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Protecting our staff policy

Protecting our staff Policy

The policy sets out the standards that Genesis adopts in relation to these issues. Although most of these focus on the organisation and its staff, three relate to customers in particular. They are summarised as follows, and are commitments to:

  • making information about the issues dealt with in this policy available to customers as early as possible
  • understanding and responding to why people behave the way they do, so that customers can maintain access to our services wherever possible
  • trying to resolve conflict before it escalates and avoid situations where unacceptable behaviour, harassment and violence occur, or the need for formal measures to deal with them.

The health, safety and wellbeing of our staff are very important to us. This policy relates to supporting Genesis staff and volunteers who are exposed to unacceptable behaviour, harassment or violence from customers or members of the public within the course of their work. We do not expect our staff to accept or tolerate such behaviour. The aim of the policy is to enable customers to maintain access to services, whilst protecting and supporting Genesis staff.

The policy defines our approach to dealing with these kinds of behaviours, which looks at:

  • trying to prevent them from happening
  • how staff should respond if they do happen
  • what support is in place afterwards.

While we hope incidents of this kind will be in the minority, we make a commitment to learn from them and feed that learning into preventing them as much as possible. Section 2 of the policy gives definitions of unacceptable behaviour, harassment and violence. The following policy summary of this section highlights what customers must be aware of:

2.1 Unacceptable behaviour

What we class as unacceptable behaviour includes (but is not limited to) the following:

  • persistent behaviours such as continual phone calls, emails, letters or social media posts
  • persistent behaviours such as repeated contact about the same issue, with little or no new information, where information offered is changed to prolong contact, or after allegations have been found to be unsubstantiated
  • unreasonable demands or requests, such as asking for responses within an unreasonable timescale or insisting on communicating with a particular member of staff.

2.2 Harassment:

We define harassment as: 'Any unwanted conduct both persistent or as an isolated incident which has the purpose or effect of violating a person’s dignity or of creating an intimidating, hostile, degrading, humiliating or offensive environment for them.'

Harassment can come in many forms. Our procedure and related policy includes (but is not limited to) the following:

  • any of the behaviours described as unacceptable in 2.1, which also cause the person to meet the definition of harassment given above
  • the use of social media in a way which meets the definition of harassment as above
  • comments relating to personal characteristics (listed in Appendix 1 of this policy)

2.2 Violence:

This is as defined by the Health & Safety Executive as:

‘Workplace violence happens when you are abused, threatened or assaulted in circumstances relating to your work.’

Abuse: includes any verbal abuse directed against you personally that makes you feel upset or alarmed. Examples include insults, swearing and shouting. This could be in person, by phone, by email or electronic media. Abuse also covers psychological abuse and intimidation, subtle bullying, and abuses of power.

Threatened: includes any other threat of violence against you, either by words or gesture. For example this could be someone moving closer to you in a threatening manner.

Assault: can be a physical act or immediate threat of assault. This includes pushing, grabbing, scratching, striking, spitting, throwing objects.

You can contact us for the full policy

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