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HomeMy WebLinkAboutResolutions - 2014.01.22 - 21150MISCELLANEOUS RESOLUTION #14000 BY: FINANCE COMMITTEE, THOMAS MID DLETON, CHAIRPERSON IN RE: TREASURER'S OFFICE — FISCAL YEAR 2014 MICHIGAN FINANCIAL EMPOWERMENT INITIATIVE GRANT ACCEPTANCE January 22, 2014 To the Oakland County Board of Commissioners Chairperson, Ladies and Gentlemen: WHEREAS the Community Economic Development Association of Michigan (CEDAM) has awarded the County Treasurer a grant in the amount of $25,000 for the creation of a Financial Empowerment Center within the County Treasurer's Office; and WHEREAS this grant builds on strategies currently used by the County Treasurer to promote financial empowerment, including on-site housing counseling for mortgage and tax foreclosure prevention, on-site referrals to the Accounting Aide Society, and a multi-media financial literacy art contest for Oakland County high school students; and WHEREAS this is the first year of grant acceptance for this program for the period of January 1, 2014 through December 31, 2014; and WHEREAS the grant application requested $40,000 and resulted in a grant award of $25,000, with $18,000 designated for one-on-one financial counseling through the County Treasurer's service delivery and referral partner Jewish Vocational Service (JVS), a community-based nonprofit organization; and WHEREAS no County match is required; however the Treasurer will provide $19,271 of In-kind staff support for the coordination of the grant, development and execution of outreach activities and materials, meetings with local officials to explain the program and request referrals for local units of government; and WHEREAS the grant provides funding to develop and implement a Financial Empowerment Center at the County Treasurer's Office where JVS counselors will support Oakland County residents with counseling focusing on budgeting, saving, using credit wisely, repairing credit, personal banking and preventing identity theft; and WHEREAS the grant agreement has been processed through the County Executive Contract Review Process and the Board of Commissioners Grant Acceptance Procedures; and NOW THEREFORE BE IT RESOLVED that the Oakland County Board of Commissioners accepts grant funding from Community Economic Development Association of Michigan (CEDAM) in the amount of $25,000, for the period of January 1, 2014 to December 31, 2014. BE IT FURTHER RESOLVED that the Chairperson of the Board of Commissioners is authorized to execute the grant agreement and to approve any grant extensions or changes within fifteen percent (15%) of the original award that are consistent with the original agreement as approved. BE IT FURTHER RESOLVED that acceptance of this grant does not obligate the County to any future commitment and continuation of the special revenue positions in the grant is contingent upon continued future levels of grant funding. BE IT FURTHER RESOLVED that the Michigan Financial Empowerment Initiative FY 2014 grant budget be amended as follows: Fund #: 29246 Grant #: GR0000000668 Budget Reference 2014 Revenue 7010110-186050-615571 State Grant Total Revenue FY 2014 $25,000 $25,000 Expenses: 7010110-186050-730373 7010110-186050-731388 Contracted Services Printing Total Expenses $22,000 $ 3,000 $25,000 Chairperson, on behalf of the Finance Committee, I move the adoption of the foregoing resolution. FINANCE COMMITTEE FINANCE COMMITTEE VOTE: Motion carried unanimously on a roll call vote with Crawford absent. Gala Piir From: Sent: To: Subject: Attachments: West, Catherine <westca@oakgov.com > Thursday, January 02, 2014 8:13 AM defoej@oakgov.com ; Sterns, Gregory; adoglu-jonese@oakgov.com GRANT REVIEW SIGN OFF: Treasurer's Office - 2014 Michigan Financial Empowerment Initiative Grant - Acceptance Grant Acceptance Sign Off.pdf GRANT REVIEW SIGN OFF — Treasurer's Office GRANT NAME: 2014 Michigan Financial Empowerment Initiative Grant FUNDING AGENCY: Community Economic Development Association of Michigan (CEDAM) DEPARTMENT CONTACT PERSON: Jody Weissler DeFoe 858-0625 STATUS: Grant Acceptance DATE: January 2, 2014 Pursuant to Misc. Resolution #13180, please be advised the captioned grant materials have completed internal grant review. Below are the returned comments. The captioned grant materials and grant acceptance package (which should include the Board of Commissioners' Liaison Committee Resolution, the grant agreement/contract, Finance Committee Fiscal Note, and this Sign Off email containing grant review comments) may be requested to be placed on the appropriate Board of Commissioners' committee(s) for grant acceptance by Board resolution. DEPARTMENT REVIEW Department of Management and Budget: Approved. — Laurie Van Pelt (12/23/2013) Department of Human Resources: Approved. — Karen Jones (12/23/2013) Risk Management and Safety: Approved by Risk Management. — Robert Erlenbeck (12/26/2013) Corporation Counsel: I have reviewed and approve the above referenced Agreement with the following modifications: • The following language should be added to the section of the Agreement designated "CONFIDENTIAL INFORMATION" "Notwithstanding anything else herein, nothing in this Agreement shall prevent either party from producing documents or disclosing information that is required by law, statute or other legal process (such as the Michigan Freedom of Information Act [FOIAD or a valid production document (such as a warrant or subpoena)." • The Agreement must be signed on behalf of the County by the Chairperson of the BOC. — William J. Mann (12/26/2013) COMPLIANCE Michigan Persons with Disabilities Civil Rights Act - Act 220 of 1976 http://www.legislature.mi.govAug3lxgeltmrj5z55z2uiwv45 )/mileg.aspx?page=getobiect&objectname=mcl-Act-220-of- 1976&nuervid=14718589 Michigan Civil Rights Act - Act 453 of 1976 http://www.legislature.mi.gov/(S(eavsv4bgOrpdowviwbvIv03g))/mileg.aspx?page .,getobiect&obiectname-mcl-Act-453-of-1976 Katie West Oakland County Fiscal Services Phone (248) 858-2384 Fax (248) 858-9724 westca@oakgov.co m Work Schedule: Monday - Thursday 7:00AM - 5:30P1V1 2 December 20, 2013 Treasurer Andrew E. Meisner Oakland County Treasurer's Office 1200 N. Telegraph Rd, Dept. 479 Pontiac, MI 48341-0479 Project: Financial Empowerment Initiative Oakland County (Grant No. 2014-00002) Dear Treasurer Meisner: We are pleased to inform you that the Community Economic Development Association of Michigan (herein, CEDAM) has awarded the Oakland County Treasurer's Office a grant of $25,000.00 to implement the Financial Empowerment Center model as part of the Michigan Financial Empowerment Initiative Grants Program for the period of January 1, 2014, through December 31, 2014. Grant Payments This grant will be paid as follows: $12,500.00 within 30 days of receipt of your signed agreement $12,500.00 on or after July 1, 2014 within 30 days of receipt of your invoice Payments are conditioned upon CEDAM's receipt and approval of all reports and invoices due prior to the payment date. (See the "Reports" section of this letter.) CEDAM reserves the right to discontinue, modify, or withhold any payments that might otherwise be due under this grant, to require a refund of any unexpended grant funds, or both, if, in CEDAM's judgment, any of the following occur: 1. Grant funds have been used for purposes other than those contemplated by the grant agreement. 2. Such action is necessary to comply with the requirements of any law or regulation affecting either your organization's or CEDAM's responsibilities under the grant. 3. Your organization's performance under the grant has not been satisfactory. CEDAM in its sole and absolute discretion will determine whether performance has been satisfactory. CEDAM's judgment on these matters will be final and binding. Use of Grant The grant is to be used only for the purposes outlined in your Financial Empowerment Initiative Grants Program proposal dated November 22, 2013 (Attachment A) and in accordance with the specific allocations identified in the grant budget included in Attachment B: Grantee Budget. The work detailed in your grant proposal should be executed in accordance with Attachment C: Scope of Services. Under United States law, grant funds may be expended only for charitable, scientific, literary, religious, or educational purposes, as specified in section 171:1(c)(2)(B) of the Internal Revenue Code of 1986, as amended. Your organization shall not, directly or indirectly, engage in, support or promote violence or terrorist activities. Your organization confirms that this project is under its complete control. Your organization further confirms that it has and will exercise control over the process of selecting any consultant, that the decision made or that will be made on any such selection is completely independent of CEDAM, and further, that there does not exist an agreement, written or oral, under which CEDAM has caused or may cause the selection of consultant. Your organization may select a consultant for contractual purposes to execute activities outlined in Attachment C: Scope of Services. Once a consultant is selected to perform any of the grant activities for this project and compensated with funds provided by the CEDAM grant, CEDAM must be made aware of the intended agreement and approve the final contract agreement before any grant funds may be dispersed to the contractor. Grant funds may not be used for lobbying expenditures. Your organization may charge this grant only for expenditures incurred or services performed during the grant period specified in this letter. Invoices for funding should include: (1) Time period the invoice covers. (2) Specific services performed within the billing period. (3) Specific expenses incurred within the billing period. (4) Number and amount of current invoice. (5) Balance remaining on contract. (6) Grantee's address and contact information. Your organization may charge this grant only for line item expenditures that were included in your approved budget included in Attachment B: Grantee Budget. The addition of new line items must have the prior written approval of CEDAM. Expenditures may not exceed the approved budget amount for the following line items: - Rent/utilities/telephone/fax/internet - Equipment MCFEJ,. 2 Grant Period This is a one year grant. The grant term will begin on January 1, 2014, and end on December 31, 2014. Any funds not used by the end of the grant period toward the purposes of this grant must be returned to CEDAM within 45 days after the end of the grant period. Reports The grantee, along with its partners, will cooperate in a timely and accurate reporting of program process, outputs and outcomes. The grantee is responsible for ensuring proper data collection, data sharing, monitoring, evaluation and reporting across all partners. The grantee will lead the reporting efforts and will work with all partners to gather all necessary information to adhere to the CFDAM reporting requirements detailed in Attachment C: Scope of Services. The reporting schedule is as follows: April 15, 2014 Quarter 1 narrative report/data report if applicable July 15, 2014 Quarter 2 narrative report/data report if applicable October 15, 2014 Quarter 3 narrative report/data report January 15, 2015 Final narrative report/data report/financial report The reports include the following parts, which must be submitted together: 1. For each quarterly report and the final report, a narrative report summarizing what was accomplished by the expenditure of funds, including a description of progress made toward achieving the goals of the project, following the Narrative Report Template in Attachment D. 2. For each quarterly report after service delivery begins and the final report, a data report summarizing all required client demographic, milestone and outcome data for the appropriate reporting period, following the Excel Data Template in Attachment E. 3. For the final report, a financial report showing the approved budget, expenditures against each line item since the start of the grant, and balances remaining (or overruns) for each line item, following the Financial Report Template in Attachment F. You must explain all overrun variances that exceed both one thousand dollars ($1,000) and ten percent (10%) of the budgeted line item amount. Your organization must report against the approved budget of $25,000.00 submitted on November 22, 2013 (which may be greater than the amount of the CEDAM grant). The report must also include a summary of all funding received for this project (listed by sources and grant period). MCFE, Grant Accounting Your organization is required to maintain financial records for expenditures and receipts relating to this grant, retaining these records and other supporting documentation for five years after the grant's termination date. Your organization is required to permit CEDAM to have reasonable access to your files, records, and personnel during the term of this grant and for five years thereafter for the purpose of making financial audits, verification, or program evaluations. Undispersed Funds Any grant funds not used by the end of the grant period toward the purposes of this grant must be returned to CEDAM within 45 days after the end of the grant period. Compliance with Laws Your organization may not use any portion of the grant funds to undertake any activity for any purpose other than one specified in section 170(c)(2)(B) of the Internal Revenue Code. Further, CEDAM reserves the right to discontinue, modify, or withhold any payments that might otherwise be due under this grant or to require a refund of any unexpended grant funds if, in CEDAM's judgment, such action is necessary to comply with the requirements of any law or regulation. Confidential Information Each party hereto shall hold in trust for the other party hereto, and shall not disclose to any non-party to the Agreement, any confidential information of such other party. Confidential information is information which relates to Such Other Party's research, development, trade secrets or business affairs, but does not include information which is generally known or easily ascertainable by non-parties of ordinary skill in computer systems design and programming. Notwithstanding anything else herein, nothing in this Agreement shall prevent either party from producing documents or disclosing information that is required by law, statute or other legal process, such as the Michigan Freedom of Information Act (FOIA), or a valid production document, such as a warrant or subpoena. Nondiscrimination In accordance with Acts No. 220 and 453 of the Public Acts of 1976, as amended, the Grantee hereby agrees in connection with the performance of services under this Agreement not to discriminate against an employee or applicant for employment with respect to hire, tenure, terms, conditions, privileges of employment, or a matter directly or indirectly related to employment because of race, color, religion, national origin, age, sex, height, weight, marital status or handicap. Breach of this covenant may be regarded as a material breach of this Agreement. Public Information CEDAM will include information on this grant in its periodic reports to funding sources and in its annual report. CEDAM also welcomes grantees to make announcements of grants upon return of this signed grant agreement and in coordination of CEDAM's announcement of grants awarded in the Michigan Financial Empowerment Initiative Grants Program. CEDAM's MCFE Coordinator will work with grantees to align a public announcement MCFE of grants awarded in early January 2014. CEDAM's MCFE Coordinator and Communications and Training Associate are available to provide assistance in your communications efforts throughout the grant period. Acceptance This grant agreement and its attachments contain the entire agreement between your organization and the Community Economic Development Association of Michigan (CEDAM), and there are no conditions or stipulations, oral or written, governing the use of the grant funds other than those contained in this letter. If this agreement correctly sets forth your organization's understanding of the terms and conditions of the grant, please countersign and date both copies in the space provided below. Please return one copy of the signed agreement to: Jamie Schriner-Hooper Executive Director CE DAM 1118 South Washington Avenue Lansing, MI 48910 If a signed grant agreement is not received within 45 days from the date of this letter, this grant may be subject to cancellation by CEDAM. The program contact for this grant is Megan Kursik, and can be reached with questions at kursik@cedam.info. Congratulations on receiving this award, and thank you for your efforts to advance work in the field of Financial Empowerment. Sincerely, Countersigned Jamie Schriner-Hooper Michael Gingell Executive Director Chairperson CE DAM Oakland County Board of Commissioners Date Date Revised Budget Oakland County Treasurer Financial Empowerment Center Initiative Budget Year Janua 'y 1, 2014 — December 31, 2014 Budget Category Unit CEDAM Grant In-Kind Other Sources Total Personnel Services Salaries and Wages .5FTE (CEDAM Grant) $12,060 $19,271 $52,500 1FTE $83,831 Fringe $5,940 $22,500 $28,440 Other than Personnel Marketing and Outreach 5000 brochures, flyer to mail to 4250 participants making payment plans $3,000 $3,000 Staff Training 2 NS staff $2,000 $2,000 Equipment $0 $0 Supplies Paper, toner, etc $250 $250 Data/Evaluation $0 $0 Space/Occupancy Costs $0 $0 Utilities/Phone/Internet $0 $0 Local travel 500 miles $250 $250 Credit sources 100 credit reports $1,500 $1,500 Other Operational costs $0 $0 Total Direct Costs $25,000 $119,271 Total Indirect Costs Total Costs $25,000 $19,271 $75,000 $119,271 Budget Narrative: The Oakland County Treasurer's Office is requesting grant funding of $25,000 for January 1, 2014 to December 31, 2014. The following is an explanation of the use of the funds: 1. $18,000 will be provided to NS to cover the salary and benefits of .5 FTE, That FTE will provide counseling from July 1, 2014 to December 31, 2014. In addition to counseling, this staff person from JVS will develop the tracking tool used to report the counseling activities and the outcomes. The time and cost for data and evaluation is included in the personnel amount. Fringe benefits for JVS staff are calculated at 32% of salary. JVS has a $75,000 grant from the Michigan Department of Human Services to provide IFTE financial counseling to individuals at 200% or below the poverty guidelines. This grant will pay the salary and fringe benefits of an additional financial counselor on the JVS staff. This additional counselor will add to the number of clients JVS can effectively counsel. 2. Oakland County Administrative staff will provide in-kind for the coordination of the grant, development and execution of outreach activities and materials, meetings with local officials to explain the program and request referrals for local units of government. The Chief Deputy will spend approximately I to 2 hours per week in administrative oversight. The Chief Tax Administration will spend 75 to 100 hours for evaluating potential delinquent tax payers for inclusion in the Financial Empowerment initiative and coordinating this activity with JVS. Other support staff will also spend time evaluating potential delinquent taxpayers for referral. 3. $3,000 will be expended for marketing and outreach. This will cover the cost of developing and printing approximately 3,000 brochures to be used in the marketing of the program, print media ads describing the program and how to be involved and posters and flyers to be placed in strategic locations. In addition, the Treasurer's office will develop and mail a flyer detailing involvement in the program to all delinquent taxpayers involved in the Treasurer's payment plan program. 4. $2,000 will be expended for JVS staff training to obtain the required certification from Lansing Community College. This will cover the staff salaries and benefits for two counselors to receive training plus cost of travel and materials. 5. $250 will be used to cover the cost of supplies such as paper and toner for the grant. 6. $250 will be used by the JVS for travel to satellite offices to provide one-on-one counseling. 7. $1,500 is budgeted to cover the cost of tri-merge credit reports to be used in the one-on-one counseling sessions. 8. There is no cost incurred for office space. JVS will use offices and conference rooms they have available. The County will use current space in Treasurer's area. 9. JVS will use copiers and computers they currently have. Michigan Financial Empowerment Initiative Grant Agreement 2014 Michigan Financial Empowerment Initiative Grant Agreement Period: January 1, 2014— December 31, 2014 Attachment C: Grantee Scope of Services As a grantee of the Community Economic Development Association of Michigan (CEDAM) Financial Empowerment Initiative Grants Program, the Oakland County Treasurer's Office agrees to execute activities detailed in its submitted grant proposal, provided in Attachment A, in accordance with the following scope of services, detailing expectations for service delivery and other grantee requirements. The following scope of services corresponds to the grant period beginning on January 1, 2014, and ending on December 31, 2014. Local Government Activities: • Provide one-on-one financial counseling services to low-income clients of partners, delivered by professionally trained financial counselors; • Ensure financial counselors complete and pass the required training course, "Personal and Consumer Finance' provided by Lansing Community College or other CEDAM-approved training platform; • Track participant data and outcomes, per the Financial Empowerment Center Manual provided in Attachment G, and submit required data reports in accordance with the reporting deadlines provided in the grant agreement; • Participate in all CEDAM-required trainings, webinars and Michigan Communities for Financial Empowerment (MCFE) network meetings provided for grantees; • Engage in results dissemination, future planning and fundraising activities to ensure sustainability of the project beyond the grant term; • Participate in case-level data sharing with CEDAM as part of an evaluations that will monitor both participant outcomes and possible evidence of efficiencies in integrated programs; • Engage select partners to participate in data sharing to evaluate the effects of financial counseling integration on the outcomes generated in partners' programs; • Maintain appointment scheduling processes, accessible to partners and their clients; • Host regular Integration Partner Meetings to share data and evaluation reports, best practices, and engage partners in developing solutions to shared challenges; • Train all partner staff in the Financial Empowerment Center model and partner-specific referral options; and • Maintain an up-to-date listing of partners' programs and services and provide strategic referrals of Financial Empowerment Center clients to partners. Scale of Service Requirements: • Provide free, one-on-one financial counseling services to community residents beginning no later than July 1, 2014; • Ensure staffing for the provision of financial counseling services equates to a minimum of .5 FTE; 1 Michigan Financial Empowerment Initiative Grant Agreement 2014 • Deliver a minimum of 165 financial counseling sessions per the requirements of the Financial Empowerment Center Manual, including that clients achieve at least one milestone in each counseling session; and • Achieve a minimum of twenty (20) client outcomes per the requirements of the Financial Empowerment Center Manual. Financial Counselor Staff Requirements: • Assess client needs and develop individual financial action plans with each client; • Make appropriate referrals and integrate other wraparound supports (e.g. benefits, tax preparation) into counseling to achieve greater results; • Engage in ongoing follow-up with clients; • Collect, track and report required client data using the Excel Data Template found in Attachment E; • Submit an updated Excel Data Template to the Financial Empowerment Center Program Director on a weekly basis; • Participate in initial trainings and ongoing professional development provided by the Financial Empowerment Center; • Follow required protocol and program requirements, per the Financial Empowerment Center Manual; and • Complete and pass the "Personal and Consumer Finance" course offered at Lansing Community College. Financial Counseling Space Requirements: • Equipment — access to computer, multi-line telephone, high speed Internet, printer, fax, shredder, copier; • 150 square feet private space for counseling; • 300-500 square feet waiting room space; and • Conference room or training room that holds 20-30 people. 2 Michigan Financial Empowerment Initiative Grant Agreement 2014 Michigan Financial Empowerment Initiative Grant Agreement Period: January 1, 2014— December 31, 2014 Attachment D: Narrative Report Template For Quarter 1 and Quarter 2 Reports: Provide a brief summary of planning activities in anticipation of the July 1, 2014, launch of the Financial Empowerment initiative in the areas of: • Partnership Development and Partner Engagement • Integration Points and Referral Processes • Staffing and Staff Training • Data Tracking Systems and Data Sharing Agreements • Marketing and Outreach • Sustainability Planning and Fund Development For Quarter 3 Report and the Final Grant Report: Provide a description of program activities in the areas of: • Operations: Describe adherence to model and guidelines as required by CEDAM including any challenges and proposed solutions. Describe Local Government's role in coordinating among the nonprofit, training, referral and integration partners including any challenges to implementation and proposed solutions. Describe how data has been collected and shared across partners (including initial steps towards data sharing) including any challenges and proposed solutions. Identify any other specific implementation issue areas that have been a challenge during the time period and proposed solutions. • Locations: Analysis of the performance of counseling site locations, describing client volume, integration with on-site programs, challenges and proposed solutions, and any proposed changes to site locations, hours, or operations. • Performance and Integration: Describe how you are fulfilling the scope and the level of services required by CEDAM including any updates or challenges in meeting milestones and outcomes. Describe how integration and referral partner outcomes have been impacted. How do integration partners' client outcomes differ between clients who receive financial counseling and those who do not? Describe any challenge to integration that you have experienced and proposed solutions. Provide any lessons learned regarding appropriate "touch points" for integration. Describe any other challenges that are hindering performance and proposed solutions. • Client Profiles: Please include 3-5 client profiles including client success stories. • Marketing and Communications: Describe marketing and communication efforts to date including an assessment of the relative successes of the different marketing platforms and programs that have been used. Describe any proposed changes or upcoming efforts based on 1 Mtchigan Anancial Empowerment Initiative Grant Agreement 2014 lessons learned in this time period. Describe involvement of local leaders and elected officials in promoting the program. • Staffing; Include any significant staff changes. List all approved positions for the Financial Empowerment Center program that are currently vacant and for how long. Provide resumes for key staff members for the program that your organization hired in during the reporting period with the person's new position noted. • Sustainability: Describe any funding sources that have been identified or secured to support the program following the completion of the one year grant period. Do you expect that the project continue after the close of the one year grant period? • Next Steps: Describe any major next steps, lessons learned, or modifications that you plan to make and how what you have learned thus far will affect future strategy. • Variances (Final Report Only): Describe any major favorable or unfavorable variance(s) from stated goals, objectives and projected expenditures that occurred during the grant period. Indicate if the variance hindered or prevented the accomplishment of the objectives. 2 3 Date Recorded (Please enter mrnkfd/yyyy} 2 First Name: 10 Social Security Number (SSN): Do not include dashes () 11 Gander 12 Email: 13 Home Phone 14 Work Phone 15 Cell Phone 16 Ethnicity 17 If Other Ethnicity - Please Specify 18 Residency Status 19 Primary Language(s) Make selections by typing 'X" in box a. English b. Spanish c. Other d. Prefer Not to Answer 20 If Other Language - Please Specify 3 Last Name: 4 Address: 5 Apartment #: 6 City: 7 State: 8 Zip: 9 Date of Birth (Please enter mmiddiyyyy): en :::13efinitions.are given in italics. Questions.i:In: red are REQUIRED. A complete Intake form should have ALL Blue coils. 21 Living Situation 22 Marital Status 23 Highest Level of Education 24 Number of Child Dependants in Household 25 Number of Child Dependants Outside Household 26 Total Number of Child Dependents 27 Number of Adult Dependents in Household 28 Number of Adult Dependents Outside Household 29 Total Number of Adult Dependents ,iving Situation Marital Financial Health Assessment (Baseline) Section A. Liability and Confidentiality !mirk the appropnate L'ioxiesi with an A-1. Client Signed and Agreed to Disctosure Aut orization Form: A-2. Organization/Agency Name: Section B. Chant Needs *mark the appropr'a', B-1. Becoming Banked Services Needed B-2. Budgeting Services Needed B-3. Credit Score Improvement Serv 13-8. Client Primary Service Need Based on Counselor Diagnosis B-9. Please indicate location of community based organization: dtIn'ttiftyt1on to open aO"'i '•""4p,,6n bank Ineraa'4e 1m:on-la .Mme0.01011O credit rep$Ft Ileotityi theft rod It Start 'building cr2dlt r 3.i,ltittot,'ci?"11 ./h0,yaSStric,It . Pay. doeirl debt ' .$1r1F can Needed 1111•1111M1111111111111111111111111111111111111111111111=1 Section C. Financial Health ..•mark the appropriate bOxlea; with ari.'X' -1. *Monthly Net Income* Monthly wages = Weekly wages x52/12 Monthly wages = Eg-Weekty wages g 26/12 .1. Wages -3. Public Benefits -4. Pensions/annuities C-5. Other C-6. Total Monthly Income C-7. *Monthly Expenses. C-R. Rent/Mortgage C-9. Utilities C-10. Food Costs C-11. Debt Repayments C-17. Child Care C-13. Other Expenses C-14. Total Monthly Expenses C-15. Income to Expenses C-16. .Total Debt. C-17. Client Reported Total Debt C-18. *Total- Savings* C-13. Retirement 1401k, IRA, etc.) $11411=11115111=11111111M111 1 C-20. Cash Savings C-21. Client Reported Total Savings C-22. Detailed Budget Tool (optional) C-23. Client Ever Default on a than? -24. Year Defaulted -25.1s Client Short on Cash Before Payday? -26. Does client use a budget or spending plan? -27. is client saving regularly? C-28. How worried lathe client about their finances? C-29. HOW rnuch control does the client feel over their finances? C-30. lithe client had an unexpected expense or emergency of $500, how confident are they that they could pay it? r Jo I nnwhv ?-n iTtle: ery' ontnn A RI Ie r, Ir.Oritral Vinv in cc:nal-, d E'deme'y in cow-F, Section D. Use cf Fi,1,11 -1R1 Services *mark the appropr - , ith an 'X' 13-1. Does the client have a checking account? 0-2. Dees the client have a savings account? 0-3. What are the barriers to becoming banked? 'Cifent'iiialigclgartii.entSigens; r be to filipt416:•;r06firiuni bal n't her I_ntnIc II-P,/dstarl, 13-4. In what ways do you use your bank account? 0-5. Has the client been rejected for a bank account in the past 5 years? D-6. Has the client viewed credit report In the past 12 months? 0-7. Current credit score (if known): ATM card tilne/buto kit pay Cinbitirird b.11, 0-8. Client employment Ed tir,2 mpldaadd narl-dirae a,c1r-errplayscd. ddd,dent Stay at hcare pdarant Trradodar*,,da,ruddai,y!y da,addad ed D-9. How does client receive Income? 0-10, How does client pay rent? 0-11, Dees client have health Insurance? 0-12. Health Insurance provider c2,11 cH=ck, ColrnDt.t PET Card/Pubh: t,netit, Payroll Card 1.1,t A,plIcable E,s1, Check: Ordlno Not ApplIcah'E PqbPIr.CItL1ttu LIP :HPHvatn-Empi6v6i.P5:.4.d,,d iSet.sio-tis I Participant: I Date of Last Contact: IffilnillillnanillairMNINNEEMI Date of Contact: Date of Next Contact: .... . . ... Sectlori A, Milestciii s •IpPrOPriKte boiesjwi:h ..i . • _ _ . • , , ,. A-1. Banking Milestones client pctalrlad 011 dp0.1rnaliti5, hecood HclIpnt 9 p,r..d eavlr.gs 4,-,..c.,,,;nir, :ci1:6-t.:br.91no0:elnel5k10-eeeet:r4 I , n.nnn- 5'-afft+ricliOff.nr-cl :.10:{fe5tn rt.:, =ILL:I:Writ 114:-.T11, u4“ Al-rfki".kei Client cane debit cor: uient!oesi.citrect 4epc s t q.eiltusagot,11,f-e/a4cb:11. pay tteg:nt.1404.,e:everctref.batite4, Fte../.1e?dett14.,E..45tern:lrpprylilth.:c1.19nt.: tillefq acicuur, i -- -1!:4*-.101.0:06rftAIFAP920P A-2. Credit Milestones :R4vdevjed 'Crallt (400:01th-client: .=:. 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Debt Reduction Milestones ri,S,4c..,fect:_creclit-reenrtisfth'Klqnt I dant;Tis..ddOt-93.:y.p . r NE1g..t,d ,,y191-,Er'60.1tr iease ariii,:j4Wil'ette a Davii.l..7,0d :ilay,(r!eqt pp„w4.1_:ctie,r-:7 Alr-td a-1..0.1-.,p_idio.-t-4-.th6it Liindor loiki*Olfr'0401:fri4erO,A rat, ;_.cincir io.V„,,n,-,,7.4ii.:01-:t:Ii.ly RF!yi-n.gr,t-. 1-6r,t1ar:fa'd,P .'ii=tn.:652-t -es_:.:1:- L'rj*r0:y04:rirfli.lPiali: t-pir0:0r.,;t4tItip:tinw:ittisitkliftr C,ta ttl_ct "de ..t,r,:!a rla&llant--.!4*Igi et Pr,p,-0,1:1btsctiedi,l . r.ld doqm,entaiiortlOr p'i.-rl. .nsel,tecl C lant I.O.f.)g0n1,te,-c,:p.prriT(latp,d..06.,.; lllllllllll q0.:'..20!4ii tn5_:1_-13.;-141::S66.0§:FY.V.I:dr :.,.,,.9.n.t..,',,:e.ritka..fisisr.):1!=tta.ri,a4 .:;:::::,, A-4. Savings Milestones Clierit:a0ianad...spendlegjollrena C.-!'.erLt eemOleteel:Nallstn.::b,e4et , . 5-',..11-gs plrOn6Jileld ItYcielso- ict!ent l0500Inn rile:roiiip.,7-t,W-: cil6r.it„-.,;n[Of,6.,c1:t.i.olis*Ea0-(5.i,ir!ti: cient•ii.:,„e'0:46.d.isdi:ictl'on .0 ;•-••i;iiYs. :-.0-;,,lant .. . S .c.ti.c.:n.E_ l'..-.itiking I nformatlort.:;-: B-1. Financial Institution (SafeStart) I' B-2. Average interest rate reduced i%) B-3. Matching Savings Amount B-4. Branch Name (SafeStart Account) B-5. Non-FICO Credit Score L . . . . . ... . ,..s.e.0.9.q.c.o.Lc.pw .s...... .mark the appropriate box(es) with an C-1. Banking Time Spent (minutes): Value: b;seeesIng 'ilafits,.0 rtia•rikacc4tifit tenearchltt/oliiporing Iiiiiienent - osio*ib,::tra6(13.0,-,ed.taiife:Eltilf£00,19: bark a.,.c.l.nt : ,' —154110c.e60.4:0:0;:.6:6taiifib$:.100:::::: D•1, Notes: C-2. Establish/improve Credit Time Spent (minutes): Credit Score: C-3. Reduce Total Debt Time Spent (minutes): Total Debt Amount: Increase Savings Time Spent (minutes): Value: Total Savings: ,.c!iontilymigisinefreinlar...4siin&':401t:(0isinEbs) SeclIon D. Referrals .interk the appropda:o taxies) with an D-1. Client Referred to Outside Organization D-2. Name of Referral Organization D-3. Type of Organization (eg: Legal Services) D-4, Referral. Date )mmicid/YVVYI 2%/1 Session 1 Income 0% (Baseline) Session 2 Difference Session 3 Difference Session 4 Difference Session 5 Difference Session 6 Difference Session 7 Difference Session 8 Difference Open or transitioned to a safe and affordable bank account NA NA 0 0 NA NA 0 NA 0 NA 0 NA 0 NA 0 NA Bank account is open 6 months later NA NA 0 0 NA 0 NA 0 NA 0 NA 0 NA 0 NA 0 NA Increase Savings by at least 2% of income 0 0 0 0 0 0 0 0 0 0 0 0 0 Establish and maintain a regular savings habit (monthly) NA NA 0 0 NA 0 NA 0 NA 0 NA 0 NA 0 NA 0 NA Increased credit score by at least 35 points NA NA 0 Established credit score NA NA Decrease debt by at least 10% NA Outcomes Achieved Open or transitioned to a safe and affordable bank account Bank account is open 5 months later Increase Savings by at least 2% of income Establish and maintain a regular savings habit (monthly) Increased credit scare by at least 35 points Established credit score Decrease debt by at least 10% Michigan Financial Empowerment Initiative Grant Agreement 2014 Michigan Financial Empowerment Initiative Grant Agreement Period: January 1, 2014— December 31, 2014 Attachment F: Financial Report Template Budget and Cumulative Expenditures Please report on the approved budget submitted with your proposal. If this budget included other funders, be sure to report on these funds also. Budget Line Item CEDAIVI Grant — Original Approved Budget CEDAM Grant —Actual Cumulative Expenditures In-Kind — Original Approved Budget in-Kind — Actual Cumulative Expenditures Other Sources — Original Approved Budget Other Sources — Cumulative Expenditures Balance Remaining {Overruns) Totals: Funding Sources Please list all sources of funding (including the CEDAM grant) received for this project with their related grant periods. Report the amount of funding that corresponds to the approved budget and time period covered by the CEDAM grant. Source Grant Period Start Date Grant Period End Date Total Amount Total Funds Available Michigan Financial Empowerment Initiative Grant Agreement 2014 Project Funding Summary Total Funds Available Less Total Actual Cumulative Expenditures Excess Funding (Overspending) Please explain the reason for any excess funding or overspending for this project below. For excess funding, see the "Undispersed Funds" section of the CEDAM grant agreement letter for possible refund due. Budget Variances Please explain all overrun variances that exceed both $1,000 and 10% of the budgeted line item amount. Budget Line Item Amount of Overrun Explanation 2 Version 1, Ju Financial Empowerment Center NYC Michael R. Bloomberg Mayor Department of Consumer Affairs Office of Financial Empowerment Jonathan Mintz Commissioner Message from Commissbner Jonathan Mintz When it comes to financial education, particularly for those with troubled finances, personalized counseling is the gold standard. These guidelines were designed for the City's Financial Empowerment Centers to outline the proven program and practical tools that counselors need to help their clients improve their financial stability. As of this writing, these financial counselors have already served more than 20,000 clients, helping them to reduce nearly $7 million in debt and accumulate over $900,000 in savings. By crystallizing and implementing the guidelines for high quality one-on-one financial counseling upon which a municipality can rely, together we not only achieve better outcomes, but professionalize the very field. 3 Tame of Contents I. Operations 6 A. Overview of Financial Counseling 6 i. What is a Financial Empowerment Center? 6 What is a Financial Counseling Session? 6 Client Intake: Confidentiality, Authorization, and the Financial Health Assessment 7 iv. What are the Service Plans and Outcome Goals for Counseling? 7 v. Follow-up Sessions and Referrals 9 vi. Financial Empowerment Center Counseling Process: Assessment to Outcomes B. Guidelines to Help Clients Achieve Financial Empowerment 10 i. Budgeting 10 Credit 11 iii. Debt Service Plan 12 iv. Savings 12 v. Banking 13 II. Appointment Scheduling 15 A, Using the Centralized Scheduling System 15 i. The Need for Citywide Scheduling 15 ii. Process Overview 15 iii. About SimplifyThis 16 iv. Getting Started with the New Scheduling System 16 v. Final Issues 22 III. Data Tracking and Reporting 23 A. Tracking Client Data 23 i. Standards for Entering Client Data 23 ii. Examples of Threats to Data Quality 23 Counting Milestones and Outcomes 24 B. Reporting 25 i. Quarterly Reporting 25 ii. Custom Reporting 25 iii. Common Errors 26 iv. Who to Contact 26 IV. Outcome Verification 28 A. Overview 28 B. Debt Reduction Outcome Verification 28 C. Credit Improvement Outcome Vefification 28 D. Banking Outcome Verification 29 E. Savings Outcome Verification 29 4 V, Communication and Branding Guidelines 31 A. Introduction 31 B. Messaging 31 C. Branding 34 VI. For Center Managers: Important Contract Requirements 36 A. Overview of Contract Requirements 36 i. Adherence to OFE Guidelines 36 ii. Report Submissions 36 OFE Performance Evaluations 38 iv. Other Contract Requirements 39 VII. For Center Managers: Human Resources and Fundraising 43 A. Human Resources and Staffing Policy 43 i. Hiring 43 ii. Staffing 43 iii. Training 43 iv. Personnel Issues 44 B. Fundraising 44 Appendix A: Financial Empowerment Center Branding Assets (Technical Guidelines) 5 L Operations A. Overview of Financial Counseling This section contains information about basic operations for the Financial Empowerment Centers, including definitions of key terms, a list of outcomes, and guidelines for Center operations. i. What is a Financial Empowerment Centel? A Financial Empowerment Center is the designated location for financial counseling as described below. The various types of Centers are: • Center: Three to five full-time counselors, or equivalent staff hours, serving a significant geographic area, such as one borough or many neighborhoods. Centers have one or two full-time counselors in a Hub location with at least one full-time counselor, or equivalent staff hours, operating out of multiple Satellite locations throughout a community. • Hub site: The primary Center location where either one or two financial counselors provide full- time service. The Hub site is typically located in a central location within areas of highest need. • Satellite site: A Center location that provides services at least one day per week in order to expand the Center's footprint. Satellite sites may include other neighborhoods located within some proximity to the Hub location but often serve distinct populations and/or communities. In some limited cases, Satellite sites may be targeted to specific communities or programs and, therefore, are closed to the general public. ii. What is a Financial Counseling Session? The Department of Consumer Affairs Office of Financial Empowerment (U CA's OFE, hereafter OFE) defines financial counseling as providing information that increases the recipient's knowledge and ability to take self-improving action in areas of money management, financial planning, savings, debt and credit, and affordable banking products and services. Counseling is conducted with the goal of achieving financial outcomes for the client. Clients are more likely to be successful if they are retained, or return for more than one session. Below are the three types of financial counseling sessions, In-person, one-on-one counseling is preferable to the other, less personal types and helps to ensure greater success for the client. • Individual in-person counseling session: A face-to-face meeting between a financial counselor and a client that lasts a minimum of 30 minutes and achieves at least one financial milestone as defined by OFE. (Note: For more information on milestones and outcomes, please see the section Financial Empowerment Center Outcomes.) • Phone counseling: Telephone contact between a financial counselor and a client. Phone counseling that meets the definition of an individual in-person counseling session other than the requirement of a face-to-face meeting qualifies as an individual counseling session. Counselors must conduct phone counseling from a private area that allows for counselor-client information and conversations to be held confidentially. • Group counseling: The provision of counseling in a group setting qualifies as multiple individual counseling sessions if: 1) a counselor provides appropriate information, advice, and guidance specific to the needs and financial situation of each participant tracked during the session; 2) achieves at least one milestone; and 3) the counselor-to-client ratio does not exceed 1:8. Client sessions conducted in groups are limited to no more than 20% of total financial counseling sessions. 6 Centers may conduct outreach activities. These include workshops, seminars, or informational sessions that impart general information to individuals or groups and serve to promote the services of the Financial Empowerment Centers, or sessions where the counselor-to-client ratio exceeds 1:8. These aciivities do not constitute counseling as defined by the OFF contract. di. Client Intake: Confidentiality, Authorization, and the Financial Health Assessment a. Client Service cement Before beginning a counseling session, counselors must review the Client Service Agreement with each prospective client and ensure that the client understands the three key components of the agreement. 1. Personal financial information will remain confidential, unless the client grants express permission to share specific information. Client data will not be shared with third parties without the signed consent of the individual client, Following the stipulations in the Client Service Agreement. 2. No person or organization bears any liability for the client's financial decisions based on counseling. 3. Client provides authorization to pull credit report and score if client wishes to establish or improve credit. To this end, counselors will ensure that each client understands and signs the Client Service Agreement provided by OFE. The a,greement should be uploaded to the client files section of the client record Clients must be adults over 18 to sign the form and must do so in order to receive counseling. Clients cannot receive Financial Empowerment Center services without signing the Client Service Agreement first. b. Financial Health Assessment When a client meets with a counselor for the first time, the initial session is dedicated to capturing and understanding the client's full financial picture, determining personal goals and financial goals, and identifying which financial service plans are needed and the milestones to help achieve financial outcomes. The Financial Health Assessment walks the counselor and client through a series of questions to determine these needs and next steps. The Assessment tool captures the following: • Demographics • Service Interest • Financial Health (income, spending, assets) • Financial Services (usage, costs, and possible needs) • Service Plan Selection • Debt Assessment (liabilities, costs, payment ratios, creditors, etc.), if applicable iv. What are the Service Plans and Outcome Goals for Counseling? a. Service Plans OFF has defined the following four financial counseling service plans for clients: • Reducing Debt • Improving Credit 7 • Increasing Savings • Access to Banking These arenas constitute the major financial areas in which clients can make improvements to become financially empowered. For more information on assisting in these service plans, see the section Guidelines to Help Clients Achieve Financial Empowerment and guidance from City University of New York (CUNY) training. Please note that although budgeting is not a service plan, it is key to achieving any financial outcomes. It is also required when completing the Financial Health Assessment and, therefore, an essential component of any service plan. Clients may choose to participate in more than one service plan simultaneously. As a financial counselor, it is your responsibility to use the information collected in the Assessment and through conversations with your clients to determine the best service plan to help them reach their financial goals. b. Points of Service At each financial counseling session, milestones or action steps are taken toward the financial outcomes. This is recorded in Social Solutions' Efforts to Outcomes (ETO) client record as a point of service which includes starting and ending values and milestones accomplished. c. Financial Empowerment Center Outcomes Based on the service plans above, OFE has identified eight outcomes as the best indicators that our clients are on the path to becoming more financially empowered. Below are the eight financial outcomes that qualify toward the Financial Empowerment Center contract: 1. Banking (for those with no bank account): Open a safe and affordable bank account 2. Banking (for those with a bank account): Transition to a safe and affordable bank account 3. Banking (for all): Bank account is open six (6) months later 4. Credit (for those with none): Establish credit score 5. Credit (for those with credit): Increase credit score by at least 35 points 6. Debt: Decrease debt by at least 10% 7. Savings: Increase savings by at least 2% of net income 8. Savings (for those who are not yet saving): Establish and maintain a regular savings habit (monthly) For details on how to record and verify outcomes, please see Outcome Tracking Guidelines. Please note: A single client can teach more than one outcome in different service areas, and an outcome will be applied to the reporting period when it was achieved, regardless of when the client was first admitted to services. Financial Counseling outcomes may also improve clients' potential to achieve other goals, such as securing housing, employment, or credit when they achieve an improvement in their credit history, or acquiring assets by building their savings and investments. 8 v. Follow-up Sessions and Referrals a. Ongoing Sessions OFE data demonstrates that clients achieve greater financial success and outcomes when they attend follow- up sessions with their Financial Empowerment Counselor. Clients should be booked for follow-up appointments after their intake session whenever possible. At each session, new outcomes or milestones are recorded. Progress toward financial goals is recorded through starting/ending values in the Financial Health Assessment and Debt Assessment and by selecting which milestones have been achieved in the point of service. For clients in the Reducing Debt service plan, a new Debt Assessment is completed at each financial counseling session as this is the sole mechanism for recording debt outcomes. Full Financial Health Assessments are not required at every financial counseling session as progress is recorded through the points of service (outlined above). Follow-up Financial Health Assessments are required periodically to adapt to a client's changing financial situation. (See below.) b. Follow-up Financial Health Assessments Counselors will conduct a follow-up Financial Health Assessment every 3-5 months with each client or when there is a significant change in the client's financial circumstances that occurs before the 3-month mark— such as a change in employment status or income. Follow-up assessments allow counselors and clients to reassess needs, progress, and outcomes and provide a comparison point for evaluation and measuring financial health. c. Referring Clients for Additional Services During the course of your intake session, you may realize that a client is in need of services beyond the scope of the Financial Empowerment Centers. Issues may be impacting their financial situation that require referrals to other service providers in the City's network of resources. Some common referral reasons are listed here: Benefits Screening and Enrollment (Self-Sufficiency calculator; SingleStop; etc.) Bankruptcy Counseling (Legal Services of NY Bankruptcy Advocacy Project) Foreclosure Prevention (Center for New York City Neighborhoods or local network partner) Legal Services For complete referral information, visit OFE's Web site nyc.gov/ofe and click Financial Education Providers to get Resources for Providers or consult the referral network developed by your organization. 9 Correcting errors Financial Health Assessment Increase savings by Z.% of net income Transition account Account open for 6 months Increase F1C0 at least 35 points vi. Financial Empowerment Center Counseling Process: Assessment to Outcomes B. Guidelines to Help Clients Achieve Financial Empowerment i. Budgeting Creating a budget is one of the first steps counselors should take when reviewing a client's financial stability and serves as the foundation for helping clients achieve financial empowerment outcomes. Based in the Financial Health Assessment, a budget is a plan for applying income to expenses. It sets spending limits, savings goals, and helps clients ensure that needs are paid for before wants. Budgeting increases awareness of personal financial priorities and allows clients to more easily make adjustments when needed. Below are some basic considerations to make when helping clients budget. For more information and budget worksheets, please refer to materials from CUNY counselor training. a. Tips for Effective Budgeting • Budget for now and any anticipated change in the future. • Prioritize bills and pay basic necessities first (housing, etc.). • Always track expenses to ensure that the budget is being followed and look for ways to reduce expenses. • Change due dates of credit card bills for monthly consistency or to spread out according to pay dates. In addition, consider the implication of dates on cash flow—for example, if clients are paid after bills are due. 10 ii. Credit Counselors should review a client's credit report and credit score in the first session and on a periodic basis every few months. Good credit is one of the major thresholds clients must reach to participate in the mainstream financial system and, increasingly, for the housing and employment markets, as well. The guidelines below offer tips for clients in the Improving Credit service plan and outline OFE milestones for achieving credit outcomes. For more information on credit card features, reporting identity theft, and other information for improving credit, refer to OFE's Web site nyc.gov/ofe —click Financial Education Providers to get Resources for Providers—and CUNY counselor training materials. a, Credit Reports and Scores for Supporting Debt and Credit Service Plans Counselors can obtain clients' credit reports and FICO score per their organization's agreement with Credit Builders Alliance or another third party. Based on those agreements, some information from a credit report may not be shared with clients. Please refer to that agreement to determine what information can be disclosed. Clients can retrieve their free annual credit report from all three credit bureaus without their credit score from www.annualcreditreport.com . A FICO score should always be considered the primary metric for credit rating because it is used by the vast majority of lenders, and it must be recorded in the client record. Although the FICO score cannot be shared with clients under agreements with Trans Union, counselors may choose to review credit rating category with their clients or another credit score type, such as TransRisk score. b. Tips for Credit Improvement • Check all three (3) credit reports annually to monitor for identity theft. • Always check for errors and contact credit agencies to have them removed, as applicable. • Maintain good credit and payment habits—for example, always paying bills on time and appropriate utilization ratio. • Establish or improve credit score by opening a secured credit card or apply for a secured loan at a community credit union or bank with reasonable fees. c. Tips for Managing Credit Cards • Know how to read a credit card statement. • Know the costs associated with using a credit card (e.g., annual fees, interest rates, grace periods, over limit fees, etc.). • Know how and when to use a credit card that meets your needs and has the lowest interest rates and fees appropriate to your situation. • Know how and when to use a credit card, and the risk of using a credit card too much. • Know the appropriate steps to take when a credit card is lost or stolen. d. OFE Milestones for Establishing and Improving Credit • Review credit report with client • Alert credit bureau and lender about error on credit report and dispute with creditors 11 • Verify that error was removed from credit report • Alert credit bureau of identity theft • Alert lender of identity theft • Review credit history and identify need to establish credit • Obtain a credit builder loan/secured credit card iii. Debt Service Plan More than 60% of Financial Empowerment Center clients are working on paying down debt. Below are the basic topics to consider when assisting clients in debt reduction, including milestones on the path to achieving outcomes and other tips for success. For more information on reducing debt, please refer to CUNY counselor training materials and DCA's Debt Collection Guide. a. Tips for Achieving Debt Reduction and Management Outcomes • Prioritize debt: Address any derogatory debt items like collections, public records, or judgments first, then tackle high interest debt, if possible, after essential needs are met. • If contacted by a debt collector: o Check that the collection agency is licensed by DCA. o Immediately request in writing verification of the debt. o Keep copies of everything you send the collector and take notes of phone conversations. o If collector is harassing you or not licensed, file a complaint with DCA. • Negotiate with creditors to lower debt and/or late fees, interest, etc. • Review student loan balances and consider repayment options. • Consider bankruptcy as an option in order to protect certain assets (e.g., 401K). b. OFE Milestones for Achieving Debt Outcomes • Review credit report with client • Identify debt owners • Send verification letters • Develop payment plan with client • Alert lender to identity theft • Prepare debt schedules and documentation for bankruptcy if applicable) • Assist client to negotiate appropriate debt consolidation iv. Savings While often difficult on a tight budget, saving is critical to ensuring long-term financial stability— allowing clients to cover unanticipated expenses and achieve life goals. The following tips help your clients establish savings habits, include savings as part of the budget, increase total savings, and find the best places to put their money. For more information on savings account features and other asset building tips, refer to CUNY counselor training materials and OFE's Web site nyc.gov/ofe. a. Savings Tips • Use an automatic savings feature to build emergency funds. This will help establish and maintain a regular savings habit (e.g., employer-based savings account). 12 • Open an account with limited access to help build savings (e.g., only an ATm card, online savings). • Consider asset building tools such as: o Matched-savings account (e.g., SaveUSA account at tax time) o Earned Income Tax Credit (EITC) during tax season o Educational accounts (e.g., 529 Savings Plan) o Retirement Savings (e.g. IRA, 401K) o Qualifying for government benefits o Qualifying for health insurance o Steps to homeownership • Determine your preferred banking needs (e g, online banking, hours of operation, checking, savings, etc.) b. OFE Milestones for Achieving Savings Outcomes • Assign spending journal • Client includes savings plan in budget • Client completes realistic budget • Client saves money monthly • Client opens savings account • Client has auto deduction to savings account • Client opens a NYC SafeStart Account v. Banking Becoming banked, and using the account wisely, allows clients to access and use their money safely and often with lower fees relative to check cashing or other alternative financial services. a. Tips for Becoming Banked and Choosing a Bank Account • Research which banks or credit unions accept your form of identification. • Review your ChexSystems Records. • Look for ideal features of a banking account to help save you money: o Reasonable monthly maintenance or service fee (under $5) o Free use of in-network ATM/No fees to use debit card o No overdraft o Low minimum balance and initial deposit requirements (under $100) o Be sure to review full disclosure of all fees • Be aware of high fees for: o Activation o Inactivity before 12 months o Monthly fee over $5 o Card replacement, if lost o Cash withdrawals at bank or credit unions • Overdraft or non-sufficient funds 13 b. OFE Milestones for Achieving Banking Outcomes • Obtain all documents needed for account opening • Client uses ATM card • Client uses debit card • Client uses direct deposit • Client uses online/auto bill pay • Client intends to open a NYC SafeStart Account • Client opens a NYC SafeStart Account c. Additionannformadon on Banking Alternatives: Prepaid and Payroll Cards Many clients are turning to general purpose reloadabIe cards (a.k.a. "prepaid cards") and payroll cards as an alternative or supplement to traditional banking. Because these services are relatively new and may not have been covered in CUNY counselor training, below are tips for selecting and using such cards, • Be aware of prepaid cards that are not insured by the Federal Deposit Insurance Corporation (FDIC) or have Regulation E Protections. • Be aware of prepaid cards that have a credit line. • Additional features of safe and affordable reloadable and payroll cards: o Free automated phone service to receive balance information AND live customer service with 1-2 free calls each month for balance information o Low monthly fee (up to $5), with the possibility of a waiver if the card has been reloaded o No inactivity fee for at least 12 months o Checks available to be written to third parties, e.g., rent payments o No fees for a denial at an ATM o No fees to check balance or transaction history at an ATM o Free use of in-network ATMs to withdraw cash o Multiple free balance reloads through payroll direct deposits or other electronic means (e.g., tax refund) o No credit options o FDIC insured up to $250,000 • In addition, for payroll cards: o Free or reasonable fee for replacement card o Free cash withdrawals at bank or credit unions (also known as over-the-counter) • Other features and terms to consider: o Ability to use the card to pay bills o Ability to withdraw cash at bank or credit unions (also known as over-the-counter) o Balance information available through text messages on cell phones o Free replacement for a non-working card OR low fee for a lost card o Low fees for out-of-network ATM transactions o Ability to reload card with cash o Ability to use the card internationally 14 II. Appoint ent Scheduling A. Using the Centralized Scheduling System i. The Need for Citywide Scheduling Using the OFE Call Center and the SimplifyThis scheduling system will allow Financial Empowerment Center clients to call one number to make an appointment at any of the dozens of Centers Citywide. Clients will now be able to access the appointment that is most convenient for them, increasing the likelihood that they can attend the session and reap the benefits of our work. In addition, the OFE Call Center will be able to relieve some of the administrative burden of scheduling from the Financial Empowerment Centers— fulfilling initial appointment requests and rescheduling appointments when appropriate. The guidelines below will instruct you on how to use the new centralized scheduling system and help ensure the smooth operations of the Centers. ii. Process Overview a, Client or Referral Partner Calls to Schedule Appointment • Caller will reach the OFE Call Center by either calling 311 Of the direct OFE Call Center line, which will be shared with targeted groups to improve efficiency. • The call will "jump" from desk to desk until someone in the OFE Call Center can answer. No voicemail will be available, but four (4) staff will be trained to answer calls and book appointments, with two of them dedicated to this program. • The OM Call Center will be staffed from 8:30 a.m.-5:00 p.m. • After hours, callers will hear a message instructing them to call back during regular business hours. (OFE Call Centex staff has found it is easier when clients call back during a time that is convenient for them, rather than OFE staff attempting to reach clients at a time that may not be convenient.) b. OFE Call Center Staff Books Books the Appointment that is Most Convenient for the Client • OFE staff uses the SimplifyThis system to determine the best available Financial Empowerment Center appointment for callers based on their personal schedule, location, and language preference. • Each appointment will be booked for a 1-hour slot open on a counselor's calendar, beginning on either the hour or half hour, • Once the OFE Call Center books the appointment, it will appear on the Financial Empowerment Counselor's Google calendar. • OFT Call Center staff will give the name of the counselor, detailed directions to the site, and provide the caller with a list of materials to bring to the appointment. If the host site so chooses, the phone number of the location will also be given. • OFE Call Center staff will use basic knowledge about financial counseling to identify the issue area(s) of concern and note them in the appointment. c, Reminder Calls • Financial Empowerment Center staff, not the OFE Call Center, will be responsible for reminding the client of an upcoming appointment, unless future OFE Call Center capacity allows for OFE staff to 15 manage this, as well. However, clients with an email address will receive an email confirmation of their appointment. a'. Rescheduling Appointments • If a client calls the OFF. Call Center to reschedule, OFE can accommodate them. However, appointments can also be rescheduled directly by Financial Empowerment Center staff if the counselor or client cannot attend at the scheduled time. e. Follow-up Appointments • Since these are usually scheduled during the current appointment, Financial Empowerment Center staff will be primarily responsible for scheduling follow-up appointments with clients. But if an appointment cannot be made at the time, clients may call 311 and the OFE Call Center staff can schedule it. iii. About SimplifyThis SimplifyThis is a flexible, Web-based scheduling system that will use ZIP Code search functionality to find the next available, convenient appointment for Financial Empowerment Center clients across the City. SimplifyThis accesses available appointments from every Financial Empowerment Counselor's Google calendar. SimplifyThis Appointments: All open space on your Google calendar during your scheduled work hours is available for Call Center staff to book appointments. Once an appointment has been booked for you, it will appear on your G-oogle calendar in real time. The appointment will be tided with the client's name and language that they speak. The client's phone number will also appear in the title and body of the appointment. Any notes that the OFF. Call Center staff took about the client (referral source, etc.) will also show up in the body of the appointment. Note: SimplOiThis is not well supported by Internet Explorer. Please use another Internet browser, such as Finfox or Google Chrome. iv. Getting Started with the New Scheduling System Enabling the centralized scheduling process requires only 3 easy steps: 1. Create and maintain a Google calendar. 2. Enteryour regular work hours, location(s), and language(s) thatyou speak into Simpliffbis. 3. Syncyour Google calendar with SitnplThis. a. Step One: Creating and Maintaining a Google Calendar All Financial Empowerment Counselors must have an individual Google calendar and be responsible for using the software correctly. 16 • Create a Google account using the email address that you currently use for your organization (example: jsrnith@nycnonprofit.org). For instructions on using Google calendar, visit http: / /supportgoogle.corn /calendar /bin/answer.py?h1=en&answer=2465776 • OFE Call Center staff will not be able to see any information on your calendar other than when you are free (i.e., time slots in which your calendar has no appointments marked at all). The OFE Call Center can schedule appointments for any empty time on your Google calendar within your regular work hours. You will need to block off any time that you do not want appointments scheduled by making a Google appointment for those times. Such times include slots for travel, follow-up appointments, vacation/holidays, administrative time, lunch, and breaks. Do not make appointments for open times in which you would like the OFE Call Center to schedule appointments because those times will look scheduled to OFE Call Center staff! • **IMPORTANT NOTE** SimplitY -This will not sync appointments that are marked "private." Private appointments will show- as open appointment times to the OFE Call Center. In order to prevent double booking, all appointments that you place on your calendar must be marked "public. "This is especially important to note for appointments that are made using your smartphone, iPad, or other device that syncs with your Google calendar—they will often be defaulted as "private." This problem can also occur with events that are shared from another calendar—if the original event on the original calendar is marked as "private," it will not be read by SimplifyThis and will appear as open time. • Before you make an appointment on your Google calendar, click to refresh to ensure the calendar reflects appointments that were scheduled previously by OFE Call Center staff. This will help prevent double bookings. • You must set your default Go ogle calendar setting as public. Selecting this option won't make the event's details available in public search indexes, but it will allow SimplifyThis to access your availability. For more information about Google's "private" vs. "public" event settings, visit lattp://supportgoogle.corn/calendar/bin/answer.py?h1=en&answer=34580. To make your default calendar setting public, follow these steps: o On the left hand side of your individual calendar, use the drop-down next to the calendar name (under "My Calendars") to select "Calendar Settings." o Click on the link that says "Share This Calendar" on the top of the page. o Check "Make this calendar public" and also check "Share only my free/busy information (hide details)." o Flit "Save" on the top or bottom of the page. • You must maintain your schedule in the above fashion for all appointments three weeks into the future. To prevent double booking, you must also block off all known appointments (such as upcoming vacations, doctors' visits, etc.) as soon as possible. b. Step Two: Accessing Simpli.6/This and Entering Your Schedule and Language Profile OFE will grant you access to SimplifyThis as soon as your manager shares your Google username with us. To access SimplifyThis, visit WWW. simplify this.com and log in using your Google username and password. Once logged in, you must input your schedule—the hours and locations that you work each week. You are responsible for entering your schedule initially, as well as updating it when there are any changes. 17 Contacts Katie Plat HelP I Re Projects slid invoices and Tasks Paymenti: Staff g and Account Welasite U mount Access In Clients, Customization of oking anti Accoura Weasite, Configuration or AppointMent eookIng Options. Fluttons and Links Invoice Involw CuSionlization, Tax Rates, Other Invoice Preferences Follow these steps to input your schedule: 1. Click on the "Staff' tab at the top of the page. Simplifythis • • App. oliWiterit aims and Book' • . • Services Business Address and Logo Business Address, Logo, Users and Permissions Payment Providers Payment Providers (Paypal, Merchant Account) Classes 2, Look for your name in the staff list. 3. To the right of your name, click on the 4th button (a little calendar). When you hover over it, it should say "Edit Schedule." 4. Once the screen opens, click on "+ Add New Schedule." (See next page.) Under each day that you work, click "Add Hours." You can schedule yourself to work at multiple locations in one day (at one site in the morning and at another in the afternoon, for example). Select the hours that you work at the first site, and then select the site location where you work those hours using the drop-down menu. Make sure to hit "Save" as you enter your hours for each site. 18 Mon D-ay Off? 0 +Add Hours Day Off? 0 +Add HoUti Day Off? ID +Add Hour Day Off? D +Add Hours • Tug Wed Ulu usino tocalir_m hours Start Time End Time Location 19 I +Add New SolteduIe this.sclied Schedule for W ek Today...js Holiday :. Fri Day Off? CI using location hours Add Hours 5. For any days that you have off, check "Day Off." (For example, weekend days.) Next to the days you chose as your days off, it will say "Today is Holiday." 6. Make sure you have entered a time schedule and location for each day of the week, 7. To save the weeldy schedule you just entered and use it as a regular schedule, click "Save this schedule" at the top of the page. Make sure you click "Save this schedule," otherwise it won't save and you will need to re-enter it You can give the schedule a name and tell SirnplifyThis how often to repeat it (every week, every two weeks, etc.) on the left hand sidebar. Note: You must enter your exact schedule rather than using the default "using location hours" that appears for each day of the week. Follow these steps to enter your language profile: 1. Click on the "Staff" tab at the top of the page. 2. Look for your name in the staff list. 3. To the right of your name, click on the St" button (a linked chain with a pencil). When you hover over it, it should say "Assign Services." . • • • . :441.i.OPIzrr.fr • • 4. When you click the link, a check box that says "perform all services" will appear. Go gre Calander Sync 5. UNCHECK this box. (This is very important. Otherwise, clients will be assigned to you who speak languages that you don't.) 6. When you uncheck the box, a list of languages offered by the Financial Empowerment Centers will appear. Check the box next to every language in which you offer counseling, including English. Employee Service Bengali Chinese OHS English Nepali Spanish Urdu Save Select El 111 Cancel 7. Once you have completed your language profile, click "Save" at the bottom of the pop-up screen. c. Step Three: Syncing Your Google Calendar with Simplh"-This Follow these steps to sync your Google calendar with SimplifyThis: 1. Click on the "Staff" tab at the top of the page. 2. Next to your name, click on the 1st button. When you hover over it, it should say "Google Calendar Sync." 3. Click "Authenticate with Google and select a calendar." A link will appear to sign in with your Google account. 20 Google Ca!ander Sync )<_1 There are two ways to sync with Goole calendar. If 'fou are Lisind two way security with Goole, please select the first option. a 4.) Authenticate with Goosle and select a calendar. 111 Sign In with Gooqle account 0 Enter your Google Id and Password and then select a calendar, 4. Once you have signed in with your Google account, click "Grant access." Go. e accounts The site app.simplifythis.com is requesting access to your Google Account for the product(s) listed below. Google Calendar Goo& is not affiliated with app.simplifythis_corn, and we recommend that you grant access only if you trust the site If you grant access, you can revoke access at any time under 'My Account appsimplifythis.com vvill not have access to your password or any other personal information from your Google Account Learn more Grant access , DenTaccess 5. Use the drop-down to select your calendar (there will likely only be one option) and hit "save." Google Calander Sync There are two ways to sync with Google calendar. If you are using two way security with Goggle ; please select the first option. (4) Authenticate with Goole and select a calendar. Please Select Calendar Select Calendar ••••••"4. 21 Google Calender SUmp!ete . Contacts Simplifyth •appumuneu Book IWIIIS d Servic 6. A message should appear at the top of the page that indicates the sync is complete! Congratulations and thanks! Your calendar is now created and accessible to the OFE Call Center! You are now helping your Center and those all around the City to provide better and more timely service to our clients. v. Final Issues • If you are having trouble with the new scheduling system, please check to make sure that the problem is not an IT issue on your end. If the concern seems to be something for which you need OFF, assistance, please notify your manager. • If you are not able to attend your scheduled Appointments, you should follow your organization's policy for rescheduling appointments and/or assigning them to a fellow counselor. However, the OFE Call Center will have access to all open appointment slots across the City and can assist you in finding a new appointment for your clients if need be. • Once you have met with a client, you should schedule your own follow-up appointment per usual. This will help you maintain and build upon your relationship with the client, increasing your chances for positive outcomes. 22 Hi. Data Tracking and Reporting A. Tracking Client Data This section details important OFE contract requirements, including data collection, data quality standards, and the timing of data input. This section will also review the importance of data quakty. i. Standards for Entering Client Data Center staff must: • Ensure data is captured in a timely manner. Weekly session and client data must be entered into the database before 5:00 p.m. on the Wednesday of the following week. This data needs to be accurate because it will be reviewed periodically by OM, who will aggregate the figures for repotting the overall initiative. It will also be used by respective site managers in reports submitted to OFE. • Conduct a Financial Health Assessment Follow-up and Debt Assessment Follow-up 3-5 months after the client's baseline assessment. • "Dismiss" clients who are not reached after three (3) attempts to complete a follow-up assessment or appointment. The client records remain available in the database if needed in the future, but are "dismissed" from the list of active cases to make the current client list more manageable. 3 Agree to participate in additional monitoring and evaluation activities, including site visits, surveys, interviews, and administrative records review as required by OFE. 3 Ensure that Financial Empowerment Center services, clients, and/or data will not be included in or subject to evaluations conducted outside of the initiative without prior consent and approval by OFE. Center staff must proactively notify OFF as soon as possible of any constraints in reaching weekly deadlines and maintaining a high level of data quality. All data errors should be communicated to OFE upon discovery. Examples of Threats to Data Quality 3 A client session is over 200 minutes: This indicates that a client session was over three (3) hours long. While client sessions can be over three hours long, it is something Center staff should flag and follow up with to ensure the proper session time was entered. 3 A client intake "contact location" is blank:This indicates that the client has a missing session/point of service. For an intake to count toward reporting, the client must have a. session/point of service recorded. If a client's "contact location" is blank, a session/point of service HAS NOT been recorded. These clients can be found by running the "Missing Points of Service (Site Access)" custom report in ETO. • Client debt and/or savings is unexplainably high or drastically changed: Some of the most important inputs in ETO are the outcome and milestone metrics. When entering numbers into ETO, always double-check that the numbers are accurate. An extra "0" on total debt is a major data error as this can show someone as having debt of $10,000 when their debt is really $1,000. 3 Pre-populating errors: When a counselor opens a new Point of Service form at a follow-up session, it is pre-populated with the Milestones from the client's previous visit. Before submitting 23 tent assigned spending journal avings plan included in budget G h... This client did NOT achieve these milestones L.1 > during their wren( session, to these must be rant completed realistic budget Heat is saying money monttify deselected Ill Client opened savings account 0 Client has auto deduction to savings account n Client opened $ayetiYC account Li Outcome: Client maintained regular savings habit 0 months) a new Point of Service, you must check to ensure that Milestone check boxes reflect the current session only. When entering numbers into ETO, always double-check what you enter. As previously stated, some of the most important metrics tracked in Fro are the outcomes and milestones. These numbers are typically typed in by multiple Center staff. The slightest mistype on a keyboard can cause the information to he misreported. In some cases this can cause a great over-reporting or under-reporting of client data. In order to ensure complete accuracy we strongly encourage Financial Empowerment Center staff to double-check every number entered into ETO before submitting. iii. Counting Milestones and Outcomes To calculate the number of milestones and outcomes achieved by a Center, OFE looks at the data entered in to the Points of Service. For a milestone or outcome to be counted by OFE, it must be recorded in a point of set-Nice. Every time counselors see a client, they must always record a point of service. When recording Milestones and Outcomes, always make sure the data you record reflects your session. Since Points of Service are automatically populated with the last session's information, you must make sure to deselect any Milestones that Were not achieved in the current session. For Outcomes and Milestones to be counted, Center staff must: • Always record a Point of Service for each session. 3 Always update the Point of Service to reflect the most current session. V Points of Service ate automatically populated with the prior session's data. If the pre- populated milestones are NOT achieved in the current session, they MUST be deselected. 3 'Upload documents to "client files" and "credit report" sections of the client's record when available. (See the section Outcome Velification.) Example of Misreporting Milestones: • For the client below, you can see how the Milestones are pre-populated with the prior session's milestones. If a client does NOT achieve these same milestones in the current session, they MUST be deselected. Savings Milestones: -0 IC: Reviewed credit report with client ID Reviewed credit score with client [7] Alerted credit bureau In error or credit report and disputed with creditors n Alerted lender to error on credit report Credit Milestones: $avelITC Amount: •irk Non-FICO Credit Score, kik c Zi Error was removed from credit report Alerted lender to identity kheft Obtained a credit builder loan/secured credit card • • This client rikritieved these mllestones during their current session, no these stay seleaed ElAlerted credit bureau to identity theft El Reviewed credit history and identified need to establish credit 0 Established credit 24 B. Reporting Financial Empowerment Centers are required to submit Quarter# Reports four times annually to demonstrate key operations data and outcome pTcormance. In addition, a semi-annual report is required, which is outlined in the Contract Compliance section of this manual provided to FinancialEmpowerment Center managers. The organkation must produce these reports using OFE's 'Quarterly Data Report Template" and ",Cemi-.Annual Narrative Report Template." OPE staff will review and ven:ft the content of these reports to monitor service deliveg and progress toward achieving outcomes for debt, credit, savings, and banking service plans, in accordance with contract requirements, i. Quarterly Reporting OFF. is continually working to decrease the amount of time Center staff has to spend on reporting. OFE has designed ET° Results reports to allow Center Staff to easily generate the quarterly reports. These reports can be found by clicking "Reports" -) "View Reports" 4 "Quarterly Data Report." When the report opens, click "Refresh All" at the top right and then select the dates you wish the report to run. "Session Start/End Date" should match "New Client Start/End Date." Procilpts Reply to prompts before runn in Me query. Enter Session End Detef,End): 31312a42 t210.1h00 AM Enter New Client Start Date(Start): 11,!2 4312 12:00100 AM Enter New Client End Date(ad): 3/3112012 141:1 ,01.00 AM Example: ii. Custom Reporting Custom queries were created to help both OFE and the Financial Empowerment Centers better understand and manage their data. When assessing your own site, take advantage of the Custom Query Reports. Some of the most frequently used and important Custom Query Reports are: Counseling Sessions by Counselor: This query allows you to see a list of counseling sessions for all clients in your site for a specific period in time. This query also shows which counselor conducted the session. This query is filtered by the Date of Contact. Missing Points of Service (Site Access): This query allows you to see which new clients have no point of service (session) recorded in your site for a specific period in time. This query also shows which counselor recorded the intake/assessment, 1' This query is filtered by the Program Start Date. New Clients — Names: This query allows you to see a list of new clients for your site for a specific period in time. 17 This query is filtered by the Program Start Date. 25 V' Qualified Sessions: This query allows you to see a list of sessions that are counted toward your site's overall session goal. V This query is filtered by qualifications set in the contract. (A session must be at least 30 minutes.) This query is also filtered by the Date of Contact. • All Demographics per Site: This query allows you to see the demographics for all clients in your site for a specific period in time. 'V This query is filtered by the Program Start Date. iii. Common Errors This section compiles occopts of mails received by OFE from FinandalEmpowerment Center managers with questions and problems relating to ETO. • HTTP 401 Issue: A 401 Error message can appear when Financial Empowerment Center staff attempt to access the ETO Web site. This can be caused by Internet connectivity problems or problems with ETO itself. Most often, however, Financial Empowerment Center staff is attempting to access ETO with a browser other than Internet Explorer, ETO is only supported by Internet Explorer and Financial Empowerment Center staff should always use it accordingly. / Before reporting a 401 Error, make sure your site's Internet connectivity is working and that you are using Internet Explorer for ETO. "How do I see which clients are missing points of service?" Financial Empowerment Center staff can easily access this information using a custom report in ETO. This report generates a list of relevant client names and their counselor. • Simply click "Reports" 4 "Custom Reports" 4 "Missing Points of Service (Site Access)" filter by the dates you wish to see a list of clients. I Adding New Counselors: OFE is the administrator for the ETO database and is the only organization with access to change staff accounts. This includes adding new accounts, deleting accounts, giving staff access to certain programs, changing site roles, changing reporting roles, etc. • Always contact OFE with any account access request, iv. Who to Contact V For questions and/or issues regarding data quality, reporting, and data collection, please contact OFE Research or Programs staff for assistance. I For questions and/or issues with the ETO database, please consult the ETOSoftwareHelpManual (available online at https://site.s.google.comisite/etosoftwarehelpmanual/) before contacting OFE. If you cannot find a resolution for your ETO-related issue, you may contact OFE or ETO for further support. 26 Contacting OFE Our hours are 9:00 a.m.-5:00 p.m. (Eastern Time) Monday through Friday. You may contact us before or after these hours, but may not receive a response until the following business day. • Justin Scott o (212) 232-9580 o jscott@d_ca.nyc.gov • Tara Brown o (212) 487-2053 o tbrown@dca.nyc.gov Contacting Social Solutions Support Hours are 8:00 a.m.-8:00 p.m. (Eastern Time) Monday through Thursday, and 8:00 a.m.-6:00 p.m. Friday. • Phone, Toll Free: (866) 732-3560 Ext. 2 • Email: supportallocialsolutions.com or submit a case online at http s: / / forms.netsuite.com/app /site /crm /externalcasepage.nl?compid= 906252& formica= 40&h= f50 49fb1fca0f793fe8b&redirect count=l&did javascript redirect=T • Through the Support link in the bottom right corner of your ETO • Through Chat from 9:00 a.m.-5:00 p.m. Monday through Friday: http://service.velaro.com/Chat/Chat.aspx?siteid=4797&showwhen=inqueue&vref=&stage=notonli ne 27 V. Outcrme Verg ocation A. Overview Trackingfinancial outcomes is essential to program evaluation, monitoring progress, and ensuring contract requirements are met and documented. Counselors play a significant role in documenting and assisting contractors and OFE in verifying client outcomes. This section details qualafying client outcomes for FinancialEmpowerment Center contracts and procedures that OFE employs in venffing outcomes. Counselors must upload documentation of outcomes in ETO as stated below whenever possible. For more information on ETO and outcome tracking, please see the Data Tracking and Reporting Section of this manual. OFF can use any of the methods described below to ensure accurag of data. If documents are not attached and OFE staffis unable to contact the client, the outcomes will be noted as unverifiable, and may not count toward contract goals. B. Debt Reduction Outcome Verification Outcome for service plan: • Decrease debt by at least 10% Documents for verification: • Credit report(s) demonstrating debt reduction OR • Letter from creditor or debt collector demonstrating debt reduction Verification process: • When a counselor has uploaded documents showing a debt reduction, an OFF verifier will review the documents to ensure that information in the client's Debt Assessment is accurate. • When a counselor has not documented the reduction, OFE staff will pull the client's credit report and verify that debts have been reduced. • If the counselor has not uploaded supporting documents and the credit report pull does not confirm a reduction in debt, OFF. staff will attempt to contact clients for verification that they have paid down the debt. C. Credit Improvement Outcome Verification Outcomes for service plan: • Establish credit score • Increase FICO score by at least 35 points Documents for verification: • Credit report(s) demonstrating outcome 28 Verification process: • When a counselor has uploaded documents showing a credit score increase or establishment of a score, an 0En verifier will review the documents to ensure that information in the client's record is accurate. • When a counselor has not documented the reduction, OFE staff will pull the client's credit report and verify that credit has been improved. • If the counselor has not uploaded supporting documents and the credit report pull does not confirm an improvement in credit, OEE staff will attempt to contact clients for verification that they have paid down the debt. D. Banking Outcome Verification Outcomes for service plan: • Open a safe and affordable bank account • Transition to a safe and affordable bank account • Bank account is open six (6) months later Documents for verification: • Statement of Account with client's name AND • Account terms/conditions with client's name Verification process: • When a counselor has uploaded account verification documents, an OFE verifier will review that those documents reflect the outcome as noted in the client record. • If the counselor has not uploaded verification documents, OFE staff will attempt to contact clients directly to verify account terms and usage. E. Savings Outcome Verification Outcomes for service plan: • Increase savings by 2% of net income • Establish and maintain regular savings habit Documents for verification: • Statement of Account with client's name. If demonstrating regular savings, either multiple (at least two) statements are required, or documentation showing that a regular transfer/deposit has been established. 29 Verification process: • When a counselor has uploaded verification documents, an OFE verifier will review that those documents reflect the savings as noted in the client record. For the 2% outcome, OFE staff will confirm that the increased balance is greater than 2% of the net income reflected in the latest budget. • If the counselor has not uploaded verification documents, OFE staff will attempt to contact clients directly to verify savings balance or regular savings and client's income. 30 V. Corm- unication and Branding Guidelines A. Introduction New York City opened the first Financial Empowerment Center in 2008 in the Bronx. Since then, we have opened more Centers Citywide, where financial counselors from partnering nonprofits have conducted thousands of counseling sessions and helped New Yorkers reduce their debt by millions and build hundreds of thousands of dollars in savings. As a cornerstone of the Bloomberg administration's aggressive efforts to fight poverty in New York City, Financial Empowerment Centers now receive public funding. This watershed moment gives us the opportunity to rebtand Financial Empowerment Centers and to renew our call for New Yorkers in financial distress to get free one-on-one professional counseling at our Centers. The Department of Consumer Affairs (DCA) developed these guidelines for Financial Empowerment Center contractors to use with the objective of creating a strong "brand identity." These guidelines are a "living document" that we plan to update as needs arise. DCA's Office of Financial Empowerment (OFF) will update all Financial Empowerment Counselors about updates to these guidelines. Creating Brand Identity Brand identity refers to the ways in which a unique product sets itself apart by using coordinated logos, keywords, visual appearance, and communications. To create and maintain brand identity, we need all Financial Empowerment Center contractors and counselors to follow these guidelines. Creating a consistent brand identity for the Financial Empowerment Centers is critical to ensuring that New Yorkers know where to turn when they are in need of financial help. Our hope is that one day New Yorkers will immediately recognize the City's Financial Empowerment Center logo as they would the Nike swoosh or the intertwined "N-Y" of the New York Yankees logo, so that they can easily access the help they need. The Messaging section of these guidelines highlights recommended ways of communicating about the City's Financial Empowerment Centers and your role as a New York City Financial Empowerment Counselor, The Branding section includes information about available—and upcoming—collateral materials; approval procedures; and technical assistance. Appendix A outlines branding assets: logo; color; typography. By following these guidelines, you can help us reach our goal of ensuring that as many New Yorkers as possible know that they can get free one-on-one professional financial counseling at the City's Financial Empowerment Centers. B. Messaging When clients arrive at a New York City Financial Empowerment Center for a scheduled appointment, they should immediately recognize that they are in the fight place either through signage or confirmation at reception. Such immediate confirmation is especially important at locations with a multitude of partners and service providers. Through signage and/or spoken greetings by the receptionist or Counselor, the Financial Empowerment Center brand identity should be communicated. 31 1. How to describe the work of the City's Financial Empowerment Centers • The City's network of Financial Empowerment Centers offer free one-on-one professional financial counseling in multiple languages. The City's Centers help clients take control of their debt, deal with debt collectors, improve their credit, create a budget, find safe and affordable financial products, and much more. To find a location near you, visit nyc.gov/ProtectYourMoney or call 311 and ask for an NYC Financial Empowerment Center to make an appointment. If you visited a counselor already, you can call the direct phone number the counselor provided. • In 2012, the City of New York contracted several nonprofits to create a network of Financial Empowerment Centers. Funding is provided by both the City of New York and the Mayor's Fund to Advance New York City. if. How to reference the City's Financial Empowerment Centers • Never use "FECs" or "EEC" when referring to the Centers in external or client communications. • Always use "New York City Financial Empowerment Center" on first reference, and "the Center" for all following references. Always capitalize Financial Empowerment Center and Center. in How to reference the City's Financial Empowerment Centers en espatiol • In Spanish, always translate the City's Financial Empowerment Centers as los Centros de Poder Finandero de la Ciudad. iv. How to describe your job at the City's Financial Empowerment Centers • When you are representing the City's Financial Empowerment Centers, your job title is: New York City Financial Empowerment Counselor. Example: I am a New York City Financial Empowerment Counselor, and I work at [insert your organization's name]. v Sample Email and Email Signature Dear Mr. Smith, I am writing to remind you of your upcoming Financial Empowerment Center counseling session. You are scheduled to meet with me at 10:00 AM on Wednesday, April 4, 2012 at East River Development Alliance at 38-81 13th Street in Long Island City, Please bring (X). If you need to change your appointment or have any questions, please feel free to contact me at [phone number]. Thanks, Name New York City Financial Empowerment Center Provider Organization Name Address Phone Number E-mail nyc,gov/ProtectYourMoney 32 Press 8s inquiries shomid bc inn-nu-Lir:tidy directed to thc DCA Pico. Office. Please cCintrict Abby lioorcns ii 248-i 073 611: copy Tani Beciwo, IBnjtiiJ Empt,wciment (licnttit Man,igtir„it tbn nwritpidlcrl.nitc iv on Al misponduncii. iiiiiJ Empowoirnerit 1i1 tilt tt!Cr)tii" it of hi rccord,'?..iiiilest clic ilitei'66\iiittrt,17 .en .iiirifi0Hed.bt Office. Note: • Email backgrounds should be white. Do not use colored or patterned backgrounds. • Include your name, affiliation, and phone number on Replies and Forwards, as well. Sample Voice Mail Script "You have reached (Insert Name) at the New York City Financial Empowerment Center operated by (Name of Organization), Please leave your name, number, and a brief message, and I will contact you as soon as I can." You should answer all voice mail messages and inquiries within three days. If you will be unavailable to return a call, please provide an alternate number. vii, Online and Social Media All references to New York City Financial Empowerment Centers in online communications must be approved by the DCA Press Office prior to posting. The Web site nyc.gov/ProtectYourMoney is continually updated. Your organization can link to this -CTRL for information about the City's Financial Empowerment Centers. DCA has Facebook, Twitter, and YouTube accounts. Please email posting requests to Abby Lootens, Director of Communications, at press@dca.nyc.gov and copy Tara Brown, Financial Empowerment Center Manager, at tbrown@dca.nyc.gov . val. Reports All references to New York City Financial Empowerment Centers in reports and print communications must be approved by the DCA Press Office prior to publication. References to Financial Empowerment Center data or client profiles should say: "This report includes data from the New York City Financial Empowerment Center at [insert provider organization name]." Other Inquiries 33 Other y elt.ctcd Board Improvement Dtstkt. ot at Pk kni ii EnaptriiVerinelnt Ceiter fundet or s tit c.1-101cle t shoi iiimieckcit4, directed to Tara Bro ,,,,rn, Financial Empowcianciat Center lla.Linager, at 1 itIwrit4l4cA l'arliacisilips and f(-±ftral. relationships nvill lie arratarget DL.Als discrietinn. C. Branding Please see Appendix A for Branding Assets to help Financial Empowerment Center contractors brand Financial Empowerment Center collateral materials correctly and consistently. Successive versions of these guidelines will include Style Guidelines. Below is information about available—and upcoming—collateral materials; approval procedures; and technical assistance. i. Brochure DCA has created a brochure for your use and distribution. ii. Templates and Guidelines for Use a. Signage DCA will provide signage to display at your location. 34 dssistancc. Picasc coniaci Debra ILO:pp at: 1-:;1ap(rwcrnient enter Bfri gcr, tt tliIw i a1ic.gov on :All Assistance DCA is ayai1al):2.,i trovisiete, • dhalpilti@deii.'nVi7,:. • (212) 487L4252 Note: Plc:1:,,L, copy T:tra B email cottcsr,:)nciencc, Important: Please remove prior marketing materials, e.g., Money Worries posters, once new signage is installed. b. Business Card/Appointment Pad DA will share business card templates that include the Financial Empowerment Center logo and can accommodate your logo. DCA will also share appointment pads for use by Financial Empowerment Counselors. Financial Empowerment Canter PI,k 1 Smith NYC Enaucial Eolomeirntill CNI1n,elor 212,N5ti_N555 NA•neNesiabilp_imint.cnn, 4 FIN I00101 Fmpaworment Ctradf Yoar rerinom r.m.notirw Free One-on-One Finto-tdaf Colmsrnig nyapoWAN3401nYourMonay Business Card Front Business Card Back Appointment Pad th Approval DCA must approve all uses of the Financial Empowerment Center logo, including but not limited to print and online communications. Please email requests to use the Financial Empowerment Center logo to Debra Halpin, Assistant Commissioner for Creative Services, at dhalpin@dca.nyc.gov , copying Tam Brown (tbrown@dca.nyc.gov ). Requests should include the following information: • How logo will be used Note: Please provide a copy of the material that will feature the logo. • Deadline to receive logo • Format in which logo is needed (e.g., JPG, EPS, PNG, Al) Important: To comply with the City of New York's technical guidelines, DCA may require files of your organization's logo to create approved branding. 35 VII. For Center Managers: important Contract Requirements A. Overview of Contract Requirements This section details important OFF contract requirements, including reporting procedures for which the organkation Li responsible. Host wzgankations for the Hub and Satellite sites should ensure that all staff members from host sites are adequately informed and knowledgeable about the activities, services, and contract requirements of the Finanethl Empowerment Center. i. Adherence to OFE Guidelines Financial Empowerment Center staff, including counselors, must adhere to all OFE contractual guidelines determined in partnership with the organization to maintain consistent high quality, timely, service delivery, and effective operations Citywide. Staff members are also required to follow OFF procedures for the continuance, monitoring, and evaluation of Financial Empowerment Center services. ii. Report Submissions The organization is required to submit the following items in a timely matter to OFE throughout the contract term for the tracking of key data indicators: V Quarterly Reports (4 times per year, Semi-annual Narrative Reports (2 times per year) V Materials Distribution traekingfirms with each quarterly submission (e.g., Government ID Pamphlet Tracking Form) The organization must produce these reports using OFE's "Quarterly Data Report Template" and "Semi- Annual Narrative Report Template." (Please refer to templates in this guide for report format and content.) Report submission deadlines of the above listed items will vary. OFE will notify the organization of submission dates in advance. Submissions should be made electronically to Mage Diop, OFE's Financial Empowerment Contracts Specialist, at mdiop@dca.nyc.gov, copying Amelia Etwitt at AErwitt@dcanyc.gov. Questions or concerns regarding these submissions should be directed to Mage Diop at incliop@dca.nyc.gov or (212) 487-4285. Mailings should be addressed to: Mage Diop, Department of Consumer Affairs, 42 Broadway, 80, Floor, New York, NY 10004. OFE staff will review and verify the contents of these reports to monitor service delivery and progress toward achieving outcomes for debt, credit, savings, and banking in accordance to contract requirements. a, Quarterly Reports Quarterly reports can be produced according to the instructions provided in the Data Tracking and Repotting section of this manual. A schedule for report submission will be provided to each organization for the contract year. Quarterly reports include the qualifying Financial Empowerment Center counseling and client outcomes listed below. The host organization for the Hub and Satellite sites should ensure that all program management staff membets are adequately informed and knowledgeable of organization specific contract goals/figures located in Section IV, Operating Plan, of the Organization's Contract with OFF,. Managers should refer to this section to assure adherence to their organization's specific contract goals. 36 For counseling, the organization shall: • Conduct X counseling sessions per year (12 months). Organization shall provide consistent and uninterrupted delivery of services. • Retain and provide supervision to X full-time or full time equivalent (FTE) counselors/coaches. Each FTE shall achieve outcomes as described under Section IV (B) of the organization's Contract with OFE. • Engage in group counseling sessions, as defined in III A(d), as part of the provision of counseling, provided the total number of counseling sessions conducted in a group not exceed 20% of all client sessions in a year. • Establish clear policies and procedures for client retention, including scheduling of subsequent visits and follow-up with clients during the three-month period following initial contact. • Provide services at OFE-approved Hub and Satellite locations For outcomes, the organization shall: • Achieve X client outcomes per year (12 months). • A single client can reach more than one outcome in different service areas, and an outcome will be applied to the reporting period when it was achieved, regardless of when the client was first admitted to services. • Outcomes include the following: o Banking (for those with no bank account): Open a safe and affordable bank account as defined by OFE guidelines o Banking (for those with a bank account): Transition to a safe and affordable bank account as defined by OFE guidelines, o Banking (for all): Bank account is open six (6) months later o Credit (for those with none): Establish credit score o Credit (for those with credit): Increase credit score by at least 35 points. o Debt: Decrease debt by at least 10% o Savings: Increase savings by at least 2% of net income o Savings (for those who are not yet saving): Establish and maintain a regular savings habit (monthly) b. Semi-Annual Narrative Report Template Please address the following information in your Semi-annual Narrative Report to OFE. Reports should be limited to 3-5 pages (not including attachments): Operations: Describe adherence to model and guidelines as required by OFE, use of the client database system, and any challenges and proposed solutions. Identify any specific content issue areas that have been a challenge during the time period. Locations: Analysis of the performance of Hub and Satellite locations, describing client volume, integration with on-site programs, challenges and proposed solutions, and any proposed changes to site locations, hours, or operations. Performance: Progress toward achieving contract goals, overview of average client progress in milestones and outcomes achieved, and any updates or challenges in meeting these milestones and outcomes. Describe how you are fulfilling the scope and the level of services required by OFE. 37 Client Profiles: Please include 3-5 client profiles, including client success stories. Next Steps: Describe any major next steps, lessons learned, or modifications that you plan to make and how what you have learned thus far will affect future strategy. If there are substantial challenges in meeting goals and outcomes, describe remediation plan to attain year-end goal. Staffing: Include any significant staff or Board changes. List all approved positions for the Financial Empowerment Center program that are currently vacant and for how long. Provide resumes for key staff members for the program that your organization hired during the repotting period with the person's new position noted. Budget: Use of funds during the reporting period and any anticipated changes to the budget. OFE Petformance Evaluations OFE will monitor client service satisfaction and the organization's performance against contract standards and indicators on an ongoing basis. This section covers OFF annual performance evaluation procedures, including Vendor Responsibility tracking through the City's VENDEX system, as well as rating performance quality, fiscal administration, and timeliness. Pursuant to the New York City Procurement Policy Board (PPB) Rules and the New York City Charter, the City may only award contracts to responsible vendors. A responsible vendor is defined as one that has the technical capability and financial capacity to fully perform the requirements of the contract, as well as the business integrity to justify the award of public tax dollars. Factors affecting a contractor's responsibility include a satisfactory record of performance. To that end, OFF will evaluate the contractor's performance annually to determine whether the existing contract should be extended, renewed, or terminated. Performance evaluations may include periodic scheduled Or unannounced site visits, administrative records reviews on-site, and interviews with clients and staff. The organization may participate in additional monitoring and evaluation activities that may involve, but are not limited to, surveys, focus group organization, and other data collection and evaluation strategies. OFF will make best efforts to provide a minimum 15 days' notice prior to any activity. Accordingly, the organization will make management staff, counselors, and counseling space available for periodic site visits and occasional interviews by City officials, funders, media and others as appropriate. The organization will also support OFE staff in collecting client stories for evaluation purposes and reports. The organization shall conform to contract terms dealing with performance quality, timeliness of performance, and fiscal administration and accountability. Performance quality includes, but is not limited to, the following: fulfilling the scope of services, including service levels, performance measures, and outcome milestones required by the contract, as covered in the "Operations" and "Reporting" sections of this manual; adequate and appropriate program staffing and maintenance of staff continuity; adequacy of program procedures and methods; record keeping and reporting on program/service delivery activities; adequacy of the physical environment and equipment; and cooperation with agency/responsiveness to agency instructions. Fiscal administration and accountability consists of maintaining adequate records and logs, submitting accurate, complete and timely invoices, timesheets, fiscal reports, and other required periodic record submissions. Timeliness of performance means the organization's timely performance of services and adherence to various timelines in areas, such as performing follow-up Financial Health Assessments, weekly data entry in ETO, and submission of deliverables and reports. 38 OFE will rate the organization's overall performance in each of the aforementioned categories as Excellent, Good, Fait, Poor, or Unsatisfactory. OFE will post these performance ratings in the City's VENDEX (Vendor Information Exchange System) Database, which is accessible to all New York City agencies. iv. Other Contract Requirements a. Contract Changes and Changes in Operations • Changes in Operations The organization shall not make any change in hours of operation, staffing, on-site contact information, or locations without the approval of OFE. It is the sole responsibility of the organization to address any issues (personnel or otherwise) that affect the operations of the Center during this contract period. Any request for approval shall be in writing and submitted to OFE no later than 15 days before the proposed change. • Contract Changes Contract changes may only be made with the written approval of DCA's Agency Chief Contracting Officer (ACCO) or his/her designee, in accordance with the City's Procurement Policy Board (PPB) Rules. A ny amendment or change to the organization's Agreement with OFE shall not be valid unless it is made in writing and signed by authorized representatives of both the organization and OFE. An organization deviating from the requirements of its contract without an approved and executed change order document, or written contract modification or amendment, does so at its own risk. b. Facilities and Client Confidentiality The organization is required to maintain an adequate physical environment, and ensure client confidentiality at all times. The organization should provide each counselor with private or semi-private counseling areas that allow for counselor-client information and conversations to be held confidentially. Counseling spaces should be equipped with standard, modern technological capabilities (including computer equipment, multi- line telephone and voicemail, high speed Internet access, and access to printing, faxing, shredding, and reproduction equipment). Although spaces differ, each site should be able to accommodate approximately 150 square feet of private counseling space per counselor, plus an additional 300-500 square feet of meeting and waiting room space (could be shared). The contractor should have access to a conference room or training facility on a regular basis (at least monthly) to allow counselors to conduct general financial workshops. All locations must be compliant with the Americans with Disabilities Act. The organization is required to provide at least one secure cabinet per location accessible only to the site managers and Financial Empowerment Center staff. All paper documents with personally identifiable information must be stored in locked file cabinets with access limited to Financial Empowerment Center staff. Financial counseling records, including sensitive financial information, must be kept in a locked drawer/cabinet separate from other Contractor client information. Any old, duplicative, Or unnecessary documents containing personally identifiable information shall be shredded using a cross-cut paper shredder. Personally identifiable information includes, but is not limited to, Social Security Numbers, full names, telephone numbers, addresses, email addresses, dates of birth, and financial account numbers. The organization should assure that computer equipment, client database, and other materials will not be used by anyone other than Financial Empowerment Center-trained and approved Financial Counselors and 39 will not be used outside of the parameters of the Financial Empowerment Centers or the organization's other office locations. c. Data Collection and Client Confidentiality, The organization needs to ensure that each client understands and signs the Client Waiver form provided by OFE. The organization must ensure that client data is only shared with the consent of the individual client, following the stipulations in the Client Waiver. The organization is obligated to hold confidential all reports, information, or data, furnished to, prepared, assembled, or used by the organization, both during and after the completion or termination of the contract. The organization shall not make such reports, information, or data available to any person or entity without OFE's prior written approval. Financial Empowerment Center staff must exercise standard database security practices, which include: using strong passwords (combinations of letters, numbers, and special characters) to limit access; changing passwords at least quarterly; and not sharing passwords with other employees or by storing passwords where others may access them; limiting the ability of non-Financial Empowerment Center staff members to view data by locking, turning off, or logging out of computer systems when not in use. This shall include setting security systems to automatically lock with a screen saver at frequent intervals, not more than 10 minutes. Client data within the secure limited-access network maintained by ETO/Social Solutions should not be downloaded to hard drives of individual computers or to portable storage devices, or be emailed. d. Security Breaches The organization must inform OFE within three (3) days of the discovery of any breach of security involving any data, encrypted or otherwise, in use by the Contractor that contains Social Security Numbers or other personal identifying information. This breach may arise from the acts of any agent including employees Or subcontractors. Upon the discovery of such security breach, the organization must take reasonable steps to remediate the cause or causes of the breach, and will provide notice of such steps to OFE. e. Books and Records The organization is required to maintain separate and accurate books, records, documents, and other evidence, and to use appropriate accounting procedures and practices, which sufficiently and properly reflect all direct and indirect costs of any nature expended in the performance of the organization's Agreement. • Retention of Records The organization must retain all books, records, and other documents relevant to its contract for six (6) years after the final payment or expiration or termination of the contract, or for a period otherwise prescribed by law, whichever is later. These records may be subject to review by GEE during on-site visits and/or audit by various oversight agencies. The organization shall not remove City books, records, documents, or data (in hard copy, electronic, or other converted format now known or developed in the future) from facilities or offices without the prior written approval of OFE's designated official. Upon OFE's request at any time during the Agreement Or after expiration or termination, the organization shall return any City books, records, documents, or data that has been removed from City premises to OFE. 40 f Distribution of Government Materials The organization must distribute certain government materials to the public, since it has regular contact with clients in the daily administration of its business. • Distribution of Personal Identification Materials The organization shall provide and distribute materials and information related to whether and how to obtain various forms of City, state, and federal government-issued identification as the agency directs in accordance with the agency's plans developed pursuant to Executive Order 150. • Voter Registration The organization shall provide and distribute voter registration forms to all persons together with written applications for services, renewal, or recertification for services, and change of address relating to such services. Such voter registration forms shall be provided to the organization by OFE. g. Subcontracting The organization shall not enter into any subcontract for an amount greater than $5,000 for the performance of its obligations without the prior approval by OFE of the subcontractor. OFF grants approval for all subcontracts for an amount that does not exceed $5,000. The Contractor must submit monthly reports to OFE indicating all subcontractors. All subcontracts must be in writing. Prior to entering into any subcontract for an amount greater than $5,000, the organization shall submit a written request for the approval of the proposed subcontractor to OFF. Ii. Inspections and Audits • Inspections At any time during the Contract term or during the record retention period, the City, including OFE and the Department's Office of the Inspector General, as well as City, state, and federal auditors and any other persons duly authorized by the City, shall, upon reasonable notice, have full access to and the right to examine and copy all books, records, and other documents maintained or retained by or on behalf of the Contractor. All books, records, and other documents of the organization pursuant to the organization's Agreement may also be subject to immediate inspection, review, and copying by the Department's Office of the Inspector General and/or the Comptroller without prior notice and at no additional cost to the City. The Contractor shall make such books, records, and other documents available for inspection in the City of New York. • Audit The organization's contract and all books, records, documents, and other evidence required to be maintained or retained, including all vouchers or invoices presented for payment, and the books, records, and other documents upon which vouchers or invoices are based (e.g., reports, cancelled checks, accounts, and all other similar material) may be subject to audit by (i) the City, including the Comptroller, the Department, and the Department's Office of the Inspector General, (ii) the state, (iii) the federal government, and (iv) other 41 persons duly authorized by the City. Such audits may include examination and review of the source and application of all funds whether from the City, the state, the federal government, private sources, or otherwise. Audits may be performed by the City, including the Comptroller, the Department, and the Department's Office of the Inspector General, pursuant to the powers and responsibilities conferred by the Charter and the Administrative Code, as well as all orders, rules, and regulations promulgated pursuant to the Charter and Administrative Code. • Investigations The organization must cooperate fully and faithfully with any investigation, audit, or inquiry conducted by a state, DCA, or other authority directly or by designation to examine witnesses under oath, or conducted by the Inspector General of a governmental agency that is a party in interest to the submitted proposal, contract, lease, permit, or license that is the subject of the investigation, audit, or inquiry. Conflicts ofIntatest Please refer to Section 2.02 of the organization's Agreement with OFR for Conflicts of Interest Rules pertaining to various contract agents, including directors, officers, partners, and employees. 42 VD. For Center iVilanagers Huirnarh !Resources and Fu draising Thefollowing sections address issues of concern ondy to Financial Empowerment Center managers. It is not intended to be a comprehensive guide to management, rather to address common issues of concern. A. Human Resources and Staffing Policy The organization should identify a Program Manager or Supervisor who will be the contact person between the provider and OFE for all program management and service delivery issues. The organization should notify OFE of this assignment and any related changes. i. Hiring • The organization must notify OFE of key staff openings related to contract performance. • Job listings for Financial Empowerment Center staff positions should be sent to OFE, who may assist with the dissemination of the description. • Before the organization makes a decision on a key staff position, such as the Center Manager, or any employee whose primary duties are at the Financial Empowerment Center, their resume must be sent to OFE for review and approval. • OFE may request further information on the potential hire, including a phone or in-person interview. • The organization shall not make any change in staffing without OFE's consent. ii. Staffing • The organization must adequately supervise Center staff, and ensure that counseling is consistently delivered (including during staff transitions). Center staff must adhere to OFE programmatic guidelines. • The organization must retain Financial Empowerment Counselors as described in Section IV, Operating Plan, of the organization's Agreement to provide all necessary supervision of Financial Empowerment Center staff, including program support and oversight. If the organization is not staffed according to the OFE contract, the organization should contact OFE to discuss hiring and planning to meet contract goals. iii. Training • The organization must ensure that all Center staff has received the Department of Consumer Affairs Code of Conduct training. • All Center and managerial staff must participate in all trainings and meetings required by OFE. Required OFE Trainings include the "Consumer and Personal Finance" course offered at the City University of New York (CUNY) or an equivalent course approved by OFE prior to conducting counseling to Financial Empowerment Center clients. In addition, OFE will host mandatory, periodic all-staff trainings to improve operations and financial counseling expertise. • The organization must ensure that all Center staff is properly trained on how to use the ETO client database and kept abreast of any updates to database features. Center staff should communicate any data quality problems to staff and make corrections accordingly. 43 iv. Personnel Issues • It is the organization's responsibility to address any issues (personnel or otherwise) that affect the operations of the Financial Empowerment Center during the contract period, including service quality and client satisfaction, B. Fundraising • The organization will provide support as needed to OFE for fundraising efforts for special initiatives related to the Financial Empowerment Center services. This may include, but is not limited to: identifying potential funding sources; the development of budgets; providing narrative descriptions of Center activities; hosting site visits and meeting with fenders/partners; finding counselors or clients to be interviewed; identifying and drafting compelling "success" stories or other opportunities to demonstrate impact. • During the contract period, the organization may independently engage in fundraising efforts for the Financial Empowerment Center with the prior, written approval of OFE for each individual effort. • The organization may use information about Financial Empowerment Center outcomes or activities for fundraising for other organization programs only with prior written approval from OFE. All references to New York City Financial Empowerment Centers in reports and print communications must be approved by the Department of Consumer Affairs Press Office prior to publication. Copies of all fundraising materials must also be provided to the Department of Consumer Affairs. • When fundraising materials include Financial Empowerment Center data or client profiles, references should say: "This report includes data from the New York City Financial Empowerment Center at [provider organization na.mer. 44 Appendhx A: Financial Empowerment Center Branding Assets (Technical Guidelines) Neutral Usage: This version of the logo does not include a tagline and is used for the most basic settings or instances. Financial Empowerment Center TagLine Usage: This version of the logo uses a tagline to help communicate more about the Financial Empowerment Center within the graphic itself. Financial Empowerment Center Free One-on-One Financial Counseling Financial Empowerment Center Financial Empowerment Center 17(Nel FirSflCS!(;Throsriosi Department of Consumer Affairs Financial Empowerment Center Branding Assets Logo 2-Color: This version of the logo does not use the gradient treatment within the graphic. This is helpful for 2-color print iobs or when using printers that do not have the quality output for gradation in color. Free One-on-Drie Financial Counseling Financial ,ErripOWerrnent: Center ,:Pn3q C179: on One Fnanoiai pourseAng Financial Empowerment Center Financial Empowerment Center Financial !mt)owerrnent. Center GElnaricial '.1Empowerrnet Financial Enlpowermeni Center Department of Consumer Affairs Financial Empowerment Center Branding Assets Logo Black and White: This version of the logo la for use when only black and white are available. White on Color: This version of the logo should be used If the background is solid in color, and at a mid to dark shade. $Financial Empowerment Center 41/4 Financial Em powerment Center • Financial Empowerment Center Free One-on-One Flnancia/ Counseling Financial Empowerment Center Free One-en-One Fif ILII7Cha Counseling For lighter background shades it is best to use the color logo, or the Black and White version above. In general, this is the 'east preferable treatment of the logo. Financial Empowerment Center Color Variations: These versions of the logo use the two branding colors as acceptable inverted combinations. This is helpful for 2-color print jobs and unique designs. Financial Empowerment Center Branding Colors: These two colors should be used as the primary colors for materials. Gradient Colors: These four colors are transitional stops for the Neutral Usage full color logo and are acceptable in materials as addittons to the palette. Department of Consumer Affairs Financial Empowerment Center Branding Assets Color Dark Green Light Green R 45 / 0 110 / B 35 R 150/G200 /13 50 C 82 /M 33/Y100/K 23 C 47 /M 0 /V 100 /K Deep Green Dark Green R 30/075/ B 15 R 46 /G 110/B 35 C 80/M 44/Y100/K 47 C82 /M 33/Y 100/K23 Transitional Green Vibrant Green 893 / G 169 / 830 R 210/G 236/B 35 C68 /M 10 /Y 100 /K 1 C 22 /M 0/Y 87/K 0 Sed non rnolestie dui. Proin odio pt.irus, rnalesuada vel cursus id, vehicula vel sapien Mauris vitae tortor id cliam luctus blanclit dapibus quis lacus, ptsrus, maiesuada vel :i1T-AMaLiris vitae toilor id uis iacus. Department of Consumer Affairs Financial Empowerment Center Branding Assets Typography Helvetica Neue: This is the typeface used exclusively for the Financial Empowerment Center materials. Heavier weights should be used for titling, while roman is the default for text setting. Helvetica Neue ABCabcQRSqrs123$&?" Defghi Jklmn Opq Rstu Vw Xyz Lorem ipsum dolor sit amet, consectetur adipiscing elit. Maecenas aliquam blandit placerat. Etiam eget lacus vel massa elementum faucibus a vel massa. Typography and Color: The branding colors for the Financial Empowerment Center can be applied to Helvetica when setting type. In general, Dark Green is acceptable in any weight or size due to its dark shade. Light Green can be used in a bold or stronger weight and at larger title or sub-title sizes. Addionaily, typography treated this way works well over their respective other, e.g., Light Green on Dark Green, or Dark Green on Light Green. This is helpful for drawing emphasis on specific content like a call to action or a section title. Helvetica Neue ABCabcQRSqrs123$&?" Sed non molestie dui. Proin odio purus, malesuada vel cursus Id, vehicula vel sapien. Mauris vitae tortor id diam luctus blandit dapibus quis lacus. Hely 'Lica Neue Marro in nisi nuilia, tristique ellernenturn riuilla. ei Resolution #14000 January 22, 2014 Moved by Spisz supported by Hatchett the resolutions (with fiscal notes attached) on the amended Consent Agenda be adopted. AYES: Gershenson, Gosselin, Hatchett, Hoffman, Jackson, Long, Matis, Middleton, Quarles, Runestad, Scott, Spisz, Taub, Weipert, Woodward, Zack, Bosnic, Crawford, Dwyer. (19) NAYS: None. (0) A sufficient majority having voted in favor, the resolutions (with fiscal notes attached) on the amended Consent Agenda were adopted. //i VA Y - I HEREBY APR. HIS RESOLUTION CHIEF DEPUTY COUNTY EXECUTIVE ACTINO PURSUANT TO MCL 45.659A (7) STATE OF MICHIGAN) COUNTY OF OAKLAND) I, Lisa Brown, Clerk of the County of Oakland, do hereby certify that the foregoing resolution is a true and accurate copy of a resolution adopted by the Oakland County Board of Commissioners on January 22, 2014, with the original record thereof now remaining in my office. In Testimony Whereof, I have hereunto set my hand and affixed the seal of the County of Oakland at Pontiac, Michigan this 22 nd day of January 2014. Lisa Brown, Oakland County