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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
Telephone Counselling Skills – Part 2
- 2 hrs
- 2 CPD points
- Skills, Ethics
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.
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- Published:
- Resource Type: CPD, e-Learning
- Topics: Telecommunications
Telephone financial counselling skills – using an interpreter
- 2-3 hrs
- 1 CPD points
- Technical, Skills
The Telephone Counselling Skills training program has been developed to provide FCs with a framework to work effectively in assisting clients over the phone. In this session, presenters have focused on using a telephone interpreting service. Using an interpreter while dealing with a client over the telephone requires a particular set of skills. This session was an interactive workshop designed for the development of these skills.
The session was delivered by a senior Consumer Action financial counsellor, who has extensive experience working with interpreters on the National Debt Helpline.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Telecommunications
The Fines Lifecycle and Options
- 1.5 hrs
- 1 CPD points
- Skills
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.
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- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Infringements and Fines
The Law Handbook
The Law Handbook is your practical guide to the law in Victoria. Updated every year by over 80 legal experts, it provides comprehensive information about the laws that affect Victorians in everyday life including tenancy, consumer protection, bankruptcy, anti-discrimination, education, family, internet, environmental, employment and many more.
- Published:
- Topics: Consumer Law, Credit Law, Family Law
The Neurodivergent Toolkit
A guide for agencies, financial counsellors and community sector workers on supporting your neurodiverse staff and clients. This resource was written and developed by financial counsellor, Amy Wolter.
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- Published:
- Topics: Casework Skills