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HAVING A CONVERSATION ABOUT MONEY WITH A CLIENT

Key messages for starting a conversation about money

  • Make sure you have privacy
  • Avoid any judgement statements
  • Offer information about available services and resources – do not give advice
Money can be seen as a taboo topic in our society so it can be difficult to approach a conversation about money with a client. Below are some things to consider, and some things you might say if you are wanting to talk to a client about money.

ASK – you can be general or specific

You could start by enquiring generally, but genuinely

Or, if you know the person is struggling financially you could be more specific

RESPOND – you can dig a bit deeper, or let them know you are available to chat

RESPECTFULLY REFER – let them know about available supports

IDENTIFYING FINANCIAL HARDSHIP

Key messages for identifying financial help

  • Be aware of boundaries of your role and know your limits. Unless your role is a counsellor for someone in distress, refer them to a specialist support service
  • Clients will not always tell you they are in financial hardship – look out for signs when it’s not disclosed
  • Be cusrious and show empathy
  • People can move in and out of financial hardship at any time – there is available support so encourage clients to seek help

Financial hardship is when a person has the intention to pay their bills, but not the capacity to pay. Factors that can lead to financial hardship include:

  • Lost job/reduced income
  • Family obligations/ family overseas
  • Family violence
  • Physical or mental illness (of the person, or someone they are caring for)
  • Death or illness of a family member
  • Other change in family unit, e.g. new baby, relationship breakup

There are clues to identify financial hardship when it’s not disclosed

  • Contacting a service about the same issue multiple times (e.g. food relief)
  • What they say:
    • Feeling based statements
    • Situation based statements
  • What they do:
    • Show signs of anger, frustration, sadness, confusion etc.
    • Disengage

As a worker, what can you do?

  • Practice active listening
  • Be curious – ask gentle questions
  • Show empathy

Making respectful referrals

  • Provide information about available support services
  • Be aware of boundaries of your role and know your limits. Unless your role is a counsellor for someone in distress, refer them to a specialist support service.

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