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Is there a policy for harassment from service users or family members? (Anonymous post 🤫)

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Ocean King Staff Senior Community Executive at CharityConnect Posted 8 months ago

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This question is from a member of our community that wishes to remain anonymous:
We've been operating as a community group for a few years, and are hoping to become a registered CIO (application has been sent). We work with older people.
As I'm trying to put policies together, I wondered whether there is a specific policy that we could implement around harassment FROM service users/ their family members to staff members/ other users?
Does anyone else have any demanding next-of-kin that are always in contact with you?
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Serena Snoad

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Founder at Good Community 8 months ago

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Firstly, I wanted to acknowledge that this sounds like a difficult situation. It's not easy when we experience harassment and demanding communication from the people we support (I've been there...).
 
I'm aware of a couple of helpful policies that are publicly available:
Royal Osteoporosis Society has an excellent policy on reasonable communication: https://theros.org.uk/policies/
 
Gov.UK have a policy relating to customer behaviour: https://www.gov.uk/government/publications/charity-commission-unacceptable-customer-behaviour-policy-and-procedure/unacceptable-customer-behaviour-policy-and-procedure         
And I think the NCVO have a policy template relating to Dignity at work.
 
In my experience, it is helpful for a charity or CIO to have policies relating to communication/harassment, and to handling complaints. It's important that those policies work together to provide a clear process for reasonable concerns, and provide expectations around reasonable conduct. This provides protection and assurance for service users, families, and for your people.  

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Ocean King

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Senior Community Executive at CharityConnect 7 months ago

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Serena Snoad   Hi Serena, it's great to have you back in the community! Thanks for your in-depth response—I'll forward this to the anonymous poster.

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P Kaur

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at - 7 months ago

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Serena Snoad   Thank you so much!

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Hirsch Sharma

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CEO at Boardroom Consultants 7 months ago

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Hi
 
You will find the following very useful:
Age UK's Unreasonable, Discriminatory and/or Abusive Behaviour Policy:
 
https://www.ageuk.org.uk/about-us/people/unreasonable-discriminatory-andor-abusive-behaviour-policy/
 
Warm regards
 

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