“The Approach” One-on-one Problem Solving FEPS Training with WNH Feb 16-19th 2016

The FEPS (Financial Empowerment and Problem Solving) Program is generously funded by the Ontario Ministry of Community and Social Services and delivered in partnership with: These FEPS training materials and support documents created by West Neighbourhood House for the FEPS program.

Before Getting Started FEPS Training with West Neighbourhood House - Feb 2016 Before Getting Started People living on a low income face many challenges managing their finances, and accessing their entitlements Requirements can be complex and confusing People may not be aware of their entitlements Cutbacks affect services There are many reasons why a participant may come to you for an appointment Facing a sudden crisis May have been referred to you May come by choice for help with a specific situation

Getting Started With Participants FEPS Training with West Neighbourhood House - Feb 2016 Getting Started With Participants Each participant will come to you with a unique situation Action can only be taken once the situation is explored and understood Very important to build trust Need to “have the conversation”, see the emotion How do we build trust? Brainstorming

FEPS Training with West Neighbourhood House - Feb 2016 Brainstorming

FEPS Training with West Neighbourhood House - Feb 2016 Building Trust How can we build trust with participants? Be welcoming when they arrive Support their comfort Waiting area; Offer water, tea; Washroom available; Child care support Eye contact Check in with them – “are you doing okay?” “Read” the person – do they want to shake hands? Do they want to hug you goodbye? Take the lead from them, read their cues, their boundaries Be aware of language challenges; keep checking back Avoid jargon if possible; repeat back what you have heard Be approachable yet professional

Adult Learning Approach FEPS Training with West Neighbourhood House - Feb 2016 Adult Learning Approach Practical, “just in time” problem solving involves participants working actively on the issues facing them This involves supporting them to think about their financial affairs in new ways Adult learning approaches are valuable An adult learning approach emphasizes that participants: Have valuable experience Value having their strengths and abilities acknowledged Want to access learning and materials that are immediately relevant to their situation Have different learning styles Need to be empowered to think critically about the issues being addressed

Starting the Conversation FEPS Training with West Neighbourhood House - Feb 2016 Starting the Conversation “Why are you here today? “What does a solution look like to you?” Start with the person’s problem Get to know how they see things, how they perceive the solution The solution process will look different for each situation, depending on the person and the problem Check in with their expectations Make sure they know what you are able to help with, and what not Their expectations vs. Your role Start with a positive assessment, acknowledge their steps

FEPS Training with West Neighbourhood House - Feb 2016 Practice Exercise Practice in group of 3: Case worker Participant Observer

FEPS Training with West Neighbourhood House - Feb 2016 How did it go? What kinds of questions? What kinds of challenges? What kinds of skills did you need as the case worker? What was easy or hard?

Getting the “big picture” FEPS Training with West Neighbourhood House - Feb 2016 Getting the “big picture” Important skills for working with participants Listening Focussing on the person Asking questions Learn about the problem Compassion (may be health concerns, housing issues, etc) Be non-judgemental Explain your note-taking process Acknowledge the steps they have taken Arrange for next steps

Financial Literacy Assessment Framework FEPS Training with West Neighbourhood House - Feb 2016 Financial Literacy Assessment Framework FINANCIAL ISSUE - Primary -Secondary Personal Biography Status - immigration, relationship, dependents Income Financial Assets Relationship With Financial Institutions Legal Issues Consumer Issues Personal Health/ Disability Money attitudes and capabilities

Starting to Talk about Money FEPS Training with West Neighbourhood House - Feb 2016 Starting to Talk about Money Why is it hard to talk about money? Brainstorming

FEPS Training with West Neighbourhood House - Feb 2016 Brainstorming

FEPS Training with West Neighbourhood House - Feb 2016 Talking about Money Reluctance to talk about money matters may come from many different feelings or experiences Sense of shame Sense of inadequacy Fear of being judged Feeling exploited Feeling stupid/not smart enough to deal with money Family culture, habits Feelings of secrecy about money Didn’t need to worry about it before, sudden change of circumstance

Promote Financial Empowerment FEPS Training with West Neighbourhood House - Feb 2016 Promote Financial Empowerment “Elastic” role “Play an ‘elastic’ role! We might have a significant role and do things FOR the participant, OR we might facilitate the participant’s solving of problems him/herself. We might start out doing things for the participant, but gradually engage him/her more and more in the process of solving their problems and getting back on track.” (FEPS staff) Modelling Model how solutions could be approached Show how a phone call could go, the process of communicating with different agencies, etc

Ethical Issues: Being Aware FEPS Training with West Neighbourhood House - Feb 2016 Ethical Issues: Being Aware This awareness needs to be present from the start Role is to support, work with the participant to make informed decisions Do no harm Help develop a plan of action, but avoid giving direct advice Stick to your role; You are not a financial advisor! Developing an action plan Assess the situation and determine the most important first response Draw on your knowledge of the social safety net, who to refer them to Work within the participant’s capacities

FEPS Training with West Neighbourhood House - Feb 2016 Wrapping Up: Key Goals Meet clients “where they are at” …but don’t leave them there! Assist in a solution to the immediate problem, offer next steps Make connections with their biography/conversation i.e. can mention CLB as an option if they have kids, let them choose to take action if they wish Keep the invitation open Let the participant decide to return for more meetings when they are ready

FEPS Training with West Neighbourhood House - Feb 2016