Introducing the financial capability training suite August, 2019 This presentation can be used as a foundation for your own; please feel free to add more slides and amend as you wish.

Who is this training for? This training is intended for anyone providing financial capability, money guidance or digital coaching to their clients. Whilst the training was developed within the Citizens Advice network, it is now available for external organisations to attend at our regional training venues, or to request to be delivered in-house. However, we would also recommend this training to session supervisors, training supervisors and project managers. In addition, the ‘Using behavioural insights to increase client engagement’ training is suitable for all levels, including Chief Executives, as it also touches on service design and project recovery.

What days are available? Why do they look like this? We like to show the four days we have developed in this way for one simple reason: the four days are designed along the same principles as our national resource offer. We’ve specifically designed the days to be taken in any order, and in fact not all advisers may feel that they need to go on all four days. This ultra-flexible modular structure to the training also offers both trainers and advisers the most flexibility with bookings and locations. Integrating financial capability into advice Technical financial capability Knowledge Using behavioural insights to increase client engagement Delivering financial capability using digital tools

Technical financial capability knowledge For anyone who would like to have a better understanding of financial products and services available to clients. This day will cover technical in-depth information on common financial capability topics. In particular, all topics are related back to clients and the situations they may face. It will not offer training on benefits, energy and water, or debt advice. Crucially, this training will not only cover technical knowledge, but also how to discuss these technical topics with our clients. Technical financial capability knowledge

Integrating financial capability into advice For anyone who would like to offer financial capability within the advice they provide. After completing this training, you will understand the different opportunities to integrate financial capability into advice and feel more confident about how to find resources to do this. Focusing exclusively on our resource offer, this day will not only deep dive into our national library, it will also cover our award-winning toolkits and supporting resources. This day requires all participants to bring an internet-enabled device. Integrating financial capability into advice

Delivering financial capability using digital tools For anyone who would like to offer financial capability within the advice they provide, but specifically focus on helping clients develop digital skills and confidence with technology. Based on an expansion of the Digital Money Coach role, this day also discusses the broader attitudes and behaviours to work with the assisted digital agenda, as well as introducing clients to a resource library of tools designed to help advisers improve a clients digital capability over time. It will not offer training on adviser IT skills. This day requires all participants to bring an internet-enabled device. Delivering financial capability using digital tools

Using behavioural insights to increase client engagement Based on the latest research and learning about the new field of behavioural insights, this day will provide advisers with a variety of useful tips, tools and guidance to improve the engagement and retention of their clients. The morning focusses on design principles that can improve services, whilst the afternoon then dives into detailed tips to improve advice during actual provision. This course is suitable for local office staff at all levels, and does not require staff to have a role involving financial capability or money advice. Using behavioural insights to increase client engagement

I’m from a local citizens advice office: what if I want to have the training at my local office? That’s absolutely fine: we are happy to provide training to a local office at no charge, although we will have to arrange dates based on our own availability. This means that if you are interested in in-house training, please contact us as soon as possible to arrange a date. Things we need the local office to do: You will need to arrange the venue Wi-Fi is essential for two of the courses: it is your responsibility to ensure that this is available. We need to confirm at least 12-16 advisers in attendance. You will need to confirm a list of attendees and venue details at least 7 calendar days before the training. If you cannot confirm a suitable venue or numbers in time, we’re afraid we will have to cancel the training: we will provide a checklist for you when you contact us.

I’m from an external organisation: how do I access the training? That’s absolutely fine: our training offer is available to external organisations at a cost of £195 per person, and they are welcome to attend the training being run at our regional office locations at: London Cardiff Birmingham Leeds Liverpool If you would prefer for us to provide in-house training, we are happy to offer that although we will have to arrange dates based on our own availability. Please contact us as soon as possible to arrange a date. If you cannot confirm a suitable venue or numbers in time, we’re afraid we will have to cancel the training: we will provide a checklist for you when you contact us.

What happens next? The training days are – like the resource library itself – live and evolving. We regularly use feedback and evaluation to help us improve and expand our training offer. Significant updates about our training will be infrequent but will reflect similar changes to our other strands of work: keep checking back for updates! We look forward to seeing you soon! The courses are currently available to book onto, and can be found on CABlink (for local offices) and our resource library (for externals). Local offices only – Current course dates will be advertised on Start the Week, on our Facebook Workplace group and the OBS, as well as on these CABlink pages.

For any further information or feedback, contact us at Financial For any further information or feedback, contact us at Financial.Skills@citizensadvice.org.uk

The Financial Capability and Consumer Education Team Bas Diablos Financial Capability Development Lead Dominic Mukwamba Financial Capability Development Officer Mel McGinn Consumer Education Development Consultant Abby Samuel

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