Standards for private organizations

2020 Edition

Financial Education and Counseling Services (FEC) 10: Referrals and System Collaborations

Clients receive referrals to a network of community resources and service providers when additional services are needed.
2020 Edition

Currently viewing: FINANCIAL EDUCATION AND COUNSELING SERVICES (FEC)

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Purpose

Clients who receive Financial Education and Counseling services learn to solve financial problems and gain personal financial management skills.
1
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
2
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • In a few instances, client or staff signatures are missing and/or not dated; or
  • With few exceptions, staff work with persons served, when appropriate, to help them receive needed support, access services, mediate barriers, etc.; or
  • Active client participation occurs to a considerable extent.
3
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • In several instances, client or staff signatures are missing and/or not dated; or
  • Quarterly reviews are not being done consistently; or
  • Level of care for some clients is clearly inappropriate; or
  • Service planning is often done without full client participation; or
  • Appropriate family involvement is not documented; or  
  • Documentation is routinely incomplete and/or missing; or
  • Individual staff members work with persons served, when appropriate, to help them receive needed support, access services, mediate barriers, etc., but this is the exception.
4
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.  
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures for referring individuals to services
  • Referral directory
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Clients
  • Review client files

FEC 10.01

The organization refers clients to services relevant to financial management and the resolution of credit problems using financial, legal, and self-help resources.

Interpretation

The organization must make referrals when the client’s assessment indicates that supplemental services are necessary. For instance, when clients indicate issues that cannot be addressed by a financial education and counseling service, such as mental health issues and/or substance use, the organization should make referrals for evaluations in other social service areas.

The organization should also provide clients with access to information on mental health services, educational opportunities, economic security, transportation, housing, consumer protection, legal referral services, and other community supports through referrals and resource materials. Individuals experiencing a financial crisis, including foreclosure and eviction, are more likely to experience high levels of stress, poor physical health, depression, anxiety, and risk for suicide. When identified, these individuals should be referred to appropriate crisis and support services.
Examples: The organization may offer referrals to another service provider when clients request specific times, locations, services, or methods of service delivery (for example, telephone or Internet) that the organization is not able to provide or promptly provide, or when the organization does not offer DMPs, so clients can connect with providers that can meet their needs.

FEC 10.02

The organization develops a comprehensive network of referral sources and provides the names of multiple resources, when available.