Detecting Vulnerability Quick Guide
A guide for employees who detect that a customer’s behaviour, words or actions indicate they may need additional support.
Many customers will not identify themselves as vulnerable. Others believe that there is no need or benefit to sharing information.
This guide offers questions that employees can ask to encourage the disclosure of vulnerable circumstances. It also offers responses that reassure customers that their disclosure is beneficial, not detrimental, to the support they receive.
This is one of a Set of Quick Guides designed to help employees respond to customers experiencing vulnerable circumstances.
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The questions and responses in this guide are designed as an aid to support customer conversations. Individuals can use these as a prompt and can rephrase or adjust them as needed to reflect their own natural vocal style.