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2024
Annual Report
This past year, 2024, brought many financial challenges to Americans—rising interest rates, record credit card debt, soaring housing and insurance costs, and inflation at the supermarket. Through it all, InCharge’s financial wellness counselors stepped up. In 2024 alone, we helped more than 65,000 people find real solutions to pay down overwhelming debt, prevent foreclosure, and navigate bankruptcy with dignity. But our impact went far beyond the numbers.
This year, we focused on meeting people where they are. We introduced online chat with our financial wellness team and launched text messaging with our client experience team, offering real-time support across multiple channels. We also expanded our financial wellness counseling to Spanish speakers, ensuring greater accessibility and a better experience for more clients.
At InCharge, we understand that financial struggles are about more than just numbers—they’re about people and their dreams. That’s why in 2024, we launched our Reach for the Stars initiative, featuring a spaceman on our website to inspire our clients to aim high. We also invited them to share their stories of transformation, and more than 100 clients responded with powerful testimonies about how InCharge changed their lives. From the bottom of my heart, thank you for trusting us to be part of your journey.
On the financial education front, we empowered over 100,000 future homeowners with online homebuyer education courses, proving that despite rising costs, the American dream is still within reach. Closer to home, we provided free financial literacy workshops and webinars to more than 1,800 people in Central Florida, strengthening financial confidence in our community.
For our employees, 2024 was a year of growth and service. Nearly 20% of our team participated in our new employee mentorship program, and we launched a paid volunteer program to give back to the community. From food banks and shelters to retirement homes and community centers, our employees poured their hearts into service. Their dedication didn’t go unnoticed—we were honored to be named one of Orlando’s Top Places to Work for the third year in a row.
As we reflect on 2024, I want to emphasize that InCharge is about more than just statistics—though I have to mention, we helped pay down $95 million in debt last year! But beyond the numbers, our true mission is about people. We like to say that we put the passion in compassion because we truly love what we do. Helping people reconnect with their dreams, put a plan in place, and move forward is at the heart of our mission.
To Team InCharge and our incredible clients—thank you. I am so proud of the impact we made in 2024, and know that will not stop in 2025…We are laser focused on the future of our clients and ensuring that we help them achieve financial freedom because we believe YOUR DREAMS MATTER!
- Loretta Roney
Our Services
Our mission is to build resilient individuals, families and communities with innovative financial solutions and education. Our vision is to be the leading financial solutions partner that empowers people to achieve their dreams.
Budget & Credit Counseling
Professional, certified counselors deliver one-on-one counseling on developing budgets, managing money, using credit wisely and building a savings plan.
Debt Management Programs (DMP)
Our debt management program helps clients pay off their credit card debt, typically, in 3-5 years with lower interest rates and a consolidated monthly payment.
Housing Counseling
InCharge Debt Solutions is an approved U.S. Department of Housing and Urban Development (HUD) counseling organization and offers Housing Counseling services to consumers, in person, via telephone, and online.
Bankruptcy Counseling & Education
InCharge and its affiliates have provided over 1 million bankruptcy course sessions since 2006.
Financial Literacy Education
Financial literacy programs are customized for students, teachers, the military, debt-distressed and low-income clients.
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budgeting
Impact By the Numbers
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Free Budget Counseling Sessions
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Debt Management Program Graduates
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Debt Repaid in 2024
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Homebuyer Education Courses
Meeting People Where They Are
- Successfully serviced 91,282 client solutioning calls, totaling 24,932 counseling hours.
- Enhance communication effectiveness via SMS, deploying 293,678 text messages with a 71% deliverability rate.
- Integration of online chat, resulting in 2623 chat interactions.
Client Experience
- Successfully serviced 79,331 client calls with a 97% answer rate.
- Customer Satisfaction Survey yielded an impressive 97.5% score.
- Reduced clients cancel requests by -4% from prior year, a total of 95 clients retained.
Creditor Support
- Successfully serviced 24,054 client emails, +18.9% to PY.
- In 2024 the Payment Programmers, manually processed 30,583 client payments.
- In 2024 we submitted 944,090 creditor payments via RPPS.
Client Voices
Making a Difference
At InCharge, we want all of our clients to know this: Your Dreams Matter. Hear their voices as they talk about the experience of working with InCharge.
TEam InCharge
2024 was a year of growth, innovation, and community impact. With revamped policies, employee development programs, and our continued focus on fostering a supportive and inclusive workplace, we are excited about what 2025 holds for our team.
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Investing in our Workforce
Expanded Holiday Schedule
To promote work-life balance and provide opportunities for professional development, we revamped our holiday schedule to include additional flexibility and designated training days. We're proud to share that we now observe all 13 Federal holidays.
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Industry
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Turnover
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While the industry average turnover rate for call centers is 42%, we proudly ended the year at a much lower rate of 25%. This is a testament to our efforts to create an engaging and supportive workplace.
Celebrating Diversity
2024 International Potluck
Growth & Development
At InCharge, we want all of our clients to know this: Your Dreams Matter. Hear their voices as they talk about the experience of working with InCharge.
Employee Mentor Program
11 mentors actively engaged in supporting and guiding over 20 employees across the organization, fostering professional and personal growth.
Employee Spotlight
Hubert Antoniewicz
From Poland to Orlando, Hubert Antoniewicz, CFA’s journey is a testament to hard work, adaptability, and pursuing opportunities with an open heart.
At InCharge, Hubert’s problem-solving skills and drive for efficiency have transformed the way we work—automating processes, saving time, and creating space for smarter analysis. His impact speaks to his commitment to excellence and growth.
Read more about Hubert’s incredible journey and his contributions to InCharge in the full article
giving back!
Community Outreach
We are not an island. Uniting with our team, clients and community amplifies our impact.
In 2024, we launched a paid Employee volunteer program. Then we spread out all over Central Florida, using our hands, hearts and minds to make a difference in our own backyard. From feeding the hungry to honoring our fallen soldiers, we logged over 200 volunteer hours.
Southeastern
Food Bank
InCharge Angels Give Back
For the first time ever, we sponsored three Thanksgiving dinners: one for our entire team, one for a client with facing a difficult diagnosis and one for a local family in need. The Angels at InCharge (our staff) also raised money to send gift cards to 4 clients dealing with extraodinary hardship during the holiday season. "Thank you, thank you, thank you. Nobody has done anything like this for me in years," shared one of our recipients.
InCharge Awarded Best Places to Work, Third Year in a Row
A proud reflection of our employee-first culture and engagement initiatives.
Memberships and Affiliations
Council on Accreditation, Successful re-accreditation in 2024
Housing and Urban Development, Successful Re-Certification in 2024
National Foundation for Credit Counseling
Financial Counseling Association of America
Better Business Bureau of Central Florida (accredited), A+ rating
EOUST: Executive Office for United States Trustees (approved to offer bankruptcy education)
Our Board of Directors
InCharge Debt Solutions
- Susanna Kondracki: Principal and Owner, Golden Woods Consulting
- Robert Ruiz: Associate General Counsel, Illinois Criminal Justice Information Authority
- Julie Swift: Founder, Julie Swift LLC
- Carey Tarbell: Managing Director, VOX Global
- Jeffrey Tassey: Attorney at Tassey & Associates
- Patricia A. “Trish” Wexler: Managing Director, Corporate Communications
- Monika J. Wilczak: PhD, Executive Advisor, US Government
InCharge Education Foundation
- James Harris: President, Blue Water Homes
- Monika J. Wilczak: PhD, Executive Advisor, US Government
- Robert Ruiz: Associate General Counsel, Illinois Criminal Justice Information Authority