CPD Library
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Buy Now Pay Later
- 2-3 hrs
- 1 CPD points
- Technical, Skills
Buy Now Pay Later’ (BNPL) session started with a brief overview of the limited legal regulation of these products, the BNPL Industry Code, and the role of AFCA. After that session moved to an applied Q& A to share information about common BNPL issues that FCs are identifying, strategies for resolving matters, and how FCs can use the Code in their advocacy on behalf of clients.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Payday Loans
Telephone Counselling Skills – Part 2
- 2 hrs
- 2 CPD points
- Skills, Ethics
The Telephone Counselling Skills – Part 2 training program has been developed for financial counsellors who assist clients over the phone as part of their work. It is based on the learning from the Consumer Action Telephone Counselling Skills – Part 1 e-learning course. Some revision materials from the Part 1 course have been integrated into this supplementary e-learning. The focus of the Telephone Counselling Skills Part 2 e-learning is on the application of theory through listening skills exercises. These exercises are in the form of audio recordings of hypothetical telephone assistance calls to a Financial Counsellor.
The course is designed for you to complete at your own pace. We recommend to set aside 2 hours to complete this e-learning.
- Published:
- Resource Type: CPD, e-Learning
- Topics: Telecommunications
Small business – legal framework dive
- 1-1.5 hrs
- 1 CPD points
- Technical
In this session recording you will explores some of the tools creditors use to insure their own interests, such as caveats, fees and charges, in the context of limited legal protections for small business. This training session will assist financial counsellors to identify contractual terms which can cause substantial difficulty for the small business client.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Small Business Advanced
Vicarious Trauma
- 2-3 hrs
- 1 CPD points
- Skills
What are our intrinsic motivators for working in a helping profession and how can these sometimes work against good self-care? What is vicarious trauma and how can we work towards preventing it? Adam Blanch has provided space for self-reflection and look at strategies for sustaining ourselves in the longer term, personally and professionally.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Mental Health
Debt Vultures
- 2 hrs
- 1 CPD points
A case study drawn from CALC’s work has been used to support an interactive session designed to identify who debt vultures are and explore how legal principles apply to various business models that debt vultures use. Presenters have teased out strategies for assisting clients who have been targeted by debt vultures as well as build knowledge about what reform is needed and how FCs can contribute to systemic change.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Debt Collection
Navigating the Child Support system
- 2-3 hrs
- 1 CPD points
- Technical, Skills
Navigating the Child Support system training has provide an opportunity to better understand the child support system and its challenges. People in hardship can be on the receiving or the paying end of child support. For the receiving parent, child support entitlements and different collection options are relevant and will be explored. They may also need help to deal with a Centrelink overpayment, as child support and family tax benefit payments are inter-related. Some of your clients might benefit from the change of assessment, or income declaration forms. The latter being more applicable to the paying parent who might be in financial hardship and struggle to make those payments. It has become apparent that child support payments can often be linked to economic abuse and family violence, presenters have explained this further in detail.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Family Law
Going for broke – Talking bankruptcy
- 2-3 hrs
- 1 CPD points
- Technical, Skills
Consumer Action have facilitated a panel to discuss some common issues and pitfalls FCs may encounter when assisting clients with bankruptcy.
Learning outcomes:
- Utilise legal principles to support clients going through bankruptcy.
- Support clients to manage bankruptcy court proceedings.
- Draw from a range of approaches to bankruptcy to build your own strategy and advice toolkit for this type of matter.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Bankruptcy, Debt Agreements and Insolvency
Small Business: Negotiation options where legal protections are limited
- 1-2 hrs
- 1 CPD points
- Skills
Small Business: Negotiation options where legal protections are limited session has considered negotiation strategies for Financial Counsellors advocating on behalf of small business owners, when there are little or no legal protections to support the negotiations. With business credit and finances not regulated in the same way as they are for individual consumers, advanced negotiation skills and mediation skills can be very helpful in discussions with creditors of small business owners. Andrew Moffat, Senior fellow and lecturer in mediation at the Melbourne Law School, has shared his tips with us as well as traps to look out, followed by an opportunity to ask your questions.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Casework Skills, Small Business Advanced
Changes to the Residential Tenancies Act and its protections for FC clients
- 2-3 hrs
- 1 CPD points
The new Residential Tenancies Regulations came into effect on 29 March 2021. Tenants Victoria has provided a tailored session for financial counsellors to look at what has changed and in particular, what new protections are offered for our clients.
The training has cover notices to vacate, rent arrears and arrangements to repay, as well as repairs and mould.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Housing
Avoiding the rabbit hole – Strategic empathy
- 1-2 hrs
- 1 CPD points
- Skills, Ethics
Strategic empathy is a most powerful communication tool allowing you to segue into a new part of the conversation smoothly and supporting clients to move from emotion to a calmer headspace. Strategic empathy can help you build trust and enables an open conversation about someone’s situation all while avoiding going down rabbit holes with your clients which can get triggered through sympathy. Learn from Alexander Daniel from e-matrix training what it is all about and how to practice strategic empathy and improve your own wellbeing and risk of vicarious trauma.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording