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Customer Vulnerability Training Framework

3-STEP TRAINING FRAMEWORK

The eMatrix Vulnerability Training Framework has been developed to better understand, assist, and support vulnerable customers, and to build resilience and capability in staff.

INCREASE AWARENESS
(ORGANISATION WIDE)

Increase organisational wide awareness and understanding of customer vulnerabilities. The eMatrix vulnerability awareness series of training modules are developed with subject matter experts in the fields of mental health, trauma, family violence, clinical psychology, conflict resolution, and insolvency.The program seeks to remove judgement, challenge and disrupt preconceived ideas, and provides practical strategies to better support and assist vulnerable customers, and staff.

CONNECT & ENGAGE
(FRONT LINE)

Upskill staff to better connect and engage with vulnerable customers through positive language, empathy, active listening and other specialist communication techniques.These training modules will empower staff to be in control of challenging conversations, to reduce customer conflict, and to protect their own emotions.

3. MASTER HARDSHIP & COLLECTIONS
(SPECIALIST TEAMS)

Targeted training content designed for more specialist teams such as hardship and customer advocacy. These advanced modules focus on improved outcomes and solutions for the more vulnerable customers that may be experiencing hardship, and resilience building strategies for the staff assisting them.

What is Customer Vulnerability

A vulnerable customer is someone who, due to their own personal circumstances, is able to be easily harmed, influenced or exposed to loss. Customer Vulnerability can be caused or exacerbated by organisations that are not acting with appropriate levels of care. Vulnerability is a fluid state that needs flexible and tailored responses.

VULNERABILITY AWARENESS MODULES

WHAT IS
VULNERABILITY?

  • Why it is everyone’s business
  • What it means for customers and how that impacts your organisation
  • Your role and how you can provide support to ensure you act with appropriate levels of care
Up to 1 hour

MONEY &
HARDSHIP

  • Understand why illiteracy rates in Australia are so high
  • Understand financial illiteracy and how that impacts customers and challenges it can present
  • Why we don’t talk about money, what is financial vulnerability and what hardship means
Up to 1 hour

TRAUMA

  • Understand what trauma is, types of trauma, its prevalence and effects
  • Understand what is means when dealing with your customers and how to better engage with people who may have experienced trauma.
Up to 1 hour

MENTAL
ILLNESS

  • Understanding mental illness, common types, and prevalence
  • Australian statistics and mental health in today’s world
  • Debunk myths
  • The signs that a customer may be experiencing a mental illness
  • 6 strategies for communicate effectively
Up to 1 hour

DRUGS &
ALCOHOL

  • Understand substance addiction and/or abuse, types of addictions and the reasons why people become addicted
  • The impact of substance addiction, perceptions, statistics, causes, society and businesses
  • Learn how to watch out for the signs of addiction and understand what support is available
Up to 1 hour

GAMBLING

  • Understand gambling addictions and the pathways of gambling
  • Know the impacts of gambling addictions on a person’s life and those around them
  • Facts and myths and what it looks like in the current environment
Up to 1 hour

DISABILITY

  • Understand the term ‘disability’, common types and causes
  • Understand the impact it can have on customers communicating with your organisation
  • Look at examples and what you can do
Up to 1 hour

CARERS

  • Understand carers, types of carers and what burnout means
  • Common signs and symptoms of caregiver stress
  • Know how to support your customers who are carers
Up to 1 hour

SMALL BUSINESS
VULNERABILITY

  • Know the statistics of small businesses in Australia, set up failure rates and why it is so tough
  • Understand the impact of COVID-19 and how it impacts small business owners financially on a personal level
  • Know how to support small business owners in challenging times
Up to 1 hour

ELDER FINANCIAL
VULNERABILITY & ABUSE

  • Understanding Elder Financial Abuse and how this happens
  • Awareness of the causes of financial vulnerability in the elderly
  • Understanding how an organisations products and services can be used by a perpetrator of financial abuse
  • Know how to support a victim of elder financial abuse and the right path of action
Up to 1 hour

VULNERABILITY IN NUMBERS

18

OF PEOPLE

in Australia have a disability

AIHW (Australian Institute of Health & Welfare)

66

OF PEOPLE

in Australia will experience events that are potentially traumatic

ABS (Australian Bureau of Statistics)

45.5

OF PEOPLE

will experience a mental disorder at some point in their lifetimes

NSMHWB (Australian National Survey of Mental Health and Wellbeing, 2007)

38.4

OF DEATHS

amongst 15-24 year olds was due to suicide

AIHW (Australian Institute of Health & Welfare)

17

OF WOMEN

in Australia have experienced family violence

NSMHWB (Australian National Survey of Mental Health and Wellbeing, 2007)

17

OF PEOPLE

over 60 have experienced financial abuse

(World Health Organisation)

Delivery

Training is delivered face-to-face, virtually and online. Expert content is available to licenceor to buy outright. Available in ‘Train-the-trainer’ format with full instructor guides and a support masterclass for long term sustainability of the program.