We need to talk about debt advice
In a new briefing – “Voices from the front-line: how MaPS is failing debt advice”, launched to coincide with the end of the Money and Pensions Service’s Talk Money week, the We are Debt Advisers (‘WADA’) campaign group brings the voices of front-line workers to the fore and to expose how services are now at breaking point. Front-line advisers in community-based agencies report that they are:
Facing impossible workload pressures, exacerbated by rising demand and case complexity, as well as by MaPS’ unrealistic targets, which are based on client numbers rather than outcomes. This is causing many advisers to quit.
Having to deal with increasing numbers of people who, although initially routed to national online and phone services, find that these do not provide them with sufficient support, and are subsequently told to obtain support from community-based agencies.
Underpaid for the job they do, and worried about their own ability to make ends meet and about their health and well-being.
Being told that recruitment to vacant posts will have to be frozen to save money and being warned of possible redundancies.
The crisis in debt advice is of MaPS’ own making. Previous failed commissioning exercises have destabilised the sector, and contracts have imposed terms and conditions on front-line workers which have created unmanageable workloads.
The current grant agreements for their vital services are due to expire in a little over two months’ time. In September, MaPS announced its intention to put in place new 26-month grant agreements, but these propose cuts of 10%, Also we hear that not one agreement has yet been signed and agencies are now grappling with the inevitable repercussions for staffing levels and service delivery.
At the same time, MaPS’ plans to expand national, online and phone based, services have hit the buffers. Despite announcing their intention to award contracts in October, the ten day ‘standstill period’ during which unsuccessful bidders are provided with an opportunity to challenge MaPS’ decisions has subsequently been extended ‘indefinitely’. MaPS appears to be struggling to justify its decisions.
Front-line advisers demand an end to cuts and call for an inquiry into MaPS’ failures
Even prior to MaPS’ latest commissioning failures, a WADA survey of over one hundred front-line advisers working in MaPS funded services, revealed that the health and well-being over half was suffering due to growing case complexity (77%) and increased volume targets (30%). With many now being told by their employers that recruitment to vacant posts will have to be frozen to save money and that there is a potential for redundancies, it is clear services will be unable to cope for much longer.
WADA has therefore today written to the MaPS Chief Executive, Caroline Siarkiewicz, demanding that the proposed 10% cut to community-based services be reversed. We are also calling for the Treasury and DWP Committees to jointly investigate the failure of MaPS to deliver its statutory objectives.