Money Matters
has been operating with an appointment system since autumn 2000.
As a result of such a system, all contacts begin with a phone
call or a drop in (986/988 Govan Road) to arrange an appointment
with a money advisor. The first interview is spent ostensibly
developing a picture of the individual's financial circumstances.
In practice, however, it is crucial in developing a rapport
and sense of trust between the advisor and the client. - these
are vital if the true extent and nature of the problems and
related issues are to become apparent, which often only happens
in subsequent interviews.
If the enquiry concerns a benefit, the giving of advice may
be sufficient. In other cases, the money advisor will help the
client compile the relevant form (the most common of which is
the Disability Living Allowance which takes about a full hour
or more if the client has learning difficulties).
Often other agencies and organisations will need to be contacted
by phone and/or letter to acquire all the necessary information
and to ensure a smooth process.
Organisations frequently contacted are: the Benefits Agency,
the Employment Service, medical professionals, the Housing Department
and housing associations.
In cases where there is a dispute between the Benefits Agency
and the claimant, Money Matters' advisors will accompany the
claimant and represent them at tribunals if necessary.
In the case of debt, the advisor draws up with the client a
picture of their current income, expenditure patterns and debt.
On this basis, the advisor can help draw up a debt repayment
plan. Often the amounts that are offered to creditors are much
smaller than the usual expected instalments. However, when creditors
are contacted by Money Matters' advisors with an explanation
of the client's circumstances and a firm offer of some payment,
they respond well - they appreciate the intervention of a third
party that will at least yield some repayment and reduce their
costs in terms of chasing the debt.
The process of confronting the debts rather than avoiding the
seriousness of the issue enables the client to begin to take
supported responsibility for their situation. A process which
is crucial in bringing about longer term attitudinal changes
towards budgeting and money.
In many cases, the process of responding to a specific enquiry,
will reveal other issues - for example, a debt enquiry leading
to an income analysis may reveal that the client should be claiming
additional benefits. Regardless of the exact nature of the enquiry,
money advisors may do a considerable amount of follow-up work
to ensure action has been taken or that applications have been
successful.
