Dealing with Vulnerable and Disadvantage Clients

Presenter: Phillip Powell, B.Bus. Dip Community Services (Financial Counselling), Financial Counselling Practice Supervisor – Anglicare Tasmania

Vulnerable Person?

Mental or physical infirmity

Age - old or very young

Learning capacity

Illiterate or their first language is not English

Low income

Relationship break up

Loss of a job

Death in the family

Addictions - gambling, drugs or alcohol

Homeless

Partially–sighted client may have difficulty reading key documents

Domestic violence

Vulnerable Person?

Normal commercial transaction assumptions:-

Vulnerable consumer assumptions:-

Informed choice on appropriate product or service.

Trusting of information, acting in their best interest.

Risk of being manipulated by unscrupulous operators.

Basic needs of people seeking help:-

To express feelings, both negative and positive.

Acceptance as a person of worth, with innate dignity.

Make own choices and decisions concerning their own life.

Confidential information.

To be dealt with as an individual rather than as a case or category type.

Neither judged nor condemned for the difficulties they find themselves in.

A sympathetic and emphatic understanding of and response to the feelings expressed.

Communication

“What’s brought you here today?”

Speak of Issues rather than Problems

Stay interested by listening

Use Of language to frame conversation

NOT Listening

When you ….• Say you understand• Have an answer before problem fully told• Cut the story off• Finish my sentences• Are dying to tell me something• Tell your experiences• Refuse thanks

ARE Listening

When you ….• Try to gain understanding even when it’s not making

sense• Grasp my point of view, even when clashes with own

views• Feel tired and drained from conversation• Give dignity by allowing own decision making• Allow ownership of problem• Hold back the desire to give good advice• Allow room for self discovery• Accept gratitude

Mental Capacity Act

States “ that a person is unable to make a specific decision if they:-- cannot understand information about the

decision to be made,- cannot retain that information in their mind, - cannot use or weigh that information as part

of the decision making process; or- cannot communicate their decision.”

Signs of Mental Incapacity

When …• Asks to speak up or speak more slowly• Appears confused• Takes long time to answer questions• No understanding due to language barrier• No understanding of previous spoken or

written communications

BE AWARE

$ Dilemma

Practical Tips1. Speak clearly

2. Be patient

3. Show empathy

4. Do not assume you know what their needs are

5. Clarify understanding at every point

Do not rush them, interrupt or show impatience

Remember vulnerability can cause forgetfulness or overly trusting traits

Is there anything that you would like me to explain?

Practical Tips

6. Do not assume sight and hearing abilities.

7. Ask whether there is anyone else they need to talk to before making decision.

8. Well looked after people, look after people well.

Look after yourself SAFETY PLAN