GreenPath, Inc. is committed to ensuring that its services are safe, fair, ethical, convenient, confidential and available to all individuals. Please review the following FAQs for answers to common questions:
Q - Which GreenPath branch offices are handicap accessible? All GreenPath offices are accessible to people with physical handicaps or special needs.
Q – What is GreenPath’s non-discrimination policy? It is GreenPath’s policy to provide equal treatment to all people without discriminating or showing insensitivity to any customer, client, employee, or other individual because of race, color, creed, sex, national origin, ancestry, religion, marital status, sexual orientation, age, weight, disability, or any other reason prohibited by law.
Q – What is GreenPath’s policy on client confidentiality? GreenPath complies with the Gramm-Leach-Bliley Act and all data safeguarding rules and regulations. GreenPath will ensure that customer information is kept private and confidential and stored in a secure location. GreenPath will protect the confidentiality of its customers by obtaining a customer’s informed consent before releasing information to an individual or an entity outside of the organization; except for various types of information-sharing that are necessary for processing and servicing a debt management program, or when required by law; auditing, licensing or accrediting personnel; or subpoena. GreenPath will ensure that third-party service providers safeguard customer information and will disclose information only to those with a right to know.
Q – Does GreenPath offer services for individuals whose primary language is not English? Yes, GreenPath employs bilingual personnel to assist in appointment scheduling and counseling to meet the needs of the population served. Bilingual employees and languages spoken are listed on our company directory to make it simple to connect a client with an employee that speaks their language. It is always preferred that the session is done without using a translation service because it’s more comfortable for the client. So, if possible, we try to utilize bilingual staff or the friend or family member of a client who can translate for them. As necessary, GreenPath provides translator/interpreter services through Telelanguage at no cost to the client. Telelanguage provides confidential translation services for phone counseling sessions in more than 150 languages. This service may be available on demand, or may require us to schedule an appointment.
Q – Does GreenPath offer services to individuals who are hearing impaired? GreenPath maintains a listing of local providers of services for the hearing impaired.
Q – Does GreenPath accept Power of Attorney documents? Yes, GreenPath will accept a Power of Attorney (POA) upon review and approval by management. A POA is a legal document appointing someone to act on another’s behalf.
- Reverse Mortgage Counseling: For phone appointments, the POA must be mailed or faxed to the office completing the appointment prior to the counseling. For a face-to-face appointment, the client must bring the POA to the session or the counseling cannot be completed.
- Other Appointments: It is highly recommended that the client fax the POA prior to the counseling session, or bring it with them to a face-to-face appointment.
Q – What should I do if I need any special assistance? Please inform GreenPath of your needs and we will make the necessary accommodations for you. For example, let us know if you have mobility impairments, visual or hearing impairments, other disabilities, etc.
Q – What is the significance of accreditation? Every member agency of the National Foundation for Credit Counseling (NFCC) must obtain and maintain accreditation by the Council on Accreditation (COA). COA is an independent, third-party, not-for-profit accrediting organization that has reviewed more than 1,500 social service programs to ensure compliance with rigorous best-practice standards. All NFCC member agencies must be re-accredited by COA every four years.
Agencies seeking COA accreditation are reviewed in eight areas:
- Mission & Purpose — Determines whether consumer needs and preferences guide the organization in its design and delivery of services.
- Governance & Administration — Determines whether the organization is governed and administered according to legal requirements and sound principles of effective management and ethical practice. This is evaluated by neutral oversight through a diversified board.
- Management of Human Resources — Evaluates the organization’s ability to deploy personnel and foster efficient, effective service delivery for clients.
- Service Environment — Ensures safe, accessible, and appropriate delivery for the needs of clients, employees and other stakeholders.
- Internal Financial Management Practices — Ensures that an organization manages its fiscal affairs according to sound financial practices and applicable statutory and professional requirements.
- Business Ethics and Clients Rights and Responsibilities — Determines whether services are conducted with due regard to ethical and professional requirements and protects confidential information regarding clients.
- Service Delivery — Ensures that an organization focuses its services on identifying the needs and problems of clients.
COA accreditation requires that agencies meet national standards in governance and service delivery. The accreditation process also analyzes organizational strengths and weaknesses, and helps agencies establish a framework to measure continuous quality improvement.