Recognising the characteristics of vulnerability
Our customers may tell us about the loss of a spouse or family member. Other times they may tell us about the breakdown of a relationship, job loss or that they're at risk of being evicted and losing their home.
Often a person experiencing loss will experience grief. It's a normal reaction and each person's experience is unique.
Some examples of how our customer’s might experience loss are:
Emotional reactions - feelings of forgetfulness, guilt, anger, fear, self-pity, overwhelmed, loneliness and sometimes, relief.
Behavioural reactions - such as shouting, crying, reckless or destructive actions, withdrawal or avoiding talking about their loss.
Physiological - such as not sleeping, body aches, loss of appetite, exhaustion, tightness in chest, lack of energy, inability to concentrate.
Some customers may need additional or different support during this period. For example, they may need support with;
- Making decisions
- Handling their finances
- Looking after themselves
- Emotional resilience
- Companionship