MEMBER LOGIN

CLOSE

Upcoming Sessions Upcoming Sessions

Upcoming Sessions

Session Registration

Upcoming Sessions

Below is a list of CPD sessions offered. Each session shows the learning level for that session, and the points allocated for purposes of FCRC membership compliance. The list includes SPDP sessions, as well as other CPD topics that are key to financial counselling professional practice.

You must register for each session using each session's individual registration link.
The learning materials for the sessions will also be posted here as they become available.

Professional Supervision Training

Wednesday 27 Jun 2018

1:00PM - 4:00PM

Professional Supervision Training

PRESENTED BY: Donna Letchford, FCRC

LOCATION: Queen Victoria Women’s Centre, 210 Lonsdale Street, Melbourne

CPD CORE TOPICS: Supervision

CATEGORY: Technical, Skills, Ethics

LEVEL: 3

CPD POINTS: 3

This session is to consolidate your learning about professional supervision and is the final step to becoming a professional supervisor. Participants must complete the two-day Delta Centre training before undertaking this session. Details of professional supervision training required by FCRC can be found on The Delta Centre website.

Consolidate and explore your professional supervision skills, and complete the last step of this training or refresh your understanding of the concepts of professional supervision, raise challenges. Consolidate best practice frameworks to support your financial counselling colleagues and assist the sector to become resilient.

Participants will:

  • Consolidate understanding of the role of professional supervision;
  • Explore ways of working with financial counsellors to develop their professionalism and capacity
  • Develop expertise in identifying challenges related to professional supervision;
  • Develop strategies to assist supervisees to recognise and address challenges;
  • Explore aspects of adult learning that you can build into the professional supervision framework that will assist the supervisee to further develop their capacity;
  • Explore challenges of professional supervision in the context of the financial counselling team and agencies - for those who have experience of professional supervision
  • Consolidate understanding of contracting, and other aspects of professional supervision.

This session will include presenter-led and group discussion components.

You will be able to spend some time in group professional supervision as a part of this session.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Credit card reforms

Tuesday 24 Jul 2018

9:30AM - 12:30PM

Credit card reforms

PRESENTED BY: Consumer Action Law Centre; Financial Counsellor

LOCATION: Queen Victoria Women’s Centre, 210 Lonsdale St, Melbourne VIC 3000

CPD CORE TOPICS: Consumer Credit Law

CATEGORY: Technical

LEVEL: 2

CPD POINTS: 3

Credit cards are given special treatment under the National Consumer Credit Protection Act. Furthermore new responsible lending laws that apply specifically to credit cards are rolling out between July 2018 and January 2019.Financial counsellors and consumer advocates see many people who have been given credit cards that cause significant financial hardship. These new laws will provide important protections to your clients.

On successful completion of this session participants will learn:

  • What specific laws apply to credit cards and how to practically work with these laws
  • Which new laws have been introduced recently that apply to credit cards and how these laws can protect consumers
  • Details on running a responsible lending claim for someone with credit card debts

Participants will be required to complete a short pre-session task (reading and a survey) due two weeks before the session.

This session will include presenter-led and group discussion based on actual scenarios.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Complex needs and pathways to independence (CRANBOURNE)

Monday 06 Aug 2018

12:30pm - 3:30pm

Complex needs and pathways to independence (CRANBOURNE)

PRESENTED BY: Julie Aganoff, Psychologist, Change Futures

LOCATION: Southern Network meeting, Cranbourne (Venue TBC)

CPD CORE TOPICS: Complex needs

CATEGORY: Skills, Ethics

LEVEL: 2

CPD POINTS: 3

Long term behavioural change is the best way to assist some of your clients in achieving better outcomes and quality of life. Yet many clients have multiple challenges, such as substance use, gambling behaviour, long-term unemployment and family breakdown that interact in complex ways. How do you build up a person’s capacity for being self-sufficient while balancing agency needs and time constraints yourself? How do you manage someone who is resistant to change and is considered ‘a hopeless cause’?

The session is grounded in practical casework scenarios. Participants will learn to:

  • Apply techniques such as motivational interviewing, mindfulness and change management for long term change
  • Encourage clients to take responsibility for their own outcomes and obligations with minimal secondary trauma.
  • Implement new techniques into their current practice while balancing the short term needs of the agency and their own capacity
  • Avoid clients developing dependency on financial counselling services

Julie Aganoff is a Psychologist and has worked in child protection, suicide, mental health, domestic violence, crisis response and with children and adults who have experienced abuse and trauma and has a particular interest in professional supervision to social workers, counsellors, managers in human services and psychologists.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Complex needs and pathways to independence (STATEWIDE NETWORK)

Tuesday 07 Aug 2018

1:00pm - 4:00pm

Complex needs and pathways to independence (STATEWIDE NETWORK)

PRESENTED BY: Julie Aganoff, Psychologist, Change Futures

LOCATION: Metro Melbourne (Venue TBC)

CPD CORE TOPICS: Complex needs

CATEGORY: Skills, Ethics

LEVEL: 2

CPD POINTS: 3

Long term behavioural change is the best way to assist some of your clients in achieving better outcomes and quality of life. Yet many clients have multiple challenges, such as substance use, gambling behaviour, long-term unemployment and family breakdown that interact in complex ways. How do you build up a person’s capacity for being self-sufficient while balancing agency needs and time constraints yourself? How do you manage someone who is resistant to change and is considered ‘a hopeless cause’?

The session is grounded in practical casework scenarios. Participants will learn to:

  • Apply techniques such as motivational interviewing, mindfulness and change management for long term change
  • Encourage clients to take responsibility for their own outcomes and obligations with minimal secondary trauma.
  • Implement new techniques into their current practice while balancing the short term needs of the agency and their own capacity
  • Avoid clients developing dependency on financial counselling services

Julie Aganoff is a Psychologist and has worked in child protection, suicide, mental health, domestic violence, crisis response and with children and adults who have experienced abuse and trauma and has a particular interest in professional supervision to social workers, counsellors, managers in human services and psychologists.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Complex needs and pathways to independence (WARRNAMBOOL)

Wednesday 08 Aug 2018

1:00pm - 4:00pm

Complex needs and pathways to independence (WARRNAMBOOL)

PRESENTED BY: Julie Aganoff, Psychologist, Change Futures

LOCATION: Western Network meeting, Warrnambool (Venue TBC)

CPD CORE TOPICS: Complex needs

CATEGORY: Skills, Ethics

LEVEL: 2

CPD POINTS: 3

Long term behavioural change is the best way to assist some of your clients in achieving better outcomes and quality of life. Yet many clients have multiple challenges, such as substance use, gambling behaviour, long-term unemployment and family breakdown that interact in complex ways. How do you build up a person’s capacity for being self-sufficient while balancing agency needs and time constraints yourself? How do you manage someone who is resistant to change and is considered ‘a hopeless cause’?

The session is grounded in practical casework scenarios. Participants will learn to:

  • Apply techniques such as motivational interviewing, mindfulness and change management for long term change
  • Encourage clients to take responsibility for their own outcomes and obligations with minimal secondary trauma.
  • Implement new techniques into their current practice while balancing the short term needs of the agency and their own capacity
  • Avoid clients developing dependency on financial counselling services

Julie Aganoff is a Psychologist and has worked in child protection, suicide, mental health, domestic violence, crisis response and with children and adults who have experienced abuse and trauma and has a particular interest in professional supervision to social workers, counsellors, managers in human services and psychologists.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Self-managed super funds and gambling

Monday 03 Sep 2018

10:00AM - 12:00PM

Self-managed super funds and gambling

PRESENTED BY: Susan Orchard, Financial Counsellor

LOCATION: Victorian Responsible Gambling Foundation, Level 6, 14-20 Blackwood Street, North Melbourne

CPD CORE TOPICS: Superannuation

CATEGORY: Technical, Skills

LEVEL: 3

CPD POINTS: 3

Clients impacted by problem gambling are often vulnerable to scams and speculation. These clients are more likely to take risks - Self-Managed Super Funds (SMSF) are not unusual – How do SMSF’s work? What happens when the client has their hand in the till of their own super? Who regulates this and what happens to the tax liabilities? Find out what questions you should be asking and where to refer them.

Participants will learn:

  • How to recognise a Self-Managed Super Fund (SMSF)
  • The parameters of an SMSF
  • The risks of SMSF for people with gambling problems
  • Regulatory framework and Tax implications
  • Questions financial counsellors need to ask their clients

Susan Orchard is a problem gambling financial counsellor who is a former accountant with a background in SMSF. This session will include presenter-led and group discussion based on actual scenarios.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Client addictions

Monday 03 Sep 2018

12:30pm - 3:30pm

Client addictions

PRESENTED BY: Cara Crossan, Psychologist, Caraniche; Annette Devereaux, Financial Counsellor, Bethany

LOCATION: Victorian Responsible Gambling Foundation, Level 6, 14-20 Blackwood Street, North Melbourne

CPD CORE TOPICS: Addictions

CATEGORY: Skills, Ethics

LEVEL: 2

CPD POINTS: 3

Addictions impact on the way financial counsellors work with clients. It is imperative that any response is within the context of an integrated team. Discover more about the specific needs of clients struggling with addiction, and of casework approaches that enhance client outcomes.

Participants will explore more about what are AOD barriers to casework outcomes, whether ‘stages of change’ impact on your work, and the use of strengths based/ client empowerment practice.

Cara Crossan is a trained Psychotherapist with special expertise in the field of Additions. Cara will be co-presenting with a financial counsellor on this topic.

Through casework examples, participants will learn:

  • To understand the physiological process of addiction recovery
  • About the role of different support providers in the addictions space
  • To identify when to make a specialist services referral and how to best work together
  • Deal with debt in a sustainable way

This session will include presenter-led and group discussion based on actual scenarios.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Bankruptcy e-Learning

Wednesday 05 Sep 2018

Anytime

Bankruptcy e-Learning

PRESENTED BY: Consumer Action Law Centre

LOCATION: Online

CPD CORE TOPICS: Bankruptcy

CATEGORY: Technical, Skills

LEVEL: 1

CPD POINTS: 2

Financial counsellors assist people who are either bankrupt or considering bankruptcy all of the time. Bankruptcy can seem complex when you are starting out but understanding the basics can assist you and the people you help in navigating the bankruptcy process.

The session is grounded in practical casework scenarios. On successful completion of this session participants will learn:

  • The process that creditors must use to bankrupt someone;
  • The process that debtors use to bankrupt on their debts;
  • The consequences of bankruptcy;
  • The difference between bankruptcy and Debt Agreements; and
  • Some tips and tricks and things to be aware of when it comes to advising someone about bankruptcy

This e-learning will include some reading tasks, videos as well as some test questions. The link to access this e-learning session will be sent to you on the day along with some login instructions.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

New frontiers of gambling (SALE)

Wednesday 19 Sep 2018

1:00PM - 3:00PM

New frontiers of gambling (SALE)

PRESENTED BY: FCRC/ VRGF

LOCATION: Gippsland Regional Network meeting, Uniting Care, 126 Raymond Street, Sale

CPD CORE TOPICS: Gambling related harm

CATEGORY: Skills

LEVEL: 2

CPD POINTS: 3

Online betting is a growth industry – its reach and market share is increasing. Learn about new frontiers of gambling. Get some insight about how you detect online gambling, recognise speculation, and know about contracts for difference. Find out what’s legal and what’s not. Recognise and explore different ways of working with clients.

This two hour session is grounded in practical casework scenarios and is not only relevant for financial counsellors working with this client group but all financial counsellors. Participants will learn about:

  • The rise of online betting and how it traps gamblers
  • Ways to identify online gambling from client bank statements
  • Speculative activity (e.g. contracts for difference, bit coin) and whether it is a form of gambling
  • Current and future regulatory framework to address online gambling

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Insurance e-Learning

Thursday 27 Sep 2018

Anytime

Insurance e-Learning

PRESENTED BY: Consumer Action Law Centre

LOCATION: Online

CPD CORE TOPICS: Insurance

CATEGORY: Technical

LEVEL: 1

CPD POINTS: 2

Learn about how you can help your clients with a range of common insurance issues including junk insurance and warranties, funeral insurance and car insurance.

The session is grounded in practical casework scenarios. On successful completion of this session participants will learn to:

  • How to seek a refund for a client if they have been sold junk insurance
  • Strategies to assist a client who has bought funeral insurance
  • What to do when your client has a problem with car insurance when making a claim

This e-learning will include some reading tasks, videos as well as some test questions. The link to access this E-learning session will be sent to you on the day along with some login instructions.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Couples and financial transparency

Wednesday 03 Oct 2018

1:30pm – 4:00pm

Couples and financial transparency

PRESENTED BY: VRGF/ TBC

LOCATION: Victorian Responsible Gambling Foundation, Level 6, 14-20 Blackwood Street, North Melbourne

CPD CORE TOPICS: Gambling related harm; Family Violence

CATEGORY: Skills, Ethics

LEVEL: 2

CPD POINTS: 3

Every client you see as a financial counsellor is unique and therefore no case is identical. Each requires their own individual approach and solutions. This is the same when seeing couples. However, having a couple as your clients poses some extra challenges and therefore requires some extra thought and expertise. Seeing couples could be in two different settings, seeing them together or seeing them separately. Conflicts of interest may become apparent. Another theme that you may identify is family violence, in particular economic abuse. How do you approach this topic with both victim and perpetrator as your client or even in the room?

This training will provide some expert thoughts and insight on best practices when working with couples and facilitate a discussion around ethical boundaries. It will also give some practical advice on how to prepare for working with a couple and look at identifying when referral to others services is appropriate.

The session is grounded in practical casework scenarios. On successful completion of this session participants will be able to:

  • Describe key techniques in managing couples as clients
  • Identify potential conflicts that may arise with a couple as clients, and options for managing conflicts
  • Manage family violence risks in their practice arising from assisting couples
  • Describe the ethical boundaries around couple client work

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session. We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Fear of Fines (FCRC Conference 2018)

Wednesday 17 Oct 2018

11:10AM - 1:10PM

Fear of Fines (FCRC Conference 2018)

PRESENTED BY: Infringements Working Group; Facilitated by Garry Rothman, Financial Counsellor

LOCATION: FCRC Conference, Pullman on the Park, East Melbourne

CPD CORE TOPICS: Infringements and penalties

CATEGORY: Technical

LEVEL: 2

CPD POINTS: 3

REGISTRATION IS ONLY AVAILABLE THROUGH THE FCRC CONFERENCE

Fear of Fines. 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. What has changed in the “fines world”? This workshop looks at identifying options, including Family Violence schemes, special circumstances and payment plans. It will outline what the timeframes are around these options and how to access them. A panel of industry experts will provide a deeper insight into these issues.

The session is grounded in practical casework scenarios. On successful completion of this session participants will be able to:

  • Describe how to interact effectively with Fines Victoria on behalf of clients
  • Identify when and how clients can access support from the Family Violence scheme
  • Identify the main impacts of Fines reform in Victoria on client options and timeframes
  • Describe how to get client access to WDPs and payment plans, and when a special circumstances application is appropriate to make

Garry Rothman is a long-standing financial counsellor with specialist expertise in the AOD sector, currently at Odyssey House Victoria, and is past co-convenor of the Infringements Working Group. He will facilitate a panel of lawyers and other experts in the fines system in Victoria for this session.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

The Power of Advice (FCRC Conference)

Wednesday 17 Oct 2018

2:10PM - 4:10PM

The Power of Advice (FCRC Conference)

PRESENTED BY: Panel session including Peter Gartlan, Lisa Garlick, Colin Handreck

LOCATION: FCRC Conference, Pullman on the Park, East Melbourne

CPD CORE TOPICS: Client Advice

CATEGORY: Technical, Skills, Ethics

LEVEL: 2

CPD POINTS: 3

 

REGISTRATION IS ONLY AVAILABLE THROUGH THE FCRC CONFERENCE

 

Financial counsellors are trained to provide their clients with information and options, and, at least in some circumstances, they provide advice. Advice giving has the potential to empower the client, but can also potentially take choices and decision making power away from the client. The distinction between providing options and giving advice is not always clear-cut.

This workshop facilitates a discussion around when it is appropriate to give advice based on the Financial Counsellors professional judgement without blurring the lines between financial counselling and financial planning and when it is best to frame client options neutrally. This includes looking at scenarios that are in the context of redress schemes, restitution and lump sum payments to vulnerable clients. The workshop will also address the boundaries that are set by the ASIC credit licence exemption.

On successful completion of this session participants will be able to:

  • Identify the Licence Exemption requirements for advice giving to clients
  • Identify good practices for informing and advising clients in different contexts
  • Identify strengths and weaknesses in their own practice when it comes to advice giving balanced with client empowerment
  • Identify appropriate advice and support to provide clients in receipt of windfall payments

The facilitated panel will include Peter Gartlan, former financial counsellor with EACH and former Executive Officer of FCRC, who is currently working on the Institutional Abuse redress scheme with Knowmore legal service, and two senior financial counsellors, Lisa Garlick and Colin Handreck.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session. We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Professional Supervision: Reflections on Practice (FCRC Conference)

Friday 19 Oct 2018

12:45PM - 2:45PM

Professional Supervision: Reflections on Practice (FCRC Conference)

PRESENTED BY: Michelle Bihary, The Delta Centre

LOCATION: FCRC Conference, Pullman on the Park, East Melbourne

CPD CORE TOPICS: Supervision

CATEGORY: Technical, Skills

LEVEL: 3

CPD POINTS: 3

REGISTRATION IS ONLY AVAILABLE THROUGH THE FCRC CONFERENCE

Professional supervision is an essential component of building professional development into financial counselling through providing structured professional support and mentoring to financial counsellors. FCRC organised for the introduction of an initial cohort of trained professional supervisors in Victoria 2012, and new professional supervisors have been trained each year since then. However there have been limited opportunities for supervisors to share experiences or reflect on their practice as a group in a structured way following their initial training. This session aims to provide that opportunity, and enable supervisors to learn from each other about how to approach the role, and develop a deeper understanding of what constitutes good practice in professional supervision.

The session is grounded in practical casework scenarios and facilitated discussion. On successful completion of this session participants will be able to:

  • Reflect on their own supervision practice, and place it in the context of the practices of other supervisors
  • Identify alternative supervision practices and standards and when it is appropriate to apply those to their work as a supervisor
  • Build on new networks established with other qualified financial counselling supervisors and draw on these networks in their practice

Michelle Bihary has founded The Delta Centre, a centre of therapeutic excellence in 2002, building on her strong clinical expertise in Mental Health, as an Occupational Therapist, Psychotherapist and Family Therapist. Michelle has coached thousands of professionals to build their Emotional Intelligence, psychological flexibility, resilience and leadership capacity. She is an expert on clinical supervision and has provided almost all the initial training of financial counsellor professional supervisors.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session. We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

AFCA Introduction

Tuesday 13 Nov 2018

2:00PM - 4:00PM

AFCA Introduction

PRESENTED BY: Melanie Hallam, AFCA; Consumer Action Law Centre

LOCATION: Queen Victoria Women’s Centre, 210 Lonsdale St, Melbourne VIC 3000

CPD CORE TOPICS: Ombudsman schemes

CATEGORY: Technical, Skills

LEVEL: 2

CPD POINTS: 3

The Australian Financial Complaints Authority (AFCA) is the new external dispute resolution (EDR) scheme for financial service providers.From 1 November 2018 AFCA will start accepting complaints, replacing the Financial Ombudsman Service (FOS); the Credit & Investments Ombudsman (CIO); and the Superannuation Complaints Tribunal.This course will provide an overview of AFCA and its terms of reference and provide tips and tricks on running an EDR complaint through AFCA.

Upon completion of this session participants will be able to:

  • Demonstrate a clear understanding of AFCA’s new Terms of Reference
  • Work within AFCA’s new policies and procedures
  • Run an EDR complaint through AFCA

Participants will be required to complete a short pre-session task (reading and a survey) due two weeks before the session. This session will be delivered face to face.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Credit card reforms (BENALLA)

Tuesday 20 Nov 2018

1:00pm - 4:00pm

Credit card reforms (BENALLA)

PRESENTED BY: Consumer Action Law Centre

LOCATION: Hume Network meeting, Benalla

CPD CORE TOPICS: Consumer Credit Law

CATEGORY: Technical

LEVEL: 2

CPD POINTS: 3

Credit cards are given special treatment under the National Consumer Credit Protection Act. Furthermore new responsible lending laws that apply specifically to credit cards are rolling out between July 2018 and January 2019.Financial counsellors and consumer advocates see many people who have been given credit cards that cause significant financial hardship. These new laws will provide important protections to your clients.

On successful completion of this session participants will learn:

  • What specific laws apply to credit cards and how to practically work with these laws
  • Which new laws have been introduced recently that apply to credit cards and how these laws can protect consumers
  • Details on running a responsible lending claim for someone with credit card debts

Participants will be required to complete a short pre-session task (reading and a survey) due two weeks before the session.

This session will include presenter-led and group discussion based on actual scenarios.

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here

Telephone Counselling

Friday 30 Nov 2018

9:30AM - 4:30PM

Telephone Counselling

PRESENTED BY: Preethi Vergis, Training and Outreach Manager, Consumer Action Law Centre

LOCATION: Queen Victoria Women’s Centre, 210 Lonsdale St, Melbourne VIC 3000

CPD CORE TOPICS: Telephone skills

CATEGORY: Technical, Skills, Ethics

LEVEL: 2

CPD POINTS: 6

The Telephone Counselling Skills training program has been developed for financial counsellors who assist clients over the phone as part of their work. It will provide participants with a framework and strategies to work effectively in providing assistance to clients over the phone.

Participants will learn:

  • 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

Presenter: Preethi Vergis is a Training and Outreach Manager from Consumer Action Law Centre

To satisfy your professional obligations - and to be awarded points for attendance - you are required to participate in the entire session.We thank you for your commitment to our Code of Ethics.

 

Print / Save

* The Print/Save button allows you to save using 'Print to PDF' functionality. If your browser does not support 'print to pdf', please try using Chrome as your browser - download software here