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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.

Episodes & Posts
Episodes
Posts
17 FEB 2025 · Christine Tate and Dan Holloway talk about a brand new guide “Help! What support can firms give disabled consumers and people in vulnerable situations?”. Dubbed a support-needs-mini-starter-guide-for-the-confused, this new resource brings together over 100 different types of common support needs from a range of essential sectors and people with lived experience for the very first time. www.MoneyAdviceTrust.org/vulnerability www.WhatWeNeed.Support https://www.linkedin.com/in/christine-tate-2480ba26 https://www.linkedin.com/in/dan-holloway-79808288
5 FEB 2025 · Shaun Conner talks to Chris Fitch about setting-up an ‘Empathy’ or ’Accessibility Lab’ to help staff better understand the barriers that disabled people face in their interactions with essential services. But what sort of kit do you find in an ‘Empth’ Lab? And can such simulation ever really work in practice? Shaun Conner (LinkedIn) https://www.linkedin.com/in/shaun-conner/ Government Accessibility Personas/Posters: https://alphagov.github.io/accessibility-personas/ Crip For a Day: https://www.sciencedaily.com/releases/2017/04/170411151019.htm
22 JAN 2025 · Drawing on his experience of supporting people involved in the Grenfell Tower fire, Manchester Arena bombing, and other national emergencies, Andy Langford talks to Chris Fitch about the key steps that we can take during and after such high-impact events to restore safety and diminish distress, and what essential services can learn from this. https://www.linkedin.com/in/andy-langford-548979204/
8 JAN 2025 · Grace and Phil draw on new consumer and survey data to identify the major vulnerability trends, policy launches, and practical impacts that we’ll see in 2025, and explain to Chris Fitch just what the key events of 2024 were that got us here. https://www.moneyadvicetrust.org/vulnerability
11 DEC 2024 · Katie Orme talks to Chris Fitch about Octopus Energy’s decision to employ a team of eight in-house social workers for its customers. Katie shares what a typical day involves as Head of Service for Social Work, the types of customer cases she is helping, and the impact her team of eight are having for Octopus Energy and the customers they serve. https://www.linkedin.com/in/katie-orme-764b41282/
27 NOV 2024 · Elizabeth Anderson talks to Chris Fitch about what ‘digital poverty’ actually is. Cutting through the most common myths, Elizabeth explains what living in a ‘digital first’ world looks like to the 11 million UK adults who lack the skills to navigate it, or who cannot afford the costs of online life, and what essential services can do for digitally vulnerable consumers. https://www.linkedin.com/company/digital-poverty-alliance https://digitalpovertyalliance.org/
13 NOV 2024 · Holly Tuke explains to Chris Fitch how understanding the everyday joys of cooking chips, make-up tips, and going to gigs as a blind person, can help essential services tackle the challenges that their blind customers and colleagues face in a majority-sighted world. Holly also schools Chris on visual language, self-descriptions, and why Braille isn’t everything. https://lifeofablindgirl.com/ https://www.linkedin.com/in/hollytuke/
30 OCT 2024 · Just 11-14% of UK adults in a vulnerable situation have ever disclosed this to an essential service firm, despite the help it might lead to. So why are consumers staying quiet? And how can firms get them to disclose their situation and needs? Alexis Stevens explains what firms can do, and shares her mixed experiences of disclosing her bipolar disorder to get help. www.linkedin.com/in/alexis-stevens-ab6192157/ www.moneyandmentalhealth.org/disclosure
16 OCT 2024 · Just how are 999 staff trained to talk, listen, and remain calm as vulnerable callers seek urgent help? In this episode, Mike Modder-Fitch shares his experience of running Police Force Control Rooms and NHS Integrated Care Contact Centres, and explains just what essential service staff can learn from their counter-parts in 999 settings. Mike also explains what his journey from previously running energy and financial service telephone contact centres, to now being Head of Service (IUC) at Yorkshire Ambulance Service NHS Trust, has taught him about the meaning of ‘vulnerability’. https://www.linkedin.com/in/mike-modder-fitch-6b318229
2 OCT 2024 · In this episode, Swindon Borough Council give away (for free) their AI tool which translates documents into an Easy Read format for people with learning disabilities or literacy difficulties. Chris Fitch picks up his jaw from the floor as Annie Baker explains more about ‘Simply Readable’, and Tom and Lilly describe their expert by experience role in the project. www.youtube.com/watch?v=leQegdK-1M8 source code: github.com/aws-samples/document-translation
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.
Information
Author | Minesh Pareek |
Organization | Minesh Pareek |
Categories | News |
Website | - |
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