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UKAR AND MIND: MAKING THE LINK.
Sharing best practice around mental health.
There is now a clear link between debt and mental health and
according to the Royal College of Psychiatrists, one in two UK
adults with debt worries are struggling with emotional issues too.
Here at UKAR, helping customers find ways to manage
their debts and improve their financial resilience is central
to everything we do. Building up a picture of a mortgage
holder’s overall personal situation – including their mental
health – often plays a part in that process.
While debt advice providers can never offer professional support
themselves they can help customers access the specialist help
they need. We’ve recently chosen mental health charity Mind, in
Washington and Bradford, as our partners for 2014 and working
with them will inform the way we approach mental health.
UKAR Improvement Coach Jane Gash, who also works as a
part-time counsellor at Washington Mind, explains how
financial and emotional well-being fit together – and how the
debt advice industry can help.
She offers useful advice for anyone looking to learn more about
customers’ mental health and suggests ways to refer
customers towards help. As Jane says: “One in four of us will
experience mental health problems at some point in our lives,
and as we know this can cause or exaggerate financial problems
too. So this is an area which is of real importance to anyone
working in the debt advice industry.
“When people are ill they may not be able to manage their money
effectively. Paying your mortgage may no longer be a priority
and trying to deal with other creditors can add to a person’s
stress. Failure to manage money can also be a symptom of
mental health problems and can lead to situations which are
life-changing.
“Things can spiral out of control very quickly and customers who
are already vulnerable can become even more so – they can feel
so low that they are at risk from unscrupulous lenders, they can
see their health deteriorate, or even contemplate suicide. For
debt advisors and UKAR’s own Customer Assistance teams,
these can be difficult situations to deal with.
“A lot of people, wrongly, feel ashamed about having mental
health issues, so there can be a reluctance to engage with
others or disclose information but at the same time debt
advisors may be able to see that a customer needs help. So
how do you refer to advice while respecting the customer’s
“ Things can spiral out
of control very quickly
and customers who are
already vulnerable can
become even more so.”
Jane Gash, UKAR and Mind.
privacy and recognising obvious sensitivities around the issue?
“Since 2007 I’ve been working with UKAR, as an Improvement
Coach, helping the Customer Assistance Team keep their skills
up to date. I also work as a counsellor with mental health charity
Mind one day a week; speaking to people and supporting them
through their problems. So recently, as part of my work at UKAR,
I’ve been sharing the awareness, skills and training programmes
I experienced during my time at Mind.
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UKAR ARENA SUMMER 2014