Experiences From The Ground: Sharing by a Program Support Staff
I have worked with Credit Counselling Singapore (CCS) for nearly 15 years in the Debt Servicing and Support department where I closely follow up with our debt-distressed clients and support them so that they can complete their Debt Management Program successfully.
The COVID-19 pandemic has impacted the livelihoods of many people, including our clients. Some have lost their jobs and some suffered a drop in income. As a result, they are unable to meet their monthly instalments.
Mdm J was one of them whom I was supporting. When I met Mdm J in late 2020, I learnt that she was only able to secure ad-hoc jobs. She was anxious and rather incoherent when she spoke to me. I did what I could to help her: I gathered the necessary documents, arranged an appointment to speak with a Credit Counsellor over the phone, prepared and submitted a revised repayment plan to creditors on her behalf.
The following year, Mdm J called in repeatedly to share her pain about the outstanding amount she owed creditors. While I advised her to discuss with the banks directly, I also made it a point to meet her in person to check if she was alright.
Mdm J looked very tired when we met. With a stack of past repayment receipts on her hand, she cried and poured out her heart to me. She shared that she has to take care of her 80-year-old mother and needed to clear her debts so that her mom and her can return to their normal lives.
I collated Mdm J’s repayment receipts and on her behalf, emailed her creditors to let her remain on the plan. During that period, I also continued to contact Mdm J, made time to listen and offer encouragement.
Recently, Mdm J called me to share some good news that she managed to pay off all her debts with her creditors. She was very grateful to CCS for our unwavering support.
I am very happy for Mdm J. Being able to help her has once again reaffirmed my belief that although the help I can offer is limited, I can at least offer a listening ear. As the Chinese saying goes 赠人玫瑰，手有余香 (literally translated: give a rose to others, the fragrance of it will remain on your hands).
Helping others to be financially resilience is in alignment with the social mission of CCS.
我在新加坡信贷辅导服务任职将近15年。在这期间，我一直是在后勤支援部门服务。主要的工作范围是跟进求助者的偿还计划，以确保他们能顺利完成所拟定的偿还计划。
由于冠病疫情的影响，我们所协助的求助个案， 有些因为失去工作， 有些无法及时找到工作。没有了收入，所以无法继续跟进他们的偿还计划。J女士就是我负责的其中一个案例。
我开始接触J女士是在2020年尾。由于冠病疫情的影响，她只能做一些兼职的工作。起初跟J女士面对面交谈时，她显得有点患得患失，讲话也语无伦次。我也不是很在意，帮她准备好文件。经过辅导员电话辅导，重新拟定一份偿还计划，呈交给她所欠的各家银行。
在接下来一年，J女士还是不断打电话来后勤支援部门，重复关于她无法接受所欠的银行的数目。起初是建议她自行跟银行处理她的疑问。可是为了理清她的疑惑，决定再次邀请J女士面对面洽谈。
再见到J女士时，她显得很累，拿着她手上偿还的收据，哭诉着她所还的数目。再仔细的聆听，原来她还得照顾她年迈的母亲，已经80多岁。J女士是希望能顺利偿还她所欠的债务，继续好好照顾她的母亲。
听完J女士的哭诉，我立刻收集她偿还的收据，写了一封电邮给她所欠的银行。在这期间，我也继续跟J女士联络。尽量聆听她的分享。我也说了一些鼓励的话语，尽量安抚她的不安。
直到最近，J女士回电 说她和银行已协商好了，也还清她所欠的债务。J女士很感激，也感恩CCS不离不弃的协助她。
J女士的个案让我意识到，即使我们的能力有限，至少我们可以用心聆听求助者的心声。赠人玫瑰，手有余香， 我们又何乐而不为呢？这也符合我们信贷辅导服务助人为快乐之本的宗旨。
Contributed by Jonathan Peh, Credit Counselling Singapore.
Published 29 July 2022.