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Social Impact Consulting.
Partnering with corporate and government organisations to drive social and commercial impact.
Social Impact Consulting
Driving social impact through expertise and partnership.
We partner with corporate and government organisations to enhance customer experience, strengthen employee satisfaction, meet regulatory requirements and streamline processes. By embedding lived experience into your policies and practices, we help you deliver better customer outcomes — driving both commercial and social impact. The result? Greater customer loyalty, a more engaged workforce and a business recognised for doing what’s right.
"Strategically it has meant so much in terms of helping us understand where our biggest opportunities are to support our customers."
Tangible benefits for your organisation
Meet your regulatory requirements through robust sustainable policy and practice change.
Upskill your workforce, empowering teams with the knowledge and tools to meet the complex needs of customers.
Build the resilience of your workforce, particularly those at higher risk of vicarious trauma.
Boost your brand reputation and lift your net promoter score with improved customer engagement ratings.
Improve debt recovery through more effective conversations with your customers.
Reduce the financial and social hardship of customers, improving customer experience and retention.
Unmatched insight into vulnerability and real-world experience
As part of Uniting Vic.Tas, a community services organisation that’s been supporting people and communities since 1890, Social Impact Consulting offers unique insight into the lived experience of people dealing with various social challenges such as financial hardship, family violence, substance misuse, poor mental health and homelessness.
By combining our real-world experience working with people facing hardship and our deep understanding of the challenges of poverty, trauma and disadvantage, we bring unique insight to your organisation. Paired with our expertise in regulatory requirements, we help strengthen your policies, processes, and practices – supporting your customers, empowering your workforce and improving your financial sustainability while lowering risk exposure.
Our expertise
Understanding vulnerability
Responding with empathy to improve customer outcomes and compliance.
Customer voice
Research and focus groups to inform business strategy, policies and practices.
Strategic approach
Diagnostic reviews that identify gaps and opportunities for growth.
Capability training
Tailored training that equips your team with skills, confidence and resilience.
How do we do it?
We draw on the knowledge and everyday lived experience of both our consumers and colleagues from across Uniting Vic.Tas. During the 2023-24 financial year, Uniting delivered support in the following ways:
11,300 people at risk of eviction or experiencing homelessness were supported to find accommodation.
34,200 Lifeline calls were answered in Melbourne and Ballarat.
6,780 people were supported in recovering from alcohol and other drugs.
111,500 community meals, food hampers and emergency relief parcels were provided to those in need.
3,140 people were supported through their mental health journey.
You're in good hands
For more than 25 years, we’ve partnered with corporate organisations and regulators across a wide range of industries – including banking, finance, telecommunications, energy, water, insurance, debt collection and government.
Together, we’ve helped drive better business, financial and social outcomes for millions of Australians.
Some of our customers include:
Trusted experts in social impact and business transformation
The Social Impact Consulting team has extensive experience working with sector leaders, Big Four banks, startups, ASX200 companies, industry regulators and not-for-profits.
Senior Manager
Janine Rayner
Janine is a purpose-driven senior leader with extensive experience in consumer advocacy, essential services regulation, and leading organisation and sector-level strategy and change initiatives. She brings a deep commitment to social justice and a collaborative, outcomes-driven approach to her work. At Uniting Social Impact Consulting, Janine helps organisations understand consumer experiences and improve their business practices, and advocates to policy-makers and regulators to drive positive and lasting social outcomes.
Training & Development Manager
Nancy Mansour
With over 13 years’ experience at the Energy and Water Ombudsman Victoria, Nancy has extensive insight into the end-to-end consumer experience and the challenges faced by businesses. At Uniting Social Impact Consulting, she helps businesses improve outcomes for vulnerable customers and exceed their business objectives, drawing on her legal expertise, coaching certification, and dedication to driving positive change.
Manager Consulting & Advisory
Vanessa Herskope
Vanessa is a former lawyer with 10 years of experience in commercial disputes and financial services regulation. Now an organisational development professional, she specialises in strategic business partnering, change management, and learning strategies. Passionate about championing socially responsible initiatives, Vanessa helps organisations ensure fair treatment for vulnerable consumers.
Voice of the People Program Officer
Jason Samuel
With over 13 years’ experience in telecommunications focusing on customer experience and business improvement, Jason leads the Voice of the People lived experience focus groups. He brings expertise in customer experience strategy, business transformation, process improvement, and data analytics, enabling partner organisations to gain deep insights into how customers interact, ensuring services are effective, customer-centric, and impactful.
Consulting Partner
Sue Fraser
Sue Fraser OAM is a consumer advocacy leader with over 20 years of experience, recognised with an Order of Australia Medal and multiple prestigious awards. A dynamic speaker, she challenges audiences to explore vulnerability from a strengths-based perspective.
To explore Sue’s insights into vulnerability, check out her TEDx presentation.
Training & Development Consultant
Andrew Arnold
Andrew is an experienced training and development consultant known for his engaging, creative approach to learning. Drawing from his own lived experience and a background in music as a teacher, producer, and performer, he designs training that’s both innovative and impactful. Andrew’s passion for empowering others creates transformative learning experiences that foster real understanding and growth.
Training & Development Consultant
Jennifer Marshall
Jennifer is an engaging trainer with over a decade of experience in the university, TAFE, and RTO sectors. With postgraduate qualifications in public policy, she brings strong policy and content development expertise. Passionate about social justice, Jennifer combines critical thinking and evidence-based insights to help organisations find practical, thoughtful solutions.
Training & Development Consultant
Peter Coburn
Peter brings extensive corporate experience in the telecommunications and finance sectors, combined with deep expertise as a family violence practitioner. Skilled in training and facilitation, he helps businesses understand and respond to consumer vulnerability, drawing on real-world insights. Passionate about creating safer, more equitable communities, Peter works with organisations to better support customers facing hardship.
Senior Manager
Nancy Mansour
Janine is a purpose-driven senior leader with extensive experience in consumer advocacy, essential services regulation, and leading organisation and sector-level strategy and change initiatives. She brings a deep commitment to social justice and a collaborative, outcomes-driven approach to her work. At Uniting Social Impact Consulting, Janine helps organisations understand consumer experiences and improve their business practices, and advocates to policy-makers and regulators to drive positive and lasting social outcomes.
Training & Development Manager
Nancy Mansour
With over 13 years’ experience at the Energy and Water Ombudsman Victoria, Nancy has extensive insight into the end-to-end consumer experience and the challenges faced by businesses. At Uniting Social Impact Consulting, she helps businesses improve outcomes for vulnerable customers and exceed their business objectives, drawing on her legal expertise, coaching certification, and dedication to driving positive change.
Manager Consulting & Advisory
Vanessa Herskope
Vanessa is a former lawyer with 10 years of experience in commercial disputes and financial services regulation. Now an organisational development professional, she specialises in strategic business partnering, change management, and learning strategies. Passionate about championing socially responsible initiatives, Vanessa helps organisations ensure fair treatment for vulnerable consumers.
Voice of the People Program Officer
Jason Samuel
With over 13 years’ experience in telecommunications focusing on customer experience and business improvement, Jason leads the Voice of the People lived experience focus groups. He brings expertise in customer experience strategy, business transformation, process improvement, and data analytics, enabling partner organisations to gain deep insights into how customers interact, ensuring services are effective, customer-centric, and impactful.
Consulting Partner
Sue Fraser
Sue Fraser OAM is a consumer advocacy leader with over 20 years of experience, recognised with an Order of Australia Medal and multiple prestigious awards. A dynamic speaker, she challenges audiences to explore vulnerability from a strengths-based perspective.
To explore Sue’s insights into vulnerability, check out her TEDx presentation.
Training & Development Consultant
Andrew Arnold
Andrew is an experienced training and development consultant known for his engaging, creative approach to learning. Drawing from his own lived experience and a background in music as a teacher, producer, and performer, he designs training that’s both innovative and impactful. Andrew’s passion for empowering others creates transformative learning experiences that foster real understanding and growth.
Training & Development Consultant
Jennifer Marshall
Jennifer is an engaging trainer with over a decade of experience in the university, TAFE, and RTO sectors. With postgraduate qualifications in public policy, she brings strong policy and content development expertise. Passionate about social justice, Jennifer combines critical thinking and evidence-based insights to help organisations find practical, thoughtful solutions.
Training & Development Consultant
Peter Coburn
Peter brings extensive corporate experience in the telecommunications and finance sectors, combined with deep expertise as a family violence practitioner. Skilled in training and facilitation, he helps businesses understand and respond to consumer vulnerability, drawing on real-world insights. Passionate about creating safer, more equitable communities, Peter works with organisations to better support customers facing hardship.
FAQs
Who are we?
Social Impact Consulting is a part of Uniting Vic.Tas, a community services organisation that’s been supporting people and communities since 1890 to reduce the impact of poverty, trauma and disadvantage. With the combination of our scale, expertise and the heart that comes with deep community understanding, we use our voice to break systemic cycles of disadvantage. including as an influential voice and advisor to government on issues of consumer hardship.
What do we mean by vulnerability ?
According to The Essential Services Commission, “A person experiencing, or at risk of experiencing, vulnerability is someone who experiences barriers to accessing or engaging in the essential services we regulate or administer. As a result of those barriers, that person experiences economic and/or social exclusion or harm. Barriers include event-based circumstances, systemic factors and market-based factors”.
Building on this, Uniting Vic.Tas reaffirms that vulnerability is not something you are. Vulnerability is something that can happen to anyone, any time. This could be due to a life event, service design or systemic factors.
What is a Diagnostic Review?
A diagnostic review is a structured and collaborative consulting process designed to help organisations review their approach to support customers experiencing vulnerability and assist in defining how they work with their customers to address their needs.
Our diagnostic reviews provide clear, actionable recommendations that support organisations in delivering customer-centric solutions, improving engagement with vulnerable customers, and achieving sustainable business outcomes. By implementing these insights, businesses can strengthen their overall customer strategy and enhance long-term business performance.
