East Point Housing Authority
The East Point Housing Authority (EPHA) is a government agency responsible for providing affordable housing to low-income individuals and families in the Atlanta metropolitan area. EPHA’s mission is to improve the quality of life for their residents and create opportunities for economic self-sufficiency. However, they faced various challenges in achieving this mission due to resource constraints, employee turnover, and limited professional development opportunities for their residents.
Objective
EPHA approached Paradigme Business Consulting & Service (PBCS), under the direction of Natalie Lawson, to improve the skills and career prospects of their residents, which would ultimately enhance the quality of life for their residents, through the Family Self-Sufficiency Program. The primary objectives were:
- Enhance occupational success, productivity, and job satisfaction for residents.
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- Establish a list of attainable life skill and career goals.
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- Create a more capable, empowered, and motivated resident workforce.
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- Improve the overall quality of housing services provided to low-income residents.
Challenge
EPHA faced several challenges, including:
Limited Professional Development: Program participants lacked access to training and development opportunities, limiting their career growth potential.
Limited Economic Mobility: Many participants in EPHA’s programs face challenges in achieving upward economic mobility.
Budget Constraints: EPHA had limited financial resources, making it challenging to invest in employee development.
Solution
PBCS designed a comprehensive training and development program tailored to EPHA’s unique needs. The program included the following key components:
Skills Assessment
An initial skills assessment was conducted to identify employee strengths and areas for improvement. This assessment helped tailor the training program to individual needs.
Customized Training Modules
PBCS created a series of customized training modules that covered essential skills, including communication, conflict resolution, time management, and customer service. These modules were delivered in an easily digestible and interactive format.
Peer Learning
Program participants were encouraged to participate in peer learning circles, where they could share experiences, best practices, and support each other’s professional development.
Evaluation and Feedback
Regular evaluations and feedback sessions allowed program participants to measure their progress and identify areas for improvement.
Results
After implementing the training program, EPHA experienced significant improvements:
Improved Service Quality
Resident satisfaction scores increased by 20%, reflecting the improved skills and service attitude needed to move from public housing to self-sufficiency and home ownership.
Enhanced Productivity
Employee productivity increased by 15%, resulting in more efficient service delivery.
Career Advancement
Over 40% of EPHA program participants reported a promotion or career advancement within the organization as a direct result of the training program.
Conclusion
PBCS’s training program not only addressed the challenges faced by EPHA but also transformed the organization into a more effective and efficient service provider. By investing in the professional development of its participants, EPHA not only improved its services but also empowered its workforce and residents to achieve their career aspirations. This case study demonstrates the potential of training to drive social impact and foster career development for all, irrespective of socio-economic backgrounds.