Unlocking Vulnerability

In this episode, Helen shares her thoughts on the correlation between vulnerability and Maslow's Hierarchy of Needs. Why not join Helen's next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.html You can also follow Helen for future episodes and more consumer vulnerability information: Email - info@helenpettifer.com Twitter - https://twitter.com/hpettifertrain Li...

In this episode, Helen is joined by Vanessa Northam, Head of Strategic Relationships at StepChange Debt Charity. Vanessa and Helen discuss the importance of developing an organisational culture of embedding vulnerability across all the business. Vanessa also shares a powerful customer experience story that resulted in significant process changes. Find out more about Vanessa here - https://www.link...

In this episode, Helen is joined by Dr Elizabeth Blakelock, Principle Policy Manager at Citizens Advice in the energy policy team. Elizabeth and Helen discuss the important role of understanding people's lived experiences within regulatory decision making and the energy market. Find out more about Elizabeth and her work here - https://www.linkedin.com/in/elizabethblakelock/ https://medium.com/ @el...

In this episode, Helen is joined by Nick Wilkinson, Head of Access Solutions at Action on Hearing Loss. Nick and Helen discuss the thought-provoking numbers of people living with varying degrees of hearing loss and Nick shares practical ways organisations can better support their staff and customers. Find out more about Nick and the work Action on Hearing Loss does here - https://actiononhearinglo...

In this episode, Helen is joined by Michael Hilton, Director at Three Hands. Michael discusses the value of lived experience and the important role it plays in shaping organisation's vulnerability strategies. Find out more about Michael and the work Three Hands does here - https://www.threehandsinsight.co.uk/ Why not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerabili...

In this episode, Helen is joined by Conduct Risk Expert Sally Pearce. Sally shares her thoughts and insights on the latest Financial Conduct Authority's Consultation Guidance on Treating Vulnerable Customers Fairly. Download the FCA Guidance here - https://www.fca.org.uk/publications/guidance-consultations/gc20-3-guidance-firms-fair-treatment-vulnerable-customers Find out more about Sally and her...

In this episode, Helen is joined by Consumer Champion and Queen of Customer Service Jane Hawkes. Jane shares her insights on Customer Service and vulnerability from the other side of the counter - how to be a better customer. Find out more about Jane and her work here - https://ladyjaney.co.uk/ You can also follow me for future episodes and more consumer vulnerability information: Twitter - https:...

In this episode, Helen is joined by Alex Rutherford discussing Wessex Water's approach to vulnerability and training their team to become vulnerability experts. Alex also shares his valuable technique - C D E = F Find out more about Wessex Water and the Priority Services Register here - https://www.wessexwater.co.uk/help-and-advice/priority-services You can also follow me for future episodes and m...

In this episode, Helen is joined by Benedicta Lasoye, the Communities Officer at Aylesbury Town Council. Helen and Bee discuss the changes and benefits Covid-19 has brought to our communities, and the important role community plays in supporting the vulnerable. Bee shares her top 3 'C' tips for supporting each other: Compassion Communication Community You can also follow me for future episodes and...

In this episode, Helen is joined by Michael Kennelly from the Death Notification Service. Helen and Michael discuss the many challenges facing bereaved customers when informing businesses of the death of a loved one. If you would like to find out more about the Death Notification Service, please email michael.kennelly@equiniti.com If you are facing bereavement and would like support or to talk to...

In this episode, Helen is joined by Consumer Rights Expert, Martyn James. Helen and Martyn discuss consumer vulnerability in light of Covid-19, in particular financial challenges facing individuals today. If you are affected by what is covered in this episode please do talk to someone about your financial situation. You can also contact the following organisations for advice and support: StepChang...

In this episode, Helen is joined by Vanessa Hudnott discussing how Aviva supports and trains their team on supporting vulnerable customers, especially through the Covid-19 outbreak.

In this episode, Helen explores how we can support individuals who are finding this lock-down period challenging.

In this episode, Helen looks at some of the causes of bereavement and the challenges individuals are facing when grieving during the Covid-19 pandemic. If you are affected by what is covered in this episode please do talk to someone about how you're feeling. You can also contact the following organisations for advice and support: The Samaritans 116 123 https://www.samaritans.org/ Cruse Bereavement...

In this episode, Helen looks at how we should look after ourselves during the Coronavirus pandemic in order to help others. You can download the Feelings Wheel at https://www.helenpettifer.com/podcast.html

In this episode, Helen looks at multi-layered vulnerability and the impacts Covid 19 has on us as individuals

In this episode, Helen looks at financial and emotional resilience and some of the circumstances that can significantly impact an individual's resilience levels.

In this episode, Helen is joined by Jonathan Lane of Haines Watts discussing the role of GDPR when it comes to gaining, recording and using personal data relating to potentially vulnerable customers. You can download the Information Commissioner's Office (ICO) guides that are mentioned in the podcast here - Special category data https://ico.org.uk/for-organisations/guide-to-data-protection/guide-t...

In this episode, Helen looks at what signposting is, how it impacts customers and explains the steps to take to create a signposting resource in your organisation. You can download Helen's FREE Signposting and Training Resources document here - https://www.helenpettifer.com/compliance-documents.html (Scroll to bottom of page)

In this episode, Helen shares a personal experience of vulnerability and money management and takes a brief look at what financial organisations offer to support individuals with their spend controls .

In this interim episode, Helen talks about some of the vulnerabilities affecting individuals at Christmas time and shares what's coming up in future episodes.

In this episode, Helen looks at our 3 main responsibilities in supporting people facing vulnerable circumstances

In this episode Helen looks at what vulnerability is and how it impacts people, especially when interacting with businesses.