Case study
·
Kāinga Ora
Disruptive Behaviour
Equipping Tenancy Managers to confidently and effectively address tenants' disruptive behaviour.
Industry
Construction & Infrastructure || Government & Public Sector
Focus area
Policies, Procedures & Compliance || Customer Service & Experience
Approach
eLearning & Digital Learning || Immersive & Experiential Learning || Performance Support & Workplace Tools || Video & Animation
Service
Digital learning solutions
At a glance
What was the challenge, and what changed?
The challenge
Move 900 team members across 15 roles to a new approach to disruptive behaviour, focused on customer wellbeing and sustaining tenancies.
What we built
An eLearning module with an animated introduction, interactive policy activities and an immersive first-person scenario.
The result
900 people trained within a short window, with a shared understanding of the new approach and a shift towards sustaining tenancies.
The full story
How did the project come together?
About our Client
Kāinga Ora is a New Zealand government agency that provides social housing and supports the development of sustainable communities. They work to provide safe, healthy, and affordable homes to individuals and families in need, while also creating opportunities for community growth and empowerment.
Their Brief
Kāinga Ora is changing its approach to disruptive behaviour management, with an increased focus on customers' well-being and sustaining tenancies. To facilitate this change, Kāinga Ora was developing a training program for 900 team members across 15 roles. They were looking for an eLearning solution to form the basis of this training for the new approach.
The goal was to boost their people's confidence in addressing disruptive behaviour and ultimately increase the successful resolution of disruptive behaviour cases. It was important that the training reflected and aligned with Kāinga Ora's values of Manaakitanga (People at the heart), Mahi Tahi (Better together) and Whanake (Be bold).
Our Role
We led a co-design session with the project leads, service delivery representatives and legal teams to ensure that we focused on the most pressing issues that team members were facing. We then concepted out the eLearning solution screen by screen to show how this would be achieved to meet the objectives while reflecting the key messaging of Kāinga Ora's values.
To introduce Kāinga Ora's new philosophy, we created an animated introduction that highlights the reason and benefits of the new approach. We designed interactive activities to expand on how the new approach is embedded in their policies and procedures. We then developed an immersive scenario from a first-person perspective as a Housing Support Manager.
Compelling storytelling combined with a realistic scenario gave the learner opportunities to apply their learning to see realistic and at times emotional outcomes of their decisions. Access to real reference documents throughout the module enabled learners to check policies or procedures when they needed them, as they would when dealing with a real case of disruptive behaviour.
Their Results
Using the eLearning as a basis for the training across the organisation, Kāinga Ora has been able to quickly and effectively train 900 people within a short window, create a common understanding of the new philosophy and practice and shift the culture of managing disruptive behaviour towards sustaining tenancies. As a result, Kāinga Ora were able to focus on the interpersonal skills via intensive workshops.
In their words
Optimism were a pleasure to collaborate with. The learning solution met our learning outcomes and was very relatable to our people. Optimism used real-life scenarios and managed to convey not only the voice of our frontline staff, but captured the voice of our customers.
Senior Learning and Development Advisor, Kāinga Ora
More like this
What similar projects has Optimism delivered?
Got a challenge like this?
Tell us about it. We've probably seen something similar.