The 'Managing Complex Calls as a Housing Professional' workshop will provide you with the necessary skills to identify complex scenarios in clients stories, respond to complexities and crisis in meaningful and professional ways, and refer any identified situations via your organisation's policies, procedures and best practice guidelines.
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.
What this workshop will cover:
- IDENTIFY:
- The importance of Customer Service for Housing
- How do we recognise complexities?
- What are mental health crisis?
- What is anxiety?
- What is depression?
- Understanding more about suicide
- SUPPORT:
- How do we open up a conversation?
- What might stop you?
- Talking about mental illness
- Talking about suicide
- Alcohol & Other Drugs influence
- Family Violence
- All ability understanding
- Ending a call respectfully using a tiered approach
- What's helpful
- What's not helpful
- REFER:
- Warm referral principles
- Processes/Pathways
- Guidance on where to gain further sector knowledge and resources
- The importance of values-based reflections and ongoing professional development working in this sector
- VICARIOUS TRAUMA & PROFESSIONAL WELLBEING
- Vicarious Trauma
- Self-care / wellbeing principals
- WHAT'S NEXT:
- Reflections
Who should attend:
This training is suitable for anyone in a customer/tenant/maintenance/applicant facing role.
Delivery format
- 3-hour interactive Zoom workshop – join details provided upon registration
- Participants need access to PC/Laptop with speakers, microphone and webcam
Hannah is passionate about facilitating thoughtful and experiential learning opportunities, informed by community development principles and a cross-disciplinary approach. Hannah's approach to learning is grounded in values-driven practice and over a decade's experience in frontline community work. Hannah has worked extensively with individuals, families, and communities facing a range of complex and competing challenges including homelessness and insecure housing; financial stress; domestic and family violence; child protection; substance use; suicidal ideation; and mental health.
Non-Member
Affiliate Member
All other Members
Where applicable, GST will be applied