Ceety Vulnerable Client S Policy

Ceety Vulnerable Client’s Policy

Vulnerable Clients

Vulnerable clients are thosewho have personal circumstances that place them at a higher risk of detriment. Risk factors include age, illness, disability, illiteracy, bereavement and other impairments. Clients may be vulnerable, not because they belong to any of the above categories but because they find themselves in a particularly stressful situation that impairs their judgment and makes them easily susceptible to influence or exploitation.Vulnerable clients may struggle to represent their own interests and as a result suffer more harm than non-vulnerable clients, if wedo not act with the appropriate level of care. It is therefore important that we have a policy in place that allows early detection and helps to correctly address the needs of a vulnerable client.

Identifying Vulnerable Clients

Key Indicators

(a)Can the client hear everything you are saying okay and do they understand what you are saying?

(b)Do they ask you to slow down or to speak louder?

(c)Are you sure they have heard and understood all the relevant details?

(d)Do they ask you to clarify any details or tell you they do not understand terminology being used?

(e) Does the client stay on topic and hold a logical conversation, or do they appear distracted or confused?

(f)Do the client’s responses remain relevant and are their questions usual for the discussion being had?

(g)Does the client answer questions before you have finished asking them, or appear to reply to a question they do not understand?

(h)Alternatively, does the client take an unusually long amount of time to answer a question that suggests they are struggling to process the information provided to them?

(i) Does the client indicate they may have a disability or impairment based on their voice, pronunciation, breathing, hearing or ability to understand the conversation?

(j)Are they coherent and fluent in the language being used?

(k)Does it appear that the client would have difficulty reading printed matter?

RELATING WITH VULNERABLE CLIENTS

How We Respond

• We treatall our clients with dignity, kindness and respect at all times.
• We aim to treat vulnerable clients, their families and representatives, with additional consideration, by being both sympathetic and sensitive to their needs and ensuring that they are able to make an informed decision about the implications of all aspects of our communication.
• We aim to ensure the needs of vulnerable client are met, and that they are not exposed to detriment.

• You should always aim to see our clients alone and this may be at the beginning of the initial interview or at some point during the interview, if the client prefers to have someone that he or she trusts to sit in on the interview for support.
• You should be patient and empathetic; you should not rush the client, interrupt or appear impatientbut allow the clientprocess the information you are giving them sufficiently and make their own decisions.
• You shouldalways strive to ensure that client understands and feels at ease to be alone with you as this will be necessary at one point during the interview. Where English is not the first language of the client, or has difficulty hearing or with sight, you should suggest that a person that the client trusts assists the client understand what is being discussed.
• It is important to ensure that the client is able to hear and understand what you are saying; ask the client to explain their understanding of what you are telling them, or include questions as frequently as possible to ensure they are paying attention and are aware of what is being discussed.
• You should allow the client to explain at their pace and not assume you already know what their requirements or needs are.
• You should not finish off their sentences as this would imply that you are rushing them to progress the conversation; you should listen carefully to the client and remain conscious of any absence of understanding, hints at unawareness, or forgetfulness of topics already discussed.
• You should clarify that the client is comfortable with the standard and method of communication, and offer to provide details in an alternate format such as via post or email for clarity.
• You should always aim to send duplicate copies by post, of any information you send to vulnerable client via email. You should always do this, even if the client is comfortable communicating by email.
• Before acting on a vulnerable client’s instructions, you should ask if there is anybody else they need to speak to about their decision. You should ask them (especially older clients) if they would like us to send duplicate correspondence to a family or trusted confidant. With appropriate authority from the client, and acceptance by the individual, duplicate communications should be sent to the appointed individual.

Date of Reviewed

1 April, 2018