THE FAMILY HAVEN
POLICY AND PROCEDURES
All policies and procedures have been approved by the Trustees and are regularly
reviewed and updated as necessary last revised Feb/June ‘07
TABLE OF CONTENTS
Categories of Clients
Procedures for registration
Information Resources Policy
Procedures for referral/sign-posting
Emergencies (fire, accidents, intruders, failure to collect)
Partnership with parents
Procedure for complaint
Equal opportunities policy
Disciplinary & grievance policy
Health & safety policy
Recruitment of ex-offenders
Purchasing, Invoicing & Credit Control Procedures
Outings and Local Visits procedure
Procedures for Older Children
Data Policy & Procedures
CATEGORIES OF CLIENTS ENTITLED TO USE
THE FAMILY HAVEN
There are four categories of client with which The Family Haven is concerned. These are
homeless families living in B&B or families living in temporary accommodation, hard to
reach families, referrals and families who have children with special needs.
Bed and Breakfast (B & B’s) and Temporary Accommodation
These are families with children, or expectant mothers, living in Bed & Breakfast
accommodation i.e. a property where legally only a room at night, and breakfast next
morning need be provided (including bed-sits where breakfast is provided). Also families
with pre-school children living in short term housing association, council or private rental
Hard to Reach
These are families in need who do not readily engage support services and are
marginalised. These families are often accessed via existing clients.
Other professionals, or agencies will have referred these. They must be a family in need of
extra support, which is not available elsewhere.
Children with ‘Special Needs’
These are pre-school children with „special needs‟.
PROCEDURES FOR REGISTRATION OF CLIENTS
Clients will be introduced to a member of staff, who will check on their circumstances
eg. Type of accommodation, number of and ages of children etc. (N.B. Where clients do not
fall into the categories set out above, they w ill be tactfully referred to an other agency.)
Clients will be shown around the building and the facilities available explained to them.
Clients who are undecided about the usefulness of The Family Haven to them should be
invited to think about it and return on another day to register.
When decided the registration forms will be completed.
PROCEDURES FOR ALL ‘CLIENTS’
Each client‟s date of arrival and personal information will be recorded.
The number of days of use will be agreed with each client according to his or her needs
and will be reviewed as their circumstances change.
The record forms will be completed.
Clients will be asked to read and sign the contract and the consent form.
CHILDREN WITH SPECIAL NEEDS
A Health Visitor, Social Worker or another professional will refer the child. A meeting will be
arranged for the parent, child and the referring agent to visit The Family Haven where they
will be shown around the building and the facilities available can be assessed.
Staff will discuss with the parent the particular needs of the child, their likes, dislikes, and
their interaction with other children.
Nursery sessions will be explained to the parent so that appropriate dates can be arranged.
A trial period of a minimum of 4 sessions will be agreed so that the suitability of both The
Family Haven and the child can be assessed. The parent might be asked to be present for
at least the first of these trial sessions.
All details of parent and child will be recorded and the confidentiality of these details will
be explained. The parent will be made to understand that The Family Haven may need to
liaise with the Health Visitor, Social Worker, Doctor, etc.
INFORMATION RESOURCES POLICY (Feb‘07)
To enable staff to provide client‟s with information about the best sources of support for
their particular need and to refer/signpost them to those relevant agencies The Family
Haven will strive to keep all reference materials, posters and leaflets updated. It is the
responsibility of the office team to ensure the information is kept up to date and readily
A selection of Directories and Handbooks are kept available in the office.
Posters and leaflets of relevant local agencies are displayed on the office notice boards.
Contact telephone numbers of other sources of information are on hand eg. GUIDE, FACS,
Social Service helpdesk etc.
Contact telephone numbers of both statutory and voluntary organisations are held for
obtaining advice for both staff and clients.
The Family Haven is on the mailing list of various groups and departments to receive the
latest information about up and coming changes in practice.
From time to time staff members visit other organisations to exchange information and
Assisted information is delivered by project staff overseen by the Manager who is ultimately
PROCEDURES FOR REFERRAL / SIGN-POSTING (Feb ‘07)
Where clients require advice beyond the information available at The Family Haven they
will be referred / sign-posted to another relevant service.
Depending on the clients‟ needs and the nature of the alternative service, clients may be:-
a) Formally referred using the individual agency‟s referral procedure.
b) Offered the use of the telephone to make an appointment with the agency.
c) Advised of the agency‟s existence and given directions for access.
To ensure we offer the best service possible The Family Haven will:-
a) Ensure all staff are aware of their limitations and the need to refer to specialised
b) Adhere to the referral / sign-posting procedure.
c) Keep up to date details of other sources of support and information.
d) Make available to all staff the „CLS Referral Directory‟, the „Directory of Volunt ary and
Community Organisations‟ and the „Voluntary Sector Handbook‟.
e) Inform clients about any charges required by the alternative service provider and when
possible seek funding to enable them to access the service.
f) Support clients in accessing other serv ices by making telephone calls on their behalf,
filling in forms and if necessary accompanying them on initial visits.
g) Make it possible for the client to access the other service y providing creche when
h) Keep a record of all referrals using the day-book.
i) Encourage clients to inform us of the outcome of the referral to ensure that they have
received the help they require and if necessary procure another option.
j) Monitor both satisfactory and unsatisfactory outcomes to help make future referrals.
CHILD PROTECTION POLICY (March ‘07)
The Family Haven believes that the welfare of the child is paramount and that all children
without exception have the right to protection from abuse. All children should be valued
at all times. No bullying, physical punishment, racist language or use of language that
might undermine the confidence of the individual child will be tolerated (see anti bullying
policy). All children will be listened to and treated with respect.
The Family Haven Trustees will ensure that all trustees, staff and volunteers are checked for
the suitability to work with children. This will include the take up of two independent
references and police checks through the CRB. Students etc who have not been checked
by the Family Haven will not be left unsupervised.
The Family Haven trustees will ensure that all staff receive regular child protection training
and supervision. They will also ensure that staff and volunteers receive adequate induction
and that child protection procedures are fully understood.
Staff and volunteers will be made aware of their responsibilities in respect of their own
behaviour. This will include not closing doors when in rooms on your own with children, not
behaving in a way that can be misconstrued as sexually exploitative, ensuring there are
enough staff around and supervising children at all times.
The Family Haven staff will work with parents to ensure the safety of children, supporting
families and working with other professionals as necessary. Parents will be made aware
that any causes for concern will be reported and that disclosure of child protection issues
will be shared with relevant agencies. Beyond this however, parents can be assured of
All individuals working with children and families have a duty and responsibility to report
any concerns or allegations of a child protection nature, which may come to their
attentions. This will be done by following The Family Haven Child Protection procedure.
The Child Protection Policy and Procedure will be reviewed annually and discussed in
supervision to keep it in the forefront of people‟s minds.
Child Protection Procedure
The Family Haven works in partnership with the Gloucestershire Safeguarding Children
Responding to Concerns or Allegations
In cases of concern the manager should be informed. Discrete records should be
recorded in the incident book. The manager/nursery supervisor or both should then talk to
the parent to ascertain if there is a problem, with which help can be offered.
When a child attempts to make an allegation the child will be listened to and taken
seriously. All that is said will be recorded and the manager informed.
Where abuse is suspected the manager should contact the child‟s health visitor and if
deemed necessary advice will be sought from the Safeguarding Children Service on 01452
If the situation calls for immediate action, the manager will log a child welfare concern and
if warranted make a referral to the Children and Families help desk on 01452 426 565. The
details of the referral should be confirmed in writing to the Children and Young People‟s
directorate within 48 hours. (see Gloucestershire Child Protection Flow Chart).
Whenever possible parents should be informed before making a referral except in more
serious cases or cases of concern about sexual abuse.
Responding to Allegations of Abuse by Staff
Parents will be made aware of how to make a complaint in the nursery handbook.
All concerns that may amount to an allegation of abuse or neglect by a member of staff
must be reported to the manager. In the case of the manager being implicated in the
allegation, it should be reported to the trustees. The details of the issue or incident, giving
rise to the concerns, should be discussed with the Local Authority Designated Officer
(LADO) through the Safeguarding Children Service on 01452 583 636, who will decide
whether the Police and social workers need to be involved. The LADO will advise on
whether it is necessary to suspend a member of staff. Any suspension should be described
as necessary and supportive to staff. Ofsted should also be informed of any allegation
made on 0845 601 4772.
Records of any allegation will be kept confidential and details will be disclosed on a need
to know basis. All records will be kept securely in the staff file to be used in the event of any
All trustees, the manager and staff will fully co-operate in any investigation.
Definition of Abuse
The persistent emotional maltreatment of a child. It may involve conveying the feeling of
worthlessness, being unloved or inadequate, constant criticism, being frequently frightened
or in danger. It may also involve over protection, limiting learning or preventing the child
participating in normal social interaction.
The persistent failure to meet the child‟s basic physical and psychological needs. Neglect
may also occur during pregnancy as a result of maternal substance abuse.
The forcing and enticing of a child to take part in sexual activities, whether or not the child
is aware of what is happening. It may include physical contact or non-contact activities
such as watching or being encouraged in an inappropriate sexual way.
The causing of physical harm to a child that could involve hitting, shaking, throwing,
poisoning, burning, scalding, drowning, suffocation or otherwise causing physical harm.
Also included in this category are children subjected to deliberately induced or fabricated
illnesses. Physical abuse, as well as being a result of an act of commission can also be
caused through omission or the failure to act to protect.
This is a confidential route for anyone to use if they have concerns over th e treatment of
children by staff or volunteers. Guidance will be given as to whom the concerned party
should contact. Contact addresses and telephone numbers are displayed in the staff
HEALTH POLICY (Feb ‘07)
No child or adult suffering from an infectious illness (excluding coughs and colds) should be
in attendance, until the required incubation period has passed. A poster of childhood
diseases, their symptoms and incubation periods is displayed in the nursery.
Parents should be informed of any likely outbreaks of childhood infections.
Any child or adult infested with lice will be required to treat the condition before admission
to the nursery. This can be done at home or using The Family Haven bathroom.
Any serious accident or illness must be notified immediately to the OFSTED and to the
Environmental Health Officer.
Staff should not give medication of any sort, unless extraordinary circumstances arise. In
these cases, medication can only be administered if the parent has given writt en
permission and instructions.
Parents are asked to record any medication they administer to their children, on The Family
Haven premises, in the medication book situated in the nursery.
BEHAVIOUR SANCTIONS (Feb ‘07)
A list of house rules is given to every client when registering.
Any behaviour, which causes discomfort to either the perpetrator or those around, should
be dissuaded. (see anti-bulling policy)
Physical punishment must never be used.
Sanctions for unacceptable behaviour will never include frightening, humiliating or lengthy
Restraint must not be used as a punishment.
Problem behaviour will be dealt with swiftly and fairly, taking into consideration the age of
the child. The child will be told why the behaviour is unacceptable and the reason for the
Where possible the child should be redirected.
A child can be removed from a situation, to another part of the nursery.
Items of equipment, toys, etc may be removed from the child.
A child may be asked to sit t o one side for a short period of time (2 minutes max).
The group leaders will maintain confidential links with parents about any problem
behaviour and subsequent sanctions taken. Once an incident has been dealt with the
group leader will reassure parents that the matter is now forgotten and no further action is
EMERGENCIES (Feb ‘07)
In the event of a fire strict procedure should be followed:-
The Manager, or in her absence, the Deputy Manager, will telephone the Fire Brigade.
The Manager or Deputy Manager will be responsible for the safe evacuation of the
The assembly point is in the front garden.
In the event of serious accident/injury the Manager or Deputy Manager will be responsible
for calling an ambulance. They should then inform the emergency contact, found on the
If an unwelcome visitor tries to gain access to the building, they should be asked to leave. If
they refuse they should be warned that the Police will be called. If the intruder persists or
becomes violent the Manager or Deputy Manager will be responsible for calling the Police.
Failure to collect
A parent must pick up children, unless other arrangements have been made with the
Nursery Supervisor or Deputy. If in doubt the child must be kept at The Family Haven until
contact has been made with a parent. If a child is not collected, every effort must be
made to trace the parent. The emergency contact person should be informed. If all else
fails Social Services should be contact ed.
If a child goes missing from the nursery the parent will be informed immediately if on the
premises. In the case of an absent parent, staff will search the building and grounds. If the
child is not found during the initial search, the parent will be contacted immediately. If the
parent cannot be contacted the emergency contact will be informed. If necessary the
police will be contacted.
PARTNERSHIP WITH PARENTS (Feb ‘07)
It is recognised that parents generally have the greatest knowledge of their own child.
Parents should be kept fully informed about their child‟s activities, and of any medical
problems, accidents, behaviour problems or other significant events.
Staff should ensure that there are sufficient opportunities for parents and staff working with
the children to discuss the child‟s progress and plans for future activities.
Parents should know that they can drop in to the group at any time during sessions, to
observe or participate in activities (indeed this should be encouraged).
Parents should also be encouraged to participate in outside activities eg swimming, library
Parents may sometimes be asked to help out in the nursery on a rota basis.
Children should be supplied with suitable clothing, as they will be partaking in messy
Parents are made aware that they must take full responsibility for their children at all times
unless they have arranged to leave them in crèche.
All parents must take full responsibility for updating admittance records e.g. addresses,
telephone numbers and contact names.
PROCEDURE FOR COMPLAINT (Feb ‘07)
Anyone wishing to make a complaint connected with The Family Haven (excluding Child
Protection matters) should follow the complaint procedure as follows: -
The procedure allows the matter to be dealt with, in the first instance, by the Manager
If you are unhappy with the response you get, the procedure allows you to pursue the
matter with the Chairperson of the Executive Committee.
If you are still unhappy with the response, the procedure allows you to pursue the matter
with a panel of up to 3 trustees from the Executive Committee.
All complaints received, whether made in writing, by telephone or in person, should be
treated with equal importance. All complaints will be recorded and acknowledged within
5 working days.
A full reply must be given within 10 working days of the date of acknowledgement. If it
becomes apparent the investigation will take longer than 10 days to complete, the
complainant must be advised of the reason for the delay together with a date when a full
reply may be expected.
If a satisfactory outcome cannot be reached you may contact OFSTED on 08456 404 040.
EQUAL OPPORTUNITIES POLICY (Feb ‘07)
No user of The Family Haven‟s facilities and services whether they are a member of staff, a
client, a volunteer, visitor or job applicant will receive less favourable treatment or be
discriminated against on the grounds of race, colour, ethnic origin, nationality, sex, marital
status, sexual orientation, disability, size, creed, trade union activities, political beliefs, age,
class or caring responsibilities.
However The Family Haven Management does make the proviso that should occasion
arise where there are too many clients for the spaces available, priority will be given to
clients living in Bed & Breakfast accommodation.
The Family Haven takes responsibility for encouraging positive attitudes, promoting equality
and opportunity. The rights and dignity of the individual should be respected.
All employees have a legal and moral obligation not to discriminate and to report incidents
of discrimination against any individual or group of individuals. Any employee found to be
practising discrimination will face disciplinary proceedings.
Any complaints should be dealt with as set out in the PROCEDURE FOR COMPLAINT.
The Family Haven aims to promote equal opportunities by : -
Ensuring that all who come into contact with The Family Haven know of the standards we
aim to achieve, will be aware of their responsibility in helping us to achieve them and will
know that they have the right to complain if the standards slip or the policy is ignored.
Providing appropriate multicultural play equipment and materials to reflect positive
Promoting awareness by example and discussion when appropriate.
Challenging negative, hurtful remarks or behaviour.
Sharing cultures and celebrating festivals.
Responding flexibly and imaginatively (where possible) to requests for services, some of
which may have to be different or separate from those currently provided.
Creating easy access and a sympathetic environment.
Liaising with other agencies.
Informing users of The Family Haven that we are committed to a policy of equal
Equal opportunity training needs will be identified and acted upon.
All employees will be given equal opportunity and access to training to enable them to
progress within the organisation.
The Family Haven will ensure that the way in which jobs are advertised and filled fulfil the
requirements of our policy on equal opportunity.
All job descriptions will be checked to ensure that they do not ask for unnecessary
requirements or qualifications.
Where some groups of people are under-represented on the staff, those groups of people
will be specifically encouraged to apply for jobs. All applications will then be treated strictly
on merit at the stage of short -listing and selection.
The word „staff‟ includes volunteers engaged in the work of The Family Haven.
DISCIPLINARY PROCEDURE (March ’07)
The procedure should not be regarded as a means of imposing punishment but as a
means of improving performance.
Stage 1 - Verbal Warning – Where previous supervision and appraisals have failed to bring
about desired improvements a disciplinary interview will be arranged. The Line Manager
will set out the areas to be discussed and the employee will be allowed to respond. Where
the employee is considered blameworthy, a verbal warning will be given. A written record
of the warning will be made and a copy given to the employee.
Stage 2 - 1st Written Warning - If the verbal warning has failed to bring about the desired
improvement within a period of not less than one month a further disciplinary interview will
be arranged (as above) and if the employee is found blameworthy, a written warning will
be issued and a copy will be given to the employee.
Stage 3 – Final written warning – If after a further period of not less than one month of a
written warning a member of staff‟s performance and/or conduct is still considered
unsatisfactory a further disciplinary interview will be arranged (as above) and they will be
issued with a final written warning. This final warning will clearly lay down the areas of failed
performance and the minimum, precise and measurable improvements that are required
and by what dates for the employee to retain his/her job.
Stage 4 – Dismissal - If after a reasonable period of time as defined in the final written
warning the member of staff‟s performance is still considered unsatisfactory then the
member of staff may be dismissed.
At all stages employees are protected from being unfairly treated with the following
principles underlying all steps of the disciplinary procedure. The timing and location of
meetings will be reasonable and conducted in a manner that enables both employer and
employee to explain their case. Each case is carefully investigated and the employee is
given an opportunity to put his/her side forward before disciplinary action is taken.
The employee has a right to be accompanied at any disciplinary proceedings by a work
colleague, Trade Union official certified by their union to act as a staff representative or a
friend/relative of their own choice. There is a right of appeal against any disciplinary action
taken. An appeal should be lodged in writing within 5 working days of the disciplinary
action taking place (or within 5 working days of confirmation of the outcome e.g. the
DISCIPLINARY PROCEDURE (March ‘07)
Step 1: statement of grounds for action an invitation to meeting.
The employer must set out in writing the employee‟s alleged misconduct, characteristics, or
other circumstances, which have led them to contemplate disciplinary action or dismissal.
The employer must send the statement or a copy of it to the employee and invite the
employee to a meeting to discuss the matter/s.
Step 2: the meeting (which is recorded and signed by both parties)
The meeting must be held before the employer takes any action, unless the disciplinary
action consists of a suspension.
The meeting must not take place until:
a) the employer has informed the employee of the grounds for the allegations as set
out in the statement issued under Step 1;
b) the employee has been given a reasonable opportunity to consider their
response to that information.
The employee must take all reasonable steps to attend that meeting.
After the meeting the employer must inform the employee of their decision and notify the
employee of the right to appeal against the decisi on if he or she is not satisfied.
Step 3: appeal
If the employee wishes to appeal, they must inform the employer in writing, within 5 working
days. (of the disciplinary outcome having been confirmed in writing)
If the employee informs the employer of their wish to appeal, the employer must invite the
employee to attend a further meeting. The employee must then take all reasonable steps
to attend the meeting.
The appeal meeting does not have to take place before the dismissal or disciplinary action
takes effect. After the appeal meeting the employer must inform the employee of his final
N.B. A Verbal warning will stay on file for 6 months, A Written warning for 12 months
SUMMARY DISMISSAL FOR GROSS MISCONDUCT
Certain types of conduct are considered as gross misconduct and are dealt with by
suspension pending an urgent dismissal meeting eg theft, violence, infringement of Health
and Safety, serious bullying or harassment, serious breach of confidentiality, verbal, sexual
or racial abuse, incapability through alcohol or being under the influence of illegal
substances, serious criminal offences that require an urgent response or any actions which
may bring The Family Haven into public disrepute. (These are examples but the list may not
be exhaust ive)
The procedure for such cases only involves the use of Step 1 and Step 3 of the standard
dismissal procedure. Step 1 must include in the statement the alleged: misconduct leading
to the dismissal; the employer‟s basis for thinking the employee was guilty at the time of
dismissal and the employee‟s right of appeal against dismissal. This shortened procedure
does provide for an appeal meeting to take place at the employee‟s request, in writing
where the decision to dismiss should be reviewed.
If you have a grievance related to your work then you may wish to use the grievance
procedure which is as follows:-
The procedure allows the matter to be dealt with, in the first instance, by the Manager who
should give you an answer as soon as possible within 5 working days.
If you are unhappy with the response you get the procedure allows you, (accompanied by
a colleague or union representative, if you wish) to pursue the matter with the Chairperson
of the Executive Committee.
CONFIDENTIALITY POLICY (March ‘07)
Confidentiality is a fundamental principle of The Family Haven. Clients need to have total
confidence in The Family Haven so they can reveal details of their personal circumstances
without risk of the information being passed to third parties without their consent.
This policy governs the conduct of all paid staff, volunteers, students and members of the
RESPONSIBILITY TO CLIENTS
It will be made clear to clients that personal information will only be passed on to other
relevant agencies with their permission.
1) Child Protection Issues
2) Risk of serious physical harm (to the client or another party)
3) When it is in the client‟s interest to do so but it is not possible to obtain the client‟s
consent in advance.
Information will be shared with other members of staff on a “need to know” basis.
Clients‟ records containing personal relevant information will be kept locked in a filing
cabinet in the office. Access will be strictly limited to staff involved with their case. Clients
will have access to their files.
Highly confidential child protection records will be secured separately and access strictly
limited to The Family Haven representative dealing with the specific case conferences a nd
Referrals made to The Family Haven are done so with the client‟s knowledge and their
circumstances explained with their permission.
Referrals made to other organisations from The Family Haven are done so by agreement
from client s (exception Child Protection).
Information may be shared with these organisations with the client‟s knowledge.
Telephone numbers and addresses will never be divulged unless requested to do so by the
client concerned. Attendance details will not be disclosed without the client‟s permission.
OTHER CLIENTS, VISITORS
Clients should be made aware that other clients and visitors may not respect
confidentiality; therefore care should be taken when disclosing personal information.
Full anonymity will be given to all clients in any publicity, promotions, case files, etc used to
promote the work of The Family Haven.
RESPONSIBILITY TO STAFF AND VOLUNTEERS
(referred to as workers)
Workers‟ records containing personal relevant information will be kept locked in a filing
cabinet in the office. Access will be strictly limited to The Manager, and Human Resources
team. Workers will have access to their own personal files.
Home addresses and telephone numbers of workers will not be disclosed to clients. They will
only be disclosed to outside agencies with the consent of the worker concerned (police
can bypass this).
RELATIONSHIP WITH CLIENTS
Relationships with clients should be maintained on a professional basis. This implies that
workers should not exploit clients in any way, including sexually, physically, emotionally or
It is strongly advised that workers should refrain from social contact with clients outside The
Family Haven. Where clients are already known to workers, t he Manager must be informed,
thereby preventing a conflict of interests.
RELATIONSHIP WITH COLLEAGUES
Workers should not speak ill professionally or personally of a colleague to a client, whether
privately or in public, or to members of the public in general.
Any personal details shared with the team should remain confidential at all times.
VOLUNTEER POLICY (July 07)
The purpose of the policy is to provide overall guidance to Staff and Volunteers engaged in
volunteer work for the Family Haven. The Family Haven reserves the exclusive right to
change any of the policy at any time and to expect adherence to the changed policy.
Unless specifically stated, the policy applies to all volunteers in all duties.
ROLE OF VOLUNTEER:
The volunteer is anyone who without compensation or expectation of compensation
beyond reimbursement of expenses incurred in the course of her/his Volunteer duties,
performs the task at the direction of the Family Haven, as described on the specific job
description. The Family Haven accepts the services of all Volunteers with the
understanding that such services are at the sole discretion of the Family Haven. Volunteers
agree that the Family Haven may at any time, for whatever reason, decide to terminate
the Volunteers‟ relationship with the organisation.
A Volunteer may at any time, for whatever reason, decide to sever his/her relationship with
the Family Haven. Notice of such a decision should be communicated as soon as possible
to the Manager.
Volunteers will not be asked to take on pieces of work formally done by paid workers. All
Volunteers will have the right to refuse or withdraw from tasks, which they do not wish to
undertake. Volunteers moving on to other Voluntary work or paid employment will be
entitled to receive a reference from the Family Haven. Volunteers will receive a copy of
Volunteers are viewed as a valuable resource to the Family Haven, its Staff, Clients and
Families. Volunteers shall be extended the right to be given meaningful tasks, the right to
be treated as equal co-workers, the right to effective supervision, the right to full
involvement and participation, and the right to recognition for work done.
In return Volunteers shall agree to perform their duties to the best of their abilities and to
remain loyal to the values, goals and procedures of the Family Haven.
VOLUNTEER MANAGEMENT PROCEDURES
Volunteers shall be recruited without regard to gender, disability, age, race, or other
conditions. Volunteering opportunities will be widely advertised in a variety of places to
ensure a broad section of the local community is represented.
The recruitment of Volunteers will be made following full discussion with Staff members. The
Home Office code of practice shall be the guiding principle for the protection of children.
The process shall include:
Formal written application
Interview and Selection
THE INTERVIEW PROCESS:
All Volunteers will be interviewed to ascertain their suitability for and interest in the position.
The interview will determine the skills and experience of the Volunteer, their commitment to
fulfil the requirements of the position and should answer any questions that the Volunteer
might have about the position. All Volunteers will be interviewed by the Trustee responsible
for volunteers, Manager or Nursery Supervisor.
INDUCTION AND TRAINING:
All new Volunteers shall be entitled to a structured induction to familiarise them with the
work of the Family Haven including issues of Health & Safety.
All Volunteer placements shall initially be done on a trial period of 3 months.
LEAVE OF ABSENCE:
Volunteers are expected to perform their duties on a regular scheduled and punctual
basis. The Volunt eer will discuss with the Line Manager as far in advance as possible their
wish to have a leave of absence. Continual absenteeism will result in a review of the
Volunteer‟s term of service.
Volunteers are responsible for maintaining the confidentiality of all proprietary and
privileged information to which they are exposed, whilst serving as a Volunteer, and on
leaving the service, whether this information involves a member of Staff, Volunteer or Client.
Liability and accident insurance is provided for all Volunteers engaged in the Family Haven
TRAINING AND SUPERVISION
Volunteers will be entitled to have appropriate training to both carry out their work and to
enable self-development. This will be subject to funding constraints, but will always be
viewed as a priority
Attendance at supervision/support sessions is recommended for all Volunteers: either by a
group supervision or one to one. Each Volunteer will be allocated a named support worker
to whom she/he will be allocated on a day to day basis. Ultimately all Volunteers are
accountable to the Family Haven Manager.
LINES OF COMMUNICATION:
Volunteers are entitled to all necessary information pertinent to the performance of their
duties. Accordingly, Volunteers should be included in and have access to all appropriate
information, memos, materials and meetings relevant to their duties. Primary responsibility
for ensuring that the Volunteer receives such information will rest with the Manager.
Lines of communication should operate in both directions and volunteers are encouraged
to speak to Line Mangers/Manager when they feel it necessary.
GRIEVANCE & DISCIPLINARY POLICY
The role of Volunteers in the Family Haven is different to that of paid staff. This is not a valid
reason for failure to establish clear disciplinary and grievance procedures for Volunteers,
although their right to such procedures is a right in principle rather than a legal obligation.
The procedure should be appropriately more flexible and be subject to a realistic time
scale, but must be clear and fair, in line with the Staff Grievance and Disciplinary Policy.
DISMISSAL OF A VOLUNTEER:
Volunteers who do not adhere to the rules and procedures of the Haven or who fail
satisfactorily to perform their Volunteer duty may be subject to dismissal. No Volunteer will
be dismissed, until the Volunteer has had an opportunity to discuss the reasons for dismissal
with supervisory staff.
Possible grounds for dismissal may include, but are not limited to the following, gross
misconduct or insubordination, being under the influence of alcohol or drugs, theft of
property or misuse of Family Haven equipment or materials, abuse or mistreatment of
Family Haven clients, failure to abide by the Family Haven policies and procedures, failure
to meet physical or mental standards of performance and failure to perform assigned
THE GRIEVANCE PROCEDURE:
If a Volunteer has a grievance against a member of Staff or any other Volunteer The Family
Haven‟s grievance procedure should be followed. A copy of which is held in the office.
NOTICE OF RESIGNATION/RETIREMENT
Volunteers may resign from their Volunteer service at any time. It is requested that
Volunteers who intend to resign provide advance notice, preferably one month before
their departure to the Manager.
ENVIRONMENTAL POLICY (March ‘07)
Statement of Intent
The Trustees and management of The Family Haven are committed to implementing
practical policies of conservation of resources and the environment as specified herein.
Waste generated by the operation of our office, nursery and kitchen shall be sorted and
recycled as far as reasonably possible. The recycling bin is situated on the first floor land ing.
In the office, paper products will be re-used where possible e.g. re-use of envelopes and
use spoiled papers as note books. With respect to communications, endeavour to print
both sides of the paper. Also to conserve paper, avoid mass mailings by sending
communication via e-mail.
In the kitchen, food waste should be minimised, numbers of clients wishing to have lunch,
are counted at 10.30 every morning. In the event of too much food being prepared, the
excess is frozen, to be used at a later date.
In the nursery use some recycled paper for drawing and painting. Unwanted packaging
etc. is used for junk modelling.
Promote and operate a vigorous programme of collecting and distributing recycled
goods. Friends and supporters regularly donate clothing, household equipment, bedding,
towels and curtains, toys, books, videos, baby equipment and small items of furniture that
they no longer require. Our aim is to redistribute these items to our clients and others in
need who are referred to us. (these items are redistributed free of charge)
Recycle plastic carrier bags for clients to take their recycled goods home.
Organise car sharing for staff where possible. Our policy is to walk to any meetings held in
the city centre. Where possible our Trustees car pool for the monthly meetings and visits to
Much of our furniture and fittings for the premises including office equipment is second
hand and therefore is „recycled‟.
Much of the supplies for the nursery are from Gloucester Resource Centre, so also recycled.
To maximise energy efficiency we installed new energy efficient boilers in 2001.
Where possible we use energy saving light bulbs.
We maintain statutory heat levels for the nursery and building during daytime occupancy
and use a timer to ensure that the building is not heated when it is not occupied.
To avoid constantly running our photocopier it is turned on only when a sufficient amount
of work is to be copied. Lights are not left on when staff depart.
In the nursery we have installed children‟s toilets equipped with water conserving devices.
All waste paper, drink cans, plastic milk bottles, glass, newspapers and magazines will be
recycled using the bin provided and collected by the council, weekly.
Clothes and shoes that are of poor quality or are surplus to requirements, will be taken to
the local recycling centre.
Any large quantities of cardboard will also be taken to the local recycling centre.
HEALTH AND SAFETY POLICY May ‘07
The Family Hav en‟s policy on Health and Safety at w ork is to prov ide as safe and as healthy
w orking conditions as possible and to enlist the support of all employees tow ards achiev ing
those ends. While ov erall responsibility rests w ith The Family Hav en‟s Executiv e Committee, all
staff and v olunteers hav e a legal duty to take reasonable care, to av oid injury to themselv es or
others, by their w ork activ ities to protect Health and Safety.
THE MAIN HAZARDS THAT STAFF & VOLUNTEERS SHOULD BE AWARE OF ARE: -
Washing machines and tumble driers should be used w ith care. All machines should be
inspected regularly by staff. Clients must be made aw are of using machines in accordance
w ith the manufacturer‟s instructions.
Care should be taken w ith all cooking utensils and equipment. Care should be taken at all
times w hen drinks or meals are serv ed. Extreme care should be taken w hen carrying hot liquids
or food. Children are not allow ed into the kitchens unaccompanied by an adult.
Ensure that all doors and stair gates are closed securely.
Do not allow children to climb on furniture or sw ing on safety gates.
All cleaning materials must be kept w ell out of reach of all children.
Safety cov ers must protect all w all sockets in the nursery at all times.
Nev er leav e children unsuperv ised in rooms or outside areas.
The climbing frame and slide must be superv ised.
Do not allow children to carry dangerous equipment eg scissors, mugs, sticks, etc
Any up-turned chairs should be righted immediately.
Any dangerous items should be remov ed.
Glov es should be w orn w hen changing nappies; the changing mat must be w iped w ith anti -
bacterial cleanser after use.
I t is against the law to smoke inside The Family Hav en building (you may only smoke in the
smoking area outside).
Special care should be taken on kitchen, laundry and nursery floors. Allow half an hour for floors
to dry before going onto them.
Mop any spills up immediately.
Please ensure you are familiar w ith the fire extinguishers and their location.
Make sure fire doors are closed at all times.
Be aw are of assembly point; study the fire instructions.
Any accident should be reported to the Manager, w ho in turn w ill report to the E xecutiv e
Committee, as soon as is practical.
Details of all accidents must be entered in the Accident Book.
Accidents inv olv ing children must be reported to the parent, w ho must sign the Accident Book.
FIRST AID BOX
This is situated in the dining room outside the kitchen. Named First Aiders are: DI SPLAYED I N THE
USE OF CANDLES
The use of candles w ill be limited to birthday cakes, Diw ali and alternativ e therapies. Candles
w ill not be left burning unsuperv ised and great care w ill be taken to make sure they are
USE OF LADDERS
The use of ladders is banned except w hen they are ow ned and used by The Family Hav en‟s
contractors. Use of The Family Hav en‟s A frame step ladder is permitted for short periods e.g. to
access storage cupboards, change light bulbs, check emergency lighting etc.
Care should be taken w hen lifting using proper lifting techniques.
FIRE POLICY (March ‘07)
MEANS OF GIVING WARNING IN THE CASE OF A FIRE
FIRE ALARM SYSTEM
The electrical fire alarm system is situated at the bottom of the stairs. Four „break glass‟
alarm points are situated – I) by the fire alarm system
II) by the back kitchen door
III) outside the staff room door
IV) on the top landing.
These are to be tested weekly (on rotation) by two members of staff and recorded in the
Fire Log Book. One member of staff is to insert the black key into the „break glass‟ while the
other is to check and reset the electrical alarm system.
Once a month the emergency lighting is t o be tested by isolating the lighting circuit and
walking through the building to check the emergency lights. This is to be recorded in the
Fire Log Book.
AUTOMATIC FIRE PROTECTION
There are smoke detectors in each room, which will activate in the event of heat/smoke
FIRE FIGHTING EQUIPMENT
All staff are to familiarise themselves with the equipment available. There are fire
extinguishers in all parts of the building and fire blankets in the kitchens.
FIRE PROCEDURE NOTICES
These are situat ed on every floor and all staff and clients are to familiarise themselves with
the instructions in case of fire.
FIRE ASSEMBLY POINT
The assembly point is in the front garden. Care should be taken with the children on the
STAFF FIRE PROCEDURE
IF YOU DISCOVER A FIRE
Raise the alarm by breaking the glass at the NEAREST POINT.
Ensure the Fire Service is called by dialling 999.
Attack the fire with the equipment provided – IF IT IS SAFE TO DO SO.
IF YOU HEAR THE FIRE ALARM
Collect client attendance list
Check cot -room for babies
Leave the premises by the nearest available exit.
Nursery staff to supervise the safe evacuation of children in nursery.
Close ALL DOORS behind you.
Report to the person in charge at the assembly point in the FRONT GARDEN.
CALL THE FIRE BRIGADE (by dialling 999)
DO NOT SHOUT OR RUN
STUDY THIS NOTICE CAREFULLY SO THAT YOU KNOW WHAT TO DO IN AN EMERGENCY
RECRUITMENT POLICY (March ‘07)
When a specific role has been identified, defined and approved, the following recruitment
procedure will be adhered to.
Create the job advertisement
Include job title and location
Required experience and qualifications
Statement of Equal Opportunities
How to apply and to whom
Closing dates for applications
Where to advertise
Try to reach as many likely candidates as possible, one or all of the following may be
Job centres (including on line)
Parish Magazine & ot her publications
The Family Haven Newsletter
When all applications have been received and vetted by the appropriate people:-
For Management and Supervisory Positions – Manager, Deputy Manager, Trustees
For Nursery appointments -Manager, Nursery Supervisor and Nursery Deputy
For Project staff – Manager, Deputy Manager
Short -listed candidates should be contacted and arrangements made for them to visit the
centre. They will be given an information pack including job description personal
specifications and staff induction book. At this visit thy will be offered an interview if
appropriate. The unsuccessful applicants should be contacted to let them know they have
been unsuccessful on this occasion.
The interview panel should consist of the interested parties who have already vetted the
applications (see above). Decide on questions beforehand and ask the same question to
each candidate in order to compare answers.
At the end of the interview, thank the candidates for attending, ask whether they still wish
to be considered, subject to satisfactory references and advise them on the next steps.
Discuss each candidate‟s strengths and weaknesses, whether suitable or not and ideally,
reach a group decision using the interview checklist.
All candidates should then be advised of the decision and the present staff should be
informed of the outcome of the interviews.
Verbal references should be obtained with written confirmation to follow.
The letter of appointment should include:
Three month probationary period
A signed copy as acceptance of position (which should be returned within 14 days)
Contract of Employment & Terms & Conditions
The job description, personal specification and Staff Induction book (including the
Disciplinary & Grievance Procedure) should be available on the first day of their
appointment in case it has been misplaced.
A contract of employment & terms and conditions will be signed by the employee and the
manager at the end of a successful probationary period.
CRB DISCLOSURE FORMS SHOULD BE APPLIED FOR AS SOON AS POSSIBLE
RECRUITMENT OF EX-OFFENDERS (July 07)
It is a requirement of the CRB‟s code of practice that any body or individual using
Disclosure information as part of their recruitment process must treat Disclosure applicants
who have a criminal record fairly and do not discriminate because of a conviction or other
The Family Haven is committed to fair treatment of its staff, potential staff or users of its
services, regardless of race, gender, religion, sexual orientation, responsibilities for
dependants, age, physical/mental disability or offending background.
We activity promote equality of opportunity for all with the right mix of talent, skills and
potential and welcome applications from a wide range of candidates, including those with
criminal records. We select all candidates for interview based on their skills, qualifications
As a disclosure is part of the recruitment process, we encourage all applicants called for
interview to provide details of their criminal record at an early stage in the application
process. We request that this information is sent under separate, confidential cover, to the
designated person and we guarantee that this information will only be seen by those who
need to see it as part of the recruitment process.
At interview, or in a separate discussion, we ensure that an open and measured discussion
takes place on the subject of any offences or other matter that might be relevant to the
position. Failure to reveal information that is directly relevant to the position sought could
lead to withdrawal of an offer of employment.
We make every subject of a CRB Disclosure aware of the existence of the CRB Code of
Practice and make a copy available on request.
We undertake to discuss any matter revealed in a Disclosure with the person seeking the
position before withdrawing a conditional offer of employment.
Having a criminal record will not necessarily bar you from working with us. This will depend
on the nature of the position and the circumstances and background of your offences.
SPECIAL EDUCATIONAL NEEDS POLICY (May ‘07)
The Family Haven values the contribution that every child can make and welcomes the
diversity of culture, religion and intellectual style. We aim to remove barriers to learning
and increase access to pre-school provision for all. Therefore we welcome the inclusion of
children with special educational needs. Whilst many of our children come from the
socially excluded, hard to reach sector of our community and therefore have special
needs, for the purpose of this policy, special educational needs means a child has a
learning difficulty which calls for special educational provision. A child has a learning
difficulty if she/he has
A significantly greater difficulty in learning than the majority of children of the same
A disability which either prevents or hinders him/her from making use of educational
facilities of a kind provided for children of the same age.
Due to staffing levels and limited specialised equipment it may not be possible to cater for
all children with special educational needs. A meeting will be arranged for the child,
parent/carer and the referring agent to visit The Family Haven so that the facilities available
can be assessed for suitability.
The Family Haven has a named special educational needs co-ordinator (Laura Partridge )
who is responsible for:
The day to day operation of the SEN policy.
Liasing with and advising all members of staff.
Initiating IEP‟s (individual education plans)
Co-ordinating provision for children with SEN.
Overseeing records on children with SEN.
Liasing with parents of children with SEN.
Keeping all members of staff informed of new developments and issues.
Liasing with external agencies.
The Family Haven staff will endeavour to update and advance their knowledge by
attending relevant training on
Observing and recognising early signs of SEN.
Implementing early action to meet these needs within the setting.
The use of appropriate monitoring and recording of a child‟s learning difficulties and
How to obtain advice within the setting and where necessary, beyond.
The setting will have regard to the special educational needs code of practice.
Stage one: Staff identify or register a child‟s special educational needs and consulting the
SENCO, take initial action.
Stage two: The SENCO takes the lead responsibility for gathering information and for co-
ordinating the child‟s special educational provision, working with staff.
Stage three: Staff and the SENCO are supported by specialists from outside the setting.
The Family Haven recognises that the relationship between parents/carers of children with
a special educational need and The Family Haven has a crucial bearing on the child‟s
educational progress and the effectiveness of any setting based action. The Family Haven
staff will endeavour to work with the parents/carers to meet the individual needs of
children, to involve them and keep them fully informed on the progress of their child.
The Family Haven will endeavour to liase with other agencies and professionals e.g. health
visitors, speech therapists and pre-school units wherever possible.
Records will be kept up to date at all times and made available to a child‟s parent/carer
THE FAMILY HAVEN SUPERVISION STRATEGY (May 07)
The Family Haven management is committed to looking after it‟s staff by providing regular
supervision sessions to reduce stress levels, aid professional development and improve
communication. Supervision is about a partnership between the supervisor, the worker and
the organisation. When all partners work fully together, it becomes a powerful tool to
sustain development and ensure a professional practice. Supervision will consist of a
mixture of group and individual sessions on a bimonthly basis. Supervision will be available
at other times on request.
Supervision as Support
Supervision is an opportunity to explore and provide for the workers‟ emotional needs. It is
assumed that in order for the worker to continue their job they require the opportunity for
emotional support and encouragement. It is also assumed that unless this opportunity is
provided the workers‟ feelings and attitudes may adversely affect the work they might do
with clients. The focus of the supervision should be on the worker and the supervisor should
therefore be able to empathise with their emotional needs. In the current climate, stress
reduction is increasingly needed for all workers but especially for those who work on a daily
basis with clients and their children.
Supervision as Development
Supervision is about learning. It may be about training needs but more often it is about
learning from the many varied experiences within the job. Supervision also affirms what is
good as well as explores and deepens the workers understanding of the practice.
Supervision is also about preventing mistakes and maintaining standards.
Supervision as an aid to communication
Supervision should assist in providing a structure and vehicle for two-way communication
between individual workers and the organisation both from top to bottom and vice versa.
Supervision gives an opportunit y to discuss what is involved in the job and what is not. Poor
clarity and role confusion is strongly linked to higher stress levels.
Key Features To Consider In Supervision
1) Adequate time and space should be set aside to enable uninterrupted meetings.
2) Aspects covered by the job description and agreed work objectives/targets are
3) Manager and member of staff agree their complimentary roles in fulfilling
4) Manager and member of staff identify training and development needs to help a
member of staff to fulfil such target/objectives.
5) Records of supervision meetings (if taken) should be agreed by manager and member
6) Supervision enables both parties to raise issues of professional concern.
7) Supervision meetings are complemented by regular exchanges of professional
Timetable for supervision
May & November
Individual one to one supervision with workers‟ line manager.
January & July
Team supervision at the staff forum with Human Resources Trustee. An opportunity will be
given for individual supervision at the end of each session.
March & September
Department group supervision with outside specialist advisor. An opportunity will be given
for individual supervision at the end of each session.
PURCHASING, INVOICING AND CREDIT CONTROL
PROCEDURES (May 07)
Household needs such as food, cleaning materials, stationery, nursery supplies and
equipment are identified by The Family Haven team. The purchase of such items must be
authorised by the manager in line with the annual budget. Items not covered by the
annual budget are presented to trustees for approval when funds become available.
Essential items concerning statutory requirements for health & safety, fire safety, nursery
regulations, environmental health etc., will be authorised by the manager on behalf of the
Regular suppliers have been identified and approved by the manager, on the basis of
quality, reliability and competitive pricing.
Invoicing and Credit control
Client‟s payments are recorded and signed for on the daily attendance sheet. Payments
made in advance or outstanding are recorded on individual record cards.
Service agreements are invoiced as laid out in the contract (this may be annually, monthly,
weekly or at the end of a short agreement). Copies of outstanding invoices are held and
records of invoice payments recorded.
OUTINGS & LOCAL VISITS PROCEDURE (May 07)
The Family Haven believes that it is beneficial for the clients of T he Family Haven to leave
the confines of the city, to visit places of enjoyment and interest. Whilst the ultimate
responsibility for the safety and well-being of the families remains with the parents, the
haven will endeavour to make the outings as safe and enjoyable as possible.
The destination of each outing will be agreed jointly, by staff and clients, through discussion
at the Client Forum.
A simple risk assessment will be carried out by staff and any areas of perceived risk will be
highlighted to the parents.
Only reputable companies will be used for transport, where the coaches are fitted with
seatbelts, first aid provision and other safety regulations are strictly adhered to.
Unless otherwise stated prior to the outing, food and drink provision is the responsibility of
A mobile telephone will be available in the case of an emergency. In the event of serious
accident/injury the staff member in charge will be responsible, for calling an ambulance
and informing the emergency contact, found on the registration form, on return to The
If a child goes missing, staff will help in the search. The establishment will be informed of the
loss (if applicable). If the child is not found during the initial search it may be necessary for,
if not the parent, the member of staff in charge to contact the police.
If a family fails to return to the pickup point at the designated time, members of staff will
carry out a search. This could go on for as long as one hour , after which time the coach
will depart. The member of staff in charge, will be responsible for informing the emergency
contact on return to The Family Haven.
All parents will be asked to sign a consent form giving permission for their child/children to
go out , with the qualified nursery staff, to local places of interest ( such as the park, the
docks, the library etc.). The names of any children not given this consent will be recorded
in the nursery.
Parents will be asked for verbal permission, prior to any visit and they will be invited to
Adults/child ratios will be strictly adhered to, taking into consideration the use of pushchairs,
First Aid provision, nappy changing supplies and spare clothes will be taken, where
For longer visits food and drinks will be provided.
In the case of an emergency, a lost child or an accident/injury the parent will be informed
immediately by mobile telephone and the procedure will be the same as with outings.
PROCEDURES FOR OLDER CHILDREN (May 07)
Whilst it is The Family Haven‟s policy to provide help and support to families in need who
have pre-school children, we recognise that many of these families may also have older
The Family Haven is registered to provide day care for children under 8. However, our main
priority will remain the pre-school children. Our nursery is fully equipped and our staff fully
qualified to cater for the needs of pre-school children.
During school holidays and In-service days families may bring older children to The Family
Children under 8 may join in with nursery activities if they are happy to do so. If these
children become bored or disruptive they will be required to be supervised upstairs by their
Creche/Respite will only be provided for school age children in exceptional circumstances
at the discretion of the Manager.
ADMINISTRATION PROCEDURES (May 07)
Admit clients via security system and record on entry/exit form. (Name, number of children,
time in and out).
Make sure clients are registered on the daily activity register. Recording clients‟ name,
names of children, crèche, washing and lunches required. Also any payments made,
making sure payments are signed for by the client.
After lunch, the money is collected; the daily activity register is completed, added up and
balanced. Any debts or advanced payments are to be recorded on the client file cards.
All crèche and respite sessions are recorded on the crèche sheet under the appropriate
Adult and children‟s‟ names are recorded in the attendance book, daily. Recording how
many visits are made per week. Times of entry and departure are transferred from the
entry/exit form to the back of the attendance book.
The analysis book is completed daily, this has information from the attendance book and
the daily activity register. This is balanced weekly.
The daily takings are recorded in the petty cash book and balanced, daily. Income and
expenditure from petty cash is added or deducted from previous total and balanced.
All the days activities such as planning meetings, telephone calls, dealings with clients,
enquiries etc. are recorded in the daybook.
Nursery attendance sheets are filled out at the end of ea ch day. These record how many
children attended in different age groups, of different genders and how many had special
educational needs or needed one to one attention.
The milk claim form is filled each day with the numbers of children receiving milk. This is sent
off once a quarter for reimbursement.
All the day‟s activities such as children‟s behaviour, eating habits, sleep patterns, potty
training progress etc. as well as individual progress monitoring of specific one to one
children, is recorded in the nursery daybook.
The daily activity registers are filed weekly and stored annually.
Old or full client file cards are stored at the back of the file box and discarded periodically.
The crèche sheets are filed monthly and stored annually.
The attendance, analysis, petty cash and daybooks are stored when full.
The nursery attendance sheets are filed monthly and stored annually.
Anti-Bullying Policy (March 07)
The Family Haven recognises the harmful effects on children, young people and adults of
being subjected to bullying. We believe that everyone has the right to feel safe from
bullying and should be valued as individuals. No one should be singled out due to their
race, religion, colour, disability, size, appearance or sexual orientation. Therefore, hurtful
remarks or language that might undermine the confidence of the individual are not
The Family Haven promotes positive behaviour and encourages tolerance, respect,
compassion and co-operation. Mutual support amongst families is encouraged, as is
The Family Haven does not tolerate anti-social behaviour. Physical and verbal violence
towards staff, volunteers, clients, children or other people visiting The Family Haven is not
permitted. Any behaviour that causes discomfort or humiliation to any member of staff,
volunteer, client or child will not be allowed.
It is everyone‟s responsibility to ensure that any bullying is reported. All reports of bullying
will be investigated and dealt with constructively in accordance with The Family Haven‟s
Any person who experiences or witnesses any instance of bullying should report it to the
manager. Incidents of behaviour that can be interpreted as bullying will be quickly
brought to the attention of the individuals concerned. The perpetrator will then be given
the opportunity to reflect on their behaviour and its consequences. It will be explained that
such behaviour is inappropriate, and why, and that it will not be tolerated. They will be
warned that if the bullying continues it may be necessary to stop them attending The
Persistent bullying behaviour should be discussed by senior staff and the appropriateness of
exclusion agreed and recorded in t he incident book.
Aggressive behaviour in the nursery will be dealt with swiftly and fairly, taking into
consideration the age of the child. Appropriate behaviour sanctions will be adhered to.
Confidential links with parents, will be kept, about any problem behaviour and subsequent
sanctions taken (see behaviour sanctions).
If the alleged bully is a member of staff it should be reported to the manager or if the
manager is the alleged perpetrator, it should be reported to the trustees. The matter will be
investigated and if appropriate the Disciplinary Procedure will be brought into action.
ALARM PROCEDURE (May 07)
INITIAL will ring you after one sensor has been set off. Only attend on 2 nd call – INITIAL will
inform police. You have 20 minutes to get to The Haven.
If police are not there when you arrive DO NOT ENTER BUILDING! Ring police on
The Family Haven ensures police enter the building first
If alarm is still on swipe with fob. Check building with police. In event of broken glass or
wood tel. Solaglas 0800 474747 (24 hrs emergency service)
Try to reset alarm in normal fashion
If alarm cannot be reset
Have the hands-free phone ready by alarm box
ring engineer on 08702385100
Tell them we are on the redcare scheme and he will talk you through resetting the
Our master code is 6666
If for any reason this does not work – lock door and ring Angela at reasonable hour on
530881 to let her know alarm is not on.
Ring initial when you come in to work
DATA POLICY AND PROCEDURE (May 07)
1. Introduction and Scope
This document describes the policy and procedures applicable to The Family Haven‟s data
(or information) whether on paper, inside a computer or on a comput er disk or tape etc. It
includes computer operating system and applications software.
2.1 All Data
The Family Haven‟s data must be kept safe from unauthorised access and accidental loss
or damage. The permanent retention of data is required by our insurers (see Annex 2) and
may also be a requirement of The Family Haven‟s donors or of statutory bodies. Difficulties
encountered in implementing this DP&P must be reported to the Manager of The Family
2.2 Personal Data
Personal data (facts or opinion which relate to an identifiable living individual) must be
processed in compliance with the Data Protection Act (DPA) 1998. To process data means
to obtain or record or carry out any operation on it including erasure or dissemination. The
DPA places obligations on those who oversee the processing of personal data while giving
rights to those who are the subject of that data – see Annex 1.
3.1 Personal Data
The DPA requires that personal data is
1. fairly and lawfully processed - see Annex 1 sec. 3
2. processed for limited purposes
3. adequate, relevant and not excessive
4. accurate and up to date
5. not kept longer than necessary
6. processed in accordance with the individual‟s rights
8. not transferred to countries outside the European Economic area.
3.1.1 Client’s (Childrens’ and Parents’ / Guardians’) Personal Data
This must only be kept on paper at 31 Spa Road and must be processed according to 3.1.
Clients should be advised of their rights under the DPA – see Annex 1 sec. 4. Papers must
be kept in a locked drawer or cupboard when the office or building is unoccupied. When
in use papers must be protected from damage, loss and unauthorised viewing.
3.1.2 Non-Clients’ Personal Data.
This may be kept on paper or on a computer or disk etc. and must be processed
according to 3.1. Non clients should be advised of their rights under the DPA - see Annex 1.
Papers must be protected from damage, loss and unauthorised viewing. Data on a
computer or disk etc. must be protected as in 3.3.
3.2 Non-Personal Data
This may be kept on paper, or on a computer or disk etc. Papers must be protected from
damage, loss and unauthorised viewing. Data on a computer or disk etc. must be
protected as in 3.3
3.3 Use of Computers to Process Data
The following procedures apply to The Family Haven‟s office PC. Similar procedures are
recommended when other PCs used to process The Family Haven‟s data. Problems with
the office PC should be reported to the Manager of The Family Haven.
Ideally, users would each have their own account and passwords. For simplicity at The
Family Haven the same account and password may be used for all purposes. Passwords
must be used to start the PC, to refresh the display aft er it has timed out* after 1 minute of
keyboard or mouse inactivity and to access the Internet. Passwords must not be written
down. Passwords must not be or contain a common word or name. They should be at least
seven characters long and contain a mixture of letters, numerals and symbols (!”£etc.).
Passwords must be significantly different from previously used passwords and be changed
at least annually.
* this is to reduce the possibility of unauthorised viewing of on-screen data or use of the PC.
3.3.2 Windows Security Centre (WSC)
The status of this must be checked at least weekly by clicking on the WSC (shield) icon on
the PC desktop;
“Security essentials” must show “Firewall ON”,
“Automatic Updates ON”, and
“Virus Protection “ON” (this refers to AVG ant i-virus below).
“Manage security settings for: Internet options” must show
“Security Internet Medium” or higher,
“Security Trusted Sites Medium” or higher and
“Privacy Medium” or higher
N.B. If any WSC item is not as above there may be a problem and t he Manager of The
Family Haven must be informed immediately.
3.3.3 AVG Anti Virus.
The program needs to update its anti-virus data and run anti-virus checks at least once in
The status of AVG must be checked at least weekly by clicking on the AVG icon on the
The Control Centre must show
“AVG resident shield is loaded”
“E-mail scanner is fully functional”
“Internet virus database is up to date”
“Scheduler: next scheduled task” displays an imminent date depending on the
setting of Scheduler (see below) and when the PC was last used.
“Shell extension; AVG Free edition is active”
“Update Manager: Last Update on” shows a recent date dependant on the setting
of Scheduler and when the PC was last used
“Virus Vault” shows infected files that have been locked safely away.
The Scheduler must show
Set scheduled download time to displays a convenient time in day when PC will be
a tick against “periodically check for Internet updates”
a tick against “if Internet connection not available check when it (the PC) goes on
N.B. If any AVG item is not as above there may be a problem and the Manager of The
Family Haven must be informed immediately.
Unsolicited E-mails or E-mails received from unknown sources should be treated as suspect
and deleted without opening any attachment.
3.3.5 Data Backup
At intervals of no more than one month The Family Haven data stored on computers must
be copied or backed-up to a disk or tape that is then removed from the computer and
stored, preferably in a different building to the computer. Confirmation that, in the event of
the loss or damage of the original data on the computer, copied or backed-up data can
be restored successfully must be obtained periodically.
The original copies of Windows operat ing system and applications software used on the
office computer must be stored at 31 Spa Rd.
Whenever possible, applications such as Word should be set up so that they save data
every few minutes and automatically make backup files (e.g. filename.wbk).
The Data Protection Act
1. Introduction The DPA places obligations on those who oversee the processing of
personal data (“data controllers” – the Manager and Trustees of The Family Haven) while
giving rights to those who are the subject of that data (“data subjects”). Anyone who
processes data on behalf of a data controller is a “data processor”.
2. Notification Data controllers must notify the Data Commissioner‟s Office that they
are doing so, unless their processing is exempt. As a charity The Family Haven is exempt
from notification provided that processing is restricted to the purposes and terms in the
table below. If the scope of this is found to be too limited the Manager of The Family
Haven must be informed so that notification may be considered.
Purposes Data subjects Data Disclosures Retention
1. Establishing or maintaining
membership or support for The are restricted is other than The
Family Haven, providing or to any person restricted those personal
administering activities for the processing to data made with data is
individuals who are either of whose which is the not kept
members The Family Haven or personal data necessary consent of after the
have regular contact with it. is necessary for the the data relationshi
for the purpose. subjects p
2. Staff administration of The purpose. This this is between
Family Haven. This is processing excludes restricted The Family
for the purposes of personal to those Haven
appointments or removals, data third and the
pay, discipline, processed parties data
superannuation, work by or which are subject
management or other obt ained necessary ends,
personnel matters in relation to from a for the unless
The Family Haven‟s staff. credit purpose. and for so
reference long as it
3. Advertising, marketing and
to do so
public relations of The Family for the
Haven. This is processing for the
purposes of advertising or
marketing The Family Haven‟s
services and promoting public
relations only in connection
with those services.
4. Accounts and client records.
This is processing for the
purposes of keeping accounts
relating to any business or
other activity carried on by The
Family Haven, or deciding
whether to accept any person
as a customer, client or
supplier, or keeping records of
purchases, sales or other
transactions for the purpose of
ensuring that the requisite
payments and deliveries are
made or services provided by
or to The Family Haven in
respect of those transact ions,
or for the purpose of making
financial or management
forecasts to assist The Family
Haven in the conduct of any
such business or activity.
3. Fair Processing At least one of the following six conditions must be met for personal
data to be considered to be fairly processed:
1. the individual has consented to the processing
2. processing is necessary for the performance of a contract with the individual
3. processing is required under a legal obligation (other than one imposed by
the cont ract)
4. processing is necessary to protect the vital interests of the individual
5. processing is necessary to carry out public functions, e.g. administration of
6. processing is necessary in order to pursue the legitimate interests of The Family
Haven or third parties (unless it could unjustifiably prejudice the interests of the
4. Rights under the Act Data subjects have seven rights under the DPA as follows.
1. The right to subject access. This allows people to find out what data is held about them
on computer and within some manual records.
2. The right to prevent processing. Anyone can ask a data controller not to process data
relating to him or her that causes substantial unwarranted damage or distress to them or
3. The right to prevent processing for direct marketing. Anyone can ask a data controller
not to process data relating to him or her for direct marketing purposes.
4. Rights in relation to automated decision-taking. Individuals have a right to object to
decisions made only by automatic means e.g. there is no human involvement.
5. The right to compensation. An individual can claim compensation from a data
controller for damage and distress caused by any breach of the act. Compensation for
distress alone can only be claimed in limited circumstances.
6. The right to rectification, blocking, erasure and destruction. Individuals can apply to the
court to order a data controller to rectify, block or destroy personal details if they are
inaccurate or contain expressions of opinion based on inaccurate data.
7. The right to ask the Commissioner to assess whether the Act has been contravened. If
someone believes their personal data has not been processed in accordance with the
DPA, they can ask the Commissioner to make an assessment. If the Act is found to have
been breached and the matter cannot be settled informally, then an enforcement notice
may be served on the data controller in question.
Permanent Retention of Data for Insurance Purposes
1. Incidents of abuse may only come to light after a long period of time, in some cases
The long term security of relevant evidence is of crucial importance should allegations of
abuse arise. The following documents and related correspondence must be permanently
and securely retained.
a. Employment/engagement application forms, declarations, references and identity
verification for all our personnel.
b. Records of Criminal Bureau Disclosure reference numbers/applicant names and dates
for all relevant personnel. The actual “Disclosure” should be dealt with in accordance
with instructions from the relevant agency/ies concerned but a record that a CRB
Disclosure has been made, evidenced by the reference number, for whom, and the
date, should be retained indefinitely.
c. Records of our Child Protection Policy and of its annual reviews and updates.
d. Records of our Health and Safety and Anti-Bullying Policies.
e. Records of the Annual Report which must itself affirm our maintenance of and
commitment to a Child Protection Policy.
f. Records of formal induction protection training prior to engagement on duties and
supervision during probationary period.
g. Records of protection training delivered to our personnel including formal annual
sessions provided by senior experienced personnel who have themselves received
training from a suitably accredited/qualified source.
h. Accident/Incident registers, records of abuse occurrences including notification to the
i. Referral, assessment, treatment and care plans and related correspondence for those
who are, or have been, in our care.
j. A record of our historical liability insurance.
Smoking Policy (May ’07)
Passive smoking - breathing other people's tobacco smoke - has been medically proven to
cause lung cancer and heart disease in non-smokers, as well as asthma and migraine
attacks & other illnesses and minor conditions. The Trustees have a duty to take responsible
care to protect the health of their employees, clients and anyone visiting The Family Haven.
As from the 1st July 2007 a new law was introduced prohibiting smoking in all enclosed and
substantially enclosed premises in the workplace. This policy applies to all employees,
clients, volunteers, consultants, contractors, members and visitors to The Family Haven.
Overall responsibility for policy implementation and review rests with the Trustees. However,
the manager and all staff are obliged to adhere to, and support the implementation of the
policy. The Manger shall inform all existing employees, volunteers and clients about their
role in the implementation and monitoring of the policy. They will also give all new
personnel a copy of the policy on recruitment/induction.
Appropriate no smoking signs will be clearly displayed at the entrances to and within the
Any client, contractor or visitor not complying with this policy will be asked to leave and
maybe refused re-entry. Disciplinary procedures will be followed if a member of staff or
volunteer does not comply with this policy.
Those who do not comply with the smoke free law
may also be liable to a fixed penalty fine and possible criminal prosecution.
Category of client
Date of arrival
Date of birth
Doctor‟s name/address/tel no
Health visitor‟s name/address/tel no
Social worker‟s name/address/tel no
Emergency contact name/address/tel no
Any special diets
Any current medication
Any healt h problems eg allergies
Any special requirements due to religious beliefs
Infectious diseases/immunisations including tetanus
Any other information
Allocated days of attendance
Other records kept
Clients‟ payments received
Accidents and any medication/first aid treatment given
Sanctions applied for unacceptable behaviour
Fire drills and fire equipment maintenance
Names and addresses of the Executive Committee
Names and addresses of staff and regular helpers
Staff training, qualifications and professional development
Duty for staff and regular helpers
Extra staff hours worked/travel expenses
Staff holidays and sick leave
Current insurance policies
Permission slips for trips and outings
Staff police and health clearance details
Any unusual incidents
Visits from Health Visitors/Social Workers, etc
Consent to use audio/visual promotional material