LANGUAGE Lab

Customer Experiencing Homelessness

Homelessness is often misunderstood, and the reality is far more complex than many people realise. Customers experiencing homelessness may face barriers that aren't immediately visible, making it easy to overlook the challenges they are navigating.  

This course helps staff develop a broader understanding of homelessness, challenge common assumptions, and recognise the different ways it can present. By building greater awareness and learning how to adapt your approach, you'll be able to provide respectful, supportive service and create better outcomes for customers experiencing homelessness.
Format

Face to Face or Virtual 

by eMatrix Subject Matter Expert

Content 

Videos & Reference Guide

Course Duration 

2 Hours

Delivery

You Do It or
We Do It

(Train The Trainer Provided)

Write your awesome label here.

Learning Outcomes

  • Awareness of how many Australians are impacted by homelessness​   ​      Learn how to fine-tune your response and adapt your approach
  • Gain insight into the reality of homelessness through challenging our assumptions
  • Understand the different types of homelessness: what is hidden and what is more obvious​
  • Build awareness of the unique challenges faced by customers experiencing homelessness​  
  • Learn how to fine-tune your response and adapt your approach

Created by

Jodie Bedoya

Director
Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.

Alex Daniel

Operations Manager
Alex's expertise within dispute resolution, call quality, hardship and process improvement has enabled him to find a unique balance in facilitation customer engagement, eliminating conflict and debt collection.