Designing a remote financial help service

Amidst the COVID-19 lockdown, community service agencies across Canada have had to rapidly adapt the way they engage and support people in the community. ​ A growing number of Canadians need (or soon will need) support as they deal with the financial strain brought on by an unprecedented global pandemic. ​Community agencies would like to help connect people to support and there is increased interest in how to deliver that support remotely. ​

Over a nine-month period beginning mid 2020, and with funding from Capital One, Prosper Canada worked alongside service design firm Bridgeable and community agencies in Manitoba, British Columbia, and Ontario to study the remote delivery of financial help services in each setting. The research was followed by a period of learning, sharing and data collection reflected in the reports and toolkit published here.



Reports
These slide decks describe the goals and outcomes of this project.
Socialization deck: Supporting the design of a remote financial help service (Bridgeable)

Client Journey maps
These journey maps offer a visual explanation of the process used by the 3 participating community agencies offering one-on-one client support.
Family Services of Greater Vancouver
SEED Winnipeg
Thunder Bay Counselling

Toolkit
This toolkit was developed in collaboration with community partners, and shares tools for coaches and clients in the virtual one-on-one process.
Virtual service delivery tools (Toolkit)

Tax Prep Dispatch: Alternative Service Delivery Tips!

Tips and considerations for providing alternative tax filing service delivery.



Tax Prep Dispatch: The Drop-Off Process

Considerations and best practices for drop-off and virtual tax filing services.