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Learning the language of vulnerability

There are various practical approaches to dealing with vulnerable clients

Greenwood-MarkThere are regulatory and societal reasons why vulnerable clients should be on advisers’ radars. There’s been a lot of focus on the importance of a vulnerable persons’ policy, FCA guidance in this area so far, and types of vulnerability. Here I look at how to approach dealing with vulnerable clients in practical terms.

Once you have identified a client as vulnerable, it is not recommended to label or notify this to them in direct language because this could prove offensive or distressing, and might exacerbate the issues. Instead, this will be reflected in the outcome of the advice or service based upon their circumstances.

A number of academic theories are widely used when dealing with types of vulnerability. This article is not written to provide you with the skills to apply these in practice but to make you aware of some of the approaches you can take when you have spotted a vulnerability red flag. These theories are often recognised by their acronyms and include: BRUCE, IDEA and TEXAS.

Each theory adopts a different type of questioning to understand, interact with and support people in areas of health and mental health. The table below contains some examples, and the following are vulnerability red flags:

  • Struggle to recall or communicate basic personal information
  • Become unexpectedly and highly emotional
  • Struggle to understand information or explanations
  • Provide conflicting information or answers
  • Repeat themselves
  • Have conversations that appear far-fetched, extreme or erratic
  • Mention they are moving into care or in with family
  • Are prompted in the background by third parties
  • Do not recall recent conversations or details of the policies they hold

Make sure you record details of your conversations, and the reasons you made the decisions you did regarding the advice and recommendations delivered.

BRUCE

When your client has mental capacity limitation

Behaviours Consider the things a customer says or does. These may be triggers that suggest they’re struggling with decision making.
Remembering 

“Would it be helpful if I went over that again?” 

“Would it be helpful if I put that in writing?” 

“Is there someone that usually helps you with your finances?”

Understanding 

“Do you want to tell me what you’ve understood so far and I can fill in gaps.” 

“Would it help if I explained that again?” 

Communicating 

“Is there another way you’d like us to communicate with you?” “Is there another time when it would be better to have this conversation?” 

“Take your time.”

Evaluate  (or weigh up options)

“Would it be helpful to go through each option again?” 

“Do you have someone you normally talk these things through with?”

IDEA

When talking to a customer about their situation or health condition

Impact 

“What are you finding hard?” 

“What has been the impact on your day-to-day living?”

Duration 

“When did this first start to happen?” 

“How long have you been experiencing this?”

Experience 

“Is this happening often?” 

“Have you experienced this before?”

“Could it happen again?”

Assistance 

“Are you receiving any support / assistance / medication?” 

“Have you asked about whether you’re entitled to more support / assistance / benefits?”

TEXAS

To gain consent to record sensitive information shared by your client

Thank them

“Thank you for sharing.” 

“I appreciate you telling me what’s going on for you.” 

“I appreciate you sharing how you’re feeling.”

Explain how the information will be used

“I can make a note on our records.” 

“This will mean you won’t need to keep repeating yourself.” 

“It will help us support you better.” 

“We can see what we can do to help.” 

“This information will only be shared within our organisation.”

Gain eXplicit consent  “Are you happy for me to make a note of what you’ve shared today?”
Ask 

“Is there anything you’d like us to do which will help?” 

“Are you getting any help from anywhere – for example family?” 

You can also use IDEA for additional help on asking questions.

Signpost

“Some of our customers have found it helpful to speak to ……..” 

“Do you have a list of external experts we can signpost to?”

“Leave it with me and I’ll see what more we can do to support you.” 

You can then either speak to your vulnerable client champion for more information or search online.

Mark Greenwood is director of compliance services at The SimplyBiz Group 

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