1. Introducing the Veterans financial capability toolkit
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.

2. Who is this toolkit for? I’m from Citizens Advice
This toolkit is intended to provide you with the key facts and information you will need to provide tailored and bespoke advice to clients of this type, amongst your existing financial capability support offer.
I’m from another agency that supports veterans
This toolkit is intended as a central repository of all expertise and knowledge across the sector for working with this client group. However, there may be several references’ throughout this toolkit to the wider financial capability and money guidance offer provided by Citizens Advice: please contact your local Citizens Advice office for more information and support.

3. Who is this toolkit for? 4x4 Response Ambulance Service Blood Bikes
Border Force
British Army
Cave Rescue
Community First Responders
Fire Service
Highways England Traffic Officer
HM Armed Forces Veterans
HM Coastguard
HM Prison Service
Immigration Enforcement
Lowland Search and Rescue
MoD Civil Servant
MoD Fire Service
MoD Police
Mountain Rescue
NHS
Police
Red Cross
Reserve Armed Forces
RNLI
Royal Air Force
Royal Marines
Royal Navy
Search and Rescue
Second Line Responders
St Andrews Ambulance
St John Ambulance
UK Visas and Immigration

4. How was it developed?
This toolkit has been developed as part of the ongoing Money Watch pilot project, a pilot partnership between Citizens Advice and First Light Trust.
This pilot is taking place in the following areas, where it is co-located between the local Citizens Advice office and the local First Light Trust hub.
Gosport
Redcar and Cleveland
Scarborough
‘We are a dynamic, effective charity working across the UK. We provide on the ground support for veterans of the bluelight services and armed forces.
Are you a veteran struggling with civilian life? Please contact us on or
For further information on the project, please contact

5. Three unique features of this group
ONE - An extreme lack of financial capability skills
Often, clients from this group may have been in the service straight from school. This can mean that advisers will come across clients who could be in their forties or even fifties and who have absolutely no experience of living independently.
This can include a complete lack of understanding basic domestic bills, including rent, council tax and utilities. They may also have a complete lack of knowledge of any banking products or services at all.

6. Three unique features of this group
TWO - A higher proportion suffer mental health problems
Whilst clients for our service may suffer a higher proportion of mental health problems than the UK population as a whole, veterans exhibit a higher frequency of this again.
Most importantly, PTSD (Post Traumatic Stress Disorder) is the most common problem these clients face. As this is an umbrella term for a syndrome of potential problems that they may experience.
The toolkit provides detailed guidance on how best to provide supportive and helpful advice for clients with PTSD.

7. Three unique features of this group
THREE - Substantially different financial products and support
Veterans are often eligible for priority services or support that wouldn’t be an option for many of our clients. These are thoroughly covered in the toolkit, and there is also substantial signposting to other specific support that is available for veterans and armed forces personnel.
These options would not be accessible for clients who are not veterans.

8. What is contained in the toolkit?
The Armed Forces Covenant
An overview of this Covenant, what it means, and what support it offers veterans.
Barriers to engaging this group
From our experience working with veterans, we have developed some principles that offices should be aware of when recruiting advisers to work with veterans, and appointing people to specialist roles.
Proof of Service
A visual guide to different forms of Proof of Service that veterans may have
Discount cards
A clear summary of the main veteran-specific discount cards available in the UK

9. What is contained in the toolkit?
NHS Priorities
Separate breakdowns of the different priority services the NHS offers veterans from England and Wales
Housing
A summary of the veteran-specific housing options and support available from the Armed Forces and central government
Isolation/Social engagement
Guidance on combating social isolation in veterans
Pensions
Pensions for veterans fall under specific military pension schemes: a breakdown is here, including the main differences from civilian pensions.

10. What is contained in the toolkit?
PTSD Concerns
Guidance on clear, practical and pragmatic tips when supporting clients with PTSD
Relationships
Details on the support available from the Armed Forces and third sector in the case of relationship breakdowns
Working with veterans – Tips from practitioners
Useful practical tips we’ve learned from our face to face work veterans
Veteran Language – slang and idioms
A glossary of common military slang from across the Armed Forces that is useful to know when speaking to veterans

11. What is contained in the toolkit?
Appendix One - Common Ranks
A rough guide to relative ranks for advisers that have no familiarity with military hierarchies.
Appendix Two – 24-hour clock or ‘Military Time’
An explanation of 24-hour clock, and how to use it’
Appendix Three – NATO Phonetic alphabet
A list of the common military alphabet
Signposting Index
A detailed index of every major veterans-focussed third sector or government agency in the UK. Split into different genres such as generalist, mental health, welsh-specific, and disability charities.

12. What happens next?
The resource library is provided for all local Citizens Advice and partner organisations to use.
Like all of our toolkits, this is provided on the principle that it will be iterated regularly: as such, new versions of the resources will be uploaded online at regular intervals in response to continued feedback, practical testing and changes in technology. Sections will also continue to expand in size and scope on an ongoing basis.
This work could never have been done without the amazing work that is done every day by the First Light Trust, a charity that is partnering with Citizens Advice on the Money Watch project.
The team would like to thank everyone involved on the project, especially:
Rachel Henery
Justin Oswald
Yvonne Winstanley
Sally Clarke
Keith Atkinson

13. For any further information or feedback, contact us at Financial
For any further information or feedback, contact us at

14. 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

15. Presented by: Date:
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