Disrupting the housing market, 4 December 2018, Hobart

Lance Carden

Director, Customer Service & Business Improvement, NSW Department of Family & Community Services

Lance Carden

Lance Carden is the Director of the Customer Service and Business Improvement Unit, and the lead on the Housing Connect Program, within Family and Community Services.

He began his career as a youth worker in Western Sydney in 1996 where he worked with homeless young people in crisis and accommodation services, which is where he developed a passion for the importance of housing as a fundamental right for all people.

Over the past 17 years he has undertaken a range of frontline operational and project management roles within FACS Housing, right up to the executive position he holds today. In February 2012 Lance established the Customer Service & Business Improvement Unit. Lance has channelled his passion for driving better outcomes for customers and staff who work in social housing by focussing on improving customer service and embracing technology innovation, and ultimately founding the Housing Connect Program in 2013.

Five years on under Lances’ leadership Housing Connect is embedded as FACS’ lead digital transformation Program; successfully delivering on a range of technology advancements including MyHousing Online Services and more recently FACS’s first mobile App for tenancy management field work services called IVY. Housing Connect is revolutionising how customers interact with FACS by improving access options and reducing the burden of administration giving more time back to frontline staff to spend with those in greatest need.

Lance holds a degree in social welfare and various qualifications in social housing, public sector management, program & project management and change management.

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