Monday 26 Mar 2018

Survey on agency practices for managing demand

By: James Degenhardt

Earlier this year, FCRC conducted a survey of the Agency Managers network to assess levels of demand for financial counselling programs, and determine the demand management practices currently in place.

It would not surprise many FCs that the results indicated an increase in demand for financial counselling services, with 87% of responding agency managers advising that they had noted a significant increase in demand over the last 12 months.

The most commonly used methods for managing demand that exceeded capacity were identified as Referrals and Waitlists, with the average waitlist time between 1 to 4 weeks, according to respondents.

The agency managers identified a number of factors impacting on the ability to respond to demand, with the most common factors identified as Funding and Casework Complexity (both receiving an equal number of responses).

Click here to read the results and other observations.