Dealing with Vulnerability and Suicidal Disclosures in a Revenues Environment

24 May, London


To provide an overview of the requirements to address vulnerability in collecting revenues, both statutory and advisory. To assist delegates in understanding the differing types of vulnerable person including medical terminology, behaviours and suicidal disclosures. To assist delegates in their dealings negotiations and information gathering. 

By the end of this course participants will have gained increased knowledge of:

  • an overview of vulnerability and how collection staff should approach, assess and assist in sensitive situations
  • The statutory requirements to identify and engage with the vulnerable
  • The advisory requirements to identify and engage with the vulnerable
  • The different definitions of vulnerability
  • The characteristics and conditions of vulnerability
  • Mental Capacity and mental health problems
  • Signposting the various partner agencies that can assist with vulnerable people
  • Recent Local Government Ombudsman decisions on dealing with vulnerability
  • How to handle a suicidal disclosure
  • Supporting staff following a suicidal disclosure

Learning Outcomes:

  • Increased awareness of the various types, conditions and characteristics of vulnerability
  • Knowledge of the legal requirements to deal with vulnerability within a Revenues environment including Data Protection implications
  •  An appreciation of differing approaches and techniques to assess and assist in     dealing with the vulnerable
  • How to handle difficult situations involving the vulnerable and suicidal and where to get help and assistance.
  • How to support staff dealing with difficult phone calls.


  • Revenues Collection and Vulnerability – the legal background
  • Definitions of Vulnerability
  • Conditions and Characteristics of Vulnerability
  • Different levels of Vulnerability
  • Assessing Vulnerability
  • Mental Incapacity
  • Using I.D.E.A. with the Vulnerable

11:00 Refreshment Break


  • Vulnerable people and debt
  • Independent Money Advice
  • The Bristol University research into Collector attitudes towards mental health and vulnerability
  • Using B.R.U.C.E. in Mental Health awareness and the collection process
  • Using T.E.X.A.S for collection staff dealing with the vulnerable
  • Identifying and Dealing with customers who have addiction issues
  • Effective use of Signposting

12:30 Lunch Break


  • Complaints Policies and their impact on the vulnerable
  • Update on L.G.O. cases concerning the treatment of vulnerability
  • How to handle suicidal disclosures using B.L.A.K.E.
  • Supporting staff following difficult phone calls
  • Assessment of learning
  • Recap and summary

15:00 Course End & Feedback


The course will be delivered by Dave Chapman, Managing Director, Rossendales

London IRRV HQ
Northumberland House
5th Floor
303-306 High Holborn


Click BOOK NOW button at the right of this page.

Enquiries can be made by email to  or by telephone 020 7691 8987.

Please note in order for your booking to be processed you must have a purchase order number.

The Institute will make every effort to give delegates as much notice as possible of any programme changes or the cancellation / re-scheduling of an event. However, it does reserve the right to make changes to advertised programmes and to cancel / re-schedule events. In the unlikely event of an event being cancelled / re-scheduled, either a full refund will be made or alternatively, any fee paid will be credited against a future booking. The Institute will not be liable for any travel and / or accommodation costs incurred by the attendee should an event be cancelled / re-scheduled.

On receipt of the registration form with purchase order number the IRRV will issue a receipted VAT invoice at the prevailing rate. Payment must be received in advance of the event. The Institute reserves the right to refuse admission where delegate fees have not been paid.

Cancellations made 2 weeks before the meeting will be subject to an administration charge of 50% of the fee plus VAT. Cancellations after this date are liable for the full registration fee. A substitute delegate is welcome at any time at no extra charge.

To find out about sponsorship opportunities contact Sales on Tel: 020 7691 8979.

For more information please call 020 7691 8974/8987 or email


Delegate Fees

IRRV Member - £185.00

Forum/BAS/Organisational Member - £215.00

Non Member - £245.00