Bitesize E-Learning
Identifying Customers in Vulnerable Situations
This bitesize E-Learning module will help learners recognise a potentially vulnerable situation, and equip them with basic tools to signpost customers to the relevant assistance.
Course audience
This short virtual training module is designed for frontline staff from a range of organisations who might encounter households in vulnerable situations in relation to their domestic energy use. This includes those staff who undertake customer home visits or who speak to customers by phone. It is designed to be viewed either on individual mobile device or as a group ‘toolbox talk’ presentation.
PLEASE NOTE: this course will focus on how to identify customers in vulnerable situations. Individual organisations will need to be mindful of their own procedures for safeguarding and signposting customers to outside agencies.
Course aim
The bitesize course aims to help learners recognise a potentially vulnerable situation, and to equip learners with basic tools to identify those customers who might experience a vulnerable situation in relation to their home energy supply. It aims to offer basic strategies to support customers, so that their specific needs are recognised and appropriate signposting is offered.
Course objectives
Explain:
- How to recognise a vulnerable situation
- How to identify risk factors for customers in vulnerable situations relating to home energy use
- Possible ‘red flags’ and triggers which might be seen or heard in customer interactions
- How to identify limitations in customers’ communication
- Signposting to Priority Services and other external support agencies
Course content
- What is a vulnerable situation
- Risk factors leading to vulnerable situations
- Using triggers or red flags to identify a vulnerable situation or customer
- Using the CARE framework to recognise limitations in customer interactions
- Signposting and safeguarding
Please note that the course content will focus mainly on England and Wales. If you are based in Northern Ireland or Scotland and interested in this course, please contact lynsey.thompson@nea.org.uk before booking so we can discuss the main differences.
Delivery method
E-Learning
How will the bitesize E-Learning work
E-Learning is self led giving learners the flexibility to study as and when they wish.
The ‘bitesize’ format means that the course is brief and designed to provide a basic introduction to the topic (more in-depth course are available upon request).
The course is designed to be viewed on a smartphone / device or a computer meaning that it can be accessed on the go if required.
Once registered, learners will have access to the course for four weeks and be able to study online at a time and location that is convenient to them.
A flyer covering the relevant topics will also be available to download and keep.
Individual and organisation licences are available as outlined below in the fees section.
Tutor support
Tutor support will be available upon request. This is usually done via telephone / video call.
Suggested study time
This bitesize module will take approximately 20-30 minutes to complete however each learner is different and E-Learning offers the flexibility to study at your own pace. Learners will have access to the course for four weeks from their selected start date.
Fees
INDIVIDUAL PLACES
| NEA Members | Non-Members | |
| NOT FOR PROFIT ORGANISATIONS | £20 + VAT | £22 + VAT |
| COMMERCIAL ORGANISATIONS | £22 + VAT | £24 + VAT |
GROUP / ORGANISATION BOOKINGS
We also offer ‘organisational licences’ to organisations that have a larger number of staff to train. This will provide access to the course for 12 months for a set number of learners.
This type of licence will provide a tailored version of the course specifically for the organisation.
Included within the licence fee is one tailored slide to add information that is specific to your organisation. This may be information on local schemes, contact details etc. Additional tailored slides can be purchased upon request.
The organisation can appoint an admin person who will be able to access reports on learner activity.
Small Organisation Licence (up to 50 learners)
| NEA Members | Non-Members | |
| NOT FOR PROFIT ORGANISATIONS | £500 + VAT | £550 + VAT |
| COMMERCIAL ORGANISATIONS | £550 + VAT | £605 + VAT |
Medium Organisation Licence (up to 250 learners)
| NEA Members | Non-Members | |
| NOT FOR PROFIT ORGANISATIONS | £1,000 + VAT | £1,100 + VAT |
| COMMERCIAL ORGANISATIONS | £1,100 + VAT | £1,210 + VAT |
Large Organisation Licence (up to 1000 learners)
| NEA Members | Non-Members | |
| NOT FOR PROFIT ORGANISATIONS | £1,500 + VAT | £1,650 + VAT |
| COMMERCIAL ORGANISATIONS | £1,650 + VAT | £1,815 + VAT |
For further details and bookings please contact
Lynsey Thompson, National Energy Action