Statement of Service
Please read the following statements carefully so that you will understand the procedures for the counseling session. For simplification, the singular pronoun is used even when the plural may apply. (The Statement of Services does not apply to clients who are receiving pre-filing bankruptcy counseling and bankruptcy pre-discharged personal financial management instructional course.)
- I understand the Agency will provide a confidential, comprehensive personal money management interview.
- I understand that the interview will be conducted by a certified consumer credit counselor or qualified professional counselor. All action plans, not conducted by a certified consumer credit counselor, will be reviewed by a certified consumer credit counselor.
- I understand that in the event I am dissatisfied, I can utilize the Complaint Resolution Process (see below).
- I understand that most of the Agency funding comes from voluntary contributions from creditors who participate in Debt Management Plans (DMPs). Since creditors have financial interest in getting paid, most are willing to make a contribution to help fund my Agency. These contributions are usually calculated as a percentage of payments I make through my DMP -- up to fifteen percent (15%) of each payment received. However, accounts with creditors will always be credited with one hundred percent (100%) of the amount paid through DMP and the Agency will work with all creditors regardless of whether they contribute.
- I hold the Agency, its employees, agents and volunteers harmless from any claim, suit action or demand of my creditors, myself or any other person resulting from advice or counseling.
- I will be given a written assessment outlining a suggested client action plan which will be based on the following options:
- I will handle any financial concerns on my own.
- I may choose to enroll in the Agency’s Debt Management Plan. My DMPs serve the dual role of helping me repay my debts and helping creditors to receive the money owed to them.
My participation in a debt repayment program may change information which is already on my credit report. If my credit report reflects that I have paid creditors as agreed in the past, a Debt Management Plan could have a negative impact on a creditworthiness decision by a potential creditor, landlord, or employer in the future.
In addition, creditors may report that I am on a Debt Management Plan and am not paying as originally agreed although they have accepted the reduced plan.
- I am aware that debts to creditors that are repaid through the plan may be able to be discharged through bankruptcy. Counselors cannot provide legal advice.
- I will be referred to the other services of the organization or another agency or agencies as appropriate that may be able to assist with particular problems that have been identified.
- At sometime in the future, my information may be used for confidential research and/or a neutral third party may contact me to request an evaluation of the agency’s services.
Client Bill of Rights
We pledge that our clients have the right:
- To prompt counseling services for managing money based on their financial situation;
- To treatment with dignity and respect;
- To be actively involved in a comprehensive assessment of their financial situation including an appropriate action plan;
- To express dissatisfaction through a Complaint Resolution Process;
- To discontinue their relationship with our agency at any time;
- To ask questions and to have concerns addressed.
Complaint Resolution Process
We are committed to providing you with high quality professional services. However, if you are not satisfied with the services provided or if you want to make a complaint, we ask that you follow these guidelines:
- Step One
Try to resolve the issue with the staff member involved giving him or her specific information about your complaint.
- Step Two
If Step One is not possible or the issue is not resolved to your satisfaction, write CCCS at: 628 West Broadway, Suite 102, P.O. Box 16615, Little Rock, Arkansas, 72231-6615; or call: 501-753-0202 or 800-255-2227.
- Step Three
Agency may request a meeting with you (phone or face-to-face) or seek more information from a staff person. The agency will respond within 15 days.
- Step Four
If your issue is still unresolved, you may appeal in writing directly to the agency (President/Chief Executive Office/Executive Director/Program Director). After additional fact finding, this individual will provide a concluding decision to you within 15 days.
Our agency serves all members of the community. We do not engage in the practices of discrimination in the selection and participation of clients in our programs or services with respect to race, religion, color, gender, national origin, or handicap.