Customer satisfaction in the community housing sector is strongly influenced by the way an organisation manages neighbour disputes and anti-social behaviour issues.
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 will pave the way for service excellence in ASB case management.
You don't need to be currently employed in the sector or an ahi: member to undertake this course. However, ahi: members receive discounted training so if you'd like to join, click here - https://www.theahi.com.au/memberships
The program consists of 12 hours of learning delivered over four 3-hour modules of training, giving you the tools and confidence to triage and manage reports of ASB effectively from the first point of contact.
Core themes which flow throughout the program include:
- Partnership working - why, when, who, how?
- The importance of an effective ASB policy and procedure
- Supporting the person causing the harm - impact of mental health, identifying support needs, etc
- The importance of communication and managing expectations
- The importance of record keeping
Dates for this intake of the Program are listed below. Time of each workshop is 11.00am - 2.00pm AEST:
- Wednesday, 15/05/2024 - Module 1 - Receiving and Assessing a Report of ASB
- Wednesday, 22/05/2024 - Module 2 - Victim Support, Risk and Vulnerability
- Tuesday, 11/06/2024 - Module 3 - Effective ASB investigations
- Tuesday, 18/06/2024- Module 4 - Taking Action
Upon completion of all 4 modules, delegates will receive a certification of completion. If a delegate misses a module of learning, they will need to undertake a makeup module at the next available date before receiving their certificate.
Time zone
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
This course is designed to take approximately 12 hours. The 4 modules of learning covered in the course include:
Module 1 - Receiving and Assessing a Report of ASB (Wednesday, 15th May 2024):
- What is ASB?
- How to decide whether a report meets the definition of ASB using a harm centred approach
- Neighbour disputes - what they are, how to best manage them
- Professional curiosity - recognising when reports might be symptoms of other problems, such as domestic abuse, hoarding or exploitation/gang activity.
Module 2 - Victim Support, risk and Vulnerability (Wednesday, 22nd May 2024):
- Understanding the impact ASB can have and the consequences when we don't manage it effectively
- Identifying signs of risk at first report
- Prioritising cases based on a harm centred approach
- Conducting effective complainant interviews using the PEACE model
- Action planning with complainants, including methods of reporting and next steps
- Completing a risk assessment and recognising what actions to take to mitigate risk
Module 3 - Effective ASB investigations (Tuesday, 11th June 2024):
- How to plan an investigation and identify known and potential sources of information
- What questions to ask to help determine severity, risk and proportionate responses
- Conducting an effective interview with the person causing the harm - how to manage conflict, ensure fairness etc.
- How to manage counter complaints fairly but without delay to the progression of the case
Module 4 - Taking Action (Tuesday, 18th June 2024):
- How to determine the best course of action to take
- The twin track approach - making sure to consider the needs of the person causing the harm
- The types of interventions, including practical solutions, empowering residents to help themselves, non-legal portions etc.
- Best practice for monitoring and closing ASB cases
Course Completion:
Learners will be issued a certificate of completion once all four modules of training have been completed.
Course Delivery:
Each module will be delivered online via Zoom
Who should attend:
- Team Leaders and Managers responsible for managing reports of ASB
- Anyone new to receiving and responding to reports of ASB
- As a refresher for anyone receiving and responding to reports of ASB
Jo is an enthusiastic and motivational facilitator who utilises accelerated learning techniques to deliver lively, interactive and engaging workshops. She holds an Honours degree in Housing Studies from De Montfort University and a Level 4 Certificate in Learning and Development.
Jo has forged a career in social housing over the last 25 years, holding senior management roles for some of the largest landlords in the UK and latterly Australia. She is known for being passionate about customer service excellence, putting the customer at the heart of the service and delivering a commercial business model with a social purpose.
Non-Member
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Where applicable, GST will be applied