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.
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).
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 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.
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.
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
