1. .
Karen Cross
Contact details
Email; Karen.Cross@housing.wa.gov.au
Profile
Karen is a highly experienced Manager with significant knowledge and skills in leadership, team
management, asset protection, property management and customer service. Karen has a
demonstrated track record of success as a business manager and leading teams to achieve strong
outcomes.
Karen’s aim is to continue to challenge herself and abilities in an innovative organization that will allow
her to utilize strong organizational, people and time management skills whilst combining a strong work
and family focus.
Key Skills and Attributes
 High level liaison, interpersonal and negotiation skills
 Able to communicate and relate to people at all levels, whilst maintaining a strong customer
focus
 Capable of working under pressure in a demanding environment and achieving deadlines
 Well-developed team supervision and leadership abilities
 Performance and achievement oriented
 Strong work ethic, resourceful and reliable
 Strong knowledge of budgeting having run my own business and managed a large company
portfolio
 Well-developed research and analytical skills, with the ability to think outside of the square when
resolving issues
 High level organizational skills with the ability to multi task a large work load
 Adaptable and quick to learn new processes/procedures
 The ability/knowledge to enable me to run large projects with confidence
 Approachable and resourceful Team Leader that enables teams to achieve strong outcomes
 Operationally focused, well organized with exceptional time management skills

2. 2
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Professional Experience
Department of Housing 1986 - current
ACTING REGIONAL MANAGER (as required)
2013-2016
Key responsibilities
 Manage ongoing risk to the business
 Manages and controls the activities of the region to maximize efficiency, effectiveness and responsiveness ofthe
Departments rental housing services.
 Liaise with external stakeholders to ensure the strategic objectives ofthe Departmentare conveyed and understood.
 Liaise with clientagencies to ensure thatpositive social hous ing outcomes are achieved.
 Allocate and direct financial resources within approved budgets to facilitate business and program objectives.
 Ensure the development,safety and welfare of staff within the region is consistentwith statutory and corporate
requirements.
 Representthe departmentas the lead agency representative at governmentand non-governmentforums in a regional
context.
 Manages and controls the activities of the region in relation to assetmanagement,New living and Redevelopment
programs.
 Conductbusiness and operational planning for the region,establishing performance targets and monitoring success.
 Ensure communityneeds are reflected in the delivery of service from the region.
Skills required;
 Managementof staff/resources
 Ability to liaise with a wide/divers range of customers
 Organizational skills
 Performance Management
 Interpersonal and Communication skills
 Knowledge ofAboriginal Culture
 Risk Management
 Budgeting
 Change Management
 Conceptual/Analytical skills
 Collaboration skills
 Project Management

3. 3
.
AREA MANAGER
October 2012 – July 2016 (current)
Key responsibilities
 Manages the business activities ofthe Armadale Area Office encompassing the full range of assetmanagement,
tenancy managementand related financial managementand reporting functions.
 Manages and controls the activities of the branch to maximize the efficiency of all resources.
 Leads and supports the team to achieve key performance indicators in all areas ofbusiness activity.
 Manages the Department’s Performance Developmentprogram within the area team.
 Ensure all staff has access to relevant training and are provided with the necessaryresources to undertake their
roles.
 Controls,authorises and reviews recovery actions,rental and bond refunds and the Disruptive Behaviour
reporting.
 Maintain positive relationships with internal and external stakeholders on complexissues to help fostering a
positive environmentfor change.
 Ensure the Departmentprovides positive service that is consistentwith the Department’s vision,mission and
objectives.
 Represents the Departmentatlocal communityforums/events.
 Undertakes Staff selection/recruitmentpools.
 Oversees office maintenance and upgrades to our site.
 Identifies and promotes business developmentopportunities and partnerships.
 Oversees managementoffleet vehicles
 Ensure good occupational health and safetypractices are adhered to.
 Investigates and responds to,Ministerial enquiries,Parliamentaryquestions and customer complaints .
 Manages the area waitlistactivities inclusive of the area team with a focus on tenancy and assetmanagement.
 Accountable for the managementofthe portfolio of 1527 properties within the defined Area.
 Manages housing appeal reviews and represents the Departmentas required.
Achievements
 Managed the State Disruptive Behavior Trial
 Local communitystakeholder meetings to strengthen holistic engagement
 Local Domestic Violence communityengagement/education
Skills required;
 Managementof staff/resources
 Time Management
 Organizational skills
 Performance Management
 Interpersonal and Communication skills
 Knowledge ofAboriginal Culture
 Ability to liaise with a wide/diverse range of customers

4. 4
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ADMINISTRATION MANAGER
January 2010 – October 2012
Key responsibilities
 Project manage upgrades/maintenance to the Cannington office site.
 Control the Administration budgetand ensure the large fund allocation for the region is expended in compliance
with governmentCommon Use Agreementand utilized to bestcomplimentthe region.
 Manage vehicle fleet across the region,maximizing the field use,and ensuring repairs,services,and audits are
completed in a timely manner.
 Manage Conference room bookings,catering and purchasing for organizational events.
 Achieve all deadlines,KPI’s and deliverables
 Manage 8 team members delivering both Administration and Information Managementportfolios to ensure team
capabilityand sections are working to maximum customer service,section tasks are delivered and provide relief
to the broader office where required.
 Authorize/oversee payments of all accounts relating to Facilities Management(ie
lease/electricity/water/security/maintenance points for Regional Office sites are paid in a timely manner.
 Undertake recruitmentfor ClientService Officer pools.
 Update Work plans for staff to ensure role clarity is achieved.
 Undertake Tier 1 appeals on decisions made bythe Departmentwhere necessaryand siton the Tier 2 appeals
committee when necessary.
 Formulate and continuouslyupdate and improve the regions Business Continuityplan.This plan is evoked
should a major incidentoccur that renders the Cannington operational site uninhabitable.
 Update and execute EmergencyEvacuation when required.This includes the organizing ofeffective ongoing
training in this area for all safety wardens to the region.
 Measure and manage individual and team performance
 Manage all resources and assets required to meetoperational standards and deliver superior business outcomes
 Analyze and identify business performance gaps and take appropriate action
 Ensure resources are available and in working order at all times.Resources being computers,photocopiers,
faxes and all items required to enable regional staffto effectively complete their roles.
 Monitor compliance with companypolicies and governmentregulations
 Ensure that a safe working environmentfor all employees is maintained through the active implementation of
appropriate OH&S strategies
 Implementbusiness transformation initiatives
 Set individual and area objectives
 Undertake supplier negotiations
 Maximise and ensure the appropriate use of business assets
 Manage performance planning and reviews for all team members
Achievements:
 Counter security upgrade has been completed atthe Cannington Regional office.
 Review currently underwayin regards to maximizing the return on the regions large vacated debt, or alternatively
reducing the regions vacated liability
 Implemented an online calendar for the regions pool cars and conference room bookings to ensure theyare
more effectively managed.
 Managed the culling of approx 150 boxes of bonds files to enable the transition ofthe current Bonds Officer from
the Wellington Street office to the new Armadale site.
Skills required
 Managementof staff/resources
 Time Management
 Well developed Organizational skills
 BudgetManagement
 Project Management

5. 5
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 Performance Management
 Negotiation
 Budgeting,business planning and logistics
HOUSING SERVICE OFFICER / HSO TRAINING OFFICER
1996 – 2010
Key responsibilities
 Manage approximately350 properties within the South EastMetro region of the Housing Authority.
 Carry out inspections on properties to ensure compliance with tenancyconditions and complete property
condition inventory reports.
 Liaise with Governmentand non governmentagencies and communitybased groups to ensure provision of
assistance and ongoing supportis available for clientbase.
 Engage supportmechanisms for complexclients such as SHAP, Strong Families to ensure bestpossible
outcome is achieved.
 Manage debtrecovery and provide appropriate financial planning supportifrequired.
 Manage incoming anti-social behavior complaints and standards issues.
 Identify property maintenance required and issue where necessary.
 Work in accordance with a controlled maintenance budget.
 Manage tenancies in breach of agreementand initiate remedial action where required.
 Ensure compliance ofsafety equipmentto property
 Responsible for training all incoming Housing Services Officers in all components ofthis role.Whilsttraining was
undertaken in a shadowing capacitythe role did also manage 180 tenancies.
 New starter were educated in OHS and on the job safety whilstpreparing to graduate to their own rounds.
Achievements
 Low rent arrears achieved.
 All targets metin relation to property inspections,arrears actions.
 Good customer and external organizational relations builttherefore fostering better outcomes.
Skills
 Organizational
 Ability to liaise with a wide/diverse range of customers
 BudgetControl
MANAGER CLIENT SERVICES
Various short term acting opportunities 2009-2010
Key responsibilities
 Managementof the priority and waitterm applicantlists to ensure better outcomes for clients.
 Oversaw the day to day running of the Appeals and the Ministerial Supportroles and processes.
 Effectively managed a total of approx 13 staff members promoting staffdevelopmentand high achievement.
 Liaised with governmentand non governmentagencies to ensure maximum achievable outcomes were resulted.
 Manage performance planning and reviews for all team members
Skills
 Performance Management
 Organizational
 Ability to liaise with clients from a diverse background

6. 6
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 Negotiation skills
TEAM LEADER
2001 – 2011 - Various periods throughout the 2000 decade.
Key responsibilities
 Lead and mentor a team of approx six Housing Services Officers.
 Provide on the job training in all facets of the role on an ongoing basis.
 Liaise with tenants,communitygroups and external agencies to ensure resolutions where achieved relating to
both miscommunications with staffmembers and to ensure tenancycompliance was adhered to.
 Provide statistical and performance reporting back to both team members and the Manager Housing Services.
 Ensure team members had the necessarytraining and equipmentto enable them to perform to their peak ability.
 Oversee the managementofkey Housing Service Officer functions and ensure targets are being metin regards
to Key Performance Indicators,and ensuring thatnecessarylegal intervention was acted in an accurate and
timely manner.
 Effectively lead and demonstrate safetyand compliance standards atall times
 Actively look for and pursue opportunities to improve business performance and growth
 Foster and promote a culture among all staff of delivering superior customer service to meetand exceed
customer expectations
 Ensure business processes are implemented to an organizational standard.
 Create a working environmentinviting new ideas for continuous improvementofdepartmentperformance.
 Manage performance planning and reviews for all team members

Debt RecoveryOfficer
Key responsibilities
 Pursue Vacated Debt recovery through court action
 Pursue current and vacated water debts through court action.
 Assisted the Regional Recovery Officer with case presentation
 During this period I also acted in the position of Regional Recovery Officer and presented numerous
current rental cases through court.
 Provided statistical reporting on Evictions and current recovery action.
 Attended evictions where required.
 Liaise with our client base re; debt recovery to achieve a suitable outcome.
 Liaise with the Debt Recovery Agencies to ensure that effective debt management was in place.
Achievements
 Approximately 450 Vacated Account cases and 600 Water Accounts were taken through court solelyby
myselfin this role. I received a letter of achievementfrom both the Regional Manager at the time and
the Letter attached was received as a resultof the huge task undertaken successfullyrelating to the
water and vacated accounts court action.
Skills
Organizational
Presentation skills

7. 7
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Senior Records Officer
Key responsibilities
 Management of the Records section.
 Creation of Regional files where required.
 Training of new staff members in all aspect of the records functions.
 Attachment of all incoming mail to relevant personal files and presentation of such files to relevant
regional staff member for actioning.
Achievements
Skills
Analytical skills
Organizational skills
Records Keeping
Key Word Identification

8. 8
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Professional Development
Time Management training
Touch Typing Keyboard Skills
Senior First Aid Officer
Taking Charge – Assertive skills training
Senior Interpersonal Skills training
Conflict resolution
Small Business Management
Managing Performance Effectively
Work Perfect 6.1 Modules 1 & 2
Staff Selection Skills
Job Applications skills
Team Building for Supervisors Skills
Excel Modules 1 & 2
Presentation Skills
Equal Employment Awareness
EEO Contact role training
Freedom of Information – Business impact training
Records – the neglected resource
Alzhuimers Awareness
Family and Domestic Violence Workshop
Keyword Titles – (records training)
Disability Awareness
Cultural Diversity Awareness
REIWA Property Management training
Cross Cultural Awareness
Clandestine Laboratories information session
Trim – Records Management
Mental Health First Aid
Personal Security
Youth and Substance Abuse
Aboriginal Cultural Awareness
Accommodation Manager’s Maintenance training
Project Management Training
RTA and Recoveries training
Professional Development Planning for Managers
Staff Empowerment during Times of Change
Assessment of Asbestos Products and Materials
Aboriginal Communication and Awareness
Disruptive Behaviour Management Training
RCD Info Session
Safety Device Training
SD Appeals Mechanism Tier 1 & 2
Workplace Bullying
Assess Tenant Eligibility by Interview

9. 9
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Compliance Procedures and Reporting
Sustaining Tenancies
Preparing Eligibility Review Documentation
Compliance and Fraud Awareness
Participate in OHS Process
Housing Recordkeeping Awareness training
Referees
Rick Muir
Area Manager Mandurah
Housing Authority
PH; 9350 3201
Email; Rick.Muir@housing.wa.gov.au
Sally Farnham
Regional Manager, South East Metro Region
Housing Authority
PH; 9350 3200
Email; Sally.Farnham@housing.wa.gov.au