девяти руководящи х принципах.pdf

BS ISO 22458 is a voluntary international standard that helps organizations design and deliver fair, flexible, and inclusive services to reduce risks and improve outcomes for consumers in vulnerable situations. Anyone can be vulnerable at any time, and organizations must understand the risk factors that contribute to vulnerability to identify and support struggling consumers. The standard provides guidance on inclusive service provision, including nine guiding principles: accountability, empathy, empowerment, fairness, flexibility, inclusivity, innovation, privacy, and transparency. It recommends undertaking research, building partnerships, engaging with vulnerable consumers, and monitoring customer satisfaction to understand vulnerability. The standard also offers guidance on identifying signs of vulnerability, encouraging individuals to share relevant information, and using an inclusive design approach to reduce the risk of harm and make services accessible and easier to use for everyone.