Good Afternoon All

Firstly, we hope you had a good Xmas and we wish you all a safe and healthy 2025.

As with the carers, we are clamping down with all the management staff. Again, apologies to all those who follow our policies and procedures and understand the needs of the business. But it doesn’t do any harm to set out the playing field for moving forward this year so here goes.

1) Respect is essential so we kindly request that you all treat each other as you would expect to be treated. Please, thank you’s and understanding the chain of management. On the care side, the assistant managers are the first level managers to all the team leaders. The deputy manager is the manager supporting the two assistant managers and the Registered Manager is overall in charge. We will not tolerate rudeness. Please also be very careful about flippant comments. Banter can be harmless and sometimes helps us get through difficult situations, but it can also be offensive and can be interpreted differently to how it was meant. Please always remain professional. Times are changing and we must change with them.

2) We have never had sickness like we have now. We have never had people swapping and changing, popping out for various reasons etc. This must stop. As with the carers, persistent sickness will be looked at and action taken where required. Also, please do not expect to just “nip out”. This must be authorised. If you need time off, it must be booked and agreed in advance. If it’s not agreed, it’s not happening.

3) We have never had a group of team leaders/ office staff / managers who are so reluctant to help. We clearly state to everyone that we need you to step up and help more when the going gets tough. You all agreed it when you started. If you cannot or are not willing to help when required, then you are not in a suitable role. Team leaders do not have the option to state that they are not working with non-drivers etc. We all have to be willing to work with anyone as part of our role.

4) Unpaid leave is not acceptable except in agreed circumstances. You have a holiday entitlement. Full stop. Please ensure that you get authorisation prior to booking any holiday.

5) The team leaders are responsible for ensuring that their area has all the supervisions up to date and that the service user's support plans are completed and reviews undertaken. Failure to do so is a failure to undertake your job role.

6) Alert supports are there for alerts. Their role is to ensure we are not running late, phoning clients if we are, and that we have not missed a call. If they can help any further, they will be please do not expect it from them.

7) We need to know your whereabouts during your shift at all times. This is to help with safety as well as rules and regulations.

8) The role of a team leader is to cover calls where needed and this potentially could be any area. If you cannot or are not willing to do this, then you cannot do the role of a team leader as it is a crucial part of the role. This is in place to ensure we are being fair to everyone. If we need to swap your run for example from Dronfield you Heanor, it will be done and you cannot refuse to go to any area if it is within your working times. To make it clear, you cannot refuse. If we can see an easier way to sort it, we will always listen but we cannot continue to waste time trying to swap and change. Be fair to all please. Don’t sit in the office spending hours trying to cover calls when it’s easier and quicker to go and do them. We have to deliver customer satisfaction.

9) Any training requirements should be forwarded through to HR so we can plan to support and develop you in your job roles.

10) When we have a crisis situation such as Covid, bad weather etc, we do expect everyone to help. Care is 24 hour seven days a week job. We totally understand that everyone has the right to a home life and time away from work but we can always swap days off etc to ensure that you get this time off if we have had to call on everyone to help.

11) Everyone member of the team must be able to drive and have access to a vehicle. If you don’t, you cannot work. We may be able to sort something out but the chances may be slim so please do not think that this is a given. If you cannot work due to not having a car, you will not be paid as this will be failure to attend work.

12) Unless we are in extreme circumstances, you will not be allowed to work from home. This would be a senior managers decision if we need to change things but please do not ask as it’s not likely to be a yes.

13) Talking behind each others backs is totally unacceptable. It stops immediately. It is absolutely awful and we are sure you would not like this. To make this very clear, disciplinary action will be taken if we hear that this unacceptable and horrible practice is happening. You have been warned.

14) Confidentiality is vital. Carers should not be aware of anything happening in the office. Again, breaches of confidentiality are extremely serious and this will be considered as such.

15) If anyone decides to simply walk out during working hours, this may be deemed as desertion of duties. We understand that there could be “heat of the moment” times as the industry is very stressful, but we would ask that you contact HR or the directors immediately so we are aware and can start the resolution process.

Please remember that you are contracted staff and as such, it is very different from zero-hour contracts.

We have always taken a flexible approach towards our management staff, but we feel that this is very one way at the moment, so we need to ensure that we ensure that we are in a situation whereby we work together as a team and help each other.

Once again, thank you to all those who help out and fulfil their job role.

Please remember that you are all valuable but we are only as good as our team work allows so to move forward, we have to have the strength in the team so we can succeed together.

Regards

Sarah Pickles

Director

Office Information