This course has passed.


Providing support both remotely and virtually to vulnerable customers and service users is a challenge.

This virtual course has been specifically designed to increase the awareness, capabilities and confidence of front-line staff in identifying and supporting customers who may be potentially vulnerable.

Through the use of virtual breakout rooms that facilitate smaller working groups, delegates will gain valuable knowledge to help remotely support the most vulnerable.

Attend this course to understand what vulnerability is and how it affects individuals; gain a better understanding of coronavirus vulnerabilities; recognise potential organisational risk of harm; and ensure you adapt to people’s needs.

During this course delegates will explore the 4 key steps in supporting vulnerable people. Course materials and resources will be distributed online to aid your learning during the day.

There will be plenty of opportune moments for you to network, share resources and experiences with other delegates. Gain valuable contacts with other like-minded peers to help create an invaluable support network to aid your vulnerable service users’

Unlocking the Power of Virtual

Our virtual courses have been designed with you in mind. From group exercises in breakout rooms to live chat, whiteboards and interactive polls, we use a range of tools and techniques to ensure that you can connect with your trainer; network and share best practice with your peers and leave the day with the skills you need.

Our courses provide you with an interactive and engaging learning environment that can be accessed from any location, helping you to continue to connect, learn and grow.

Please note this course will be using Zoom to deliver the day. 

trainer photo
Helen Pettifer
Customer Service Consultant

Helen Pettifer is truly passionate about customer service, having worked as a Customer Service Manager in the security industry leading many teams providing on-site support and call-centre services.

As a consultant, she brings advice and support to companies on both internal and external customer service, she is very experienced in designing and delivering training courses covering a variety of topics on customer engagement and interaction and is also a public speaker on the subject.

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Learning Outcomes

  • Understand what vulnerability is and how it affects individuals
  • Discover different approaches to help recognise potentially vulnerable customers
  • Identify the specific needs customers have when dealing with organisations
  • Gain practical knowledge on how to adapt service levels to effectively meet these needs
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:25 - 09:30


09:30 - 10:00

Virtual Ice Breaker and Clarification of Learning Objectives

10:00 - 11:00

Understanding Vulnerability

  • Definition of vulnerable customers
  • Drivers of vulnerability
  • Understanding vulnerable situations and circumstances
  • Impact of vulnerability
11:00 - 11:15


11:15 - 12:15

Recognising Vulnerability and Identifying Needs

  • Indicators of vulnerability
  • Understanding all behaviour
  • Encouraging disclosure
  • Detection vs Volunteering
  • Understanding Coronavirus vulnerabilities
12:15 - 13:00


13:00 - 13:15

Reflection Session

  • Trainer will review the day’s learning and the next stages of the course
  • Delegates will have time to ask questions and share views with one another
13:15 - 14:15

Recognising Potential Organisational Risk of Harm

  • Understanding vulnerabilities prevalent in customer base
  • Identifying barriers to accessibility
  • Identifying risk factors in customer journey
14:15 - 14:30


14:30 - 15:30

Adapting to Needs

  • Adapting communication styles and channels
  • Signposting
15:30 - 16:00

Plan of Action

16:00 - 16:15

Round Up and Key Takeaways