This course has passed.

Overview

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

Our Identifying and Supporting Vulnerable Service Users 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.

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. Leave the day knowing how to adapt and change your support based on the ever-changing nature of vulnerability and take back an action plan to improve the support given to service users.

COVID-19 Safety at Our Events
The safety of our delegates is extremely important to us, to find out what measures we have in place to ensure our face-to-face courses remain COVID-19 safe, click here. 

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

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

Agenda

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09:15 - 09:45

Registration

09:45 - 10:00

Trainer’s Welcome and Clarification of Learning Objectives

10:00 - 11:00

Understanding and Recognising Vulnerability

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

Break

11:15 - 12:15

Responding to Vulnerability: Develop Processes and Procedures

Utilise the three key elements of empathetic communication

  • Active listening
  • Effective questioning
  • Responding not reacting
  • Train staff to deploy more empathetic communication techniques
  • Apply the S.H.U.S.H and BRUCE techniques to respond to vulnerability
12:15 - 13:00

Lunch

13:00 - 14:15

Address and Overcome Digital Vulnerability

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

Break

  • 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
14:30 - 16:00

Workshop: Action Planning

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

Round Up and Key Takeaways

  • Embed the voice of your customer in any improvement 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 supports vulnerable service users

Venue

Central London