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How to support vulnerability

Tuesday 18, Feb 2020

How is your organisation best placed to support consumers in vulnerable circumstances?

This year has already seen some remarkable events, which has brought in sharp focus the nature of vulnerability for us all.  As a complaint handler and customer care leader what service provisions do you have in place to support the 30 – 40% of your customer and employee base that may experience vulnerability this year. Building staff confidence and capability to recognise and assess vulnerability is the first step to assisting your customers and staff. 

Your own employees may be experiencing vulnerability while engaging with customers in vulnerable circumstances. Building staff confidence and capability to recognise and assess vulnerability is the first step to assisting your customers and staff.  

Staff teams need tools that will help them stabilise conversations. The vulnerability framework provides a way of working with complex issues that is easily remembered, manageable and accessible. 

SOCAP members and industry have found practical value on our online Vulnerability training. 

 “It not only leaves you with a useful reference guide at the end, it helps you understand people a little better and that understanding is one of the keys to success when interacting with vulnerable consumers.“ (Gavin Watts, RACQ Group)

Support your complaint handling front line staff, to identify the behaviours of vulnerability and provide services appropriate for customers in vulnerable circumstances with  Assisting Customers in Vulnerable Circumstances online training.  

See how industry is providing best practice service provision for consumers in vulnerable circumstance at the SOCAP Customer Vulnerability Forum in March and how you can provide a stable space for consumers to make their own decisions.