parameters (3.2d). Identifies and analyses information from a variety of sources so as to contribute to community building. Table 5.2: Housing Customer Services Officer Housing Call Centre HCSO Qualified Level 1 (Cert III) VPSG 2.1 HCSO Qualified Level 2 (Cert IV) VPSG 2.2 – – The housing call centre provides the key point of access A Certificate III in Customer Contact qualified fully A Certificate IV in Customer Contact qualified fully and contact for housing tenants and housing contractors. competent worker in a Housing Call Centre with well competent worker in a Housing Call Centre with highly developed skills in all areas of the HCC. developed skills and expertise in all areas. Fully competent The key tasks in the Housing Call Centre include: across assigned housing functions not limited to basic A HCSO Qualified Level 1 Employee applies established Housing Call Centre operations. Deals with more complex Answering and correctly referring client and contractor rules, processes and standards under general supervision. queries; situations and acts as a local reference point in operational processes and procedures. Upon completion of the Certificate III the worker will be Processing contractor payments; advanced to VPSG 2.1.2. Administrative functions related to the raising of work Progression to HCSO Level 2 will not be automatic upon orders; completing Certificate IV in Customer Contact qualification Contractor memos and internal tracking systems; Taking part in basic transactional project delivery tasks for other business units. In the housing call centre: In the housing call centre: Provides high quality service in relation to routine Assesses complex client queries for housing services housing information; and makes decisions from a range of established policy, procedures and legislative requirements. Assesses client queries for housing services and makes decisions from a range of established policies and Maintains a data base and undertakes research and procedures, legislation and regulations specific to the analyses of the data on the range of housing queries. role; Contributes to operational service delivery and quality
parameters (3.2d). Identifies and analyses information from a variety of sources so as to contribute to community building. Table 5.2: Housing Customer Services Officer Housing Call Centre HCSO Qualified Level 1 (Cert III) – VPSG 2.1 HCSO Qualified Level 2 (Cert IV) – VPSG 2.2 The housing call centre provides the key point of access and contact for housing tenants and housing contractors. The key tasks in the Housing Call Centre include: Answering and correctly referring client and contractor queries; Processing contractor payments; Administrative functions related to the raising of work orders; Contractor memos and internal tracking systems; Taking part in basic transactional project delivery tasks for other business units. A Certificate III in Customer Contact qualified fully competent worker in a Housing Call Centre with well developed skills in all areas of the HCC. A HCSO Qualified Level 1 Employee applies established rules, processes and standards under general supervision. Upon completion of the Certificate III the worker will be advanced to VPSG 2.1.2. Progression to HCSO Level 2 will not be automatic upon completing Certificate IV in Customer Contact qualification A Certificate IV in Customer Contact qualified fully competent worker in a Housing Call Centre with highly developed skills and expertise in all areas. Fully competent across assigned housing functions not limited to basic Housing Call Centre operations. Deals with more complex situations and acts as a local reference point in operational processes and procedures. In the housing call centre: Provides high quality service in relation to routine housing information; Assesses client queries for housing services and makes decisions from a range of established policies and procedures, legislation and regulations specific to the role; In the housing call centre: Assesses complex client queries for housing services and makes decisions from a range of established policy, procedures and legislative requirements. Maintains a data base and undertakes research and analyses of the data on the range of housing queries. Contributes to operational service delivery and quality