StAFF Handbook

Welcome to North London Bikur Cholim (NLBC). We are pleased to have you join our dedicated team committed to delivering exceptional care and support to our clients. At NLBC, we uphold values of compassion, respect, and professionalism in all our activities. This handbook is designed to support you throughout your employment by providing an overview of our policies, procedures, guidelines, and available resources to help you succeed in your role and ensure we create a safe, respectful, and professional environment.

2. About NLBC

Our Mission, Vision, and Values: Visible at the bottom of our homepage

Organisational Structure: NLBC is structured to support collaboration across different teams to deliver high-quality care services. The key departments include:

Client Services Team: Manages client care, assessments, and service delivery.
HR Team: Oversees recruitment, onboarding, training, and staff support.
Compliance Team: Ensures that all services are in line with CQC and statutory requirements.
Finance Team: Manages payroll, expenses, funding, and financial compliance.

This collaborative structure helps us maintain effective communication, meet client needs, and uphold our values of integrity and excellence in care.

3. Your Employment

Employment Policies: NLBC is an equal opportunity employer committed to ensuring all staff are treated fairly and respectfully. Our policies are designed to create a safe and supportive workplace, free from discrimination and harassment. These include equal opportunities, non-discrimination, flexible working arrangements, and anti-bullying policies.

Code of Conduct: You are expected to act with integrity and professionalism in all your interactions. This means maintaining confidentiality, respecting colleagues and clients, adhering to our policies, and representing NLBC in a positive manner.

Probationary Period: During your initial probationary period, which typically lasts 3-6 months, your performance will be reviewed to assess your suitability for the role. The probation period provides an opportunity for us to support you in adjusting to the work environment and identifying any training needs.

Hours of Work and Attendance: Your specific hours of work will be outlined in your employment contract. We expect staff to be punctual and adhere to their work schedules. If you are unable to attend work or are running late, notify the office as early as possible so we can make alternative arrangements.

Annual Leave and Time Off: To maintain a healthy work-life balance, you are entitled to annual leave as specified in your contract. Leave requests should be submitted well in advance to ensure adequate cover is in place. In the event of illness, follow our sickness absence procedures and notify the office at the earliest opportunity.

All our Policies can be found here on CarerConnection

4. Roles and Responsibilities

Role Expectations: NLBC provides a range of services, and each role is key to delivering exceptional care and support to clients. You will be given a role description that outlines your key duties and responsibilities. Make sure you fully understand your role, attend all relevant training sessions, and stay informed about changes that may affect your duties.

Performance Management: Performance is assessed through regular annual appraisals, spot checks, reviews, and audits of records. We also use key performance indicators (KPIs) to help ensure that quality standards are being met. These are tailored to specific roles and are used to guide improvements and monitor the quality of services provided.

For example for carers these may include timely reporting, attendance, and client satisfaction.

Training and Development: We are committed to providing training to support your development, including mandatory training (e.g., safeguarding, manual handling) and opportunities for additional skills development. We expect you to actively participate in training opportunities and take responsibility for staying current in your role.

5. Health and Safety

General Health and Safety Guidelines: NLBC places the highest importance on the safety of staff, clients, and visitors. We comply with the Health and Safety at Work Act 1974 and all related regulations. Report any hazards or unsafe conditions immediately to the office to prevent accidents.

Infection Control (Including COVID-19): To minimise the risk of spreading infectious diseases, including COVID-19, all staff must follow infection control measures. These include proper hand hygiene, using PPE as required, maintaining cleanliness, and following government guidelines on COVID-19.

Fire Safety and Evacuation Procedures: Fire safety is a priority, and all staff must be familiar with the fire evacuation procedures at each work site. Fire exits and assembly points are clearly marked when in the office. In the event of a fire alarm at a Clients home, evacuate immediately supporting the Clients exit, and report immediately to the NLBC office. Call 999 if you have any reason to believe there may be a fire.

Manual Handling: Staff must follow safe manual handling practices to avoid injuries. Training in proper lifting techniques and the use of lifting aids (e.g., hoists) is mandatory. Never attempt to lift a load that you feel is too heavy—seek assistance or use appropriate equipment.

6. Safeguarding

Safeguarding Adults and Children: NLBC is committed to safeguarding vulnerable adults, young people, and children. This means protecting our clients from abuse, neglect, and exploitation. Staff must complete safeguarding training as part of their induction, and refresher training is provided in line with the policy.

Reporting Concerns: Any suspicion or allegation of abuse must be reported immediately to Devoirie Eisenzweig, the Safeguarding Lead. NLBC ensures all safeguarding concerns are taken seriously and acted upon in line with local authority procedures. It is your duty to report anything you feel could constitute a safeguarding issue, no matter how minor it may seem.

Freedom to Speak Up: You are able to contact our external Freedom to Speak Up Guardian at any time to raise any concerns or suggestions you may have. We also have Freedom to Speak Up Officers based in the office.

7. Data Protection and Confidentiality

Data Protection Policy: NLBC takes data protection seriously, in line with the GDPR and Data Protection Act 2018. Personal data must only be accessed and processed for legitimate work purposes. Staff are required to keep all client information secure and confidential.

Confidentiality Guidelines: You are required to maintain confidentiality at all times. This includes not discussing client information outside of work, ensuring sensitive information is stored securely, and reporting any data breaches to the office immediately.

8. Equality, Diversity, and Inclusion

Anti-Discrimination and Harassment: NLBC strives to create an inclusive environment where all individuals are treated with dignity and respect, regardless of their race, religion, gender, age, disability, or sexual orientation. Any form of discrimination or harassment will not be tolerated and may result in disciplinary action.

Cultural Awareness: Many of our clients belong to the orthodox Jewish community, and we ask staff to be sensitive to cultural practices and beliefs. Training is provided to help you understand and respect our clients' cultural needs.

9. Communications and Technology Use

Email and Internet Usage Policy: NLBC provides email and internet access for work purposes. Limited personal use is acceptable as long as it does not interfere with work. Accessing inappropriate content or using NLBC resources irresponsibly is strictly prohibited.

Social Media Guidelines: Be mindful of what you share online. Do not post anything that could bring NLBC into disrepute or breach confidentiality. You should not identify yourself as an NLBC employee or post pictures or information about clients or work-related activities on social media.

10. Pay, Benefits, and Expenses

Salary and Payroll Information: Your salary is paid on a monthly basis. If you have questions about your pay or any deductions, please contact the payroll team. Pay is calculated based on your worked hours, and overtime payments are made in line with your contract terms.

Benefits and Perks: NLBC offers benefits such as paid annual leave in line with statutory requirements, statutory sick pay, and ongoing professional development opportunities. Details of these benefits will be provided during your induction.

Expenses and Reimbursement: If you incur expenses on behalf of NLBC (e.g., travel or materials), these must be pre-approved. Submit all relevant receipts to the finance team within 30 days to receive reimbursement.

11. Leave and Absence Management

Sickness and Absence: If you are unable to work due to illness, notify the office as soon as possible to allow for alternative care arrangements for clients. You may be asked to provide a doctor's note if you are off work for more than 7 days.

Family Leave: NLBC offers family-related leave, including maternity, paternity, adoption, and compassionate leave. Requests for such leave should be made in writing to HR well in advance to allow for proper planning and support.

12. Employee Support and Wellbeing

Mental Health and Wellbeing: NLBC recognises the importance of employee wellbeing and encourages staff to maintain a good work-life balance. If you feel you need support, please contact the office for onward referral to appropriate services. NLBC has a trained Mental Health first aider available to support our team.

Support and Resources: Regular updates are provided to help you maintain physical and mental health, and resources are available to support you in managing work-related stress or challenges.

13. Policies and Procedures

Whistleblowing: If you witness malpractice, abuse, or unethical behaviour, you are encouraged to report it in line with our whistleblowing policy. All reports are treated confidentially, and there will be no retaliation for raising concerns in good faith.

Grievance and Disciplinary Procedures: If you have a grievance about your employment, raise it with your line manager in the first instance. We are committed to resolving grievances informally where possible. Serious breaches of policy or misconduct may result in disciplinary action, following due process.

Complaints Process: Clients or their families may wish to make a complaint. Any complaint should be documented and reported to your line manager, who will follow up appropriately. Complaints are taken seriously and investigated fully.

14. Professional Conduct and Behaviour

Code of Ethics: All staff members must act in the best interests of clients, uphold high ethical standards, and maintain professional boundaries. This includes being honest, acting fairly, and respecting the dignity and rights of those you care for.

Dress Code: NLBC maintains a modest and professional dress code. This means wearing clean, tidy, and appropriate clothing that does not compromise personal or client safety. Personal hygiene is important, and clothing should be washed regularly.

The Code of Conduct sets the standard expected of all adult social care workers and healthcare support workers in England.

15. Feedback and Communication

Team Meetings and Communication Channels: Regular meetings are held to discuss issues, share updates, and maintain effective communication. Staff are encouraged to raise any questions, suggestions, or concerns at these meetings or contact their supervisor if needed.

Performance Reviews and Feedback: You will receive regular feedback on your performance through appraisals, spot checks, and informal discussions. Feedback is intended to support your development and help you meet your role expectations effectively.

16. Contact Information and Resources

Key Contacts:

For most general queries, contact Rachel Holles, the Carers Team Leader, who can signpost you to the right resources.

For any safeguarding matters, reach out to Devoiri Eisenzweig. If you need support with Birdie, please contact the office directly.

Office Hours & Contact:

Monday: 9:30am – 5:30pm

Tuesday: 9:30am – 5:30pm

Wednesday: 9:30am – 5:30pm

Thursday: 9:30am – 5:30pm

Friday: 9:30am –12:00pm

Call the office: 0208 371 9060

Or contact staff via WhatsApp/ direct numbers: 07396813975

Finance Team:

Monday – Thursday

10:00am – 2:00pm

Email: finance@nlbikurcholim.org

Please copy in your line manager: rholles@nlbikurcholim.org

Out-of-Hours Contact:

Out-of-hours contact is for urgent matters only, such as:

Client cancellations, notifying us you are sick or immediate issues affecting current care, incidents or concerns.

Please do not contact office staff out of hours for general queries .

Useful Links and Resources: A variety of useful resources, including policies, forms, and guidance documents, are available online through the NLBC Carer Connection portal. If you need help accessing these resources, contact the office for assistance.

This handbook is intended to serve as a guide to help you succeed in your role at NLBC. Should you have any questions or require clarification on any of the information provided, please do not hesitate to reach out to your supervisor or the office team.

Report abuse