At this year’s Financial Counselling Victoria Conference in Lorne, ICAN Learn proudly launched its brand-new e-Learning platform—a flexible and practical way for professionals across industries to strengthen their knowledge and skills in supporting vulnerable customers.
The first two courses available on the platform are:
- Work with Aboriginal and/or Torres Strait Islander People – providing cultural safety skills, strategies, and awareness for stronger workplace practices.
- Recognise and Respond Appropriately to Domestic and Family Violence – giving professionals clarity and confidence to support customers experiencing DFV.
Why this matters?
Every day, frontline staff in utilities, banking, financial services, and community organisations encounter people facing hardship and complex challenges. These training modules are designed not only to equip workers with practical skills, but also to help organisations meet compliance requirements and strengthen their overall approach to customer vulnerability.
Tracey McCurdy, Executive Officer of ICAN Learn, explained:
“Our e-Learning modules are designed for a wide range of professionals—including utility companies, insurance providers, and banks. These programs provide practical tools that improve practice and help organisations respond more effectively to customer vulnerability.”
What people are saying
The response to the training has already been overwhelmingly positive.
Hannah Cook, Financial Inclusion & Vulnerability Manager at Recoveries Corp, tested the Work with Aboriginal and/or Torres Strait Islander People program and described it as transformative:
“The training was brilliant; the interactivity of the modules made them engaging and practical, and they really aligned with industry needs. Having specialists lead the development ensures these programs truly support frontline workers.”
For Amy Rouse, Customer Care Coordinator at Coliban Water, the Recognise and Respond Appropriately to Domestic and Family Violence course filled an important gap:
“This training was clear, concise, and highly relevant. What stood out most was how it defined professional boundaries outside the family violence sector—something often overlooked in DFV education. It gave me confidence in my role, and I see value in all utility company employees completing it.”
Beyond the basics
The platform isn’t just about knowledge—it’s designed for impact. Learners can take notes throughout the course, download personalised journals, earn certificates of completion, and track progress in real time. Organisations also have the option to customise training with their own policies and branding.
Looking ahead
With this new e-Learning platform, ICAN Learn is helping organisations across Australia build stronger, more confident workforces—ensuring staff are ready to respond to the needs of customers facing financial stress, cultural barriers, or family violence.
It’s not just training. It’s about building safer, more inclusive, and more supportive communities.
Where do I find out more?
If you’d like to find out more about ICAN Learn’s new e-learning platform visit our website: https://icanlearn.edu.au/e-learning-modules/ or email: elearning@icanlearn.edu.au or phone: 03 5471 7777.
