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

Glin National College is committed to offering a free, friendly, professional and effective employment service to our clients. Our work method is to provide one-to-one guidance in a safe and confidential environment.  

Glin National College 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 many cases, this behaviour may be minor and can be addressed by the staff member and the client together; however, in the event the behaviour is more severe, 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. Glin National College will not expect or accept its personnel being exposed to this behaviour.  

Glin National College is committed to applying the principles of Natural Justice and fair procedures in every personal safety complaint.

Complaints Procedure & Investigation

1. The staff member must complete 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 third parties witnessed the incident, 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 choice 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 supporting 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, 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 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. Suppose the complaint is upheld and the incident is less severe. In that case, 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 the client can only attend the service at specific dates and times.

15. If the client has been allowed to continue to use the service on a conditional basis, and the inappropriate behaviour does not improve. 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 their 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 later, a meeting should be arranged with this Client and the manager. The manager will then decide if the client can re-enter the service. Suppose a client is accepted back into the services of the organisation. In that case, 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 Board of Management of Glin National College. 

If the manager makes a complaint, the manager will investigate 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 continually.

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.

A counselling service for one-to-one support, if required, as a third support structure.