Staff

Handbook

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Welcome!

Hello! Welcome to 1st Grade Care,

I am delighted to welcome you as a new member of the team. This Employee

Handbook along with our induction is here to give you support in your first few
months to help you settle in quickly and smoothly to your role and the team.
I hope you find the information provided, useful as you settle in.

At this time, your head is no doubt swimming with lots of new information but don’t
be concerned, you will have plenty of support to enable you to settle in quickly. We
hope you are as pleased to become a part of the 1st Grade Care team as we are to
welcome you among us.

Our mission is:

“To provide homecare that is easily accessible, community centred and culturally
relevant, delivered with compassion, dignity and respect”

Our vision is:

“To be the leading provider of domiciliary care and the employer of choice for
domiciliary care workers”

We will achieve this by:

Exceeding the expectations of each person we support and their families,

creating an exceptional work environment for our staff and
continuously developing and improving our service
Living our Values

Our Values:

Our values represent how we do things around here and are:

· Deliver
· Responsibility
· Integrity
· Voice
· Evolve

You will find out more about our vision and our values as you progress through your
first few months with us.

We greatly value the contribution that you will be making to 1st Grade Care and wish
you every success in your new role and hope you enjoy your time with us!

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Contents

Section 1 – Working at 1st Grade Care

Company Structure 4
Our Values 5
Your Contract with us 11
Policies and Procedures 12
Working Hours 14
The Tagtronics App 15
Taking Time Off / Annual Leave 22
Pay / Pensions / Benefits 26
Performance and Development 27
Training & Development 29
Data Protection 30
When things go wrong 33
Using technology at work 36
Working Standards 39
Leaving 1st Grade Care 44

Section 2 – Working in the Community

About our service users 46

Expectations 47
Staying safe at work 48
Care visits 50
Health & Safety 53
Safeguarding 61
Finance & property 63

Section 3 – Working in the Office

Expectations 64
Staying safe at work 66
Staying safe at work 67

Appendices 68

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 Working at 1st Grade Care

Company Structure
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What we do

Here at 1st Grade Care we offer a domiciliary care service to vulnerable adults living
within the South Wales boundaries. We have approximately 130 employees, who are
diversely qualified and experienced, that assist in providing around 280,000 care
visits each year to approximately 300 service users.

We aim to provide our services to the highest quality, giving our service users
access to a workforce of trained and competent staff they can rely on. We aim to
provide a flexible, tailor made service to each client. It is essential that you respect
service users’ privacy, dignity and values at all times whilst providing the home care
service.

To ensure we deliver a good, reliable and responsive service we have adopted

quality standards which include quarterly supervision meetings, monthly team
meetings and quality management visits to all service users every six to eight weeks.

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Our Values

Here at 1st Grade Care we are passionate about the work we do, so much so, that
we have very clear aspirations for our business and our team.

So, what are values? Well they are three key things:

The Beginning – they are what inspires us

The Means – they are what we do and how we do it
The End – they are what we are trying to achieve
Our values

DRIVE

The way we operate as a business, both with each other, as colleagues, and with
our service users, suppliers and anyone who interacts with us.

Deliver - Never be satisfied with ‘good enough’

Responsibility - Commitment to the workforce
Integrity - Lead by example, act with pride and uncompromising moral standards
Voice - Observe, listen, understand and assist
Evolve - Work smarter not harder

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Living the Values

Deliver – Never be satisfied with ‘good enough’

Excellence is a habit not a goal. We work as a team, sharing a mutual desire to

succeed. We welcome a challenge with enthusiasm and go above and beyond
the call of duty because it’s who we are.

So, what does this look like in practice?

Positive Indicators Negative Indicators

(what we want to see) (what we don’t want to see)

✓ A positive attitude to getting  Avoids doing what needs to be

things done. done.
✓ Do the challenging tasks first.  Makes excuses.
✓ Willingly helps others when time  Is a ‘jobsworth’.
is available.  Avoids challenging & stretching
✓ Stays focused on the task at tasks.
hand and not the peripherals.  Sets unrealistic deadlines and
✓ Doesn’t settle for good enough – gives negative feedback.
aims for first place not third.  Being unhelpful.
✓ Goes the extra mile.  Saying ‘That’s the best I/we can
✓ Does the best job they can? do’.

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Responsibility – Commitment to the workforce

We are dedicated to attracting, engaging and retaining talent through a culture

that nurtures success, develops careers and invests in people. We reward
exceptional performance and promote a positive work/life balance.

Positive Indicators Negative Indicators

(what we want to see) (what we don’t want to see)

✓ Champions what we stand for.  Gives destructive and

✓ Does what they say they will do. demotivating feedback.
✓ Role models a positive work/life  Makes false promises
balance.  Shows no interest in supporting
✓ Gets the job done in the normal colleagues.
working hours.  Takes a ‘What’s in it for me’
✓ Does 8 hours work in an 8-hour approach.
shift.  Avoids too much contact with
✓ Gives timely and constructive colleagues and clients.
feedback.  Doesn’t recognise that each
✓ Offers practical support. person/team has expertise to
✓ Analyses performance in the offer.
team to determine ongoing  Ignores clear non-verbal cues
learning and development needs. from others.
✓ Encourages individuals to coach  Puts ‘foot in it’ by speaking
each other. before they think.
✓ Monitors workload and  Always uses closed or leading
appreciates extra effort made. questions.
✓ Interested in the lives of  Uses the same style and
colleagues and is available to approach with everyone.
listen and support when issues
arise.

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Integrity – Lead by example, act with pride and uncompromising moral
standards

We service the individual needs of our service users through a workforce that
displays the highest level of ethics, provides exceptional customer service and
honours all commitments by doing what we say, in the right way and on time

Positive Indicators Negative Indicators

(what we want to see) (what we don’t want to see)

✓ Looks and acts the part.  Just looks the part.

✓ Reacts positively and sensitively  Is mean/spiteful to colleagues or
to others. service users.
✓ Takes a positive approach to  Always finds fault/sees the
everything. negative.
✓ Doesn’t gossip about issues or  Regularly gossips when should
others. be working.
✓ Addresses issues rather than  Recognisees someone is in need
whinge about them. of help and does nothing.
✓ Treats direct reports equitably.  Saying ‘I’ve done my shift so I’m
✓ Acts fairly towards others. off home now’ when others are
✓ Admits mistakes. struggling.
✓ Is widely trusted and sees  Poor communication.
themselves as a direct truthful  Asking someone to do too much.
individuals.  Thinking you always know best.
✓ Keeps confidences.
✓ Doesn’t misrepresent him/her
self for personal gain.

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Voice – Observe, listen, understand and assist

Two way communication is essential for effective relationships. We

communicate in a clear, open and honest way, proactively listening to those
we serve to truly understand and deliver their needs.

Positive Indicators Negative Indicators

(what we want to see) (what we don’t want to see)

✓ Is clear and concise – doesn’t  Uses the same style/approach

waffle. with everyone.
✓ Speaks up when he/she has an  Ignores clear non-verbal cues
idea. from others.
✓ Willing to challenge appropriately  Fails to adapt influence style
✓ Gives positive feedback even when it is not working.
when dealing with a need to  Jumps in before listening in full
improve.  Being negative.
✓ Communicates well with people  Uses too much jargon.
at all levels.  Overloads with unnecessary
✓ Avoids unnecessary technical information.
terms and use of jargon when
communicating.

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Evolve – Work smarter not harder

Extend yourself beyond the familiar, learn from mistakes, be responsive to

changing needs. We’re quality focused with a passion for continuous
improvement; results matter and we are firmly committed to them.

Positive Indicators Negative Indicators

(what we want to see) (what we don’t want to see)

✓ Thinks about how they can  Always just brings the problem to
improve the way they do things. the table.
✓ Embraces challenge.  Avoids receiving feedback
✓ Sees mistakes and opportunity to wherever possible or reacts
improve. poorly.
✓ Accepts feedback gracefully or  Avoids providing feedback.
accepts feedback as a gift.  Shows little enthusiasm or
✓ Provides the tools for others to commitment.
achieve.  Makes excuses.
✓ Enables not solves.  Sticks to the tried and tested.
✓ Fears the unknown but does it  Not willing to learn or keep up to
anyway. date.
✓ Not focused on the here and  Closed mindedness.
now.  Over complicates things.
✓ Bringing solutions to the table.  Resists change.
✓ Being flexible with how we do
things – don’t throw the baby out
with the bathwater.

During probation you will be measured on your demonstration of our values as well
as your general performance in your role.

After that you will find that our values permeate everything we do here – our
recruitment, our supervision meetings, training and development, policies and
procedures such as our Equal Opportunities policy and Dignity at Work policy, etc. –
it’s how we do things around here.

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Your Contract with us

As an employee of 1st Grade Care, you will have received a document setting out
specific terms and conditions of service as they relate to your post (if you have not
received this, you will do so within 4 weeks of your commencement date). This
includes details of:

• The names of the employer and the employee.

• The date when the employment (and the period of continuous employment)
began.
• Remuneration and the intervals at which it is to be paid.
• Hours of work.
• Holiday entitlement.
• Entitlement to sick leave, including any entitlement to sick pay.
• Pensions and pension schemes.
• The entitlement of employer and employee to notice of termination.
• Job title (or a brief job description).
• Where it is not permanent, the period for which the employment is expected to
continue or, if it is for a fixed term, the date when it is to end.
• Either the place of work or, if required to work in more than one location, an
indication of this and of the employer's address, and
• Details of the existence of any relevant collective agreements which directly
affect the terms and conditions of your employment.

Further detailed policies, procedures and other expectations which may not be
mentioned as part of this document, but which still form part of your conditions of
employment with us are included in the handbook and the Employment Policies
Manual which contains all the Policies and Procedures relating to employment at 1st
Grade Care.

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Policies and Procedures

All policies and procedures can be accessed via the 1ST Grade Care Staff App on
your mobile phone.

Within the handbook you will find information about key policies and procedures that
you are likely to want to refer to on a regular basis. At the back of the handbook is a
list of all of our Policies and Procedures for easy reference.

Equal Opportunities

We are committed to promoting equal opportunities in employment. You and any job
applicants will receive equal treatment regardless of age, disability, gender
reassignment, marital or civil partner status, pregnancy or maternity, race, colour,
nationality, ethnic or national origin, religion or belief, sex or sexual orientation
(Protected Characteristics).

The Equal Opportunities policy sets out our approach to equal opportunities and the
avoidance of discrimination at work. It applies to all aspects of employment with us,
including recruitment, pay and conditions, training, appraisals, promotion, conduct at
work, disciplinary and grievance procedures, and termination of employment.

Dignity at Work

Alongside our Equal Opportunities Policy, we are also committed to ensuring all
employees are treated with dignity and respect. Any discrimination, victimisation,
bullying or harassment will be dealt with as a serious matter potentially leading to
disciplinary action/dismissal.

We believe that each employee is responsible for his/her own behaviour and for
maintaining an environment in which discrimination, harassment and bullying is
regarded as unacceptable. In addition, we all have a responsibility not to indirectly
support unfair behaviour by ignoring what is happening around us.

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What to do – informally:

If you believe you have suffered any form of discrimination, harassment, bullying or
victimisation, we encourage you to speak to the person concerned and seek to
resolve the matter.

Approach them and explain you find their behaviour unacceptable. Ask them to
recognise the effect of their actions and stop acting in that way.

Remember that you can approach the person with the support of a colleague or
manager. However, please recognise that at the informal stage their role can only be
of support or assistance.

Ask your staff quality controller or your manager to talk to the person on your behalf,
if it is too difficult or too embarrassing to do this yourself.
If your harasser is acting anonymously then speak to your line manager as soon as
possible in order that appropriate safeguards can be put in place.

What to do – formally:

If you believe the behaviour is serious, if you prefer a formal approach, or if the
behaviour continues after the informal procedures have been used, we encourage
you to use the formal procedure. You should:

Make your complaint as soon as possible after the alleged incident has taken place –
preferable in writing.

Attend all requests for meetings with the investigating manager. You may have
someone to accompany you to all such meetings.

Avoid contact with the alleged harasser where possible.

A manager (wholly unconnected with the allegations) will be responsible for the
investigation and may be assisted by a human resource representative who will keep
a written record of proceedings.

The procedure should take place within 20 working days of the complaint being
received. Where this is not possible, the procedure will have been completed as
soon as is practical and you will be advised of any revised timescale accordingly.
The investigation manager will conduct a series of interviews with you, the alleged
harasser and anyone else who can assist the investigation.

Having reviewed all the information, the manager and/or human resource
representative will consider whether it is appropriate to use the disciplinary
procedures or some other form of action.

After the investigation is complete, you and the alleged harasser, will be
communicated to in writing, with the most appropriate course of action.

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Working Hours

Your Rota

You will have a planned weekly rota which will be provided to you via your staff
mobile phone, your rota can then be accessed via the Tagtronics App, at any time.
You should ensure you have adequate information and protective equipment
supplies, such as gloves/aprons, etc. Should you have any rota queries please
contact your designated area planner, if the matter is urgent and cannot wait to the
following working day please contact the out of hours’ duty team.

Should you require more travel time that has been allocated to you between care
visits, you can request this via the completion and submission of our Travel Time
Request Form, via the 1st Grade Care Staff App. Once submitted this request is
received directly to your designated area planner, with oversight of the registered
manager.

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The Tagtronics App

Key Safe Numbers

Should a service user you are visiting require you to access the property via a key
safe code, you will be able to ascertain this and any code within the Tagtronics App.
Should you have any key safe queries please contact your designated area planner
or if an urgent matter that cannot wait until the following working day contact the out
of hours’ duty team.

Signing in/out at each visit

We understand thing happen, and we oblige to this however we operate a zero

tolerance and will undertake an investigation in line with the disciplinary policy for all
non-scanned care visits.

On every care visit you attend you will be required to scan in on your arrival, using
the mobile phone app on your work mobile phone.

Upon leaving each care visit you are required to scan out in the same way. You sign
in/out by scanning the bar code at the service users’ home with your mobile phone.
Please refer to the guidance published within this staff handbook should you wish to
refresh your knowledge on this process. Should at any time you experience issues in
the scanning in and/or out of a service user home you are required to contact the call
monitoring team, who will appropriately record all non-scan’s, the reporting data
concerning all non-scan feed into our management reporting which is presented to
the senior management team and scrutinised on a weekly basis.

Your performance in relation to your scanning in and out will form part of your spot
checks, formal supervisions and annual appraisals, all employees are expected to
achieve a minimum of 98% successful signing/scanning in and out of their care
visits.

You will find the contact number of the call monitoring team in the internal directory
published within this staff handbook.

Failure to scan in and out at every service users home means that we will not be
able to log your visit, record it for payroll purposes or meet our quality control
requirements. It is considered a serious breach of conduct if you do not scan in and
out at every visit and may lead to your pay being incorrect and disciplinary action
being taken.

Select Rota at the bottom of the screen. You can view individual days or navigate on
a weekly basis by using the arrows to the left or right of the screen. In the example
below, you can see that there are three visits each day for that working week. The
screen will also highlight if you have any holidays or appointments booked.


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Note: To manually refresh the screen drag your finger down on the text Pull to
refresh.

Once you select a visit you will see more details about that individual visit including
any specific client or visit notes, messages and if any other employees are to be with
you on that call.

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Service User Notes

Click on service user notes to obtain the SSID number of the service user, you will
require this SSID number to search for the service users care delivery information
with the DS file. Should you have any queries relating to the contents of any service
user care delivery information please contact your registered manager or your
service user quality controller.

Logging Arrivals/Departures


When you arrive at your visit you locate the QR Scan Code relating to the service
user, should the QR Scan Code be in a difficult to find location there will be an
advisory of this within the visit notes on the Tagtronics App, once located you select
the Scan button, and begin to scan the QR Scan Code, to do this you will need to
hover the mobile phone over the image of the QR Scan Code.

This will then log your arrival at the visit.
Once the visit is completed you will then
need to scan the QR Scan Code once again, following the same procedure as when
you scanned in, and this will then log your departure. Should a service user not have
a QR code, at the property, and/or the QR code is not working, please request a new
QR by completing the QR request Form on the 1st Grade Care Staff App.

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Messages

All employees have the capability to send messages via the Tagtronics App. This
can be to other care workers with access to the Tagtronics App and any office staff
that have access to the software. Simply click messages.

You can choose from you contacts by selecting ‘To:’ as seen as below and type out
your relevant message as seen in the below example and select send.

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Task List

Each care visit that you attend will have a task listed associated to the service user
and the particular care visit, these tasks may vary on a visit by visit basis. You
should endeavor to complete all designated tasks; in the instance you are unable to
complete any tasks you will be required to provide an explanation in the add
additional comments box.

Every care visit will include a task to complete a Care Visit Log, this requires you to
detail in the additional comments box, a log of the care visit that includes reference
to:

• General health.
• General Wellbeing.
• Description of the care that has been delivered.
• To view the task list, you must first ensure that the QR code has been scanned to
log your arrival.

Your visit tasks will then appear as below.

Manually select the task you wish to complete like the example below.

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You will then be directed to mark the task as complete with the option to add
additional comments. These comments will be visible to any software user who has
access the ‘Task Monitor screen’.

A green tick displayed will notify you that the task is complete. A notepad with pencil
displayed notifies you that notes have been added to the task. A Red Cross
displayed means that this task is yet to be completed by you.

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This image shows you have worked your way through all the tasks and all have been
completed.

However, there may be the odd occasion when a task might not be completed. You
may forget or if the service user for example has drank enough water or fluids that
day, drink may not be required therefore the make drink task may not be needed.
Once you have worked through all your allocated tasks scan your QR code to log
your departure as normal.

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Taking Time Off

Holidays

The holiday year runs from 1st January to the 31st December each year and the legal
minimum holiday entitlement is 5.6 weeks holiday, or 28 days holiday per year. Bank
holidays are treated as normal working days.

If you do not use all your annual leave by the 31st December you will lose it –
Carrying annual leave over is not possible.

The holiday entitlement is calculated and accrues as hours as worked.

The statutory entitlement of 5.6 weeks or 28 days is equivalent to 12.07 per cent of
hours worked over a year.

You must not make firm annual holiday arrangements prior to receiving confirmation
from management that your request has been authorised. No more than two weeks
of annual holiday entitlement can normally be taken at one time.

In exceptional circumstances, you may be permitted to take annual holiday in excess

of two weeks at the sole discretion of management.

If you take unauthorised annual holiday you may be subject to disciplinary action.

Booking holiday

To book annual leave you are required to give at least 2 weeks’ notice. You can
submit annual leave requests via the 1st Grade Care Staff App – Annual Leave
Request Form, all submissions are received by the registered manager who will
provide you with an accept or decline notification.

Annual Leave Request Form:

http://www.123contactform.com/form-2143979/HR-Annual-Leave-Request-1GC

Requests for annual holiday will be granted on a ‘first come, first served’ basis. The
granting of all holiday requests will be subject to adequate cover being available and
the overall needs of the Company being met.

Bank/Public Holidays

As we provide 365 days a year service all staff are expected to work Bank Holidays
where the rota requires it of them and it is their normal working day. Staff who work
on a Bank Holiday will receive additional Pay for working.

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Sickness Absence

We all get unwell at some time and in many cases, we can just keep going and work
through a minor illness. However, sometimes we can’t! Major illnesses, broken
bones, an operation or just needing to give ourselves time to recover means we are
unable to attend work. So, what does this mean and what do we need to do?

Pay

All staff can qualify for statutory sick pay as long as they earn more the lower
earnings limit from one employer, please refer to the government website
https://www.gov.uk/statutory-sick-pay, should you require additional information.

Reporting in

You are expected to report in that you are unwell and unable to attend work as soon
as your illness begins. You should contact the office or the out of hours’ duty team
no later than two hours before the start time of your first care visit.

You should always report your sickness unless you are in hospital, were by it is
acceptable for somebody to report your sickness on your behalf, all reporting’s of
sickness should be done so verbally via a telephone call.

You will be required to provide:

The date, start time, and name of your first care visit for which you are calling in sick,
and the reason for your sickness along with the expected duration of your sickness.

Keeping in touch

Whilst you are off you should keep us updated on your progress towards recovery.
This may mean sending in fit notes where applicable or just letting us know when
you will be back at work.

On your return

All members of staff are expected to attend a return to work interview prior to or
within 48 hours of their return to work. This is a one-to-one meeting with your line
manger to discuss your absence, understand any ongoing treatment and offer
support where needed such as temporary adjustments.

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Attendance Management

Should your sickness trigger the start of the attendance management process, this
process may undertake a review of your attendance, put in place improvement
plans, it may involve an occupational health referral and may lead to disciplinary
action. Full details can be found within the Sickness Absence policy.

Time off for Appointments

Wherever possible appointments for the GP, dentist and hospitals should be
arranged outside of working hours, or at the beginning or end of your working day to
minimise the impact on your job, your colleagues, and our service users.

Where this is not possible we ask that you give as much notice as possible, so we
can arrange for someone to cover for you and return to work as quickly as possible
as soon as the appointment is over. Time taken is classed as unpaid time.

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 Maternity, Paternity, Adoption & Shared Parental Leave

1st Grade Care aims to be as family friendly as possible whilst ensuring the highest
standard of care and service to our service users. To this end we provide:

• Maternity Leave and Pay

• Paternity Leave and Pay
• Shared Parental Leave
• Adoption Leave and Pay
• Parental Leave
• Fertility Treatment
• Time off for Dependants

A summary of what these policies provide can be found in the table below. Full
details for each can be found in the full policy documents.

Policy Time off Pay How you qualify

Maternity – Reasonable time off for Paid All pregnant employees
Antenatal care ante-natal care Agency workers with 12 weeks
qualifying service
Maternity 26 weeks Ordinary 90% of average All employees who have 26 weeks
Maternity Leave earnings for 6 weeks employment by the 15th week
26 weeks Additional then Statutory before the expected date of
Maternity Leave Maternity Pay (SMP) childbirth who earn over the lower
for 33 weeks earnings limit in the calculation
period

Maternity Allowance Those who do not qualify for SMP

Paternity 2 weeks leave to be taken 2 weeks’ pay at 90% Employees with 26 weeks service
together of average earnings or by the 15th week before the
statutory rate for expected date of childbirth/date of
maternity if lower adoption.
Average earning must be above
the lower earnings limit in the
calculation period to qualify for
Paternity Pay
Must be taken within 56 days of
the birth/adoption.
Shared Parental Up to 6 months leave if the As Maternity Pay After the mother has returned to
Leave mother does not take her work and if the child is over 20
full maternity leave weeks old and less than 1 year
entitlement old.
Adoption 52 weeks leave 39 weeks at the All employees with 26 weeks
statutory rate for service by the date of matching for
maternity pay or 90% adoption.
of weekly average Average earnings must be above
earnings if lower the lower earnings limit in the
calculation period
Parental Leave 18 weeks for each child Unpaid 1 years’ service
under 18 years
Time off for Reasonable time off to deal Unpaid All employees
Dependants with the emergency

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Pay and Pensions

Pay

Your rate of pay will have been confirmed and included in your employment contract.
Any changes will be discussed and confirmed to you in writing. Payment is made
weekly into your bank account.

Please ensure you provide us with all the requested documents/paperwork as this is
required for your records and to ensure you are paid on time and correctly.

Pensions

1st Grade Care provides a contributory pension via the NEST pension scheme.

Queries

All staff will automatically be enrolled onto the NEST pension scheme on joining as
required by law. If you do not wish to be part of the company pension scheme,
please contact the payroll team for further information.

Should you have any queries relating to your pay you can raise this by completing
our Service Request form, you must also use this form to notify payroll should you
change your address and/or bank details.

Service Request Form:

https://www.123contactform.com/form-2890515/Payroll-Payroll-Query-1GC

Benefits

The organisation operates a benefit scheme, please refer to the 1 st Grade Care Staff
App for further information.

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Performance and Development
This includes supervisions, appraisal, training and development and our Creative
Exchange Programme.

Supervisions

This is a one-to-one meeting with our staff quality controller that is held a minimum of
every two months. The purpose of the meeting is to provide ongoing support to you
along with an opportunity for you to raise any work-related issues. They usually
include:

• Holidays, sick leave, and attendance at team meetings.

• Training courses and learning new skills.
• Your opportunity to discuss general Issues about the service such as ‘call
monitoring’, Rotas.
• Health and Safety issues.
• Refresher sessions on policies and procedures such as manual handling or
infection control.
• Reviewing your objectives to make sure your targets are met.

The meetings give you and the quality controller time to discuss a variety of issues.
You will also be kept you up to date with your duties and provided with constructive
feedback on your performance.

Appraisal

Appraisal is an annual meeting with your registered manger that includes a review of
your supervision’s. There are three stages to the appraisal process:

• Agreeing your objectives and ways of working for the coming year
• A minimum two-month supervision
• An end of year review using the rating system and assessing your demonstration
of the Values.

Objective

Is what you want to achieve.

Success Criteria

Is how you will know if you have achieved it.

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Actions

Are what you need to do to achieve the objective.

Throughout the process the training and development you have completed will be
updated and a discussion in relation to any training and development you need for
the coming year will take place.

These meetings are an opportunity to take a look back at your work and review how
you performed in relation to your objectives and the organisations values. There is
some overlap in the topics discussed at these supervisions and appraisals.

This process is completely separate from competence or disciplinary procedures. If

you have any issues about the appraisal process, you should discuss them with your
registered manager.

There is a four-tier rating system used to assess individual performance against

each of last year’s objectives and overall performance.

Appraisal Ratings

Exceeded Expected Performance Achieved all objectives set and consistently

demonstrated the values positively and
completed additional objectives/acted as a
role model/mentored colleagues
Achieving Expected Performance Achieved all objectives set and consistently
demonstrated the values positively
Some areas for development Achieved some objectives fully or partially
with mixed examples of values
demonstration
Underperforming Failed to achieve majority of set negative
indicators of values displayed of

Page 28 of 70
Training and Development
At 1st Grade Care we are committed to ongoing maintenance and development of all
our employee’s skills, knowledge levels and range of abilities. By providing
opportunities, facilities and financial support for training we aim to ensure that all of
our employees are in possession of the knowledge, skills and experience necessary
to perform their jobs to the highest standard.

To this end we are committed to functioning as a learning organisation, and to

provide all of our employees with the opportunity for training and retraining in
accordance with their own needs and those of the organisation.

We fully adhere to Standard 19, Development and Training of the National Minimum
Standards for Domiciliary Care Agencies, which relates to the degree to which the
registered manager endeavours that Services Users individual and joint needs are
met by appropriately trained staff.

We also have achieved Investors in People Accreditation

To this end as part of the appraisal process we discuss training and development
that would enable you to achieve/exceed your role/objectives and meet your
personal development goals.

As well as comprehensive training on joining 1st Grade Care we offer regular

refresher training and opportunities to add to your bank of skills and knowledge. You
are entitled to five days training each year.

All of our home care workers are expected to achieve QCF Level 2.
If you want to achieve a qualification relevant to your role we will be able to assist. In
the first instance you should talk to the organisations training manager who will
discuss your training needs with the registered manager. You can contact the
training manager via email on – training@1stgradecare.co.uk

Creative Exchange

This is a scheme that encourages you to share ideas, nominate a colleague for
going the extra mile or to just say thank you to someone in the team.
Forms can be found and submitted via the 1st Grade Care staff app.

Submissions are reviewed on a monthly basis by senior management and the

outcomes are communicated via the 1st Grade Care newsletter.

We are particularly keen to here ideas that could save us money or improve our
customer service and staff relations.

Creative Exchange Form:

http://www.123contactform.com/form-2750764/Operations-Creative-Idea-Exchange-1GC

Page 29 of 70
Data Protection

The organisation is committed to all aspects of data protection and takes seriously its
duties, and the duties of its employees, under the Data Protection Act 1998. This
policy sets out how the organisation deals with personal data, including personnel
files and data subject access requests and employee’s obligations in relation to
personal data.

The company director is the organisation's data protection officer and is responsible
for the implementation of this policy. If employees have any questions about data
protection in general, this policy or their obligations under it, they should direct them
to their registered manager.

For the purposes of the Data Protection Act 1998 you consent to the organisation
holding and processing personal data including sensitive personal data of which you
are the subject. This includes your consent to the reasonable operation of CCTV for
the purposes of crime prevention and detection, and other appropriate uses.
The kinds of data that the Organisation processes in connection with you are:

• Any references obtained during recruitment.

• Payroll details.
• Details of health and sickness absence records.
• Contact names, addresses and telephone numbers of third parties connected to
you e.g. next of kin.

You may make application for copies of the information that the organisation holds
on you by complying with the requirements of the Data Protection Act 1998, which
includes paying a fee of £10.00.

Page 30 of 70
Anti-bribery and corruption

You are required to declare all gifts received by you, or given by you, in the course of
business. You will not be allowed to retain or give any such gifts. Any breach of this
rule will be dealt with in accordance with the organisations Disciplinary Policy.
1st Grade Care prides itself on its reputation for acting fairly and ethically wherever
we do business. Our reputation is built on our values as a company, the values of
our employees and our collective commitment to acting with integrity throughout our
organisation.

1st Grade Care condemns corruption in all its forms and we will not tolerate it in our
business or in those we do business with.

We expect that all employees will embrace our rules in respect of bribery, gifts and
gratuities in all aspects of your day-to-day work.

This rule is for your benefit as much as for the business. If you are convicted of a
bribery offence, you could face a custodial sentence. The potential harm done by
bribery, both to 1st Grade Care and to you, is long term and hugely outweighs any
potential short-term gain. Bribery is just not worth the risk.

If you have any doubts about anything at all, refer to your registered manager or you
can speak to your area planner or staff quality controller in complete confidence. We
are committed to eradicating corruption and we will stand by you in acting ethically.
Remember, take the RIGHT approach, and we can eradicate corruption together:

Responsibility: You are responsible for your actions. If you break the law, you will
have to face the consequences - which could mean a fine, imprisonment, or both.

Integrity: Don't compromise your integrity. If you think something is wrong, ALWAYS
report it. If you aren't sure, consult with the registered manager. Don't ever let
yourself be forced into doing something you know or suspect is wrong.

Genuineness: Always pay genuine prices for genuine goods and services. Never
pay over the odds. Agents who ask for especially large fees or commissions may do
so in order to pay bribes on your behalf. If this happens, you will be responsible.
Excessive payments are obvious and will always be uncovered.

Honesty: Act honestly and in good faith at all times and in all aspects of your work.

Transparency: Keep accurate records (including all invoices and receipts) of

everything that you do in relation to your work, especially in relation to the payments
you make and what they are for. Full and accurate records demonstrate complete
transparency and that you have nothing to hide.

Conflict of Interest: Employees should not allow their private interests to conflict
with, or appear to conflict with, the interests of the Company. To this end Company
funds and facilities may not be used for any non-business purpose without the prior
permission of the Managing Director.

Page 31 of 70
Examples of non-business use include, but are not limited to, support of charities
(outside the Company designated ones), political parties, religious organisations,
other businesses, and non- profit organisation’s or use for personal gain.

Disclosure of Information: No employee should disclose any confidential

information, belonging or relating to, 1st Grade Care, to anyone outside the company,
either during employment or having left the organisation.

Page 32 of 70
When things go wrong

Support at work

If you need to discuss anything that is concerning you at work the Registered
Manger is there to help you. You may also feel comfortable to speak with another
member of management. In all cases we are committed to offering as much support
as possible to enable you to continue working without concerns or worry.

Grievance Procedure

We believe that all employees should be treated fairly and with respect. If you are
unhappy about the treatment that you have received or about any aspect of your
work, you should discuss this with your manager, who will attempt to resolve the
situation on an informal basis. If you feel unable to approach your manager directly,
you should approach another more senior colleague, who will discuss ways of
dealing with the matter with you.

Where attempts to resolve the matter informally do not work, it may be appropriate
for you to raise a formal grievance under this procedure. A formal grievance should
be concerned with the way in which you have been treated by the organisation or
managers acting on its behalf. If your complaint relates to bullying or harassment on
the part of a colleague, the matter should be dealt with under the Dignity at Work
Policy & procedure. Complaints that amount to an allegation of misconduct on the
part of another employee will be investigated and dealt with under the disciplinary
procedure and you will be informed of the outcome.

Grievances may be concerned with a wide range of issues, including the allocation
of work, your working environment or conditions, the opportunities that you have
been given for career development or the way in which you have been managed.
Complaints that you may have about any disciplinary action taken against you
should be dealt with as an appeal under the disciplinary procedure.
Please ensure you familiarise yourself with the full details of this policy.

Disciplinary Procedure

It is necessary for the proper operation of the organisation's business and the health
and safety of the organisation's employees that the organisation operates a
disciplinary procedure. This procedure will be applied fairly in all instances where
disciplinary action is regarded as necessary by the organisation's management save
to the extent that a minor reprimand is given for any minor act of misconduct
committed by an employee.

The organisation reserves the right to implement the procedure at any stage as set
out below taking into account the alleged misconduct of an employee. Employees
will not ordinarily be dismissed for a first disciplinary offence.

Page 33 of 70
Where time limits are referred to in the course of this procedure they may be varied
by agreement between the employee and the organisation.

Employees have the right to be accompanied at a formal disciplinary hearing by a

fellow worker or trade union official of their choice, the organisation will require the
information and credentials of such persons in attendance 48 hours prior to a
hearing taking place.

Matters that the organisation views as amounting to disciplinary offences include (but
are not limited to):

• Persistent bad timekeeping.

• Unauthorised absence.
• Damage to the organisation's property.
• Failure to observe the organisation's policies or procedures.
• abusive behaviour.
• Unreasonable refusal to follow an instruction issued by a manager or line
manager.
• Poor attendance.
• Smoking in non-designated areas of the organisation's premises
• bribery offences under the Bribery Act 2010.

Please ensure you familiarise yourself with the full details of this policy.

Whistleblowing

We aim to conduct business with the highest standards of honesty and integrity.
Therefore, we should all share this aim in order to maintain the same standards.
Any wrong-doing by either the Company or its employees should be reported. We
believe that it is essential to create an environment in which employees feel able to
raise concerns internally without fear of disciplinary action being taken against them
as a result of any disclosure, and be assured that an investigation will take place.

The Public Interest Disclosure Act 1998 protects employees from dismissal or other
disciplinary action when they report wrong-doing by their employers. It aims to
promote greater openness between employers and employees in the workplace. We
strongly believe that those who report wrong-doing should not be victimised.
Examples of wrong-doing include:

• A criminal act.
• Failure to comply with a legal obligation.
• A miscarriage of justice.
• Health and safety breaches.
• Damage to the environment.
• Concealment of any of the above.

Page 34 of 70
What to do

Where you wish to make a disclosure, you can:

• Discuss the concern with your manager who has a responsibility to listen and
respond to any matter that is of concern to an employee.
• If the issue is not resolved, you should contact the responsible individual who will
ensure that a full and fair investigation will take place with a view to reaching a
sensible and fair resolution of the issue.

There may be matters that cannot be dealt with internally and external authorities will
be referred to on your behalf without your consent.

The Company recognises that there may be some cases where no wrong-doing is
found through internal procedures. In such cases, if the disclosure is reasonable,
made in good faith and the information believed to be true, protection will be given
and no disciplinary action will be taken.

Page 35 of 70
Using Technology at Work

IT & Intellectual Property

If you use computers you must act in a manner that protects the Company’s
equipment, systems, networks, information, reputation, etc.

Email

This facility is provided to enable you to carry out your role effectively. The company
email system should not be used to send or receive personal email at any time.

Internet

Access to the internet is also provided to support the achievement of your job role.
During working hours, the internet should not be used for personal reasons but some
use during breaks is permitted so long as the following guidelines are adhered to:

• Company information is not given out.

• Adult or other potentially compromising websites must not be accessed.
• Personal use of the internet must not occur during working hours.

Confidential information, or intellectual property means information relating to the

business, finances, commercial activities, products, clients, suppliers, customers or
affairs of the organisation (confidential to it or treated by it as such), and trade
secrets relating to the business of the organisation or any of its clients, suppliers or
customers.

Confidential information includes (by way of example only and without limitation),
customer details, technical data, know-how, financial information, financial forecasts,
marketing strategies and password and security information.

You shall not at any time during your employment or at any time after your
employment has terminated disclose to any person any confidential Information
unless you have specific prior written consent of the company director to disclose the
same. All notes, memoranda, documents and other confidential information
concerning the business of the organisation or any of its clients, suppliers or
customers which are acquired, received or made by you in the course of your
employment are the property of the organisation.

You must not at any time make any copy of or record, summarise or précis any
document or any part of a document belonging to the organisation or record the
same in any electronic or other format except as may be specifically required for the
purpose of your employment under this agreement.

Page 36 of 70
Telephones

Our office telephones are for business use only except in an emergency or with the
prior permission of your manager.

You are not permitted to carry your own mobile phone during working hours. This
must remain in your bag/coat/locker and may only be used during your official break.

You are not permitted to make or receive personal calls whilst at work except during
your official break.

In the event of a family emergency, please ask them to telephone the 1 st Grade Care
landline and not your mobile.

In line with the 2003 amendment to the Road Traffic Act, it is illegal to drive a motor
vehicle on the road when using a mobile phone or other handheld devices. It is the
responsibility of the employee to adhere to this.

We prohibit the use of Bluetooth or any other hands-free device whilst driving.
Please find a suitable place to pull over and answer/return the call.

Those staff who are provided with a company mobile phone are required to adhere
to the Mobile Phone Policy.

Internet & Social Media

Although the email system is primarily for business use, the organisation
understands that employees may on occasion need to use the internet for personal
purposes. Employees may access the internet at work for personal purposes
provided that:

such use is limited and does not interfere with the undertaking of their duties;
the internet is not used to access offensive or illegal material, such as material
containing racist terminology or nudity, they do not enter into any contracts or
commitments in the name of or on behalf of the organisation; and they do not
arrange for any goods ordered on the internet to be delivered to the organisation
address or order them in the organisation's name.

Employees should not use the internet for personal purposes before working hours
begin or after they end.

Page 37 of 70
Monitoring of internet access at work

The organisation reserves the right to monitor employees' internet usage, but will
endeavour to inform an affected employee when this is to happen and the reasons
for it. The organisation considers the following to be valid reasons for checking an
employee's internet usage:

• If the organisation suspects that the employee has been viewing offensive or
illegal material, such as material containing racist terminology or nudity (although
the organisation understands that it is possible for employees inadvertently to
view such material and they will have the opportunity to explain if this is the
case).

• If the organisation suspects that the employee has been spending an excessive
amount of time viewing websites that are not work related.

The organisation reserves the right to retain information that it has gathered on
employees' use of the internet for a period of 12 months.

For the purposes of this policy, social media is a type of interactive online media that
allows parties to communicate instantly with each other or to share data in a public
forum. This includes online social forums such as Twitter, Facebook, WhatsApp and
LinkedIn. Social media also covers blogs and video- and image-sharing websites
such as YouTube, Instagram and Flickr.

Employees should be aware that there are many more examples of social media
than can be listed here and this is a constantly changing area. Employees should
follow these guidelines in relation to any social media that they use.

Use of social media at work

Employees are not allowed to access social media websites from the organisation's
computers or devices at any time. This includes mobile phones/laptop/palm-
top/hand-held computers or devices distributed by the organisation for work
purposes.

The organisation understands that employees may wish to use their own computers
or devices, such as laptops and palm-top and hand-held devices, to access social
media websites while they are at work. Employees must limit their use of social
media on their own equipment to their official rest breaks such as their lunch
break/times.

Page 38 of 70
Working Standards

Dress Code

At 1st Grade Care we have a strict dress code policy we expect all employees to
adhere to, it is compulsory to wear your designated uniform at all times during your
working hours.

We have a strict uniform policy that is subjected to scrutiny during spot checks and
discussed during supervision.

Once you have been assessed and competent to lone work, your uniform will be
issued by our receptionist who will adhere to the below allocation protocol:

• One uniform per part time worker, part time being <20 hours or less per week.
• Two uniforms per full time worker, full time being 20> hours plus per week.

If you require additional uniforms or if the uniform, you were provided with has
become unsuitable please contact reception, who will discuss the issue at the time
however some situations may lend themselves to requiring you purchase additional
uniforms.

Our Current Uniform:

Page 39 of 70
Smoking

We are committed to protecting your health, safety and welfare and that of all those
who work for us by providing a safe place of work and protecting all workers, service
users, customers and visitors from exposure to smoke.

All of our workplaces (including our vehicles) are smoke-free in accordance with the
Health Act 2006 and associated regulations. All staff and visitors have the right to a
smoke-free environment.

Smoking is not permitted anywhere in our workplace. The ban applies to anything
that can be smoked and includes, but is not limited to, cigarettes, electronic
cigarettes, pipes (including water pipes such as shisha and hookah pipes), cigars
and herbal cigarettes.

Anyone using our vehicles, whether as a driver or passenger, must ensure the
vehicles remain smoke-free. Any of our vehicles that are used primarily for private
purposes are excluded from the smoking ban.

You may only smoke outside in designated areas during breaks. When smoking
outside, you must dispose of cigarette butts and other litter appropriately in the
receptacles provided.

Breaches of this policy by any employee will be dealt with under our Disciplinary
Procedure and, in serious cases, may be treated as gross misconduct leading to
summary dismissal.

Smoking in smoke-free premises or vehicles is also a criminal offence and may

result in a fixed penalty fine and/or prosecution.

Alcohol & Drugs

The organisation prohibits the drinking of alcohol by employees [and contractors] in

the workplace or on company business other than reasonable drinking of alcohol in
connection with approved social functions. The organisation regards drinking to an
"unreasonable level" as any of the following situations:

• The individual is over the legal limit stipulated for driving (i.e. 35mcg/100ml of
breath alcohol concentration).
• In the opinion of management, the individual's performance is impaired. This may
be at less than the legal limit stipulated for driving.
• In the opinion of management, the individual's behaviour may cause
embarrassment, distress or offence to others.
• The individual continues to drink when instructed to stop by a manager.

Page 40 of 70
The organisation will take all reasonable steps to prevent employees [and
contractors] carrying out work-related activities if they are considered to be
unfit/unsafe to undertake the work as a result of alcohol consumption or substance
abuse.

The organisation expressly prohibits the use of any illegal drugs or any prescription
drugs that have not been prescribed for the user. It is a criminal offence to be in
possession of, use or distribute an illicit substance. If any such incidents take place
on organisation premises, in organisation vehicles or at a company function, they will
be regarded as serious, will be investigated by the organisation, and may lead to
disciplinary action and possible reporting to the police.

No employee or other person under the organisation's control shall, in connection

with any work- related activity:

• Report, or endeavour to report, for duty having consumed drugs or alcohol likely
to render him/her unfit and/or unsafe for work;
• Consume or be under the influence of drugs or alcohol while on duty [unless, in
the case of alcohol, with the agreement of management for the purposes of
official company entertaining].
• Store drugs or alcohol in personal areas such as lockers and desk drawers; or
• Attempt to sell or give drugs or alcohol to any other employee or other person on
the company premises.

Employees must inform their manager or the registered manager regarding any
prescribed medication that may have an effect on their ability to carry out their work
safely, and must follow any instructions subsequently given. Drugs that may cause
drowsiness must not be used while at work.

Any employee suffering from drug or alcohol dependency should declare such
dependency, and the organisation will subsequently provide reasonable assistance,
treating absences for treatment and/or rehabilitation as any other sickness absence.

Failure to accept help or continue with treatment will render the employee liable to
normal disciplinary procedures.

Page 41 of 70
Standards

The Company has several standards that all employees are expected to meet:

1. Service - All employees are responsible for giving good service to the
organisations service users, colleagues, suppliers and any other people with
whom they have contact. This can be achieved by co-operation, flexibility and
commitment to the company vision.

2. Hygiene - We set high standards of hygiene and cleanliness in order to make the
service user and employee experience safe and pleasant. The responsibility for
maintaining these high standards is shared by all employees.

3. Appearance - The personal appearance of employees makes an important

contribution to the company’s reputation and professionalism. Anyone needing
advice on what is acceptable should speak to their manager.

Attendance and time-keeping

The company expects its employees to attend work consistently and to be punctual.
If you are unable to come to work or will be late arriving at work for any reason
please make sure you notify the area planner, or the out of hours duty team if
applicable.

All absences must be reported as soon as possible, ideally prior to your start time on
the first day of your absence. You should continue to keep your manager informed
of your progress and likely date of return.

Please note that failure to comply with the above standards will constitute
misconduct. Appropriate disciplinary action will be taken which could lead to your
dismissal.

Timekeeping

All employees are expected to report for work punctually. Failure to report for work
on time is detrimental to the efficient running of the business and imposes an
unnecessary and unfair burden on colleagues and concern to our service users and
their families.

Page 42 of 70
You are responsible for ensuring you arrive at work early enough to enable you to
begin work at your appointed start time. Your start time is the time you are expected
to actually start work, not the time you are expected to arrive.

If you are going to be late for work you should inform your area planner, or the out of
hours duty team if appropriate, as soon as possible to notify them and give them an
expected arrival time.

Should you regularly arrive late with no valid reasons this may lead to disciplinary
action under the disciplinary policy.

Please note there is no contractual or statutory right to be paid for time not worked
due to lateness. Any payments made in such circumstances are done so at the
company’s discretion.

All employees are expected to fully adhere to the electronic call monitoring system
by logging/scanning in upon the arrival or a care visit, and logging/scanning out upon
their departure, via the Tagtronics app.

Personal Property

Staff are encouraged to bring as little personal property to work as possible. Office
based staff have access to lockers where they are expected to leave their personal
belongings during their working day.

Staff attending service user’s homes are also recommended to carry as little
personal property with them as possible and where possible to leave it secure in
their vehicle whilst attending the service user.

Right to Search

1st Grade Care reserves the right to conduct a personal search and search of all
baggage, personal items, lockers and car, etc. on an ad hoc basis.

A personal search will be carried out only in a private room and by a manager in the
presence of another member of management and/or an employee representative.
Employees may request that a personal search is carried out by a person of the
same sex in the presence of individuals of the same sex.

Anyone caught in unauthorised possession of the employer's property, or property

belonging to another employee or other third party will be suspended on full pay and
will be subject to further investigation, which may lead to serious disciplinary action.
He/she may be reported to the police.

An employee who unreasonably refuses to submit to a search in accordance with the

employer's rules will be subject to disciplinary action.

Page 43 of 70
Leaving 1st Grade Care

Notice Periods

You are obliged to give the organisation notice of your intention to terminate your
employment. Details of the length of notice period you are required to give can be
found in your contract of employment, this must be submitted via the 1st Grade Care
Staff App – Notice to Terminate Form.

You will be expected to work your notice period in full. If the Company terminates
your employment for any reason other than summary dismissal, the notice period as
stated in your contract of Employment will apply.

In some circumstances the company may not require you to work your notice period.
In such circumstances you will be paid in lieu of notice.

Return of company property

Upon leaving the Company you are expected to return all the property of the
company (e.g. mobile phones, documentation, computer equipment, etc.)
Failure to do so will incur a deduction from your final payment to compensate for the
original cost of the unreturned property.

Exit interview

You will be contacted by a representative of the organisation, who will seek to

complete an exit interview form, this is so we can obtain feedback from our
employees to enable us to continuously improve our working environment, terms &
conditions etc. Alternatively, should you wish to complete this prior, you are able to
do so via completion and submission of the

Exit Interview Form:

http://www.123contactform.com/form-2280153/HR-Employee-Exit-Interview-1GC

Page 44 of 70
Holidays outstanding

Upon resignation should you have any holiday entitlement outstanding this may be
taken prior to leaving subject to the usual requirements.

Any holiday that has not been taken, that there is entitlement to will be paid in your
final payment due.

If you have taken more holiday at your date of leaving than you have entitlement to,
this will be deducted from any final payment due.

References

The organisation provides a designated contact for any reference requests, any
reference request should be directed to jobs@1stgradecare.co.uk.

Page 45 of 70
Section 2 – Working in the Community

This section is specifically for those staff that work with our service users directly as
a home care worker.

It is designed to help you to offer the very best service to our service users whilst
remaining safe in your work.

About our Service Users

When you make your home visits it is very important that you are sensitive to the
needs of the service users you provide a service to. The users of our services are a
range of individuals who require temporary or permanent support with their care.
The groups of our service users include:

• Older people.
• Younger people.
• People with dementia.
• People with physical restrictions.
• People with other mental health issues.

Additionally, our services are designed to reflect equality and diversity and we
employ staff to reflect the different communities that we provide services within.
All our staff are expected to respect the individual service user’s background,
customs and belief systems.

If you have any questions or need advice or additional training about the cultures,
religions or lifestyles of our service user please speak to your area planner or the
registered manager.

A number of our service users have a diagnosis of dementia. Dementia is a word

used to describe a group of symptoms which is a progressive condition, Alzheimer’s
being the most common.

People with dementia may have problems controlling their emotions or behaving
appropriately in social situations as aspects of their personality may change.

As an organisation who are committed to being dementia friendly, we have

nominated dementia friend champion, who as a part of our induction programme
delivers dementia friend sessions, that ensures all our workforce are dementia
friends.

Page 46 of 70
Expectations
As a member of the 1st Grade Care team we have a number of expectations of you:
To provide a high quality enabling service that offers all service users dignity and
choice.

• Read service users support plans to ensure you and it is up to date. If it needs
amending, you should report this to the service user quality controller.
• Maintain a friendly and cheerful disposition when working in a service user’s
home. Smile – it can make a real difference to a service user’s day!
• Speak clearly and listen carefully to service users.
• Check if a service users’ needs or medical conditions have changed since you
last visited.
• Report and record any concern’s you have about a service user.

Page 47 of 70
Staying Safe at Work
1st Grade Care are committed to your safety and wellbeing whilst undertaking your
role. To this end we have a number of protocols/policies in place to support you:

ID Cards

You should wear your ID card ensuring it is visible, at all times, you are working. It is
essential service users can identify you and who you work for.

If you lose your ID card, you must repot his to your registered manager immediately
and it should also be reported to the police and a crime number obtained.

Should you forget your ID card, you can obtain a temporary one, by contacting your
registered manager, you should arrange to pick up your new ID card from your local
branch as soon as possible, but no later than the next possible working day.

Late or unsociable hours

If your schedule requires you to work before 9am or after 5pm you should take
additional precautions for your safety. Stick to main roads and do not take short cuts.
Our service user quality controller will carry out a risk assessment to make sure you
are always as safe as possible.

Lone Working

The Lone Worker Policy aims to reduce the risk for staff who work most or part of
their working day by themselves. Call monitoring, which allows you to log in and out
of each visit (using your mobile phone) enables us to identify potential incidents as it
remotely monitors your location.

• In addition, your manager will:

• Investigate all reported incidents of violence and aggression thoroughly.
• Identify potential risks of violence and aggression.
• Introduce local measures for combatting violence and aggression.
• Implement a process for monitoring lone working.
• Provide information, instruction and training on dealing with violence and
aggression.

Page 48 of 70
You are expected to:

• Familiarise yourself with the Violence & Aggression at Work Policy.

• Familiarise yourself with the procedures for combating violence and aggression
at work.
• Report violent incidents promptly to your local branch who will arrange for you to
complete a statement of fact.
• Know the process for getting immediate support.
• Familiarise yourself with the Lone Working systems, policies and procedures.

Before carrying out any visits consider the following:

• Ensure your mobile is fully charged and switched on.

• If you are traveling in the dark make sure you know your route.
• Stick to well-lit areas, don’t use short cuts.

When visiting a service user in their home:

• A risk assessment will have been carried out prior to your visit.
• The risk assessment will be reviewed to ensure it is safe for you to make a visit.
• You should discuss any concerns you have about your home visits with your
registered manager or area planner.
• Be prepared to abandon or postpone a visit if you are concerned about your
safety, should you do this, please contact your registered manager or out of
hours’ duty team if applicable, immediately to inform them.
• Have your ID available on request.
• If the person answering the door makes you feel uneasy about entering – they
may appear drunk or angry – make your excuses and do not enter the home.
• If you decide to enter, follow the service user, do not lead the way.
• Ensure any dogs are locked away in another room.
• Remain alert whilst in their home.
• Before you sit down make sure you are close to an exit route.
• Be aware of any obstacles which could prevent you from exiting quickly.

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Care Visits

Each service user has a service delivery plan. This is written jointly with the service
user quality controller and/or their representative they trust, not necessarily a social
care professional.

Service delivery plans are always confirmed by a service user or their representative.
The service delivery plan is an important document. Your duties for each service
user will be listed in each service user’s individual plan. If there is anything in a
service delivery plan that you are not sure about you should contact your area
planner or registered manager.

Should you think a change needs to be made to a service delivery plan you should
contact your service user quality controller and inform them of this, they will contact
the social worker and make the necessary arrangements.

A number of guidelines are provided to support you whilst undertaking home visits.
Please ensure that you have familiarised and understood each one.

Call Monitoring

You are required to adhere to the employers clocking in/out/electronic call monitoring
system as follows: upon arrival at the office or a service user home you must
electronically log your arrival using your pass or mobile phone app. On leaving the
office/service users home you are required to electronically log out your departure
using your pass or mobile phone app.

This logging in and out, provides the necessary records for payroll to accurately
process payments due to you, addition to providing the organisation with your
whereabouts for safety purposes.

Failure to do so will result in inaccurate records to payroll which will affect the pay
you receive.

Abuse of this system may be considered as a gross misconduct offence.

When you attend a care visit, you will have a list of tasks to complete, these are
specific to the service user you are attending, as you progress through the care visit
you are required to sign off each task as completed, you can obtain such task within
the Tagtronics app. Should you have any queries relating to these tasks please
contact your registered manager or area planer.

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Pets

If included in their service plan, the service users pet will fall under your care as well
during your visits. If the service user has to go into hospital or their pet needs
looking after you should inform your local branch and they will get in touch with the
relevant individuals or organisations.

Personal Care

This refers to practical support that you provide to a service user to ensure they
maintain good health, personal hygiene and general wellbeing. This includes:

• Hair care
• Eye care
• Mouth care
• Ear care
• Shaving
• Make up
• Hand and nail care
• Foot care

It is good practice to regularly check with service users about how much support they
need for their personal care, and encourage them to be as independent as possible.

You should carry out most personal care in private and treat service users with
dignity and respect at all times. Remember that some cultures have different
practices or customs when, for example, washing or going to the toilet.

When carrying out personal care:

• Make sure the service user is warm and the room is warm and comfortable.
• Offer choice to the service user – how do they like their makeup? What kind of
toothpaste or mouth wash do they prefer? How do they like their hair?
• Be gentle and careful – if you are unintentionally rough you may damage skin or
cause other injuries. Remember that older skin is more fragile and can break or
be damaged more easily than younger skin.
• Check skin conditions, especially if incontinence is a problem.
• Only carry out a task differently if you have checked with your supervisor first.
• Wear disposable gloves and aprons when appropriate and follow the infection
control procedures.
• Check each service users personal care needs from their support plan.

Discuss any concerns you have about individual’s service users with your line
manager as soon as possible.

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Smoking

Everyone who works for us should be able to work in a smoke free workplace. This
will be in the support plans.

If a service user is smoking when you arrive at their home, politely ask them to stop
smoking, including e-cigarettes. If this becomes a persistent problem report it to your
local branch.

Service Users Telephones

You should not use the service user’s telephone except in an emergency when your
work provided mobile phone is not working. Always ask permission before using the
service user’s telephone.

After your home visit

On completion of your visit you will need to:

• Complete the service user’s Care Visit Log.

• Log/Scan out of call monitoring using your mobile phone.

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Health and Safety

1st Grade Care is committed to providing for the health, safety and welfare of all
employees and to maintaining high standards.

The organisation will observe the Health and Safety at Work Act 1974 and all
relevant regulations and codes of practice made under it from time to time. The
organisation will take into account any recommendations made by the Health and
Safety Executive with regard to health and safety issues and where appropriate will
liaise with the Health and Safety Executive on particular health and safety issues
which are of particular relevance to the organisation.

It will be the duty of the Company’s management to ensure that this policy is upheld
at all times and to provide the necessary training required.
So far as is reasonably possible the organisation will:

• Assess the risk to the health and safety of employees and others who may be
affected and identifying what measures are needed to comply with its health and
safety obligations.
• Provide and maintain locations, equipment, protective clothing and systems of
work that are safe and without risks to health.
• Ensure that all necessary safety devices are installed and maintained.
• Provide information, instruction, training and supervision in safe working methods
and procedures.
• Provide and maintain a healthy and safe place of work.
• Promote the co-operation of employees to ensure safe and healthy conditions
and systems of work by discussion and effective joint consultation.
• Establish emergency procedures as required.
• Monitor and review the management of health and safety at work.
• Keep this safety policy under review and make any revision it deems necessary
from time to time. All such revisions will be brought to the attention of employees.
• Consult with employees on health and safety matters.
• Ensure that the workplace is properly ventilated.

The above policy needs the full co-operation of all employees who are expected to
give all possible assistance aimed at its successful implementation, to take
reasonable care for their own safety and that of others. In order to achieve this end,
it is the duty of every employee to:

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• Comply with any safety instructions and directions issued by the organisation.
• Take reasonable care of their health and safety and the health and safety of other
persons (e.g. other employees, contractors, customers, clients, visitors, etc.) who
may be affected by any acts or omissions at work, by observing safety rules
which are applicable to them.
• Co-operate with the organisation to ensure that the aims of the Health and Safety
Policy Statement are achieved and any duty or requirement imposed on the
organisation by or under any of the relevant statutory provisions is complied with.
• Report and co-operate in the investigation of all accidents or incidents that have
led to or may lead to injury.
• Use equipment or protective clothing provided in accordance with the training
they have received.
• Report any potential risk or hazard or malfunction of equipment to the appropriate
authority.

Any failure by an employee to comply with any aspect of the organisations health
and safety procedures, rules or duties specifically assigned to the employee with
regard to health and safety will be regarded by the organisation as misconduct which
will be dealt with under the terms of the organisations disciplinary procedure.
Managers are responsible for the implementation of the health and safety policies in
the areas under their control.

All employees have the responsibility to observe all safety rules and to co-operate
with the manager charged with responsibility for the implementation of the
organisations health and safety policy to achieve a healthy and safe workplace and
to take reasonable care of themselves and others. Should you feel concern over any
health and safety aspects of your work, this should be brought to the attention of
your manager immediately.

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Chemicals

In your work you will come across a variety of household cleaning products such as
bleach and detergent, provided by the service user. Handle cleaning products with
care, as some may contain harmful chemicals and remember to wear protective
clothing, such as an apron or gloves, when required, always follow the label.

Care Visit Logs

Following every care visit, you must complete a care visit log. This log provides an
up to date record of the activity carried out whilst you were in attendance. Such logs
may be scrutinised by other schedules home care workers, family members and
health or social care professionals. The logs keep everyone up to date, which is
essential for maintaining a high quality and responsive service.

Electrical Safety

Any problems with electrical items in the service user’s home should be identified
during the initial risk assessment. However, you should also be aware of everyday
electrical problems such as loose or frayed wires, faulty electrical items the only work
now and again and to ensure electrical items are not used near water.

Before using any electrical item in a service user’s home, you are expected to
undertake a basic safety check:

1. Is the wire or flex in good condition?

2. Are there any breaks in the electrical cable (outside of insulation)?
3. Is the plug broken or loose?
4. Can you see any exposed wiring or internal parts?
5. Is a plug socket loose or cracked?
6. When the equipment is switched on, is it working?
7. Can you smell burning from the appliance or plug socket?
8. Is there smoke or sparks coming from the plug?
9. Are there any burn marks on the plug or contacts?

If you can answer ‘Yes’ to any of these questions DO NOT USE the appliance.

Report the fault to your local branch immediately and they will provide further
guidance.

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Food Safety & Hygiene

When preparing food for service users you must ensure you maintain the highest
standards of hygiene at all times.

The following guidance is provided to help you achieve this:

Food Storage

When preparing food for a service user always check that it is fresh and not past its
‘use by’ date. High risk foods include:

• Cooked meat and poultry

• Milk, cream, custard and dairy products
• Cooked eggs and products containing cooked eggs
• Shellfish (prawns, mussels, crab etc.) and sea food
• Cooked rice

Avoid contamination

To avoid contamination:

1. Tie back long hair.

2. Remove jewellery.
3. Wash your hands thoroughly before and after food handling.
4. Wash the work surface before and after food handling.
5. Keep utensils used for raw food separate from those used for cooked foods.
6. Clean the floor, empty the kitchen bin daily and wash waste bins with hot soapy
water.
7. Keep the kitchen free from pests and pets.
8. Dry dishcloths and towels daily.
9. Defrost and clean the fridge regularly.

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Fridges

Too maintain food storage standards ensure the following guidelines are followed:

1. Maintain the correct temperature of 3 degrees Celsius.

2. Regularly check for out of date food.
3. Cover food with cling film or foil.
4. Never place raw meat above cooked meat.
5. Do not store opened tins in the fridge, empty the contents into another container.
6. Let hot food cool down before placing it in the fridge.

Cooking Food

All food especially meat must be cooked at the correct temperature and for the right
amount of time. You need to be particularly mindful of this when reheating chilled
foods, cooked food or using a microwave oven, if cooked meat is not eaten right
away it should be cooled quickly and place in the fridge within one and a half hours.

Washing Up

Hot water and detergent is usually sufficient for washing up most items. Helpful tips
are:

1. Pre-clean items by removing excess food first.

2. Use washing up liquid to loosen grease and dirt.
3. If you disinfect any items, ensure you rinse fully in clean water.
4. Allow washing-up to dry naturally if possible as this is more hygienic than using a
tea towel.

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Infection

In order to combat a range of infection it is important that you follow the infection
control procedure to the letter:

• Maintain a high standard of personal hygiene at all times to minimise the chance
of cross-contamination. This means washing your hands regularly and using the
anti-bacterial gel supplied when arriving and leaving a service users home.

• Comply with the universal precautions, these are international standards

established in the 1980’s. It is the practice of avoiding contact with bodily fluids,
by wearing protective clothing/equipment such as gloves, goggles, aprons and
face shields. These precautions should be used with all service users particularly
when

1. Attending to a service user wo needs to go to the toilet.

2. Changing incontinence pads.
3. Washing the genital area.
4. Carrying out catheter care.
5. Cleaning the toilet or bedpan.
6. Where a service user has open sores, cuts or skin abrasions.
7. When cleaning up blood, urine, faeces, vomit or sputum.
8. Handling soiled clothes or bed linen.
9. Cleaning dentures.

The universal precautions are:

1. Wash hands thoroughly with soap and warm water for 15 to 30 seconds. Dry
hands thoroughly.
2. Always wear disposable seamless latex gloves and a disposable apron.
3. When you complete the task, remove you gloves by taking them off inside out.
Place them in a bag and dispose of in an outside bin.
4. Wash and dry your hands again.
5. Clear up any spillages of bodily fluids immediately using diluted
bleach/disinfectant in a 1:10 solution.
6. Use different coloured cloths for different cleaning areas.
7. Wash all soiled linen and clothing on a heavy soil cycle at about 80degrees
Celsius.

In addition:

• Use separate disposable cloths for kitchen, bathrooms and toilets

• Ensure dirty clothing is washed in a washing machine, if available
• Place soiled bed linen in the appropriate bag and make sure if can be identified
by the incontinence laundry service.

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Keys Protocol

Service user’s keys are only held as a last resort. In the first instance we will explore
other ways to gain access to the service users’ home, such as entry phones and key
safes.

A key safe is a small plastic or metal box for storing keys that can be opened when a
code is entered using the keypad. The box is usually mounted on a wall to the
exterior of the property.

To keep all service users’ keys safe:

• If there is a key safe box in situ, return all keys to the key safe box and scramble
the code.
• Do not accept keys from a service user without first discussing it with your local
branch.
• Whenever you receive keys from the local branch make sure they are authorised
and signed for.
• Make sure keys do not have any identifying marks such as a name or address.

When entering a service user’s property:

• Knock on their door first before putting the key in the lock.
• Call out the service users name as you go in & announce yourself.

What if you cannot gain entry?

Always Act!

If you do not have keys to a service user’s home and they do not answer the door,
first of all check if you can see them through the letterbox or a window.

If you can see them:

If you think they need immediate help, call 999 and ask for the appropriate service.
Then call your local branch to report your actions and follow their instructions.

Make a note of the time you called at the service user’s home and when you called
emergency services.

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If you cannot see them:

Remain and contact your local branch or the out of hours’ duty team if appropriate,
so that they can contact relatives, key holders or local hospitals. Speak to the
registered manager directly, do not leave a message with another colleague.

If you are in a sheltered housing scheme, use the alarm and notify the scheme
manager. Give the scheme manager the organisations name and number.

Do not leave the service user’s home until the local branch or out of hours duty team
gives you the OK to do so.

Medication

Service users often need medication on a daily or regular basis. Sometimes they
may be able to self-administer but may need supervision from you.

Where a service user needs to take medication regularly and their support plan says
you should administer medication, you are only responsible for the medication
agreed and set out in the support plan:

• Only administer medication from blister packs made up by the pharmacy. Do not
administer medication form any other container.

• Do not purchase any medication such as aspirin, ibuprofen or herbal remedies.

• Make sure the service user has sufficient medication.

• Report any concerns about a service user and their medication to the local
branch or out of hours duty team if the matter cannot wait until the following
working day, who will seek appropriate advice.

• Do not make judgements on any medication, such as ‘take when required.

• Do not place yourself or the service user at risk.

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Safeguarding Vulnerable Adults (SOVA) policy

The SOVA policy relates very closely to the work that you are doing. It is
summarised here but you are expected to familiarise yourself with the full policy
available on the 1st Grade Care Staff App – Safeguarding of Vulnerable Adults.

The SOVA policy is about identifying and reducing abuse or neglect of vulnerable
adults. It is crucial that you know wait to do as soon as you are concerned that a
service user you work with has been harmed or is at risk of harm.

What is abuse?

Abuse can mean one or a combination of physical or psychological cruelty,

emotional neglect, sexual abuse or financial exploitation.

The abuser can be a carer, close family friend, family member or someone in a
position of trust. Abuse can take place anywhere. The abuser is often, but not
always, a person in a position of power such as a family member.

Recognising Abuse

There are seven official categories of abuse:

Physical Abuse

Fractures, pressure sores, sprains bruises (especially in well-protected areas),

dislocations, drowsiness, confusion from over-sedation, lacerations, delays in
seeking medical attention, black eyes, unexplained injuries, increase in anxiety or
fear in the presence of a possible abuser, welt marks.

Sexual Abuse

Changes in behaviour (more withdrawn, depressed, confused, fearful, agitated);

difficulty in walking or sitting down; torn, bloody or stained underclothes; pain or
itching in the genital area; bruising or bleeding in external genitalia, vaginal or anal
areas, venereal disease; sexualised behaviour.

Psychological or Emotional Abuse

Fear, passivity, confusion, loss of independence, ow self-esteem, wandering, out of

character behaviour, depression, withdrawn, uncontrolled or unprovoked crying,
running away, anxiety unusual weight gain, or loss, a lock on the outside of a room,
disturbed sleep pattern.

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Financial Abuse

Not enough money to pay bills or for basics, a ‘disappearing pension’, inadequate
clothing, legal documents requiring a signature, inadequate heating and lighting,
sudden or large withdrawals from bank, malnutrition, homelessness, hypothermia.

Institutional abuse (refers to conditions in a care or nursing home)

Poor management of day to day living/cleanliness standards, low staffing levels over
a long period, low staff morale, lack of knowledge about care guidelines, staff
factions, high staff turnover, lack of positive communication with residents, punitive
treatment of residents, staff ordering residents around, little or no staff training.

Discriminatory Abuse

Unable to eat culturally acceptable foods, religious holidays not celebrated or

planned, isolated due to language barrier.

Neglect

Dehydration, malnutrition, hypothermia, inadequate clothing, infections, pressure

sores, no good reason for missed medication, unexplained response to prescribed
medication.

Reporting Abuse

You should report suspicions of abuse immediately to the local branch or out of
hours on call. They will contact the relevant professionals.

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Finance and Property

We encourage service users to take full responsibility for their financial affairs, and to
control how their money is spent.

Some service users will need assistance in this area as described in their support
plan.

If you assist with financial matters you must complete the financial transaction log.

You should count the change back to the service user who should then be asked to
sign the financial transaction log. The service user should keep all receipts.

General Rules about money:

• Never lend money to a service user or borrow money from them.

• Never agree to collect money for a service user if this involves being told the PIN
number for their debit or credit card.
• Do not use your own money to pay for a service users’ needs.
• You may pay bills or deposit money if it is in the support plan.
• Never assist with writing a cheque or other financial documents.
• Never withdraw cash from an ATM, bank or post office.
• Do not keep cheque books, credit cards or debit cards with you as they include
service users’ personal details. These items should always be kept at the service
user’s home.

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Section 3 - Working in the office

Expectations

Smoking

Smoking is not permitted inside the building. Smokers should only use the
designated smoking areas, and ensure they use the smoke box to dispose of
cigarette’s and ash.

Kitchen

The kitchen is provided for all office based staff to use. A fridge, dishwasher, kettle
and microwave are provided. The office provides tea, coffee sugar and milk free of
charge for reasonable use.

Eating at Desks

Staff may have drinks at their desks but are not permitted to eat at their desks. Staff
should take a proper break away from their desk for their lunch break, which are
designated. When on break the office phones should be switched over to do not
disturb.

ID cards

Staff are expected to wear their Id card at all times and ensure it is visible. If you
forget your ID card, you may borrow one on a temporary basis from Reception. If you
lose your ID card you must report his immediately to the registered manager who will
take appropriate action in notifying the police for a crime reference number, and the
I.T department to ensure the pass card blocked from use.

Office Access

3-11 West Bute Street, Cardiff, CF105EN

The office is open between Monday to Friday 08:00 – 17:00, outside of the normal
opening hours an out of hours’ duty team is in operation.

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Signing In

staff are expected to sign in and out their attendance electronically following the
protocol advised within your induction training. Should you require to update your
knowledge on this, please refer to your training handouts or the induction training
contained within the 1st Grade Care Staff App.

Car Park

Office staff may use the car park and can access it using their ID card. The parking
is further along the street from the office and access is very tight. Staff park in the
office car park at their own risk. There are no allocated spaces and parking is on a
first come, first parked basis!

Visitors

Any visitor to the office should report to reception and sign in via the iPad, the
receptionist will then lead the visitor to a designated meeting room, and notify the
appropriate person/s. Reception may issue a visitor pass, depending on visitor type.
Whilst on the premises visitors are the responsibility of the person they are visiting.
Ensure that they have been notified of emergency procedures and whether or not
there are any planned fire drills.

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Staying safe at work

Your safety at work is a top priority. Risk assessments have been completed and we
have developed the following guidelines to support this:

• Familiarise yourself with the Lone Working Policy and procedures.

• Always keep the secure doors closed and activated when in the office,
particularly if you are first in or last out.
• Make sure someone knows you are working early/late.
• When leaving the office only use main roads and well-lit routes – do not take
short cuts.
• Ensure your mobile phone is fully charged and switched on.
• Report any concern’s you have to your manager as soon as they arise.
• If you feel threatened or in any danger when working alone in the office, call 999
and ask for assistance.

Lockers

We provide lockers for all office staff to use for their personal belongings. Each
locker is left with the key in so anyone may use the locker during their shift. At the
end of your shift please remove your belongings and leave the key in the lock for the
next user.

Accidents

Should you have an accident, no matter how minor whilst at work, this should be
recorded in the accident book. Should you need first aid, a list of First Aiders can be
found at reception and the First Aid Box is located on reception.

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Team Access

Usual Office Opening Hours

Out of Hours Duty Team Operating Hours

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Appendices

Appendix 1

Policy & Procedure List

Client Care

Accident & Incident Policy

Administration of Medication
Advocacy
Cash Handling
Complaints
Communicable Diseases
Confidentiality
Care after Death
Data Protection and Subject Access
Dealing with Violence and Aggression
Dealing with Accidents and Emergencies
Disclosure of Abuse and Bad Practice
End of Life Care
Entering and Leaving a Service User’s Home
Food Hygiene
Gifts, Wills and Bequests
Handling Money and Financial Matters
Infection Control
Intimate personal Care
Management of Challenging Behaviour
Medication Administration
Mental Capacity Act and Deprivation of Liberty
Moving and Handling
Quality Assurance
Record keeping, including records kept in the home
Safeguarding
Safe Keeping of Keys
Service User Plans or Personal Plan

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Employment

Adverse Weather
Alcohol, Drugs & Substance Misuse
Anti-bribery, gifts & gratuities
Appraisal – Supervisions
Attendance Bonus
Authorities
Birthday Bonus
Bereavement Leave
Conflict of interest
Data Protection
Disclosure of information
Disciplinary
Dignity at Work
Domestic emergencies
Employment outside 1st Graded Care
Ethics
Equal Opportunities
Flexible Working
Grievances
Health & Safety
Holidays
IT & Intellectual Property
In and around the Workplace
Leaving the Company
Lost Property
Maternity, Paternity, Adoption & Shared Parental Leave
Medical, dental & optical appointments
Pay
Pensions
Personal Property
Personal Relationships at Work
Personal Safety while at work
Phone, Internet & Social Media
Public Duties
Recruit a Colleague
Redundancy
Retirement
Right to Search
Security
Sickness
Smoking
Standards
Stress & Wellbeing
Time off for dependents
Training & Development
Timekeeping
Whistleblowing

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70