Accountability is critical for providing structured evaluation of counselor job performance and validation of work output.

 

Accountability is an important pillar of financial counseling requiring a standardized process that creates actionable steps and provides quality data to produce measurable results. To ensure professional services are provided on a consistent basis, competency must be demonstrated in several areas including subject matter, client/counselor confidentiality, and work output.

 

Reports can isolate specific data depending on program needs and provide valuable input to counselors, managers, community partners, and funders. A successful financial counselor has the ability to recognize and adapt to changes in the counseling process, be a good problem solver, and utilize critical thinking skills. Accountability builds a trusting relationship which fosters client growth and results in successful outcomes. We may not have the answer or direction to offer a client in need, but we can always listen attentively and respond compassionately. Often during this conversation, a new idea comes as a result and reinforces problem solving skills. Being accountable gives a counselor confidence to push beyond their own barriers to find new avenues for solutions, just like we are asking our clients to do.

 

Standard Counseling Process

Standardizing the counseling process aids in efficient time management techniques and allows for higher client capacity while maintaining equal experiences. Following a consistent format during an initial client visit helps establish a pattern to collect information for later reference. It provides a framework for financial counseling and a process for dealing with issues directly affecting the client. This tends to normalize their experience there by reducing the stress of their situation.

 

Providing a format for standardized sessions gives counselors the tools necessary to draw out client issues.  Following a routine approach touches on important financial aspects and highlights areas where client struggle is evident. By comparing budgets to credit reports and analyzing debtor activity, financial counselors can identify areas to discuss with clients in order to shape potential solutions. During a review of one client’s budget, she mentioned how bill collectors were constantly flooding her phone, using up valuable minutes she could ill-afford. As a solution we ran her credit report, sent each collection agency a cease call letter, and by the following visit she happily reported that the calls had stopped. One company even stopped reporting all client-owed debt to the credit bureau resulting in an improved credit score.

 

Identifying factors which inhibit the counseling process and prevent outcomes will help address what procedural changes may be necessary. Management should be constantly analyzing, tracking, and monitoring data through reports and comparing information against program goals. This provides an opportunity to spot trends, identify issues before they become problematic, and allows for input from counselors to implement corrective action in a timely manner.

 

Having counselors become involved in extracting solutions as identified by data analysis gives them buy-in to find workable solutions and holds them accountable to the process. Realizing a problem with a high percentage of cancelled and no-show appointments, we were able to identify the primary issue as unaffordable transportation costs. The solution was to offer bus passes and gas cards as incentives resulting in fewer missed appointments, increased session attendance, and a higher percentage of successful outcomes.

 

Tracking Outcomes and Data Points

When compiling summary reports, supervisors can identify areas where additional attention is needed and highlight where problems are evident. Breaking down goals quarterly, monthly, and weekly keeps counselors accountable in managing their time. Monitoring data helps to spot trends, identify problems, and track successful completion within the program. If goals are clearly stated and outlined properly, counselors can use management reports to maintain focus on areas where counselor performance may be lacking. Management should use the data analysis process to identify areas of weakness within the program and provide solutions to maximize counselor effort.

 

After reviewing quarterly data showing lower session attendance than expected, the team met to brainstorm on possible reasons and what actions could be taken. Limited appointment availability was identified as the primary cause. The solution was to offer later appointment times to accommodate client work schedules and included more flexible work hours for counselors to meet demand. New target goals were calculated for each counselor so that the program goals would be back on track. This allowed counselors to manage their appointment schedules according to individual needs while meeting overall objectives.

 

Ultimately, counselors are expected to help clients set goals and achieve successful outcomes. Managers can generate reports highlighting those clients that are near goal and provide counselor focus. In the daily activity of financial counseling, it is easy to lose track of individual debt reduction targets, savings increases, improved credit scores, and banking outcomes. One report generated during a training session showed numerous clients with potential banking outcomes. That report was divided down and provided to individual counselors who could then schedule client sessions to validate information and capture the outcomes.

 

Personal Accountability Measures

Additional education through independent research, collecting reference resources, peer-to-peer discussions, and guest speakers all enhance a counselor’s level of professionalism. Recognizing areas of weakness within the program and adapting new procedures to address them will ultimately hold counselors accountable to a system that provides quality data and proven results.

 

When the importance of reviewing credit reports became evident as a primary function of initial counseling sessions, counselors realized additional training and resources were necessary to understand the credit report format. To better inform clients on what options to consider, counselors did peer-to-peer trainings, used online tutorials provided by the credit bureau, referenced printed materials, and shared best practices. This provided uniformity in understanding what information was important and how to focus client action to maximize results.

 

Client empathy, an ability to identify key areas of concern, prioritizing a logical order to address issues, and providing a stable structure with clearly established goals are the foundation of a successful financial counselor. Clients must be able to define a purpose that moves them to take action. They will return so long as there is perceived value in their experience and there are valid needs to address. Counselors must know and recognize professional boundaries and acknowledge limitations within the scope of financial counseling. They must be able to adapt to situations, modify processes, and redefine solutions as new information warrants.

 

Professionalizing the field of financial counseling and coaching ensures all people, regardless of their circumstances, receive high-quality financial counseling in a safe and secure environment. By providing a standardized method to deliver and manage financial counseling services, clients will learn to make sound financial decisions, thereby promoting the long term stability of families and strengthening the communities in which they live.