Mini VC Toolkit: How do Mental Health & Addiction impact Vulnerability

Mental health and addiction are often hidden, complex and closely linked. Customers may not disclose what they are experiencing, yet it can significantly affect how they engage, make decisions and cope with processes.

So how do you recognise the signs and how do you respond appropriately without overstepping your role?

In this 1-hour training session, we will share practical insights into how mental health and addiction influence customer behaviour, together with how to identify potential vulnerability and adapt your approach to provide the right support at the right time.

Learning outcomes:

• Understanding mental health, addiction and how they overlap
• The mental health continuum and why vulnerability is not fixed
• How mental health and addiction impact understanding, decision making and engagement
• Recognising behavioral cues and ‘red flags’ without relying on disclosure
• Practical techniques for indentifying vulnerability in customer interactions
• Adapting communication to support customers effectively
• Knowing your role, boundaries and when to signpost to external support

Speaker: Jasbinder Kaur; with 30+ years across NHS, education and charities, Jasbiner delivers training on disability, domestic abuse, mental health and financial wellbeing, promoting equality, empowerment and engagement.