NSW Department of Communities and Justice
Location: Liverpool, NSW
Salary: A$248,666–A$273,612 p/a
Workplace: On-site
Posted 1 day ago
Director Housing Response Centre
The Housing Response Centre (HRC) is the first point of contact for vulnerable clients seeking crisis accommodation, tenancy support and maintenance services. As Director you will lead a passionate team in a fast-paced, high‑impact 24/7 environment and drive strategic vision, operational excellence and a deep commitment to service delivery that is responsive, compassionate and culturally safe.
What you will do
* Lead and manage the operations of the HRC and Maintenance Response Centre, ensuring timely and effective support for clients experiencing homelessness, domestic violence or requiring tenancy services.
* Oversee workforce planning, professional development and performance management for a large multi‑shift team to ensure consistent service delivery and crisis response.
* Drive innovation in systems, processes and call centre technology to meet evolving client needs and improve service outcomes.
* Provide strategic leadership in the design and implementation of new programmes and deliver on priority reforms under the Homes for NSW Strategy.
* Manage complex complaints and client feedback, ensuring accountability, risk management and continuous improvement across the Directorate.
* In the event of a disaster, lead the HRC as the first point of contact for residents impacted and manage clients who require Emergency Accommodation Services.
What we are looking for
* Demonstrated expertise in contact centre operations, housing services and crisis response within a complex, high-volume environment.
* Ability to lead large teams through change, fostering a culture of professionalism, empathy and continuous improvement.
* Strong judgement to navigate competing priorities and high‑risk situations, providing timely advice and maintaining service continuity under pressure.
* Capacity to build strong relationships across government, NGOs and community partners to deliver integrated, client‑centred housing solutions.
* Commitment to innovation and reform, ensuring the HRC remains responsive, efficient and aligned with strategic housing outcomes.
We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, you do not need to meet every desired requirement for us to want to talk to you.
Applications
* Application deadline: 25 November 2025 at 11:59pm AEDT.
* To apply directly via the DCJ Careers site click here (search for the job and click the ‘Apply now’ button).
* Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up‑to‑date résumé (maximum 5 pages).
* For more information about the role or what it is like to work for DCJ, please contact the hiring manager Tara Vella on 0457 803 148 or at Tara.vella@homes.nsw.gov.au.
* If you have a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, you may email Dylan Huke on 0484 362 936 or via email seniorexecutiverecruitment@dcj.nsw.gov.au.
Inclusion and Diversity
We continue to hire great people with a wide variety of skills, experience and backgrounds, including people with disability, Aboriginal and Torres Strait Islander peoples, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups. For more information, visit Inclusion and diversity on the DCJ website.
Additional Information
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months. For more information visit Your recruitment journey on the DCJ website.
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