Rethinking hardship
assistance
Working from the broader context
Dean Lombard
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
• Proactive and empathic communication
• En...
VCOSS — a strong voice for the community sector, a collective voice for change
• Guidance and training
• Good referral pro...
VCOSS — a strong voice for the community sector, a collective voice for change
• All staff
• All customers
• All external ...
VCOSS — a strong voice for the community sector, a collective voice for change
• Training as appropriate right across the
...
VCOSS — a strong voice for the community sector, a collective voice for change
• Fundamental, but not universal
• Help, no...
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
Thank you
For more information…
Dean Lombar...
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Dean Lombard - VCOSS - Rethinking hardship assistance: working from the broader context

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Dean Lombard delivered the presentation at the 2014 Collections and Hardship Programs in Utilities, Banks and Telecommunications Conference.

The 2014 Collections and Hardship Programs in Utilities, Banks and Telecommunications Conference explored ways to manage the complex issues with recovering debt in utilities, telecommunications and financial sectors.

For more information about the event, please visit: http://www.informa.com.au/hardshiputilities 14

Published in: Business, Technology
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  • Ten years ago, energy disconnections were on the upswing and there was a growing public conversation about energy hardship and in particular the rough edges of the newly privatised energy market. As the Victorian Government was embarking on the Hardship Inquiry, the Committee for Melbourne, under the auspices of the United Nations Global Compact, was quietly commencing the Utility Debt Spiral Project (an endeavour of such insignificance is is not even mentioned on hype history page of their website).
  • Dean Lombard - VCOSS - Rethinking hardship assistance: working from the broader context

    1. 1. Rethinking hardship assistance Working from the broader context Dean Lombard
    2. 2. VCOSS — a strong voice for the community sector, a collective voice for change
    3. 3. VCOSS — a strong voice for the community sector, a collective voice for change
    4. 4. VCOSS — a strong voice for the community sector, a collective voice for change
    5. 5. VCOSS — a strong voice for the community sector, a collective voice for change
    6. 6. VCOSS — a strong voice for the community sector, a collective voice for change
    7. 7. VCOSS — a strong voice for the community sector, a collective voice for change
    8. 8. VCOSS — a strong voice for the community sector, a collective voice for change
    9. 9. VCOSS — a strong voice for the community sector, a collective voice for change
    10. 10. VCOSS — a strong voice for the community sector, a collective voice for change
    11. 11. VCOSS — a strong voice for the community sector, a collective voice for change • Proactive and empathic communication • Encourage openness and honesty by listening and cooperating • Believe, don't judge • Consider payment history when proposing payment plans • Acknowledge achievements
    12. 12. VCOSS — a strong voice for the community sector, a collective voice for change • Guidance and training • Good referral processes • Good engagement takes time • Plans need to be reviewed periodically • Staff must be empowered • KPIs must be relevant • Learn from welfare agencies, consumer advocates, other utilities, and your customers themselves
    13. 13. VCOSS — a strong voice for the community sector, a collective voice for change • All staff • All customers • All external stakeholders
    14. 14. VCOSS — a strong voice for the community sector, a collective voice for change • Training as appropriate right across the business (including contractors) • Refreshers, reviews • Developed with external input • Covering broader social and cultural issues
    15. 15. VCOSS — a strong voice for the community sector, a collective voice for change • Fundamental, but not universal • Help, not judgement • Information and referral • (Business case?) • (Distinction between conservation and efficiency)
    16. 16. VCOSS — a strong voice for the community sector, a collective voice for change
    17. 17. VCOSS — a strong voice for the community sector, a collective voice for change Thank you For more information… Dean Lombard dean.lombard@vcoss.org.au
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