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POLICIES AND PROCEDURES

CODE OF CONDUCT

The Seiriol Good Turn Scheme aims to provide certain services for people in need in the Seiriol area and we aim to provide this service to a high quality. This service is run and provided by volunteers who give up their own time to undertake “good turns” to help individuals in our communities. In order to reassure clients a Disclosure and Barring Service (DBS) check is undertaken on all volunteers and vehicle documentation (MOT, insurance and driving licence) checks done on all volunteers taking passengers in their own car. Clients are reminded that only the journeys agreed at the time of booking can be undertaken

Volunteers and Clients agree to

• be honest, polite, and considerate

• be non-judgemental and treat each other with respect and dignity

• not discriminate against anyone by reason of their colour, race, ethnic or national origin, religion, gender, sexual orientation, age or disability

• avoid inappropriate language or comments

• not smoke, vape or be under the influence of illegal drugs or alcohol during the errand being undertaken

• be punctual and undertake the errand as agreed at the time of booking

• be presentable and appropriately dressed

Volunteers also follow our guidelines on issues such as confidentiality and safeguarding in order to protect our clients and themselves. We are committed to providing as good a service as we can. The Scheme is keen to learn from all the feedback and comments it receives. All service users and volunteers are encouraged to express any concerns or ideas as to how we can improve the service. If you have any feedback, concerns or thoughts please contact us either by ringing one of our call-handlers or by writing to us. The Scheme reserves the right to cancel a client’s registration if the Code of Conduct isn’t adhered to. In the unlikely event of such a step being required, the affected client can appeal against the decision by following our Concerns Procedure. The Concerns Procedure and other relevant documents are available on request

SAFEGUARDING

We aim to protect all our clients, volunteers, and anyone else who comes into contact with our organisation from harm or maltreatment or exploitation, prevent the impairment of health or development, ensure the provision of safe and effective care, support and guidance, promote people’s life chances, opportunities and growth and ensure children and adults participate fully and to the best of their ability.

 

In addition, in our work with children / young people / adults who may be at risk due to age, illness or disability, we will endeavour at all times to provide services and activities in which it is safe for children, young people or adults at risk to participate.

 

We will work in partnership with other local / national agencies to put in place appropriate procedures for reporting, making referrals, accessing training and specialist support as and when required.

 

Our Designated Safeguarding Officer is Steve MacVicar and our Deputy Safeguarding Officer is Di Bell. They will be available to all volunteers, trustees, members, and clients to speak to when they have any concerns, issues or complaints regarding the safety, wellbeing or conduct of clients, volunteers and anyone else involved with the SGTS.

 

The safeguarding officer and deputy will have access to appropriate training to support them in these roles.

 

They will liaise with appropriate local and national agencies, contribute to appropriate policies, maintain records and keep confidentiality, adhere to and promote this policy within the organisation, and support or provide access to support for individuals suffering harm or abuse.

RECRUITMENT OF VOLUNTEERS

We will seek to recruit all volunteers using appropriate procedures, safeguards and checks. We will determine which roles are within regulated activity and so subject to a barring list check, which roles are eligible for enhanced DBS checks only, and take up references for all posts and volunteer roles. Volunteers who work directly with children and adults at risk will be subject to enhanced DBS checks.

 

We will provide an induction programme for all new volunteers, which will include reference to this safeguarding policy, appropriate training to enable volunteers to undertake their roles safely and confidently, and ongoing training as benefits the personal and professional development of individuals and of our organisation.

 

We will review our recruitment procedures in response to changes in legislation and systems external to our organisation e.g. the Disclosure and Barring Service.

AWARNESS OF HARM AND ABUSE IN OUR ORGANISATION

We will be aware of the following potential areas of risk:

 

• sexual harassment,

abuse and exploitation

• criminal exploitation

• cyber abuse

• modern day slavery

• negligent treatment

• self-neglect

• physical or emotional abuse

• bullying or harassment

• health and safety

• commercial exploitation

• extremism and radicalisation

• forced marriage

• human trafficking

• female genital mutilation

• discrimination on any of the grounds in the Equality Act 2010

• people may target our organisation

• our culture may allow poor behaviour and poor accountability

• people may abuse a position of trust they hold within our organisation

• data breaches, including those under General Data Protection Regulations (GDPR)Harm is caused by accidents, deliberate abuse (physical, sexual, emotional, financial), neglect (deliberate or not) or factors such as bullying, prejudicial attitudes or a failure to enable a person to participate in activities that are open to most of their peers

All incidents of harm to anyone involved in our service will require an appropriate response to safeguard the individual(s), to reduce risks and improve our service.

 

Deliberate acts of harm (sexual, physical, emotional, financial), exploitation and neglect are abuses against the person and will incur disciplinary proceedings and require reports and referrals to social services, the police, other professional bodies and the Disclosure and Barring Service (DBS) where appropriate.

 

To encourage everyone involved in our organisation to understand that safeguarding is everybody’s business, we will have safeguarding as a standing agenda item at Trustees, CIO Forum, and Steering Group meetings and make minutes of these meetings available to all, provide opportunities for discussions about issues and concerns, policy and procedures to reflect, review and to continue to learn and improve in our safeguarding responsibilities.

Actions to be undertaken if there is risk or concern of significant harm

Where there is risk or concern of harm or there is reasonable cause to suspect abuse to our clients, volunteers, trustees, members or others, the Safeguarding Officer and Deputy are empowered to act accordingly: 

• to log all conversations regarding the issue  • to act quickly, ensuring they stop or minimise any further harm or damage • to sign and request signatures on reports and statements • to seek advice from expert sources • to share concerns (with consent where required and appropriate) internally with trustees • to share concerns and make referrals to external agencies such as Social Services, the Police or NSPCC as appropriate to the circumstances (with special reference to the All Wales Child Protection Procedures) • to make a referral to the Disclosure and Barring Service regarding volunteers or members in regulated activity whose conduct is harmful to service users and when they are removed from regulated activity • to submit a Serious Incident Report to the Charity Commission when appropriate

CONFIDENTIALITY

All reports and logs (including personnel records) will be kept securely and confidentially in accord with our Data Protection Policy and Confidentiality statement, until or unless it is necessary to share this material with the agencies named above. Information will be shared on a “need-to-know” basis only – internally and externally.

COMMUNICATION AND RAISING CONCERNS

We will communicate this policy to all trustees, volunteers, members, clients and their families / carers, and relevant other people, using appropriate methods, formats and language so that our message is understood by all.

 

We support and encourage all clients, volunteers, trustees, members and anyone connected with Seiriol Alliance to speak up where they have a(n)

 

concern - a worry, issue or doubt about practice or treatment of a client or volunteer, or their circumstances,

 

disclosure - information about a person at risk of or suffering from significant harm

 

allegation - the possibility that a volunteer could cause harm to a person in their care or vice versa and to report to our named Safeguarding Officer or Deputy

WHISTLEBLOWING (DISCLOSURE IN THE PUBLIC INTEREST)

We encourage trustees, volunteers, and members to report things that aren’t right, are illegal or if anyone at within the Seiriol Alliance organisation is neglecting their duties, putting someone’s health and safety in danger or covering up wrongdoing.

 

In the first instance the trustee/volunteer/member should speak with the Safeguarding Officer, their Deputy or another trustee.

 

Though we would prefer trustees/volunteers/members to use internal processes whenever possible to make a report as above, this does not prevent them from making a report or referral to e.g. Social Services, in their own right as a private individual.

DOMESTIC VIOLENCE

Where trustees, clients, volunteers, or members report an incident of domestic violence this must be treated as a disclosure of abuse and should be passed on to a Safeguarding Officer with immediate effect.

 

Where volunteers/members witness an act of domestic violence, they should contact the police immediately

USE OF IMAGES

The Seiriol Alliance recognises that protecting and upholding the rights of everyone is of paramount importance and this includes on the internet and other promotional materials. The Seiriol Alliance endeavours to present everyone in a positive, empowering and dignified manner. Furthermore, images will only be used where individuals or their guardians have given their informed consent.

 

The following principles will be adhered to:

• Images will not be taken without consent from the subject and/or their parent/guardian.

• The Seiriol Alliance will explain to the subject and their parent/guardian how and where the images will be used and will adhere to this.

• Images used on the Seiriol Alliance website and social media pages will not be used on personal social media pages. External media, television crews and journalists are usually responsible for obtaining their own informed consent from clients.

DISCLOSURE OF INFORMATION

There is a difference between confidentiality and secrecy. All personal and delicate information disclosed to the Seiriol Alliance is confidential, but may not always be secret. Personal and delicate information about clients, volunteers, and members will be:

 

Confidential to the Seiriol Alliance and can be shared on a ‘need to know basis’ and can be shared with another agency when:

- Permission is given by the person about whom the information is held or

- There is an overriding justification to share information without the person’s consent or - The law requires it.

Steve Signature.png

PRIVACY

The Seiriol Alliance is responsible for running the Seiriol Good Turn Scheme. We are committed to protecting and respecting your privacy.

 

This policy sets out the basis on which any personal data we collect from you or that you provide to us will be processed by us. You have a right to know about the way information about you is used by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will protect it.

 

The Seiriol Alliance is the Data Controller of your personal information. This means that we protect your information and decide on how it is used.

WHAT TYPE OF INFORMATION WE HAVE

We currently collect and process the following information:

 

- Personal identifiers, contacts and characteristics (for example, name and contact details) -

The content of your communications with us

- The content of communications from other parties

- The actions that you take while using services provided by us

WHAT DO WE DO WITH THE INFORMATION WE HOLD

We use the information that you have given us in order to: 


- Enable us to communicate with you, to register you to use the Seiriol Good Turn Scheme, to help us to identify which of our services might be of interest to you and in order to respond to your communications. We have a legal right to do this and this is termed the legal basis of processing. 


- Use anonymised information and usage statistics concerning your use of the services and journeys that you make to inform our future development of the Seiriol Good Turn Scheme. 


- Use anonymised information to publish internal Seiriol Alliance documents, presentations, reports, etc. 


We will share information with: 
- The Seiriol Good Turn Scheme volunteers to allow them to deliver services to you. 
- Any associate, supplier, contractor or sub-contractor of the Seiriol Good Turn Scheme, where it is necessary for them to perform their duties. 
- Health care and social care professionals where it is necessary for them to perform their duties. 

- Emergency services where it is necessary for them to perform their duties.


We have confidentiality agreements in place with all such organisations or individuals. Wherever possible, this data will be anonymised. Our volunteers, associates, suppliers, contractors and sub-contractors are bound by our Confidentiality Policy and are prohibited from using or disclosing personal information outside of the scope of this policy. 


Beyond this, we will not normally share without your consent your personal data with any other organisation unless we are required to do so by law, or if you have made a request for specific information. 


We may also wish to use some of the information such as comments or testimonials that you have provided in promotional materials or on our website. Unless we have explicitly obtained your consent, we will not disclose any of your personal contact details in doing so.

 
Where we wish to use your personal data for marketing purposes, we will separately seek your consent to do so. With-holding of your marketing consent will not affect your ability to 
use our services. 

We will not use your information for automated decision-making or profiling. Profiling means any form of automated processing of your personal data to evaluate, analyse, or predict things about you. This could, for example, include your economic situation, health, personal preferences, interests, or behaviour.

 
We do not sell personal data to any other organisation. 

PROCCESING PERSONAL DATA UNDER THE GENERAL DATA PROTECTION REGUALATIONS (GDPR)

If you are from the UK, the legal basis for collecting and using the personal information described in this Privacy Policy depends on the personal data we collect and the specific context in which we collect it. The Seiriol Alliance may process your personal data because:

- We need to perform a contract with you

- You have given us permission to do so

- The processing is in our legitimate interests and it's not overridden by your rights

- For payment processing purposes

- To comply with the law

HOW TO CANCEL YOUR REGISTRATION WITH SEIRIOL GOOD TURN SCHEME

Our policy is to allow users to cancel their registration with the Seiriol Good Turn Scheme at any time. To do this you can contact the Seiriol Good Turn Scheme by telephone, letter, or email and ask for your registration to be cancelled forthwith. All your personal details will be removed from our active databases immediately on your request to cancel your registration.

 

We will, however, retain and use your personal data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

CHANGES TO OUR PRIVACY POLICY

Any changes we may make to our privacy policy in the future will be posted on the Seiriol Alliance website. A paper copy of this privacy policy is available on request.

CONTACT DETAILS AND HOW TO COMPLAIN

Any questions, comments, concerns, complaints and requests regarding this privacy policy and how we have used your data should be addressed by email to ctdseiriolgts@gmail.com or by post to: Seiriol Alliance Canolfan Beaumaris Rating Row Beaumaris Anglesey LL58 8AL

You can also complain to the Information Commissioner’s Office (ICO). However, the ICO is likely to expect that you have brought your concerns or complaints to our attention before contacting them. The ICO’s address: Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF

HOW TO DO WE GET THAT INFORMATION AND WHY DO WE HAVE IT

Most of the personal information we process is provided to us directly by you for one of the following reasons:

 

- You contact us by telephone, letter, email or via social media

- You interact with our on-line services such as registration, on-line discussions, focus groups, mini polls or surveys

- You become a prospective or actual user of the Seiriol Good Turn Scheme

- You use our online services

 

We also receive personal information indirectly, from the following sources in the following scenarios:

 

- When we are contacted by a member of your family or a friend about you

- When we receive a referral concerning you from a professional working for one of the health or social care organisations

 

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

 

- Your consent. You are able to remove your consent at any time. You can do this by contacting us. Please see contact details below.

- We have a contractual obligation.

- We have a legal obligation.

- We have a vital interest.

- We need it to perform a public task.

- We have a legitimate interest.

 

We collect, store and process information about you because we have a legitimate interest in doing so to enable us to deliver services to you.

HOW WE STORE YOUR INFORMATION

The information that we collect from you will be stored within the UK and EU. It is stored on the Seiriol Good Turn Scheme databases supplied by 3rd party organisations. As mentioned in the section above, we have confidentiality agreements in place with our software suppliers and they have their own established privacy codes.

 

We also keep paper records which include

- Personal identifiers, contacts and characteristics (for example, name and contact details)

- The content of your communications with us

- The content of communications from other parties

- The actions that you take while using services provided by us

 

The personal data you supply will be kept securely for as long as is required or necessary, and will be destroyed securely.

 

We will also retain and use your personal data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

 

The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security. Any transmission from you to us is at your own risk. Once we have received your information, we will use procedures and security features to try to prevent unauthorised access.

 

By submitting your personal information, you agree to our storing, transferring or processing your information in accordance with this policy. We will take reasonable precautions to protect your information in accordance with the General Data Protection Regulation (GDPR), other relevant legislation, regulations and this privacy policy. However, other than where required by law, we cannot be responsible for and exclude all liability for loss of personal data or its misuse by unauthorised persons.

YOUR DATA PROTECTION RIGHTS

If you are a resident of the UK, you have certain data protection rights. The Seiriol Alliance aims to take reasonable steps to allow you to correct, amend, delete, or limit the use of your personal data.

 

Under data protection law, you have rights including:

 

Your right of access - You have the right to ask us for copies of your personal information.

Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing - You have the the right to object to the processing of your personal data in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

The right to withdraw consent - You have the right to withdraw your consent at any time where we rely on your consent to process your personal information.

 

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

 

Please contact us (see contact details below) if you wish to make a request. Please note that we may ask you to verify your identity before responding to such requests.

CONFIDENTIALITY

Everybody deserves to have their privacy and personal details respected. This is our right and it’s important that all environments and institutions act accordingly. It’s important that we understand our duty of confidentiality. We must abide by this duty and ensure that we respect service users’ legal right to privacy. In some rare cases, it may be necessary to override this duty of confidentiality, particularly if people are at risk of harm.

 

Volunteers are expected:

• to be honest

• to respect individuals and their rights and responsibilities

• to have a non-judgemental approach

 

All associates, suppliers, contractors and sub-contractors working with the Seiriol Good Turn Scheme are bound by this policy.

WHAT IS CONFIDENTIALITY

The principle of confidentiality is about privacy and respecting someone’s wishes. It means that you shouldn’t share personal details about someone with others, unless that person has said you can or it’s absolutely necessary.

 

In our context, confidentiality means that the call handler/volunteer, should keep a confidence between themselves and the service user as part of good practice. This means that the call handler/volunteer shouldn’t tell anyone what a service user has said, or disclose their personal details to anyone, including address, phone number, details of medication or financial details, other than to those who need to know.

HOW CAN YOU BREAK CONFIDENTIALITY

You may, in certain circumstances, override your duty of confidentiality to service users, if it’s done to protect their best interests or the interests of the public. This means you may override your duty of confidentiality if:

 

• You have information that suggests a service user is at risk of harm.

• You have information to suggest that a service user is posing a risk of harm to someone else.

 

In these instances, you should always report your concerns.

 

If you have any concerns regarding the safety of a Service User of the Seiriol Good Turn Scheme, the person to contact in the first instance is Steve MacVicar (01248 811332 or 07734579049) who is our Designated Safeguarding Officer

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