Men’s violence against women is a widespread problem in Australia, with enormous individual, community and economic impacts.
This issue is called many different things, including domestic violence, family violence, intimate partner violence, sexual harassment and sexual assault. It includes psychological, economic, emotional abuse and a wide range of controlling, coercive and intimidating behaviours.
As part of White Ribbon Day – a national campaign to reduce men’s violence against women – Mercer has launched a range of support services to help other funds take the first step in creating better lives for their members.
Mercer identified family violence and financial hardship as critical issues for customers of the Mercer Super Trust after receiving over 6000 calls in two years in relation to hardship. Based on our learnings, we have developed a range of resources to help you and your member servicing teams when talking to members, such as:
As an organisation, Mercer has reviewed its fund services to identify where we can make improvements to processes and the overall customer experience.
While our journey has only begun, critical changes have been made to a range of services. These include improving hardship application forms, providing customers with information about free financial counselling, streamlining application processing times and setting up external training for our helpline team to be better equipped when speaking to customers.
“After doing the training I have a greater understanding as to why our members call us frustrated and angry...often it’s a lack of awareness of the free financial support services readily available to them”.
“I now appreciate what we may think is empathetic language, may not be for a member facing hardship or family violence. I understand how I need change my choice of words to better communicate with customers”.
-Mercer Super Trust consultants after attending training session with Kildonan Uniting Care, Nov 2017.
Join Mercer in taking the first step to creating better lives for our members.
Simply download the documents below, open in a PDF Editor (Adobe Acrobat or similar), add your branding and edit the content to suit your members.
*Stats sourced from www.ourwatch.org.au