Post on 14-Jan-2016
transcript
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
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