Financial Management
Program
Money Management Services
Guidelines
[Version No. 1.1
October 2008]
Version No. 1.1 – October 2008
Financial Management Program
Money Management Services Guidelines
Page 1 of 25
Foreword
The Financial Management Program aims to help to improve the financial selfreliance and wellbeing of individuals, families and communities. The service
strategies that comprise the Financial Management Program include, but are
not limited to: financial counselling; assistance to help people deal with
financial crisis; providing financial management information about saving for
retirement; finding ways to minimise problem gambling; and training people in
money management.
The Financial Management Program contributes to FaHCSIA’s outcomes by:
•
•
•
supporting community agencies to assist people who are in financial crisis
through the provision of emergency relief and financial counselling
services;
fostering the improved use and management of money through
community-based family income management projects and financial
counselling services; and
undertaking research to inform policies to reduce problem gambling.
The Financial Management Program provides disadvantaged individuals,
families and communities who are financially vulnerable or at risk of becoming
financially vulnerable with the tools and resources to manage financial crisis
and overcome hardship. It aims to build financial resilience and wellbeing
among those most at risk of social exclusion and disadvantage and help break
cycles of disadvantage. It includes a suite of financial management initiatives
that promote financial inclusion by helping people avoid or resolve financial
difficulties and achieve financial self reliance.
Financial Management Program interventions are designed to help move
people along a skills continuum that ranges from limited budgeting skills, to
basic budgeting skills so expenses are managed, to being able to budget for
saving small amounts, and towards more sophisticated means of managing
money such as loans and investments.
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Money Management Services Guidelines
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Table of Contents
Foreword ..................................................................................................................................... 2
1
Preface ............................................................................................................................... 4
2
Overview ............................................................................................................................. 4
2.1
2.2
2.3
2.4
3
Background..................................................................................................... 4
Context............................................................................................................ 5
History ............................................................................................................ 6
Money Management Services ........................................................................ 7
Program management and service delivery ....................................................................... 8
3.1
Participants ..................................................................................................... 8
3.2
Funding ........................................................................................................... 8
3.3
Program links and working with other agencies and services........................ 9
3.4
Service Delivery Model................................................................................ 10
3.5
Use of program funds ................................................................................... 11
3.6
Money management tools and resources ...................................................... 12
3.6.1
Overview of training requirements to deliver FaHCSIA’s suite of tools
and resources ........................................................................................................ 13
3.6.2
Money management worker training requirements .............................. 13
3.6.3
Money management worker training delivery models ......................... 14
3.7
Specialist requirements ................................................................................. 15
4
Responsibilities and accountabilities under the program ................................................. 15
4.1
4.2
4.3
5
FaHCSIA responsibilities and accountabilities ............................................ 15
Service provider responsibilities and accountabilities.................................. 16
Responsibilities of the Local Reference Group ............................................ 16
Performance management and evaluation....................................................................... 17
5.1
Performance Framework .............................................................................. 17
5.2
Outcomes and outputs .................................................................................. 17
5.2.1
Outcomes .............................................................................................. 17
5.2.2
Outputs.................................................................................................. 18
5.2.3
Money Management Services Key Performance Indicators ................ 18
5.2.4
Risk management ................................................................................. 18
5.2.5
Reporting .............................................................................................. 19
5.3
Financial ....................................................................................................... 19
5.4
Evaluation ..................................................................................................... 20
6
7
Funding agreement........................................................................................................... 20
Privacy and confidentiality ................................................................................................ 21
7.1
Privacy and confidentiality ........................................................................... 21
7.2
Freedom of information ................................................................................ 21
7.3
Security of information................................................................................. 21
7.3.1
Service providers .................................................................................. 21
7.3.2
The Department .................................................................................... 21
8
Complaints ........................................................................................................................ 21
8.1
8.2
9
10
Complaints - service provider....................................................................... 21
Complaints – client/customer ....................................................................... 22
Contact information........................................................................................................... 22
Attachments ...................................................................................................................... 22
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Money Management Services Guidelines
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1 Preface
The Financial Management Program comprises the following service
strategies:
•
•
•
•
•
Emergency Relief
Commonwealth Financial Counselling
Money Management Services
National Information Centre for Retirement Investments
Problem Gambling
These guidelines provide the framework for the implementation and
administration of the Money Management Services strategy. The guidelines
provide the basis for the business relationship between the Australian
Government Department of Families, Housing, Community Services and
Indigenous Affairs (FaHCSIA or ‘the Department’) and the funding recipient.
They should be read in conjunction with the funding agreement.
These guidelines include:
•
the purpose of Money Management Services;
•
FaHCSIA expectations of service providers, including performance
expectations;
•
monitoring and contract management arrangements including
accountabilities and program governance arrangements for FaHCSIA and
the service provider; and
•
other relevant information pertinent to the successful delivery of Money
Management Services.
FaHCSIA reserves the right to amend these guidelines from time to time by
whatever means it may determine in its absolute discretion and will provide
reasonable notice of these amendments.
2
Overview
2.1 Background
Several Parliamentary inquiry reports have strongly recommended supporting
disadvantaged families, particularly Indigenous families, with financial literacy
and budgeting, including improving access to consumer advice and use of
financial institutions.
Financial management and access to banking services, particularly in regional
and remote areas, is widely identified as an important issue and an area that
requires coordination and cooperation amongst financial services and
consumers. Low financial literacy increases the vulnerability and
disadvantage of consumers, in particular Indigenous consumers, for example,
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a lack of money to provide essentials including food and healthcare, not
understanding credit terms, and a lack of access to banking services may
increase the use of short term, high interest credit sources.
The aim of FaHCSIA’s broader Financial Management strategy is to assist
individuals and families to maximise economic and social outcomes by
engaging them in a process that builds their financial literacy and money
management capacity.
Current money management projects and other evidence show that assisting
families to cover essential living costs, manage debts and save, contributes to
reducing stress and conflict, improving family relationships, increasing
material living standards and reducing vulnerability to exploitation.
Financial management and banking is a national priority (Taking Action,
Gaining Trust 2005-2010) and the focus of this priority seeks to improve
financial literacy, with a particular emphasis on education of young people,
and addressing the lack of financial services in regional and remote areas, in
particular impacts on indigenous people.
Financial literacy and money management capacity are the key building
blocks underpinning the viability of other economic and social development
initiatives in disadvantaged communities. Financial literacy can be an
important part of the suite of life skills that support social inclusion and can
also play a part in achieving the Government’s Closing the Gap targets for
reducing Indigenous disadvantage.
Money management services, along with other service strategies funded
under the Financial Management Program, support Welfare Payments
Reform that was announced in July 2007. Welfare Payments Reform has
introduced compulsory and voluntary income management that being applied
within the context of measures such as: Closing the Gap – Northern Territory
– Income Management; Western Australia Child Protection Pilot – Income
Management; and Welfare Reform – Cape York Trial.
2.2 Context
Money Management Services comprise the following services:
• Family Income Management in Cape York (FIM)
• MoneyBusiness,
• Money Management Services in support of the longer term outcome of
home ownership, and
• Money Management Services in support of the Welfare Payments
Reform measures in Queensland, Northern Territory and Western
Australia.
In 2006 FaHCSIA reviewed its existing program structure to streamline and
simplify management, delivery and reporting arrangements. A number of
existing programs were amalgamated into a single program structure from
2007-08. MoneyBusiness, FIM and the Money Management Service in
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Support of Home Ownership were amalgamated into the Money Management
Services strategy under the Financial Management Program.
2.3 History
FIM is the result of several years of development between people in Cape
York [including Noel Pearson and others involved in the Cape York Institute],
Government agencies and other organisations. FIM operated as a pilot
project in the Cape York locations of Aurukun, Coen, Mossman Gorge,
Hopevale and Weipa during the period 2001-02 to 2005-06. Additional
funding was committed in the 2006 Budget for its continuation for the period
2006-07 to 2009-10, extending the services to Cooktown and Lockhart River
and with outreach services to Napranum / Mapoon (from Weipa) and Wujul
Wujul (from Cooktown and Mossman Gorge).
The Indigenous Financial Management initiative (now known as
‘MoneyBusiness’) was announced in the 2004 Budget and provided funding to
establish financial management projects in up to six sites nationally.
MoneyBusiness is a money management support and education activity in six
regional and remote locations in Western Australia (Kununurra and Geraldton)
and the Northern Territory (Nguiu, Galiwinku, Katherine and Tennant Creek)
and has been developed in partnership with the Australia and New Zealand
Banking Group Limited.
The Improving Family Payment Outcomes for Indigenous Children initiative
was announced in the 2006 Budget. The Initiative is designed to improve and
increase Indigenous individual’s and families’ understanding of family
payments including the benefits for children, achieve financial stability and
security, and more easily allow family payments to follow children as they
move between carers.
The Initiative aims to achieve this through the delivery of:
•
Information, education and support to individuals and families on Family
Payments including – Family Tax Benefit, Baby Bonus and Maternity
Immunisation allowance.
•
Extended Family Care to individuals and Families, which encourages
carers to form care groups and agree to pass on money or goods to the
person who has the current care of a child.
•
Information on an enhanced and expanded Centrepay facility to
individuals. Centrepay is a system which allows customers to pay bills
using Centrelink payments. The enhancement allows the use of lump sum
family payments such as Baby Bonus to pay bills.
The Initiative is integrated into all Money Management Services, including FIM
and MoneyBusiness sites.
Service providers delivering FIM and MoneyBusiness money management
services have been encouraged, wherever possible, to engage and train local
people to deliver the services.
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On 5 October 2005 the Australian Government announced its intention to
amend the Aboriginal Land Rights (Northern Territory) Act 1976 to enable
long term leases over Indigenous community titled land to be more readily
available to prospective Indigenous home owners in the Northern Territory. In
the 2006 Budget funding was allocated to FaHCSIA for the establishment of a
money management service, including development of an education package,
to inform clients regarding the financial aspects of home ownership, and a
matched savings scheme in eight selected communities. These services
would provide financial education information and support and encourage
saving for a home loan deposit.
In January 2008 funding was provided to deliver short term money
management education and basic budgeting support to clients Income
Managed under the Northern Territory Emergency Response. Further funding
was announced in the 2008 Budget under the Closing the Gap - Northern
Territory - Income Management measure for more intensive money
management services in 2008-09.
In February 2008 the Australian and Western Australian Governments
announced the introduction of income management trials in selected Western
Australia remote, regional and urban communities. Funding was announced
in the 2008 Budget under the Western Australia Child Protection Pilot Income Management measure for financial management support services.
Financial management services will include referrals to financial counselling
and crisis support (emergency relief), money management education,
information and ongoing support including tailored money management
community education workshops and basic budgeting support for income
support recipients on topics that directly correlate to the learning needs of
income managed clients.
2.4 Money Management Services
Money Management Services aim to assist individuals and families to build
self-reliance, improve living standards and well-being by improving financial
and social function through increasing financial literacy and money
management capacity.
Evidence from past evaluations of money management services indicates that
building financial management skills and capability will result in people being
better able to develop financially responsible spending and saving habits,
reduce individual debt levels, increase minor asset purchases and become
financially independent. Educating families to better manage their money will
play a key role in establishing a better financial foundation for the future of
children and their communities and in preparing people for wider economic
participation such as employment, housing loans, investments or maximising
retirement incomes. Access to money management services can equip
individuals, families and communities with the capacity to better manage their
financial resources and become financially resilient.
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Money management interventions are designed to help move people along a
skills path that ranges from limited understanding of the value of money and
limited budgeting skills, to basic budgeting skills so expenses and debt are
managed, to being able to budget for saving for goals, and towards more
sophisticated means of managing money such as loans and investments. As
people move along the continuum, they increase their capacity to manage
money, which can improve incentives for people to obtain employment, make
them less reliant on crisis support, help break the ‘feast and famine’ cycles
and improve their health outcomes. It can also improve the on-time payment
of rent and other bills, making service provision in communities more viable
and in the longer term help people into home ownership.
Evidence from existing Family Income Management and MoneyBusiness
services shows that money management education and information helps
families develop skills to make informed decisions about their money so they
can meet their essential household expenses and their children’s needs.
Money Management Services has a preventative focus. It is not designed to
provide financial or in kind support for people under serious financial stress for
items such as food or payment of utilities. Money Management Services
clients would be referred to Emergency Relief for assistance in these
instances.
Money management workers do not receive training in dealing with complex
legal matters, such as bankruptcy or major tenancy issues. Money
management workers provide clients with information about the various
options open to a client in managing their money, however they do not make
recommendations about particular strategies or financial products. Money
management workers provide access to, or refer clients in financial crisis or
with complex issues, to accredited financial counselling services.
3
Program management and service delivery
3.1 Participants
Money Management Services are targeted at families and individuals with low
levels of financial literacy in disadvantaged communities in remote, regional
and urban locations in Australia. All individuals and families in communities
where Money Management Services are provided are eligible to participate.
Participation is voluntary and free. Other than being a member of the
community, there are no eligibility criteria.
3.2 Funding
Funding for Money Management Services is provided to service providers
through a FaHCSIA funding agreement. Funding can be for either one year
or over multiple years to meet local needs or align with government policy.
Service providers are selected through an open or select tender process.
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3.3 Program links and working with other agencies and
services
Increased financial literacy, knowledge, skills and capacity can be an
important part of the suite of life skills that support social inclusion. Social
inclusion is defined as the ability to secure a job; connect with others; have
your voice heard; deal with personal and financial crisis; and access services.
Money Management Services work with other agencies, and have linkages
with other services, that help reduce individuals and families being financially
excluded.
Linkages with other FaHCSIA services:
• the Financial Management Program’s Emergency Relief service strategy
provides emergency financial aid and material assistance to people in
financial crisis. Emergency Relief clients can be referred to Money
Management Services for education and ongoing support;
• the Financial Management Program’s Commonwealth Financial
Counselling service strategy provides one-on-one financial counselling to
people experiencing personal financial difficulties, as a result of thing like
unemployment, credit over commitment, housing stress. Assistance can
include negotiating with creditors, advocating on their behalf with
government or non-government organisations; looking at options for
paying outstanding bills, helping people deal with legal action in relation to
debt recovery. Money management clients who are experiencing financial
stress or have complex issues can access or be referred to a financial
counsellor. Financial counsellors provide support to Money Management
workers;
• Money Management Services can support other initiatives funded under
Shared Responsibility Agreements, Regional Partnership Agreements, or
other agreements in disadvantaged localities; and
• Money Management Services, along with other service strategies funded
under the Financial Management Program, support Welfare Payments
Reform that introduced compulsory and voluntary income management
that is being applied within the context of measures such as: Closing the
Gap – Northern Territory – Income Management; Western Australia Child
Protection Pilot – Income Management; and Welfare Reform – Cape York
Trial.
Linkages with other services:
• Service providers and their money management workers are encouraged
to link or join with other services in their local region through local
reference groups.
Linkages with the Financial Sector:
• FaHCSIA works with the financial sector through its membership on the
Indigenous Financial Services Network (IFSN) that was implemented to
progress the recommendations and actions of the National Indigenous
Money Management Agenda (NIMMA) report, ‘Banking for the Future’
(www.reconciliation.org.au/downloads/622/NIMMA_background.pdf), and
continue the networks and relationships established during the NIMMA
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process. The key purpose of the IFSN is to ensure informed action is
being taken to improve money management skills and access to
appropriate financial services and products for Indigenous consumers,
wherever they live.
Linkages with other agencies:
• The Financial Literacy Foundation (www.understandingmoney.gov.au) and
Australian Securities and Investment Commission (www.asic.gov.au)
websites provide links to a range of financial literacy and money
management tools and resources.
3.4 Service Delivery Model
Wherever possible, service delivery will reflect a ‘Central Service, Satellite
Site and Outreach’ delivery model to allow for flexible, tailored and effective
service delivery.
Specific service delivery models will depend on the needs identified for
specific communities, such as remoteness, language, literacy levels,
opportunities for outreach services, etc and government policy. Wherever
possible, one coordinating service provider will be engaged.
A diagrammatic representation of this model is shown below.
Central Service
Project Manager (Central Service, Satellite and
Outreach sites)
Money Management Workers - Team Leader, Local
Workers, Trainees
Possible Central Service Support Services for
Sites/Workers
- Access to Financial Counselling
- Access to Emergency Relief
- Access to a Registered Training
Organisation
- Training
- Administration
- Mentoring
- Capacity Building
- Infrastructure
Outreach
Workers
Satellite Site
Team Leader
Local Workers
Trainees
Outreach
Workers
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Example:
• Local workers and/or Outreach workers may work directly to Project
Manager – dependent on size of outreach communities and local need
Team Leaders may not be appointed.
• The Team Leader responsible for Outreach workers may be located at the
central service or at a satellite site.
• Local workers will provide services for central service (local) community
and surrounds (i.e. town camps).
• Outreach workers will provide services to a number of identified outreach
communities and outstations.
• Satellite site outreach workers may be located at the satellite site or in
one of the outreach communities (dependent on geographical spread and
population).
• Service providers may choose to sub contract services to operate from a
satellite site to service a number of communities/outstations in a region.
Service providers will be responsible for providing support services to sub
contracted service workers.
• Service providers may choose to develop a consortium with other
providers to deliver Money Management Services.
The core principle of Money Management Services is to build skills and
knowledge so that individuals and families can make fully informed money
management decisions. Money Management Service is based on ‘learning
by doing’ and access to knowledge, not on ‘doing things for’ people. Money
management workers will provide individuals and families with intensive
money management support and training including:
• education and intensive coaching in financial literacy and budgeting;
• support through the use of money management tools and resources to
implement family budgeting and savings plans;
• on-going household budget development, related family support, and
referrals to other services (e.g. financial counselling);
• assistance with accessing financial institutions, products and services;
• bill paying and purchasing assistance and support;
• maintaining and promoting linkages with other local economic and social
development initiatives and services; and
• conducting community education workshops.
3.5 Use of program funds
Funding to service providers can cover salary costs of money management
workers, office overheads and sundries, worker training development, vehicle
lease costs, administration costs, IT equipment, community education
resources and travel and interpreter fees.
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3.6 Money management tools and resources
FaHCSIA has developed a range of tools and resources to support Money
Management Services. These tools and resources have been developed and
tested by local money management workers and clients in regional and
remote communities. They will be made available nationally (through a
funding agreement or licence arrangement).
The FaHCSIA suite of tools and resources includes:
• Certificate III in Financial Services (Indigenous);
• MoneyBusiness Community Education Kit (developed in partnership with
Australia and New Zealand Banking Group Limited);
• Family Payments Education; and
• Money Management Home Ownership on Indigenous Land Structured
Education Program.
Details of each of FaHCSIA’s suite of tools and resources listed above are
available at Attachment 1. Money management workers are required to hold
or complete a Certificate III in Financial Services within six months of
employment.
The MoneyBusiness Community Education Kit, Family Payments Education
client resources and Money Management Home Ownership on Indigenous
Land Structured Education Program have been developed to inform and
educate money management clients.
These resources can be delivered on a one-on-one basis or in a group
situation.
To deliver the MoneyBusiness Community Education Kit, and Family
Payments Education client resources the facilitator/trainer must complete the
required training.
To deliver the Money Management Home Ownership on Indigenous Land
Structured Education Program the facilitator/trainer must have successfully
completed the Program themselves and have a Certificate IV Training and
Assessment or Certificate III in Financial Services.
To assess the competencies associated with Money Management Home
Ownership on Indigenous Land Structured Education Program the facilitator
must have a Certificate IV Assessment or Certificate IV Training and
Assessment.
FaHCSIA’s suite of tools and resources will be updated and added to over
time.
Service providers and money management workers are encouraged to source
a wide range of financial sector tools and resources and, if appropriate, tailor
them to meet local needs.
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3.6.1 Overview of training requirements to deliver FaHCSIA’s suite of
tools and resources
Qualification/Training
Certificate I in Financial
Services
Certificate III in
Financial Services
MoneyBusiness
Community Education
Kit (2 days)
Family Payments
Education (2 days)
Certificate of
Competency in Money
Management Home
Ownership on
Indigenous Land
Structured Education
Program (2 weeks full
time)
Certificate IV –
Assessment
Certificate IV – Training
and Assessment
Why Required
Employment condition for
Trainee
To deliver a Certificate I in
Financial Services
To deliver money management
education, information and
ongoing support to clients.
To deliver a Certificate III in
Financial Services
By Who
• Trainee
• Anyone delivering a
Certificate I in
Financial Services
• Team Leader
• Money Management
Worker
• Anyone delivering a
Certificate III in
Financial Services
To deliver the MoneyBusiness •
Community Education Kit to
clients
To provide information and
•
support on Family Payments,
Centrepay and Extended
Family Care
To deliver the Money
•
Management Home Ownership
on Indigenous Land Structured
Education Program to clients
or assess client competencies
Anyone delivering
these products
To assess client competencies •
for the Money Management
Home Ownership on
Indigenous Land Structured
Education Program
To deliver and assess the
•
Money Management Home
Ownership on Indigenous Land
Structured Education Program.
To deliver and assess a
Certificate I or III in Financial
Services
Anyone assessing
client competencies
Anyone delivering
these products
Anyone delivering or
assessing this
product
Anyone delivering
and assessing any
of these products
3.6.2 Money management worker training requirements
Money management workers are required to hold, or undertake training in a
Certificate III in Financial Services (Certificate I in Financial Services for
money management trainee workers), the MoneyBusiness Community
Education Kit, and Family Payments Education to enable them to assist
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families and individuals increase their money management skills and
knowledge and provide ongoing support.
Trainee money management workers should not be employed until the team
leader and money management workers have finalised their Certificate III in
Financial Services and the Money Management Service has been
implemented and bedded down.
Money management workers that have successfully completed the Certificate
III in Financial Services can deliver the Money Management Home Ownership
on Indigenous Land Structured Education Program training to clients once
they have successfully completed the Program themselves.
3.6.3 Money management worker training delivery models
Money management workers are required to complete a Certificate III in
Financial Services and be trained in the use of the MoneyBusiness
Community Education Kit and Family Payments Education resources. The
MoneyBusiness Community Education Kit and the Family Payments
Education training must be completed before workers can deliver the
resources directly to clients or in a community workshop setting.
Two training options are available:
Option 1: Completion within three to six months
Certificate III in
Financial Services –
Indigenous
Requirement for all
Part time – completion
required within six
months of employment,
although a shorter period
of three months is
encouraged
MoneyBusiness
Community Education
Kit
Requirement for all
2 days full time
Family Payments
Education
Requirement for all
2 days full time
Option 2: Completion within one month (accelerated)
Certificate III in
Financial Services –
Indigenous
Requirement for all
3 weeks full time
MoneyBusiness
Community Education Kit
Family Payments
Education
Requirement for all
2 days full time
Requirement for all
2 days full time
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3.7 Specialist requirements
Training Provider – all training delivered will meet nationally consistent
frameworks for all relevant accredited qualifications in post-compulsory
education and training in Australia. The vocational education and training
(VET) sector sets national consistency for all trainees, employers, and
providers by enabling national recognition of qualification and Statement of
Attainment.
Training Package qualifications in the VET sector must comply with the titles
and guidelines of the Australia Qualifications Framework (AQF) Endorsed
Training Packages that provide a unique title for each AQF qualification which
must always be reproduced accurately
Training delivery and assessment standards will therefore need to meet
National Training Information Service (NTIS) Australia Qualifications
Framework (AQF) and the AQF Implementation Handbook, 3rd Edition 2002.
The handbook can be downloaded from the Australian Qualifications Advisory
Board (AQFAB); http://www.aqf.edu.au or by contracting AQFAB on
telephone: 03 9639 1606 or by emailing on aqfab@curriculum.edu.au.
Financial Counsellors – must have undertaken suitable training in order to
have adequate skills and knowledge to satisfactorily provide Financial
Counselling services, and are expected to be eligible for membership of a
state/territory financial counselling association and/or Australian Financial
Counselling and Credit Reform Association Inc (AFCCRA).
4
Responsibilities and accountabilities under the
program
4.1 FaHCSIA responsibilities and accountabilities
FaHCSIA’s national office is responsible for ongoing policy development and
program management of the Money Management Services strategy.
Where appropriate, FaHCSIA’s State and Territory Offices (STO) Network has
responsibility for the day-to-day management of service strategies under the
program, including contract management, stakeholder management, funding
distribution; collection of accountability documents from providers; organising
training opportunities for service providers; reporting to national office on
program performance; and liaising with service providers on program policy
and changes.
FaHCSIA’s STO Network consults with stakeholders to assist the delegated
decision-makers in each state/territory office and to ensure that decisions
taken in respect of the program have appropriate regard to the views of the
community sector. Consultation is undertaken with stakeholders including the
community sector; Australian Government departments and agencies; and
relevant state/territory government departments.
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FaHCSIA’s national office and STO Network will jointly attend strategic
discussions with service providers.
4.2 Service provider responsibilities and accountabilities
The core responsibilities of the service provider are to:
•
•
•
•
•
•
•
•
•
•
•
provide quality services which are effective, efficient, and appropriately
targeted and in a way that supports achievement of the money
management service outcomes and the government’s broader outcome of
increasing financial self-reliance and resilience to financial stresses and
increases capacity to support Social Inclusion;.
maintain a budget for the distribution of program funds to ensure that
assistance is available throughout the financial year, taking into account
seasonal patterns in demand for assistance;
work collaboratively in delivering the services and liaise with other
relevant organisations for the benefit of clients;
where possible, refer clients to support services in the community to help
address the underlying cause of financial crisis and increase self-reliance;
where possible participate in local community reference and advisory
groups;
contribute to the overall development and improvement of the services;
participate in relevant training opportunities funded by FaHCSIA and
ensure money management workers and training facilitators are
appropriately qualified;
adhere to the terms and conditions of the funding agreement and meet
agreed outcomes;
meet privacy and confidentiality obligations, including record keeping;
comply at all times with relevant Commonwealth, state or territory food
regulations or legislation, for the purchase and distribution of food; and
provide a complaints handling mechanism.
Service providers are encouraged to develop a Client Service Charter, in
consultation with FaHCSIA and their clients where appropriate. The Client
Service Charter shall specify the standards of service to be provided to clients
and shall address accessibility, confidentiality of client information and
mechanisms for handling client complaints. It is recommended that service
providers keep their Client Service Charter up to date by reviewing it every
twelve months and:
•
•
make the client service charter readily available to clients; and
make the client service charter available to FaHCSIA on request.
4.3 Responsibilities of the Local Reference Group
It is important that all community members have the opportunity to have a say
in how Money Management Services operates in their community. This can
be achieved in different ways, depending on what suits each site/community.
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Money Management Services funding agreements include a requirement that,
where possible, each community take part in a Local Reference Group that
represents the views of the community. This group might be made up of local
facilitators, money management workers, community organisation
representatives and interested residents, including representation from all
clan groups.
Money management workers will meet regularly with this group for input,
suggestions, support and feedback. Suggestions of how this group could be
used include:
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acting as an advisory body when important decisions about local money
management services activities and processes need to be made;
assisting to raise community awareness;
increasing knowledge of other services to ensure effective referral
processes, including how the services work together, and to promote
effective cooperation between relevant local services; and
assist with dispute resolution processes.
Local money management workers can either form a new Local Reference
Group or use an existing representative group in the community.
5
Performance management and evaluation
5.1 Performance Framework
The outcomes for Money Management Services are consistent with the
FaHCSIA Performance Reporting Framework, which is used to measure
FaHCSIA’s business effectiveness and informs the Portfolio Budget
Statement and Annual Report.
Money Management Services outcomes are aligned to FaHCSIA’s outcomes,
particularly Outcome 4: Strong and resilient communities. They are also
aligned to FaHCSIA’s strategic themes, in particular:
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maximizing economic and social participation including through business,
community and other partnerships;
focusing on early intervention, especially for children and families;
assisting those who are most disadvantaged; and
achieving better outcomes for Indigenous Australians.
5.2 Outcomes and outputs
5.2.1 Outcomes
Outcomes for Money Management Services are:
1. people have an increased awareness of, and access to, money
management education and information, financial services and ongoing
support;
2. people have an enhanced ability to meet immediate financial needs and
obligations; and
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3. people are able to put aside money for the future, build assets and reduce
debt.
5.2.2 Outputs
The planned outputs from Money Management Services are:
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money management support to families and individuals, including:
o education, intensive coaching and ongoing support in financial literacy,
budgeting, family payments and consumer awareness;
o supported use of tools and resources to implement family and
household budgeting, bill paying, debt management, savings plans and
purchases;
o assistance with accessing financial institutions, products and services;
and
o accessing financial counselling services to assist with complex money
management issues
presentation of community education workshops and information
sessions, tailored to meet local needs;
access and referral to a network of services that address barriers to
money management (including financial counselling and emergency
relief);
referral to other activities and services in the community (for example
housing, employment, education programs);
participation in a local reference group to discuss the needs of
communities and the development of strategies to respond to the
identified need; and
trained money management workers.
5.2.3 Money Management Services Key Performance Indicators
The Key Performance Indicators for Money Management Services are:
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percentage of Money Management Services’ clients that have an
increased knowledge of, and skills relating to money management;
percentage of Money Management Services’ clients adhering to money
management plans;
number of Money Management Services’ clients assisted per year;
number of Money Management Services provided per year;
These indicators will be incorporated into the overall results for the Financial
Management Program’s Key Performance Indicators (FaHCSIA’s Portfolio
Budget Statements and Annual Report).
5.2.4 Risk management
The service provider must develop and implement a risk management plan
that has procedures in place to manage unforeseen events. FaHCSIA
requires service providers to:
•
identify and document risks in delivering services for FaHCSIA;
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•
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identify and document risk control strategies; and
implement adequate and effective policies and procedures to manage
risks and achieve the control strategies throughout the financial year.
The risk management plan must be made available to FaHCSIA upon
request.
5.2.5 Reporting
Service providers are required to provide progress reports that will include the
following information:
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site information;
progress against Funding Agreement Milestones (for the current reporting
period);
activities and achievements;
issues and challenges;
linkages and partnerships;
staffing and worker training requirements;
future focus and plans;
client data – new and returning; and
community education workshop information.
The reporting template will be provided by FaHCSIA. The number of reports
required and timeframes for reporting will be included in funding agreements.
Service providers are required to provide an income and expenditure report
that advises FaHCSIA the status of funding they have received for the current
financial year and their project outcome. The report is due by 31 March of
each year.
Organisations that do not meet the reporting requirements of their funding
agreement (such as acquittal of the previous year’s funding) will be in breach
of the funding agreement and no further payments will be made until the
reports are provided. Where an organisation does not comply with its
reporting obligations by the specified date, FaHCSIA reserves the right to
reallocate future payments to another provider.
5.3 Financial
Service providers are accountable for the funds provided to them under the
funding agreement. They are expected to maintain a viable service and
ensure that public monies are used:
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in accordance with the funding agreement;
to achieve the outcomes of the program and for the purposes for which
the funds are provided, as outlined also in these Program Guidelines; and
effectively and efficiently.
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The provider shall keep such records as will allow:
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separate identification of the program funds from other income;
identification of the distribution of funds to the provider’s various outlets;
and
verification of expenditure.
The provider will permit an authorised representative of FaHCSIA to visit the
provider and to inspect these records with reasonable notice.
All records, books of account and documents relating to the use of the funds,
in the possession or under control of the provider, shall be provided to an
authorised representative of FaHCSIA on request. The provider shall also
provide all necessary assistance to enable an authorised FaHCSIA officer to
ascertain the use to which the funds have been applied.
The provider will keep, in original form, records and accounts to provide a
record of program expenditure, implementation and funding, for at least five
years after the end date or the earlier termination of the provider’s agreement.
5.4 Evaluation
The provider is required to cooperate with and participate in the evaluation of
Money Management Services activities. Providers will supply information to
the Australian Government, or bodies acting on behalf of the Australian
Government, with reasonable notice, on request, including:
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details of each outlet’s provision of assistance over the financial year;
timely participation in surveys of assistance provided and client
characteristics; and
other information as the department may require.
6 Funding agreement
Unless otherwise specified, the following FaHCSIA funding agreements are
used for all Money Management Services. Service providers receiving:
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•
•
up to $10,000 funding are required to sign a minimalist funding agreement;
between $10,000 and $80,000 funding are required to sign a short form
funding agreement; and
more than $80,000 funding are required to sign a long form funding
agreement1.
1
The long form funding agreement comprises a separate Terms and Conditions document, with a Letter of Offer and Schedule
combined into a separate document. These documents form the entire agreement.
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7
Privacy and confidentiality
7.1 Privacy and confidentiality
As a condition of funding, Money Management Services providers are
required to abide by Australian Government requirements relating to privacy,
as set out in the funding agreement.
7.2 Freedom of information
The Freedom of Information Act 1982 (the FOI Act) gives the public the right
to access information in the possession of the department with certain limited
exceptions. Information collected or held by the department may be made
available on request, unless exempted under the relevant provision of the Act
or under specific legislation that provides for the confidentiality of that
information.
The department has a statutory obligation to observe the FOI Act and must
help all applicants make a valid application under the Act. The department
will observe strict time frames when acknowledging and responding to
requests made for access to documents under the FOI Act. Any application
for access to documents under the FOI Act must be made by letter or
statement, or (where available) by completing a form.
7.3 Security of information
7.3.1 Service providers
Service providers are required to store records in a secure place and dispose
of them in an appropriate manner. Funding recipients should retain a copy of
all reports; records or account books in original form in accordance with the
provisions written in the funding agreement.
7.3.2 The Department
FaHCSIA is required to maintain all records (hard copy and electronic) in
accordance with the Archives Act 1983 and the Department’s Records and
Document Management Policy and Guidelines.
8
Complaints
8.1 Complaints - service provider
The department has a formal complaints service and the service provider can
lodge a complaint by telephoning 1300 653 227.
A complaint is defined as:
“Any expression of dissatisfaction with a product or service offered or
provided” [Australian Standard AS4269-1995]
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The department has a ’complaints recording system’ to capture complaints to
the department about any of its services or those delivered by funded service
providers.
For the purposes of the department’s complaints recording system, a
‘complaint’ does not include:
• ministerial correspondence;
• Freedom of Information requests; or
• complaints made to service providers, as these will be covered their
own complaints mechanisms required under funding agreements.
If the service provider is dissatisfied at any time with our handling of their
complaint, they can also contact the Commonwealth Ombudsman at
www.ombudsman.gov.au.
8.2 Complaints – client/customer
If a client complains about a service provider the complainant will be
encouraged to take the matter to the service provider as a first step. If this
has been done, or if the client is unwilling to approach the service provider,
FaHCSIA will accept the complaint and work with the client and the service
provider to resolve the matter. In certain cases, the client may be directed to
another appropriate dispute resolution authority.
9 Contact information
Further Information on Money Management Services can be obtained by
contacting:
Money Management Strategies Section
Community Support Programs Branch
Department of Families, Housing, Community Services and Indigenous Affairs
PO Box 7576
Canberra Business Centre ACT 2610
Local contact details for service providers are listed in their funding
agreement.
10 Attachments
Attachment 1:
Money Management Services – Tools and Resources
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ATTACHMENT 1
Money Management Services – Tools and Resources
The FaHCSIA suite of tools and resources includes:
• Certificate III in Financial Services (Indigenous);
• MoneyBusiness Community Education Kit (developed in partnership with
Australia and New Zealand Banking Group Limited (ANZ));
• Family Payments Education; and
• Money Management Home Ownership on Indigenous Land Structured
Education Program.
Certificate III in Financial Services – Indigenous
To meet the needs of remote service delivery FaHCSIA has developed a
Certificate III in Financial Services – Indigenous. This certificate was
originally designed to support MoneyBusiness money management services
that were implemented in partnership with ANZ.
This Certificate III has been designed to meet the training and service delivery
needs of remote and regional Aboriginal and Torres Strait Islander people
with differing literacy and numeracy levels. This certificate has been designed,
tested and completed by a number of local money management workers
delivering money management services in remote communities within Western
Australia and the Northern Territory.
The qualification comprises of thirteen nationally recognised units of
competency from the Financial Services Training package. The training
resources have been developed to support delivery by a trainer and for selfpaced use where a worker would be supported through the training by a
trainer or mentor. The entire training resource package must be completed
and all assessment activities need to be assessed by a qualified assessor.
National Code
FNSICIND301A
FNSICGEN301A
FNSICGEN302A
FNSICGEN304A
FNSAIC301A
FNSASIC302A
FNSICGEN03A
FNSICCUS305A
FNSICADV301A
FNSICCUSS301A
CHCCD2A
TAADES402
TAADEL403A
Title
Work in the financial services
Communicate in the workplace
Use technology in the workplace
Apply health and safety practices in the workplace
Establish client relationship and analyse needs
Develop, present and negotiate client solutions
Work with others
Maintain customer database
Provide generic advice on financial products and services
Respond to customer enquires
Provide community education programs
Design and develop learning programs
Facilitate individual learning
People with Recognised Prior Learning (RPL) skills and experiences may not
have to complete all units.
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MoneyBusiness Community Education Kit
The Community Education Kit was developed in partnership with ANZ for the
MoneyBusiness money management service for use in remote Indigenous
communities. The MoneyBusiness Community Education Kit is available
nationally to community service organisations under a funding agreement or
licensing regime (either with FaHCSIA or the ANZ Bank).
The MoneyBusiness Community Education Kit is used to deliver workshops to
community members. It consists of six workshops as follows:
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Workshop 1 – Making the money last until payday;
Workshop 2 – Planning for the future;
Workshop 3 – How can banks help;
Workshop 4 – Internet and phone banking;
Workshop 5 – Credit can be a hazard!; and
Workshop 6 – Money loans – sharks and traps.
Each workshop includes case studies, activity sheets, group discussions,
handouts and reinforced learning through playing ‘Slides and Snakes’. The
facilitator can tailor the workshops to meet local needs of each community.
Money management workers, trainers and facilitators will receive training in a
group setting and will be provided with the Kit that includes a facilitators guide,
flip chart and PowerPoint slide show, ‘Slides and Snakes’ game, whiteboard,
needs and wants cards and calculator.
Additional workshops will be added to the kit once they have been developed
and tested.
Family Payments Education
Family Payments Education is to enable money management workers to
provide families and individuals with the Family Payments and money
management information and support they need to build self-reliance and
improve individual, family and community wellbeing and to use Family
Payments to benefit their children.
Money management workers will receive this training in a group setting and
will be provided with ongoing support tools and services. Family Payments
tools and resources consist of:
• a Family Payments Training Manual to educate and train money
management workers on information relating to Family Payments,
Extended Family Care arrangements and Centrepay functions;
• a Money Management Workers Guide that provides money management
workers with Family Payments specific tools to assist them to apply the
learnings gathered through the Family Payments Training Manual; and
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• Family Payments Client Education Resources to enable clients to
learn/understand/discuss and make informed decisions relating to family
payments, Extended Family Care and Centrepay.
Money Management Home Ownership on Indigenous Land Structured
Education Program (MM HOIL SEP)
This education program has been developed to inform and educate Money
Management Services clients on the financial aspects of home ownership.
One on one or small group training is provided for this program.
The training package includes a facilitators guide and participant workbooks
and consists of.. The workshops are as follows:
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Workshop 1:
Workshop 2:
Workshop 3:
Workshop 4:
Workshop 5:
• Workshop 6:
Home Buyer Induction;
An Introduction to home ownership;
Types of houses;
Costs of buying a house;
Assistance for home buyers;
The Home Ownership on Indigenous Land process for buying
a home;
Workshop 7: Getting information and advice;
Workshop 8: Choosing a home;
Workshop 9: Making Loan repayments; and
Workshop 10 Changes and their effect on home ownership;
On completion of the workshops the client is tested against competencies and
awarded a certificate of completion/competency.
Successful completion of MM HOIL SEP is a requirement for Home
Ownership on Indigenous Land participants for Regional Partnership
Agreements/Shared Responsibility Agreements and some welfare reform
initiatives.
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