190702 helb service charter am 2

| HELB SERVICE CHARTER 1SERVICE CHARTER

| HELB SERVICE CHARTER2

IT’S GOOD TO DREAM

My dream is to be a news reporterHELP EDUCATE TOMORROW, PAY TODAY

| HELB SERVICE CHARTER




HELB’s new Mbinja Portal allows you to anonymously reportcorruption as and when youexperience it. If you don’t deal with something when it’s small, it’ll be even harder to deal with it when it becomes bigger.Msee, if you see something going down, be sure to log on to theplatform and PIGA MBINJA!

https://portal.helb.co.ke/mbinja/

IF YOU EXPERIENCE CORRUPTION,SAY IT!

| HELB SERVICE CHARTER 1

Purpose of the Charter

This charter sets out the service standards that the public should expect when dealing with the Board and its staff. It is a demonstration of

This charter therefore serves as a statement of commitment that the Board intends to live up to its mandate.

About HELB

completion of their education.

to be repaid. It is against this background that, HELB was established with the mandate of sourcing for funds, allocating and disbursing to

Our Stakeholders





Financial institutions who facilitate remittance of loans to students

General public

QUOTE

“Customers may forget what you said, but they’ll never forget what you made them feel.” - Unknown

Our Vision

Universal �inancing for Kenyans pursuing Higher Education

Our Mission

To provide sustainable �inance to Kenyans pursuing Higher Education through mobilization and prudent management of resources.

Our PurposeFinancing you Higher Education to empower your dreams


| HELB SERVICE CHARTER | HELB SERVICE CHARTER

Our Products

A.

LOANS

i. Diploma Students

Technical Vocational, Education and Training (TVET) Loans:

ii. Undergraduate Students

a.

Loans for Direct Entry Students (DES):

Integrity

We will be accountable to key stakeholders of HELB and adhere to the highest ethical standards in performing our duties.

Innovative

We will always seek to offer services to our clients in the most ef�icient manner as we continuously search for better and faster ways of service delivery for the bene�it of our clients.

Courtesy

Employees will endeavor to be courteous to all customers, at all times, while discharging duties.

Equity

Employees will strive to exercise fairness in service delivery

¢

¢

¢

¢

Our Values


loans range from Kes 37,000 to Kes 60,000.00

b. Loans for Continuing Education Students (CES):

Kes 100,000 with a minimum of Kes. 50,000. Kes 2,000.00

iii. Postgraduate Students:

receive a maximum of up to Kes 200,000.00Kes 2,000.00

B. BURSARIES

i. Undergraduate bursaries:

ii. Technical, Vocational Education and Training (TVET) Bursaries:

Note:process.



C. SCHOLARSHIPS

Kes 250,000.00 and Kes 500,000.00 for Kes 3,000.00

D. PARTNERSHIP PRODUCTS

i. Public Servant Training Revolving Fund:

The amounts range from a minimum of Kes. 30,000.00 to a maximum of Kes. 500,000.00.

ii. Afya Elimu Fund [AEF]:

iii. HELB Universities Partnerships:

iv. Visa Oshwal Scholarship:

. The maximum loan award is Kes.100,000 per


v. Barclays Bank Scholarship:

vi. County & Constituency Funds

Our Standards

A. Loans, Bursaries and Scholarships Processing

Item Timeline1

allocation of funds period.



2accounts

later]

Sponsored

st

Continuing Education Loans for salaried

graduate

after allocation, whichever comes later.

6 Loan Statusallocation and disbursement of loans via

Loan statements are accessible on the HELB website.


B. Loan Repayment

Item Timeline1 Loan statements Loan statements are accessible on HELB

website

2

Bank deposit

Credit Card

For loanees who have completed loan

For non loanees

For loanees who are servicing their loans

Through portal at their convenience

6



C. Handling Queries

1. Contact Centre

[email protected]

2. Student Service Centre

QUOTE

“The goal of a company is to have customer service that is not just the best, but legendary.”

- Sam Walton


3. Customer Experience Centre

4. Huduma Centres

Bungoma

Chuka

Embu

Eldoret

Garissa

Lodwar

Thika


| HELB SERVICE CHARTER | HELB SERVICE CHARTER 11

Item Timeline1 Queries received through contact

centre email

Exceptional Cases e.g. legal matters

Note:

i. Queries are processed in the order received;

address.

[email protected]


E. Recruitment

from the time of advertisement.

F. Annual Report

G. Procurement and Finance

Our Customer Experience Commitment

Be courteous,


lodge a complaint;

seek review and appeal

A. How you can help us:

Contact the member of staff responsible,


B. Customer Obligation

C. Review of the Service Charter



D. General Exceptions & Legal Rights to redress

Disclaimer

only as a guideline

E. Access to Information Requests

[email protected]


LOANS

LOAN REPAYMENT

HELB LOAN CYCLE




LOANS

LOAN REPAYMENT

HELB LOAN CYCLE

190702 helb service charter am 2

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