1 day





Suitable for:       All What does this mean?

For some of your tenants/clients basic engagement techniques are all you need. At other times you may have to try and engage and work with complicated cases/customers that may need a broader and deeper repertoire of skills and techniques to draw upon.

Many housing professionals have to deal with some of the most complex members of the community, including those with mental health issues, substance misusers, hoarders, and those with age-related illnesses, etc.

This master class will provide an overview of common mental health issues, including hoarding, and focus on practical management options via mental capacity testing, including support and enforcement options.

  • Read more

    You will learn to:

    • Explore common underlying issues, including mental health and substance abuse, and how these can impact on engagement
    • Understand how to apply techniques that work with complex needs tenants/clients including hoarders, those with Diogenes syndrome (elder self and property neglect), personality disorders and challenging behaviour, and substance misusers
    • Explore models that relate to client resistance and defence mechanisms; how these behaviours can be identified and how we can overcome them
    • Understand transference and countertransference
    • Explore and be able to use the Parent Adult Child (PAC) model
    • Understand and be able to apply key aspects of motivational interviewing, including OARS, ambivalence and discrepancy
    • Be able to recognise relevant patterns of behaviour, especially those that can impact on engagement and positive movement
    • Be able to apply conflict resolution techniques
    • Have an overview of CBT
    • Feel more confident liaising with specialist services, including key aspects of information-sharing, the Caldicott guidelines and mental capacity.
    Who should attend?
    Everyone who works/engages with tenants/clients with complex needs on a one-to-one basis, in either the short, medium or long term. This may include housing and support officers, tenancy sustainment, enforcement and residential staff and all frontline staff who engage with and support your tenants and clients.
  • Our trainer

    Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and has delivered training in techniques such as motivational interviewing and CBT. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.

    Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.

We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we’ll be in touch.