Introduction

As a national organisation, National Traveller MABS does not work directly with clients. We function as a referral and support organisation for Travellers, local MABS and Traveller organisations.

National Traveller MABS receives referrals from the Traveller Community on an ongoing basis and this policy will instruct staff on how to deal with the different types of referrals - self, third party (external support service) and internal (MABS/CIC). The National Traveller MABS Client Assessment policy will ensure that:

  • Travellers who seek the services of National Traveller MABS will receive a fair, equal and professional service and will be linked into the appropriate support.
  • It will ensure staff of National Traveller MABS has a definitive guide on how to deal with the various types of referrals.

Principles

National Traveller MABS believes in respect, fairness, access and opportunity to ensure that justice and rights are experienced identically by all in society. National Traveller MABS works to the following principles:

  • EQUALITY
    National Traveller MABS believes in respect, fairness, access and opportunity to ensure that justice and rights are experienced identically by all in society. An acceptance of difference, a levelling of the playing field and an understanding of Travellers' needs is crucial if these values are to be embraced.
  • EMPOWERMENT
    National Traveller MABS aims to enhance Travellers capacity to make decisions and informed choices regarding their financial issues and concerns. Through transferring skills and building capacity we aim to enable Travellers to break the cycle of dependency and strengthen the community to develop self-reliance and confidence in managing the financial aspects of their lives.
  • INCLUSION
    National Traveller MABS believes that the active involvement of Travellers at all levels of MABS is important to the development of a sense of ownership and inclusion.
  • VALUING DIVERSITY
    National Traveller MABS recognises that Travellers live in a society where diversity and difference often leads to discrimination and exclusion. National Traveller MABS believes that it must be pro-active in challenging attitudes and behaviour which impinge negatively on Travellers. Respect for cultural differences and the value of diversity is essential for the inclusion, within MABS, of Travellers and other minority groups.
  • PARTNERSHIP
    National Traveller MABS working in partnership with MABS and other community, voluntary and statutory agencies develops strategic alliances which are beneficial for the advancement of its goals and objectives. National Traveller MABS believes that partnership and collaborative arrangements, whether long or short term, have a key role and are essential in addressing the financial exclusion Travellers are experiencing.
  • SUSTAINABILITY
    Sustainability requires we apply a clear, concise and comprehensive method of measuring success. This will ensure we are informed by our outcomes and continue to progress and develop. Sustainability also requires an ongoing sense of stability, a continuing strengthening of networks and development of our skills base.

Procedures for Client Assessment

Before you begin, check that the client gives verbal consent to record this data. Ensure that you tick the box at the top of questionnaire to confirm this.

Questions like:

"Is it OK with you that I record some notes about your situation so that I can best support you?" should be used.

National Traveller MABS has identified three different sources of queries:

  1. Direct Client calls (this is where a client contacts National Traveller MABS directly)
  2. Referrals from MABS/NDO/Other organisations (this is where the client is being directly referred to National Traveller MABS)
  3. Query from local MABS/NDO/Other organisation (this is where the service provider is seeking information and support only)

Direct Client Calls

  • Record all information given.
  • Listen to the caller
  • Take name and phone number of caller
  • Inform them of our role: that National Traveller MABS does not deal directly with clients but we can support them in getting the appropriate help
  • If query is related to social welfare, refer them to their local CIS office.
  • If query is related to access to credit, advise client of their options (Credit union, post office etc)
  • If query is related to debt, please follow the instructions below.
  • Ask the person if they would a)like to go to their local MABS or b) would rather speak with some one over the phone (explain to the caller the difference between the two.
  • If a) National Traveller MABS should contact the local office and get all the information in order to smooth the path for the client this will enable us to explain to the client what will be expected of them and what to expect. We will also find out about waiting times etc. Call the client back with information. The client will then call the local office directly to schedule their own appointment.
  • If b) ask the clients permission to pass details to the MABS Helpline, explain that a person from the Helpline will call them back within 24 hours. Send the caller's information to the Helpline via email helpline and state in the email that the client needs to be called back
  • Email will be picked up and call will by made by Helpline directly to client
  • The Helpline will determine if the caller is a self help caller or needs an appointment
  • If caller needs an appointment, the Helpline will refer the caller to their local MABS
  • National Traveller MABS makes contact with caller one week after initial call to ensure that they received the best service

Referrals from External Organisations

  • The name and number of the client and the referrer are taken
  • Record all information given.
  • Listen to the caller
  • Take name and phone number of caller
  • Inform them of our role : that National Traveller MABS does not deal directly with clients but we can support the client in getting help
  • If query is related to social welfare, refer them to their local CIS office
  • If query is related to access to credit, advise of their options (Credit union, post office etc)
  • If query is related to debt, please follow the instructions below.
  • Ask if the client would a)like to go to their local MABS or b) would rather speak with some one over the phone (explain to the caller the difference between the two.
  • If a) National Traveller MABS should contact the local office, explain the situation, get all the information in order to smooth the path for the client this will enable us to explain to the client what will be expected of them and what to expect. We will also find out about waiting times etc. Call the referrer back with information. The client will then need to call the local office directly to schedule their own appointment.
  • If b) ask the referrer to seek the client's permission to pass details to the MABS Helpline, explain that a person from the Helpline will call them back within 24 hours. Send the client's (not referrer's) information to the Helpline and state that the client needs to be called back:
  • Email will be picked up and call will by made by Helpline directly to client
  • The Helpline will determine if the caller is a self help caller or needs an appointment oIf caller needs an appointment, the Helpline will refer the caller to their local MABS.
  • National Traveller MABS makes contact with referrer one week after initial call to ensure that the client received the best service

Query Directly from a local MABS Office/NDO/Other Organisation

  • Obtain as much detail as possible
  • Forward service agreement to caller and ensure it gets signed
  • Record the information on the appropriate sheet.
  • Assist the Money Advisor(MA)/National Development Officer (NDO)/Other where necessary obtain all relevant information, give appropriate advice and make any appropriate referrals
  • Follow up at specified time with caller to ensure they are happy and also so we may be aware of any outcomes

With all of the above, all updated sheets must be given to the Administrator to update on the database.

Conclusion

It is the view of National Traveller MABS that a clear and standardised assessment system as outlined above will ultimately result in a better service to clients who contact our service, local services and the Helpline. It will also demonstrate our commitment to ensuring Travellers have a fair and equal access to MABS. National Traveller MABS envisages that the National Traveller MABS client assessment policy will work in tandem with the new standardised Client Assessment Policy developed by MABS NDL that is currently being piloted in several local MABS services.

Appendices

What is the MABS Helpline?

The MABS Helpline is staffed by Helpline Advisers who can assist clients deal with their debt problems by:

  • Listening in an non-judgmental way
  • Helping them assess the extent and true nature of their debts
  • Helping them explore their options
  • Providing them with the information they need to deal with their debts
  • Providing relevant self-help materials
  • Giving ongoing support over the phone, as they tackle their debt problems.

Helpline Advisers do not deal with creditors, with some exceptions (please speak to a Helpline advisor to ascertain these exceptions). The Helpline is for people who want to stay anonymous, people who have the capacity to support themselves using the self help pack or for people who just want general information.

Their contact number is 0761 07 2000. The helpline is open 9am 8pm Monday to Friday. An advisor will call a client back if necessary.

What does a local office do?

A local office will give the client an appointment, some services also offer a drop in service but you will need to check with individual offices before you refer anyone to them. Some information will be taken on first contact contact details, debt details, whether the issue is an emergency or the person is very anxious and distressed.

At the first appointment, the Money Advisor (MA) will examine the client's income and make sure they are getting everything they are entitled to. They will also establish whether the client is liable for these debts (i.e. are they in their name, where they taken out by someone else. They will then work out a budget which will show the client how much they will need to live in as to ascertain how much can be used towards outstanding debts. The MA will then help the client prioritise their debts housing, heat, light and food are usually the main priorities. If necessary, the MA will negotiate with Creditors. To do this, a financial statement will be generated by the MA which will basically outline the client's income, expenditure and calculate how much remains for creditors. Additionally, MA's will seek support for the client if necessary Community welfare, Vincent de Paul and any other charitable organisation in the area. The client may only need one appointment, they may need ongoing support.

Local offices also offer a service called Special Accounts. This enables the client to take control of their debt but with support from MABS. Once an amount is agreed upon with Creditors and client, the total amount is lodged by the client into a special Credit union account facilitated by the local MABS. The local MABS then pays the Creditors from this fund. If the client does not lodge the money, the Creditors do not get paid the onus is on the client to make sure the money is in the account.