Case study

Judy Douglas

Bobby Goldsmith Foundation

From corporate to financial counselling: a life-changing path

I spent many years in corporate communications, but once a week, I stepped into a completely different world — volunteering as a Lifeline crisis supporter. Those conversations, often with people in extreme distress, were raw, human, and impactful. They were also anonymous and fleeting: 20 minutes with someone you’d never meet and would never hear from again.

One night, during a shift at Lifeline, I picked up a leaflet about financial counselling. It looked like a chance to help people in a more practical, long-term way — supporting them not just emotionally, but through complex financial hardship that often sits beneath the surface of personal crisis.

Fortunately, I was at a stage in life where I could make a career change, and I’m not alone in taking this path. Financial counsellors come from all walks of life — I’ve met colleagues who were formerly lawyers, teachers, tax accountants, social workers, even hairdressers.

Working with creditors — an unexpected (and valuable) collaboration

Before I became a financial counsellor, I assumed our role would be adversarial — fighting on our clients’ behalf against ‘the system’. What I discovered is a far more collaborative landscape. I find that most creditors, especially those with dedicated financial hardship teams, are genuinely open to listening, understanding, and working with clients and their financial counsellors.

As financial counsellors, our job is to advocate for our clients, often telling their stories in ways they can’t tell themselves. Life happens; people lose jobs, fall ill, have accidents, or experience relationship breakdowns. Some face even more complex challenges, like addiction, trauma, mental illness, or domestic violence. And when life unravels, finances often fall apart too.

In this space, financial counsellors are the bridge between client and creditor, and we can work together with the creditor to find flexible solutions that benefit everyone. This can mean negotiating a short-term pause on repayments, setting up a manageable payment plan, or in some cases, discussing options like selling assets or bankruptcy. Occasionally, when recovery isn’t possible, it may mean advocating for a debt waiver. Each solution is as unique as the client themselves.

A voice when it’s most needed

Many people in financial hardship are overwhelmed — not just by the numbers, but by shame, fear, and isolation. They dread answering the phone or opening their mail. Final notices and legal threats loom large, and often, they have no one to confide in.

That’s why one of the most powerful things a financial counsellor can say is, “I can speak to them for you.” The relief that floods in when someone realises they’re no longer facing it alone — it’s palpable.

Practical solutions, profound impact

One client I worked with was in significant arrears on his strata fees and facing legal action that could have cost him his home. Together, we met with his bank, secured a small loan to clear the arrears, and set up an affordable repayment plan for his future fees. The bank listened, responded quickly, and helped keep a roof over his head. For him, the outcome wasn’t just practical — it was, in his words, “life-saving.”

A profession like no other

Being a financial counsellor is deeply rewarding, and it’s also incredibly diverse. No two days are the same. One moment I’m researching low-fee bank accounts, the next I’m diving into the rules around early access to superannuation. Every client brings a new story, a new challenge.

Financial counselling is everything I hoped it would be — and more. It’s a profession that’s often overlooked, but in truth, it’s one of the most dynamic, impactful roles I’ve ever encountered. You never know what’s going to walk through the door — but every time it does, you know you’re doing work that matters.

How can creditors help?

  • Early referrals to financial counselling for better outcomes
  • Trained staff, including a hardship team
  • A direct phone line to the team makes life much easier
Judy and client
Judy and client - click to download