Recording vulnerability

TEXAS in action

We already recognise there’s a crossover between TEXAS and IDEA. Having already used IDEA to get a better understanding of our customer's situation it’s likely we'll have already covered some parts of TEXAS.

T - It's likely we've thanked and acknowledged our customer at the point they shared.

E - It's unlikely 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 - Is about asking questions - which we would have covered when using IDEA.

S - It's likely we've covered signposting, using IDEA, when asking about the Assistance a customer may need.

So we use IDEA to open up the conversation to ask questions, to get to know our customer, and use the remaining parts of TEXAS to obtain their consent to record the information sensitively and in a way that helps us meet their support needs in future interactions.

Model	Guide
Thank them	Thank you for sharing I appreciate you telling me what's going on for you
Explain	This information will only be shared within our organisation This will mean you won't need to keep repeating yourself
EXplicit consent	Are you happy for me to make a note of what you've shared today?
Ask	Is there anything you'd like us to do which will help? Are you getting any help from anywhere, for example family?
Signpost	Some of our customers have found it helpful to speak to.... Leave it with me and I'll see what more we can do to support you

Recording vulnerability

TEXAS in action

Model

Guide