supporting people through behavioural challenges and helping maintain safe, respectful living environments
• Leadership experience, including supervising staff or small teams in a human services or housing context
• Knowledge of relevant legislation and processes, including the Residential Tenancies Act and experience in VCAT procedures
• Experience using tenancy management software to track tenancies, document engagement, and report on key metrics.
• Experience developing and implementing policies, particularly those related to resident conduct, wellbeing, rent setting or tenancy practice
• Skilled in building strong relationships with residents, staff, and external support providers
• Familiarity with trauma-informed and person-centred approaches in residential settings
• Experience working in environments with volunteers, including an ability to model boundaries and foster inclusive participation
• Confident communicator with the ability to represent the organisation internally and externally
• Experience in managing Rooming House Accommodation (Highly desirable)

ADDITIONAL REQUIREMENTS

• National Police Check and ability to secure a Working With Children’s Check
• First Aid Certificate (or willingness to obtain)
• Willingness to use own vehicle for work related travel

BENEFITS

• Salary according to the SCHADS award depending on level and experience
• Superannuation
• Salary packing benefit
• Flexible working conditions
• Gifted additional paid leave over the Christmas and New Year Break
• Main office in the Waterman Business Centre coworking space in Richmond

Applications close 19th January however early enquiries are encouraged as our interview process may commence and move through to offer quickly.

A confidential discussion is welcomed prior to applying, contact Amanda Donohoe (CEO) at: ceo@servants.org.au
0417 085 443