Spotlight: FCIF Grantees

CatholicCare Wilcannia-Forbes

Project will develop an AI-powered chatbot and phone intake system to streamline access to financial counselling for rural and remote clients. The system will enable 24/7 triage, reduce wait times, improve client readiness and support future sector-wide adoption. 

Financial Counselling Australia Ltd (FCA) 

FCA will prototype a digital platform using Open Banking to automate bank data retrieval and streamline Statement of Financial Position (SoFP) preparation. Building on a successful pilot, the platform will reduce admin time, improve accuracy and strengthen sector-wide service capacity through centralised access. 

Financial Counselling Queensland 

FCQ will develop a technical casework support service for financial counsellors, combining expert advice with an AI-powered chatbot to streamline case notes and improve service efficiency. The project aims to reduce admin burden, support professional development and enhance capacity, particularly for new, regional and remote workers, with potential for national rollout. 

Financial Counselling Victoria

FCVic will partner with FCAN and Infoxchange to deliver a digital transformation roadmap including a review of client management systems, development of an ethical AI framework and access to an AI-readiness assessment tool. The project aims to reduce admin burden, improve interoperability and support values-aligned innovation across Victoria and NSW.

Financial Counsellors Association NSW

FCAN will test AI-powered interpreter platforms to improve access for CALD clients. By trialling these tools in real-world settings, the project aims to reduce reliance on third-party interpreters, cut wait times, lower costs and enhance engagement. A best practice blueprint will be developed to support broader sector adoption.  

Good Shepherd Australia New Zealand 

Good Shepherd will develop an AI-assisted triage and referral tool to improve access, prioritisation and efficiency across Good Shepherd’s financial counselling services. The tool will use natural language processing to assess client needs and streamline intake and data entry with potential for sector-wide use.

Central Coast Region Financial Counselling Service

Central Coast Region Financial Counselling Service is enhancing the Statement of Financial Position (SoFP) by turning it into a smart digital worksheet. This upgrade will cut admin, speed up client support, and deliver more consistent outcomes. It will integrate with forms (like authority letters), tracks client finances over time, and assist with drafting letters to creditors using AI - all in a scalable and agency-agnostic way.

Redgum Justice

The Centre will explore how AI can support financial counselling case management. The project will evaluate tools for booking, transcription and drafting and develop a legal and ethical guide for the sector. Findings will be shared to support safe and consistent AI use. 

South East Community Links 

SECL will develop and pilot BILLY, an AI-powered multilingual tool to support high-volume Bring Your Bills events for CALD and First Nations clients. The tool aims to digitise intake, provide chatbot-based navigation and improve triage and accessibility. It aims to save up to 20 minutes per client and produce a model for broader use.  

South East Community Links 

SECL will develop and test AI tools that automate key admin tasks such as debt summaries, financial statements and case notes. The project will be co-designed with sector input and delivered in partnership with AI consultancy Alyve.  

Tenants Victoria 

Tenants Victoria will pilot live-chat and AI-assisted financial counselling including after-hours access for renters in financial stress. An AI virtual assistant will provide immediate triage and basic support easing pressure on phone lines and improving accessibility.