Identifying Customers in Vulnerable Situations is a bitesize e-learning module designed for frontline staff across a range of organisations who may encounter households experiencing vulnerability in relation to energy use.
The course helps learners recognise the signs of potential vulnerability and provides practical guidance and basic tools to enable them to signpost customers to appropriate support and assistance.
This short virtual training module is designed for frontline staff from a range of organisations who might encounter households in vulnerable situations in relation to their domestic energy use. This includes those staff who undertake customer home visits or who speak to customers by phone. It is designed to be viewed either on individual mobile device or as a group ‘toolbox talk’ presentation.
PLEASE NOTE: this course will focus on how to identify customers in vulnerable situations. Individual organisations will need to be mindful of their own procedures for safeguarding and signposting customers to outside agencies.
The bitesize course aims to help learners recognise a potentially vulnerable situation, and to equip learners with basic tools to identify those customers who might experience a vulnerable situation in relation to their home energy supply. It aims to offer basic strategies to support customers, so that their specific needs are recognised and appropriate signposting is offered.
Explain:
- How to recognise a vulnerable situation
- How to identify risk factors for customers in vulnerable situations relating to home energy use
- Possible ‘red flags’ and triggers which might be seen or heard in customer interactions
- How to identify limitations in customers’ communication
- Signposting to Priority Services and other external support agencies
- What is a vulnerable situation
- Risk factors leading to vulnerable situations
- Using triggers or red flags to identify a vulnerable situation or customer
- Using the CARE framework to recognise limitations in customer interactions
- Signposting and safeguarding
Please note that the course content will focus mainly on England and Wales. If you are based in Northern Ireland or Scotland and interested in this course, please contact trainingadmin@nea.org.uk before booking so we can discuss the main differences.
This course will take approximately 20 to 30 minutes to complete however each learner is different and e-learning offers the flexibility to study at your own pace. Learners will have access to the course for four weeks from their selected start date.
E-Learning (short bitesize module)
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The ‘bitesize’ format means that the course is brief and designed to provide a basic introduction to the topic (more in-depth course are available upon request).
Our e-learning courses are self‑led, allowing learners to study at a time and place that suits them.
Once registered, learners will have four weeks’ access to the course content, enabling them to progress through the material at their own pace and fit learning around other commitments.
The course features audio throughout and incorporates a range of engaging learning tools, including videos and interactive activities, to support effective learning.
Tutor support is also available on request throughout the learning period.
There are no set dates, learners choose when they would like to start on their booking form, and we send the course login details to match.
You can book up to 20 places using the standard booking form.
We also offer organisational licences for organisations with a larger number of staff to train. These licences provide unlimited learner access for either 6 months or 12 months.
An organisational licence includes:
- A tailored version of the course customised specifically for your organisation
- Two bespoke slides within the course to include organisation-specific information, such as local schemes, contact details or internal processes
- The option to purchase additional tailored slides if required
- The ability to nominate an administrator, who will have access to reporting on learner activity
Please note that organisational licences are not funded. For further details, including costs and terms, please contact us.
This course is currently only available via e-learning. If you are interested in a webinar or in-person version, please contact us to discuss options.
At present, there are no funded places for this course.
All courses and processes are assessed in line with BSI ISO 9001 quality management standards.
To maintain their effectiveness, courses are reviewed and updated on a regular basis. If you identify any gaps, inaccuracies, or areas for improvement, we encourage you to share your feedback with us.
Upon successful completion of the course, learners will be able to download a certificate of completion for their CPD records.
If you have any questions, please contact us to discuss.
Fees
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Individual licence – per person | £21 plus VAT | £23 plus VAT |
| Organisation licence – per organisation | Contact NEA for details | Contact NEA for details |
| Not for profit organisation | Commercial organisation | |
|---|---|---|
| Individual licence – per person | £23 plus VAT | £25 plus VAT |
| Organisation licence – per organisation | Contact NEA for details | Contact NEA for details |
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