Debt Advice Quality Framework

This course is for front-line advisers, including those going into advice work for the first time and those already working in the field. You’ll gain an understanding of the whole sector and feel confident in giving better quality advice. It covers the background of the advice sector, the process of giving advice and information, referrals, skills in advising on the telephone, how to record cases effectively, how you review your contribution to the advice service and of course an introduction to money and debt advice.

Advice UK is pausing enrolement of new learners while they refresh their offer, only accepting learners via their funded projects. They suggest looking at an NVQ in Advice and Guidance available from the Open University for anyone seeking training immediately.

Individual certification

The programme is mapped against the relevant NOS for the activity sets of initial contact, support work and advice work through the MaPS accreditation programme which is audited by Recognising Excellence. Any programme changes are audited accordingly.

It is advertised on the AdviceUK website as being MaPS accredited.

This is course is accredited to the debt activity sets described below.

Initial contact activity will involve a member of staff as the first point of contact in the service for the client. They may explain the remit of the service, may gather basic personal information, provide information and/or signpost the client if appropriate.

Support work activity will involve a member of staff providing information relating to the remit of the service, collecting client information, identifying the client’s problem and any related issues, identifying any immediate or urgent priority matters, agreeing appropriate next steps, and signposting or arranging a referral for the client to other services where appropriate.

Advice activity will involve an adviser diagnosing the client's problem(s), giving information and explaining options and helping the client decide between options. The provision of information alone is not advice. Advice can include some action such as referral to another organisation, identifying options and next steps, giving assistance such as form filling and contacting third parties for information. There is no rule about the maximum number of client contacts.