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CMA Services & Fees INTRODUCTION Community Money Advice (CMA) is a service provider. Our customers are community based groups opera:ng under their own cons:tu:on and governance, who have the op:on of two models to help clients access debt or money advice. These community groups provide uncondi:onal, confiden:al, free, face-to- face advice, or support to access that advice, to individuals and families in their community. N.B. ScoFsh centres are branded CMAS (Community Money Advice Scotland). By affilia:ng with CMA, the local group (from here on called a ‘Centre’), gains access to a range of services for given fees, as detailed below. These services cover helping the Centre to establish the service and ongoing support when the service is open to the public. CMA provides comprehensive informa:on on the services and opera:ng models for enquirers interested in CMA affilia:on; the full range of services becoming available to the Centre from when they submit their affilia:on applica:on and joining fee. ADVICE SERVICE OPTIONS CMA offers two opera:ng models: CMA Debt Advice Centre and CMA Connect Centre. CMA DEBT ADVICE CENTRE A CMA Debt Advice Centre provides a full end-to-end debt advice service ‘in house’ for clients. In brief summary this includes: • Face to face contact and support • Teaching clients how to manage a household budget • Authorised and Regulated Debt Advice To establish and run a CMA Debt Advice Centre that service must: • Gain Financial Conduct Authority (FCA) authorisa:on to give debt advice • Have staff trained as debt advisers by undertaking CMA’s three part ‘Generalist’ training course (as a minimum) • Manage client cases in compliance with the FCA Consumer Credit Sourcebook (known as CONC) • Comply with CMA affilia:on requirements, including CMA branding FEES FOR A CMA DEBT ADVICE CENTRE £500 Affilia:on Fee, paid upon joining CMA (covering set-up period support) £1050 Service Fee, paid when the Centre opens to the public and annually thereaZer (renewal) £495 *Satellite Centre Fee (for each addi:onal site) CMA Services & Fees John Franks CMA C.O.O. June 2020
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Page 1: CMA Services & Fees (06 20) - communitymoneyadvice.com · CMA commits to monitoring and upda&ng training materials in the light of sector best pracce and regula&on, employing short-term

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

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*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

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£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

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• 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

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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

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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

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• 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:[email protected]

WelcometotheCMAFamily!

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


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