Respond - Intensive Support

This training provides the information for the 'Respond' role in the Conference Financial Wellbeing Service. Please take the time to go through all of the content before you begin your work, as this helps to provide you with the knowledge to undertake your role safely and effectively. 

Please make a note of any questions that you might have so that you can speak to your supervisor or contact person about them.

You should set aside approximately 35-45 minutes to view all of the content.

To access further courses on the Learning Path, close the current window once you have completed the content.


Are we really helping?


Practical Listening Skills

Practical listening skills


Listening and communication checklist


Demonstrating empathy is:

  • Telling the other person not to worry
  • Listening to the other person’s feelings
  • Inappropriate when talking about money
  • Feeling sorry for the person we assist

Listening skills quiz

Practical listening skills presentation

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Budget Counselling

The GROW model

The GROW questioning model can help:

  • Uncover a person’s issues
  • Mutually explore options
  • Others to take control of decision making
  • All of the above

Money plan expenses


Money plan simple


When choosing which credit card to pay off first, what options could we mutually explore:

  • Choose credit card with the highest rate
  • Choose the card with the smallest debt
  • Stop using all but one of the cards
  • All of the above

What if people are having trouble paying off their credit card?

  • Let them know how hopeless they are
  • There is no case for financial hardship
  • They need to see their creditor ASAP
  • We need to see their creditor ASAP

Money traps, leaks and scams


High interest rates and low repayments mean:

  • It will take a long time to pay off debt
  • We need to negotiate a better deal
  • There are no other options
  • Debt can never be repaid

No Interest Loan Scheme (NILS)


Budget counselling helps clients by:

  • Providing food vouchers to get them through the week
  • Telling clients what is the best way to live their lives
  • Mutually exploring options with the client
  • Sometimes referring them back to the conference for a home visit

When should I refer to a Financial Counsellor:

  • Only if the person can pay for the service
  • Debt is complex and negotiation needed
  • Only after you have tried to help 3 times
  • If the person is gambling

St Vincent de Paul Society provides budget counselling to:

  • Provide a hand up
  • Provide a hand out
  • Negotiate better credit options
  • Provide advice to people we assist

Budget counselling presentation

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Mental Health Awareness

Mental health FAQ

Mental health for carers

Mental health myth buster


Mental health sources of help

Sexual assault responding with compassion


Suicidal thoughts and behaviours


Trauma informed practice

Questions you could ask


Case studies with questions


Mental health quiz

  • If a person who is depressed does not want to seek professional help, it is important to force them to if you can
  • Exercise can help relieve depression
  • Recovery from anxiety disorders requires facing situations which are anxiety provoking
  • Antidepressant medications can be an effective treatment for most anxiety disorders
  • When interacting with a person with psychosis, don’t offer them choices of how you can help because it could add to their confusion
  • A person with a psychotic illness is less likely to relapse if they have a good relationship with their family
  • A good way to help a person with a drug or alcohol problem is to let them know that you strongly disapprove of their substance use
  • People with mental illnesses are more likely to be smokers
  • It is not a good idea to ask someone if they are feeling suicidal in case you put the idea in their head
  • If a person is cutting themselves to cope with emotional distress, you should avoid expressing a strong negative reaction to the self-injury
  • It is best to get someone having a panic attack to breathe into a paper bag
  • If someone has a traumatic experience, it is best to make them talk about it as soon as possible
  • It is best not to try to reason with a person having delusions
  • If a person is intoxicated with alcohol, it is not possible to make them sober up more quickly by giving them strong coffee, a cold shower or taking them for a walk
  • If a person becomes unconscious after taking drugs, it is best to lie them on their side rather than on their back
  • If a mentally ill person becomes aggressive, they will generally calm down if spoken to firmly

Mental health awareness presentation

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