FDV and the Banking Code of Practice
Training content has been developed in line with the guiding principles set by the Australian Banking Association (ABA) and the Banking Code of Practice to highlight banking-specific examples of customer vulnerability and financial abuse.
eMatrix programs have been designed to upskill frontline staff and specialist teams with the ability to better engage with customers, identify vulnerable customers, and to achieve the right balance between the commercial outcomes sought and the needs of the customer, whilst managing staff wellbeing.
Looking to customise content for your bank?
eMatrix is here to support you in understanding how customers may disclose family or domestic violence situations to your teams and in particular, how financial abuse may present. Customisation works best by including your case studies and re-enacted calls and/or policies to the training, for context in how it relates to your account management.
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
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