Supporting members experiencing vulnerability

About this event

This practical 1.5-hour virtual workshop is designed to support frontline staff to recognise the signs of vulnerability and provide appropriate, respectful and accessible support tailored to each member’s needs. It covers key characteristics of vulnerability, relevant regulatory obligations, early warning signs, member-focused communication strategies, and appropriate referral pathways.

 

Learning outcomes

After attending this workshop you will be able to:

  • define what vulnerability means in the context of superannuation and financial services and explain its key characteristics
  • understand regulatory and organisational responsibilities
  • recognise potential signs and indicators of vulnerability
  • explain common triggers that can cause vulnerability
  • respond in an appropriate manner to support and assist members experiencing vulnerability
  • understand when, how and where to refer members to specialist teams or external support
  • apply strategies for self-care and resilience.

 

Who should attend?

This workshop is designed for member services teams, contact centre staff, complaints teams, frontline staff, case managers, and anyone engaging directly with members.


How you’ll learn

1.5-hour virtual workshop.

ASFA’s virtual workshops are a live and interactive learning experience. Participants can engage with industry-leading presenters who are experts in their field, together with their peers, just like they would at an ASFA face-to-face workshop. It is a unique opportunity to workshop ideas and concepts in a collaborative online environment facilitated by experts. Virtual workshops are limited to 30 participants to allow for discussion, and to ensure that participants have ample opportunity to ask presenters questions.


CPD Points

1.5 CPD points.

Details

29 September, 2026
1:00pm – 2:30pm

Pricing (incl. GST)

Standard

Member: $245
Non-member: $295
Register

Speakers

Jocelyn Furlan

Non-Executive Director and Chair, Furlan Consulting; FAICD

Speaker Bio

Jocelyn's career has been built on ensuring the institutions that hold their futures are governed with rigour, accountability, with members genuinely at the centre.

She is a Non-Executive Director and Chair with three decades of experience across Australia's most complex financial services organisations, including Aware Super, ANZ Staff Super, Perpetual Super, and Equity Trustees Superannuation Limited. She chairs audit, risk, and governance committees through mergers, regulatory reform, and major technology transformation, with oversight of $200B+ in assets.

Her foundation is law and commerce. She's a Fellow of the Australian Institute of Company Directors, a Life Member of ASFA, and former Chairperson of the Superannuation Complaints Tribunal — a role that gave her rare insight into what governance failure costs members, and what best practice prevents it.

Through Furlan Consulting and FM Super Resolutions, she advises financial services providers on member centricity and dispute resolution. She also speaks regularly on governance, leadership, and complaints resolution.

Speakers

Jocelyn Furlan

Non-Executive Director and Chair, Furlan Consulting; FAICD

Speaker Bio

Jocelyn's career has been built on ensuring the institutions that hold their futures are governed with rigour, accountability, with members genuinely at the centre.

She is a Non-Executive Director and Chair with three decades of experience across Australia's most complex financial services organisations, including Aware Super, ANZ Staff Super, Perpetual Super, and Equity Trustees Superannuation Limited. She chairs audit, risk, and governance committees through mergers, regulatory reform, and major technology transformation, with oversight of $200B+ in assets.

Her foundation is law and commerce. She's a Fellow of the Australian Institute of Company Directors, a Life Member of ASFA, and former Chairperson of the Superannuation Complaints Tribunal — a role that gave her rare insight into what governance failure costs members, and what best practice prevents it.

Through Furlan Consulting and FM Super Resolutions, she advises financial services providers on member centricity and dispute resolution. She also speaks regularly on governance, leadership, and complaints resolution.