Ministry of Social Development

Financial Capability Helpline [currently known as MoneyTalks]

The Ministry of Social Development (MSD) wants to continue the delivery of a national financial capability helpline that is also the entry point for financial capability services. The provider can be located anywhere in New Zealand. The existing helpline that the Ministry contracted to be put in place and that the Ministry has been funding is known as MoneyTalks.
The helpline is unique in that it is the only free helpline in New Zealand that provides callers with assistance regarding financial matters such as debt, financial stressors, and advocacy. The helpline provides effective and early intervention that is impartial and free of charge, enabling it to reach clients early in their debt cycle and ensure access to the right support and services. As such, it is often an entry-point for Building Financial Capability (BFC) face-to-face services, where clients can discuss their whole financial situation and receive support from financial mentors or be referred to other debt support, social and health services.
The Provider will need to have expertise in providing not only the helpline but also in supporting the development and maintenance of the associated infrastructure (e.g., phone lines and websites), either itself or through an approved subcontractor.
Within the overall Building Financial Capability [BFC] aim of improving the financial capability of New Zealanders, this service is designed to engage and support a greater number of New Zealanders with:
• Access to financial support services
• After-hours services
• Broad capability and reach through telephony technology (initial modes including online chat, text/SMS, phone, and email)
• Identification of need and coordination with other relevant BFC services/support
• Trained staff (financial mentors specially trained in this area)

Department/Business Unit: Service Delivery