CLIENT

See service recipient.		  
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  SERVICE

One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  MANAGEMENT

See ADMINISTRATION		  
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  ACCOUNTABILITY

The extent to which an organization is answerable for its processes and outcomes to a variety of relevant stakeholders including: consumers, community representatives, governing bodies, and governmental regulators.		  
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  POLICY

A written statement of principles, values, or intent that provides a basis for consistent decision making and guides the actions of staff, management, and board of trustees. A policy is intentionally broad in its language and application. The following is an example of an anti-discrimination policy:

"[Organization Name] shall not discriminate on the basis of race, color, religion (creed), gender, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers, selection of vendors, and provision of services."

In contrast, a procedure is a detailed, step-by-step description of a process. It tells the reader how to do something. Generally, policies are implemented through procedures. For example, the above anti-discrimination policy would require a detailed grievance procedure in order to operationalize it within an organization.

The governing body has the fiduciary responsibility for setting organizational policy. Therefore, policies must be approved and periodically reviewed by the organization's governing body. However, the governing body typically delegates (via policy) the responsibility for policy development to management. In owner-operated for-profit companies, the owner can act as the company's governing body, depending on the company's corporate structure.

In a public agency the responsibility for setting and reviewing policies may belong to the agency's management team, elected officials, another governmental agency, or as is often the case, a combination of the above.

  
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  CONTRACT

A formal written agreement between two or more parties that specifies the services, space, or products to be provided in exchange for some form of compensation. Also known as "purchase of service arrangement."		  
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  CASE

A general term used to designate clients (including individuals, families, and groups) served by an organization for purposes of monitoring the provision of services. A foster care case is generally based on the placement of an individual child, although casework for the child may include services to the child's family. A child protective services case is based on an entire family household if a family assessment model is used; otherwise a case is defined as a child.		  
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Financial Education and Counseling Services
  
Private Org Public Agency  

PA-FEC 10: Creditor Relations

 
The agency demonstrates credibility and accountability to the credit-granting entities that have agreed to participate in a debt management plan.
Interpretation: When the creditor’s policy is in conflict with the requirements of these standards, the agency should act in accordance with creditor requirements and with the client’s best interest in mind.

Interpretation: An agency that uses a third party electronic payment provider is responsible for all of the standards in this section, and:

  1. ensures that the standards are reflected in the contract; and
  2. establishes a process to confirm that contract obligations are being upheld.
NA The agency does not provide debt management plans.

PA-FEC 10.01

 
The agency provides electronic funds transfers at the creditor’s request.

PA-FEC 10.02

 

The agency:

  1. promptly informs the creditor upon discovery of a posting problem;
  2. promptly refunds to the client or creditor any improperly credited amount; and
  3. either bills the creditor for its fair share and remits the client’s gross payment, or deducts the fair share contribution from the client’s payment, according to the creditor’s requirements.

PA-FEC 10.03

 

Within ten working days of discontinuing a DMP, the agency provides, in writing, to the involved creditors:

  1. notice of the discontinuation;
  2. reasons for discontinuation; and
  3. the client’s name, most recent home address, and telephone number on file.
Update: Added Second Interpretation - 06/01/10
Added Second Interpretation
Interpretation: Regarding element c, in some cases not all listed information is available or appropriate to release. In these cases, an explanation should be placed in the client file.
Interpretation: Information may be provided to the creditor within the timeframes noted in creditor policy.
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PURPOSE: Clients who receive Financial Education and Counseling services learn to solve financial problems and gain personal financial management skills.
 
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