Annette Devereaux, FCVic’s Professionalisation and Service Integration (Gambling) Lead, caught up with long-time friend and colleague, Julie Smith, who fills us in on her more than 25 years’ experience in the financial counselling sector, and leaves us with a final thought that rings very true for both financial counsellors and clients alike – ‘knowledge is power’.

Please tell us about your career background.

I started at Anglicare Bendigo during 1996 in a financial counselling role based in Kyneton, although the agency was called St Luke’s at that time. It was really interesting work, and we did lots of outreach to local communities.

During these early years, I represented financial counsellors on the Telstra Customer Liaison Group and worked with the earlier iteration of the now-VRGF (Victorian Responsible Gambling Foundation) (COGG I think it was) as part of the gambling network for 10 years. Around this time, generalist financial counsellors did a lot of gambling work as there weren’t specific Gamblers Help financial counselling roles.

In the 1990s we went to people’s homes for counselling sessions – it was part of St Luke’s inclusiveness for clients – so we’d be driving all around our region for appointments. No one would know where we were – it was a trusting time and we just got on with it.

I joined the FCRC Committee in 1998 (it wasn’t called a Board then) and stayed on the Committee for about 6 years. Due to a few people leaving the Committee I ended up Chairing the role for 18 months (no one else would put their hand up!). I really enjoyed the role as Chair, and after my time in this position, Kathleen Hosie took over.

We did lots of advocacy work and attended the working groups. I found I really enjoyed the advocacy and policy changes we could champion to change creditors’ collection practices.

One of the changes I remember vividly is our local water company would regularly cut people off water supply Friday afternoons. After many attempts at advocacy with the Water Board, it just so happened the URGS were being introduced, and, with Sue Fraser’s help, we used the URGS as a tool to make sure water wasn’t disconnected. It’s hard to believe these days cutting someone’s water was one of the first things a company would do to someone not able to pay their bill! This strategy made a huge difference to people struggling with water bills.

I worked in Kyneton until 2009 and then I moved to Geelong, changing agencies and roles for a while; first, working in the Saver Plus program and then the Step Up program. After a long period of financial counselling casework, financial literacy and micro finance were just the thing to find my energy again.

I eventually moved back into financial counselling and casework, where I have been for the last 8 years, during my time with Better Place Australia. I did a lot of advocacy early on in my career but more recently, as I work just 2 days per week, trying to juggle casework with networks, CPD and conferences was tricky – I always enjoyed the local regional network meeting and I catch up with financial counsellors in my area quite a bit. Attending regional meetings for me has always been a lifeline when working as an isolated worker.

What motivated you to pursue financial counselling?

I completed a community development diploma and studied electives in financial counselling and loved it; I loved that we could achieve outcomes for people.

Even if I saw a client only once and gave them some information and resources, it could prove to be a significant turning point for them. Once, I saw a client years after we had met, and they thanked me for the advice I provided – it allowed them to change their pathway.

Whatever I said or did could change the way others were able to understand and change their financial impacts and, in a short period, we can have a big impact on them. The value of someone knowing their rights was also very empowering to me.

What has been your proudest achievement to date?

I am proud of the policy work around gambling and utilities over the years that have made a large impact on the sectors. I am really proud of what we did – implementing a change that makes impact on a lot of people.

It can make you feel good when you see the achievements clients make, particularly those who come to us in dire need of support. It feels great to give them options and have them know that someone’s on their side – that means so much!

What do you see as the biggest challenge facing the financial counselling sector?

Keeping financial counsellors in our sector. A lot of good people work in the sector but leave due to the stress and burnout. We need good team structures and support to keep people from burning out. We need excellent training and support to keep on top of new and emerging issues. Some financial counsellors I see who aren’t supported leave due largely to this lack of support, and it doesn’t have to be that way. Working from home and large case work keeps people isolated and working under stress. FCVic do a great job with moving to online PD and other digital outreach like newsletters. Team members need to give each other support. It’s always been difficult for managers to understand what financial counsellors do and the type of casework and outcomes we get – unless they come from a financial counselling background – that’s why it is so important we support each other.

What has been the most valuable resource or advice you’ve received? 

The FCA toolkit has been invaluable to me over the years. In the early days there was no hardship directory – we had to navigate creditors ourselves.

What’s next for you?

Contemplating my next steps – enjoying outdoor adventures, spending time with people that matter to me and supporting family.

I’m in regular contact with colleagues I worked with at least 20 years ago. We don’t talk about financial counselling issues, but our friendship is still current – I have made many long-lasting friends from this sector.

Any last words?

For newer workers it can feel daunting, but I learnt early on that you can find out anything if you need to. Even in the last few months, people were presenting with new creditors or products, and I would still be asking others for support or assistance.

Be aware of signs of burnout – in both you and your colleagues. The times where I needed to take time out of casework was when I would think about work constantly – losing sleep, working longer hours, inability to let go of what’s going on for clients. We all need to take care and reach out for support – know our limits and our signs of burnout. Look for other opportunities. New projects come up – working groups and advocacy groups involvement. Get involved as much as you can.

I love financial counselling. I’ve met some amazing people, especially the clients – it’s all about the clients. I’ve admired their resilience and ability to work through some pretty difficult situations. Any of us can be on the other side of the desk – knowledge is power.