Flipped Classroom by

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

ad4042 — 2024-03-06 10:09:25 UTC

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

ad4042 — 2024-03-06 10:11:10 UTC

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

ad4042 — 2024-03-06 10:11:18 UTC

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

ad4042 — 2024-03-06 10:11:28 UTC

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

ad4042 — 2024-03-06 10:11:40 UTC

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

ad4042 — 2024-03-06 10:11:49 UTC

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

ad4042 — 2024-03-06 10:11:59 UTC

8. Customers with Mental Health Problems

ad4042 — 2024-03-06 10:12:13 UTC

9. Customers experiencing social exclusion or those who feel marginalised

ad4042 — 2024-03-06 10:12:27 UTC

10. Customers with physical health concerns or disability

ad4042 — 2024-03-06 10:12:37 UTC

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

ad4042 — 2024-03-06 10:12:44 UTC

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

ad4042 — 2024-03-06 10:12:57 UTC

13. Customers who are affected by crime and criminal activity

ad4042 — 2024-03-06 10:13:10 UTC

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

ad4042 — 2024-03-06 10:13:24 UTC

15. Consolidation module and forward planning

ad4042 — 2024-03-06 10:13:34 UTC

ad4042 — 2024-03-06 10:23:25 UTC

2024-03-14 12:13:06 UTC

More time in class to practice and embed learning

2024-03-14 12:13:55 UTC

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

2024-03-14 12:15:06 UTC

Less prep time for facilitator on finer technical detail

2024-03-14 14:50:42 UTC

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

2024-03-14 14:53:16 UTC

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

2024-03-15 08:51:37 UTC

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

2024-03-15 08:53:11 UTC

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

2024-03-18 09:02:01 UTC

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.

2024-03-18 09:29:45 UTC

It permits more time for reflection

2024-03-18 09:31:01 UTC

More accountability, there is an expectation to participate

2024-03-18 09:34:05 UTC

Technology fail, poor audio/video quality, uploading issues

Pre-class learning

2024-03-18 13:49:50 UTC

In-class activities

2024-03-18 13:50:00 UTC

After-class learning (homework)

2024-03-18 13:50:23 UTC

Relying on learner engagement

2024-03-18 14:04:57 UTC

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

2024-03-18 14:05:41 UTC