Morning

09:00 - 09:10

Course Introduction

Helen Pettifer

Vulnerable Customer Trainer & Consultant

09:10 - 10:45

Understanding Vulnerability

  • Defining a vulnerable customer
  • The 6 drivers of vulnerability
  • The impacts of vulnerability
  • Recognising and mitigating organisational harm
  • Understanding the correlation between debt and poor mental health
  • Understanding organisational and individual responsibilities
10:45 - 11:00

Morning Break

11:00 - 12:30

Recognising Vulnerability

  • Our thinking and assumptions around vulnerability
  • Understanding behaviours and characteristics of vulnerability
  • Volunteered and detected disclosure
  • BRUCE and TEXAS tools
  • Recording vulnerability respectfully and compliantly

Participants will be given an hypothetical scenario to test their individual decision-making approach

12:30 - 13:15

Lunch

Afternoon

13:15 - 14:30

Responding to vulnerability

  • The 4 elements to vulnerable customer conversations
  • Recognising customers needs
  • The role of active listening
  • The role of empathy
  • Handling difficult conversations
14:30 - 14:45

Afternoon Break

14:45 - 15:50

Supporting Vulnerable Customers

  • Recognising and addressing practical needs
  • The role of signposting
  • When and how to signpost
  • Signposting resources
  • Supporting colleagues

Participants will be divided  in small groups to  develop brief research activity 

15:50 - 16:00

Reflection, feedback and close of course