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(03) 9051 6813
Social Impact Consulting.
We empower organisations to effectively respond to the changing circumstances of their customers experiencing vulnerability and financial difficulty.
Building capability
Training, consulting, focus groups and coaching.
Uniting Social Impact Consulting has earnt an enviable track record in the business and community sector with over 20 years of successful partnerships. We bring the consumer voice to inform our collective expertise and understanding of vulnerability so that you drive better outcomes for your customers and consumers.
Upskill and extend your workforce’s capability to improve financial returns for the business while enhancing your workplace culture and social impact. We provide online and in-person professional development training and coaching.
For better interactions with your customers we use a unique diagnostic approach to assess, understand and map a way forward for your business.
And to bring the lived experience of your customers into your business’ policies and practices, we create and facilitate consumer focus groups, putting your customer at the heart of your business.
Why partner with us?
For the past 20+ years, we have worked across the sectors of banking and finance, essential services, property development, insurance, debt collection and with government regulatory bodies.
Our approach is strengths-based, universal and focused on leading more realistic and effective interactions with consumers. We are valued for our authenticity and insights.
As a community services organisation, Uniting supports those in need including people experiencing homelessness, family violence, mental health issues and financial problems. The work we do is informed by the people we work alongside to drive real, positive social change. That collective expertise and understanding of vulnerability underpins our success.
Benefits
Business culture and staff development:
- Empowered teams with the knowledge and tools to manage complex situations
- Expanded capacity to support people experiencing a range of vulnerabilities
- Increased performance by building staff morale and increasing productivity.
Client retention:
- Improved customer engagement
- Increased customer retention
- Reduced customer complaints.
Brand reputation and business benefit:
- Increased revenue with customer bills paid on time
- Improved net promoter score
- Reduced expenditure related to debt collection.
What we provide
Training development
Diagnostic services
Consulting services
Advocacy
Training development
We design and deliver tailored in-house training to meet your identified organisational needs and aspirations.
All our courses can be provided in house or through remote-delivery.
- Identifying and Understanding Vulnerability
- Respectful Communication Principles
- Dealing with Difficult Situations
- Resilience and Self-Care Principles
- Debriefing Toolkit for Leaders.
Our courses are embedded in the theoretical and practical, ensuring participants have a ready-made toolkit of skills and understanding to apply in their real-world interactions.
Our e-learning modules currently include Understanding Vulnerability and Responding to Family Violence. These modules are an effective way to enact a widescale rollout and ensure uptake across an organisation.
Diagnostic services
Our diagnostic approach provides a powerful transformative tool for your organisation.
Our review provides an in-depth analysis and benchmarking profile, helping the organisation to build on existing strengths and mapping the way forward to better practice and outcomes.
Consulting services
Our team can provide consulting input to assist with the development and integration of new policy and practices within your organisation.
We specialise in policy development and providing support for uptake and embedding practices.
We can review existing policy, frameworks and capability to extend your organisation’s understanding and embed sector-leading practice.
Advocacy
We regularly share our in-depth understanding of consumer vulnerability with other stakeholders.
Our team represents the experiences of consumers experiencing vulnerability to a broad range of consumer consultative panels, customer counsels and industry forums.
The team features engaging speakers and facilitators who inspire insights and ignite discussion.
We regularly facilitate consumer focus groups to inform our thinking and expand our insight into direct consumer experiences.
As one of the largest providers of community services in Australia, we leverage the collective power of our community to continually inform our practice, knowledge and foresight.
Get to know our team
Our team comes from diverse backgrounds in consumer advocacy, financial counselling, academia & training, consultancy, psychology, the law and community outreach. We strive to inspire, inform and ignite.
We have worked with sector leaders, startups, ASX-200 companies, industry regulators and not-for-profits.
We are sought after for our expertise in understanding the real-world experiences of consumers experiencing vulnerability and changing circumstances.
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 Manager
Jason Samuel
With over 13 years’ experience in telecommunications focusing on customer experience and business improvement, Jason leads the Voice of the People program. 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.
