Following requests from members to provide training on recognising and responding to vulnerable customers the BSA has linked up with the Samaritans to launch a bespoke online vulnerability training course for members who don’t have in-house capability to deliver this.
One of the key requirements of the FCA’s Guidance for firms on the fair treatment of vulnerable customers (published in February 2021) is that to achieve good outcomes for vulnerable customers firms should 'ensure that their staff have the skills and capability to recognise and respond to the needs of vulnerable customers'.
The course is led by an expert Samaritans facilitator and uses a variety of tools to encourage interaction and group learning. It will help participants to:
- Identify factors that can create vulnerability
- Assess emotional health using the Emotional Health Scale
- Recognise signs of vulnerability in others
- Explore and practice active listening skills
- End conversations sensitively and effectively
- Signpost people to sources of additional support
Who should attend?
The online course will be delivered over two half-days and is aimed at anyone who has contact with vulnerable customers, service users – or colleagues – on a daily basis; and will help them to manage those conversations effectively with confidence and sensitivity.
Timings for each day:
Tuesday, 7th December - 09:30 to 12:30 (approx.)
Wednesday, 8th December - 09:30 to 12:30 (approx.)
£350 (VAT exempt) - BSA Members only
Online payment by credit card at the time of booking.
Registration is via the online form only.
Due to the nature of the training places on the course are limited.
Further dates will be arranged in early 2022.