FCA & Consumer Credit Regime DWF help you navigate through the changes.

DWF

Vulnerable Customers and Mental Health

This course is split into two parts to ease the learning process for the user.  Part 1 provides an overview of vulnerability and dealing with the initial disclosure and Part 2 examines more in-depth issues such as mental capacity limitations and suicide threats. Both courses follow the same format covering information and guidance in this area, industry recognised tools, example scenarios and conversations.

Course details (Part 1):

  • Understanding factors that can cause and conditions that can lead to vulnerability (e.g. addiction, mental health, life events such as divorce, bereavement etc…).
  • Industry recognised tools for dealing with vulnerability – TEXAS and IDEA.
  • Scenarios and example telephone calls to assist with understanding.
  • The need to obtain further medical evidence.

Course details (Part 2):

  • Understanding the statutory principles of the Mental Capacity Act 2005.
  • Industry recognised techniques for dealing with suicide threats (HARMED) and for dealing with someone else on behalf of a vulnerable customer (CARERS).
  • Scenarios and example telephone calls to assist with understanding.
  • Making a decision on how to proceed with a case.
  • Tips for improving awareness of the issue of vulnerability and support for staff generally.

Both courses conclude with an assessment of 10 random questions requiring a pass mark of 80% in order to successfully receive an accreditation from DWF.

To discuss your specific requirements and the cost of providing you with a training solution based on this key area, please contact us »

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employment@dwf.co.uk

FCA & Consumer Credit Regime DWF help you navigate through the changes.