Lesson 6 – Recognising Indicators and Communicating Accessibly

6.1 Why vulnerability may not be disclosed

A customer may not disclose their circumstances because they:

• Consider them private;
• Fear discrimination;
• Feel embarrassed;
• Do not identify as vulnerable;
• Do not know support is available;
• Fear that disclosure will harm their application; or
• Are being controlled by another person.

6.2 Possible indicators

Indicators may include:

• Repeated confusion;
• Difficulty reading or completing documents;
• Difficulty hearing or communicating;
• Missing important deadlines;
• Repeatedly asking the same question;
• Appearing unusually distressed;
• Struggling to remember information;
• Another person answering every question;
• Sudden changes in instructions;
• Difficulty using digital systems;
• Fear of another person;
• Unexplained financial control;
• Avoiding communication; or
• Saying that the process is overwhelming.

An indicator is not proof of a particular condition or circumstance.

6.3 Ask, do not diagnose

A suitable question may be:

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

Staff should generally avoid:

• Demanding a diagnosis;
• Asking intrusive medical questions;
• Assuming the person lacks capacity;
• Labelling them;
• Pressuring them to disclose; or
• Recording unsupported conclusions.

6.4 Clear communication

Employees should:

• Use plain English;
• Avoid unnecessary jargon;
• Explain one stage at a time;
• Speak clearly;
• Allow questions;
• Repeat information where necessary;
• Confirm important points in writing;
• Use the customer’s preferred communication method;
• Avoid rushing; and
• Check understanding respectfully.

6.5 Checking understanding

Instead of asking:

“Do you understand?”

an employee could say:

“To make sure I have explained that clearly, could you tell me what you understand the next step to be?”

This checks the quality of the explanation without testing or embarrassing the customer.

6.6 Allowing additional time

Where reasonably possible, customers may need additional time to:

• Read documents;
• Consider an offer;
• Obtain assistance;
• Supply information;
• Ask questions;
• Use an alternative format; or
• Make a decision.

Employees should avoid creating false urgency.

Where a genuine deadline exists, it should be explained accurately, including:

• What the deadline is;
• Why it applies;
• Who set it; and
• What may happen if it is missed.

Lesson 6 key point

Staff should respond to observed barriers through respectful questions and accessible communication, not assumptions or diagnoses.