- 1. Preface
- 2. Overview
- 3. Program management and service delivery
- 4. Responsibilities and accountabilities under the program
- 5. Performance management and evaluation
- 6. Funding agreement
- 7. Privacy and confidentiality
- 8. Complaints
- 9. Contact information
- 10. Attachments
The Financial Management Program aims to help to improve the financial self-reliance 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.
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.
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, 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.
Money Management Services comprise the following services:
- Family Income Management in Cape York (FIM)
- 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 Support of Home Ownership were amalgamated into the Money Management Services strategy under the Financial Management Program.
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.
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.
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
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.
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.
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 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:
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.
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:
- 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.
- 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.
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.
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:
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, Money Management Education Program (that uses the Kit), Family Payments Education client resources and Money Management Home Ownership Structured Education Program (including Home Ownership on Indigenous Land) 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, Money Management Education Program (that uses the Kit) and Family Payments Education client resources the facilitator/trainer must complete the required training.
To deliver the Money Management Home Ownership Structured Education Program (including Home Ownership on Indigenous Land) 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 Structured Education Program (including Home Ownership on Indigenous Land) 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.
3.6.1 Overview of training requirements to deliver FaHCSIA’s suite of tools and resources
Qualification/Training Why Required By Who Certificate I in Financial Services Employment condition for Trainee
To deliver a Certificate I in Financial Services
- Anyone delivering a Certificate I in Financial Services
Certificate III in Financial Services To deliver money management education, information and ongoing support to clients.
To deliver a Certificate III in Financial Services
- Team Leader
- Money Management Worker
- Anyone delivering a Certificate III in Financial Services
MoneyBusiness Community Education Kit (2 days) To deliver the MoneyBusiness Community Education Kit and Money Management Education Program to clients
- Anyone delivering these products
Family Payments Education (2 days) To provide information and support on Family Payments, Centrepay and Extended Family Care
- Anyone delivering these products
Certificate of Competency in Money Management Home Ownership Structured Education Program (2 weeks full time) To deliver the Money Management Home Ownership Structured Education Program to clients or assess client competencies
- Anyone delivering or assessing this product
Certificate IV – Assessment To assess client competencies for the Money Management Home Ownership Structured Education Program
- Anyone assessing client competencies
Certificate IV – Training and Assessment To deliver and assess the Money Management Home Ownership Structured Education Program.
To deliver and assess a Certificate I or III in Financial Services
- 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, Money Management Education Program and Family Payments Education to enable them to assist 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 Structured Education Program (including Home Ownership on Indigenous Land) 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 MoneyBusiness Community Education Kit & Money Management Education Program Family Payments Education Requirement for all Requirement for all Requirement for all Part time – completion required within six months of employment, although a shorter period of three months is encouraged 2 days full time 2 days full time Option 2: Completion within one month (accelerated) Certificate III in Financial Services – Indigenous MoneyBusiness Community Education Kit & Money Management Education Program Family Payments Education Requirement for all Requirement for all Requirement for all 3 weeks full time 2 days full time 2 days full time
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 firstname.lastname@example.org.
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).
- 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.
- Certificate III in Financial Services (Indigenous);
- MoneyBusiness Community Education Kit (developed in partnership with Australia and New Zealand Banking Group Limited);
- Money Management Education Program;
- Family Payments Education; and
- Money Management Home Ownership Structured Education Program (including Home Ownership on Indigenous Land).
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.
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.
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:
- 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:
- 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
Outcomes for Money Management Services are:
- people have an increased awareness of, and access to, money management education and information, financial services and ongoing support;
- people have an enhanced ability to meet immediate financial needs and obligations; and
- people are able to put aside money for the future, build assets and reduce debt.
The planned outputs from Money Management Services are:
- money management support to families and individuals, including:
- education, intensive coaching and ongoing support in financial literacy, budgeting, family payments and consumer awareness;
- supported use of tools and resources to implement family and household budgeting, bill paying, debt management, savings plans and purchases;
- assistance with accessing financial institutions, products and services; and
- 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:
- 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;
- 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.
Service providers are required to provide progress reports that will include the following information:
- 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.
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:
- 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.
The provider shall keep such records as will allow:
- 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.
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:
- 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:
- 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
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.
8.1 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]
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.
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));
- Money Management Education Program;
- Family Payments Education; and
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 self-paced 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.
|FNSICIND301A||Work in the financial services|
|FNSICGEN301A||Communicate in the workplace|
|FNSICGEN302A||Use technology in the workplace|
|FNSICGEN304A||Apply health and safety practices in the workplace|
|FNSAIC301A||Establish client relationship and analyse needs|
|FNSASIC302A||Develop, present and negotiate client solutions|
|FNSICGEN03A||Work with others|
|FNSICCUS305A||Maintain customer database|
|FNSICADV301A||Provide generic advice on financial products and services|
|FNSICCUSS301A||Respond to customer enquires|
|CHCCD2A||Provide community education programs|
|TAADES402||Design and develop learning programs|
|TAADEL403A||Facilitate individual learning|
People with Recognised Prior Learning (RPL) skills and experiences may not have to complete all units.
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:
- 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.
Money Management Education Program
The Money Management Education Program is provided one on one or to small groups. It uses the MoneyBusiness Community Education Kit to provide education to clients. A certificate of participation/completion is awarded to clients who have completed all six workshops.
Completion of this program is a requirement before participation in the Money Management Home Ownership Structured Education Program and some welfare reform initiatives.
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
- 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 Structured Education Program, including Home Ownership on Indigenous Land
This education program has been developed to inform and educate Money Management Services clients on the financial aspects of home ownership. Two streams are offered for education on home ownership: Home Ownership on Indigenous Land Structured Education Program (MM HOIL SEP) and Home Ownership Structured Education Program (MM HO SEP) for all other land. One on one or small group training is provided for both these programs.
The training package includes a facilitators guide and participant workbooks.
Each stream is made up of 9 workshops. The MM HOIL SEP has an additional induction component and an alternative Workshop 5 module is used. The workshops are as follows:
- Induction: Home Buyer Induction (MM HOIL SEP only);
- Workshop 1: An Introduction to home ownership (MM HO SEP only);
- Workshop 2: Types of houses;
- Workshop 3: Costs of buying a house;
- Workshop 4: Assistance for home buyers;
- Workshop 5: MM HOIL SEP - The HOIL process for buying a home;
- Workshop 5: MM HO SEP - The process for buying a house;
- Workshop 6: Getting information and advice;
- Workshop 7: Choosing a home;
- Workshop 8: Making Loan repayments; and
- Workshop 9: 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 either the MM HOIL SEP or MM HO SEP is a requirement for Home Ownership on Indigenous Land participants and home ownership participants for Regional Partnership Agreements/Shared Responsibility Agreements and some welfare reform initiatives.