Shae Robbins
Financial Counsellor with Consumer Action Law Centre, Melbourne
Video here
Why did you become a financial counsellor?
I was working for the Salvation Army as a receptionist and I was looking for a career change. And I spoke to some of the financial counselors there and found it was a very interesting and different role. And so, I was able to get in contact with someone who could get me into the training and then from there I did the course and then started working at the National Debt Helpline.
What’s the most rewarding part of your work?
Being able to give clients their options and hear their relief when you tell them what their options are and explain to them what their rights are. It’s so rewarding because they’re just so relieved and so happy to know that they’ve got rights and options and that they’re not stuck in their situations.
Can you share a specific moment for a client that reminded you why this work really matters?
I had a client before who had a big utility bill that was over $10,000. I discussed that because they were on a Centrelink payment and it was just too hard for them to pay and so I discussed that they could talk to their utility provider about getting a waiver. I actually helped them write a letter to provide to the utility company and with that I was able to get a waiver for them. They were overwhelmed and extremely happy and relieved because it meant it was one less debt that they had to worry about.
What kinds of issues are you most commonly helping people with right now?
A lot of people are calling with tax sets at the moment and mortgage repayments as well because of the interest rate hike. With the mortgage repayments comes all the other bills and debts that they have to juggle as well. Having housing stress is quite a big thing because they’re worried about losing their house, they’re worried about not having a roof over their head for their family and it causes mental health and stress and then it can have an impact on their well-being and sometimes impacting the relationship they have with their family because they’re trying to juggle everything and keep supporting their families.
Generally if people are having difficulty paying for their house debts, then their other bills are behind as well because they just don’t have enough money to go around. And so, either they’re prioritising the mortgage, but then that means they can’t afford everything else, or they’re prioritising the other bills and not realizing that they’ve got to pay for the rent and the mortgage and that there are consequences if they don’t pay.
Anything to add?
It is a unique position to be in and there aren’t many jobs like this that can actually give clients such a great outcome and a great change to their situation.