The Money Guidance Competency Framework
Technical knowledge domains

1. Knowing your customer

This domain is about understanding who the customer is and their needs – which they may or may not be aware of – and draws on many of the cross-cutting behaviours and skills that underpin practice. It requires the practitioner to develop an understanding of their customers, including background, circumstances, expectations and goals.

1.1.1Ask questions and listen carefully to the customers’ responses, clarifying when appropriate, to determine the complexity and urgency of need
1.1.2Awareness of the holistic nature of money guidance, and that many areas are linked (e.g. debt and benefits; homes and mortgages and borrowing etc.)
1.1.3Awareness of the ways in which life events can affect an individual’s circumstances, for example:
Illness
Having a baby or child, including adopting and fostering
New job, moving jobs, redundancy
Bereavement
Divorce, separation and relationship breakdown
Major purchases
1.1.4Awareness of the ‘red flags’ indicating urgent need and/or vulnerability, and how to identify them:
Risk of self-harm/safeguarding risk
No food
Risk of homelessness
Bailiff/sheriff officers and/or enforcement action
Economic and financial abuse
1.1.5Awareness of Power of Attorney and third party access
1.1.6Awareness of scams and what to do if a customer has been the subject of a scam
1.2.1Ask detailed and probing questions, listening carefully to:
Understand customers’ own awareness of their need and their level of prior understanding
Understand if customers’ circumstances have recently changed or if they are likely to
Explore options, their pros and cons and whether alternatives might be more suitable (e.g. saving instead of borrowing) to the customers’ circumstances
Identify any additional problems or needs
1.2.2Ask detailed and specific questions about customers individual circumstances which may include personal data and sensitive information
1.2.3Help customers to identify their own issues, goals and priorities, including any potential challenges or barriers
1.2.4Check customers’ understanding of their options, assessing their level of understanding through questioning
1.2.5Clarify customers’ goals, expectations and, where appropriate, an understanding of the service and its policies
1.2.6Conduct research
Into local, regional and national agencies for signposting and referrals
To identify up to date information concerning the customers’ need or issue
To find out, understand and use evidence and insight that relates to delivering money guidance
1.2.7Understand how much information should be provided for different types of customers/what type of information is suitable
1.2.8Understand how to address concerns about fraud or identity theft
1.2.9Facilitate customers to act on their own behalf, where appropriate with the aim of empowering them to manage their own affairs and change behaviours.

Here you will find further information to help meet the competencies in the framework and in doing so your customers too.

It includes relevant training and qualifications to the particular domain (identified by a mapping exercise carried out in 2019). These links are provided for your information and should not be interpreted as approval or endorsement of the materials.

It also includes links to further information on a range of relevant domain topics. Many of these links go to the MAS website, where you can get up to date information on most of the topics along with links to other organisations and sources of support.

This information is by no means exhaustive but our intention is that it will strengthen and grow over the course of the future programme.

We have put together a directory of further information to help you meet the competencies in the framework that will also support the people you help too.

It includes relevant training and qualifications for each domain (identified by a mapping exercise carried out in 2019).

The links to training and qualifications are provided for your information and should not be interpreted as approval or endorsement of the materials. Before signing up, it is important to check the credentials of the organisation if you are not familiar with them.

Things to think about include:

  • Will you get professional or recognised accreditation?
  • Can you get recommendations from your network?
  • Could you negotiate discounts by grouping together with other practitioners?

There are also links to further information on a range of relevant domain topics. Many of these links go to the MAS website, where you can get up to date information along with links to other organisations and sources of support. You can signpost people to these sources or use them as a basis for direct guidance. This information will be very useful for supporting your skills and knowledge in Tiers 1 and 2 technical domains.

Bear in mind this information is intended as a starting point and we plan to add further resources as we become aware of them to create a comprehensive database that will strengthen and grow as the programme develops.

Please do let us know of any training, qualifications or information resources that you use and think would help other practitioners by sending an email to MoneyPractitioners@MaPS.org.uk.

Qualifications

OCNLR Level 2 Award in Information Advice or Guidance

Gateway Qualifications Level 3 Award In Information Advice or Guidance

NOCN Level 2 Award in Information Advice or Guidance

TQUK Level 4 NVQ Diploma in Advice and Guidance (RQF)

FAQ Level 2 Award in Information Advice or Guidance

OCNLR Level 3 Award in Information Advice or Guidance

OCN NI Level 3 Certificate in Generalist Advice

NCFE CACHE Level 2 Certificate in Information Advice or Guidance

NOCN Level 1 Award in Information Advice or Guidance

OCNLR Level 2 Certificate in Information Advice or Guidance

iCQ Level 4 NVQ Diploma in Advice and Guidance (RQF)

OCR Level 4 NVQ Diploma in Advice and Guidance

NOCN Level 2 Certificate in Information Advice or Guidance

OCNLR Level 1 Award in Information Advice or Guidance

Gateway Qualifications Level 2 Award In Information Advice or Guidance

TQUK Level 3 NVQ Certificate in Advice and Guidance (RQF)

ProQual Level 2 Certificate in Supporting Access to Legal Advice

NOCN Level 3 Certificate in Information Advice or Guidance

SFJ Awards Level 3 Award In Providing Initial Legal Advice

Ascentis Level 3 Award in Information Advice and Guidance

VetSkill Level 2 Award in Information Advice or Guidance

ProQual Level 3 Award in Providing Initial Legal Advice

SFJ Awards Level 2 Certificate In Supporting Legal Advice Provision

iCQ Level 3 NVQ Certificate in Advice and Guidance (RQF)

Ascentis Level 3 Award in Advice and Guidance

AIM Awards Level 2 Certificate in Delivering Information Advice or Guidance

BIIAB Level 3 NVQ Certificate in Advice and Guidance

Skillsfirst Level 3 NVQ Certificate in Advice and Guidance (RQF)

City & Guilds Level 3 NVQ Certificate in Advice and Guidance

City & Guilds Level 4 NVQ Certificate in Advice and Guidance

BIIAB Level 4 NVQ Diploma in Advice and Guidance

OCR Level 3 NVQ Certificate in Advice and Guidance

OCR Level 4 Diploma in Career Information and Advice

TQUK Level 2 Certificate in Information Advice or Guidance (RQF)

Ascentis Level 2 Award in Information Advice and Guidance

NOCN Level 3 Award in Information Advice or Guidance

Skillsfirst Level 4 NVQ Diploma in Advice and Guidance (RQF)

Open College Network West Midlands Level 2 Award in Delivering Information Advice or Guidance

SFJ Awards Level 2 Certificate in Supporting Access to Legal Advice

Open College Network West Midlands Level 1 Award in Principles of Information Advice and Guidance

AIM Awards Level 2 Award in Welfare Support Information and Advice

Agored Cymru Level 3 Diploma in Advice and Guidance in Wales

Agored Cymru Level 4 Diploma in Advice and Guidance in Wales

Agored Cymru Level 3 Certificate in Advice and Guidance in Wales

Agored Cymru Level 4 Certificate in Advice and Guidance in Wales

Open Awards Level 2 Certificate in Delivering Information Advice or Guidance (RQF)

Open College Network West Midlands Level 3 Award in Delivering Information Advice or Guidance

Open Awards Level 3 Certificate in Information Advice and Guidance (RQF)

Focus Awards Level 4 NVQ Diploma in Advice and Guidance (RQF)

AIM Awards Level 2 Award in Delivering Information Advice or Guidance

SFJ Awards Level 3 Certificate In Providing Initial Legal Information and Advice

Open Awards Level 1 Award in Principles of Information Advice and Guidance (RQF)

Focus Awards Level 3 NVQ Certificate in Advice and Guidance (RQF)

Open College Network West Midlands Level 2 Certificate in Delivering Information Advice or Guidance

Level 3 NVQ Certificate in Advice and Guidance

Level 4 NVQ Diploma in Advice and Guidance

SVQ in Advice and Guidance at SCQF Level 5

SVQ in Advice and Guidance at SCQF Level 7

SVQ in Advice and Guidance at SCQF Level 8

Agored Cymru Level 3 Award in Advice, Guidance and Employment Related Services in Wales

Agored Cymru Level 3 Certificate in Advice and Guidance in Wales

Agored Cymru Level 3 Diploma in Advice and Guidance in Wales

Agored Cymru Level 4 Award in Advice, Guidance and Employment Related Services in Wales

Agored Cymru Level 4 Certificate in Advice and Guidance in Wales

Agored Cymru Level 4 Diploma in Advice and Guidance in Wales

OCR Level 4 NVQ Diploma in Advice and Guidance

OCR Level 3 NVQ Certificate in Advice and Guidance

Training

Quaker Social Action – Starting conversations about money – workshop

Quaker Social Action – Financial capability – Train the trainer

Advice UK – Mentoring and Coaching skills

Advice UK – Customer Service in the third sector – A practical workshop for front line staff

The Money Advice Trust – Wiseradviser – Introduction to money advice (England & Wales)

The Money Advice Trust – Wiseradviser – Introduction to money advice (Northern Ireland)

The Money Advice Trust – Wiseradviser – Introduction to money advice (Scotland)

Institute of Money Advisers – Suicide and Debt

Institute of Money Advisers – Vulnerability, Mental Health and Debt

Money Advice Trust – Wiser Advisor – Behavioural Theory and its application in advice

Money Advice Trust – Wiser Advisor – Credit Referencing: The essentials!

Money Advice Trust – Wiser Advisor – Supporting clients in vulnerable circumstances

Money Advice Trust – Wiser Advisor – Supporting clients with learning disabilities

Money Advice Trust – Wiser Advisor – Supporting clients to self help

Money Advice Trust – Wiser Advisor – Tailoring Advice: Strategies and options for dealing with debt

Money Advice Trust – Wiser Advisor – Understanding and supporting clients in vulnerable circumstances

Helplines Partnership – Essential Helpline Skills

Information and guidance sources of support

The Money Advice Service – When someone dies

The Money Advice Service – Maternity and paternity rights

The Money Advice Service – Having a baby, including adopting and fostering

The Money Advice Service – Divorce and separation

The Money Advice Service – Student and graduate money

The Money Advice Service – Support for carers

The Money Advice Service – Care advice and help

The Money Advice Service – Paying for care

The Money Advice Service – Illness and disability including mental health

The Money Advice Service – Insight and evidence hub for financial capability

The Money Advice Service – Financial abuse

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