ROLE DESCRIPTION
1.
ROLE DETAILS
Role Title
Senior Project Officer
Role No
Classification Level
ASO 5
Discipline
Administrative
Division
Housing SA
Date Created
Branch/Unit
Central Housing Services
Date Approved
Reports To
Team Leader Projects and Programs
Review Date
2.
ROLE CONTEXT
Role Summary
Reporting/Working
Relationships
Special Conditions
3.
The Senior Project Officer is an operational role within Housing Services and is accountable to the Team
Leader Projects and Programs for:

Scoping, designing implementing, managing and evaluating projects that contributes to achieving the
strategic customer service strategy and directions of the Housing SA.

Researching and analysing contemporary practices and business systems that enhance service
access and quality customer service delivery.

Developing strategies and systems that enhances service access and support which results in best
practice customer service delivery.

Establishing and maintaining effective working relationships with internal and external networks to
keep abreast with current and future requirements to enhance service access and support.

Team Leader (direct manager).

Manager, Central Housing Services

Maintains a close working relationship with all staff in the unit.

Housing SA Executive.

Senior management, service providers and relevant DFC partners.

Regional Staff

Housing Services Staff

Local, State and Commonwealth governments and key stakeholder organisations.

Successful applicant will be required to satisfactorily complete a National Criminal History Record
Check (NCHRC) prior to being employed and every three years.
QUALIFICATIONS
Essential
Not Applicable.
4.
PRIMARY OUTCOMES AND ACCOUNTABILITIES
KEY RESPONSIBILITIES
RELATED TASKS
Project Management

Scoping, designing implementing, managing and evaluating specific projects that
contributes to achieving the strategic customer service strategy and directions of the
Housing SA

Researching and analysing contemporary practices and business systems that enhance
service access and quality customer service delivery.

Analysing and managing the risks related to development of service access and support
systems and strategies

Consulting and engaging with internal and external stakeholders in the development of
strategies and systems to maximise delivery of customer service value

Lead and develop collaborative partnership models with internal and external stakeholders
demonstrating an understanding of their needs.

Work collaboratively to develop effective working relationships with peers, staff and
stakeholders in order to deliver quality and timely communications and services.

Contribute consistently to relationship management and the provision of high quality
services across all Housing Services business groups.

Establish and maintain coordinated and systematic business processes for conducting and
communicating customer feedback processes to improve service access and support

Contribute to the development of business systems and processes for determining,
managing, measuring and reporting against customer service delivery performance
indicators

Establish value indicators and targets relevant to the delivery of customer service related
outcomes

Develop information systems to analyse, manage and report on continuous improvement
strategies and facilitate decision making for customer service outcomes

Identify initiatives for integrated service delivery and opportunities for service improvements
through consultation with staff, external stakeholders including Local, State and
Commonwealth Departments, community agencies and clients.

Provide expert advice to a range of stakeholders on policy, programs and issues related to
customer service outcomes.

Undertake research and identify practices and procedures within Housing SA and other
related housing entities for best practice in service development and delivery.

Identify opportunities for improved information technology in service delivery.

Undertake research and provide support to Housing SA staff to implement community
development models and customer service initiatives.

Understand and follow workplace safety initiatives, identify hazards and contribute to a safe
working environment, as well as follow procedures to manage and minimise risks within the
DFC.

Follow the principles of a sustainable working environment by following departmental
greening initiatives.

Model ethical behaviour and practices consistent with SA Government Code of Ethics for
Public Sector Employees and DFC stated values.
Relationship Management
Business Systems and
Processes
Strategic Development
Organisational Contribution
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5.
DFC CAPABILITIES (c)
Relating &
Communicating
Client Focus
Achieving
Objectives
Personal Drive &
Professionalism
Continuous
Improvement
Respect Cultural
Diversity
6.

Identify networking opportunities to facilitate knowledge transfer.

Adapt communication style and identify strategies to improve communication effectiveness.

Consider others’ perspectives when communicating negotiating or presenting arguments to build
rapport.

Listen to client feedback to gain insight for continuous improvement of services.

Understand the range of connected services provided by the department and their relevance to clients.

Identify areas where client support is required and discuss situation or concerns with key stakeholders.

Recognise and utilise resources to achieve organisational goals.

Assess progress toward team goals and identify the actions required to achieve objectives.

Take responsibility for delivering business unit outcomes and performance.

Set project goals and plans linked to the strategic vision and departmental values.

Motivate team members and encourage them to achieve organisational targets.

Monitor work of the team, take action where appropriate and provide guidance to individuals/teams.

Analyse trends internally and externally to identify opportunities to enhance departmental operations.

Develop and implement solutions based on research to improve organisational performance.

Seek opportunities to improve departmental processes by contributing to improvement initiatives.

Take action and provide services that are inclusive of Aboriginal people and people from culturally and
linguistically diverse backgrounds as well as engage in learning about other cultures to better establish
relationships and improve services.
ROLE SPECIFIC CAPABILITIES
1
Implement Projects and Programs – ability to plan, implement, monitor, assess and evaluate appropriate projects and
programs in collaboration with key stakeholders.
2
Analyse and Report – analyse and integrate information from a variety of sources to develop and deliver reports and
presentations.
3
Project Management Experience – utilise experience in developing and managing projects in accordance with timelines and
budget.
4
Networking – develop and maintain constructive and effective working relationships, which foster the trust and cooperation of a
wide cross section of key stakeholders, staff and communities.
5
Build Partnerships – understand the needs of diverse range of clients and cultures and deliver services that meet these needs
using initiative, creativity, negotiation, consultation and conflict resolution skills.
7.
DELEGATES APPROVAL
ASSESSED BY:
Date:
Signature:
APPROVED BY:
Date:
Signature:
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