Join the dots between your processes, policies, onboarding and data so teams can work with clarity and confidence.
Process review & improvement
- Current-state mapping (e.g. complaints, allocations)
- Clear future-state design and risk reduction
- Tools that make it easier to do the right thing
Policy & compliance frameworks
- Plain-English policies and procedures
- Aligned formats, clear visuals and staff-friendly guidance
Onboarding & role clarity
- 90-day onboarding journeys
- Role guides, expectations and learning touchpoints
Continuous improvement systems
- Team-based reflection cycles
- Data-informed reviews and service improvements
Data-driven reporting & dashboards
- Power BI dashboards for engagement, turnover or L&D
- Reporting that supports better decisions, faster
Example Project: Beyond Housing – Housing Management Service Review
Project Outline
Beyond Housing, a major community housing provider in Victoria, engaged Big Picture Training to carry out an independent review of their Housing Management service.
Changes to the Residential Tenancies Act and staff turnover had led to inconsistent practices, gaps in procedures and varied approaches across the team.
What We Did
- Conducted a full review of Housing Management functions against legislation, community housing performance standards and best practice
- Ran staff surveys, file audits and a Training Needs Survey
- Reviewed structure, systems, policies, procedures and frontline practice
- Identified risks, strengths and opportunities across five key areas
Key Outcomes
- A comprehensive Tenancy Management Manual developed to replace inconsistent procedures
- 67 recommendations issued across four categories:
- 22 High Risk
- 33 Needing Improvement
- 9 Satisfactory
- 3 Excellent
- Clear training priorities identified, with all tenancy staff reporting they needed further development in core areas such as arrears, rent setting and case notes
- A practical training proposal provided to lift capability and consistency