The Scottish Public Services Ombudsman has published online training resources designed to support organisations in identifying and helping vulnerable customers.
The training materials, delivered as a workshop, aim to “equip participants with the skills and knowledge necessary to identify and support individuals who may be experiencing vulnerability.” Its designers said it aims to support the development of “more person-centred public service provision which is tailored to people’s individual circumstances.”
The materials were produced by the University of Glasgow’s Professor Chris Gill and the University of Kent’s Professor Naomi Creutzfeldt in collaboration with expert practitioners from public service providers, advocacy bodies, and charities.
Gill said: “People’s needs are often complex, and the better they are understood and responded to, the more likely services are to be delivered fairly. This workshop has been designed to help organisations have internal discussions with colleagues and does not need an experienced trainer to deliver it.”
The materials can be downloaded from the Scottish Public Services Ombudsman website.
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