Creating connections
Laying the foundation for an inclusive, people-centred housing experience Resident journeys with Housing Choices begin at first contact. These initial interactions shape trust, set expectations, and influence long-term engagement. In 2024-25, we focused on transforming this early stage of the journey through system improvements, workforce investments, and being culturally responsive.
Embedding cultural responsiveness
Transformation progress
During this period, Housing Choices completed five transformation projects and commenced work on eight further initiatives. Key milestones included: • New service delivery model implemented, and clearer roles and responsibilities established. • Early-stage digital platform development, supporting more e cient contact pathways and improved resident experience. • Process-driven service improvement initiatives to strengthen intake and allocation practices. • Strategic workforce planning launched to ensure the organisation has the right skills and resources to support future growth. • Investment in data foundations to enable proactive, insights-driven service delivery.
As part of our Innovate Reconciliation Action Plan (RAP), Housing Choices continued to integrate cultural responsiveness into our practices. We prioritise supporting our frontline teams to better understand and respond to the needs of Aboriginal and Torres Strait Islander residents and other diverse communities.
Strengthening systems and contact functions
Upgrades to contact systems and clearer intake pathways improve the consistency and reliability of early interactions. While much of this work occurs behind the scenes, it is critical to lay the groundwork for a more responsive and accountable organisation. Looking ahead, Housing Choices will progress the establishment of a national digital contact centre to provide residents with streamlined and accessible engagement channels.
Image: Housing Choices Australia’s Service Improvement O cer Naomi with Victorian resident Juliette
22
ANNUAL REPORT 2024-25
Made with FlippingBook Ebook Creator