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AFCA Process webcast recording
- 1.5 hrs
- 1 CPD points
AFCA hosted a webcast to provide information on their dispute resolution process. The session was particularly relevant for those working directly with AFCA regarding IDR and EDR responses to customer complaints.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: EDR and Ombudsman Schemes
AFCA’s jurisdiction: What’s in, what’s out and where to next?
- 1-2 hrs
- 1 CPD points
- Skills
In this session recording you will find the boundaries of AFCA’s jurisdiction, especially in the Consumer Credit context, including debt management and credit repair cases. One of the questions we are seeking to answer is: Will AFCA accept complaints about members that provide debt management services, where the underlying debt / default / listing was non-credit? More broadly we will cover:
– What is inside and what is outside of AFCA’s jurisdiction
– Where do you go for a resolution for matters that don’t fall within this jurisdiction
– How do AFCA’s rules get applied?
– Is there any advocacy that could happen around this?
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: EDR and Ombudsman Schemes
AOD – learn to better understand and support clients impacted by alcohol and other drugs
- 2-3 hrs
- 1 CPD points
- Skills
The training session had put spotlight on AOD. How do different drugs impact your clients behaviour and what do you need to know to ensure best outcomes for your clients.
Trauma is often closely linked to AOD use and trauma informed care will come into the mix when looking on how to best support your clients affected by problem AOD. Lina Do ( Senior AOD Counsellor) has showed the most recent research findings on how different drugs affect people and their behaviour followed by a discussion with an AOD Financial Counsellor, how to incorporate this knowledge into your financial counselling practice
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Alcohol and Other Drugs, Mental Health
ASIC, Debt Administrators & Inappropriate Part IX Agreements
- 2-3 hrs
- 1 CPD points
- Technical, Skills
This session has focused on ASIC’s role and powers in relation to debt administration companies that sign up clients to inappropriate Part IX Agreements. In particular, presenters have covered the licensing regime for these agreements, which was introduced in July 2021, and explore what ASIC has been doing in this space since then.
Presenters have used a case study format to explore problems, rights and options, remedies, alternatives and systemic issues for financial counselling clients in this situation.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Consumer Law, Credit Law
Avert Family Violence Training – Basic Course
- 2-3 hrs
- 3 CPD points
- Technical, Skills
The aim of the AVERT Family Violence Basics Course is to provide an introduction to the historical and legal contexts of family violence including relationship dynamics, impacts on victims and service responses.
- Published:
- Resource Type: CPD, e-Learning
- Topics: Family Violence
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.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording