3. Issues for clients and advisers
Although all the clients we see have a degree of vulnerability, clients who have mental health conditions are often particularly vulnerable. They may not react or engage in the same way as a client who does not have a mental health condition. The limitations of the agencies may be difficult for them to understand, as it can often feel that they never talk to the same person or they have to repeat their story several times, which can be exhausting and distressing, or that staff can seem unsympathetic.
Clients with mental health conditions will often unconsciously practise avoidance, including missing appointments or deadlines. They may not return telephone calls or answer emails, or they may have problems focusing during an appointment or lack the motivation to deal with their debt issues. Medication can also make the client easily agitated.
All of these issues can make the job of a debt adviser more challenging. Some of the following techniques can help both you and your client.