Lesson 4 – Visible and Non-Visible Circumstances

Some circumstances may be apparent, while others may not be visible.

Visible circumstances

Possible visible indicators may include:

1. The use of a wheelchair or mobility aid;
2. Assistance from a guide dog;
3. Apparent difficulty hearing;
4. Obvious difficulty reading a document;
5. Physical signs of illness or injury; or
6. Severe distress during a conversation.

Even where an indicator is visible, the employee must not assume what assistance is required. The customer should be asked respectfully.

Non-visible circumstances

Many forms of vulnerability are not immediately apparent, including:

1. Mental-health difficulties;
2. Learning disabilities;
3. Autism;
4. Cognitive impairment;
5. Low literacy;
6. Domestic abuse;
7. Financial abuse;
8. Bereavement;
9. Serious illness;
10. Homelessness risk;
11. Debt;
12. Digital exclusion; and
13. Difficulty understanding English.

A customer may also choose not to disclose personal circumstances because they:

1. Consider the information private;
2. Fear embarrassment or discrimination;
3. Do not identify themselves as vulnerable;
4. Do not know that support is available;
5. Fear that disclosure will harm their application; or
6. Are being monitored or controlled by another person.

Appropriate approach

Employees should focus on the barrier or support need rather than attempting to identify a diagnosis.

A suitable question may be:

“Is there anything we can do to make this process easier or more accessible for you?”

An employee should generally avoid questions such as:

“What is wrong with you?”

or:

“What medical condition do you have?”

Medical details should only be requested where there is a clear, relevant and lawful reason.