Empathy, empowerment and expertise: the heart of the Moneycare mission

Kristen Hartnett says caring for people is at the heart of the Moneycare mission.

It’s easy to understand the life-changing impact of Salvation Army services like youth education or homelessness support. But what about financial counselling? Can help with managing debt and building financial confidence truly change, or even save, a life? This Moneycare Week (19–25 January 2025), National Moneycare Manager Kristen Hartnett shares how The Salvation Army’s free Moneycare financial counselling service regularly and genuinely transforms lives. 

One afternoon, like many others, then Moneycare financial counsellor (now service head) Kristen Hartnett took a call from a distressed woman. Although her credit card debt was not exceptionally large — the team regularly supports people with far more complex debt situations — to the caller, the debt seemed insurmountable. 

Kristen spent about 30 minutes on the call, listening and discussing options. She reassured the caller, reminding her that her debt didn’t define her life. Kristen encouraged her to come in for an appointment, advising her to inform her creditors about the scheduled meeting and assuring her they’d work toward a solution. 

When the woman arrived for her first appointment, she confided, “Kristen, you don’t know this, but if I didn’t have that phone call with you that day, I wasn’t going to be here anymore.” Kristen was stunned. She’d had no indication the call had been a literal lifeline. 

“Beyond all the training and tools, the human connection is the most powerful aspect of Moneycare,” Kristen says. “I’m blessed beyond measure to have had that initial conversation — and was then able to offer ongoing support and referrals.” 

If you need support today, please contact: 

In an emergency, call 000  
Lifeline — 24/7 crisis and suicide support — 13 11 14 
Beyond Blue – 24/7 online and phone support and counselling   

Compassion and transformation 

From its beginnings, caring for individuals has been at the heart of the Moneycare mission. 

“Of those surveyed last year after receiving support from Moneycare, the majority (94 per cent) felt the service had a positive impact on their circumstances. At least 84 per cent agreed that Moneycare helped them manage their situation better, prioritise debt, tackle financial difficulties, and cope with stress,” Kristen says. 

The service began in 1977 at The Salvation Army’s Rockdale Corps (church) in Sydney, in response to increasing local needs. The Salvos posted signs at bus stops and near the airport offering help, and many requests they received were related to financial challenges. 

With support from the church treasurer, a bank manager, and the corps officer (pastor), Moneycare was born. 

Today, Moneycare operates nationwide, with 110 trained financial counsellors across 84 sites in Queensland, Victoria, New South Wales, South Australia, Western Australia, the Australian Capital Territory, and the Northern Territory — with plans to soon expand into Tasmania. 

If you would like to talk to a Moneycare financial counsellor,

call 1800 722 363

A caring team 

One of the strengths of Moneycare is that it’s entirely free and confidential, available to anyone facing financial challenges. Many Moneycare offices are located within larger Salvation Army centres, easing referrals and connections to other Salvation Army services. 

“Our counsellors are caring people who truly understand the challenges faced by those they support,” Kristen says. “They don’t just assess financial issues — they consider overall wellbeing. Many of the people we work with also need referrals to services like mental health or family support, and we guide them to the help they need. 

“No matter the debt or the problem, it’s the person who matters. They steer the ship; they make the calls on what action to take. We are here to support and advise, but they have agency over their situation. Respect for each person is our primary focus,” Kristen says. 

Focus on Moneycare Week 

Moneycare Week is a new annual Salvation Army Moneycare initiative designed to spark essential conversations about finances and highlight valuable money management resources. The recent introduction of a new live chat feature allows people to seek help privately and conveniently. 

The week encourages open discussions about financial issues with trusted family, friends, and others, and aims to de-mystify conversations around money, decreasing shame around financial struggles. 

“The world keeps telling people that happiness is in this house, or this car, or that purchase, but often the reality is the very opposite,” Kristen says. “Plus, there are real challenges for people just meeting basic needs.” 

Access our free financial resources or chat with us

Looking ahead 

Increasingly, Moneycare is focusing on early intervention through programs like financial capability training and planning for unplanned life events. 

“It’s exciting to work in the preventative space as much as the response space. It is so encouraging that our outcome measurements show how the service so often helps improve people’s mental health, personal wellbeing, economic resources, and their confidence,” Kristen says. 

“We have clients who say, ‘Thanks to sorting out my financial situation, I’m now, for example, a better mum.’ I love that flow-on effect. When we walk alongside someone, easing their burden, they’re then equipped to live fully and embrace their other important roles in life.”  

While every situation, creditor and outcome varies, understanding spending patterns, creating a budget, and knowing one’s rights can make a significant difference. Kristen emphasises that Moneycare provides free tools, resources and solutions to empower people to take control of their finances without shame, helping all community members build financial resilience and confidence.  

“We’re not here to rescue people. We assess, mentor, and guide in a way that builds self-efficacy. Financial counsellors at Moneycare are passionate people because we see the difference it makes. We see lives changed, futures changed, people upskilled and empowered.”  

 

“I wanted to take a moment to express my gratitude for the exceptional support and guidance you provided during our recent sessions. Your expertise and dedication have truly made a significant impact on my financial wellbeing. Connecting with Moneycare and working with you has been a transformative experience for me. Through our structured face-to-face appointments, I have been able to free myself from credit card debt and regain control of my finances in a way that I never thought possible. Your friendly and highly resourceful approach made the process not only effective but also empowering. Your professionalism and genuine care for your clients shine through in everything you do.” — Community member, NSW