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2025
Annual Report
A Message From Our CEO
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
$0m
Debt Repaid in 2025
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Homebuyer Education Courses
Meeting People Where They Are
- Successfully serviced 138,349 client solutioning calls, totaling 41,955 counseling hours.
- Enhance communication effectiveness via SMS, deploying 280,745 text messages with a 87.8% deliverability rate.
- Integration of online chat, resulting in 9,526 chat interactions.
Client Experience
- Successfully serviced 88,708 client calls with a 97% answer rate.
- Customer Satisfaction Survey yielded an impressive 94.58% score.
- Reduced clients cancel requests by -2.4% from prior year, a total of 95 clients retained.
Creditor Support
- Successfully serviced 20,887 client emails, +18.9% to PY.
- In 2025 the Payment Programmers, manually processed 319,412 client payments.
- In 2025 we submitted 999,632 creditor payments via RPPS.
TEam InCharge
2025 was a year of meaningful progress and transformation. As we strengthened our systems and infrastructure, we also continued investing in our people and culture. We look ahead to 2026 focused on building an even stronger foundation for our team and the communities we serve.
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Investing in our Workforce
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Industry
LOW
Turnover
0%
While the industry average turnover rate for call centers is 42%, we proudly ended the year at a much lower rate of 16.7%. This is a testament to our efforts to create an engaging and supportive workplace.
2025
Biometric
Health
Fair
2025
Biometric
Health
Fair
National Media Recognition
CEO Loretta Roney Featured in U.S. News & World Report
CEO Loretta Roney was featured in U.S. News & World Report discussing the pros and cons of using personal loans to pay off credit card debt amid record-high balances nationwide. Her perspective reinforced InCharge’s role as a trusted nonprofit resource, helping consumers explore responsible options that support long-term financial stability.
giving back!
INCharge impact day
Volunteer: Give Kids The World
In 2025, we were able to volunteers at Give Kids The World Village and make a difference in the lives of others! Volunteers are the heart and soul of the Village. Passionate volunteers contribute their time and talent helping to create priceless memories for children with critical illnesses and their families during magical weeklong wish vacations in our whimsical, storybook Village.
InCharge Named One of Orlando Sentinel's Top Places to Work
In 2025, InCharge Debt Solutions was honored as the #12 Top Workplace by the Orlando Sentinel and received a Specialty Award for Communication. This recognition reflects the culture our employees have built, rooted in trust and collaboration. We’re proud to foster a workplace where people feel supported, heard, and united by a shared mission to help individuals and families regain financial stability.
Memberships and Affiliations
Accredited through the Council on Accreditation (COA) by Social Current
Approved Housing Counseling Agency by the U.S. Department of Housing and Urban Development (HUD)
Member of the National Foundation for Credit Counseling (NFCC)
Member of the Financial Counseling Association of America (FCAA)
A+ Accredited Business by the Better Business Bureau of Central Florida (BBB)
Approved Agency by the Executive Office for United States Trustees (EOUST) to provide Credit Counseling and Debtor Education in compliance with the Bankruptcy Code.
Member of the Hispanic Chamber of Commerce
Our Board of Directors
InCharge Debt Solutions
- Robert Ruiz: Supervising Administrative Law Judge, Illinois Department of Employment Security
- Nancy Samson: Vice President Owner Member Marketing, Blue Green Vacations
- Julie Swift: Founder, Julie Swift LLC
- Carey Tarbell: Executive Vice President & Chief Client Officer, VOX Global
- Jeffrey Tassey: Principal, Tassey & Associates
- Patricia A. “Trish” Wexler: Chairwoman: Managing Director, Corporate Communications, JPMorgan Chase
- Monika J. Wilczak: Principal/Partner ZS Associates
InCharge Education Foundation
- Monika J. Wilczak: Principal/Partner ZS Associates
- Robert Ruiz: Supervising Administrative Law Judge, Illinois Department of Employment Security