CCCS Training
Customer Experience
For some time North Tyneside Council were conscious of a need to be
more financially inclusive, finding that simply enforcing debts
regardless of the consequences was not always the best solution.
Year on year they found they were dealing with the same people, and
felt unable to change their debtors’ payment habits. The council found
that more and more people were repeatedly changing location and never
making payment of their council tax.
Turning Debtors into Payers
At the same time, it was becoming increasingly apparent to the team
that debt issues are often more complex than basic non-payment. It
is far easier to collect a debt if the person owing is receiving their
full entitlements, they are maximising their income and making the best
use of it. They were keen to look at causes and work on solutions to turn
their debtors into payers.
With this in mind, they decided it would be beneficial for all of their
staff to gain a greater understanding of how and why people get into debt,
and find themselves in financial difficulty. At the same time it was important
to them that they gain a more detailed grasp of what is reasonable expenditure,
becoming better positioned to educate debtors on the importance of prioritising debts.
Learning for Change
Around this time, North Tyneside Council became aware of CCCS initiatives.
"Consumer Credit Counselling Service is held in high regard nationally;"
said Jackie Mulvey, Principal Recovery & Enforcement Officer "and the
Dealing with Debt course fit our requirements perfectly."
The council piloted the course in 2007, entering a group of twelve staff
onto the course. In the coming year, they plan to enter a further 48.
"With this greater understanding we are able to be more empathetic and able
to identify solutions and signpost people for more suitable professional
advice where appropriate. This additional knowledge gives our staff the confidence
to ask the right questions to identify underlying issues."
New dialogues have now opened up with debtors to the council, which has not
only helped demonstrate that there is help available to those who need it, but
allowed the council in new ways to show that they are an approachable and
understanding organisation.