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Our approach

Our approach

For more information, please see our policy and procedure 

The two conversations

Our two-conversation model puts people at the heart of everything we do and recognises that people are the experts in their own lives.

It helps us understand a resident's vulnerability and immediate needs and enables us to focus on what matters to them when delivering services.  

This model consists of two key conversations staff members should engage in when a vulnerability is identified and when providing ongoing support: 

  • Conversation 1: The aims of this conversation are to understand the resident's vulnerability, address any immediate safety concerns or support needs, and respond to the tenant tenant or household member in a validating and enabling way. This conversation is to use during stage 1, identification of vulnerability or disability. 

  • Conversation 2: This conversation aims to further understand the barriers and strengths a tenant or household member might be experiencing, enabling us to provide ongoing support. This conversation is to be used by staff members when providing ongoing support to tenants experiencing vulnerabilities. This should always take place after a conversation 1. As vulnerability is dynamic, conversation two should be revisited if there is a change to the tenant's situation, which could impact the barriers they face, or support needed.   

Last updated: 16 May 2025