PrivatBank is introducing a new approach to serving servicemen and veterans undergoing treatment or rehabilitation by establishing the Inclusive Service Department. Prior to its full launch, over 140 bank employees completed specialized training in March, aimed at deepening their understanding of veterans' needs and developing trauma-informed communication skills.

The training was conducted with the expert support of the public organization "Human Capital Recovery Platform – ReStart," which has significant experience working with veteran reintegration issues.

A large portion of the bank’s clients are servicemen and veterans, for whom access to basic financial services must be as simple and convenient as possible during their recovery. The new service will allow clients to receive necessary assistance with opening accounts, issuing or reissuing bank cards, as well as with identification and data updates, directly during their treatment or rehabilitation phase.

Services will be provided through an outreach format in the locations where clients need them most: in medical facilities, rehabilitation centers, veteran care spaces, and in the premises of local self-government bodies.

The specialized training completed by the employees covered key aspects of interaction:

• Familiarization with the specifics of the combat mindset.
• Principles of communication in complex or crisis situations.
• The system of social payments and support for servicemen, veterans, and their family members.

Special attention was paid to practical cases and tools that help to better understand client needs and provide the necessary support.