This handbook provides information and guidance on, as well as our expectations of, how you should conduct yourself as a staff member. Please take the time to read this handbook; should you have any queries about its contents then please contact the Registered Manager for clarification. This handbook should be read in conjunction with your statement of main terms of employment and reflects induction information and training. In addition, a paper version of all policies can be found in the office and an electronic version can be found on the website on the staff portal.

The handbook is intended as a guide only, and therefore it does not take the place of the formal mechanisms of monitoring and supervision within the organisation; however, it does complement the information given during induction.

This organisation is committed to the principles of equality and diversity for all. This commitment underpins and impacts upon every area of activity and it influences how we work and what we do. This means that the organisation is a place where everyone, whatever their circumstances or background, is welcomed, fully respected, and treated in a professional and friendly manner. All staff will have equality of opportunity and appropriate support. We do not condone any discriminatory act or attitude during the conduct of business with our service users, partner agencies or staff and will take all appropriate and necessary steps including disciplinary action if a discriminatory act is proven.

We remind you that during performance of your duties you are an ambassador for the organisation; we therefore respectfully request that you keep in mind, at all times during the course of your work, that the organisation’s reputation can easily be lost. Reputation is paramount within the care sector; if, therefore, we can establish between us a relationship based on fairness and mutual respect then that will ensure that we build a reputation that results in consistent growth of the business and good employment opportunities for all our staff.

We welcome you to our organisation and hope you enjoy your employment with us.

For and on behalf of the organisation,
Carly Fortune

This section of your handbook is correct at time of issue. When there are changes to pay rates or your general conditions of service these will be conveyed via a memo from this organisation and will supersede the relevant portions of this handbook. Your general terms of employment are set out below. Please refer to your statement of terms of employment for further detail and in the event of any discrepancy between the Statement of Terms of Employment and this Handbook, the Statement will prevail.

This section of your handbook is correct at time of issue. When there are changes to pay rates or your general conditions of service these will be conveyed via a memo from this organisation and will supersede the relevant portions of this handbook. Your general terms of employment are set out below. Please refer to your statement of terms of employment for further detail and in the event of any discrepancy between the Statement of Terms of Employment and this Handbook, the Statement will prevail.

All staff will be subject to a twelve-week probationary period. During this time ongoing monitoring of your competencies will be part of your induction training using the Care Certificate Induction Standards 1‒15 issued by Skills for Care and feedback from observations by a registered healthcare professional where required.

All staff will have 5.6 weeks leave per year, pro rata to the number of days worked (Inclusive of bank holidays:

5-day worker — 28 days
4-day worker — 22 days
3-day worker — 17 days
2-day worker — 11 days
1-day worker — 6 days

Holidays should be booked using the holiday booking form and must be authorized by the Line Manager, i.e. signed, before the leave request is deemed to be authorized. A minimum of four weeks’ notice is required for leave lasting more than a week. Leave is authorized on a first-come, first-served basis.

All absence must be notified as soon as practicable via telephone (no texts), either to the office or out-of-hour’s on call, whichever appropriate.

Generally, unplanned absence due to sickness or injury means it is difficult for us to plan day-to-day operations; it is therefore essential that we have good absence procedures in place to keep absence to a minimum and to deal effectively with a staff member when they are absent.

If a staff member is absent for up to seven calendar days then a GP is not obliged to provide a written certificate confirming the reason for absence without requesting a payment. It is therefore usual for staff to complete a self-certification of absence in this case. This must be completed immediately upon their return to work, prior to an interview with a manager.

If the absence is, or is likely to be, in excess of seven calendar days then the staff member should arrange to see their GP (or another medical professional) and obtain a ‘fit note’ (or Statement of Fitness for Work), the original of which must be sent into work.

The fit note issued by GPs may indicate ways to help the Staff member return to work subject to the agreement of the organisation. This could include discussion of the following with the Staff member:

Upon their return to work the staff member should have an interview with an appropriate manager so that the reason for their absence and can be discussed, and also so that the staff member can be updated with anything relevant to their job that has occurred during their absence.

Notes should be taken of the interview.

If a staff member’s absence reaches an unacceptable level then the manager will need to take the necessary steps to address this problem.

Firstly, the reason for the absence will need to be obtained. If there is an underlying health condition or disability at the root of the absence then a report from a medical professional and/or occupational health professional may be required together with disclosure of their medical records (subject to certain statutory protections) the written consent of the staff member is necessary before being able to obtain such a report. Upon receipt of the report, the staff member’s condition and the contents of the report will then need to be discussed with the staff member and, if applicable, any reasonable adjustments considered that would enable them to continue working for the organisation. If the staff member does not allow access to their medical records or a report to obtained then the same process must be followed but without the help of a medical professional.

If the absence is not part of an ongoing health problem then it may be appropriate to follow normal disciplinary process, in which there is no need to obtain medical reports.

Notes should be taken of the interview.

If a staff member qualifies for SSP then the employer is responsible for payment of such. SSP is payable for a period of 28 weeks, providing the weeks fall within a so-called “period of incapacity”.

A “period of incapacity” is defined as a period of sickness that lasts for four days or more. If two absences or more are separated by 56 days or less then the absence counts as one “period of incapacity”.

The first three days of absence in one period of incapacity are “waiting days” and do not command any SSP payment. If the staff member is absent on more than one occasion, and the occasions are separated by a period of more than 56 days, then there has to be more “waiting days” again before eligibility for further SSP payments.

The staff member’s entitlement to SSP will need to be checked before payment is made. To qualify the staff member must have submitted a certification of absence; this could be a self- certification form for up to seven days’ absence or a medical certificate. They must earn the lower earnings level for a specified amount of time.

If SSP is not be paid then the staff member must be given the SSP1 form, with the absence certificate returned to them (after a copy has been taken for the records).

You must keep in touch during sickness in order that your normal work schedule can be reinstated as soon as you return. The safeguarding of clients is our first concern so please alert us of your sickness as soon as possible before your next shift; let us know the reason for incapacity and the time you would like us to contact you by telephone as to your possible return date.

The duration of incapacity determines the forms to be used

You are paid Statutory Sick Pay (SSP) which is determined by SSP regulations during that financial year. Days that qualify are the only ones for which you are entitled to receive payments.

You are paid Statutory Sick Pay (SSP) which is determined by SSP regulations during that financial year. Days that qualify are the only ones for which you are entitled to receive payments.

Any request for Bereavement Leave will be considered on an individual basis taking into account travel arrangements and closeness of relationship. We recognise that in some family situations it can often be a godparent or close family friend who are just as important as familial relationships. In normal circumstances a day to attend a funeral is sufficient, however where the worker takes on responsibility for the arrangements of the funeral or where they have to travel a distance to attend the funeral this will be taken into account.
Exceptional Leave is usually granted in unplanned exceptional circumstances e.g. Flooding, major car accident of a Force Majeure (Act of God). All of which would be taken into account in the consideration of the duration of the leave.

As a Staff member you are allowed time off to deal with an emergency involving a dependant. A dependant could be a spouse, partner, child, grandchild, parent, or someone dependant on you for care. You will be allowed a reasonable amount of time off to deal with the emergency. There is no set amount of time it depends on the situation and will be discussed and agreed with your manager. it is important to let your manager know quickly when the emergency arises so that the amount of time off can be agreed. There are no limits on how many times you can take time off for dependants however, your manager may want to talk to you if they think time off is affecting your work. It will be agreed with your manager whether this will be paid or unpaid time, there may be an option to take emergency holidays if the situation is likely to last a little longer.
Exceptions
You would not be eligible for this leave If you knew about a situation beforehand. For example, you would not be covered if you wanted to take your child to hospital for a pre-arranged appointment. In these situations please talk to us and we can discuss options available which may include unpaid leave, swapping shifts or annual leave
Exceptional Leave is usually granted in unplanned exceptional circumstances e.g. Flooding, major car accident of a Force Majeure (Act of God). All of which would be taken into account in the consideration of the duration of the leave.

On occasions of a specific major events such as a pandemics, furlough leave may be introduced on government led advice dependent upon the situation. This absence would only be available in very specific circumstances.

If there is a reduction in work, we may temporarily lay you off without pay or reduce your working hours and your pay proportionately on giving one week’s notice in writing. Depending on the circumstances you may have a statutory right to a guaranteed payment.

The code of practice previously issued by the General Social Care Council (GSCC) can now be found via the Skills for Care website. Skills for Care have also issued a code of conduct for all staff. All staff as part of their induction receive a copy of the current codes, and these will be updated as required. In addition, we take seriously the monitoring and accountability of staff, and this is core to the delivery of a quality service.

Staff must adhere to the Social Media and Networking Policy.

Please refer to relevant policies. These can be access in hard copy from the office or online in the staff portal.

All staff are expected to undertake training as required and identified by the organisation in order to update and refresh their skills.
Staff must adhere to the Social Media and Networking Policy.

Please refer to relevant policies. These can be access in hard copy from the office or online in the staff portal.

All staff are expected to undertake training as required and identified by the organisation in order to update and refresh their skills.
Staff must adhere to the Social Media and Networking Policy.

Please refer to relevant policies. These can be access in hard copy from the office or online in the staff portal.

Skills for Care – Care Certificate or equivalent training and assessment will take place before commencing duties unless the Staff member can evidence having completed this induction with a previous employer; if so, they will be required to undertake an induction into the organisation that will include any area of the service that the manager deems necessary to enable safe working.

All staff will be registered for the appropriate vocational units as identified by Skills for Care. These national qualifications will not only be part of staff development but ensure the correct skill mix in staff to meet the needs of the clients. The choice of units or awards will depend on the individual’s job role, the needs of the service users, and the needs of the organisation.
Nursing staff must keep up to date as required and identified by the Nursing and Midwifery Council (NMC) so as to maintain their registration. This will include refresher courses and study days in order to evidence their mandatory CPD and meet the needs of service users.
An individual training and development plan will be agreed on completion of your induction training. Mandatory training—such as on safeguarding, infection control and the Mental Capacity Act 2005—will be given regularly, along with any other training deemed necessary to meet the needs of service users; these will all be incorporated into a training matrix. Your competency will be internally assessed throughout your time with the organisation.
The organisation has a system of succession planning that enables staff to have opportunities to grow within the organisation. You will receive regular supervision with a senior colleague and a quarterly appraisal; these will form an important part of your CPD.

Please read and sign your statement of main terms of employment and alert us to any mistakes or errors regarding your details. If you receive any criminal convictions or have been arrested or charged with an offence during your period of employment with us then you are required to inform us as part of your contract

Pension information will be included in the Statement of Terms of Employment/ Contract. In line with legislation, if you qualify for auto enrolment you will be automatically enrolled into the relevant pension scheme. Please note you can only opt out of the scheme after you have been enrolled. For more details about the scheme and contribution rates, please refer to your pension information pack or speak to your manager

From time to time the grievance or disciplinary procedures may need to be invoked. This organisation is committed to the fair and equal treatment of all staff. Please make sure you have read and understood the relevant policies.

During your induction reference will be made to the organisation’s policies and procedures. It is your responsibility to read and understand your role as a staff member in relation to the policies and procedures. Policies and procedures will be discussed and explained on occasion at staff meetings, and they are the foundation of all our training courses and workshops.

You will receive log in details to the staff portal during induction, which will allow you to access an electronic version of all policies and procedures.

Information acquired in any of the following ways shall be confidential and such information should not, at any time (whether before or after the termination of your employment), be disclosed to any person without prior consent

If you are unsure about the status of information in respect of confidentiality then assume it to be confidential until you have contacted the office for further guidance.
Any enquiries received from the media, e.g. newspapers, magazines, TV or radio reporters or photographers, should be directed immediately to the office.

In some very exceptional circumstances, it can be necessary to breach confidentiality. These might include where a staff member learns that a criminal offence has been or is likely to be committed, or where a service user is in imminent danger. Refer these circumstances to the office immediately. Please see the Whistleblowing Policy.
A breach of confidentiality can, dependent on the circumstances, invoke disciplinary procedures up to and including dismissal.

This organisation takes very seriously the moral and legislative requirements regarding the safeguarding and protection of both service users and staff. We have a robust recruitment and selection policy; as a staff member you have responsibilities to ensure that, at all times, you act in a way that promotes the safeguarding and protection of our service users. All staff are required to adhere to the standards set by regulatory bodies.

You will be issued with an ID badge that remains the property of the organisation. This must be carried at all times and, where requested, must be available to service users and other professionals where appropriate, e.g. health, police, and fire services, the coroner’s office etc. This includes Care Quality Commission (CQC) inspectors and staff such as social workers from the local authority’s social services or contract monitoring teams

Refer to the organisations policy regarding gifts and legacies which sets out clearly what is acceptable and what needs to be reported for authorisation.

There should be no assumption that relatives or family members have a right to information regarding service users. During the assessment of needs process, we gather information from the service user regarding with whom it is and is not appropriate to share such information. Often family members are present whilst the service is delivered. Discussion regarding the service user, their wishes or preferences should be kept to a minimum in order to safeguard and protect the service user’s right to privacy and dignity.

From time to time we can, during the course of our work, come across circumstances that lead us to question the relationship between the service user and a member of family, visitor or another professional. In these circumstances, all staff need to be aware of their duty of care to the service user. To do nothing is not an option.
Please refer to our Adult Safeguarding Policy

The aim of this section is clarifying the points identified and set out below. This guidance is for all staff and if further clarification is required then please contact the office.

As a staff member, you will come into contact with service users, members of the public and other multi-agency partners. It is important that you present a professional image in regard to appearance and standards of dress. Whilst at work, staff are expected to be appropriately dressed; in the uniform provided. You must carry your ID badge at all times. Office staff are expected to maintain a similar standard. In addition, disposable gloves, aprons, masks and antibacterial gel are available from the office, where applicable.

Staff are not permitted to smoke whilst in a service user’s home, even if given permission by the service user. If you smoke in between service users then you must ensure that you do not arrive at the next visit with the smell of smoke on your clothes or breathe. Smoking is strictly forbidden in any company building or vehicles.

These measures are to protect service users and other staff members who may be at risk of a particular infection.

It is your responsibility to ensure that adequate supplies of protective clothing and equipment are available at all times.

Strict infection-control procedures should be observed, particularly in the preparation of food in the home of a service user who has a pet of any kind. Please pay special attention to hand washing when handling birds or any other animal.

If your performance or attendance at work is affected by alcohol consumption or drug taking outside of working hours then you may be subject to disciplinary action and, dependent on circumstances, this could lead to your dismissal; these circumstances will be dealt with via the disciplinary procedures.

It should be remembered that within the service user’s home the use of mobile phones can at the least be seen as a distraction and at worst as downright rude. Please restrict the use of mobile phones other than in emergency situations or to answer a call from the office as it may be information relating to that service user. Office staff will do their best to keep calls to a minimum whilst you are within a service user’s home.

No duties will be offered to a staff member until they receive full induction training, shadowing and have been deemed safe to work independently. The allocation of duties will be dependent on each staff member’s skills, competencies, experience, availability and the needs, and where appropriate preferences, of service users. We will inform staff on their visit schedule or by telephone the type of tasks and duties undertaken for each service user. It is the staff member’s responsibility to ensure that the care plan is read on the first visit to a new package and signed to say it has been read.

Occasionally, on a random basis, staff will be spot checked during the delivery of the service. The spot check will be undertaken by a competent and trained member of staff. This spot check, and the completed form associated with it, will then be discussed during formal supervision by the manager. This will usually be a routine activity to evidence standards and drive improvement, so please do not be upset when this occurs.

All tasks identified in the care plan should be undertaken during the visit; if for any reason it is not possible to complete the tasks then the office should be informed.

Only service users who require medication will have MAR charts in situ. They must be completed in full, particularly the MAR chart and the error-reporting sheet. You will receive training in the safe administration of medicines before being expected to perform this task.

Effective emergency aid relies on observation, assessment and immediate action by someone who is calm and able to rationalise and make judgments. Never place yourself or the service user in danger.

Be realistic about your limitations and summon assistance as soon as is practicable; if in any doubt, summon assistance via 999 or request advice via the GP or NHS III. Never leave a service user until you are sure you have done as much as you can to assist them and to ensure that medical assistance arrives. Upon the arrival of the health services your role is to comply with any requests they make.

The office must be informed as soon as is practicable and a record made as appropriate.

Any duties that include moving and handling cannot be undertaken until you have completed a certified moving and handling course at this organisation and have been assessed as competent, which course forms part of your induction training.

Risk assessments are a mandatory requirement within the care needs assessment process and cover a variety of areas including medication, environment, manual handling, health, mobility and more. All risk assessments that have been undertaken as part of the care needs assessment process will be recorded and held within the service user’s home file. It is your responsibility to read them, sign to say you have done so and ensure that they are put into practice.

Appropriate support and training will be given to deal with different behaviours and challenging situations.

All staff must act in the best interests of the service user at all times. This includes the responsibility to report any untoward practice that is identified in the workplace. During supervision you will be asked to comment on and report any practice that you feel is unsafe and which places staff or service users at risk. There is a formal supervision system in place, but if you feel that your comments or views are not being heard then you must bring this to the attention of the Registered Manager. You must be aware of the Whistleblowing Policy and your role in adhering to it.

In order to continuously improve the service, comments and complaints must be listened to and acted upon. Remember, if you deal with the grumbles you will often negate the complaint. Staff have a role to play in ensuring that the views of service users are heard. This means encouraging service users to comment on the delivery of the service and assisting them, where necessary, in making their views known to the appropriate person, for example the registered manager.
Compliments will be shared with staff as we believe it is extremely important that feedback we share isn’t always negative.