FEATURES
MENTAL HEALTH
Keeping wellbeing front of mind With a strategy for ensuring that mental ill-health is not a barrier in the workplace, Westpac has some tips and encouragement for mortgage brokers who might be struggling with their own mental health, or that of their clients THE SUSTAINED disruption caused by COVID-19 has impacted millions of people’s lives across Australia, and with that comes a strain on mental health. In fact, last month, Lifeline recorded its highest-ever number of calls in one day, with 3,345 calls made to the organisation on 3 August. But as brokers continue to work with borrowers who may be in difficult financial situations during the pandemic, major bank Westpac reminds them that they are not psychologists and therefore are not expected to counsel their clients. It’s not just borrowers who are struggling with their mental health; having conversations with these borrowers can take a toll on brokers’ mental health as well. Not to mention the stress of running a business, particularly during a pandemic and with financial worries of their own, while facing long hours and often lonely stretches of time.
MENTAL HEALTH RESOURCES National Debt Helpline: 1800 007 007 Small Business Support line: 1800 413 828 Relationships Australian: 1300 364 277 Beyond Blue – 24/7 coronavirus support line: 1800 512 348 Lifeline – 24/7 telephone counselling service: 13 11 14
Westpac has a workplace mental health strategy based on the notion that mental ill-health does not discriminate or preclude someone from being a great contributor or performer. It works to improve the psychological health and safety of its workforce
“The more we prioritise our own wellbeing, the better we’re able to face the challenges we’re experiencing during the ongoing COVID-19 pandemic” Katie Botha, Westpac 32
through best practices and education. “The pandemic has accentuated the importance of investing in our mental health and wellbeing and has encouraged a proactive movement across the mental health domain,” says Westpac Group’s mental health officer, Katie Botha. “People are continuing to recognise that it’s OK not to be OK, and an increase in stress levels, concern and anxiety are all very normal human reactions to an exceptionally abnormal situation. “The more we recognise this, the better we can become at supporting each other and encouraging early help-seeking behaviours when people encounter significant life events, or when we see emerging signs of compromised mental health and wellbeing.”
Supporting borrowers’ mental health If a broker does identify any situational stressors or changes in a customer’s typical behaviour – or indeed, that of one of their colleagues – Botha says it’s important to acknowledge the concern and have an open conversation, but then refer them to a professional support service. Brokers are in an important position for early identification and intervention at the first signs of potential vulnerability, she says. “Often brokers are engaged for financial support when a person experiences a
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