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1.	Introduction to ‘Vulnerable Customers and those with Complex Needs’ Learning Journey

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1.	Introduction to ‘Vulnerable Customers and those with Complex Needs’ Learning Journey

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2.	Recognising our vulnerable customers and those with complex needs and understanding barriers to support

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2.	Recognising our vulnerable customers and those with complex needs and understanding barriers to support

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3.	Exploring your own values and biases when working with vulnerable and complex customers

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3.	Exploring your own values and biases when working with vulnerable and complex customers

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5.	Communication Matters – building positive inter-personal relationships with customers

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5.	Communication Matters – building positive inter-personal relationships with customers

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4.	Assisting vulnerable customers and those with complex needs to access support and initiate appropriate claims

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4.	Assisting vulnerable customers and those with complex needs to access support and initiate appropriate claims

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6.	Health and wellbeing - Looking after yourself and colleagues at work

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6.	Health and wellbeing - Looking after yourself and colleagues at work

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7.	Challenging situations when working with vulnerable customers and those with complex needs

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7.	Challenging situations when working with vulnerable customers and those with complex needs

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8.	Customers with Mental Health Problems

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8.	Customers with Mental Health Problems

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10.	Customers with physical health concerns or disability

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10.	Customers with physical health concerns or disability

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9.	Customers experiencing social exclusion or those who feel marginalised

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9.	Customers experiencing social exclusion or those who feel marginalised

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11.	Supporting younger customers who are aged between 16 – 24 years

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11.	Supporting younger customers who are aged between 16 – 24 years

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12.	Working effectively with internal department and external agencies to support vulnerable customers and those with complex needs

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12.	Working effectively with internal department and external agencies to support vulnerable customers and those with complex needs

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13.	Customers who are affected by crime and criminal activity

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13.	Customers who are affected by crime and criminal activity

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14.	Legislation and policies which relate to vulnerable customers and those with complex needs

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14.	Legislation and policies which relate to vulnerable customers and those with complex needs

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15. Consolidation module and forward planning

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15. Consolidation module and forward planning

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More time in class to practice and embed learning

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Learners may not have had the time or have been given time to complete the pre-classroom learning

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Less prep time for facilitator on finer technical detail

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Learner may not have the time to do the pre-class learning

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By preparing before the event, the learner has more time to think about the learning and this can lead to more thoughtful/ in-depth contributions in class

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Daily pressures of role may prevent learners to complete pre class learning

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If learner completes the pre class learning they will have a better opportunity to ask questions and actually practise the new skill

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If subject is sensitive, it may be facilitated is safer place due to the risk of triggering behaviours that are damaging to the learner, without on hand support.

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It permits more time for reflection

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More accountability, there is an expectation to participate

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Technology fail, poor audio/video quality, uploading issues

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It can also support the facilitator to initially assess the learners' starting point 

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It can also support the facilitator to initially assess the learners' starting point 