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.
|1.1.1||Ask questions and listen carefully to the customers’ responses, clarifying when appropriate, to determine the complexity and urgency of need|
|1.1.2||Awareness of the holistic nature of money guidance, and that many areas are linked (e.g. debt and benefits; homes and mortgages and borrowing etc.)|
|1.1.3||Awareness of the ways in which life events can affect an individual’s circumstances, for example:|
Having a baby or child, including adopting and fostering
New job, moving jobs, redundancy
Divorce, separation and relationship breakdown
|1.1.4||Awareness of the ‘red flags’ indicating urgent need and/or vulnerability, and how to identify them:|
Risk of self-harm/safeguarding risk
Risk of homelessness
Bailiff/sheriff officers and/or enforcement action
Economic and financial abuse
|1.1.5||Awareness of Power of Attorney and third party access|
|1.1.6||Awareness of scams and what to do if a customer has been the subject of a scam|
|1.2.1||Ask 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
|1.2.2||Ask detailed and specific questions about customers individual circumstances which may include personal data and sensitive information|
|1.2.3||Help customers to identify their own issues, goals and priorities, including any potential challenges or barriers|
|1.2.4||Check customers’ understanding of their options, assessing their level of understanding through questioning|
|1.2.5||Clarify customers’ goals, expectations and, where appropriate, an understanding of the service and its policies|
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
|1.2.7||Understand how much information should be provided for different types of customers/what type of information is suitable|
|1.2.8||Understand how to address concerns about fraud or identity theft|
|1.2.9||Facilitate 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.
Quaker Social Action – Starting conversations about money – workshop
Quaker Social Action – Financial capability – Train the trainer
Advice UK – Mentoring and Coaching skills
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