Tenancy Management Manual
Chapter 21
Home Visit Guidelines
July 2012
Home Visits Guidelines
July 2012
Published by the Department of Human Services, Melbourne, Victoria, Australia.
Copyright State of Victoria, Department of Human Services, 2012.
This publication is copyright. You may make limited copies of this document in accordance with the
Copyright Act 1968 (Cth), including copies for research, study, criticism, review or news reporting.
Apart from this, you may not publish, reproduce, adapt, modify, communicate or otherwise use any
part of this document (in particular for commercial purposes).
Authorised by the State Government of Victoria, 50 Lonsdale Street, Melbourne.
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Table of Contents
21.1
GUIDELINES FOR HOME VISITS ....................................................................................... 4
21.1.1
21.1.2
21.1.3
21.1.4
21.1.5
21.1.6
21.1.7
21.1.8
21.1.9
21.1.10
21.1.11
21.1.12
Worker Safety .................................................................................................... 4
What is required by you ..................................................................................... 5
Preparing for a Home Visit ................................................................................. 5
Assessment of risk ............................................................................................. 6
Routine contact .................................................................................................. 6
High Risk client contact ..................................................................................... 6
Tips when visiting............................................................................................... 6
Managing your personal response .................................................................... 7
Physical responses ............................................................................................ 7
Personal triggers ................................................................................................ 8
Indicators of imminent violence ......................................................................... 8
Common personal reactions .............................................................................. 8
21.2
REPORTING AND RECORDING ....................................................................................... 10
21.3
SUPPORT ........................................................................................................................... 11
21.3.1
Formal Debriefing ............................................................................................ 11
21.4
REQUIREMENTS ............................................................................................................... 12
21.5
HOME VISITS – HIIP PROCEDURES AND PROCESSES ............................................... 13
21.6
APPENDICES ..................................................................................................................... 14
23.7.1
23.7.2
23.7.3
23.7.4
Home Visit Letter ............................................................................................. 14
Home Visit Checklist ........................................................................................ 15
Home Visit Schedule ....................................................................................... 16
Home Visit Record ........................................................................................... 17
Note: Appendices have been highlighted and linked throughout the Chapter in blue italic text.
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21.1 Guidelines for Home Visits
The Department of Human Services (the Department) employs direct care staff in the following areas:

Disability Services

Housing

Child Protection

School Nurses

Youth Child Care Officers (Youth Training Centres & Secure Welfare Services)
These staff play critical role in service provision to clients of the Department. Each of these programs
visits families in their homes. The majority of visits are routine and uneventful; however staff are
required to follow procedures which enhance their own safety.
The following document below reminds us all of these widespread and accepted procedures.
21.1.1
Worker Safety
The Department of Human Services has responsibilities under the Occupational Health & Safety Act
2004 to ensure staff members’ health and safety requirements are met.
Key to providing a safe work place is applying the principles of the Act. These are:
1.
2.
3.
4.
5.
The importance of health and safety requires that employees, other persons at work and
members of the public be given the highest level of protection against risks to their health and
safety that is reasonably practicable in the circumstances.
Persons who control or manage matters that give rise or may give rise to risks to health or
safety are responsible for eliminating or reducing those risks so far as is reasonably practicable.
Employers and self-employed persons should be proactive, and take all reasonably practicable
measures to ensure health and safety at workplaces and in the conduct of undertakings.
Employers and employees should exchange information and ideas about risks to health and
safety and measures that can be taken to eliminate or reduce those risks.
Employees are entitled, and should be encouraged, to be represented in relation to health and
safety issues.
The Department defines occupational assault as any incident in which employees are abused,
threatened or assaulted in circumstances arising out of or in the course of their employment. This may
take the form of verbal, physical or psychological abuse.
In our work, verbal abuse and threats of harm are the most common forms of incident initiated by
clients against staff, however they are quite rare. This includes shouting, intimidation, sarcasm and
personal insults. Staff may also be subject to sexual and/or racial harassment through offensive
suggestions and remarks. It can also be the attempted or actual exercise of any force so as to cause
injury to a worker.
These guidelines have been developed to assist all managers and staff in developing safe work
practices whilst on home visits and conducting interviews.
All staff are entitled to a safe working environment and no one should have to work in fear of violence,
aggressive behaviour or harassment.
The Department is committed to ensuring:

Managers/ Supervisors

provide and maintain a healthy and safe local working environment
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

consult with employees and Health and Safety representatives on workplace health and
safety information, issues and opportunity for improvement

identify local risk through workplace inspections, incident reports, DINMAs, accident
investigation and workplace consultation

develop and implement health and safety improvements in consultation with employees

provide a business case for recommended improvements to senior managers to secure
resources

integrated health, safety and wellbeing strategies into work practices and procedures

document health, safety and wellbeing improvement strategies and monitor for effectiveness

report on progress and workplace health, safety and wellbeing to senior managers and
employees.
Employees

participate with management in the development and implementation of health and safety
issues

participate in relevant health, safety and wellbeing training

take care that activities undertaken or neglected do not cause a risk to health and safety of
any person in the workplace

report all work related disease, near misses or accidents to the Department.
21.1.2
What is required by you

An initial home visit should be completed within six weeks of a new tenancy commencing

A periodic home visit to make contact at least once every three years.
You should prepare yourself for the home visit by scheduling the Home Visit in HiiP, and share
information about client concerns with your colleagues. Ensure information is recorded in HiiP.
21.1.3
Preparing for a Home Visit
Think about your personal safety and make an assessment of the risk. Gather as much information
about the tenancy you intend to visit before you come face to face with the client. This includes
familiarising yourself with the client’s background and their tenancy history before conducting any sort
of contact, especially if you have just taken over the area or have been on leave. It is a requirement
that your Team Manager is aware of your home visit schedule.
Ensure that you:

have a working mobile phone

have completed a “Home Visit Schedule” and have given this to your Team Manager.
It is your responsibility to record information about where you are and to make sure it is accurate. It is
also your responsibility to contact the office if you are significantly delayed. This information is needed
so that concerns do not develop for your safety.
The basic information required is:

your name

mobile number

the client’s name and address

if the visit is routine
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
any identified risk factors

expected time of return.
Where you are to conduct more than one home visit, it is suggested that an approximate time is given
as to when you will be visiting each client.

Ensure you are wearing appropriate footwear (safety shoes)

 Ensure you have a Home Visit Record form.
21.1.4
Assessment of risk
If either of the following factors are present then consult with your Team Manager before conducting a
home visit:

previous Police involvement with the client relating to violence

there is a history of violence towards workers.
21.1.5
Routine contact
 Housing Charter Chapter – Business Practice Manual
 The majority of home visits will be routine and staff are reminded to be respectful and courteous
(refer to Housing Charter Chapter in the Business Practice Manual) and be aware of any
unanticipated responses when dealing with sensitive matters.
21.1.6
High Risk client contact
Where a client is deemed to be high risk because of previous history and experience, you should
notify your Team Manager and use one of the following strategies:

conduct the home visit with another support worker of the client

conduct the home visit with a second worker or Team Manager

arrange for a family member or friend of the client to be present

conduct an office interview instead of a home visit.
21.1.7
Tips when visiting
Things to do when out on site:


Prior to entering the premises:

Make a visual check of the external area. Check for things like whether there are visitors,
large dogs roaming around, gates are easy to open, any potential hazards etc.

Make a visual check of the condition of the property and that of the neighbouring properties

Check for broken windows, damaged pipes, guttering or any other required maintenance

Do not park in the driveway

Do not stand directly in front of the door after ringing the bell, either move to the side or back
from the door

Never enter the property if the tenant is not home or if there are no adults present

Do not enter until met at the door by the client.
On entering the premises:
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



Make a visual check of the internal condition of the property; note changes to the property
condition report

Check for broken fixtures or fittings, or any other amenities.
Interaction with client:

Politely ask who else is home at the time of the visit

Be professional and courteous at all times

If for cultural or other reasons the client requests that you remove your shoes before entering
the property, discuss if alternative options such as wearing shoe covers is suitable. If the
client insists that the removal of the shoes occurs, discuss alternative arrangements such as
an office interview

Avoid confined spaces where possible.
Inside the premises:

Make a visual check of the internal condition of the property

Check for loose cupboards, worn carpet, slippery floor, hole in walls etc.
After the interview:

If you felt unsafe, report the interview/ incident to your Team Manager. Complete a DINMA
form

Above all else, use common sense. If you do not feel comfortable do not enter the property.
The Department of Human Services has developed significant resources over the years regarding
Worker Safety when dealing with verbal assault, challenging behaviours and physical assault, for
example, Health, Safety and Wellbeing policy.
The information described in the next few pages is to assist staff in taking greater preventative
measures and acting responsibly.
If any unforseen safety concerns develop or a potentially violent situation escalates beyond your
control, you must, if able, terminate the interview. Trust your own judgement to decide whether you are
in an unsafe situation. If you feel you are in an unsafe situation, you must leave.
21.1.8
Managing your personal response
Normal responses to threatening situations include fear and anger. The purpose of these responses is
to quickly prepare a person to take self-protective action. It is very important that you are aware of how
you tend to respond in threatening situations. This is so you can monitor and control your responses
and use your skills to manage the situation.
Your reactions are also an important risk indicator that you should not ignore. They also give clues to a
potential attacker about your current state.
21.1.9
Physical responses

rapid shallow breathing

rapid pounding heartbeat

feeling of tension in stomach, chest, head or entire body

sweating

clenching of jaw, teeth or fists

pacing
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
wanting to cry

trembling

flushed face.
21.1.10
Personal triggers
Nearly everyone will have had some previous experience of aggression and violence. These
experiences can act as triggers in certain circumstances. Awareness of your own personal triggers will
help you to attend your choices about ways of dealing with future episodes of aggression and
violence.
Think about, or discuss, the following questions:

what do you perceive as aggressive and violent behaviour?

what types of behaviour affect you most?

how do you currently deal with different types of aggression? Is your tendency to confront the
client? To give way? To stay calm?

what groups of clients give you the most concern and why? For example, male adolescents,
people with metal health problems, etc.

which situations do you find most difficult and why?

what might prevent you from asking for support and protection?

how can you be more aware of your personal reactions and extend your personal safety risk
assessment?
21.1.11
Indicators of imminent violence
Individuals may indicate in different ways that they are about to become violent, although some people
become violent without warning.
Be aware of the following cues that may be evident:

abusive language

person threatens violence

flushing of the face and neck

protruding and pulsing blood vessels in the forehead, temples and neck

rising voice

grimacing or frowning

grinding teeth and clenching jaw muscles

increasing excitability and gesticulation

rapid, shallow breathing

trembling of limbs

increasing coarseness of language

pounding on table with fist

standing up in the course of a seated interview

pacing to and fro.
21.1.12
Common personal reactions
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There is a range of common personal reactions to exposure to violence and aggression at work. A
person may react as a result of a single incident or as a cumulative response to the impact of work.
You may react immediately after an incident or some time later and could experience any of the
following:

fear of client and particularly of confronting clients

fear of coming to work

fear of reporting the incident

crying

inability to sleep

feelings of powerlessness

self-blame and guilt

anger at work and in personal relationships

damages to your profession self-image

headaches

anxiety or depression.
You must report the violence to your Team Manager and/ or Occupational Health and Safety
representative, complete a DINMA report form, complete an incident report form and make a file note
recording and updating worker safety register/ files.
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21.2 Reporting and Recording
If you are subject to any form of violence at work, including threats and verbal abuse, the incident/s
must be reported and recorded. It is very important to do that so:

you receive the support you need

any risks in your work environment are monitored

risk management strategies can be improved.
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21.3 Support
There are many ways that assistance can be provided to you if you have been subjected to client
initiated violence. This includes supervision, formal debriefing, informal discussions with peers and
discussions of issues at staff meetings.
There are practical and emotional supports you will need if you are involved in a specific incident, or if
you have a cumulative response to a series of minor incidents or stress.
Your Team Manager/ Manager will offer you direct and indirect immediate support and assistance that
can include helping you deal with your personal responses, arranging debriefing, planning a response
to the perpetrator, involve the police (if appropriate), make sure formal reporting requirements are met
and manage team issues arising form the incident.
21.3.1
Formal Debriefing
Critical Incident Stress Management (CISM)
This service can be accessed following any incident which causes you distress. It is provided by
employees trained in debriefing, and is free and confidential. It can be conducted on a group or an
individual basis, depending on the nature of the incident and the people involved.
Formal debriefing will help you:

air emotions

understand what happened

talk about normal reactions to such events

offer immediate support

move on

put the incident into perspective.
Employee Assistance Program (EAP)
This is a free and confidential time limited counselling service provided by external counsellors. You
can access this service if you are experiencing personal or work related problems which are affecting
your ability to perform work. It is your decision whether to use this service and you refer yourself. Your
Team Manager only, needs to know if you access this service during work time.
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21.4 Requirements


Management

adopt the suggestions in this document

ensure that Housing Services Officers (HSOs)are scheduling their home visits in HiiP before
leaving the Housing Office

ensure that all mobile phones are working correctly and fully functional

assist HSOs with the development of a system that records any incident of high risk
behaviour

identify, assess and control occupational assault risks

induct and train employees in work practices that reduce the risk of occupational assault

work with employees to prevent and minimise occupational assault risks

investigate all incidents and maintain records of incident investigations

maintain staff training records

provide immediate and ongoing support for employees exposed to occupational assault.
Staff

adopt the suggestions in this document

schedule home visits in HiiP before leaving the Housing Office

do not leave the Housing Office without a working mobile phone

record the time you expect to be back (some offices might have movement boards for this
purpose)

develop systems that record any incident of high risk behaviour. This may include a list of all
known support workers or family members involved in the case

follow work practices designed to reduce occupational assault risk

identify and report occupational assault risks to management

work with management to prevent and minimise occupational risks

report all incidents.
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21.5 Home Visits – HiiP Procedures and
Processes

Schedule initial and periodic home visits on HiiP and send out the home visit letter

Generate the home visit record sheet via HiiP to take to the visit and record the items
discussed and any action to be followed up

Record the outcome of the home visit upon returning to the office and scan the home visit
record sheet into HiiP

If a home visit had not previously been scheduled (ie. HSO decides to visit a tenant whilst on
the road carrying out other business), the outcome should also be recorded in HiiP.
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21.6 Appendices
23.7.1
Home Visit Letter
<date>
<title> <initial> <surname>
<address>
<suburb> <postcode>
Dear <title> <surname>
RE: HOME VISIT
As part of the <local office name> Housing Office’s ongoing commitment to providing improved
client service, a Housing Services Officer will be visiting your area at the time and date indicated
below.
These visits are aimed to assist the <local office name> Housing Office to develop a better
understanding and relationship with our clients, as well as allowing our clients to raise any issues of
concern and resolve any outstanding matters. Please use this opportunity to discuss any tenancy or
maintenance issues.
If you wish, you may have a friend or advocate present at this home visit.
DATE OF HOME VISIT: <enter date>
TIME OF HOME VISIT: <enter date>
If the above date or time is inconvenient, please contact the <enter office name> Housing Office on
<enter office contact number> to negotiate a more convenient time.
Note: If you require an interpreter please contact the <enter office name> Housing Office prior to the
scheduled home visit so an interpreter can be arranged.
Yours sincerely
<name of HSO>
Housing Services Officer
<enter office name> Housing Office
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23.7.2
Home Visit Checklist
HOME VISIT CHECKLIST
EQUIPMENT
Mobile Phone
Camera
Photo Id
Home Visit Cards
Diary
YES





NO





The following documentation is required for each tenant being visited
TENANCY DOCUMENTATION
Rental Account Statement (Last three months)
Tenancy History Report (Last six months)
Screen Dump of Rebate Screen






MAINTENANCE DOCUMENTATION
Unit History Print Out
Property Condition Report Print Out
Copy of Upgrade Works (If applicable)






The flowing forms/ pamphlets should be available for all home visits
RENTAL ACCOUNT FORMS/ PAMPHLETS
Direct Debit Form (RDS & Bank Direct Debit)
Rebated Rent Form and Guide
Income Confirmation Service Consent Form
ICS Withdrawal of Consent Form
Blank Arrears Agreement























MAINTENANCE FORMS/ PAMPHLETS
Internal/ External Permits
Repairs to Your Home




OTHER FORMS/ PAMPHLETS
Public Housing Application Forms and Guide
Special Accommodation Requirement Forms
Additional Applicants Forms
Bond Loan Application Forms








TENANCY FORMS/ PAMPHLETS
Parking Bay Forms
Vacating Advice
Appeal Application Forms
Interpreter Service Details
Local Appropriate Support Provider Details
Information of Support Services
Release of Information Forms
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
23.7.3
Home Visit Schedule
HOME VISIT SCHEDULE
Date of Home Visit/s: ______________________________________________________________
Housing Services Officer Name: _____________________________________________________
Mobile Contact Number: ___________________________________________________________
Car Registration: _________________________________________________________________
Time Departing: __________________________________________________________________
Expected Return Time: _____________________________________________________________
Home Visit to be completed:

Alone
Or with:







Work Colleague
Team Manager
Housing Services Manager
Security Guard
Support Worker
Police
Field Services Officer
Details of Home Visits to be Conducted
Client Name
Address
Risk Factor
Approximate Time
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Additional Comments:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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23.7.4
Home Visit Record
HOME VISIT RECORD
HSO: __________________________________________
DATE:________________________
Client Details
Tenant’s Name:______________________________
Phone Number:______________________________
Tenant’s Address:_________________________________________________________________
Purpose of Visit:__________________________________________________________________
Notes:__________________________________________________________________________
_______________________________________________________________________________
Home Visit Details
Rental Account Discussed:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Follow Up Action:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Maintenance Discussed:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Follow Up Action:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Other Tenancy Issues Discussed:
_______________________________________________________________________________
_______________________________________________________________________________
Follow Up Action:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Further Comments:
_______________________________________________________________________________
_______________________________________________________________________________
Tenant’s Signature:______________________________________ Date: ___________________
 Yes
 Yes
Has record of home visit been put in HiiP?
Has all follow up action been completed?
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 No
 No
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