CPD Library
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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
Small Business and Disaster
- 2 hrs
- 1 CPD points
- Technical, Skills
This session was focused on small business challenges in a disaster environment. A panel of experts have provided an overview on different types of supports available to small business affected by the bushfires and COVID-19 as well how FCs can best support those clients.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Disaster Recovery, Small Business Foundations
Bushfire Recovery Financial Counselling in a COVID environment
- 2 hrs
- 1 CPD points
- Technical, Skills
This session was focused on the psychological, social and financial impacts the bushfire crisis and COVID-19 pandemic are having on those affected. The presenter has explained key problems with insurance, family violence and financial abuse in a disaster context as well as appropriate referral pathways.
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- Published:
- Resource Type: CPD, Session Recording
- Topics: COVID-19, Disaster Recovery
Gambling and Addiction – Criminal Activities and Fraud
- 1.5 hrs
- 1 CPD points
- Technical, Skills, Ethics
As an FC you come across clients that have committed fraud or other criminal activities. Whether the client has already been charged or they have just confessed to you, during this session you will learn how to best respond to and support your client. Are you wondering if there are any obligations for mandatory reporting or if there are any relevant statutory limitations periods for your client? Be able to provide adequate advice and learn what you can do as an FC to help your client in mitigating the impact of the charges.
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- Published:
- Resource Type: CPD, Session Recording
- Topics: Gambling related harm