Supporting clients – key principles

CPAG

Supporting clients – key principles

Surviving Economic Abuse, in partnership with Money Advice Plus, has produced a helpful ‘conversation kit’ for debt advisers.1See The guide outlines eight principles advisers should be aware of when dealing with a client who may be experiencing, or is a survivor of, economic abuse.

1 See »

Principle 1: Be patient

A client may not have access to the documents normally needed to support them fully. While this can seem frustrating, and you may feel that there is little you can do to help with these gaps in information, being patient with your client may give them the space they need to explain why they do not have the information or documents required.

Principle 2: Try to understand the client’s spending

An abuser’s control could transform unnecessary spending into priority spending for a client – eg, they may be insistent that certain expenses are met to the detriment of essential spending like rent. Avoid blaming the client for unusual spending, as this may make them less likely to share further information.

Principle 3: Understand why clients may not disclose abuse

It is important to understand why some clients may not disclose their experiences of economic abuse.

They may be:

•ashamed about the situation they are in;

•afraid of the abuser finding out that they have spoken to an adviser;

•worried about being judged in the response they receive;

•concerned that it will negatively affect the support they are offered;

•unaware that a debt adviser can support them if they are experiencing economic abuse;

•coming to terms with the abuse they are experiencing.

The client may have lived with the abuse for a long time. It may seem ‘normal’ to them, and they may be unaware that what they are experiencing is a type of abuse.

Principle 4: Create the right environment for the client to talk

There are certain things advisers can do to make it easier for clients to talk about the abuse they are experiencing and to let them know that they are there to support them, including creating a safe environment.

•Remember that they will need to speak to you when their abuser is not around. Ask if it is a convenient time for them to talk and if it is safe for them to do so, or if another time would be better.

•Would they prefer a telephone or video call, or would they like to make an appointment to speak with you face-to-face?

•Is there a code word that the client would like to use to indicate when they are not able to speak?

•Would the client like you to pretend to be someone else if the telephone was to be suddenly taken by the abuser?

•If leaving the client a message/sending a text, check it is safe to do so.

Principle 5: Ask the question

If you suspect that a client may be experiencing economic abuse and they have not yet disclosed this directly, it may be appropriate to ask more questions about their situation. Ensure that the environment is right for them to talk and assure them they are supported.

Asking some softer questions (eg, ‘how are things at home?’) can open conversation around the topic and may be better than direct questioning, which may make the client feel threatened.

Principle 6: Listen

Active listening skills help to create an environment in which a client can speak openly. When you actively listen to your client, this will also help to ensure that you learn as much information as possible to be able to support them appropriately.

Remember to give space and time for the client to explain their situation. If your appointment slot is not long enough to cover all the facts, you should arrange a mutually convenient time to continue the conversation.

Principle 7: Respond appropriately

It is important to avoid judging your client – eg, expressing shock or horror at what you hear. The client may have had judgmental responses previously, which may have made it harder for them to talk.

Responses that judge the actions of the client and indicate that they need to be better at budgeting can also reinforce things that the abuser may say to belittle them, Advisers have an opportunity to counter these messages and help rebuild their client’s confidence with money. This can, in turn, encourage them to reach out for help from other sources.

It is also important to give a professional response that shows understanding and lets the client know there are things you can do to help relieve the financial pressure they are under and help them regain control of their finances.

Remember that the abuser is controlling their behaviour and that an adviser can help empower them to regain control, rather than tell them what to do.

Principle 8: Offer support

By being there, empathising and listening, you are already providing support to the client. There may also be other ways in which you can offer practical help that eases the day-to-day financial burden the client is experiencing.

Discuss with the client the options they have for establishing a more secure economic position, including reducing their outgoings and increasing their income. But remember that the abuse the client is experiencing may mean that some options normally suggested could put them at risk of further harm.

For example, some changes to banking could lead to the bank sending a letter to their address, or an address that the abuser has access to. The client will be the best judge of their own safety, so never push them to pursue any action.

Base text size -

Chapter illustrations ()