Service Delivery Philosophy

Christians Against Poverty (CAP) Canada, through our core Purpose, mission and values, recognize all people as image bearers of God.  

 

This guides our commitment to the following service delivery:  

 

Inherent dignity: 

Treating each client with respect and dignity, free from judgment or discrimination and listening to understand their values, needs, desires and hopes.  

 

Wholistic approach: 

We understand that debt is often not the only problem that our clients face. We are committed to building mutually supportive relationships with community care providers and connecting our clients with the most suitable providers for their situation.  

 

Excellence: 

We provide professional, accredited credit counselling and financial education for our clients. We are committed to continual learning from clients and industry.  

 

Empowerment: 

We believe that empowerment is only achievable through respect, collaboration, learning and listening.  We are committed to empowering our clients, through education and encouragement with informed decision making. Clients will be active participants in determining the best routes forward for them.  

 

Acting justly: 

We speak up for our clients needs and we will challenge systemic issues and work towards transformative action where needed. 

Client Rights and Responsibilities

Christians Against Poverty (CAP) Canada, through our core purpose, mission, and values, recognize all people as image bearers of God.  

 

This guides the following: 

 

Client Rights   

 

Inherent dignity: 

Clients have the right to be treated with respect and dignity, free from judgment or discrimination based on race, creed, colour, religion, sex, ethnic origin, ancestry, age, place of origin, physical or mental disability, citizenship, sexual orientation, marital or family status. 

 

Excellence: 

Clients have the right to receive professional, accredited credit counselling and financial educational help. We strive to maintain the highest levels of privacy and confidentiality, reply to correspondence in a timely manner and provide concise, accurate and appropriate recommendations and updates to each client. We are committed to continual learning from clients and industry leaders. 

 

Informed Consent:  

We are committed to empowering our clients, through education and encouragement with informed decision making. Clients will be active participants in determining the best routes forward for them. Clients have the right to withdrawal from our support at any time. 

 

 

Client Responsibilities 

 

Communication: 

From time to time, CAP will contact clients via telephone, e-mail, or mail to discuss their file or provide clients with updates. Clients are responsible for keeping open lines of communication with our team at the Head Office. Additionally, clients must ensure that we are made aware of any changes to their financial situation which may impact their plan. 

 

Commitment to the Plan:  

Our advice only works when clients commit to following their plan. Clients will be responsible to follow their budgets, make pay-ins as scheduled and to communicate with the head office any time they’re unable to stick to their plan. This allows for early intervention and identification of needs/additional support to keep clients on track with their goals.   

 

Clients not satisfied with our services have the right to have their voice heard and can access our complaints process here:  Hyperlink will be added once final approval is completed for complaints policy.