Recording vulnerability

• Why we record
• What we record
• When we record
• TEXAS in action
• Using IDEA and TEXAS
• Unable to gain consent
• When to escalate

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Using IDEA and TEXAS

We use IDEA to get a better understanding of our customer's situation. Having done this we’re able to decide whether to record some information and if we do, we use TEXAS to gain the customer’s consent.

TEXAS is a conversational tool which helps us demonstrate we care when a customer shares information with us. It's not just about recording data.  It's about recognising the person and the significance of what they've shared.  And, like IDEA, TEXAS can be used in any order.

There's a cross-over between the "A" in both models.  Having used IDEA, you may already have completed some elements of TEXAS.