Although a little older, these guides from the University of Bristol have been highly influential and useful in the implementation of vulnerability processes for customers.
Each contact real, practical examples and a cheat sheet for each of the tools for use in the operation.
Vulnerability: a guide for lending telephony, face-to-face, and online
Vulnerability: a guide for debt collection
Vulnerability tools - summary sheet
Vulnerability - guide for telephony, face-to-face and online - Summary
This document provides insights and recommendations for debt collection organizations on effectively working with customers in vulnerable situations. It highlights the importance of considering wider systems and processes, implementing quality assurance measures, selecting appropriate calls for assessment, and supporting staff in addressing vulnerability. The guide emphasizes the need for clear objectives, collaboration with advice agencies, and the collection and analysis of data to inform polic...
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