Customer Service – Making a Difference

The Elevate Leadership Development programme is a dynamic and interactive training experience designed to empower emerging and aspiring leaders in the social housing and not-for-profit sectors. Grounded in behavioural science, the programme explores what it takes to lead with authenticity, empathy, and impact. Through a blend of virtual workshops, self-directed learning, and reflective practice, participants will build the skills and confidence to lead people and performance in an ever-changing environment. This programme places strong emphasis on values-driven leadership, emotional intelligence, and creating inclusive, psychologically safe teams. Rooted in real-world challenges, Elevate equips leaders to think critically, communicate effectively, and support service excellence through resilient, people-focused leadership.

Community housing providers are responsible for collecting, storing and managing sensitive and confidential information for and about clients and stakeholders. This course explores the requirements, best practices and scenarios related to privacy, consent and confidentiality within an Australian and New Zealand social housing context. This workshop provides delegates the opportunity to review and reflect their current practice against best practice and legislation to ensure client privacy is maintained. The core objectives of this workshop are, The importance of client privacy and the relevant legislation, Information sharing, Understanding consent, Managing information requests, Putting privacy into practice.

Tenancy Management in Community Housing explores the core functions and duties of a Tenancy and Property Manager within the Australian community housing sector, in accordance with relevant legislation and promotes best practice. The program consists of 7 modules of learning covering the industry skills required to perform primary tenancy management functions including, An Introduction to Social Housing, Commencing a Tenancy, Managing Rent Arrears, Routine Inspections, Rent Reviews, Vacancy Management, Complaints. Core themes throughout the program include, Customer service skills, Regulatory requirements and overarching legislation, Privacy and confidentiality, Importance of documenting appropriate and relevant case notes, Identifying and mitigating risks.

Knowing the difference between a neighbour dispute and anti-social behaviour and having the tools to manage both issues with confidence, can make the difference between service excellence and a service complaint. This training program was developed in collaboration with Janine Green, the author of Effective ASB Case Management Principles, A guide for social housing providers. Big Picture Training is proud to be delivering this flagship program in Australia. Paving the way for service excellence in ASB case management.