Disclosure of Vulnerability Quick Guide
A guide to aid employees’ responses when a customer discloses a vulnerability.
Sharing personal information isn’t easy, so it is important to be respectful.
This guide offers appropriate initial responses. This is followed by questions to clarify the support the customer may need from your organisation. Asking these questions, and listening to the customer, helps to avoid assumptions and allows them to direct 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.