CPD Library
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Working with clients with complex needs and comorbidities
- Skills
This session have explained effective ways of dealing with clients affected by mental health conditions and co-morbidities. The focus was on recovery orientated practice as a model, including person-centred support, co-creating safe working relationships, collaborative conversations and coaching skills.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Mental Health
EDR: Complaints to AFCA
- 1 hrs
- Technical, Skills
Consumer Action Law Centre in conjunction with AFCA will present a practical workshop on making complaints to AFCA. The presenters have guided us through the full process from how and when to make a complaint, to drafting tips and things to look out for as well as what to do when you disagree with an AFCA decision.
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- Published:
- Resource Type: CPD, Learning Materials
- Topics: EDR and Ombudsman Schemes
Centrelink Debts – putting together your review request
- 2 hrs
- 1 CPD points
In this session recording you will step through which pages of a response to a Freedom of Information (FoI) request are most likely to be useful, how to interpret the mainframe screen grabs, and how to interpret much of the paperwork likely to be returned in response to a Centrelink FoI request.
Also, presenter explained the essential components of a review request, and understand where that review request should be directed: Centrelink or the Administrative Appeals Tribunal (AAT).
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Casework Skills, Local Councils
Telephone Counselling Skills – Part 1
- 2 hrs
- 2 CPD points
- Skills, Ethics
The Telephone Counselling Skills e-learning part 1 has been developed for financial counsellors who assist clients over the phone as part of their work. This e-learning has provided participants with a framework to work effectively in providing assistance to clients over the phone and focus on effective strategies for managing challenging calls.
Learning outcome:
- The skills necessary for phone casework
- How to identify the different stages of a call and how to build the client relationship at each stage
- Strategies for managing challenging calls
- Strategies for self-care and reflective practice
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- Published:
- Resource Type: CPD, e-Learning
- Topics: Telecommunications
COVID-19 updates for consumer advocates
- 2 hrs
- 1 CPD points
- Technical, Skills
This webinar was focused on consumer, credit and debt issues as they are emerging in the current pandemic. Learn about industry responses and legislative changes that affect our work during the pandemic, and hear about the key issues being identified by consumer advocates and financial counsellors during the pandemic in relation to loans and credit issues, bankruptcy and Part 9 agreements, insurance, telco, energy, as well as other products and services.
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- Published:
- Resource Type: CPD, Session Recording
- Topics: Consumer Law, COVID-19, Credit Law
Mental Wellbeing with BeyondBlue
- 1 hrs
- 1 CPD points
- Skills
Beyond Blue, in consultation with FCVic, FCAT and FCA, is offering financial counsellors in Victoria and Tasmania a specially tailored “mental wellbeing webinar” focused on the sector, to help us navigate through these challenging times. Presented by Michael O’Hanlon, Workplace Engagement Manager at Beyond Blue, the webinar covers strategies you can use to monitor and maintain your own mental health. We are all adjusting to rapidly changing environments – working from home and then returning to a new “normal” workplace.
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- Published:
- Resource Type: CPD, Learning Materials
- Topics: Mental Health