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Dealing with vulnerability and suicidal disclosures in a revenues environment
Wednesday 20th November 2019

For a booking form please click here

In 2018, IRRV Scotland ran a very well-received and useful seminar on dealing with vulnerability in a revenues environment.

We have had numerous requests for a further event and this updated and important seminar on 20th November is designed to provide an overview of the requirements to address vulnerability in collecting revenues, both statutory and advisory. The event will assist delegates in understanding the differing types of vulnerable person including medical terminology and behaviours.

It will also assist delegates in their dealings, negotiations and information gathering, whilst also dealing with the very difficult issues arising from receiving a suicidal disclosure.

 

Programme

 

 

Time

Topic

10.00

Revenues Collection and Vulnerability – the legal background

Definitions of Vulnerability

Conditions and Characteristics of vulnerability

Assessing Vulnerability

Mental Incapacity

Using I.D.E.A. with the vulnerable

11.00

Break

11.15

Vulnerable people and debt

Independent Money Advice

The Bristol University research into Collector attitudes towards mental health and vulnerability

Using B.R.U.C.E. in Mental Health awareness and the collection process

Using T.E.X.A.S for collection staff dealing with the vulnerable

12.30

Lunch

13.15

Identifying and Dealing with customers who have addiction issues

Effective use of Signposting

Update on L.G.O. cases concerning the treatment of vulnerability

14.30

Break

14.45

Using Emotional Intelligence in difficult situations

How to handle suicidal disclosures using B.L.A.K.E.

Supporting staff following difficult phone calls

 

15.30

Assessment of learning

 

15.45

Close

 

The course will be facilitated by David Chapman. Dave Chapman is former IRRV National President (2012/13) and Marston Holdings Client Services Director. Marston Holdings were winners of Excellence in Enforcement at the IRRV Awards 2017 and Excellence in Training and Development 2015, for their approach and understanding of vulnerability in both staff training and service delivery.

The seminar represents excellent value for money, with seminar fees starting at only £145 + VAT. Every fourth place from the same organisation booked for the course in this brochure (and made in the same booking) is entirely free of charge.

For a booking form please click here

Meetings

Data analysis – Using your SHBE and CTR Data extracts

Wednesday 25th November 2020

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Dealing with difficult customers – for Revenues & Benefits staff

Thursday 26th November 2020

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Topical workshop : DWP’s Housing Benefit Accuracy initiative and an update on all issues around fraud and error

Friday 27th November 2020

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Lessons to learn about Digital Design - A cutting edge course from IRRV Scotland - targeted at revenues and benefits managers and team leaders

Monday 30th November 2020

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Post COVID-19 Telephone Debt Collection Workshop

Thursday 3rd December 2020

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Council Tax New Masterclass and Case Studies Workshop

Friday 4th December 2020

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Challenges and solutions in difficult times

Thursday 10th December 2020

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