Vulnerability: identification and support

Starting a conversation about vulnerability with a customer can be difficult. Staff need to know what they are trying to identify and how they may be able to support a customer’s set of circumstances. Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at three main areas for firms to consider: - Identification - why does identification matter when it comes to vulnerability and who/what are we trying to identify? - Engagement - how do we move the conversation from identification to support? - Support - what support that can be given to people in vulnerable situations and where does the responsibility of firms end? Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by: - Debbie Gill, Specialist Support Team Manager, Vanquis Bank. Morven Lean, Programme Partnerships Officer at the Alzheimer’s Society. - Dan Clarke, Vulnerable Customer Specialist at Monzo. - Caroline Wells, Customer Service Expert at the Money Advice Trust and founder of MeIncluded.