If you are not satisfied with any of the services offered and you wish to complain, please follow the procedure as set out below.
All complaints should be made in writing and addressed to the Board of Directors (see below) who will acknowledge its receipt in writing, as soon as practicable. Two Directors will then investigate the complaint and then discuss with the Board at their next meeting, sooner if urgent.
A reply will be sent to any complainant informing them of the outcome of the investigation and the action taken within 28 days of receipt of the original letter, with some flexibility considering that the Board meets monthly.
If the complainant remains dissatisfied, they will be advised to refer the problem, if applicable, to the appropriate Statutory Agency.
Please address complaints to;
Board of Directors, Roots Community Enhancement, c/o 3 Clifton Place, Dawlish, Devon EX79AS
Roots Community Enhancement recognises that the right to privacy is essential to ensure that service users, volunteers and staff are able to have trust and confidence in the organisation. Roots Community Enhancement will make every effort to ensure and maintain a working environment where personal rights, choices and dignity are respected.
Roots Community Enhancement is therefore committed to the principle that any service user has the right to expect that any information provided by them be used solely for the purpose for which it was given. Information will not be divulged to any other person or organisation without their consent, other than in those circumstances identified in this policy when this principle cannot be adhered to.
For the purpose of this policy the term ‘service user’ refers to anyone, whether an individual or organisation, that uses any service provided by Roots Community Enhancement either directly or indirectly.
Roots Community Enhancement also recognises its duty of confidentiality to all it’s Directors, Volunteers and Employees.
A MATTER of TRUST
The success of every volunteer/user relationship depends on maintaining confidentiality. If a client feels they cannot trust you with information, they will not be open and honest with you.
Roots Community Enhancement is therefore committed that the storage and sharing of information provided by them is done so under the terms of the Data Protection Act 1998 / GDPR and is used solely for the purpose for which it was given.
We keep records where we have to, because we care about our service and you, and want you to know that we would not share any information about you unless we had to.
We would speak to you first about sharing, but if there was an occasion where you or someone else might come to harm or the safety of a child or vulnerable adult is affected because we didn’t share some information, then we would be obliged to do so. (see Safeguarding Policy or in cases as outlined above these principles will be followed:
* in the course of discussion, if we feel that information is likely to be revealed that could make continued confidentiality impossible, we will immediately inform you of the implications of continuing to reveal such information.
* where information is to be revealed to any individual or organisation
The exact nature of such information and to whom it is to be revealed must be discussed with you.
We sometimes share information about the work of the Roots Community Enhancement for funding application purposes for example, in which case we remove all names and addresses from the information.
Everyone who works with or for Roots Community Enhancement and any associated services, understands the need for confidentiality and are bound by agreement to keep to our guidelines.
This principle of confidentiality also extends to all relevant information regarding the internal affairs of the organisation; especially any information relating to or involving any aspect of the business. This duty of confidentiality applies to Directors, Volunteers and Employees.
The Principles of Information Sharing that we follow are;
Information must not be collected or used unless there is a specific and valid reason for doing so, with clear consent.
Personal information collected for one reason must not be used for any another unrelated purpose.
Personal information must not be shared with third parties unless you have asked the person that it may be, and if you are certain it is appropriate/necessary to do so. ( See Safeguarding Policy) If it is shared with a third party it must be recorded on file. If in doubt, check first!
All written information in the form of reports, publicity, statistics or feedback must protect the anonymity of individuals.
Roots Community Enhancement will comply with all requirements of the Data Protection Act /GDPR and will have a designated Data Controller.
The Directors of Roots Community Enhancement or nominee will ensure that all employees and volunteers receive appropriate training in relation to the operation of this policy.
The relationship between the organisation and its volunteer workers is entirely voluntary and does not imply any contract. However, it is important that the organisation is able to maintain its agreed standards of service to the clients who use it, and it is also important that volunteers should enjoy making their contribution to this service. If your role as a volunteer does not meet with the organisation’s standards, here is how it will be dealt with:
1. Initially, a meeting with your Supervising Director to explain concerns.
2. If this does not resolve the concerns a meeting with two Directors for further explore concerns.
3. If your work still does not meet with our standards then we shall have to
end the Volunteer Agreement.
At all times you will be able to freely state your case and can have a friend to accompany you.
If you are dissatisfied with any aspect of your work you should:
1. Initially explain your dissatisfaction at a meeting with Supervising Director
2. If that does not resolve the issue then a formal meeting with two Directors will be arranged
3. If, after this, your dissatisfaction remains unresolved, and we are unable to resolve your grievance, then it would be inappropriate for you to continue your volunteering role.
At all times you will be freely able to state your case.
Any person connected with Roots Community Enhancement including our service users, can make a complaint about:
The complaint may be about the conduct of the above, or the conduct of the organisation, please see the Complaints Policy for guidance.
Equality and Diversity policy
1. Statement of intent
Roots Community Enhancement recognises that many people in our society experience discrimination or lack of opportunity for reasons which are not fair. These include: race, religion, creed, colour, national and ethnic origin, political beliefs, gender, sexual orientation, age, disability (including mental illness), HIV status, marital status, responsibility for dependants, appearance, geographical area, social class, income level or criminal record.
Roots Community Enhancement will challenge discrimination and lack of opportunity in its own policy and practice and will help other organisations and individuals to do the same.
Roots Community Enhancement aims to create a culture that respects and values each others’ differences. Roots Community Enhancement sees these differences as an asset to our work as they improve our ability to meet the needs of the organisations and people we serve.
All volunteers, employees and board members must declare their support for the objectives of this Equality and Diversity policy. Failure to do so may result in disciplinary action.
2. What is discrimination?
Roots Community Enhancement believes that discrimination can take one or more of the forms set out below.
Direct discrimination is treating one person less favourably than another in the same or similar circumstances or segregating them from others solely because they are, for example, a lesbian, a gay man or because they have a disability or illness. Refusing to employ someone who has the required skills because they are deaf or because they are pregnant would constitute such discrimination.
Indirect discrimination occurs where there is a requirement or condition which applies equally to everyone but which, in practice, has an adverse impact on a particular group and cannot be justified.
For example an unnecessary physical or age requirement can discriminate against women or disabled people. The setting of language tests, where language skills or fluency are not really needed for a job, is another example.
Abuse and/or harassment – Discrimination also covers actions which amount to abuse and/or harassment of people or groups of people because for example they are a member of a national, racial or ethnic minority group, a woman, a lesbian, a gay man or have a disability or illness.
Victimisation occurs when a person is treated less favourably or is discriminated against because she/he has pursued or intends to pursue their rights in respect of alleged discrimination.
Institutional racism (Macpherson Report, 1999)
The collective failure of an organisation, to provide an appropriate and professional service to people, because of their colour, culture or ethnic origin. It can be seen in the processes or attitudes and behaviour, which amount to discrimination, to unwitting prejudice, ignorance, thoughtlessness and racist stereotyping which disadvantages minority ethnic people.
Racist incident (Macpherson Report, 1999)
Any incident which is perceived to be racist by the victim or any other person. If the victim doesn’t want to complain, another person may do so.
Discrimination in any of the forms stated above is unacceptable, regardless of whether there was any intention to discriminate or not.
3. Service provision
All Roots Community Enhancement’s services are covered by this policy.
Roots Community Enhancement will promote equality and diversity in its work with other agencies or individuals.
Roots Community Enhancement services will be reviewed regularly and changed where needed.
4. Recruitment and selection
No person or group will be treated less favourably in employment because of the reasons given in the Statement of intent.
Staff appointments will be monitored to ensure no discrimination is occurring at the point of selection.
Roots Community Enhancement will make every effort to ensure that premises used in relation to its work are accessible and inviting for all members of the community.
Roots Community Enhancement reserves the right not to purchase goods and services from agencies whose activities are contrary to the principles outlined in this policy.
Promotion of policy
Copies of this policy will be freely available to staff, volunteers, directors and any other interested parties.
Roots Community Enhancement recognises that not everyone has access to personal transport or is able to use it and will plan its services and activities with this in mind.
6. Implementation and monitoring
Monitoring of the Equality and diversity policy and its implementation is ultimately the responsibility of the Board which will review the policy annually.
7. The Board
All Board members will affirm their commitment to the Equality and diversity policy.
The Board should aim to reflect a fair balance and representation of the local community and should endeavour to redress any imbalance of under-
8. Roots Community Enhancement -
Other Roots Community Enhancement policies support our commitment to equality and diversity.
Review of this Policy
This policy will be reviewed by the Board of Directors every 12 months at least, in order to reflect any change in national policy or service provision.
HEALTH AND SAFETY POLICY
The welfare of all those connected with or affected by the activities of Roots Community Enhancement are very important to us. This Health and Safety Policy has been produced, not only to comply with the legal obligations imposed upon us, but equally importantly to address the moral responsibility we have in this respect. However, a policy can only be effective if everyone is familiar with the contents – understands what is required of them, individually and collectively – and observes the essential guidelines laid down. They are there for our universal benefit and protection and, used properly, they should provide a framework in which we can all operate safely and securely.
Whilst specific responsibility for Health and Safety rests with the Board of Directors, it is expected that everyone who is part of Roots Community Enhancement will accept that they each play an important role in ensuring that the policy is adhered to.
To remain relevant and effective, policies need to develop over time to meet changing circumstances and the Directors welcome the valuable input to this process which could be provided by those engaged in our activities.
THE BASIC DO’S AND DON’TS!
1. CODE OF SAFETY CONDUCT
Your safety is paramount to us. In order to achieve a safe culture within the organisation, volunteers must follow the health and safety rules and guidance of the organisation. In particular you should:
2. FIRST AID AND ACCIDENT REPORTING
All accidents, however minor, must be reported to your Supervising Director who will complete an accident report form (near misses, potential hazards and any damage must also be reported immediately)
All accidents (near misses, potential hazards and damage) will be investigated by your Supervising Director who will take responsibility for ensuring that corrective action is taken where appropriate to prevent a recurrence.
The Director responsible for health and safety will notify the appropriate authorities where necessary.
If a serious accident occurs whilst working with a service user, call the emergency services.
3. INFECTIOUS DISEASES
If a volunteer is aware that he/she has an infectious disease, it should be reported in confidence to the Supervising Director. They will consider whether any extra special measures are necessary to ensure the health and safety of the volunteer and any service users supported. The disclosure of an infectious disease will not of itself preclude the volunteer from acting as a volunteer.
If a service user has an infectious disease, this information will only be disclosed to the volunteer if it is felt that the volunteer needs to know, to ensure the health and safety of the volunteer which cannot be reasonably met without disclosure. Any disclosure will be discussed and agreed with the service user.
All volunteers must be familiar with and adopt good hygiene practice to minimise the risk of spreading infection. In order to minimise risk of infection spread, etc. NEVER come into contact with bodily fluids without wearing protective gloves. Always wash hands after visiting the bathroom, preparing food, handling rubbish
4. MOBILE PHONES
When driving volunteers should not use the phone, and mobile phones should, therefore, be switched off whilst driving a car. Use of a mobile phone with a hands-
5. PERSONAL SAFETY
We do all we can to ensure you are never exposed to the risk of violence. However, situations can arise where the volunteer finds himself/herself at risk of violence. Volunteers should always give priority to their own personal safety. Roots Community Enhancement will do all it reasonably can to minimise the risk of violence to volunteers and to support volunteers who are victims of violence.
Volunteers will be fully supported with any personal safety concerns
Your personal safety is paramount
6. LIFTING AND HANDLING LOADS
We do not expect our volunteers to lift or shift heavy objects. If you are asked to lift an item you are not comfortable with please refrain from doing so. If however you do decide to assist, ensure you still adhere to the lifting training advice.
7. TRANSPORTING SERVICE USERS
It is your responsibility to ensure that your motor vehicle is roadworthy and that you are properly insured to transport service users. This activity should be planned and agreed by a Director.
NB: Volunteers need to notify their insurers if they use their car for Roots Community Enhancement business, whether or not they carry a client.
If you are likely to transport a service user in your motor vehicle you must:
You must comply with the law concerning seat belts:
1. VISITING SERVICE USERS
If you become aware that you are pregnant, please advise your Supervising Director of your condition. Such information will be treated in the strictest confidence. They will assess what adjustments, if any need to be made to your volunteering role to ensure that any additional health and safety issues are addressed.
On discovering a fire, you should always follow the fire plan of the building you are in:
Volunteering can be very rewarding. It can also on occasion be stressful. A volunteer may initially not recognise the symptoms of stress. There are a variety of symptoms which may indicate a tendency towards stress which could have an impact on the volunteer’s health. If you are distressed or upset following an activity, do discuss your feelings with your Supervising Director who is there to support and help you.
We expect that our volunteers will not smoke / vape whilst engaging in activities with us, nor should they attend to start an activity smelling of smoke. This is due to the nature of the work we do, the vulnerability of those we work with (e.g. babies). Equally, we do not expect our volunteers to engage in activities with anyone who is smoking / vaping, for the volunteers’ protection.
You will understand that it is for you to take care of your own health and safety, and that we cannot accept liability for any injury, illness or adverse health condition you suffer in consequence of your work for us.
6. USEFUL/EMERGENCY CONTACTS
Rosie Dawson (Director / Mental Health Nurse) 07931225680
Gill Brown (Director) 07754545225
Emergency services 999
Police non urgent 101
Health non emergency 111
Barton Surgery, Dawlish 01626 888877
This Volunteer Agreement describes the arrangement between Roots Community Enhancement and you.
We wish to assure you of our appreciation of your volunteering with us and will do the best we can to make your volunteer experience with us enjoyable and rewarding.
Your role as a volunteer is to provide support and guidance to those engaged in activities with Roots Community Enhancement.
1. Induction and training
2. Supervision, support and flexibility
To refund out-
4. Health and safety
6. Equal opportunities
This agreement is binding in honour only, is not intended to be a legally binding contract between us and may be cancelled at any time at the discretion of either party. Neither of us intend any employment relationship to be created either now or at any time in the future.
The achievement of the goals of this organisation is best served by the active participation of people from the community. To this end, the organisation accepts and encourages the involvement of volunteers at all levels in the organisation and within all appropriate programmes and activities.
Volunteers will be recruited, inducted and trained in the core values of Roots Community Enhancement and in meeting the perceived demand for services. For any unsupervised work volunteers must be over 18 years of age, parental consent must be given for those under the age of 18.
Special case volunteers
Roots Community Enhancement may also accept as volunteers those participating in student community service activities, student intern projects and other volunteer referral programmes. In each of these cases, however, a special agreement must be in effect with the agency, school or programme from which the special case volunteers originate and must identify responsibility for management and care of the volunteers.
Purpose of the volunteer policy
The purpose of the policy is to provide overall guidance and direction to staff and volunteers engaged in volunteer involvement and management efforts. Matters in areas not specifically covered by the policy shall be decided by the Board of Directors.
Definition of ‘volunteer’
A ‘volunteer’ is anyone who without compensation or expectation of compensation beyond reimbursement of expenses incurred (in the course of his or her voluntary duties) performs a task at the direction of and on behalf of the organisation. A ‘volunteer’ must be officially accepted and enrolled by the organisation prior to performance of the task.
Volunteer rights and responsibilities
Volunteers are viewed as a valuable resource to this organisation, its staff, and its clients. Volunteers shall be entitled to the right to be given meaningful assignments, the right to be treated as equal co-
Volunteer Management Procedures
Maintenance of records
A system of records will be maintained on each volunteer, including dates of service, and duties performed. Volunteer personnel records shall be accorded the same confidentiality as staff personnel records.
Representation of the organisation
Prior to any action or statement which might significantly affect or obligate Roots Community Enhancement, volunteers should seek prior consultation and approval from a Director. These actions may include, but are not limited to, public statements to the press, lobbying efforts with other organisations, collaborations or joint initiatives, or any agreements involving contractual or other financial obligations. Volunteers are authorised to act as representatives of the organisation as specifically indicated within their job descriptions and only to the extent of such descriptions.
Volunteers are responsible for maintaining the confidentiality of all propriety or privileged information to which they are exposed while serving as a volunteer, as laid out within the Confidentiality Policy. This includes any use of social media.
Volunteers shall be recruited without regard to gender, disability, age, race or other condition. The sole qualification for recruitment shall be suitability to perform a task on behalf of the organisation. Volunteers may be recruited either through an interest in specific functions or through a general interest in volunteering which will be later matched with a specific function.
Volunteers will be recruited, inducted and trained in the core values of Roots Community Enhancement and in meeting the perceived demand for services.
All applicants will have to complete Volunteer Application Form prior to being invited to attend an interview.
All volunteers will be interviewed to ascertain their suitability for and interest in that position. The interview should determine the motivations of the volunteer, the commitment to fulfil the requirements of the position, and should answer any questions that the volunteer might have about the position. Interviews will be held, ideally by two Directors or by one and an experienced volunteer.
References and Criminal Records Check
If the interview is successful two character references will be taken up. Also, a criminal record check with the Disclosure Barring Service will be made if necessary. Volunteers who refuse permission for conduct of these checks will not be accepted to work with Roots Community Enhancement.
There will be specifically designed induction training prepared and delivered by a Director, which includes:
Volunteers will be offered the opportunity to carry out additional training as deemed appropriate by the Board of Directors.
Lines of communication
Volunteers are entitled to all necessary information pertinent to the performance of their work assignments. Accordingly, volunteers should be included and have access to appropriate information, memo, materials and meetings relevant to the work assignments.
Day to Day Supervision
Each volunteer who is accepted to a position with Roots Community Enhancement must have a clearly identified Supervising Director who is responsible for direct management of that volunteer. This supervisor shall be responsible for day-
At least every three months, or at an interval decided by the Board, the volunteer will have a review with their identified supervisor. The review will be face to face.
Volunteer Support & Recognition
Reimbursement of expenses
Volunteers are eligible for reimbursement of reasonable expenses. Prior Director approval must be sought for any expenditure.
Access to organisation property and materials
As appropriate, volunteers shall have access to property of Roots Community Enhancement and those materials necessary to fulfil their duties, and shall receive training in the operation of any equipment.
Public Liability and Employer Liability insurance is provided for all volunteers engaged in the work of Roots Community Enhancement.
The Board of Directors of Roots Community Enhancement shall endeavour to recognise the service of volunteers on a regular basis through both informal and formal group meetings.