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It was great to be a part of the Australian Institute of Credit Management (AICM) webinar on Collections & Vulnerability Strategies amid Covid-19. Jodie Bedoya, Director of eMatrix Training, joined Anna Brooks from Lifeline, Rosemarie Price from Ergon Energy and Nicolas Pilavidis, FICM CCE FCPA GAICD from the AICM, to talk about how organisations can better engage and support their customers and staff during this challenging time.

Common consequences of disease outbreaks include a rise in:

  • anxiety and panic
  • depression
  • anger
  • confusion
  • uncertainty
  • financial stress

A Monash University study that was launched to track the mental health effects of the coronavirus crisis has already shown a rise in anxiety and depression in Australians. Anna spoke about the increase in calls to Lifeline in the webinar, and they are now taking a call every 30 seconds! We really need to be mindful of how this is affecting both our customers and staff.

A key takeaway from the webinar is that meeting organisational goals and taking care of your customers and staff don’t have to be mutually exclusive. Now is a critical time to be aware of customer and staff vulnerabilities and to place a priority on hardship, mental health, family violence and resilience training to ensure better outcomes for customers and the well-being of your staff.

AICM Webinar – May 2020


eMatrix Training is a Collections, Vulnerability & Wellbeing Specialists; helping organisations throughout Australia balance their commercial outcomes with hardship/vulnerability and the wellbeing of their staff. Training options can include online modules, train-the-trainer, in person workshops, virtual webinars.

Jodie Bedoya, the Director, can be contacted at 0438 391 500 or