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Concurrent Session 2.1 - Transforming Support: Evolving Practices for Customers Facing Hardship

Tracks
Track 1
Thursday, October 17, 2024
12:15 PM - 1:00 PM
Ballroom 1

Details

Join Sue Fraser and Vanessa Herskope in a conversation about ways credit professionals can provide appropriate care and support to their customers experiencing vulnerability, now and into the future. They will cover: - Escaping Violence - a Government program to escape domestic violence that Uniting Vic Tas administers - Honing communication techniques to support customers and provide clarity, including capability building if needed - Tools/techniques to support credit professionals – general/day-to-day best practice to ensure that extreme situations are appropriately responded to, minimising impact on staff - Support available for credit professionals external to their employer to minimise impact on their people


Speaker

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Susan Fraser OAM
Senior Manager Enterprise Partnerships at Uniting
Uniting

Transforming Support: Evolving Practices for Customers Facing Hardship

Biography

Senior Manager Enterprise Partnerships at Uniting Sue is committed to the principles of social justice, access and equity. Her work focuses on early intervention, prevention and support programs for consumers with sustainable outcomes. Sue leads Kildonan UnitingCare's Enterprise Partnerships team consulting to the banking, debt collection, utilities and telecommunications sectors, enabling positive financial outcomes for consumers and business alike. A highly sought after and outspoken public speaker in the area of consumer vulnerability, Sue frequently travels across Australia and overseas advocating for people in financial hardship.
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- Vanessa Herskope
Acting Manager/Training and Development Consultant
Uniting Vic.Tas

Transforming Support: Evolving Practices for Customers Facing Hardship

Biography

Training and Development Consultant, Uniting’s Enterprise Partnerships and Development team In her role Vanessa, partners with many of Australia’s public sector businesses, government, and community agencies to build better understanding and practices around working with vulnerable consumers. A former lawyer, with 10 years’ practising in commercial disputes and specialising in Financial Services regulation, Vanessa provides key insights into the practical application by organisations of legislative, regulatory and compliance frameworks and the consequential impact to the lived experience of their consumers. Today, Vanessa is an established Organisational Development professional with strategic and operational experience across professional services, corporates, and the not-for-profit sectors. Her expertise encompasses strategic business partnering, organisational change management, development of learning strategies and the design and facilitation of experiential and reflective learning programs to enhance capability in the workplace. Vanessa is committed to leveraging her experience to work with organisations and industries to achieve socially responsible initiatives and fair treatment for vulnerable consumers.
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