OUR FINANCIAL INCLUSION ACTION PLAN. Our Financial Inclusion Action Plan

Transcription

1 Our Financial Inclusion Action Plan 1

2 From Ross Low, Chief Executive Officer BaptistCare affirms its long term commitment to working with individuals, families and communities who live with entrenched disadvantage including financial exclusion through the development of our Financial Inclusion Action Plan (FIAP), with an initial focus on our Community Services Division. Programs associated with this Division have a footprint that spans across NSW and the ACT, and offer vital community services including safe accommodation for women and children escaping domestic violence, counselling services, drop-in community centres and access to safe and affordable finance through microfinance services. Across the organisation we have a workforce of 3600 people and 1000 volunteers. Almost three quarters of our managers are women. Approximately 20% of our staff work casually and a further 64% work part time. This FIAP will help us better understand the financial context of our staff, in particular our female staff, and implement as appropriate innovative measures that will assist them to move towards financial inclusion and resilience. In addition, 41% of our workforce are born overseas which will further inform the development and implementation of our FIAP. We have demonstrated our commitment to building financial resilience and inclusion for disadvantaged individuals, families and communities for over 70 years with significant investment in property and staff who are experienced and skilled professionals. Our primary approach is to help people transition to a more stable, safe and financially secure status. We recognise that the impact of financial exclusion can be profound and is often the result of multiple causes such as prolonged unemployment, domestic violence, homelessness and family dysfunction. Our programs provide multiple entry points for engagement and support and we work hard to link services together, both within BaptistCare and in collaboration with other organisations. Our accreditation journey as a White Ribbon organisation is an expression of our commitment to ensuring the safety of all staff, especially our female staff and volunteers and is also a lens through which the FIAP will be shaped, reviewed and delivered. Our commitment to the FIAP will assist us in reviewing and shaping priorities for our customers, volunteers and staff initially within the Community Services Division. In the future we will apply the FIAP more widely across the organisation. We are thrilled to be joining the growing FIAP Community of Practice to learn from other trailblazers and to share our experience in engaging the most vulnerable in our communities. Ross Low Chief Executive Officer BaptistCare 2

3 Products And Services Products and Services are at the heart of our engagement with our staff, volunteers and customers. It is critical that our products and services are not only meeting their needs, and those that are most vulnerable to financial hardship, but also accessible and relevant at all stages of an individual s journey and experience. Improve access to financial products for people on low incomes by increasing awareness and improving processes Review and develop, as needed, consistent materials for events at community centres that provide effective education regarding financial well-being, with a special focus on people living on low incomes Review of internal communications Review and development of brochures & forms Review and development of marketing materials Agreed timetable of events with marketing collateral available Increase in customers and staff accessing appropriate and affordable financial products to suit their needs Increase in access to appropriate and affordable financial products due to improved processes experience increased confidence in managing their finances as well as understanding of financial products and services Marketing and Communications Community Services Leadership Team Marketing and Communications June 2017 August

4 Products And Services To increase awareness of financial services for women escaping domestic violence (DV) living in our accommodation facilities Develop and implement processes to assist customers at community centre locations to increase their financial capabilities through digital technology Broaden the range of microfinance products available across NSW & ACT through promotion via our facilities, website and internal communication channels Review and report on materials assisting women escaping domestic violence Development of materials as identified in reports Increase in customers accessing financial status/information via personal devices NILS & StepUP marketing material available to promote products and respond to enquiries from staff, volunteers and customers Increase in financial resilience and wellbeing for women escaping DV develop clear insights into their financial status through increased financial capability and digital inclusion Streamlined access to products and services resulting in increased uptake of appropriate products by those who are eligible Housing & Retirement Living Division Community Services Leadership Team Community Centre s Marketing and Communications July

5 Products And Services Staff Develop and promote materials for our gambling counselling customers to increase financial capabilities Collaborate with FIAP Trailblazers to identify early indicators for financial exclusion and test early intervention strategies Brochures / posters displayed. trained in breadth of service options Quarterly meetings with Trailblazers to review actions and build collective expertise accessing gambling counselling have an increased awareness of our wrap around support services. Increasing staff awareness of our suite of products and services Co-ordinated activities across regions that promote financial inclusion and resilience HopeStreet Gambling Counselling Services Service Development December

6 Capabilities, Attitudes And Behaviours BaptistCare is committed to: Improving internal capabilities, attitudes and behaviours to better deliver services to vulnerable groups Improving overall capabilities (knowledge and skills), attitudes and behaviours of the vulnerable groups, directly impacting their financial inclusion and resilience through a more informed decision making process Establish a FIAP working group and monitor ongoing implementation of the FIAP actions to ensure actions are effective in enabling vulnerable customers, staff & volunteers Quarterly meetings of representatives of organisation including customers Financially excluded staff, customers and volunteers access appropriate and affordable financial services Identify and review relevant organisational policies and procedures, through consultation, to ensure that BaptistCare activities are supporting those who may be at risk of financial exclusion Review of policies and procedures Policies and procedures amended as recommended in review All relevant policies and procedures in BaptistCare are designed to improve financial inclusion of staff and volunteers December 2018 (plus annual 6

7 Capabilities, Attitudes And Behaviours Staff Implement and review staff training that improves the capacity, attitude & behaviours of staff (incl cultural awareness) to support those who are financially excluded and vulnerable groups Recruitment and support of key customers from our community centres as advocates for their vulnerable colleagues / customers Training for staff that builds awareness of key referral pathways and strengthens budgeting conversations Appointment of at least 1 peer mentor per community centre site Increase in financially excluded and vulnerable customers accessing appropriate services due to improved frontline staff capability, attitudes and behaviours experiencing increased understanding of their financial status Community Centre s Community Centre s 7

8 Awareness And Understanding Of Culture And Diversity BaptistCare is committed to helping overcome barriers that may hinder the financial inclusion and resilience of vulnerable groups (eg. language, cultural values, nuances and religious beliefs) in relation to money and finances. Review appropriateness of microfinance products and collateral for CALD / ATSI customers, staff and volunteers Increased collaboration with other key stakeholders to identify appropriate pathways of support for customers Review of all brochures / posters Meetings with key agencies (government agencies, NGO s) to identify pathways and measure effectiveness of pathways Increase understanding of both products and access to financial products and services for CALD/ATSI customers, staff and volunteers Increase links with stakeholders that work to build financial capacities, resilience of customers and staff Microfinance personnel Community Centre s October 2017 Develop and review financial skills for staff engaging in emergency relief delivery to increase effectiveness in working with ATSI / CALD customers Training for front line staff that builds competencies People with emergency needs engage in broader financial conversations that build resilience Community Centre s 8

9 Economic Participation And Status BaptistCare is committed to Encouraging meaningful economic participation through employment conditions, asset building and improving the economic status of vulnerable groups (e.g. addressing the gaps in retirement income for women, particularly those on a low income, late retirees/older women at risk of homelessness) Improving inclusion of vulnerable groups whose economic status/independence is compromised due to limited access (new migrants with no credit history), life events (relationship breakdown and inheritance of debt) and low income (long-term unemployed, under-employed, struggling to meet rising cost of living including housing) Staff Increase awareness of status of women (e.g. single mothers, over 55, people approaching retirement) in Community Services Division to identify possible future actions Review of current status of staff in Community Services Division Increase in financial well-being for staff HR Payroll December

10 Economic Participation And Status Staff Gather data on Community Services female staff regarding proportion who have salary packaging, increased super contributions, received scholarships, pay gaps especially those working part time ultimately leading to appropriate action that encourage gender equality Staff and volunteer induction processes reviewed to include financial inclusion options to ensure staff who may be financially excluded are aware of available support Review current policies and procedures Liaison with HR Liaison with Payroll Staff and volunteers induction manual reviewed and updated Female staff increasing financial capabilities and accessing appropriate benefits New staff and volunteers are aware of financial options that promote / encourage financial inclusion HR Payroll December

11 Economic Participation And Status Continue to offer transition to stable housing for women and children impacted by DV Maintain White Ribbon Workplace Accreditation for Community Services sites and Head Office and expand accreditation to remainder of organisation, in order to increase awareness of financial abuse and improve access to financial services for vulnerable cohorts Case management facilitates financial stability and competencies Accreditation application for aged care operations submitted to White Ribbon Workplace Accreditation Program Women impacted by DV experience increased financial stability and capability as part of their goal achievement BaptistCare staff recognise the forms of domestic violence, including financial abuse, respond appropriately and refer to specialist support, both in the workplace and community BaptistCare staff, volunteers and customers experience safety and well-being, including financial safety and wellbeing Case workers General Community Services Senior Leadership Group December 2017 (aged care accreditation submission) training 11

12 by the FIAP Partnership Group On behalf of the FIAP Partnership Group, I would like to acknowledge and congratulate BaptistCare for your ongoing public commitment to financial inclusion and financial resilience. Together we are embarking on a journey to explore, learn and grow both as a program through this Foundation FIAP and as Trailblazers undertaking the important process of reducing inequalities and promoting inclusive growth in our communities. Financial hardship can impact us all, at any stage in our lives through the FIAP, our hope is that every organisation will be able to respond in time and every time to ensure financial hardship can be identified early, managed and overcome. By building capacity, awareness and greater access to appropriate products and services, organisations will see the social and economic benefits in their engagement, outcomes and prosperity of customers and employees. The FIAP Partnership Group exists to support the growing community of practice to identify opportunities to better respond to financial risks, develop meaningful actions across key stakeholders and measure the social and economic impact. Drawing on our individual expertise the FIAP Partnership Group will provide implementation, evaluation and quality assurance support to ensure key actions you have identified are (i) on track to achieve the intended impact and (ii) engaging those stakeholders in most need of support. We are proud to be on this important journey with BaptistCare. At the heart of the FIAP program is the belief that together we can achieve more. BaptistCare joins the growing community of organisations that understand they play a critical role in Australia s financial future together we can reduce inequalities and realise inclusive growth for all Australians. Sincerely, Vinita Godinho General, Advisory Good Shepherd Microfinance On behalf of the FIAP Partnership Group. Supported by: Good Shepherd Microfinance 12

13 13