Dealing with Vulnerable and
Disadvantage Clients
Presenter: Phillip Powell, B.Bus. Dip Community Services (Financial Counselling),
Financial Counselling Practice Supervisor – Anglicare Tasmania
Vulnerable Person?
Partially–sighted
client may have
difficulty reading
key documents
Age - old or
very young
Homeless
Relationship
break up
Learning
capacity
Illiterate or
their first
language is not
Domestic
violence
Loss of a
job
Low
income
Mental or physical
infirmity
Addictions gambling, drugs
or alcohol
Death in the
family
Vulnerable Person?
Normal commercial transaction assumptions:-
Informed choice on appropriate
product or service.
Vulnerable consumer assumptions:Trusting of information, acting in their
best interest.
Risk of being manipulated by
unscrupulous operators.
Basic needs of people seeking help:To be dealt with as an
individual rather than as
a case or category type.
To express feelings, both
negative and positive.
Acceptance as a person
of worth, with innate
dignity.
A sympathetic and
emphatic understanding
of and response to the
feelings expressed.
Neither judged nor
condemned for the
difficulties they find
themselves in.
Make own choices and
decisions concerning
their own life.
Confidential information.
Communication
Use Of language to frame conversation
“What’s brought you here today?”
Speak of Issues rather than Problems
Stay interested by listening
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
BE AWARE
$ Dilemma
Practical Tips
1. Speak clearly
2. Be patient
3. Show empathy
Do not rush them, interrupt
or show impatience
Remember vulnerability can
cause forgetfulness or overly
trusting traits
4. Do not assume you know what their needs are
5. Clarify understanding at every point
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