How we use TEXAS
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 - complete the missing parts of TEXAS
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 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?
Step 4 - would it be helpful to record?
We've already recognised the relationships between TEXAS and IDEA. When we come to the end of our call, it's likely that we've already covered some of the parts of TEXAS in our conversation.
T - it's likely we've thanked and acknowledged our customer at the point they shared.
E - it's likely we've explained how we'll use the information as we've only just decided to record it
X - again, it's unlikely that we've asked for eXplicit consent.
A - we've likely covered asking questions when using IDEA.
S - it's likely we've covered signposting, while asking about the Assistance in IDEA.
It's important to think, during your interaction, about what steps you can 'tick-off' as complete and what you still need to cover.