Housing Officer (Frontline Services)

Are you seeking a role where your work contributes to better outcomes for Queenslanders? Do you bring sound judgement, professionalism and a commitment to person-centred service delivery? If so, we encourage you to consider this opportunity.

As a Housing Officer with Emerald Housing Service Centre, you will support the delivery of housing and homelessness services that help people access and sustain safe, stable housing. In this role, you will contribute to the department's objective of delivering a fair, responsive and sustainable housing system by providing high-quality applicant, tenancy and property management services to customers with diverse and often complex needs.

This is a varied and rewarding role with a strong customer and community focus.

You will work with customers in person, over the phone, digitally, through written communication, in the field and through outreach services. You will also work closely with support agencies, housing providers and other stakeholders to help deliver coordinated and practical responses.

In this role, you will:
- respond to customer enquiries and undertake customer interviews
- assess applications for housing assistance, bond loans and rental grants
- make referrals to support services and work collaboratively to support customers with complex circumstances
- manage tenancy arrangements, allocations and vacancies in line with departmental requirements
- liaise with community organisations and housing providers to support service delivery
- conduct home visits, property inspections and field-based work as part of regular duties
- investigate and help resolve tenancy disputes, complaints and maintenance matters
- monitor arrears, rent assessments, deductions, refunds and debt-related matters
- maintain accurate customer, tenancy and property records using Microsoft products and other digital systems
- contribute to a safe workplace by applying workplace health and safety requirements in day-to-day operations.

Field work is a regular requirement of this role. Conditions in the field can change quickly and may at times be challenging, requiring awareness, sound judgement and appropriate risk management.

We are looking for someone who can work effectively in a dynamic service environment and who demonstrates professionalism, resilience and a strong commitment to respectful service delivery. You will be well suited to this role if you can:
- manage new and unexpected situations and exercise judgement about when to escalate issues
- work collaboratively across services and with external providers to support holistic responses
- maintain composure and adapt during periods of change and uncertainty
- deliver high-quality services with a focus on teamwork and practical outcomes
- communicate effectively with people from diverse backgrounds
- model ethical, culturally respectful and professional behaviour
- use digital systems confidently and maintain a high standard of accuracy.

A Class C driver licence is mandatory for this role.

We are committed to building a workforce that reflects the Queensland community and to creating a workplace where people feel safe, respected, valued and included.

We welcome applications from people of all backgrounds and life experiences.

Applications to remain current for 12 months

Job ad reference: QLD/697938/26

Closing date: Thursday, 27 August 2026