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Providing support remotely to vulnerable customers and service users during this time is a significant challenge.

This Remotely Supporting Vulnerable Service Users 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.

Delegates will gain invaluable knowledge to help remotely support the most vulnerable.

Attend this course to improve how you identify and respond to vulnerable service users; address cases of digital vulnerability and ensure your website accessibility is compliant with the latest regulation; adapt and change your support based on the ever-changing nature of vulnerability, and take back an action plan to improve the remote support given to service users.

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. Click here to discover more!

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

  • Gain a firmer overview of vulnerability and how it manifests itself
  •  Learn how to identify vulnerable service users
  • Address cases of digital vulnerability and comply with the latest regulation
  • Adapt your support due to the ever-changing nature of vulnerability
  • Take back an action to your organisation to improve the remote support given vulnerable service users
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 and Recognising Vulnerability

  • Gain an overview of what vulnerability is
  • Train staff to identify and respond to cases of vulnerability
  •  Identify the 4 drivers of vulnerability and assess its impact
  • Understand the key behaviours and characteristics of vulnerability
  • Mitigate potential risks of harm
11:00 - 11:15


11:15 - 12:15

Responding to Vulnerability: Develop Processes and Procedures

  • Utilise the three key elements of empathetic communication (Active listening, Effective questioning and Responding not reacting)
  • Apply the S.H.U.S.H and BRUCE techniques to respond to vulnerability
  • Train staff to deploy more empathetic communication techniques
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

Address and Overcome Digital Vulnerability

  • Assess what digital vulnerability is within your community
  • Identify and assist vulnerable service users with limited digital literacy
  • Comply with the latest website accessibility regulation
14:15 - 14:30


14:30 - 16:00

Workshop: Action Planning

  • Embed the voice of your customer in any improvement of services: focus group and feedback surveys
  • Gain techniques to improve the customer journey
  • Adapt to the changing nature of vulnerability
  • Take back an action plan to improve how your organisation remotely supports vulnerable service users
16:00 - 16:15

Round Up and Key Takeaways