Zero Tolerance Policy

POLICY ON ZERO TOLERANCE ON THE ABUSE OF STAFF

Table of Contents

POLICY ON ZERO TOLERANCE ON ABUSE OF STAFF

1. Introduction

Personal Match UK LTD (thus known here as PMUK) are committed to providing a culture and work environment where employees/staff may undertake their duties without fear of abuse or violence. Any violence, abuse or threatening behaviour towards PMUK staff from either within the PMUK organisation and/or with clients will not be tolerated and any incident may result in the clients contract being cancelled and, in extreme cases, the Police being contacted.

We are committed to:

Ownership and responsibility for staff safety
Introducing preventative measures to minimise the risk to staff
Ensuring that all staff are appropriately trained
Reporting and monitoring all incidents
Communicating to staff to ensure awareness of policy and procedures
Staff support including appropriate support in taking action
Public Awareness of our Zero Policy Statement

All staff have a vital role to play in protecting themselves, including participation in appropriate training, reporting of incidents and taking appropriate action against abuse or violence.

2. Purpose of this Policy

To achieve and maintain a positive attitude and approach towards PMUK staff
To identify and prevent incidents of abuse including aggression, violence, verbal abuse and harassment
To protect staff in the event of an abusive and/or violent incident
PMUK will seek to ensure that staff receive appropriate support in recovering from the effects of an incident and in trying to prevent recurrence

3. Accountability

The Directors will be accountable for the effective implementation and monitoring of this policy across the organisation. Responsibility for the day to day implementation will rest with the Relationship Managers at PMUK.

Any claims, complaints, concerns or investigations thus made, will be conducted by the Relationship Managers at PMUK.

4. Definitions

The following definitions have been set out in the Departmental Circular HSS (Gen) (3) 2007 on Zero Tolerance:

Non Physical Abuse: The use of inappropriate words or behaviour causing distress and/or constituting harassment. This includes receipt of abusive telephone calls from anysource.
Physical Abuse: The intentional application of force against the personof another without lawful justification resulting in physical injury or personal discomfort.
Anti-Social Behaviour: The following are examples of anti-social behaviour that are not acceptable at or in connection with work:
Excessive noise e.g. loud or intrusive conversation, or shouting
Threatening or abusive language including excess swearing or offensive remarks or gestures
Derogatory racial, religious or sexual remarks or behaviour
Malicious allegations relating to members of staff
Intimidation, threats or threatening behaviour
Harassment or stalking
Violence, perceived acts of violence or threats of violence
Any explicit or implicit challenge to the safety, well-being or health of any member ofstaff
Brandishing weapons or objects which could be used as weapons
Text messages, Whatsapp messages and phone calls that contain harsh tones, derogatory words and inappropriate conduct
Online harassment such as incessant emails (or any other online system used to communicate with staff at PMUK) to staff and/or emails with hate, threat or abusive tones, language

5. Role of Directors

The Directors at PMUK must, in consultation with staff and their representatives carry out an assessment of the risk of violence and abuse within their working environment and within the scope of their responsibilities. They have an on-going duty to:

Establish a safe system of working conditions for their staff including, where necessary, an assessment of the compatibility of the employees circumstances/condition with the workplace
Ensure that a systematic assessment of training needs is carried out for staff within their area of responsibility
Ensure that appropriate training is provided to and accessed by all staff
Keep a record of all grievances made to, from and about their staff or organisation
Ensure that staff receive relevant and timely support including counselling following incidents of violence and/or abuse so that staff and management are enabled to evaluate and learn by experience and to ensure prevention of reoccurrences.

6. Role of Senior Staff

Relationship Managers have a responsibility to:

Ensure that staff understand the policy and related operational procedures with regard to handling incidents of violence
Ensure that where staff have identified any potential area of risk, a risk assessment is carried out
Ensure that where staff are placed in imminent danger, immediate action is taken to minimise or remove the danger
Ensure that staff attend appropriate training to their responsibilities/role within the organisation (as identified through the risk assessment process)
Ensure that records for risk assessments and training conducted are maintained and easily accessible
Ensure regular meetings are held with staff and Directors to discuss and evaluate the risks and preventions
Ensure that relevant reporting documentation has been completed to an exceptional level and available for any investigational purpose
Provide timely and appropriate support to staff who have been victims of violence and/or abuse
Ensure relevant support for staff is available, in relation to all incidents of abuse or violence at work, whether remotely or within the offices at PMUK including violence and/or abuse or any discrimination related to sexist, disability, gender, race, age, religion or political opinions.
Ensure complaints are acknowledged and addressed with the complainant and staff member within 48 hours of the complaint and a full investigation, where appropriate is carried out within 30 calendar days of the complaint. If further time is required, the Relationship Manager in charge of the complaint must liaise with the complainant and staff member
Ensure each complaint is registered on file within 48 hours

7. Role of Employees

All staff have the responsibility to:

Accept responsibility for their own safety
Consider the safety of others who may be affected by their actions or omissions
Familiarise themselves with and follow this policy and the attached guidelines
To report any incident, concern, possible threat, complaint which can affect their personal safety and/or the safety of and the reputation of their employers, PMUK, to their managers attention in a detailed, appropriate and timely manner
Participate fully in risk assessments conducted in their work area
Participate in any mandatory training that is made available to them
Participate in any training offered, expected and recommended in line with identified needs
Record details of incidents on an appropriate report form provided by PMUK
Contribute towards reviews, investigations concerning any violent and/or abusive incidents in which he/she has been involved

8. Training

This policy will be incorporated into the mandatory PMUK Induction Training for all staff.

During the length of employment with PMUK, all staff training needs identified will be addressed, conducted and recorded in an appropriate way.

It will be the responsibility of the Directors and the Relationship Managers to ensure that all staff attend appropriate training, including refresher courses and records are kept on file securely.

9. Reporting, Investigating and Monitoring

All incidents of violence and/or abuse to staff must be formally reported to their Relationship Manager or Director using the PMUK Adverse Incident reporting procedure
Monitoring of all incidents will be carried out by the relevant Senior Manager and any follow up action required will be assessed to ensure that it is appropriate and has been carried out in a timely manner