3.4 Personal Safety Policy – Complaints Investigation Procedure

Purpose

The purpose of this policy is to outline the company policy on staff who meet clients.

Scope

All present and potential employees.

Policy

NCU Training is committed to offering a free, friendly, professional and effective employment service to our clients. Our method of work is to offer one to one guidance in a safe and confidential environment.

NCU Training recognises that some of our clients may find themselves under severe levels of pressure or strain and that from time to time this may manifest itself as inappropriate behaviour. In a lot of cases this behaviour may be minor in nature and can be addressed by the staff member and the client together, however, in the event where behaviour is of a more serious nature, the safety of the staff member will take precedence.

Unacceptable levels of behaviour may include verbal abuse, physical assault, sexual innuendo, threatening behaviour or intimidation/conduct of any kind. This list is indicative but not exhaustive. NCU Training will not either expect or accept its personnel being exposed to this behaviour.

NCU Training is committed to applying the principles of Natural Justice and fair procedures in every personal safety complaint that is made.

Complaints Procedure & Investigation

1. The staff member must fill out an incident report form and forward a copy to the manager.
2. The manager will read the incident report form.
3. The manager will, within one week of receiving the incident report form, interview the staff member. The manager will take into consideration the staff member’s professional recommendation.
4. If the incident was witnessed by third parties, the line manager will interview witnesses within this time frame. The manager will provide the client with a copy of the incident report form and a record of the interview with the staff member and witnesses.
5. The manager will arrange a meeting with the client within two weeks of receiving the incident report form.
6. The client will be informed that they can bring a representative, of their own choice, with them to the meeting.
7. At the meeting, the client will have the opportunity to address allegations that have been made, details of which have been provided to them. The client can inform the manager of any witnesses that can support their version of the event. The manager will interview these witnesses.
8. The manager will provide a copy of the meeting notes with the client and any witnesses to the staff member.
9. Services to the client will be temporarily suspended until the investigation is complete.
10. The manager will consider the complaint and the reply from the client and bring the investigation to a conclusion and make recommendations.
11. On completion of the investigative meetings with all concerned parties the following actions may apply:
12. If the complaint is upheld the manager can decide to withdraw all services to the client indefinitely.
13. If the complaint is not upheld the line manager may decide that there is a valid explanation and find in favour of the client and may decide to transfer the client to a different staff member (The client also has recourse to use the complaints procedure as described in the Service Users Charter).
14. If the complaint is upheld and the incident is of a less serious nature, the manager may decide to allow the client to continue to use the service subject to such conditions as the manager may think fit e.g. six months probation, limited service, two staff members present at meetings with the client or client can only attend the service at specific dates and times.
15. In the case where the client has been allowed to continue to use the service on a conditional basis, and the inappropriate behaviour does not improve, and a subsequent complaint is made to a staff member, this may result in the service being withdrawn following a full investigation.

Withdrawal of Service

Where a decision has been made to withdraw the service from a Client, an email will be sent to staff advising them accordingly. The words “ALL SERVICES WITHDRAWN” and the date will be placed on the client database within each department. The decision will also be recorded on the registration page and the client’s paper file, to ensure that everyone who has access to the system is made aware of the situation.

A “Withdrawal of Service” letter will be sent to the client by the manager stating that the service has been withdrawn because of his/her inappropriate behaviour.

Depending on the severity of the incident or behaviour, the organisation reserves the right to withdraw services immediately while conducting a full investigation.

Where the service has been withdrawn from a client, and they return at a later stage, a meeting should be arranged with this Client and the manager. The manager will then decide if the client can re-enter the service. If a client is accepted back into the services of the organisation, the staff member who reported the initial incident will be informed.

Right of Appeal

In keeping with the Service Users Charter, the client has the right of appeal. This should be in writing to the Directors of NCU Training.

If the manager is making the complaint, their manager will conduct the investigation as set out in this procedure.

Support and Supervision

The company provides group support and supervision to staff that deal with clients on a one to one basis on a continual basis.

This support is three-fold in that each mediator has a ‘buddy meeting’ on a very regular basis to discuss issues, which arise through work.

There are supervised group meetings bi-monthly where all the team come together to address issues.

There is a counselling service for one to one support if required as a third support structure.