Starting Somewhere Safe — A quick, confidential snapshot

• What brought you here today—what was the single most important reason you decided to reach out now?
• How did you hear about our services? Options: Online search, Creditor referral, Community organization, Friend or family, Social media, Other
• How urgent does this feel right now—are you looking for immediate help or exploring options? Options: Immediate (within days), Soon (1–3 weeks), Exploratory (a month+), Just researching
• Who else is involved in these financial decisions (partner, co-borrower, guardian, none)? Options: Me only, Partner/spouse, Co-borrower, Parent/guardian, Other
• Is there anything we should know up front to make this conversation feel safer or more comfortable for you (privacy concerns, language, trauma triggers)?

What’s Really Going On — How debt is showing up in your daily life

• If I said your monthly debt payments are quietly changing your choices, where do you feel that most—housing, food, childcare, work hours, or something else? Options: Housing (rent/mortgage), Utilities/food, Childcare/education, Transportation, Work hours/choices, Other
• Which types of unsecured debt do you currently have? Options: Credit cards, Medical bills, Personal loans, Retail/store cards, Debt collector accounts, Other
• What is your best estimate of total unsecured debt today? Options: Under $10,000, $10,000–$25,000, $25,001–$50,000, Over $50,000, Not sure
• How many different creditors or accounts are part of that total (approx.)? Options: 1–3, 4–7, 8–12, 13–20, More than 20, Not sure
• How often have you missed or been late on payments in the last 12 months? Options: None, 1–2 times, 3–5 times, 6+ times
• Have any accounts been sent to collections or are any currently in collections? Options: No, Yes—some accounts, Yes—most accounts, Not sure
• Are you currently facing or expecting any legal actions, wage garnishment notices, or repossession in the near term? Options: No, Possibly/letters received, Yes—active legal action, Not sure

The Real Budget — Where your money actually goes

• Most budgets look different under pressure—what’s your usual monthly take-home pay (combined household)? Options: Under $2,000, $2,000–$3,999, $4,000–$6,499, $6,500–$9,999, $10,000+
• How steady is that income—stable job, hourly with variable hours, seasonal, gig work, public benefits, or mixed? Options: Stable salary, Hourly/variable, Seasonal, Gig/contract, Benefits-only, Mixed sources
• Roughly how much are you paying each month toward minimum payments on unsecured debt? Options: Under $100, $100–$300, $301–$600, $601–$1,200, Over $1,200, Not sure
• Do you have any regular expenses that are difficult to change (e.g., medical costs, child support, insurance)? Please list which and why.
• Do you currently have any emergency savings or a buffer for surprise expenses? Options: None, Less than one month of expenses, 1–3 months, 3+ months
• When you picture your monthly cash flow, where does it usually break—at the beginning, middle, or end of the month? What typically causes that pinch?

What’s Keeping You Up at Night — the emotional and practical impact

• What’s the worst thing you worry these debts could lead to if nothing changes? Options: Bankruptcy, Losing home, Wage garnishment, Damaged credit forever, Ongoing harassment from collectors, Other
• How often do these financial worries affect your sleep, concentration, relationships, or work performance? Options: Daily, Several times a week, Weekly, Rarely, Never
• Which emotions come up most when you think about your debt situation (shame, anxiety, anger, resignation, overwhelm, something else)? Options: Shame, Anxiety, Anger, Resignation, Overwhelm, Hopeful, Other
• Have you avoided certain calls, letters, or opening mail because of debt-related stress? Options: Yes—often, Sometimes, Rarely, No
• How confident do you feel about making a financial decision with someone else’s advice—are you cautious, open, skeptical, or ready to act? Options: Very cautious, Somewhat cautious, Open but careful, Ready to act

What Have You Already Tried — attempts, outcomes, and surprises

• What steps have you already taken to address these debts, and which felt most helpful or harmful?
• Have you previously worked with any debt help—nonprofit counseling, debt management plan (DMP), debt settlement company, attorney, or bankruptcy filing? Options: Nonprofit counseling, DMP, Debt settlement company, Attorney/bankruptcy consultation, Filed bankruptcy, None of the above
• If you paid fees to another company for debt relief in the past, how did that experience affect your trust and finances?
• What surprised you most about previous attempts—what worked unexpectedly or failed in a way you didn’t expect?
• How willing are you to try a nonprofit-managed plan that requires a monthly payment different from what you are currently doing? Options: Very willing, Somewhat willing, Unsure, Not willing

If This Got Better — meaningful goals and acceptable trade-offs

• Imagine your debt was on a clear path—what would change in the next 6–12 months that would make you feel this was worthwhile?
• Which outcomes matter most to you—lower monthly payment, getting out of debt sooner, avoiding bankruptcy, improving credit score, or reducing collection calls? Options: Lower monthly payment, Faster payoff, Avoid bankruptcy, Improve credit score, Reduce collection calls, Other
• What monthly payment would feel manageable to you right now (estimate)? Options: Under $100, $100–$300, $301–$600, $601–$1,000, Over $1,000, Not sure
• How important is avoiding any negative credit events versus reducing how much you pay each month? (Which would you prioritize?) Options: Avoid negative credit events, Reduce monthly payment, Both equally, Unsure
• Would you be open to negotiation strategies that may require pausing payments to certain creditors for settlement, accepting fees, or longer timelines? Options: Open to negotiate/settlement, Prefer structured DMP with consistent payments, Prefer bankruptcy consultation, Unsure—need guidance

Trust, Transparency, and Practical Permissions — what we need to move forward

• What would most increase your trust in a counselor or nonprofit organization working on your behalf (proof of nonprofit status, HUD approval, credentialing, written agreements, references)? Options: Nonprofit/HUD approval, Counselor credentials, Written agreements, Transparent fees, References/testimonials, Other
• Are you comfortable granting permission for us to contact your creditors on your behalf if we recommend that step? Options: Yes, No, I need more information
• Would you authorize us to obtain your credit report to help build a realistic plan? Options: Yes—authorize now, Yes—but later, No
• Which communications channel do you prefer for sensitive updates and documents? Options: Secure portal message, Email, Phone call, Text/SMS, Mail
• Are there documentation or accessibility needs we should plan for (translated documents, large print, interpreter)? Please specify.

First Practical Steps — what we can start this week

• If we could do one concrete thing this week that would immediately reduce stress, what would you allow us to start (e.g., creditor outreach, budgeting plan, documentation review)? Options: Creditor outreach, Personalized budget, Gather account statements, Credit report pull, Schedule follow-up counseling
• Which documents can you share with us now or at the next meeting (pay stubs, creditor statements, last 3 months of bank statements, collection letters)? Options: Pay stubs, Creditor statements, Bank statements, Collection letters, None available
• When would you be available for a follow-up session to review a tailored plan? Options: Within 48 hours, Within a week, Within 2 weeks, Longer than 2 weeks
• Who needs to say yes before any enrollment decision is final (you, partner, co-borrower, attorney)? Options: Me only, Partner/spouse, Co-borrower, Attorney/representative, Other
• Is there anything else we haven’t asked that would help us understand your situation or tailor our recommendations right now?

• Current State Diagnosis
• Consequence & Priorities Review
• Personalized Pathways Modeling — Debt Management Plan (DMP)
• Alternatives Modeling — Settlement & Bankruptcy Risks
• Validation & Next Steps Alignment

• Identify the client's preferred path or shortlist of acceptable options to move toward a decision.
• One-sentence Problem & Desired Future State
• Demonstrate with real numbers whether a DMP meets the client's ranked priorities and future-state definition.
• Obtain client feedback on tradeoffs (monthly payment vs timeline) and preferred DMP parameters for a formal proposal.
• Surface any objections or constraints that would prevent enrolling in a DMP so they can be addressed in the next step.
• Counselor to generate a formal DMP proposal packet (payment schedule, projected savings, fee disclosure) based on chosen parameters.
• Client to review the DMP proposal and note questions or acceptance intent prior to the Validation meeting.
• If creditor documentation is needed, counselor to list required items and a timeline to obtain them.
• Anchor with Client Priorities & Current State
• Ensure the client understands realistic outcomes and risks of settlement and bankruptcy compared to DMP, using their exact numbers.
• Help the client eliminate unrealistic expectations created by for-profit settlement companies or misconceptions.
• Welcome & Purpose
• Counselor to prepare a one-page comparative summary (DMP vs Settlement vs Bankruptcy) with dollar and timeline metrics for the client's record.
• If bankruptcy appears viable, offer referral to a housing/legal counselor or pro bono bankruptcy adviser and schedule that referral if the client agrees.
• Client to indicate which pathway(s) they want to explore further prior to the Validation & Next Steps meeting.
• Synthesis Recap
• Secure clear, documented client validation that the chosen pathway produces the desired future-state outcomes.
• Establish an explicit, timebound action plan and calendar entries for enrollment or referrals so progress is automatic, not optional.
• Ensure the client feels informed and not pressured, with a clear channel to ask follow-up questions before Mutual Commit.
• Counselor to prepare the enrollment/referral packet and checklist of consents/documents required for the Mutual Commit meeting.
• Client to review and confirm acceptance of the chosen pathway in writing (portal/email) or request a follow-up if unsure.
• Schedule the Mutual Commit or referral meeting with specific date/time and invite required participants (client, counselor, possible co-signer or legal referral).
• Create one definitive, client-validated current-state financial snapshot to use in all subsequent modeling.
• Identify and assign responsibility for any missing documents or data points within 3 business days.
• Surface any immediate risks requiring expedited action before solution modeling.
• Client to upload or email missing account statements, pay stubs, or bills identified during the meeting.
• Counselor to finalize the master debt and budget worksheet and share with the client for verification.
• If urgent legal or foreclosure risk found, counselor to escalate to housing/legal counselor and schedule an immediate follow-up within 48 hours.
• Recap Verified Current State
• Client clearly understands the tangible financial cost and credit/legal consequences of inaction.
• Documented, ranked client priorities that will be used to evaluate solution pathways.
• Agreement on whether an expedited path is required and which tradeoffs are acceptable.
• Counselor to produce a one-page consequence summary (dollar/time/credit risks) for the client to keep.
• Client to confirm or adjust their ranked priorities via email or portal within 48 hours.
• If immediate action is required, counselor to propose emergency interim measures (e.g., hardship letters, temporary payment plans).
• Forced Validation Exercise
• Debt Settlement Modeling
• Document & Data Confirmation
• 'Do Nothing' Projection
• DMP Structure Explanation
• Line-by-line Debt Review
• Decision & Contingencies
• Live DMP Model with Client Numbers
• Bankruptcy Overview & Modeling
• Quantify Costs & Risks
• Budget & Cashflow Review
• Elicit Client Priorities & Constraints
• Concrete Next Steps & Timeline
• Direct Comparison vs DMP
• Creditor Response & Risks
• Client Questions, Comfort Check & Close
• Immediate Stressors & Constraints
• Validation & Fit Check
• Confirm Urgency & Decision Criteria
• Q&A and Client Reflection
• Data Gaps & Next Steps

• One-on-one budget counseling session
• Enroll client in Debt Management Plan
• Negotiate interest rate reductions with creditors
• Request creditor fee waivers and penalty reversals
• Set up automated monthly DMP bank drafts
• Distribute consolidated payments to creditors monthly
• Provide monthly DMP account statements to client
• Deliver group financial literacy workshop
• Housing counseling session for at‑risk homeowners
• Student loan counseling and repayment assistance
• Prepare and send creditor hardship and payoff letters
• Credit rebuilding coaching and action steps

One-on-one budget counseling session

• Which session format do you prefer for one-on-one budget counseling? Options: Phone, Video (Zoom/Teams), In-person at our office or partner location
• What is the primary goal for this budget counseling session (e.g., create monthly budget, prioritize bills, prepare for DMP)?
• What is your total monthly take-home income (or best estimate)?
• Which expense categories should we prioritize during the counseling session? Options: Housing, Utilities, Food, Transportation, Childcare, Healthcare, Debt payments, Other
• How long would you like the initial counseling session to be? Options: 30 minutes, 45 minutes, 60 minutes, Other
• How many follow-up budgeting sessions do you anticipate needing in the next 3 months? Options: One-time, 1-2, 3-4, Ongoing monthly

Enroll client in Debt Management Plan

• What is the approximate total of your unsecured debt you want included in a DMP?
• How many unsecured creditors/accounts would you like consolidated into the DMP? Options: 1-3, 4-7, 8-12, 13+
• What is the monthly amount you can realistically commit toward a consolidated DMP payment?
• Have you been previously enrolled in a Debt Management Plan with any agency? Options: Yes - with this agency, Yes - with a different agency, No, Unsure
• Are any of the accounts you want included currently charged-off or in collections? Options: No, Yes - some accounts, Yes - most accounts, Unsure
• Do you prefer a fixed monthly DMP payment or an adjustable payment tied to income changes? Options: Fixed monthly payment, Adjustable tied to income, Need guidance

Negotiate interest rate reductions with creditors

• Do you authorize our counselors to negotiate interest rate reductions on your behalf? Options: Yes - signed authorization will be provided, Yes - verbal authorization, No - I will handle negotiations
• Which creditors are highest priority for interest rate reduction (list names and account numbers if available)?
• Are any creditors already offering a hardship or reduced rate program? Options: Yes, No, Unsure
• What minimum post-negotiation interest rate would make an account acceptable for the DMP?
• Are there upcoming deadlines, collections activity, or legal actions with any creditor we should prioritize? Options: Yes - specify in next field, No, Unsure
• Please provide any recent creditor communications or promises relevant to rate negotiations (free response or upload in portal).

Request creditor fee waivers and penalty reversals

• Do you authorize us to request fee waivers and penalty reversals on your behalf? Options: Yes - sign authorization, Yes - verbal authorization, No
• Which types of fees do you want us to request waivers or reversals for? Options: Late fees, Overlimit fees, Returned payment fees, Penalty interest, Other
• How many late or missed payments have occurred on the accounts in the past 12 months? Options: None, 1-2, 3-5, 6+
• Are there documented hardship events you will provide to support fee waiver requests (e.g., medical bills, job loss)? Options: Yes - will provide documentation, No, Unsure
• What is your preferred resolution timeline for fee waiver requests (client expectation)? Options: 30 days, 60 days, 90 days, As soon as possible
• List specific accounts and fee balances you want targeted for waiver or reversal.

Set up automated monthly DMP bank drafts

• Do you consent to automated bank drafts (ACH) for your monthly DMP payment? Options: Yes - provide bank details, No - prefer manual payment, Prefer debit/credit card
• What type of bank account will be used for drafts? Options: Checking, Savings, Joint account, Prefer not to use bank draft
• Which day of the month do you prefer the automated draft to occur? Options: 1-5, 6-10, 11-15, 16-20, 21-28
• Do you want a low-balance notification or buffer before a draft runs? Options: Yes - notify me, Yes - hold draft if insufficient funds, No
• How will you provide bank routing and account numbers (portal upload, in-office, phone)? Options: Portal upload, In-office form, Provide over phone, Mail
• Do you require debit authorization in writing or e-signature for ACH setup? Options: Written authorization, E-signature, Verbal authorization acceptable

Distribute consolidated payments to creditors monthly

• Which payment methods do your creditors accept for remittance from the DMP? Options: ACH/ACH credit, Check, Wire transfer, Electronic remittance (ERIN/EDI), Other
• Is there creditor-specific remittance information (account IDs, payment references) we must include? Options: Yes - will provide details, No, Unsure
• What monthly processing date should be used to prepare consolidated remittances? Options: 5th of month, 10th of month, 15th of month, Custom date (specify)
• Do you want to receive a monthly remittance summary showing distributions to each creditor? Options: Yes - email, Yes - portal only, No
• Are there any creditors that require special handling (e.g., split payments, escrow remittance)? If yes, list them.
• Do you have a preference for how discrepancies or short pays are resolved? Options: Apply to highest priority account, Prorate across accounts, Client will instruct each month, Other

Provide monthly DMP account statements to client

• How would you like to receive monthly DMP account statements? Options: Email (PDF), Postal mail, Secure portal, Text/SMS link
• Which statement elements are required for your review? Options: Payments received, Creditor remittances, Interest rates per account, Remaining balances, Next payment due date, Fees charged
• Do you require statements in a language other than English? Options: English, Spanish, Other (specify)
• Would you like automated notifications when statements are posted? Options: Yes - email, Yes - SMS, No
• Do you want statements to include historical month-to-month comparisons? Options: Yes - include comparisons, No - show current month only, Optional
• Who should be copied on statements or remittance summaries (e.g., spouse, financial advisor)? Provide names/emails if applicable.

Deliver group financial literacy workshop

• Which workshop topics are highest priority for your group? Options: Budgeting basics, Managing credit cards, Understanding credit scores, Avoiding scams and predatory offers, Debt repayment strategies, Savings and emergency funds
• Which delivery format do you prefer for the workshop? Options: In-person, Live virtual webinar, Hybrid (in-person + streamed)
• What is the preferred length for the workshop? Options: 60 minutes, 90 minutes, Half-day (3-4 hours), Full day
• What is the expected audience size? Options: 10-25, 26-50, 51-100, 100+
• Do attendees need materials in multiple languages or accessible formats (e.g., large print, closed captions)? Options: Yes - multiple languages, Yes - accessibility accommodations, No
• Are there scheduling constraints or preferred dates/times for the workshop?

Housing counseling session for at‑risk homeowners

• Are you currently behind on mortgage payments or anticipating difficulty making payments? Options: Currently behind, At risk of falling behind soon, Current but concerned, Not applicable
• Is your mortgage in active foreclosure, or have you received a notice of default? Options: No, Yes - pre-foreclosure/notice received, Yes - foreclosure initiated, Unsure
• What type of assistance are you seeking from housing counseling? Options: Loan modification, Forbearance guidance, Refinance evaluation, Loss mitigation/short sale, Budgeting to catch up, Other
• Who is your mortgage servicer/lender (name and contact if known)?
• What is the monthly mortgage shortfall (how much additional is needed to be current)?
• Would you like a referral to legal assistance or housing-specific community resources? Options: Yes - legal referral, Yes - community resources, No

Student loan counseling and repayment assistance

• What types of student loans do you have? Options: Federal, Private, Both, Unsure
• Are any loans in default, in rehabilitation, or in forbearance/deferment? Options: In default, In rehabilitation, In forbearance/deferment, Current and on-time, Unsure
• What is your current monthly student loan payment (approx)?
• Which repayment goals interest you most? Options: Lower monthly payment, Consolidation, Income-driven repayment, Loan forgiveness evaluation, Payoff acceleration
• Do you want assistance completing consolidation or income-driven repayment applications? Options: Yes - need full assistance, Yes - partial assistance/review, No - just information
• Do you have documentation (loan statements, servicer portal access) available to share during counseling? Options: Yes - have documents, No - need help locating

• Statement of Work (DMP Enrollment)
• Creditor Negotiation Authorization
• Payment Authorization (ACH/AutoPay)
• Fee Disclosure & Acceptance
• Privacy & Data Sharing Consent
• Authorization to Obtain Credit Reports & Verification
• Client Responsibilities & Conduct Agreement
• Electronic Signature & Communications Consent
• Initial Payment Schedule & Milestones Acknowledgment
• Cancellation, Termination & Refund Policy

• Monthly Payment & Account Reconciliation
• Creditor Agreement & Negotiation Tracker
• Credit Report & Score Progress Review
• Financial Coaching & Education Session
• Issue Triage & Follow-up (Ad-hoc)

• Register the client for the next relevant workshop or group class (if interested).
• Explain score changes in clear terms and set measurable credit-rebuilding milestones.
• Assign ownership and timelines for any disputes or corrective actions.
• File formal disputes for identified reporting errors and assemble supporting documentation.
• Update the client's credit-rebuilding plan with measurable milestones and expected dates.
• Recommend and, if agreed, assist with enrolling in positive-credit-building products (e.g., secured card).
• Schedule the next credit progress review (recommended every 60–90 days).
• Session Goals & Topic Intro
• Ensure the client has an up-to-date, realistic budget aligned to their DMP payment and living needs.
• Set one to three measurable micro-goals (savings, expense cuts) for the next 30–60 days.
• Provide tools and resources so the client can self-manage small financial shocks.
• Send a tailored budget worksheet and step-by-step guide to achieve agreed micro-goals.
• Welcome & Objectives
• Set calendar reminders for the client’s 30-day and 60-day check-ins.
• Connect the client to community assistance resources when applicable (utilities, food, housing).
• Incident Summary & Urgency
• Neutralize the immediate financial risk or mitigate its effects within defined short timelines.
• Have clear owners and deadlines for each required action and ensure the client understands the plan.
• Document the incident and actions in the shared channel for audit and continuity.
• Prepare and send an immediate hardship letter or payment dispute to the creditor.
• If required, place temporary holds or re-route payments per agreed remediation steps.
• Escalate to legal or housing counselor if garnishment or foreclosure is imminent.
• Log the incident, all communications, and actions in the shared client channel and confirm receipt with the client.
• Confirm all payments for the prior month are reconciled and documented.
• Identify and assign remediation steps for any shortfalls or misapplied funds.
• Ensure the client understands the upcoming payment schedule and any autopay arrangements.
• Produce and send a one-page reconciliation report showing payments received and allocations.
• Contact creditors with missing confirmations and request written acknowledgement.
• Update the client's budget and payment calendar to reflect any agreed changes.
• Enable or verify autopay/permission forms and get client consent if needed.
• Open Agreements Summary
• Have a current, creditor-by-creditor status with next required actions and owners.
• Determine and authorize escalation for any creditor failing to meet written commitments.
• Ensure the client receives clear communication about creditor statuses and timelines.
• Request/obtain written confirmations from creditors that have only provided verbal commitments.
• Prepare and send escalation letters or formal complaints where creditors are non-compliant.
• Update the central creditor tracker with dates, documents, and next steps.
• Schedule targeted negotiation calls or follow-up meetings for unresolved accounts.
• Baseline Recap
• Verify the accuracy of reporting and identify any items requiring dispute.
• Current Credit Report Walkthrough
• Payment Summary Review
• Review Written Commitments
• Budget Health Check
• Document & Facts Gathering
• Score Movement Analysis
• Immediate Protective Actions
• Creditor Confirmations
• Savings & Emergency Fund Strategy
• Timeline & Milestone Check
• Dispute & Correction Plan
• Missed/Late Payment Diagnosis
• Assign Owners & Deadlines
• Identify Non-Compliant Creditors
• Behavioral Strategies & Accountability
• Credit Rebuilding Roadmap
• Client Communication & Next Check-in
• Decide Escalation & Next Steps
• Resources & Next Steps
• Remediation Plan for Shortfalls