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
Helping develop hope has filled Kellie Dunn's life with passion and purpose as she steps up as a 'warrior woman' in helping others find inspiration and meaning in their lives, particularly after trauma.
Kellie has worked alongside and has managed individuals, teams and communities in National, State and local roles in the Community and Human Services sector for over 26 years and has worked across areas such as Social & Affordable Housing, Mental Health Crisis, Family and Domestic Violence, Alcohol & Other Drugs, Problem Gambling, Fitness, Sports Psychology, Health & Nutrition, Behaviour Change, Community development & Health Promotion.
Kellie's greatest strength is her ability to motivate and lead teams to be able to deliver on their mission, whether this is delivered through individual client work, providing opportunities for community members to learn and grow their communication and crisis support skills or creating best practice processes.
Kellie is currently the very proud CEO of the ahi: focusing on supporting its members and sector stakeholders in the social & affordable housing sector. Her key aim in this role is to lead the ahi: team and members to inspire and innovate professional development environments and tools that empower individual professionals and the organisations they work for from community housing providers, government, and private organisations to be amazing housing sector professionals.
Non-Member
Affiliate Member
All other Members
Where applicable, GST will be applied