How we use IDEA
Here are the three steps we use when using this conversational model
Step 1 - notice signs of vulnerability
When something happens to make us think our customer may have a characteristic of vulnerability. For example;
- They specifically shared information with us
- We've noticed they're finding it hard to communicate with us
- They show signs they need support with decision making
- We pick up on something in written communication
- A third party shares information with us
Step 2 - understand the impact and support needs of our customer
Having a characteristic of vulnerability doesn't always make you vulnerable.
IDEA helps us understand the impact of the situation, or condition, on our customer and whether they have additional or different support needs.
Is there a need to adapt our service now or in the future?
Step 3 - would it be helpful to record?
We only record information that helps us meet our customers' additional or different support needs.
If the answer to the following questions is "yes", then we should use TEXAS and make a record;
- has our customer shared something which would be helpful to know when we interact with them?
- Is there a need to adapt our service now or in the future?
- Could our actions or inactions cause forseeable harm if we don't make a record?