Rachel is a Housing Officer based in Melbourne, working across our larger precincts. Her role is to provide day-to-day assistance to our customers to manage their home and sustain their tenancy.

Originally from Fiji, Rachel began her career in accounting and operations management within the building and civil construction sector. Rachel encountered the complexities and challenges of building a life in a new country. Those early experiences stayed with her and have shaped her purpose.

After establishing herself in Australia, Rachel moved into the property sector. Over time, she realised her values align strongly with community housing, where she is able to bring lived experience to her work and deliver homes that create a sense of stability, dignity and belonging.

Rachel’s customer-centric approach prioritises connection, trust, respect and building relationships. Rachel explains how she takes the time to understand a customer’s unique circumstances and works with them to develop a plan and solutions, allowing challenges to be addressed before they escalate.

“It’s about reducing fear. People worry they’ll lose their home. I want them to know we’re here to help find solutions. Belonging means feeling safe, respected and seen – especially in your home,” says Rachel.

“I know what it feels like to arrive somewhere with no support. So I aim to treat our residents as I would like to be treated. And when people feel they belong, they open up. That’s when real support becomes possible.”

Over the years, Rachel has experienced countless moments that have lingered long after the paperwork is done. One moment of connection that stands out for Rachel is helping an elderly resident following the loss of his wife, including to secure a suitable long-term housing outcome.

“These moments teach you humanity and shape you, professionally and personally,” says Rachel.

“You’re working in someone’s home,” she says. “If you’re willing to respect that and truly care about people, this work will change you.”

Rachel speaks highly of the strength and guidance she receives from her team.

“We support each other – whether it’s other housing officers, customer service, the maintenance team or senior leaders. And while some days are better than others, knowing your team has your back makes a huge difference.”