When ASB is complex, your response needs more than a checklist.
Duration
4 x 3-Hour Modules
Location
In-House and Online
How to attend this workshop
In-House Program
If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.
In-house workshops can be delivered online or face to face!
Online Public Program
When: multi-day online workshop:
- Module 1 – 06/10/26, 1-4pm AEDT
- Module 2 – 20/10/26, 1-4pm AEDT
- Module 3 – 27/10/26, 1-4pm AEDT
- Module 4 – 10/11/26, 1-4pm AEDT
💰 Cost: $850 inc GST per person
👉 BOOK HERE
Need to register multiple people or pay by invoice? Email us at info@bigpicturetraining.com
If this intake is full, join the waiting list and we’ll let you know as soon as the next workshop opens.
Self-Paced e-Learning
Complete courses online in your own time by enrolling in the self-paced e-Learning from our course catalogue.
Anti-social behaviour cases are rarely simple. They often involve risk, vulnerability, competing accounts, community impact, staff safety, procedural fairness and the need for proportionate, evidence-based action.
This four-module, CPD-accredited program brings together ASB case-management best practice, customer experience, trauma-informed practice and behavioural insight, giving housing teams the confidence, judgement and practical tools to manage ASB from first report to resolution.
The program is delivered in collaboration with subject matter experts from Big Picture Training and Janine Green, author of Effective ASB Case Management Principles. It is designed to help housing teams manage complex ASB reports with confidence, fairness and consistency.
“The ASB training program was great value. It is a well-done program with lots of effective tools to be taken away. It was time well spent and of great benefit to the team.”
Course Outline
The program consists of 16 hours of learning delivered over four, 3-hour modules of training with 1 hour of self study after each on-line workshop. Giving you the tools and confidence to triage and manage reports of ASB effectively from the first point of contact.
Dates for the next intake of the course are listed below:
Next intake now open for enrolment!
- Module 1 – Receiving & Assessing a Report- Tuesday 6th October 2026, 1:00pm – 4:00pm AEDT
- Module 2 – Victim Support, Risk & Vulnerability – Tuesday 20th October 2026, 1:00pm – 4:00pm AEDT
- Module 3 – Effective ASB investigations – Tuesday 27th October 2026, 1:00pm – 4:00pm AEDT
- Module 4 – Taking Action – Tuesday 10th November 2026, 1:00pm – 4:00pm AEDT
Please check the table below for the start time depending on the time zone in which you are based.
| WA | 10:00am |
| NT | 11:30am |
| QLD | 12:00pm |
| SA | 12:30pm |
| VIC, NSW, ACT & TAS | 1:00pm |
| NZ | 3:00pm |
More than an ASB overview
For teams who need more than a short introduction to anti-social behaviour, this program builds the judgement, structure and confidence needed to manage complex cases well.
It is designed specifically for social and community housing teams and reflects the reality of ASB casework: distressed residents, unclear evidence, competing accounts, neighbour conflict, vulnerability, safeguarding concerns, staff safety risks and pressure to act quickly and fairly.
The program brings together ASB case-management best practice, customer experience, trauma-informed practice and practical housing operations.
Why This Program Matters
When ASB is not managed well, the impact is felt everywhere.
Residents lose trust. Staff feel exposed. Cases drift. Risk can escalate. Organisations become vulnerable to complaints, legal challenge and reputational damage.
A consistent, fair and evidence-based approach helps teams respond with confidence, manage expectations, support people affected by ASB and take proportionate action when it is needed.
This program helps participants understand what good ASB case management looks like in practice and how to apply it across the whole case journey.
What Participants Will Learn
Participants will learn how to:
What Participants Will Leave With
Participants will leave with:
Course Structure
Four live online modules plus self-study
This is a 16-hour program made up of four live online modules and four one-hour self-study activities.
Each live module is three hours long and includes practical discussion, case examples and opportunities to apply the learning to real housing scenarios.
Participants complete one hour of self-study after each module to consolidate their learning and apply the principles to their own role.
Module Overview
Module 1: Receiving and Assessing a Report
Participants learn how to respond well from the first point of contact. This includes understanding what has been reported, distinguishing ASB from neighbour disputes, identifying when something else may be going on, and making early decisions that support fair and effective case management.
Key areas covered
- What is ASB?
- ASB, neighbour disputes and other tenancy issues
- The importance of first contact
- Asking the right questions
- Setting expectations
- Harm-centred triage
- Early risk indicators
- Recording the right information
Module 2: Support, Risk and Vulnerability
Participants learn how to assess harm, identify risk and recognise vulnerability. This module explores how to support people affected by ASB while also considering the needs, circumstances and vulnerabilities of the person alleged to be causing harm.
Key areas covered
- Understanding harm and impact
- Risk assessment
- Vulnerability and safeguarding
- Trauma-informed communication
- Supporting complainants
- Considering the support needs of the person alleged to be causing harm
- Staff safety and wellbeing
- Case planning and next steps
Module 3: Effective ASB Investigations
Participants learn how to plan and carry out fair, proportionate and evidence-based investigations. This includes gathering information, interviewing parties, managing conflicting accounts and dealing with counter complaints.
Key areas covered
- Planning an investigation
- Evidence gathering
- Professional curiosity
- Interviewing complainants
- Interviewing the person alleged to be causing harm
- PEACE interview principles
- Managing counter complaints
- Assessing credibility and consistency
- Keeping clear and defensible records
Module 4: Taking Action and Closing Cases Well
Participants learn how to decide what action is appropriate, proportionate and fair. This includes informal and formal interventions, support-based approaches, escalation, monitoring and case closure.
Key areas covered
- Choosing the right intervention
- Informal resolution and early intervention
- Working with partner agencies
- Support and enforcement
- Proportionality and procedural fairness
- Escalation routes
- Monitoring outcomes
- Closing cases clearly and confidently
- Learning from case outcomes
Who This Program Is For
This program is suitable for:
- Housing officers
- Tenancy managers
- Neighbourhood teams
- Community housing workers
- Team leaders and managers
- Complaints and customer experience teams
- Tenancy sustainment teams
- Staff who receive, triage or manage ASB reports
- Staff who need a structured refresher in ASB case management
It is suitable for newer staff who need a clear framework and experienced staff who want to strengthen consistency, confidence and best practice.