Department of Human Services Office of Housing April 2007 Housing Training & Development Unit

Department of Human Services

Office of Housing

April 2007

Housing Training & Development Unit

Changing business1938

•Post war housing need·Provision of low cost housing for workers and families·Eligibility criteria included ability to live independently

1970•Employment of corrections officers ·Role seen as property manager·Decrease in manufactory industry (closure near major estates)

1985•Needs based formula·Target public housing low income groups

Changing business1990

· Outsourcing rent collection· Social justice and client diversity· Deinstitutionalisation· More community based care and recovery programs in health, mental

health and disability areas.

1995· Integrated with DHS· Changing client base· Segmented waiting list· Fundamental policy change· Shift from property manager to tenancy manager with a focus on

client service and sustainability of tenancies· Focus on early intervention/preventative strategies include referrals

Housing Opportunities in Victoria

Home ownership

Private rental

Public rental

Shorter termprivate rental

Crisis/Transitional

Other (Hospitals,Prisons,Institutions)

Home Ownership

PrivateRental

Longer Term

Centrelink 'Rental Assistance'

assists access

Public rental housing

(Direct Tenure)Short term

Public Housing Demographics - Statewide

Household Type

3%8%

10%

6%

31%

25%

16%

1%

Couple

Couple + Children

Group

Older Couple

Older Single (55yrs +)

Single Parents

Singles (25-54yrs)

Youth (16 - 24yrs)

OoH Services

New Clients• Bond assistance• Public Rental

Housing– Wait turn– Early Housing

• Movable Units• Sponsored

Housing• Referral Services

Existing Tenants• Tenancy & Property

Management• Debt Management• Rebate Entitlements• Maintenance Services

– Call Centre

• Referral Services– Specialist Housing

Support Coordinator

• Dispute Resolution

Housing Office Structure

HSO Grade 3 Administrative Officer Field Service Officer

Team Manager HAAT

HSO Grade 2

HSO Grade 1

Housing Services Manager

(Office)

Housing Manager

(Region)

Team Manager TPT

HSO Grade 3

HSO Grade 2

HSO Grade 1

HAAT DutiesHOUSING ADVICE AND ASSISTANCE TEAM

1. Initial contact (Front counter)

- Meet and greet- Customer inquiry- Screening/assessment- General advice on products/services- Advice on housing options ie pamphlets, directions- Arrange active referral ie phone service, providedirections and contact number

2. Comprehensive assessment

- Arrange bond

- Pre-sign up interview-Extensive interview to fully explore housing options with client and support service ie wait turn, early housing- Assist client in reaching informed choice

ACTIVE

REFERRAL

SUPPORT SERVICES

Homelessness Front door – Crisis and Support

Community Health CentreDepartment of Human Services

Local councilIdentified local support agency

HOUSING SERVICES

Homelessness Front DoorCommunity Housing providers

Housing associationsPrivate rental agencies3. Pre-tenancy functions

- Allocations & Offers

-Vacated Unit Maintenance

TPT DutiesTENANCY PROPERTY TEAM

1. Tenancy establishment

- Sign up

- Transfer tenancies

- Home Visits

2. Tenancy management

-Neighborhood disputes

- Arrears/debt management

- Tenant participation

- Rental rebates

- Maintenance

- VCAT attendance

*Early intervention/preventative principles*Sustainable tenancies*Protocol/collaborative relationships with support services

ACTIVE

REFERRAL

SUPPORT SERVICES

Social Housing Advocacy and Support Agency (SHASP)

Homelessness Front door – Crisis and Support

Community Health Centre

Department of Human Services

Local council

Identified local support agency, especially Community

connection, assertive outreach funded agencies

Social Housing Advocacy & Support Program

(SHASP)

SHASP

SHASP (Social Housing Advocacy & Support Program) focus is:

• Assistance with Early Housing Applications- Segment 3 waiting list and transfers

• Establishing Successful Tenancies - Up to six months tenancy support to new public housing tenants who are at high risk of tenancy failure

• Intervention for existing public housing tenancies at risk-20hrs of tenancy support to stabilise tenancy

• Advocacy & Support- For social housing tenants and applicants at VCAT, in appeals, neighbourhood disputes, in linking to other services, in resolving complaints

SHASP Outcomes

• Sustained tenancies • Reduced arrears

• Reduced entry/re entry to homelessness system

• Consistent approach-clear pathways for all social housing tenants through clarified roles

• Integration at regional level with HOR/ service delivery model, Complaints Management System.

Segmented Waiting List

Why Segmented Waiting Lists?

• To provide housing assistance to support Victorians in housing need and in addressing priority needs

– Homelessness services– Early Housing assistance

• Manage demand for access to public housing– Targeted access to those households in highest

need

• To sustain vulnerable households with secure affordable accommodation

OoH Eligibility Criteria

• Australian Residency• Victorian Residency• Income & Assets• Legal Age

• Ownership of Real Estate• Previous Tenancy Record

– Outstanding OoH Debt– Recent Anti-social Behaviour

Order of Allocations

1. Police Witness Protection Program 2. VEMP (Victorian Emergency Management Procedures)

3. Recurring Homelessness 4. Temporary Absence5. Supported Housing 6. Special Housing Needs 7. Redevelopment Transfers 8. Property Management Transfers 9. HOLS (Home Ownership Loan Scheme Conversion to Rental housing)

10. Wait-turn

Early Housing - Targeted Segments:-

1

Recurring Homelessness

2

Supported Housing

3

Special Housing Needs

General Housing

4

Wait Turn

Low income without high needs

Overview of the Segmented Waiting List

Applicants allocated to one of 4 segments:

Access to public housing

Applicants allocated to one of four segments:

• Targeted Segments:-– 1. Recurring Homelessness– 2. Supported Housing– 3. Special Housing Needs

• General Housing:-– 4. Low income without additional needs

Wait Turn Housing Segment

• Applicant meets eligibility limits for public housing assistance, but does not have an urgent/special need for housing

Private Rent Market (PRM) Options

• Applicants are required to provide details of current and past housing history & why PRM is not a viable option.

• Applicants encouraged to explore PRM where bond assistance & affordable properties are potentially available

• If applicants are unable to seek private rental or their attempts are unsuccessful the application is assessed on the basis of their current housing circumstances





Special Housing Needs Segment

Current housing is significantly unsuitable due to at least one of the following:

• INSECURE HOUSING• Homelessness

• INAPPROPRIATE HOUSING• Severe Overcrowding• Unsuitable Housing• Family reunification

• UNSAFE HOUSING• Family Violence• Serious Threat of Physical Danger

• URGENT MEDICAL NEED

and there is a demonstrated long term need for housing unavailable in the private rental market





Supported Housing Segment

Current housing is significantly unsuitable and/or there is a housing crisis and applicant requires either:

• Major or full disability modificationsand/or

• Significant personal support

with a demonstrated long term need for housing unavailable in the private rental market





Recurring Homelessness Segment

Current housing is unsuitable and/or there is a housing crisis and

there is a history, or high risk of, recurring homelessness

with a demonstrated long term need for housing which is unavailable in the private rental market.

INFORMED HOUSING OPPORTUNITIES (IHO)

STRATEGY

Background• Each year:

– 12,000 new applicants– 8,000 vacancies

• Tenants are staying longer in public housing or are unable to access other accommodation due to affordability issues

• Reduced funding from the Commonwealth State Housing Agreement.

• Constrained revenue position reduces the OoH’s ability to change the stock profile to meet the needs of new applicants

• January 2005: Minister for Housing approved the broad principles of the Informed Housing Opportunities Strategy.

The Strategy

• The Informed Housing Opportunities (IHO) Strategy comprises three new policies:– Clarified Special Accommodation Requirements policy;– Applicant Choice policy; and– Eligibility Review policy.

• The principles underpinning the IHO strategy are:– To provide a timely response to those in urgent housing need– Best-fit housing response, not perfect fit. Matching applicant

need with available stock.– Increased contact with applicants in urgent housing need– Better management of early housing waiting lists

• The policies were introduced on 1 December 2005

CLARIFIED Special Accommodation Requirements

(SARs)

POLICY

Clarified Special Accommodation Requirements policy

• The following areas of the SAR policy have been clarified*, providing a clearer framework for SAR approvals : – Exemption from specific property characteristic

e.g. high density housing – Exemption to be close to public transport/special

schools– Exemption on basis of illegal drug activity/physical

violence– Exemption to access medical service/support

provider/family*Refer Chapter 12 of the Office of Housing’s Allocations Manual - Matching Clients with Housing

APPLICANT CHOICE POLICY

Applicant Choice policy

• The Applicant Choice policy is designed to assist clients in urgent housing need to access available and appropriate stock as quickly as possible.

• It is based on the principle of providing a ‘best fit’ housing response, not a ‘perfect fit’ housing response – matching applicant need to available housing.


• The Applicant Choice policy introduces a new concept: ‘Low opportunity’.

• ‘Low opportunity’ describes a scenario where the applicant’s Special Accommodation Requirement (SAR) is such that it is unlikely a property to match their requirements will become available within a reasonable time period.


The elements of the policy are as follows:• SAR Approved for Low Opportunity Property Type

If an applicant is eligible to have a SAR approved but this SAR significantly decreases the applicant’s opportunity for housing in their preferred waiting list area/s, the applicant will be required to nominate an additional area where the SAR does not have this impact.

• SAR Approved Low Opportunity LocationIf an applicant is eligible to have a location SAR approved and this is low opportunity, the applicant must nominate an additional area where the SAR does not have this impact.


• If an applicant does not nominate another area, they need to determine whether their SAR or early housing status is most important.

• If an applicant insists on retaining their SAR, their early housing status will be removed.

• If the applicant does not make a decision, their SAR is removed.


• The Applicant Choice policy will apply to all (existing and new) Early Housing applicants who apply for SAR/s from 1 December 2005.

• Early Housing applicants with SAR/s approved prior to 1 December 2005 will not be required to adhere to this policy in relation to the SAR/s that are reassessed. Applicants will instead be encouraged to nominate an additional, higher opportunity location.

• The Applicant Choice policy will also apply to Early Housing applicants with an existing SAR who apply for a change to their SAR after it has been reassessed.

Eligibility Review policy

Eligibility Review policy

• The Eligibility Review policy is designed to increase contact with Early Housing applicants who have waited extended periods for housing.

• The policy will initially apply to Special Housing Needs (Segment 3) applicants who also have a SAR, and who have waited in excess of 12 months for housing (as at 1 December 2005).

• Applicants’ continued Early Housing eligibility against current approval criteria will be reconfirmed.

• The outcomes of the reviews will be analysed to determine if the policy will be applied on an ongoing basis for all Early Housing applicants.

Contact/References:

Phone contact:• Appeals

9096 74261800 807 702

• Client Services

9096 8586 1800 663 662

• Good Practice – Policy Hotline 9096 8234

Internet site:

www.housing.vic.gov.au - Look under Public Housing manuals (Allocations & Tenancy

management)

Documents

Department of Human Services Office of Housing April 2007 Housing Training & Development Unit