Customers don’t always tell you explicitly they are experiencing family and domestic violence, and often may not know themselves. The training has been designed to help your staff identify the indicators and know how to support the customer whether the customer chooses to share or not.
This training will provide your staff with the approach and language to use, particularly where the abuse may have impacted the customer’s capacity to manage their finances, leading to debt. And equally as important, we provide strategies to look after staff wellbeing.
TRAINING PACKAGES
AWARENESS FOR ALL STAFF & MANAGERS
- Raise awareness and learn the types of family and domestic violence
- Common myths around FDV
- Understand barriers to disclosing
- Learn from those with lived experience who share their stories
- Identify indicators of people experiencing FDV
Face to face (or virtual) – 2 hours
Online – 1 hour
MANAGING CUSTOMER DISCLOSURE
- Identify the triggers with active listening
- Acknowledge the customer’s disclosure with empathy statements
- Apply questioning techniques in a non-judgmental way
- Learn how to manage the call, know what questions to ask and what path of action to take
- Ways to conduct a warm handover when transferring the call
Face to face (or virtual) – 2 hours
Online – 1 hour
MANAGING
STAFF
DISCLOSURE
STAFF
DISCLOSURE
- Understand the impact on individuals in the workplace
- Learn about the subtle signs that someone is experiencing FDV and the best approach – what is both helpful and unhelpful
- Learn what support services to recommend
- Respecting privacy and confidentiality
Face to face (or virtual) – 2 hours
Online – 1 hour
WELLBEING & RESILIENCE FOR STAFF
- Understand how to manage your own mindset
- Identify the signs of stress and burnout, what triggers them for you and how to manage before they get out of control
- Understand the stress bucket and how to open the release valve
- Learn how to de-brief in a constructive way – not by ‘dumping potatoes’ on those around you
Face to face (or virtual) – 2 hours
Online – 1 hour
CULTURAL AWARENESS FOR OFFSHORE TEAMS
- An overview of Domestic Violence in the Philippines
- Understand the definition of family and domestic violence
- Gain insight into types and help available in Australia
- Identify what events cause spikes in rates
- What makes some groups more vulnerable than others
Face to face (or virtual) – 2 hours
Online – 1 hour
Need more specialised training? Face to face and virtual training is also available.
FACE TO FACE & VIRTUAL TRAINING
RECOGNISING DOMESTIC VIOLENCE
Delivering domestic violence awareness training empowers your team to recognise high risk customers quickly and provide the right recommendations in highly sensitive and challenging customer situations.
At eMatrix we implement a sensitive and compassionate approach, across family violence training that allows for early identification of a vulnerable customer experiencing family violence. This can then increase the opportunity to empower customers to make a choice that works best for their situation.
Through domestic violence training your team will also learn valuable tools in self-care and building resilience when dealing with challenging and potentially distressing circumstances. This includes education in external support services.
PROVIDING FAMILY VIOLENCE STAFF DISCLOSURE TRAINING
As well as being exposed to customers facing family violence your staff members may also find themselves in a position where a colleague discloses to them that they, or someone close to them, is experiencing domestic or family violence.
Staff disclosure occurs when an individual reveals to a Manager, Human Resources or a trusted colleague that they have directly experienced or perpetrated violence. The disclosure may even include the domestic violence happening to a close family member or friend.
Your staff are not counsellors but by providing them with staff disclosure training they can learn how best to support someone who confides in them their experience of domestic violence. This includes staff awareness around the different types of violence, remembering that family violence does not have to be physical, as well as coaching in how to listen and respond with empathy, education in what practical support is available and most importantly, how to empower the individual to make their own choices, in their own time.
TRAINED BY YOU
HOW IT WORKS
Due to the sensitive nature of this topic, the ideal way to deliver this type pf program is through a blended approach, meaningour train-the-trainer is supported with an on-line training that can be delivered in small workshops or through e-learnings, with leaders or support staff present and available if needed.
WE MAKE IT EASY THROUGH FLEXIBLE OPTIONS
- Subscribe annually or buy outright
- Run it as an e-learning (supported by liaisons) or as a leader-led session
- Access the content from the eMatrix Learning Portal or download into your own Learning Management System
INCLUDED
The eMatrix team work closely with organisations providing:
- eMatrix Master Class – a liaison and support program for nominated leaders/liaisons
- Detailed instructor guides including frequently asked questions to assist nominated liaisons with roll out of the program internally and to help provide context around the requirement for the program.
- Tips for navigating sensitive issues that may arise during training
- Quick reference guides for staff including suggested language, approaches and support services
- eMatrix support during and post roll-out
We will provide you and your team the comms you need to email out to staff to assist with the training being a business-as-usual upskill, and nothing for people to feel nervous about!
”Thank you Jodie and the team at E Matrix for your partnership with us at a very pressured time to support our delivery of Family Domestic Provisioning. Your expertise, compassion and commitment to supporting our business, people and customers was phenomenal! You made a difficult and challenging delivery solution seamless and positive working together to overcame any challenges and the results were outstanding. Thank you so much for all your hard work and dedication!
Bianca - Business Readiness & Capability ManagerOrigin Energy