How the Seattle Office of Housing Connected Custom Training to Better Policies and Processes
Through two custom sessions, Office of Housing staff identified practical ways to improve policies, simplify processes, strengthen communication, and better serve Seattle residents.
Results across two custom sessions designed around the Office of Housing’s work.
Move beyond awareness and into day-to-day decisions
Office of Housing staff were ready to move beyond foundational learning and focus on application. They needed practical ways to examine how policies, funding decisions, communications and resident services could create barriers, even when the intention was to help.
Two custom sessions built around real housing work
CultureAlly designed two interactive sessions using housing-specific examples, case studies, live polls and practical discussion. Staff explored where policies and processes could create unintended barriers, then considered what they could change within their own roles and workflows.
Staff left with clear areas to review and act on
Participants identified practical opportunities to simplify paperwork, improve plain-language communications, strengthen resident feedback and review funding applications, data analysis and eligibility processes.
Across both sessions, 95% rated the delivery logical and compelling, while 84% said the training met their expectations and 84% would recommend it to colleagues.
Why it worked
What Made the Training Impactful
The sessions were designed around the Office of Housing’s actual work, giving staff space to examine current practices and identify changes they could take forward.
The learning connected directly to decisions staff make
Housing-specific case studies moved the conversation beyond general concepts. Staff considered how application requirements, communications, funding processes and service decisions could unintentionally make access harder.
84% said the training was relevant and met their expectations.
More ways for people to contribute
Live polls, anonymous questions and group discussion gave staff different ways to take part. The responses surfaced real concerns, ideas and examples from across the department.
Staff worked through real situations
Scenarios helped participants practise responding to harmful comments, questioning assumptions and choosing an appropriate response without making the situation worse.
Reflection led to specific next steps
Staff identified documents, workflows and communications they wanted to revisit, then made personal and team-level commitments they could carry into their work after the sessions.
Participant Feedback
What Stood Out to the Office of Housing Team
The City of Seattle team pointed to the practical examples, relevant discussion and direct connection to their day-to-day work.
Great presentations, examples and discussion!
Office of Housing participant
Loved the focus on the Office of Housing. The questions were relevant and thought-provoking.
Office of Housing participant
It was really helpful to sit with specific examples of overlapping identities and consider how our systems can create compounding barriers.
Office of Housing participant
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