Seeing the whole person: YFS’ Financial Hub

When someone reaches out to the Financial Hub because they need help managing their money, the team at YFS are quick to reassure them that they aren’t alone.

‘People often feel a lot of shame asking for financial help,’ says Melanie Evans*, Program Manager for the Financial Hub.

‘But so many of us need support at some point in our lives. Nobody who is brave enough to seek help ever receives judgement from us here.’

‘Not all of us learned how to manage money well when we were young,’ she says. ‘And even if you did, there are things outside your control which can cause financial hardship.’

Any person living in Logan who contacts YFS looking for help managing their money, understanding their financial options, or seeking help paying a bill can have their details passed on to the Financial Hub for support – and will receive a call back from a member of the team.

‘Initially, we call to get an overall snapshot of what their life is like right now – their living situation, work situation, any support they receive from family and friends, and their income and debts.’

Then, Melanie explains, the team will help them develop a plan that’s the right fit based on the client’s priorities and goals.

‘It really depends on the individual’s circumstances. If someone is in rent arrears, for instance, there will be very different options than somebody having difficulty meeting their mortgage payments.’

Once the Financial Hub has a solid understanding of someone’s situation, a team member will begin discussing potential solutions to help the client gain control of their finances. This might include developing a household budget, brainstorming the best way to work off a SPER (State Penalties Enforcement Registry) debt, drafting an affordable payment plan, or exploring the possibility of a waiver (or other financial hardship options).

At every point in the process, the client decides what happens; the Financial Hub’s role is simply to provide them with all the information they need to make an informed decision.

‘That’s the best part of the job. Giving someone who doesn’t have a voice their voice back.’

Financial Counselling is a free service, funded by the government, offering independent support and advice. It’s for anyone who wants to improve their money skills and take control of their finances.

And if someone is concerned about a debt, the team will go through all their options, including possible payment plans, moratoriums, No Interest Loans (NILs), extensions, accessing your superannuation early, selling property, seeking a waiver, or entering bankruptcy.

‘Together we will look at the pros and cons of each until you’re confident to choose your next steps,’ says Melanie.

‘There are a lot of debt management firms who promise to help you with your debt. But they often charge high fees and can sometimes even make the problem worse.’

Central to the way the Financial Hub works is ensuring each person receives the right support – and not just for their immediate financial crisis.

‘You don’t know what you don’t know,’ says Melanie. ‘We provide information about lots of ways to help you and your family meet your needs, like exploring whether you may be eligible for Additional Childcare Subsidy, how to find a bulk-billed psychologist, or whether there is a rental subsidy you can access – even free or low cost holiday activities for the kids.’

‘And when someone leaves the Hub, we want to make sure they’re in a better place than when they came to us. For instance, have they seen the GP, or someone to support their mental health? If not, let’s help them with that, as well.’

‘I think that’s something quite different about our approach. We always try and journey with someone to understand the root causes for their financial stress and look at what can be done to help there too.’

And while clients often first approach the Financial Hub because of a debt or financial crisis, they can keep working with the team to improve their money skills even once the immediate problem is resolved. And this, Melanie explains, is where the real magic lies.

‘When someone learns how to accurately track their expenses and save money, it can literally be life-changing. Being able to live free from financial stress, sometimes for the first time in your life, is a game-changer.’

‘Our clients tell us stories about how learning to budget helped them take their kids on their first proper holiday or meant they could continue living in the home they loved.’

Melanie’s team also support people with gambling habits, and any loved ones who may be impacted by their gambling.

‘Often someone comes in worried about a family member or friend. Sometimes those who love us see the situation most clearly.’

Depending on what a client wants, the team can help track precisely how much they spend on gambling each month (it can be surprising) or discuss options to make sure important expenses are always paid first, like rent or mortgage payments, electricity, insurance, and vehicle registration.

And if someone wants to cut back or stop, the Financial Hub can help them explore next steps, like seeing a specialist Financial Gambling Counsellor or potentially putting blocks on their phone or limits on their accounts.

‘I wish we talked more openly about gambling harm in Australia. I think it’s easier to talk about your mental health or struggles with alcohol than it was, say ten years ago, but there is still stigma around saying my gambling might be causing problems for me or my loved ones.’

Going forward, the team at YFS’ Financial Hub wants this to change. And they understand that, always, their role begins with assuring anyone who reaches out for support that they will be welcomed and never judged.

‘No-one has everything in their life all together. Helping one another along the journey, that’s part of being human.’

*While quotes are attributed to Melanie Evans to make the article easier to read, they are based upon a group interview with the wider Financial Hub team, which also includes Lisa A, Michael C, Rose M, Darren N, and Christine C.