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Taking insurance issues to AFCA and the GICGC
In this session recording you will find that AFCA has presented their processes for assessing disaster-related insurance applications and discussed some relevant determinations, to assist Financial Counsellors in crafting effective applications.
The GICGC presenters have discussed their process of triaging and assessing Code breaches, what this achieves for the consumer, and the other monitoring work undertaken to improve subscriber practices.
Tax Clinic Referrals for Small Business
In this session recording you will hear directly from the Victoria and Monash University Tax Clinic on their role and how you can assist small business clients. This training has provided information on what matters are within the scope and out of scope; times /periods of operation; the process followed in supporting clients; how client referrals to the Clinic are best made and how financial counsellors can best prepare their clients for an upcoming appointment.
Telco Disputes and Consumer Law
A lot is happening in the Telco space, not all of it is reassuring. At the end of last year Consumer Action Law Centre launched a report about the issues that financial counsellors were seeing during COVID and the problems with self-regulation of the industry (see Report: The Trouble with Telcos Stories from 2020 – Consumer Action Law Centre). In this session recording, find out some of the strategies you can use to challenge telco debt and hear about some the advocacy work that is happening in that space.
Telephone Counselling Skills – Part 1
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.
- 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
Telephone Counselling Skills – Part 2
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.
The Fines Lifecycle and Options
After this workshop you will no longer be afraid of tackling your client’s fines. Fines and accumulated fines are at the core of a lot of people’s debts. This workshop work focus on the lifecycle of fines. It will step us through the infringements system, what the options are for a client at each stage and how a financial counsellor can support.