1. Working with LGBTQI clients
January 2017
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2. LGBTQI and using the correct terms
LGBTQI stands for Lesbian, Gay, Bisexual, Transgender, Queer or Questioning, and Intersex
Many people are unsure what language to use when working with members of the LGBTQI community. As a result, they can be reluctant to engage with LGBTQI people for fear of causing offence unintentionally.
The language and terms around this community of clients can seem complex, and a detailed appendix of terms and definitions is attached in the Citizens Advice Best Practise Guide on this area.
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3. The majority of the financial capability and advice issues that LGBTQI people face are similar to those faced by the rest of society, but there are some differences based on legalities. For example, there are differences between the marriage of heterosexual people and civil partnerships of same sex couples (though same-sex marriage has now been legalised and will replace civil-partnerships in the future), and there is also legislation that relates to gender reassignment.
In addition, working with LGBTQI groups often requires some sensitivity and training on behalf of the advisers, as they are a group of clients accustomed to facing prejudice and ignorance, even from organisations meant to support the general public.
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4. How do we engage these clients?
Step One – Review your existing knowledge and skills
Do you already have experience of working with LGBTQI clients?
Do you work with LGBTQI colleagues?
Have you had training on gender or sexual identity?
Have you talked with an experienced trainer about their work with this community?
Do some research about the LGBTQI community in your local area
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5. How do we engage these clients?
Step Two – Outreach and engagement
Deliver sessions to groups of LGBTQI people in settings where they already meet
Ensure that you don’t forget wider access needs around disability, mobility and communication
Find out if your training can be linked to other services that are needed
Local offices that wish to work with the LGBTQI community might undertake some type of LGBTQI equality impact assessment to prove that they are LGBTQI-aware and friendly
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6. How do we engage these clients?
Step Three – Preparing resources
Many training materials are heterosexist (based on the assumption that people are heterosexual). It is important to use examples that include same sex couples and trans people.
Consider the advice or areas of particular concern to LGBTQI clients and link your financial capability sessions to these topics
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7. How do we engage these clients?
Step Four – Getting ready to deliver
If possible, meet with centre support staff beforehand, and discuss the content of your session, its purpose, and the context in which it is being delivered
Check whether organisations have LGBTQI-only, gay-only, women-only, men-only or trans-only spaces within their premises
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8. How do we engage these clients?
Step Five – Delivering sessions
Ensure that if you are working with trans people you know the personal pronouns (he, she, him, her) that learners prefer to use
Be aware that there might be some concerns about confidentiality
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9. Thanks for listening!

10. Our team David Mahon Forums / Training & resources Hannah Luck
Hannah Luck
Forums / Communication & information
Basam Diablos
Financial capability development consultant
Christy McAleese
Service Delivery and Contract Manager-Financial Capability

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