CMA Services & Fees

INTRODUCTION

CommunityMoneyAdvice(CMA)isaserviceprovider.Ourcustomersarecommunitybasedgroupsopera:ngundertheirowncons:tu:onandgovernance,whohavetheop:onoftwomodelstohelpclientsaccessdebtormoneyadvice.Thesecommunitygroupsprovideuncondi:onal,confiden:al,free,face-to-faceadvice,orsupporttoaccessthatadvice,toindividualsandfamiliesintheircommunity.N.B.ScoFshcentresarebrandedCMAS(CommunityMoneyAdviceScotland). Byaffilia:ngwithCMA,thelocalgroup(fromhereoncalleda‘Centre’),gainsaccesstoarangeofservicesforgivenfees,asdetailedbelow.TheseservicescoverhelpingtheCentretoestablishtheserviceandongoingsupportwhentheserviceisopentothepublic. CMAprovidescomprehensiveinforma:onontheservicesandopera:ngmodelsforenquirersinterestedinCMAaffilia:on;thefullrangeofservicesbecomingavailabletotheCentrefromwhentheysubmittheiraffilia:onapplica:onandjoiningfee.

ADVICESERVICEOPTIONS

CMAofferstwoopera:ngmodels:CMADebtAdviceCentreandCMAConnectCentre.

CMA DEBT ADVICE CENTRE

ACMADebtAdviceCentreprovidesafullend-to-enddebtadviceservice‘inhouse’forclients.Inbriefsummarythisincludes:

• Facetofacecontactandsupport• Teachingclientshowtomanageahouseholdbudget• AuthorisedandRegulatedDebtAdvice

ToestablishandrunaCMADebtAdviceCentrethatservicemust:

• GainFinancialConductAuthority(FCA)authorisa:ontogivedebtadvice• HavestafftrainedasdebtadvisersbyundertakingCMA’sthreepart‘Generalist’trainingcourse(asaminimum)

• ManageclientcasesincompliancewiththeFCAConsumerCreditSourcebook(knownasCONC)• ComplywithCMAaffilia:onrequirements,includingCMAbranding

FEESFORACMADEBTADVICECENTRE

£500 Affilia:onFee,paiduponjoiningCMA(coveringset-upperiodsupport)

£1050 ServiceFee,paidwhentheCentreopenstothepublicandannuallythereaZer(renewal)

£495 *SatelliteCentreFee(foreachaddi:onalsite)

CMA Services & Fees John Franks CMA C.O.O. June 2020

*SatelliteCentres:anaddi&onalsitewithofficeand/orclientmee&ngroomunderthesameorganisa&onandFCAauthorisa&onastheMaincentre.Atemporary/occasionalclinicheldat(fore.g.s)adoctor’ssurgeryorafoodbankisnotaSatelliteandaCractsnoaddi&onalCMAfee.

Asnotedabove,theCMAaffiliatecentrecommitstoallstaffwan:ngtobedebtadvisersa^endingaccreditedtrainingtotheequivalentoftheMoneyAdviceServiceAdviceLevelbycomple:ngtheCMALevel3AwardinGeneralistDebtAdvice.

ThecostoftheCMALevel3Awardforanaffiliatecentreis:

• Part1£65(includescourseadministra:onfee)• Part2£55• Part3£55

TOTAL:£175perperson

CMAcommitstoprovidingaminimumofthreemonthsno&ceofanyincreaseinaffiliatefeesortrainingcosts,whicharetypicallyreviewedeverytwoyears.

CMA CONNECT CENTRE

ACMAConnectCentreprovidesasimilarservicetoclientsbuttheregulateddebtadviceismanagedremotelybyatrainedCMAemployed‘HubDebtAdviser’.

InbriefsummarytheConnectCentrestaff(called‘MoneyMentors’)workwithclientsincludes:

• Facetofacecontactandsupport• Teachingclientshowtomanageahouseholdbudget• Gatheringandcolla:ngaclient’sfinancialinforma:on• Referringthatinforma:onontoaCMAHubDebtAdviser(tomanagetheregulateddebtadvice).

ToestablishandrunaCMAConnectCentrethatservicemust:

• PutinplaceCMA’spolicies,proceduresandopera:onalframeworkfortheservice• HavestafftrainedasMoneyMentors• ComplywithCMAaffilia:onrequirements,includingCMAbranding

AstrongworkingpartnershipbetweenaMoneyMentorandtheirallocatedHubAdviserisunderpinnedbytheirbothseeingandsharingtheclientcaserecordsinCatalyst(CMA’sbespoke,cloudbased,case-managementsoZware:seebelowunder‘services’);andregularcommunica:onbetweenMoneyMentor,HubAdviser,andClientismanagedbyphone,post,email,andvideo-conferencing.

FEESFORACMACONNECTCENTRE

TheannualServiceFeeincludesinthecostthefirst15casesreferredtoaHubDebtAdviser,perannum.ThePerClientCaseFeeappliestoeachaddi:onalcasereferredtoaHubDebtAdviserperannum(from16onward),invoicedeverysixmonthsinarrears.

£500 Affilia:onFee,paiduponjoiningCMA(coveringset-upperiodsupport)

CMA Services & Fees John Franks CMA C.O.O. June 2020

£1295 ServiceFee,paidwhentheCentreopenstothepublicandannuallythereaZer(renewal)

£55 PerClientCaseFee(forcasesaddi:onaltothe15perannumincludedintheServiceFee)

N.B. Clientcasessubjecttothe£55feeareloggedforfutureinvoicingatthepointwhenthecase isallocatedtoaCMAHubAdviser

Asnotedabove,aCMAConnectCentrecommitstoallstaffwan:ngtobeMoneyMentorsa^endingCMA’sonedayConnectTrainingCourse.

Cost: £65(includescourseadministra:onfee)

CMAcommitstoprovidingaminimumofthreemonthsno&ceofanyincreaseinaffiliatefeesortrainingcosts,whicharetypicallyreviewedeverytwoyears.

INTEGRATION & MIGRATION OPTIONS : DEBT ADVICE & CONNECT MODELS

If you wish to instigate any of these options please discuss with your OSM

IntegraCon(forCMADebtAdviceCentresonly)

ACMADebtAdviceCentremaywishtorefersomecasestoCMAHubAdvisers,usuallytohelpwithmanaginghighclientdemandandaheavycaseload.ThiscanbeeffectedbyCMAac:va:ngadualop:onfacilitywithinthecentre’sexis:ngCatalystaccount.ThisallowsatrainedMoneyAdvisertosetacaseforeither:1)fulldebtadvice‘inhouse’,or2)tobeallocatedtoaHubDebtAdviser.Havingadoptedthedualsystemthecentrecouldalsotakeon(andhavetrainedbyCMA)MoneyMentors:thoughtheycouldofcourseonlyusetheHubAdvicereferralop:on,notgivedebtadvicethemselves.

Thecostofthis‘dualservice’isasfollows,andcanbeac:vatedbyCMAinshortorderatany:me:

£100 One-offset-upandadministra:onfee

£55 Percasefee,invoicedsixmonthlyinarrears

N.B. ClientcasefeesareloggedforfutureinvoicingatthepointwhenthecaseisallocatedtoaCMA HubAdviser

Thecentre’sfeerenewaldateremainsset.One‘lastsixmonth’scasesinvoice’willbeissuedwithyourusualannualrenewal,thesecondwillfallsixmonthsaPeryourrenewaldate.

MigraCon

• ACMAConnectCentrecanchangetoaCMADebtAdviceCentrebygainingFCAauthorisa:onandhavingstafftrainedasdebtadvisers,priortolaunchingafull‘inhouse’service.

Thecentre’sfeerenewaldateremainsset:thefeechangesonthedateofthefirstrenewalaPerhavingmigratedtheservice.e.g.ifyourrenewaldateisJanuarybutyoumigrateyourserviceinJune,thefeewillchangetheJanuaryfollowingthemigra&on.Thecentreretainsit’s‘servicefeeinclusive’15Connectcasesun&lthedatethefeechanges.

CMA Services & Fees John Franks CMA C.O.O. June 2020

• ACMADebtAdviceCentrecanchangetoaCMAConnectCentre.Thiscanbemanagedbyadop:ngthedualsystemdetailedin‘Integra:on’(andonthesameterms)un:lall‘in-houseadvice’clientcasesareclosed,thenswitchingtotheCMAConnectCentremodelandCatalystsystemvariant.ThecentremustbeConnect‘hubadviceonly’(no‘inhouse’advicebeinggiven)beforeFCAauthorisa:oniscancelled.

Thecentre’sfeerenewaldateremainsset:theannualfeeandtermschangeonthedateofthefirstrenewalaPerhavingclosedallfullin-housecasesandmigratedtheservicetoaConnectCentre.i.e.youpaythe£100set-upfeetogainaccesstothedualsystem.Youthenpay£55percaseexactlyasdetailedin‘Integra&on’un&lyournextannualrenewaldate,whenyouwillswitchtotheCMAConnectCentrefeestructure.

SERVICES

CMAservicesareallavailabletobothDebtAdviceCentresandConnectCentres,butforthela^ersomeservicesaresimplerorslightlydifferent.ThefollowingfirstoutlinestheservicesforDebtAdviceCentresandthendetailsanyConnectCentrevariant.

Policy&Procedure

DebtAdviceservicesmustcomplywithsectorregula:ondefinedbytheFinancialConductAuthority(FCA).CMAprovidesguidanceonapplica:on,afullrangeoftemplatepolicyandproceduresandadviceonhowtoimplementproceduresandclientcasemanagementincompliancewithFCArules(CONCregula:on).CMAalsomonitorsandupdatesanychangesinregula:ononbehalfofaffiliatecentres.

CONNECTCENTRE

AsaConnectCentredoesnotmanageregulateddebtadvice(andcannot),FCAauthorisa:onisnotrequired.CMAprovideasimplerbutfullrangeoftemplatepoliciesandprocedurestounderpintheservice.

CMAcommitstocon&nuousmonitoringofsectorlegisla&onandregula&onandtotheprovisionofnecessarytemplatedocumenta&onandguidanceontheimplementa&onofupdatedregula&ontoallaffiliatesinadvanceofregula&onimplementa&ondates.

Training

Thedebtadvicesectorrequiresthatdebtadvisersaretrainedtostandardpriortoseeingclientsandcommittoongoingskillsdevelopmentthroughaddi:onaltrainingandonthejobcoaching.CMA’sthree-partGeneralisttrainingcourseisaccreditedbytheMoneyAdviceService.CMAoffersaddi:onaltrainingcoursesoninsolvencyandbudgetcoaching.Duringthecentreset-upperiodtraineeadvisersarealsorequiredtoundertakeListeningSkillsandRolePlayworkshops,in-house,employingmaterialsprovidedbyCMA(includedintheaffilia:onfees).Inaddi:onCMAaffiliatecentreshaveaccesstoarangeoffreeonlinecoursesprovidedbyWiseradviser.

CONNECT

MoneyMentorsdonotrequiredebtadvicetraining,butarerequiredtoundertakeCMA’sonedayConnectTrainingcourseandthe‘inhouse’ListeningSkillsandRolePlayworkshops.

CMA Services & Fees John Franks CMA C.O.O. June 2020

Trainingformat

CMAtrainingisbestundertakeninafacetofaceseminarformat(ourtrainerstraveltoyourloca:ontodeliverthattraining),butinsomecircumstances,onCMA’sTrainingProgrammeManager’sadvice,itmaybeappropriatetoundertakethetrainingonlineviaZoomvideoconferencing.Thisop:onistypicallyemployedwhenthegeographical‘spread’oftraineesmakeson-sitetrainingimprac:cable.

CMAcommitstomonitoringandupda&ngtrainingmaterialsinthelightofsectorbestprac&ceandregula&on,employingshort-termerratawhennecessaryandproducingnewedi&onsoftrainingmaterials,typicallyevery12to24months.CMAprovidestrainingondemandatthemostconvenient&meandloca&onfortraineeswithinthelimitsofthetrainingteam’sresources.

CATALYST

CMAprovidesallCentres,asapartoftheAffilia:onFee,accesstoCMA’sbespokecasemanagementsoZware,Catalyst.TheannualServiceFeeen:tlestheaffiliatestoongoinguseforthefulltermofaCentre’saffilia:on.Catalystisfullycompliantwithregulatoryrequirements,includingGDPR.Cloudbased,itishostedbyasecureprofessionalhos:ngproviderandsubjecttoPENtes:ng.Catalystalsohasa‘supportrequest’facility.EnquiriesthroughthisroutearemanagedeitherbyCMA’sSpecialistSupportManager(SSM)orhandedontoCMA’sITprovider,Prac:callyiO,fortechnicalsupport.

CONNECT

ConnectCentresandCMAHubAdvisersalsouseCatalystwithaninterfacevariantdesignedforthemodel.

CMAcommitstothecon&nuousupda&ngofCatalysttoensurefullcompliancewithregula&on.CMAalsoprovidesanopenchannelforuserfeedbackanddevelopmentsugges&ons,whicharethenassessedandra&fiedbyCMA’sCatalystDevelopmentTeam(CDT),andasappropriateincludedinarollingprogrammeofincrementalergonomicimprovements,subjecttofunding.

RegardingSupportRequests,CMAendeavourstoensurea24-hourturnaroundonrespondingtoenquiries.Likewisetheresolu&onoftechnicalissues,thoughtheycanbesubjecttocomplexi&esthattakemorethan24hourstoresolve.

Adviceline

CMAprovidesallaffiliateswithanadviceservice,eitherviaafree0800numberorbyemail.ThisserviceismanagedbyCMA’sSpecialistSupportManager(SSM),offeringadvicefortheaffiliate’sadviceteam(notclients)oncaseworkmanagement.Itisopenfrom9.00to21.00fromMondaytoFriday.Closedweekends,BankHolidays,andacrossChristmas/NewYear.

CMAcommitstocallsandemailsbeingansweredaspromptlyaspossible,endeavouringtoalwaysrespondwithin24hoursmaximum.

CONNECT

MoneyMentorsdonotmanagedebtadvice,andcaseworkrelatedques:onswillbecoveredbytheirCMAHubAdvisers.SothetelephoneandemailAdvicelineservices,althoughavailabletoMoneyMentors,areusuallynotrequired.

CMA Services & Fees John Franks CMA C.O.O. June 2020

InsolvencyReferralServices

DebtReliefOrder(DRO)andIndividualVoluntaryArrangements(IVA)aredebtsolu:onsthatrequireimplementa:onbyapprovedbodiesorinsolvencyprac::oners.TheseareonlyapplicableinEnglandandWales.Scotlandhasitsowndebtsolu:onssubjecttosimilarrequirements:DebtArrangementScheme(DAS);MinimalAssetProcess(MAP);TrustDeed.

DRO

CMAisa‘DROCompetentAuthority’whichmeansthatwecanprovidetrainingtoallowaffiliateadviserstobecomeauthorised‘DROApprovedIntermediaries’andmanageDROswiththeInsolvencyServiceonbehalfoftheirclients.

CMAalsohasacentralteamofDROApprovedIntermediaries(DROAIs),managedbyCMA’sSpecialistSupportManager(SSM),sothatCentreswithoutsuchaspecialistcanreferDROcasestotheSSM.ADROAIwillthenliaisewiththeInsolvencyServiceontheCentre’sbehalf.

CMAreviews,updatesandcommunicatestoCentres,changesinDROapplica:oncriteriaorprocedureonarollingbasis.

CMAendeavourstoensuretherapidimplementa&onoftheDROapplica&onprocesstotheInsolvencyServiceintheinstanceofcasesreferredtothecentralCMADROIntermediaryteam.Dependenceonclientcircumstances,theprovisionofinforma&onfromtheCentre,andtheresponseoftheInsolvencyService,meansthatnospecific&meframecanbedefined.

IVA

IVAshavetobeadministeredbyalicensedinsolvencyprac::onerandCMAisabletorecommendIVAproviderstotheCentreatthe:meanIVAisiden:fiedasasuitabledebtsolu:onandtheclientwishestoinves:gatefurther.Affiliatesarefreetousetheirownchoiceofprovider.

SCOTLAND

DebtArrangementScheme(DAS)andMinimalAssetProcess(MAP)requireanApprovedMoneyAdviser,andTrustDeedsrequirealicensedinsolvencyprac::oner.CMAS(CMAScotland)canhelpyouaccessreferralserviceswhereappropriate.CMAScentresarefreetousetheirownchoiceofprovider.

CONNECT

TheseservicesareaccessedbyCMAHubAdvisers,notbyMoneyMentors

FieldManagementSupport

CMAprovidespersonalsupportthroughOpera:onsSupportManagers(OSMs)witheachCentrehavingaspecificregionallybasedOSM.TheirroleiscentralandvitaltoCMAcentresupportandtheyareabletoprovidearangeofservices,including:

• AnnualvisittoauditFCAandopera:onalstandards(includingaminimumoftwofilereviewsperannum)• Addi:onalsupportvisits(minimumofoneperannum)

CMA Services & Fees John Franks CMA C.O.O. June 2020

• Onrequest,trainingonCatalystsoZware• AdviceonallCentremanagementissuesfrombestprac:cetosuccessionandlocalmarke:ng• Phone,emailandZoomadvice/contact

OSMsworktoanumberofkeystandards

• Annualauditvisit• Addi:onalcentrevisitsaccordingtoneed/demandandtheOSM’s:mecapacity• Catalysttrainingandmanagementadvicevisitsonrequest• Phoneandemailcontact.24hrresponse,butallowingpart:meworking,24hoursmightmean‘bytheendoftheirnextworkingday’

• Provisionofvisitreportswithin7daysmaximumofthevisit

CONNECT

ConnectCentresdonotrequireanauditofFCAregulatoryrequirements,thereforetheynormallyonlyhaveoneOSMvisitperyear,nottwo.However,addi:onalvisitscanbeorganisedwhenrequiredbyarrangementwithyourOSM.AllotherOSMservicesarethesame.

AddiConalServices&Resources

Inaddi:ontotheabovekeyservices,CMAprovidesthefollowing:

• SupportregardingmediacontactandPR,includingtraining• CMAlogoandbrandingguidelinesforyourcentre• Mediarepresenta:onandevents,raisingtheCMAnetwork’sprofile• Website,includinga‘centreresources’sec:onwithabroadrangeofinforma:onandguidance;andawebpageforyourcentre

• CMAengagementwithsectorworkinggroups,providingarespected‘voice’intothedebtadvicesector• AnnualConference(withdiscountedaffiliaterates)including:notablekeynotespeakers;informa:on/trainingseminars;networkingandvaluablesocial:me

• FacebookandTwi^erpresenceforaddi:onalPRandnetworkconnec:vity

CustomerSaCsfacCon

CMAconsidersitvitaltobeprovidingservicesthateffec:velysupportouraffiliates,andalsotocapturefeedbacktoincorporateinfutureplanning.Tothisend,CMAdistributesanannualques:onnaire,askingCentreManagers/Advisers/MoneyMentorsfor(anonymous)feedbackonallofCMA’skeyservices.Wealsowelcomerollingfeedback.Allconstruc:vefeedbackistakenintoCMAserviceplanningasapartofacommitmenttocon:nuousimprovement.

Ifanaffiliatehasconcerns,isdissa:sfied,orwishestomakeacomplaintabouttheiraffilia:on,wewouldaskthemtoini:allyspeaktotheirOSMorJohnFranks(COO).AffiliatecentrescanrequestacopyofCMA’scomplaintsprocedureatany:mebycontac:ngtheirOSMoremailing:info@communitymoneyadvice.com

WelcometotheCMAFamily!

CMA Services & Fees John Franks CMA C.O.O. June 2020