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  • Money Guiders home
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  • About
  1. MaPS
  2. Money Guiders
  3. Competency Framework
  4. E. Signposting customers

Competency Framework: signposting customers

🡨 Competency Framework Home

  • Foundations

    Skills and behaviours

    A. Personal qualities and attributes
    B. Transferable skills
    C. Self-management

    Knowledge and compliance

    D. The boundaries of the service and of your role
    E. Signposting customers
    F. Compliance and safeguarding
  • Technical Domains

    1. Knowing your customer
    2. Debt
    3. Borrowing
    4. Welfare and benefits
    5. Budgeting and cashflow
    6. Savings
    7. Investments
    8. Taxation
    9. Insurance
    10. Households
    11. Pensions
    12. Planning for later life

Foundations – Knowledge and compliance

E. Signposting customers

All practitioners – no matter their job role – must be able to elicit simple, factual information from the customer in order to signpost them to appropriate sources of further support, advice or information.

Obtaining information

E1

Awareness of:

  • Different reasons customers may have for seeking information.
  • The type of information or areas in which support might be sought (e.g. debt, borrowing, welfare and benefits).
  • The importance of timely action.

 

Ask basic questions to obtain information about the customer’s circumstances.

Signpost

E2

  • Signpost the customer to appropriate sources of further information or support, in line with organisational procedures.
  • Where red flags are identified, alert, or refer customers to, appropriate authorities (e.g. police, food bank, shelters) – as per your organisation’s own policy.
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