The Anti-Social Behaviour Program

Customer Service – Making a difference is a values-based industry specific customer service training program, designed for employees working in the social housing sector and drawing on our wealth of experience. The program provides delegates with training in crucial customer service skills, delivered through a social housing lens. It takes a blended learning approach, consisting of an online or face to face workshop, supported by post workshop self-paced, self-study and a digital learning toolkit. The program is tailored to reinforce your organisation’s vision, values and expected behaviours, and can be designed to meet any key organisational, strategic and regulatory deliverables.

Elevate is a leadership development training program for emerging leaders in the social housing sector. The program takes a blended learning approach using a combination of online facilitated workshops, leadership style evaluation masterclasses, coaching work-based assignments and self-study. Delivered through a social housing lens, the program is, Grounded in the reality of the sector and real workplace application, It provides balance between learning the theory and putting it into practice, and it empowers you to turn your learning into successful outcomes and to champion empathetic and compassionate customer care.

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.