Vulnerability Awareness Training

At Better Pathways, we have been supporting people in situations of vulnerability for over 60 years. We know the signs to look for, the language to use, the approaches to take, and the consequences when vulnerabilities go unidentified.

Supporting people in situations of vulnerability comes naturally to us, but we know this is not the case in many workplaces, where employees, both in person and over the phone, seek to do their best for consumers and customers, sometimes in difficult and unpredictable circumstances.

This is why we have developed our innovative, online-based, Vulnerability Awareness Training, for employers who want to do their very best for the people they serve, and for the staff they train to deliver excellent customer service.

Module 1: Vulnerability Basics

(Approx. 15 minutes)

• What may cause someone to be in a situation of vulnerability
• Recognising the signs of vulnerability
• What a person in a situation of vulnerability might say during a call
• How to meet the needs of customers in situations of vulnerability
• Things to say and not say: terminology
• Policies and procedures
• Keeping records

Module 2: Understanding Mental Health and Mental Illness

(Approx. 15 minutes)

• What is mental health and mental illness
• Recognising the signs of poor mental health and mental illness
• How to respond to these signs and manage the conversation
• Things to say and not say: terminology
• Suicidal crisis
• Tools and resources to consider
• How to meet the needs of customers with poor mental health and mental illness
• Looking after your own wellbeing

Our Training

• What is mental health and mental illness
• Recognising the signs of poor mental health and mental illness
• How to respond to these signs and manage the conversation
• Things to say and not say: terminology
• Suicidal crisis
• Tools and resources to consider
• How to meet the needs of customers with poor mental health and mental illness
• Looking after your own wellbeing

Organisations benefitting from this training will be able to use this approach to evidence regulatory compliance (if appropriate), moreover, working with us presents a great opportunity to demonstrate support for our charity and a commitment to delivering social impact.