This domain is about understanding who the customer is and their needs – which they may or may not be aware of – and draws on many of the cross-cutting behaviours and skills that underpin practice. It requires the practitioner to develop an understanding of their customers, including background, circumstances, expectations and goals. The domain comprises Tiers 1 and 2 only.
|1.1.1||Ask questions and listen carefully to the customers’ responses, clarifying when appropriate, to determine the complexity and urgency of need|
|1.1.2||Awareness of the holistic nature of money guidance, and that many areas are linked (e.g. debt and benefits; homes and mortgages and borrowing etc.)|
|1.1.3||Awareness of the ways in which life events can affect an individual’s circumstances, for example: illness; having a baby or child, including adopting and fostering; new job; moving jobs; redundancy; bereavement; divorce; separation and relationship breakdown and; major purchases|
|1.1.4||Awareness of the ‘red flags’ indicating urgent need and/or vulnerability, and how to identify them: risk of self-harm/safeguarding risk; no food; risk of homelessness; bailiff/sheriff officers and/or enforcement action and; economic and financial abuse|
|1.1.5||Awareness of Power of Attorney and third party access|
|1.1.6||Awareness of scams and what to do if a customer has been the subject of a scam|
|1.2.1||Ask detailed and probing questions, listening carefully to: understand customers’ own awareness of their need and their level of prior understanding; to understand if customers’ circumstances have recently changed or if they are likely to explore options; their pros and cons and whether alternatives might be more suitable (e.g. saving instead of borrowing) to the customers’ circumstances and; identify any additional problems or needs|
|1.2.2||Ask detailed and specific questions about customers individual circumstances which may include personal data and sensitive information|
|1.2.3||Help customers to identify their own issues, goals and priorities, including any potential challenges or barriers|
|1.2.4||Check customers’ understanding of their options, assessing their level of understanding through questioning|
|1.2.5||Clarify customers’ goals, expectations and, where appropriate, an understanding of the service and its policies|
|1.2.6||Conduct research: into local, regional and national agencies for signposting and referrals; to identify up to date information concerning the customers’ need or issue; to find out, understand and use evidence and insight that relates to delivering money guidance|
|1.2.7||Understand how much information should be provided for different types of customers/what type of information is suitable|
|1.2.8||Understand how to address concerns about fraud or identity theft|
|1.2.9||Facilitate customers to act on their own behalf, where appropriate with the aim of empowering them to manage their own affairs and change behaviours|
Find out about external training for the knowing your customer domain.
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