When leadership at Housing Pierce County (HPC), also known as Pierce County Housing Authority, noticed staff training had become increasingly disorganized, they knew it was time for change.
Although the agency subscribed to HAI Group Online Training over a decade ago, platform use eventually disappeared amid organizational shifts and new system rollouts. In 2025, HPC decided to reinvest in the platform, and the results have been clear: Since relaunching earlier this year, the agency has seen a marked increase in participation and course completion, thanks to strong collaboration with HAI Group’s Online Training team and a renewed focus on making employee development a priority.
We spoke with Housing Pierce County staff about their reintegration into HAI Group Online Training. Continue reading to learn how the agency revitalized its professional development journey and leveraged the platform to get back on track.
Brookridge apartments.
Pierce County Housing Authority recently relaunched its use of HAI Group Online Training. What prompted that decision, and what goals were you hoping to achieve with the relaunch?
The relaunch of HAI Group’s Online Training Portal at HPC was prompted by the organization’s recognition that staff training had become increasingly disorganized. Training was handled on an as-needed basis through outside vendors or one-off courses without a centralized system to track participation or measure outcomes. Leadership identified this gap and sought to move toward a more intentional, structured approach.
The goals of the relaunch included:
- Centralizing training resources in one hub.
- Strengthen compliance oversight and ensure consistent completion of required courses.
- Creating structured pathways for professional development tailored to department needs.
How long has HPC been a subscriber?
HPC was originally a subscriber to HAI Group’s Online Training Portal more than a decade ago. However, due to organizational changes and the implementation of new systems, use of the portal fell away and was not resumed until the 2025 relaunch. At that time, some staff were independently leveraging the platform for the membership rates. The recent decision to reinvest in the platform reflects a more strategic and long-term commitment to centralized staff development.
How was your organization using the system prior to the relaunch, and what changes or improvements have you noticed since?
Before the relaunch, use of the system was limited and transactional. Staff would occasionally take courses through HAI Group if they were more affordable than alternative vendors, such as refresher self-paced trainings that cost less than live sessions. In some cases, employees engaged with the courses independently as part of their professional development. However, without centralized oversight, the ability to assign courses across the agency was not implemented, and we did not have access to track completion or pay directly on behalf of staff.
Since the relaunch, these challenges have been addressed. Administrators, including Human Resources, are now able to assign trainings and monitor progress. In response, compliance accountability has increased, and leadership is taking a more proactive step to align training with organizational goals rather than leaving it to individual initiative.
Chateau Rainier apartments.
Can you describe your experience working with HAI Group’s customer success team during the relaunch? What were your main goals in working with the team?
HPC worked almost exclusively with Customer Success Specialist Joseph Edelstein during the relaunch, and the experience was highly positive. The Business Development Coordinator’s initial introduction to the platform with Edelstein provided enough value to justify a full proposal to leadership. Once approval was secured, Edelstein supported administrators in setting up and managing the system. He ensured that we understood the platform’s full capabilities, could onboard us as administrators quickly, and provided additional support when questions arose. Edelstein’s responsiveness and guidance made the relaunch efficient.
How did the support from Joseph Edelstein and the team help you maximize the value of your subscription?
Edelstein encouraged us to think of the portal as more than a standalone tool. By doing so, HPC has increased the value from the restart and is actively working to embed the portal into its infrastructure, especially in processes such as onboarding.
In what ways has this partnership gone beyond simply providing access to courses?
The partnership with HAI Group has elevated training at HPC into a strategic initiative rather than a collection of individual courses. This integration has supported HPC’s goals to improve compliance while fostering professional development and laying the groundwork for increased workforce stability.
Lakewood Village.
What have been the biggest wins or opportunities for your staff since the relaunch?
The most significant win has been the increase in participation. Staff engagement with training has risen, resulting in more consistent completion of compliance requirements. The ease of access has created additional opportunities for professional growth beyond compliance. Administrators and leadership gained visibility into staff progress, strengthening staff accountability.
Have you seen improvements in participation, completion rates, or engagement?
Yes, there has been a clear increase in participation and completion rates since the relaunch. The accountability built into the system has ensured that staff complete trainings they may have delayed or overlooked in the past, and overall engagement with the portal has improved, especially with automated reminders.
What types of courses are you assigning most often, and how do they align with your organization’s goals?
At this stage, HPC has focused on general compliance courses, such as sexual harassment prevention, to establish a foundation and ensure all staff meet state and local standards. The long-term plan is to build department-specific training calendars that align with organizational goals by enhancing role-specific expertise in different departments of the housing authority. Leadership development courses are also part of future planning to prepare staff for supervisory and director roles.
How have your staff responded to the platform, both in terms of navigating it and applying what they’ve learned?
Staff feedback has been mostly positive. Employees appreciate the convenience of completing training online, especially because the alternative is in-person training with increased logistical complexity and is less preferred by many. Some technical challenges have been noted, such as needing to refresh modules to advance through a course.
Read more about the benefits of online, self-paced learning: Skip the Travel, Keep the Learning: Why Online Training Works.
For other housing authorities considering or currently using HAI Group Online Training, do you have recommendations on how to get the most out of the platform?
HPC recommends integrating the portal into HR processes from the start rather than treating it as optional or supplemental. Assigning courses strategically, balancing compliance with professional development, and using administrator tools to track progress feel essential. Leadership engagement is also critical to positioning the portal as a long-term investment in staff and organizational growth.
Are there specific courses you’d recommend that have been especially valuable in navigating today’s housing challenges?
Not yet—still exploring.
Looking ahead, HPC sees significant value in leadership development and resident engagement courses, which are critical as this field adapts to evolving community needs.
How do you see HAI Group Online Training supporting Pierce County Housing Authority’s mission in the long term?
HPC’s mission is to provide safe, decent, affordable housing, and staff training is essential to fulfilling that mission. The portal ensures staff are informed and continuously develop skills relevant to their roles. Over time, this contributes to stronger service delivery, increased workforce stability, and overall better outcomes for those we serve, including our residents. By embedding the portal into the organizational framework, HPC ensures that training is not a one-time activity but an ongoing commitment that strengthens the mission.
What future training goals do you hope to achieve through the platform?
The long-term goal is to create a comprehensive training calendar that includes layered opportunities for staff development. This will consist of annual compliance courses required for all employees, department-specific trainings tailored to staff roles, leadership development programs to prepare future supervisors and directors, and professional growth tracks that allow employees to advance their careers. This structure will foster a culture of continuous learning and ensure that both staff and residents benefit from a more knowledgeable, capable workforce.
Bottom line
By relaunching HAI Group Online Training, Housing Pierce County transformed staff development from a patchwork of one-off courses into a structured, strategic initiative. With centralized oversight, stronger compliance, and clear professional growth pathways, the agency is building a culture of continuous learning that supports both its workforce and its mission to provide safe, affordable housing.
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