Since then, our Relationship Management and Education team have regularly attended FCAWA events on GESB’s behalf. The team came to the realisation that more support was needed to assist regional counsellors and their clients; a significant portion of which were GESB members and Aboriginal and/or Torres Strait Islander peoples.

‘The types of assistance FCAWA counsellors provide to our members include consolidation of super, insurance claims, financial hardship requests and dealing with deceased estates,’ Manager, Relationship Management & Education Emlyn Whetnall said.

‘It became clear through discussions with counsellors that their clients can face unique challenges when making claims or requests – not only because of their remote location and cultural barriers, but because they may not have access to computers, email or phones.

‘It is also apparent that the counsellors are not aware of the unique untaxed schemes that GESB administers and the impact of State Legislation on outcomes and processes for our members.’

Our Relationship Managers identified an opportunity to partner with FCAWA to assist in escalating unresolved matters, adapting new processes where appropriate and assisting financial counsellors to support our members.

Helping people in financial hardship

GESB's partnership with FCAWA also provides the opportunity to ask counsellors about their experiences working with GESB on behalf of their clients. Their feedback has proven useful in helping us to review and adapt our processes to overcome common challenges and obstacles experienced by counsellors, ultimately assisting our members.

‘Building and maintaining a strong connection to, and relationships with, regional counsellors who are often advocating on behalf of our most vulnerable members is very rewarding and worthwhile,’ Emlyn said.