2016

Annual Report

40 Gardenville Parkway, Suite 300

West Seneca, NY 14224

716-712-2060 [phone]

800-926-9685 [toll free]

716-712-2079 [fax]

cccs@cccsbuffalo.org

www.consumercreditbuffalo.org

@cccsbuffalo [Twitter]

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Our Mission We provide our community with the best strategies to master their credit.

Our Vision We are the most recognized financial counseling Agency in our community

that minimizes the stigma associated with debt.

Our Values

Integrity

We are honest and confidential

while providing consistently

high-quality service.

Professionalism

We provide a unique service within a

comfortable atmosphere that respects

the needs of our community.

Empowerment

We educate the community we

serve and provide the resources

to achieve success.

Innovation

We maintain superior services

through creative teamwork and

modern technology.

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Dear Colleagues,

I n 2016, as we have done for over 50

years, CCCS of Buffalo helped meet

the needs of thousands of families

across Western New York by providing

them with budget, debt, bankruptcy and

housing advice. We continued to innovate

and expand our service delivery, creating

new tools and reaching more consumers.

We constantly work to provide the highest

level of service. We are making

improvements in our core functions of

counseling and operations, finance and

compliance and education and outreach.

What remains constant is the commitment to

our mission to improve people’s lives. We

work daily on our mission through our core

values: Integrity, Respect, Accountability,

Teamwork and Empowerment.

We enjoy a sound operating platform and

balance sheet that guarantees long-term

stability. Our geographic footprint remains

that of the consumers of Western New York.

We are committed to providing local

education and outreach and we are

committed to providing financial literacy for

WNY.

All of our initiatives are supported by a

strong agency governance policy that ensures

Letter from the President

the highest caliber service and strict

adherence to NFCC and COA standards,

maintenance of internal controls and

independent quality assurance.

CCCS of Buffalo is on a solid foundation and

is armed with resources and the talent to

grow with WNY.

Paul Atkinson

President & CEO

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Our Staff

Counseling:

Jaime Bergeron, Lisa Frankenberger,

Therese Melchiorre, Carissa DiRado,

Sonya Goins-Singletary, Noelle Carter,

David Atkinson, Robert Dunn, Jim Ingham

(Camera Shy: Mike Florczak)

Client Support:

Mark Twarog, Janet Webb, Scott Laughlin,

Patty Ann Baker, Robert Dunn

Volunteer Services:

Ann Falls, Robert Dunn,

Lynn Hoffman

Management:

Mark Twarog, Vice President of

Information Technology;

Paul Atkinson, President & CEO;

Noelle Carter, Chief Administrative Officer;

Scott Laughlin, Vice President of

Community & Creditor Relations

Client Intake & Reception:

Jaime Bergeron, Ann Falls, Janet Webb,

Lynn Hoffman, Patty Ann Baker

Accounting:

Noelle Carter,

Lyn Balla

Community Outreach:

Robert Dunn,

Scott Laughlin

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Our Board of Directors

OFFICERS

Paul C. Atkinson—President & CEO

Mark J. Mendel — Chairman

Senior Vice President

M&T Bank Customer Asset Management

John Eagleton — Treasurer

Executive Vice President – Commercial

Lending, Evans Bank

Kevin McNamara — Vice Chairman

Chairman

Millington Lockwood, Inc.

Nancy Palumbo — Secretary

Chief Administrative Officer

People, Inc.

Nancy M. Blaschak

Blaschak Consulting

Phillip C. Hagadorn

Regional Manager (Ret.)

Experian

Kathy Herod

Vice President, CMB Support Manager

HSBC Bank USA

Jason Houseman

Vice President—Corporate Banking

Citizens Bank

Nancy LaTulip

Vice President, Retail Banking Officer (Ret.)

Lake Shore Savings Bank

Dolores McCarley

President

Resource Planning Associates, Inc.

BOARD OF DIRECTORS

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By Noelle Carter

I n 2016, CCCS continued

to see an increase in

requests for Financial

Counseling services,

which focuses on advising

individuals on the most

appropriate way to repay their unsecured debts, such

as credit cards, medical bills and collection

accounts. We are aware, however, that for as many

people who are calling our local, non-profit agency,

there are many more individuals struggling in

Western New York who do not know who to turn to

for help. Unfortunately, many are taken advantage of

by companies who are not upfront and honest

regarding the services they will be providing and the

fees they will be charging consumers. Often, those

who utilize their services are left in a worse financial

position than where they started off in.

Therefore, in 2016, CCCS wanted to find a

new way to get the word out to the public

about our services, and who best to talk

about the impact of our services other

than a client who directly benefited from

them. We frequently have clients reach

out to us, thanking us for the assistance

we were able to provide with their

financial matters, however few are

willing to speak publicly about it. CCCS’

vision is to minimize the stigma

associated with debt. We believe that individuals

should not feel alone or ashamed as they navigate

through financial woes. Typically, a myriad of

hardships have led individuals in to financial

trouble, many times hardships outside of their

control – medical issues, unemployment, or the loss

of a family member. The important part isn’t on how

you got where you are, rather, the focus should be on

being brave enough to tackle the problem at hand,

and seeking the necessary assistance when needed.

CCCS seeks to empower clients with the knowledge

they need to break free from debt and other financial

issues, without having to feel afraid or ashamed.

In May of 2016, a CCCS client stood up against the

stigma of debt, and publically let people know they

are not alone, and that there is indeed a light at the

end of the tunnel. That client was Christina Landis,

who shared her story with friends, family, and the

public on Facebook. She wrote, “7 years ago I had

racked up close to $18,000 in credit card debt. For

the first 2 years we struggled making the minimum

payments with 1 income and a new baby but I,

thankfully did not apply for more [credit] cards. One

late payment made my payment double, then triple,

and I was at a point where I know all of it was going

to go to collections. After seeing something on the

Today Show about debt management and all the

scams I was scared to figure out who to go to. My

dad recommended Consumer Credit Counseling

Service of Buffalo, Inc. (CCCS of Buffalo).

Embarrassed that I had done this and

ashamed I couldn’t fix it myself, I

went to my appointment and the

[counselor] made me feel so

much better.” Fast forward to the

present, Christina is credit card

debt free, all $18,000 paid off

through CCCS’ Debt Management

Plan (DMP) which allowed for

Christina to repay her debt at more

affordable terms.

In the Fall of 2016, CCCS launched a new marketing

campaign, to include radio, Facebook and Pandora

ads featuring Christina’s story, so that others in

WNY would know that they are not alone and that

there is help available locally in their community. In

2016, CCCS helped over 2,000 people repay over

$693,000 in debt. We thank Christina for being

brave enough to share her story, all in hopes that she

could inspire others to break free of any

embarrassment or shame and seek help with their

finances so that they too will be able to uncover the

path to financial success.

Financial Counseling

Counseling Outcomes

Financial Counseling Sessions: 1,405

Housing Sessions: 580

Answered Calls: 9,580

I consider CCCS "my friends" who I can turn

to for sound advice and solutions. I am

very grateful to have found them. ~Theresa,

Cheektowaga NY

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By Lisa

Frankenberger

S tudent loan debt continues to be a financial burden for 44 million Americans

- and the problem is growing. The class of 2016 graduated with an average of $37,172 in student loan debt, marking an increase of 6% over 2015’s graduates. Figuring out options for student loan repayment has become the norm for most students as nearly 70% of four year college graduates are leaving school with student debt.

Just as the amount of borrowers and student loan debt are increasing, the amount of loans in delinquency and default continues to rise as well. 2016’s default rates grew by 14% from 2015. The impact of late or missed payments on student borrowers can be devastating and long lasting. Many times graduates’ starting salaries after school are less than the debt burden they carry. Fees and interest can accrue rapidly and the debt starts growing. Even with tools that can help postpone payments, such as forbearances, the interest still accrues and adds to the loan balance, meaning the borrower’s payment could be even higher when their payments resume.

Needless to say, we continue to receive calls every day from borrowers looking to explore their options regarding their student loan debt. In 2016 we conducted 155 Student Loan Counseling Sessions for affected borrowers. Our Student Loan Counseling Program was developed as a direct result of clients continuously asking us for help, not knowing where to turn or who to trust. For nearly 5 years now we’ve been offering Student Loan Counseling as an added service to our clients. In 2015, with Consumer Credit Counseling Service of Buffalo’s help, the National

Foundation for Credit Counseling launched a national Student Loan Counseling Training Program, and a national platform for student borrowers to seek help.

Navigating the options around student loan repayment can be complicated and overwhelming to borrowers who are experiencing financial hardship, or just unsure of what their options are. Private and Federal loans are both very different in almost every facet. There are many things to consider and decide on with repayment. Consolidation, forbearance, deferment, income driven plans, refinancing, graduated plans, forgiveness and discharge are just some of the potential options available to borrowers. Many times, it is simply too confusing and overwhelming to navigate on your own. Consumer

Credit Counseling Service of Buffalo has 4 Nationally Certified Student Loan

Counselors available to help our clients through this process.

Our counselors are trained in helping the borrower figure out all of their options, and give them the

guidance needed to make an informed decision regarding their

loans, and their finances generally. Our counselors frequently will reach out to the

lender with our clients to help facilitate sometimes difficult conversations, and help in applying for options and programs.

The most important thing to remember is that as a student loan borrower, you are not alone. You are in the company of millions of other Americans who are also trying to pay off their loans in the best way possible; and we at Consumer Credit Counseling are here to help you through that process. We also caution against for-profit companies and scams that are targeting student loan borrowers. For local help, reach out to CCCS to talk to a nationally certified counselor at (716) 712-2060.

Student Loan Counseling

Counseling Outcomes Student Loan Counseling Sessions: 155

I am able to leave with a smile and feel like a

weight has been lifted! Thank you! ~40 y/o Female, Buffalo NY

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By Tracy Diina

D uring the 2016 tax season, through its’

Niagara County

Financial Literacy Coalition, CCCS facilitated the

return of more than $1.6 million to taxpayers in

Niagara County through the Volunteer Income Tax Assistance Program (VITA), a free, IRS-supported

tax preparation service that offers free tax

preparation to low- and moderate-income individuals and families. VITA ensures that families

and individuals receive all tax benefits for which they

are eligible, most importantly the Earned Income Tax Credit (EITC), a critical economic support that

allows hardworking low-income families to keep

more of what they earn.

The VITA Program has direct impact on Niagara

County residents’ lives. Sadly—yet often—many low

income individuals and families use for profit commercial tax preparers that charge upwards of

$250 per return and recommend unnecessary and

expensive tax refund products like Refund Anticipation Loans (RALS) or Refund Anticipation

Checks (RACS) to make a profit at the

expense of citizens' deserved tax refunds. For those individuals who earn

minimum wage, that can represent

nearly 5 days of work. This does not include the cost for the “rapid refund”

which is usually about $200. Low

income filers can easily pay nearly $500. Our goal has always been to keep that

money in the pockets of low income Niagara County

residents.

CCCS, through the VITA Program, ensures that all

eligible clients receive their EITC benefits. This is

significant because 20-25% of those eligible currently do not access it—and the benefits are

numerous. Studies have found that children in

low-income families that receive larger state or

federal EITCs tend to score better on tests of reading

and (particularly) math, compared with children from largely similar families not targeted for large

credit expansions. They also are more likely to finish

high school and go on to college. Researchers studied the receipt and effects of the EITC over several

decades. They found that for every $1,000 a family

received from the credit, test scores in reading, and particularly math, significantly increased among

children in elementary and middle school years. The

EITC increases the likelihood of graduating from high school or completing a GED.

Volunteers completed 267 tax returns between their

Niagara Falls and Lockport satellite offices: 110 in Lockport, 129 in Niagara Falls and 28 for residents

in other parts of Niagara County. These returns

resulted in a total of $423,012 in returns for our filers, with an additional $143,947 of that in EITC

(earned income tax credits). Through our services,

we estimated that we saved $83,838 in filing fees for our filers. With a focus on properly reporting EITC,

the result was more money in the pockets of low

income Niagara County residents and more money spent back in to the local economy.

An additional 900 tax returns were filed

through the Facilitated Self-Assistance program. This is a do-it-yourself program

sponsored by the IRS. Certified volunteers

are available to answer questions, but individuals must prepare the return by

themselves. Through this program, we

saved filers over $282,600 in filing fees, resulting in returns of $1,258,174.

CCCS is recruiting volunteers to file tax returns for

the 2018 filing season. Tax preparation training is free, and commences in December 2017. The VITA

Volunteer program provides a rewarding volunteer

experience, and is a great way to learn a valuable new skill and build your resume. For more

information contact Noelle Carter at (716) 771-3255

or noelle.carter@cccsbuffalo.org.

Niagara County

Program Outcomes Facilitated Online Tax Returns: 900

Filing Fee Savings for the Community: $282,600

Total Estimated Tax Refunds: $1,258,174

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Community Outreach

By Robert Dunn

C CCS of Buffalo is proud

to have had another

successful year in

offering financial education through our

community outreach efforts in 2016. We have a

strong commitment in providing financial literacy

programs to the WNY community in order to

educate and empower the individuals we serve.

A variety of presentations are offered by CCCS and

our very own NFCC certified educators. The most

popular financial education courses in 2016 were

budgeting and credit workshops; “Financial

Success”, “Dollars and Sense” and “Credit Counts”.

In 2016, 1,127 individuals participated in workshops

including local schools, colleges, EAP programs,

local non-profits, community centers, and other

organizations. Our program success is measured by

compiling information through pre and post-tests,

surveys, presentation evaluations, demographic

information for a wide variety of curriculums.

In additional to workshops, CCCS makes its

presence felt in the community with resource and

wellness fairs, as well as other speaking engagements

informing the community of our services offered.

2,161 individuals were reached

in 2016 through outreach

fairs.

A total of 3,288

individuals were reached

through our financial

literacy programs and

outreach in 2016. CCCS is

committed to continually

offering our services and

assistance in improving the financial

literacy of individuals in Western New York.

Community Outreach & Education

Program Outcomes Workshops Taught: 92

Participants Taught: 1,127

Overall Consumers Reached: 3,288

Homebuyer Education Counseling

By Noelle Carter

O ver the last several years CCCS has invested additional resources to grow our

Homebuyer Education Program.

In 2016, CCCS provided Pre-Purchase Homebuyer Education to nearly 350 individuals and families. We are able to provide potential homebuyers education through both in-person workshops and online courses, allowing additional flexibility for those seeking to be better equipped to navigate the exciting yet overwhelming process of buying a home.

In 2016, we held workshops one Saturday a month at our West Seneca office, where participants were able to complete all course material and receive their certificate of completion the same day. Additional speakers were brought in to review specific aspects of the home buying process in greater depth regarding topics such as the search for your dream

home, the mortgage pre-approval, application and approval process, and details surrounding the home inspection. We were delighted to be able to provide these CCCS Homebuyer Education Workshops free of charge to the public in 2016.

For individuals with busier schedules, CCCS also offers an online education course. The course is interactive, and can be accessed through the use of a computer, tablet, or even a smart phone. The course allows for participants to log in and out at their convenience and once completed, they are assigned a counselor to work through any additional needs they may have. Upon completion, the participant is

issued a certificate of completion.

CCCS is proud to be able to provide flexible and convenient options for those seeking homebuyer education counseling, and we look forward to serving individuals and families in to 2017 and beyond with these critical services.

Clear, straightforward advice, delivered with

kindness and compassion.

~50 y/o Couple, West Seneca NY

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Eternal Thanks to our

Grant Funders

C onsumer Credit Counseling Service of Buffalo, Inc.

would like to thank our funders. Without their

support, we would not have achieved

such great success in 2016!

Bank of America Foundation

Citizens Bank

City of Niagara Falls

Evans Bank

First Niagara Bank

KeyBank

Lake Shore Savings Bank

M&T Charitable Foundation

The Margaret L. Wendt

Foundation

United Way of Greater Niagara

Veterans Outreach Center

Funders & Partners—Thank You

Continued Thanks to our Creditor

Repayment Program Funders

Buffalo Niagara SCORE

Buffalo Public Schools

Community Action Organization (CAO)

CASH Coalition

Catholic Health System

Child & Family Services

City of Buffalo – Division for Youth

The Dale Association

Evans Bank

Family & Children’s Service of Niagara

Family Help Center

First Niagara Bank

Food Bank of WNY

GCASA

Goodwill of WNY

Habitat for Humanity

Inspired Health Group

Jericho Road Ministries

Key Bank

Lockport Housing Authority

Matt Urban Hope Center

M&T Bank

NCCC – Niagara County Community College

NFTA

Niagara Falls Housing Authority

Niagara’s WorkSourceOne

NYS EAP

Olmstead Center

Orleans/Niagara BOCES

Renaissance House

Seneca Nation Housing Authority

Small Business Administration

The Service Collaborative of WNY

United Way

Veterans One-stop Center

Veterans Outreach Center

WEDI Buffalo

West Seneca Resource Center

WNY Law Center & CLARO Project

WNY DDSO

2016 Community Outreach Partners

American Express

Bank of America

Barclays Bank

Capital One

Chase Bank

Citibank

Discover Bank

HSBC Bank

KeyBank

M&T Bank

Synchrony Bank

TD Bank & Target

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Client Satisfaction

Surveys & Demographics

I have been extremely happy with the service that

has been provided. CCCS has put me back on the

road to financial solvency. Thanks, Ralph, Buffalo NY

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Our Business is Your Credit