Director – Customer Service and Business Improvement Unit, NSW Department of Communities and Justice
Lance Carden is the Director of the Customer Service and Business Improvement Unit, and the lead on the Housing Connect Program, within the Department of Communities and Justice (DCJ).
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 18 years he has undertaken a range of frontline operational and project management roles within DCJ 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.
Under Lances’ leadership Housing Connect has delivered on its promise to digitally transform social housing in NSW with a range of technology advancements now in place including MyHousing Online Services, the very successful IVY mobile field work app and the MyHousing App making access to housing assistance much easier for NSW citizens. Housing Connect continues to expand and revolutionise how customers interact with DCJ 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.