recording financial capability on petra - trainer guidance resources/financial... · 3 ©2015...

Recording financial capability on Petra Trainer guidance

Trainer guidance for Advice Issues Codes (AIC) on Petra

2 ©2015 Citizens Advice RFCP/July17/v4

Citizens Advice financial capability

This session pack has been produced as part of Citizens Advice Financial Skills for Life.

Copyright © 2015 Citizens Advice All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057, VAT number 726020276, Company Limited by Guarantee, Registered number 1436945 England. Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD

Although care has been taken to ensure the accuracy, completeness and reliability of the information provided, Citizens Advice assumes no responsibility. The user of the information agrees that the information is subject to change without notice. To the extent permitted by law, Citizens Advice excludes all liability for any claim, loss, demands or damages of any kind whatsoever (whether such claims, loss, demands or damages were foreseeable, known or otherwise) arising out of or in connection with the drafting, accuracy and/or its interpretation, including without limitation, indirect or consequential loss or damage and whether arising in tort (including negligence), contract or otherwise.



Recording financial capability on Petra The aim of this guidance is to help advisers to record financial capability interventions that they make with clients accurately and consistently on Petra. These codes can be used whether the intervention was in an integrated setting i.e. as part of another advice session, or in a dedicated financial capability session.

These notes are for the use of Citizens Advice advisers and volunteers only. The Petra case-handling system is one used across the Citizens Advice network, and the codes noted here are provided accordingly.

If you are a non-Citizens Advice partner and wish to build on this when recording your own financial capability work are welcome to do so. We would recommend ‘mapping’ the interventions stated here to the appropriate codes on your own case-management system. Unfortunately, the Financial Skills for Life team cannot provide support for non-Citizens Advice organisations, unless delivery is in conjunction with a member of our network.

Trainers are encouraged to feedback to the Financial Skills for Life about training materials or resources. If you have any comments, please contact: [email protected]

mailto:[email protected]



Contents

Petra advice issues codes (AICs) 5

General guidance 8

AICs mapped against Citizens Advice financial capability resource topics:

Banking 9

Budgeting 11

Credit 13

Debt 15

Energy and water 16

Insurance 17

Jobs and employment 18

Saving 19

Digital money coaching 20

AICs mapped against Citizens Advice financial capability resource support:

Presentations to use with clients 29



Petra advice issues codes (AICs) The first screen on Petra is shown here. Select option 7 – Financial services & capability.



The second screen on Petra is shown here. Select the option 20 – Financial capability



The third and final screen on Petra is shown here. Select the appropriate letter for the intervention with your client. These letters are mapped against Citizens Advice financial capability resources in the following section for guidance.



General guidance – Resource topics The following guidance is meant as an indication of the areas of financial capability that are, generally speaking, captured by a particular activity in our suite of financial capability resources. However, they are offered only as guidance and an you are not obliged to stick to them exactly.

If you feel that other areas were covered during your session with the client, or in fact that certain areas were not covered at all, then you should select the appropriate codes.



Banking

Session/activity AIC code/s Foundational banking session

• Activity 1 - super basic quiz A

• Activity 2 - why have a bank account? A

• Activity 3 - ways to pay for the weekly shop W

• Activity 4 - proof of identity and address D A

• Activity 5 - steps to open a bank account A

Basic banking session

• Activity 1 - very basic banking quiz A

• Activity 2 - what can a bank account do for me? A

• Activity 3 - types of bank card A

• Activity 4 – remembering and using pins A

• Activity 5 - reading a basic bank statement A B D

• Activity 6 - credit Unions basic factsheet A C

• Activity 7 - what else will help? -

Intermediate banking session

• Activity 1 - money acronyms A

• Activity 2 - which account? A B

• Activity 3 - what is a debit card? A

• Activity 4 – contactless card factsheet A

• Activity 5 - overdraft factsheet A C

• Activity 6 - PIN tips A

• Activity 7 – How to tackle problems with your bank A B D



• Activity 8 - travelling abroad factsheet W

• Activity 9 - credit unions detailed factsheet A C

Advanced banking session

• Activity 1 - ways to pay A

• Activity 2 - different types of account A

• Activity 3 - direct debit vs standing orders A

• Activity 4 – direct debit and standing order factsheet A

• Activity 5 – cheques explained A

• Activity 6 - filling in cheques A

• Activity 7 - reading a bank statement A B D

• Activity 8 - managing cash flow A B C D T

• Activity 9 - what now and where next? -



Budgeting

Session/activity AIC code/s Foundational budgeting session

• Activity 1 – top tips for making a budget B

• Activity 2 – bills bills bills D

• Activity 3 – gas and electricity D F

• Activity 4 – food B

• Activity 5 – transport B

• Activity 6 – why have a bank account A

• Activity 7 – what proof will I need to open a bank account? A

• Activity 8 – different ways to pay bills D

• Activity 9 – what now and where next -

Basic budgeting session

• Activity 1 - budgeting quiz B W

• Activity 2 - attitudes to cash W

• Activity 3 - expenditure cards B W

• Activity 4 - money personality quiz W

• Activity 5 – good reasons to have a budget B

• Activity 6 - reducing expenditure and increasing income W

• Activity 7 - 50 tips to save money B W

• Activity 8 – basic spending diary B

• Activity 9 - sales jargon W



Intermediate budgeting session – no numeracy required

• Activity 1- essential or non-essential? W

• Activity 2 - how to reduce my bills W

• Activity 3 - top tips – loyalty cards W

• Activity 4 - budget building guide B

• Activity 5 – How do I convert between weeks/months/years? B

• Activity 6 - Intermediate spending diary B


Intermediate budgeting Session – numeracy required

• Activity 1 - what bills do I need to consider? B D

• Activity 2 - maximise income and reduce outgoings B D W

• Activity 3 - reducing expenditure handouts W

• Activity 4 - Rachel’s story B W

• Activity 5 - budgeting case studies B D

• Activity 6 - how long should I keep my paperwork? W

• Activity 7 - where now what next? -

Advanced budgeting session

• Activity 1 - bills and consequences of non-payment D S T

• Activity 2 - converting between weekly, monthly and yearly B

• Activity 3 - practising budgets B D

• Activity 4 – advanced spending diary B

• Activity 5 - budgeting with a new baby B R

• Activity 6 - loyalty cards exercise W

• Activity 7 - recommended tools/signposts R



Credit Session/activity AIC code/s

Basic credit session without numeracy

• Activity 1 - explaining jargon - a story A B C

• Activity 2 - basic credit jargon A C

• Activity 3 - missing words exercise A C

• Activity 4 - a credit conversation C

• Activity 5 - interest-free finance - basic factsheet C

• Activity 6 - credit unions factsheet A C


Basic credit session with numeracy

• Activity 1 - basic APR factsheet C

• Activity 2 - Sarah’s wedding outfit - case study C

• Activity 3 - finance types - basic factsheet C

• Activity 4 - ten credit tips factsheet C

• Activity 5 - identity theft W

• Activity 6 - types of loan - basic factsheet C


Choosing credit session – intermediate no separate components

Intermediate credit session

• Activity 1 - APRs explained C

• Activity 2 - car payment methods C

• Activity 3 - contract Language factsheet C W



• Activity 4 - credit check factsheet C

• Activity 5 - matching loans to definitions C

• Activity 6 - credit language factsheet A C

• Activity 7 - real cost of borrowing C

• Activity 8 - APR cheat sheet table C

• Activity 9 - store card factsheet C

Advanced credit session on APRs

• Activity 1- APR formula C

• Activity 2 - car APR exercise C

• Activity 3 - loan calculators C

• Activity 4 - credit card exercise C

• Activity 5 – hire purchase exercise C

• Activity 6 - detailed APR factsheet C


Advanced credit session without APR

• Activity 1 - advanced credit jargon A C

• Activity 2 - buy as you view exercise C

• Activity 3 - finance types - advanced factsheet C

• Activity 4 - mock credit report C

• Activity 5 - credit report exercise C




Debt

Session/activity AIC code/s Basic debt session

• Activity 1 - debt emergency cards D S T

• Activity 2 – what a non-priority creditor can do E T

• Activity 3 - priority and non-priority debts – quick reference E S T

• Activity 4 - tips for dealing with debt E S T

• Activity 5 - what paperwork will help me deal with debt? B D S T


Advanced debt session

• Activity 1 - sorting the post D S T W

• Activity 2 - options for dealing with debt E

• Activity 3 - debt collection rules – factsheet E

• Activity 4 - debt collection exercise E

• Activity 5 – Control of Goods Act factsheet E

• Activity 6 - types of debt – signposting E



Energy and Water

Session/activity AIC code/s Basic energy and water

• Activity 1 - energy quiz W

• Activity 2 - electrical appliances quiz W

• Activity 3 - saving energy in the home W

• Activity 4 - how do I switch energy companies F

• Activity 5 - what do you need to switch? F


Advanced energy and water

• Activity 1 - reading a standard energy bill D

• Activity 2 - reading an energy meter - factsheet D

• Activity 3 - water meter calculator D W

• Activity 4 - reading a water meter – factsheet D W




Insurance

Session/activity AIC code/s Insurance session

• Activity 1 - types of insurance K

• Activity 2 - shopping around for insurance K H




Jobs and employment

Session/activity AIC code/s Jobs and employment session

• Activity 1 - CV tips Q

• Activity 2 - payslips exercise Q

• Activity 3 - payslips explained Q

• Activity 4 - payslips factsheet Q

• Activity 5 - tax codes Q

• Activity 6 - dealing with redundancy Q

• Activity 7 - why have a pension? L




Saving

Session/activity AIC code/s Basic saving module

• Activity 1 - savings quiz A N

• Activity 2 - what we save for B N

• Activity 3 – jam jar saving guide B N

• Activity 4 - tips for day to day saving N W


Advanced saving module

• Activity 1 - advantages of saving N

• Activity 2 - inflation and interest N

• Activity 3 - protecting your savings A N

• Activity 4 - the best places to save A N

• Activity 5 - online savings tools N



General guidance – Digital Money Coaching The following guidance is meant as an indication of the areas of financial capability that are, generally speaking, captured by a particular activity in our suite of digital money coaching resources. However, they are offered only as guidance and you are not obliged to stick to them exactly.

You will see that quite a few of these resources do not have AIC codes, as they cover areas and topics not explicitly listed on PETRA. Advisers can use their own discretion – based on the advice session as a whole – how to record these.



Etude One

Session/activity AIC code/s Critical activity

• Activity 1 – The universal language of the internet R

• Activity 2 – Introducing devices R

• Activity 3 – Introducing operating systems R

Important activity

• Activity 4 – Introducing the cloud R

• Activity 5 – Introducing wi-fi R

• Activity 6 – Introducing internet browsers R

• Activity 7 – Introducing internet search engines R

• Activity 8 – Introducing online forms R

Optional activity

• Activity 9 – Introducing apps R

• Activity 10 - Privacy, adsense and more R



Etude Two


• Activity 1 – Email accounts R

• Activity 2 – Passwords R

• Activity 3 – Memberships R

• Activity 4 – Loyalty cards W

• Activity 5 – Online payments A D

• Activity 6 – Symbols R

• Activity 7 – Money health check P

• Activity 8 – Debt test R

Important activity

• Activity 9 – Acronyms R

• Activity 10 – Scams R

• Activity 11 – Paperwork D

• Activity 12 – Windows 10 R

• Activity 13 – Keeping records D

• Activity 14 – Electoral register C

• Activity 15 – Ad-blocking apps R

Optional activity

• Activity 16 – Children online R

• Activity 17 – Parent Pay B D

• Activity 18 – Writing CV’s Q R

• Activity 19 – Job applications Q R

• Activity 20 – LinkedIn Q R



Etude Three


• Activity 1 – Energy tips W

• Activity 2 – Energy comparison sites F R

• Activity 3 – Energy Best Deal F

• Activity 4 – Pre-payment myths F

• Activity 5 – Water G W

Important activity

• Activity 6 – Energy bills D

• Activity 7 – Online billing D

• Activity 8 – Direct debits A D

Optional activity

• Activity 9 – Warm Home Discount W

• Activity 10 – Smart Meters R

• Activity 11 – HIVE R



Etude Four


• Activity 1 – Updating software R

• Activity 2 – Downloading R

• Activity 3 – Printing R

• Activity 4 – Cookies R

• Activity 5 – Birth/Death certificates R

• Activity 6 – Copycat websites R

Important activity

• Activity 7 – Government Gateway U

• Activity 8 – Applying for JSA U

• Activity 9 – Universal credit accounts U

• Activity 10 – Deposit Protection Scheme R

• Activity 11 – Benefits calculator U

Optional activity

• Activity 12 – Universal credit application U



Etude Five


• Activity 1 – Numeracy R

• Activity 2 – Savings calculator N R

• Activity 3 – Salary calculator B R

Important activity

• Activity 4 – Budgeting tools B R

• Activity 5 – Credit card tools C R

• Activity 6 – Cutback calculators B R

• Activity 7 – Loan calculators C R

• Activity 8 – Baby costs tool B R

• Activity 9 – Budgeting apps B R

Optional activity

• Activity 10 – Credit reports C R

• Activity 11 – Credit ratings C R

• Activity 12 – Online lenders C R

• Activity 13 – Separation tool B R



Etude Six


• Activity 1 – Comparing banks A O

• Activity 2 – Telephone banking A

• Activity 3 – Contactless cards A

Important activity

• Activity 4 – Antivirus software R

• Activity 5 – Downloading apps R

• Activity 6 – Banking apps A O R

• Activity 7 – Payment apps B R

• Activity 8 – Risks and scams 1 W

Optional activity

• Activity 9 – Barclays Pingit A R

• Activity 10 – Restaurant apps B R

• Activity 11 – Online banking A R

• Activity 12 – Online investing A R



Etude Seven


- pending

Important activity

- pending

Optional activity

- pending



Etude Eight


• Activity 1 – QR codes R

• Activity 2 – Self-checkouts R

• Activity 3 – Retail comparison sites H R

• Activity 4 – Review sites R

• Activity 5 – Mobile phones W

• Activity 6 – Broadband W

Important activity

• Activity 7 – Groceries W

• Activity 8 – Online retailers W

• Activity 9 – Discount vouchers sites W

• Activity 10 – Online auctions W

Optional activity

• Activity 11 – Online selling W

• Activity 12 – Consumer rights -

• Activity 13 – Making a complaint -

• Activity 14 – Risks and scams 2 -



Presentations to use with clients

Presentation AIC code/s

• Understanding bank statements A

• Understanding payslips Q

• Understanding energy bills D

• Understanding finance paperwork C

• Understanding debit cards A

• Understanding cheques A

• Journey through a credit report C

• Applying for Universal credit: the quick check U

• How to lay out a letter -

recording financial capability on petra - trainer guidance resources/financial... · 3 ©2015...

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