Your frontline and management teams are taken through ISO 22458 one clause at a time, from commitment and inclusive design to spotting and responding to consumer vulnerability.

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Further Reading

Further guidance on ISO 22458 and consumer vulnerability:

• Consumer Vulnerability
• ISO 22458 Clause 7 - Identifying Consumer Vulnerability
• ISO 22458 Clause 8 - Responding to Consumer Vulnerability
• ISO 22458 knowledge base

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ISO 22458:2022 Awareness Training Course

The ISO 22458:2022 Awareness Training Course is a PowerPoint presentation for introducing staff to ISO 22458, the standard for the design and delivery of an inclusive service for vulnerable consumers. It opens with what ISO 22458 is and how it grew from BS 18477, sets out the clause structure, then works through clauses 4 to 9, from organisational commitment and inclusive design to resources, identifying and responding to vulnerability, and monitoring.

The course supports the staff training the slides describe under clause 6.2, where frontline staff and their managers are trained in consumer vulnerability issues, including the organisation's strategy, policies and procedures, and clause 4.2, where the principles are communicated to staff at all levels. It also gives managers a clause by clause overview before implementation or an internal audit.

What the Presentation Covers

• What is ISO 22458 - a standard for the design and delivery of an inclusive service for vulnerable consumers, and its history from BS 18477, published in 2010, to the international standard published in 2022
• ISO 22458 Standard Overview - the clause headings of ISO 22458 and the topics under each, from commitment, principles and strategy through touchpoints, frontline staff and risk factors to monitoring, evaluation and continual improvement
• Clauses 1, 2 and 3 - scope, normative references and terms and definitions, which are not requirements, so organisations certified to ISO 22458 demonstrate compliance with clauses 4 to 9
• Clause 4 Organisational Commitment, Principles and Strategy - commitment to improving outcomes for vulnerable consumers, the principles from accountability and empathy to privacy and transparency, and a strategy with designated staff and supporting policies
• Clause 5 Inclusive Design - inclusive design at every touchpoint, understanding consumer vulnerability, accessible contact channels, clear and accurate consumer information, sales, payments and billing, and complaints and disputes
• Clause 6 Resources to Support Service Delivery - resources, authority and training for frontline staff, AI in consumer-facing online systems, managing consumer vulnerability data, third-party representatives and supporting vulnerable consumers through interruptions to service
• Clause 7 Identifying Consumer Vulnerability - training frontline staff on risk factors and signs of vulnerability, automated flags, encouraging consumers to share vulnerability information, and creating, referring to and updating customer records
• Clause 8 Responding to Consumer Vulnerability - understanding risks, needs and the individual's relationship with the organisation, response options, shared decision making, referral to specialist support, and improving outcomes for other consumers
• Clause 9 Monitoring, Evaluation and Improvement - monitoring through customer satisfaction, aggregated customer record data, complaints and staff feedback, evaluating the findings, and continual improvement of outcomes for vulnerable consumers

Who Needs an ISO 22458 Awareness Course?

Any organisation working to ISO 22458 needs its people, and its frontline staff in particular, to understand what the standard asks of them. The course suits small and medium sized businesses running their own awareness sessions for frontline staff, new starters and managers without bringing in an outside trainer. It also works as a refresher before an internal or external audit, or as a starting point for the person coordinating the consumer vulnerability strategy.

Included in the ISO 22458 Toolkit

This presentation is part of the ISO 22458 Toolkit and the integrated toolkits that include it.

Delivering the Course

Run the presentation as a group session or a one to one briefing, adding examples from your own business against each clause. Record who attended on the F-Q7 Training Talk Attendance Record.

Spotting the Signs of Vulnerability

The slides on clause 7 give frontline staff practical prompts for recognising vulnerability, asking whether a consumer has difficulty with memory, understanding, communicating, payment or evaluating options. They also set out how to encourage consumers to share information sensitively, without asking for full details of a specific vulnerability, and what to record, namely the minimum relevant information, the situation in the consumer's own words and the facts rather than assumptions.

Pairs with Other Training

For a wider introduction, the Introduction to the Integrated Management System explains how the integrated management system works and Introduction to ISO Audits and Certification covers the audit and certification process. Staff who go on to carry out internal audits can follow up with the Internal Audit Training Presentation.