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