Schuldhulpverlening in perspectief. Over de ervaringen van klanten en dienstverleners van de Rotterdamse kredietbank met het minnelijke traject schuldhulpverlening

Abstract

Debt counselling in perspective

The experiences of Rotterdam credit bank clients and service professionals with the amicable route of debt counselling

This study focusses on the first phases of the amicable route, in the way it is offered by the credit bank (Kredietbank) of the city of Rotterdam. People turn to this organisation who see no other way out of their debts. To the service professional working there, this work is a routine task, one of the many processes conducted by the service professional in the capacity of his or her particular position.In the context of an organisation undergoing immense changes, the main question for this study has been formulated as follows: What do clients and service professionals feel about their position, expectations and options for manoeuvring in the initial phase of the debt counselling amicable route at Kredietbank Rotterdam? For this study it was decided to use a case study, which meant studying one single location where debt counselling is conducted, namely Kredietbank Rotterdam. The data that were collected by conducting interviews, examining documents and observing constitute the basis for the analysis that led to the ultimate results. It has become clear that there are two different realities, which prove to be very difficult to fit together. It appears that clients have considerable needs for self-determination and financial autonomy. This leads them to postpone seeking help until they have completely exhausted all of their own options and have no more control over their lives, leading to the situation where the problems being very large and complex and their state of mind is very negative. They often see few options for the future. Due to the heavy work load and to complexity, service professionals do not spend much time on the client. They have to decide quickly what steps are to be taken with the client in a very short time, on the basis of short meetings. The largest proportion of their many tasks takes place behind the scenes, meaning that they are constantly working to maintain a grip on their day-to-day activities and have to manage with the means at their disposable.