Resources
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Tax Clinic Referrals for Small Business
- 1 hrs
- 1 CPD points
- Technical
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.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Small Business Advanced, Small Business Foundations
Telco Disputes and Consumer Law
- 1.5-2 hrs
- 1 CPD points
- Technical
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.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Consumer Law
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
- 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.
- 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.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Telecommunications
Telephone financial counselling skills and First Nations clients
- 2-2.5 hrs
- 1 CPD points
- Technical, Skills
The Telephone Counselling Skills training program has been developed to provide financial counsellors with a framework to work effectively in assisting clients over the phone. This session was focused on First Nations clients and cultural safety practices.
- Published:
- Resource Type: CPD, Learning Materials, Session Recording
- Topics: Casework Skills, Telecommunications