Public sector organisations have done a terrific job at assisting vulnerable people during this difficult time. However, providing support both remotely and virtually to vulnerable customers and service users is challenging for all involved.

This ‘Remotely Supporting Vulnerable Service Users’ In-House course will increase the awareness, capabilities and confidence of front-line staff in identifying and supporting customers who may be potentially vulnerable.

Run this course for your organisation 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 service users.

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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Understanding Vulnerability

  • Definition of vulnerable customers
  • Drivers of vulnerability
  • Understanding vulnerable situations and circumstances
  • Impact of vulnerability

Recognising Vulnerability and Identifying Needs

  • Indicators of vulnerability
  • Understanding all behaviour
  • Encouraging disclosure
  • Detection vs Volunteering
  • Understanding Coronavirus vulnerabilities

Recognising Potential Organisational Risk of Harm

  • Understanding vulnerabilities prevalent in customer base
  • Identifying barriers to accessibility
  • Identifying risk factors in customer journey

Adapting to Needs

  • Adapting communication styles and channels
  • Signposting