Skills-based training to support customers and colleagues in difficulty.
Recognising vulnerable customers is an important aspect of working in the mortgage and finance industry.
This professional development program offers you an opportunity to upskill, so you have access to effective strategies to support your customers, and your team, if they’re experiencing difficult circumstances. This program is delivered by professional trainers from Accidental Counsellor Pty Ltd.
About the program
Three key topics will be covered as follows:
1. Aspects of vulnerability (1.5 CPD)
Understand what vulnerability is as highlighted in the Banking Code of Practice (BCOP) and how the pandemic has impacted the vulnerable circumstances people may find themselves in.
2. Elements of self-care (1.5 CPD)
Self-care is often misunderstood. In this module you’ll learn what self-care is and why it’s critical in today’s environment. You’ll also acquire skills and strategies for effective self-care practices.
3. Accidental counsellor (2.5 CPD)
There will be times when you come into contact with customers, or colleagues, who may be struggling due to mental illness, suicide, domestic violence, financial crisis, serious illness, loss, or other crisis.
This component is an updated version of the Accidental Counsellor sessions run previously with the MFAA in 2020. This module will help you recognise and respond to someone who is struggling to cope, especially when you aren’t (and are not expected to be) a trained counsellor, and refer to effective ongoing support.
Ideally suited to those who have not previously done the Accidental Counsellor training or those who wish to refresh their skills in this area.