Working in a crisis

In our first ‘Working in a crisis’ recording, designed to help creditor staff working in front-line/customer-facing, management and specialist roles, our Vulnerability Lead Consultant Chris Fitch and customer experience expert Caroline Wells discuss the need to maintain your and your team's resilience and practical tips on how to support your own and your team's wellbeing. 

The podcast covers:
•	Why people react the way they do
•	Practical steps staff can take in the moment
•	Q&A

Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis

Working in a crisis episode 1: Dealing with your own resilience

Our second ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores how firms are and should be dealing with customer bereavement.

The podcast covers:
•	How creditors can make a difference in the current context of 
        Covid-19 – to bereaved people.
•	Practical tips on providing a compassionate response. 
•	Taking care of yourself – dealing with loss and simple, clear steps 
        to taking care that may help.

In this discussion the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch is joined by:
•	Andy Langford, Clinical Director, Cruse Bereavement Care.
•	Michael Kennelly, Business Development Director, The Death 
        Notification Service.

Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis

Working in a crisis episode 2: Dealing with customer bereavement

Our third ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores 'Dealing with emotional crisis'.

The podcast covers:
• To what extent can staff help people in the depths of emotional and personal crisis  
• Identifying concerns about customer wellbeing

In this discussion the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch is joined by:
• Nick Barnes, Chief Executive, National Centre Suicide Prevention 
  Training. 
• Dan Holloway, writer and expert by experience.	

Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis

Working in a crisis episode 3: Dealing with emotional crisis

Our fourth ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores 'Dealing with financial crisis and serious illness'.

When someone is seriously ill, how can firms help them avoid or manage a financial crisis?

Vulnerability Lead Consultant Chris Fitch asks Dennis Hussey from National Debtline and Leo Miles from Macmillan Cancer Support for their guidance on making a practical difference.
 
Covering what to ask, how to assess need, and what counts as relevant and reasonable support, we will reflect on the ‘now’ and ‘next’ of the Covid-19 epidemic.

Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis

Working in a crisis episode 4 - Dealing with financial crisis and serious illness

Our fifth ‘Working in a crisis’ recording, to help creditor staff working in front-line/customer-facing, management and specialist roles explores how should firms apply 'vulnerability' to small business owners.

However, what does this really mean in practice? Does it differ from commercial vulnerability? And what should firms do to support ‘vulnerable’ small business owners?

In this episode, the Money Advice Trust's Vulnerability Lead Consultant Chris Fitch is in conversation with Anil Patel from  Business Debtline and small business vulnerability specialist, Ian Philips to reflect on the impact of vulnerable circumstances on small businesses owners.

Subscribe to our Vulnerability Matters newsletter for updates on future webinars and to access e-learning resources for creditors: https://mailchi.mp/moneyadvicetrust.org/working-in-a-crisis

Working in a crisis episode 5: How should firms apply 'vulnerability' to small businesses?

Welcome to the Vulnerability Matters podcast from the Money Advice Trust. A series that examines from a range of perspectives how firms are supporting consumers in vulnerable situations.