Policies

POLICY:  CONFIDENTIALITY

Statement
Those who pass information to staff and volunteer workers of Tageero should feel confident that their confidentiality will be respected at all times.

Policy
No information will be disclosed to the police, members of the medical, nursing or social work professions, to relatives or friends without clear permission being given by the person concerned.

• Only in extreme circumstances in which the person concerned or those around them are believed to be at grave risk might confidentiality be broken, and even then no step will be taken without that persons knowledge.
• It should however be understood that confidentiality in the context of this policy may mean within the staff team if it is in the best interests of the individual to discuss matters, or, very rarely, in the best interest of this Local Association.

NB: All parties are advised that they are not necessarily covered by the “Legal Right of Privilege” and therefore may, for example, be asked to disclose information if called upon to do so by a Court of Law.

Record Keeping
Tageero does not store large amounts of information on the majority of members, or people who use our services. Any information on any individual is kept in a locked office.  All information held about someone will be available to that person (in compliance with the Data Protection Act 2000) and when disclosing any written information about an individual, permission, preferably written, should be sought and obtained wherever possible.  (Tageero is registered with the Data Protection Office and the Director is the named contact).

Approved at the meeting of the Executive Committee September 2007.

POLICY:  EQUAL OPPORTUNITIES, EQUALITY AND DIVERSITY

Statement of Intent

Tageero recognises that in our society groups and individuals are unfairly discriminated against and this can affect their mental and emotional well being.  We believe that no person should suffer direct or indirect discrimination or disadvantage on the basis of:

Race and Equality Statement

Tageero recognises that the UK is a multi racial society.  A significant proportion of the population of Hillingdon is from ethnic minority groups.  Tageero will ensure that all services will be provided equally to all clients regardless of their race, religion and ethnic origin. We aim to ensure that these services are culturally sensitive.

Aims
Tageero aims to ensure that Service Users will not suffer disadvantage by reason of their race or colour. Racist language and behaviour is unacceptable and will be dealt with seriously.Tageero will apply this to Volunteers, Committee Members, Employees and Service Users.Tageero aims to undertake a continuing review of its policy, and will in particular become more aware of racism and the problems it causes.

Disability Statement

Hillingdon Mind believes that no person should suffer disadvantage by reason of a disability or a disabling illness.  We declare our intention to work with users for the elimination of disadvantage for the above reasons.

Aims
Tageero aims to ensure an awareness of disability and disabling illness and the problems it causes, as well as how if affects us and its implications for our work.  Tageero will ensure that employees, volunteers, committee members and users are not discriminated against by reason of the above.

Sexual Harassment Statement

Tageero  believes that no person should suffer disadvantage or discrimination through sexual harassment.Sexual Harassment is defined as repeated unreciprocated and unwelcome comments, looks, actions and suggestions, or physical contact that is found objectionable or offensive. This may create an intimidating working environment or affect volunteers, committee members and Users of Tageero services in a detrimental way.

Aims
Tageero will ensure that the issue of sexual harassment will be acknowledged and dealt with effectively.

Sexual Orientation Statement

Tageero believes that no person should suffer disadvantage because of their sexual orientation. We declare our intent to work with others for the elimination of discrimination against an individual’s sexual orientation, directly or indirectly, and actively challenge prejudice. This statement applies to employees, volunteers, committee members and users of Tageero services.

Aims
Tageero plans to work to ensure that the services provided are relevant and accessible to all users regardless of their sexual orientation. We are committed to ensuring that we provide a service which is sensitive to the needs of lesbians, gay men and bisexuals. We will actively challenge prejudice.

Implementation

Tageero will seek to implement its statements of target in the following ways:

• All staff will be offered and participate in anti discriminatory training as well as training for self awareness and development.
• All staff will adhere to an employment contract which shall stipulate that discrimination, abuse or harassment on any of the grounds outlined in the Equal Opportunities policy are disciplinary offences.
• All staff will ensure that volunteers and members are aware of the policy and that they understand the implications of discriminatory behaviour.

Tageero  Executive Committee along with the Managing Director will act as the monitoring body to ensure the implementation and effectiveness of the Equal Opportunities Policy.Complainants should follow the complaints procedure or disciplinary policy.

This Policy was approved at the meeting of the Board of Trustees  March 2009.

POLICY:  VOLUNTEER AND SERVICE USERS COMPLAINTS PROCEDURE

Purpose of the Procedure
This complaints procedure had been designed to enable a volunteer or service user to make a complaint.  It is intended to be fair to all those involved.  You will be listened to and your complaint will be taken seriously.  A written summary of the complaint and a record of any decisions will be made at each stage of the procedure and given to you.  A copy will be kept securely and confidentially at the office of Tageero for two years when it will be destroyed.

The Procedure in Three Steps:

• Make a complaint
• Investigation and response to the complaint
• Appeal against the response

1    Make a Complaint
Your complaint should be made to the appropriate member of staff e.g. for a Mental Health complaint make your complaint to the Community Development Worker.
If your complaint is against a:

• member of staff then go to the Director.
• a trustee then go to the Director
• the Managing Director go to the Chair of Trustees

Your complaint may be made by speaking to the person you have decided to make your complaint to or, better still, put it in writing.

If you want help to make your complaint an independent advocate is available on Thursday mornings at Aston house, otherwise ask a friend.

A summary of your complaint will be made and given to you and a copy will be passed to the Director and the Trustee who will investigate your complaint.

2    Investigation and response to your complaint
Your complaint will be investigated by the Director and a Trustee who is not an officer.  They may ask questions of other people to discover more about the complaint.  They will hold a meeting with you at an agreed date, time and place within two weeks of the complaint being received.  You may be accompanied by a friend.  They may ask additional but relevant people to attend.  At, or after the hearing, the Director and the Trustee will make their response to your complaint.  They may need time to think over what they have heard or discovered.  Their written response is to be given within three working days of the meeting.  They will say whether or not they uphold your complaint and what action, if any, is to be taken by way of remedy.

3    Appeal Against the Response
If you are dissatisfied or disagree with the written response to your complaint you may appeal against it but you must do so within two weeks of the date of the response being given.  Your appeal must be in writing to the Chair of Trustees.
The appeal will be heard by the officers of the Board of Trustees of Tageero and  Managing Director.  If the complaint concerns a matter relating to an external agency then a representative from that agency will be invited. 
This complaints procedure is to be easily available to all volunteers, members of Tageero and users of its services.  Any member of Tageero or user of services must be given a copy on request to a member of staff.

This Policy was approved by the Board of Trustees January 2002009