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Housing SA New Service Delivery Model. Why Change?. The main aims of the Housing Reforms of May 2006 were:

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Housing sa new service delivery model

Housing SA

New Service Delivery Model

Why change

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 Needs



Continuum of Housing Options



Housing sa new service delivery model

No Revolving Door

No Wrong Door

Housing sa new service delivery model

Regional Office Structure Prior to Change

Manager – Housing SA

Relocation Officer

Office Administrator

Service Delivery Manager

Housing Support Coordinator

Allocations Officer

Customer Service Officers

Housing Managers

Housing Advisors

AHA Housing Officers


Housing policy services division

Housing Policy & Services Division

Deputy CE DFC

Head of Housing SA

Ministerial LiaisonOfficer

Executive Director

Housing Policy & Services

ED’s Office

Place ManagerPlayford North

General Manager

Housing SA


General Manager

Housing SA


Business & CustomerServices

Aboriginal HousingServices

Housing Policy (this includes strategic and operational


Asset Services

(this includesmaintenance strategy,

property strategy & services)

Southern Regional


Northern Regional

Offices & TCSC

Special Projects &Initiatives Unit

Recovery & BenefitReview

External Brokers

engaged as required

Disruption Management Team

Community Renewal



Housing IT Planning

Effective from 1 August 2007

Industrial RelationsForum

Housing sa new service delivery model


Housing needs assessments including private rental help


Tenancy managers for approximately 450 houses


All tenures and services

Regional office structure april 2008

Regional Manager

Operations Manager

Allocations Officer

Housing Team Leader

Housing Team Leader

Housing Team Leader

Housing Team Leader

CSO Team Leader

Allocations Clerk

Housing Team

Housing Team

Housing Team

Housing Team

CSO Team Including AS01


Community Care Consultant

AHS Housing


Regional Office StructureApril 2008

What is the advantage of teams

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

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”

Housing sa new service delivery model


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