ENHANCE BUSINESS PRACTICE AND CAPACITY
IMPROVED BUSINESS RESILIENCE
Contractors have implemented their pre-assessed COVID-19 action plans, ensuring tradesmen are attending repairs using a best practice approach,
In response to COVID-19, the Contact Centre was
minimising the risk to both themselves and our
able to rapidly and seamlessly transition to working
residents, allowing residents to feel safe where
from home in response to essential changes to work
tradesmen need to attend their homes.
practices. The team transitioned smoothly without any loss or impediment of service to residents and
The contact centre staff were actively involved in calling
clients. Productivity and a high quality of service was
vulnerable clients and checking in on their wellbeing.
maintained throughout this transition.
Calls were well received, with residents thanking staff for their support and expressing appreciation
Changes were also implemented in maintenance
for the calls. Staff have demonstrated empathy and
services, including updating the IVR system. An
resilience during a particularly challenging time for our
amended version of the Maintenance Matrix was
residents, and were able to support some who were
implemented to ensure resident’s urgent needs were
feeling anxious and highly stressed by their challenges
met in a timely manner, particularly in LGAs of concern.
through empathy and reassurance, leaving tenants
This was also expressed across our digital channels.
feeling heard and validated.
ENHANCE BUSINESS PRACTICE AND CAPACITY STRATEGIC PLAN OBJECTIVES, ACTIONS, CRITICAL SUCCESS MEASURES AND ACHIEVEMENTS OBJECTIVE
ACTION
SUCCESS MEASURE
2.1 Create a high performance
2.1.1 Foster a ‘purpose’ led, high
Development and
culture that enables all team
performance culture through
implementation of Reward and
members to maximise their
reward and recognition and strong
Recognition Program
potential
employee engagement 2.1.2 Build capability across the
Increase in Management’s skills
business through succession
& knowledge
planning and a framework for
STATUS
ACHIEVED
ACHIEVED
learning and development 2.1.3 Nurture well-being and safety
Increase in support of staff
and an inclusive and supportive
health and wellbeing
work environment
Employee completion of Mental Health and Resilience Training
2.2 Implement best practice
2.2.1 Maintain our position as an
Key Compliance Benchmarks
governance systems
industry leader in demonstrating
met as per quarterly compliance
and exceeding key industry
report and annual review
ACHIEVED ACHIEVED
ACHIEVED
standards 2.3 Develop and implement
2.3.1. Implement a knowledge
Enhanced data integrity,
business systems that improve
and information management
security and safe-guarding of
oversight and effectiveness
system that delivers improved
information
data governance, utilisation, and
ACHIEVED
analytics to enable data-driven decision making
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