1 Scope | 2 Purpose | 3 Procedure | 4 Lone Working | 5 Risk Assessment to Visiting Workers | 6 Shift Monitoring for Drug Related Activities | 7 Call Out | 8 Supporting Documents |
1.1 Actions taken to plan tasks on a shift
1.2 Responsibilities and actions to transfer information between shifts
1.3 Recording actions and tasks on a shift
2.1 Staff address tenant/resident needs systematically
2.2 Members of staff coming on duty have a clear understanding of:
2.2.1 on-going issues affecting service-users
2.2.2 the building,
2.2.3 neighbours and
2.2.4 other issues relevant to staff - e.g. visits, inspections, referrals.
2.3 Work is handed on appropriately
2.4 There is full clarity over the tasks to be done
2.5 There is financial control, and that the single key holder is identified
2.6 Staff going off duty can assess and agree priorities with the members of the new shift
2.7 All staff, especially those working alone, on duty feel secure, confident in their abilities and are supported to work and manage risk in their working environment.
3.1 The person coming on shift signs the logging-in book.
3.2 The person coming on shift reads up the hand-over from the previous shift.
3.3 Prepares the Shift Hand-over Sheet ready for completion throughout the shift.
3.4 The staff member going off shift hands over in writing or in person to the staff member taking over and passes on, where appropriate, any key information orally to Helpline.
3.4.1 A shift report is completed even if the person going off shift will be the first person on the next shift to ensure that, should they be absent for some unforeseen reason, the person who takes the shift over for them is properly briefed.
3.5 The content and tasks carried out in the hand-over process, including:
3.5.1 The agenda is determined by the person going off shift and follows a project specific format, which includes:
3.5.2 task delegation
3.5.3 discussion of service-users
3.5.4 handing on of priority tasks
3.5.5 health and safety matters
3.5.6 maintenance matters
3.5.7 hand-over of cash and valuables and identification of key-holder
3.5.8 handing over and signing for pass keys
3.5.9 testing and maintaining:
220.127.116.11 CCTV cameras and recording equipment and lighting is strong enough for recording
18.104.22.168 Helpline Pendant
22.214.171.124 land line phone
126.96.36.199 mobile phone
3.6 The levels of cover at each project are carefully determined during the development of the service, and will be set to reflect the size of the project and the level of need for the clients for whom the service is intended.
3.6.1 The level of staff is adhered to unless an emergency situation arises (e.g. staff member hospitalised). In the event of the level of staff being diminished by such an occurrence, cover is arranged or the On Call Manager contacted if out of hours.
3.7 In recording information on a shift and deciding to whom it is available bear in mind confidentiality requirements (see B12 Records, Recording and Access to Records)
4.1 In the course of their duties staff will work alone on occasion, for example:
4.1.1 In Accommodation projects where there is single person cover.
4.1.2 When visiting service-users in their homes (e.g. Floating Support).
4.1.3 When accompanying tenants/residents/clients to appointments or to use services in the community.
4.1.4 When working in a non-accommodation service.
4.1.5 If colleagues are called away unavoidably, or if colleagues fail to report for work. See Shift Rotas, Holidays, Sickness, Absence and Cover (D01)
4.2 Where there is single person cover - YP Service:
4.2.1 On commencement of an early shift the staff member who will be working alone (staff1) must call another YPS scheme and inform another member of staff (staff2) that they have begun their shift.
188.8.131.52 If contact cannot be made with another staff member at the schemes, then please report in to Penn House. On a weekend shift a text message should be sent to the Directors (when on call, when not then Supported Housing Managers) phone at commencement of shift, with the shift completion time.
4.2.2 If working alone during the day, the staff member (staff1) must call another member of staff (staff2) at two-hourly intervals (if possible, please call the same staff member).
4.2.3 If working alone after 5.30pm then the staff member (staff1) must call another member of staff (staff2) at one-hourly intervals.
4.2.4 If working alone and meeting residents at the scheme office staff (staff1) must:
184.108.40.206 Wear the Helpline pendant
220.127.116.11 Call another member of staff (staff2) and inform them that you are about to start your meeting at the scheme.
18.104.22.168 Give the expected duration of that meeting.
22.214.171.124 At the time you estimated the meeting would have ended, you must call back the member of staff (staff2) and either, extend the duration of the meeting or inform them that the meeting has ended.
4.2.6 Attending outside appointments:
126.96.36.199 Write the start and end times of the meeting in the scheme diary.
188.8.131.52 Carry a mobile phone
184.108.40.206 give the expected duration of that meeting.
220.127.116.11 At the time you estimated the meeting would have ended, you must call back the member of staff (staff2) and either, extend the duration of the meeting or inform them that the meeting has ended.
4.3 When visiting service-users in their own home staff:
4.3.1 Visit with a colleague, rather than alone if at all unsure about their safety.
4.3.2 Familiarise themselves with the Risk Assessment and Risk Management Procedure (B19) and any notes of recent contact with clients before arranging home visits.
4.3.3 Leave written details for all appointments in a central place (e.g. team diary) about where they are going, giving full address, who they are visiting, when they expect to arrive, when they expect to leave and when they expect to return to the project.
4.3.4 Take a mobile phone with them at all times and ensure that it is kept charged. It is left on during visits or when staff are located in isolated parts of the site.
18.104.22.168 A central and accessible list of all staff mobile phone numbers is available FIX ME.
4.3.5 Be aware of their surroundings and possible exit routes.
4.3.6 That they are aware of the general atmosphere and do not pursue lines of discussion which are clearly provoking an aggressive or confrontational response.
4.3.7 Not try to 'win' points or arguments in clients' own homes - leave and deal with the issue at another time.
4.5 If the expected call is not received the following actions are taken:
4.5.1 A call is made to the 'absent' worker's mobile to establish contact.
4.5.2 If no contact can be made the relevant manager (if the designated person is not the manager) is alerted.
4.5.3 An assessment of the risk is made. If there are concerns about the safety of a member of staff, and they cannot be contacted on their mobile, on any contact number for the client, or at home then the Police are informed and asked to visit the site where the worker was known to have been.
4.5.4 The Manager notifies their Service Manager.
4.5.5 If visits are to take place out of office hours / extended beyond office hours, the On-call manager is notified in advance so that they know to expect a call from the staff member saying they have left a visit safely.
4.5.6 The On-call manager follows the same steps as above, if they do not receive a call from the member of staff at the expected time. They notify their Senior Scheme Manager.
4.5.7 These responses may result in distress for service-users and so it is extremely important that staff follow the agreed guidelines and remember to call in after meetings.
4.6 Additional precautions/risk management strategies for lone visits include:
4.6.1 Staff cancel a visit if:
22.214.171.124 They find client is with friends who the staff member does not know and/or does not feel comfortable with.
126.96.36.199 Client appears to be under the influence of substances.
188.8.131.52 Client behaves in a manner which makes them feel they should cancel the visit
4.6.2 Staff may wish to arrange for a member of their team to call them during a visit, if they feel it would be helpful to have time (five minutes) to assess a situation before deciding whether the visit should proceed in full. A simple 'coded' response will enable staff to make a situation known to a colleague, for example:
184.108.40.206 'Thanks for calling to tell me the meeting is cancelled and I am not needed' - if the visit is proceeding well.
220.127.116.11 'Thanks for calling, I will leave now, I understand this is an emergency' - if the visit needs to be terminated.
4.6.3 Staff may wish to arrange to meet service-users in other locations such as cafes, local offices of other services or another project if they feel that it is not appropriate or safe to meet the client in their home.
4.7 Risks to Clients
4.7.1 Staff and Managers must ensure at all times that the risk to clients from lone working is minimised.
4.7.2 Risks of abuse are detailed in B37 so managers regularly check with clients that they are happy with the service they receive from workers alone.
5.1 If there are going to be any visiting workers to project, e.g. Maintenance Contractors, volunteers an appropriate risk assessment is carried out during hand-over.
5.2 A brief risk management plan will be written to ensure safety of both worker and resident/tenants. This is added to hand-over sheet.
6.1 While on shift, staff actively supervise the building and surrounding area for any anti-social behaviour or drug related activities (See B31).
6.2 Where there are insufficient staff to monitor the whole building, access to non-essential areas is restricted
6.3 'Hotspots' where drug supply or other activities could take place clandestinely are checked regularly
7.1 If a staff member is called out to a scheme (out of office hours) then they must ensure that someone else (could be family member) knows where they are going. If no one immediate can be informed then another staff duty phone must be called.
7.2 Upon arrival to the scheme, Staff should assess the situation from outside where possible (listen for sound or look for signs) and if the staff member deems it necessary, they should call the Director or Supported Housing Manager to inform them of what is happening. If staff do enter the scheme they must firstly go immediately to the office to obtain the Helpline pendant, before intervening in disputes etc.
7.3 A message must be left for the staff member coming on shift in the morning, either by hand over note or by leaving a voice mail message.
8.1 Shift planning, handover and review check-list (B03SD01)
8.2 On-Call Procedure (B41)
8.4 Liaison with the Police (B18)
8.5 Managing the Locality (B31)
8.7 Lone working risk assessment and action plan B03SD02