Responding to vulnerability details

Tuesday 2 August

Victoria Park Herston Road Herston, QLD Time: 9.00am - 3.15pm

Wednesday 3 August

Waterview in Bicentennial Park Bicentennial Dr Sydney Olympic Park, NSW Time: 9.00am - 3.15pm

Tuesday 9 August

Sanctuary Adelaide Zoo Adelaide Zoo Entrance, Plane Tree Drive Adelaide, SA Time: 9.00am - 3.15pm

Thursday 11 August

Frasers Kings Park 60 Fraser Ave West Perth, WA Event: 9.00am - 3.15pm

Tuesday 23 August

Hotel Grand Chancellor Hobart 1 Davey Street Hobart, TAS Time: 9.00am - 3.15pm

Thursday 25 August

Encore St Kilda 6/10-18 Jacka Boulevard St Kilda, VIC Time: 9.00am - 3.15pm




Includes a digital resource book, morning tea and lunch. Members can book a table of 8 for $500 inc GST.

$69.00 inc GST


Includes a digital resource book, morning tea and lunch.

$138 inc GST



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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.

Key benefits

The information delivered in this program has been designed to give you knowledge and skills and to:

  • implement the lender expectations of the Banking Code of Practice (BCOP)
  • respond to customers and team members, in vulnerable circumstances
  • recognise the priority of self-care and build an effective self-care routine.

Who is this program for?

This program is suitable for anyone involved in the mortgage and finance industry including:

  1. brokers
  2. loan administrators
  3. support staff
  4. business development managers.

Other event information

MFAA members are eligible for 5.5 CPD hours for attending the entire program or for each session as outlined.


Event terms and conditions

About the speaker

Cutty Felton

Founder, Accidental Counsellor Pty Ltd

Cutty Felton is the founder of Accidental Counsellor Pty Ltd. She delivers keynote addresses, consults with, mentors and trains those that engage with colleagues or clients in distress or vulnerable circumstances.

By profession, Cutty is a solicitor and practised for approximately ten years. Over time, however, she felt the need to contribute more directly to the community. In 2013 she joined Lifeline, initially as a trained volunteer Telephone...