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Bitesize E-Learning

Identifying Customers in Vulnerable Situations

This bitesize E-Learning module will help learners recognise a potentially vulnerable situation, and equip them with basic tools to signpost customers to the relevant assistance.

Course audience

This short virtual training module is designed for frontline staff from a range of organisations who might encounter households in vulnerable situations in relation to their domestic energy use. This includes those staff who undertake customer home visits or who speak to customers by phone. It is designed to be viewed either on individual mobile device or as a group ‘toolbox talk’ presentation.

PLEASE NOTE: this course will focus on how to identify customers in vulnerable situations. Individual organisations will need to be mindful of their own procedures for safeguarding and signposting customers to outside agencies.

Course aim

The bitesize course aims to help learners recognise a potentially vulnerable situation, and to equip learners with basic tools to identify those customers who might experience a vulnerable situation in relation to their home energy supply. It aims to offer basic strategies to support customers, so that their specific needs are recognised and appropriate signposting is offered.

Course objectives

Explain:

  • How to recognise a vulnerable situation
  • How to identify risk factors for customers in vulnerable situations relating to home energy use
  • Possible ‘red flags’ and triggers which might be seen or heard in customer interactions
  • How to identify limitations in customers’ communication
  • Signposting to Priority Services and other external support agencies
Course content
  • What is a vulnerable situation
  • Risk factors leading to vulnerable situations
  • Using triggers or red flags to identify a vulnerable situation or customer
  • Using the CARE framework to recognise limitations in customer interactions
  • Signposting and safeguarding

Please note that the course content will focus mainly on England and Wales. If you are based in Northern Ireland or Scotland and interested in this course, please contact lynsey.thompson@nea.org.uk before booking so we can discuss the main differences.

Delivery method

E-Learning

How will the bitesize E-Learning work

E-Learning is self led giving learners the flexibility to study as and when they wish.

The ‘bitesize’ format means that the course is brief and designed to provide a basic introduction to the topic (more in-depth course are available upon request).

The course is designed to be viewed on a smartphone / device or a computer meaning that it can be accessed on the go if required.

Once registered, learners will have access to the course for four weeks and be able to study online at a time and location that is convenient to them.

A flyer covering the relevant topics will also be available to download and keep.

Individual and organisation licences are available as outlined below in the fees section.

Tutor support

Tutor support will be available upon request. This is usually done via telephone / video call.

Suggested study time

This bitesize module will take approximately 20-30 minutes to complete however each learner is different and E-Learning offers the flexibility to study at your own pace. Learners will have access to the course for four weeks from their selected start date.

Fees

INDIVIDUAL PLACES

NEA MembersNon-Members
NOT FOR PROFIT ORGANISATIONS£20 + VAT£22 + VAT
COMMERCIAL ORGANISATIONS£22 + VAT£24 + VAT
PLEASE NOTE that the NEA members discount only applies to ‘enhanced’ membership as outlined in the membership documentation.

GROUP / ORGANISATION BOOKINGS

We also offer ‘organisational licences’ to organisations that have a larger number of staff to train. This will provide access to the course for 12 months for a set number of learners.

This type of licence will provide a tailored version of the course specifically for the organisation.

Included within the licence fee is one tailored slide to add information that is specific to your organisation. This may be information on local schemes, contact details etc. Additional tailored slides can be purchased upon request.

The organisation can appoint an admin person who will be able to access reports on learner activity.

Small Organisation Licence (up to 50 learners)

NEA MembersNon-Members
NOT FOR PROFIT ORGANISATIONS£500 + VAT£550 + VAT
COMMERCIAL ORGANISATIONS£550 + VAT£605 + VAT
PLEASE NOTE that the NEA members discount only applies to ‘enhanced’ membership as outlined in the membership documentation.

Medium Organisation Licence (up to 250 learners)

NEA MembersNon-Members
NOT FOR PROFIT ORGANISATIONS£1,000 + VAT£1,100 + VAT
COMMERCIAL ORGANISATIONS£1,100 + VAT£1,210 + VAT
PLEASE NOTE that the NEA members discount only applies to ‘enhanced’ membership as outlined in the membership documentation.

Large Organisation Licence (up to 1000 learners)

NEA MembersNon-Members
NOT FOR PROFIT ORGANISATIONS£1,500 + VAT£1,650 + VAT
COMMERCIAL ORGANISATIONS£1,650 + VAT£1,815 + VAT
PLEASE NOTE that the NEA members discount only applies to ‘enhanced’ membership as outlined in the membership documentation.
For further details and bookings please contact

Lynsey Thompson, National Energy Action

BOOKING FORM

E-LEARNING BOOKING FORM – Bitesize – Identifying Customers in Vulnerable Situations


  • TO BOOK A PLACE ON THIS BITESIZE E-LEARNING MODULE, PLEASE COMPLETE THE FOLLOWING FIELDS. THIS FORM IS FOR INDIVIDUAL LICENCES ONLY, IF YOU WISH TO BOOK AN ORGANISATION LICENCE, PLEASE CONTACT lynsey.thompson@nea.org.uk

    PLEASE NOTE: Once you complete the booking form and select submit you should see a confirmation note on screen. If not and instead you return back to the top of the booking form, your booking is not complete. Please check that all relevant fields are complete (all fields marked with a * are mandatory) and your e-mail address is correct then submit again.

  • 1) PROPOSED START DATE

  • PLEASE NOTE – this course is self-led so there are no set dates to attend (this is just an indication of when you would like your learning to begin. It can take up to 5 working days for login details to be sent).
    DD slash MM slash YYYY

  • 2) BOOKING CONTACT

  • 3) LEARNER DETAILS

  • Click ‘+’ to add additional names.

    Location details are requested to help us monitor the reach of learning across the country. Personal details will not be shared with others.
    NameE-mailCountyPostcode 

  • 4) FEES



  • If your organisation are looking to book 50 or more places, it may be cheaper to block book with an ‘organisation licence’. Please contact: lynsey.thompson@nea.org.uk for further details.

  • 5) INVOICE DETAILS

    The details provided in this section will be used to issue an invoice. Please provide the relevant finance / accounts payable contact details and if needed, a purchase order number to ensure prompt payment.
  • If no purchase order number is required, please enter ‘N/A’

  • 6) TERMS & CONDITIONS

    1. Once in receipt of this completed booking form, NEA shall aim to provide the learner with login details to access the e-learning within 5 working days.
    2. The learner must not disclose their login details to others.
    3. The learner will have access to the course for two weeks.
    4. The e-learning is copyright protected and must not be printed or copied.
    5. Cancellations: any cancellations received after login details are sent will still be charged at the full rate as outlined above.

      6. Notice of cancellation must be confirmed in an email.

      These conditions will not apply if the course is postponed or cancelled by NEA.

  • 7) DATA PROTECTION

  • National Energy Action collects personal information when you book on to a training event; this is used to provide the services requested; report to funders (if necessary); and to evaluate our services. We will not share your details with any other third parties without your consent. By submitting your booking form, you are agreeing to these terms.

    Our full privacy policy can be viewed at the following link – https://www.nea.org.uk/privacy-policy/

  • From time-to-time NEA may also send details of further projects / training events including free courses. Would you like to be included in these mailings?

  • 8) CONFIRMATION

  • If you have read and agreed to the above information please select the submit button below to complete your booking.

    PLEASE NOTE BEFORE SUBMITTING: If you return to the top of the course outline once you select submit, your booking is NOT complete and the form has not submitted properly. Please check that all relevant fields are complete (all fields marked with a * are mandatory) then submit again.

    Once submitted, a confirmation note should appear on screen and you should receive a confirmation e-mail.

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