Money Wellness Ltd: Debt Services Programme for Supporting People Through Financial Difficulty

Description of the programme

A comprehensive programme that will ensure that your employees have the skills and knowledge to able to provide suitable outcomes to clients, through:

Identification of assistance required by the client and the appropriateness of the service,
Ability to give appropriate direction to clients based on servicing needs (e.g. signposting, referrals, advice),
Identification of required levels of support and limitations of the service available,
Where relevant to role, identification what debt solution is appropriate to the customer based on their individual circumstances,
Where appropriate to the service support clients through applications, negotiations and the initial set up of a solution.

The training can be provided through face-to-face onsite delivery, remote delivery via Teams or Zoom, or as a combination of the two. Availability of face-to-face onsite delivery will be dependant in scheduling.

Pre Requisite Learning / Pathway / Accreditation for Prior Learning

Colleagues joining the organisation who are already have will be asked to provide their certificate to demonstrate their attendance of the course. Where possible a follow up check will be carried out to the previous organisation to validate the certificate and that they fully completed the program and to what standard. Where the colleague is unable to evidence this, they would be required to undertake the full program up to the level of their role.

In order to ensure competency all colleagues with pre-requisite learning will undertake the following (up to the level of their new role):

All knowledge assessments completed with a 80% pass mark required
Case study completion
Full role plays accreditation journey completed to ensure they meet the standard required

Where colleagues do not meet the above requirements, they will undertake aspects of the course that are relevant to the specific gaps (e.g. score under 80% on their bankruptcy assessment – they will go through the full training session and resit the assessment)

What will be presented to a colleague when the complete their program?

Colleagues will be given certified confirmation of each training sessions attended
On full completion of the program, colleagues will be given a certificate that accredits the full program (up the relevant level of role)

Individual Certification

Colleague assessment:

Knowledge assessments throughout the program – all knowledge assessments will require an 80% pass mark
Exercises embedded into training sessions
Q&A opportunity for all learners that are attending the training sessions
Discussions that are embedded into training sessions
Group call listening and levelling activity
Research activities
Feedback accompanied by coaching
Online assessments (eLearning)
Role play accreditation
Systems accreditation (relevant to organisation)
All training attendance is logged on the centralised attendance log

Evidence of programme attendance and completion:

On completion of the programme, all colleagues will receive a certificate to evidence that they have attended the full programme. Where they have not completed the full programme, they will have received individual session certificates or a certificate that reflects the level of accreditation the individual has completed
Where training has been delivered to another organisation, training records will be available on request

What are the outcomes?

This is course is accredited to the debt activity sets described below.

Initial contact activity will involve a member of staff as the first point of contact in the service for the client. They may explain the remit of the service, may gather basic personal information, provide information and/or signpost the client if appropriate.

Support work activity will involve a member of staff providing information relating to the remit of the service, collecting client information, identifying the client’s problem and any related issues, identifying any immediate or urgent priority matters, agreeing appropriate next steps, and signposting or arranging a referral for the client to other services where appropriate.

Advice activity will involve an adviser diagnosing the client's problem(s), giving information and explaining options and helping the client decide between options. The provision of information alone is not advice. Advice can include some action such as referral to another organisation, identifying options and next steps, giving assistance such as form filling and contacting third parties for information. There is no rule about the maximum number of client contacts.

Casework/specialist activity will involve an adviser taking on responsibility for the conduct of a case and/or an adviser taking action on behalf of the client. The adviser drives and manages the case and maintains a continuing relationship with the client. Negotiation, advocacy and representation where appropriate are common features of casework.