1.14.1 Domicilary Care Procedures

Contents

1. Conditions of Engagement 
2. Range of Activities Undertaken 
3. Quality Assurance  
4. Domestic Violence  
5. Handling Money 

1. Conditions of Engagement

The Continuum Group will provide individual contracts to all employees, which detail the following:

• Purpose
• Duties and Responsibilities (detailed on the Job description)
• Terms and Conditions

The safety of children and of Staff is paramount at all times.

All Supervised Contact or Domiciliary Care work must be allocated & authorised by the Service Manager.

The Service Manager will allocate work to individual Staff members.

Each case allocated will have specific instructions, guidelines and boundaries associated with it. These will be communicated to the member of Staff prior to starting a job.

It is imperative that Staff adhere to the instructions given and do not deviate from the guidelines and boundaries given by the Service Manager without their authorisation.

Staff will always have access to a Manager or SOC (Senior On Call) at all times. In addition, the head office number, 01992 558086, is a 24 hour emergency number that diverts to a pager system out of hours.

Due to the nature of the work, the cases are frequently reviewed and guidelines and boundaries may change. At this time, the Service Manager will inform the allocated Staff member of the new or amended instructions for that particular case.

Individual cases vary in terms of frequency and duration. The start and finish points for hours and mileage for a particular case will be agreed with the Service Manager when offered and accepted.

Adequate insurance is provided in respect of services offered. Staff are responsible for Business (class A) in respect of the vehicles that they own and use in their work. Copies of these documents are held centrally.

Staff must not accept work direct from clients without the authorisation of their Manager.

2. Range of Activities Undertaken

The range of activities and limits of responsibilities particular to each individual case will be communicated by the Service Manager.

These must be relayed, discussed, understood and agreed with the Service Manager prior to commencement.

Whilst a case is in progress, any changes will be communicated by the Service Manager who will discuss any implications with the specific case worker prior to implementation.

Any queries can be taken up with the Service Manager or the HR Department.

3. Quality Assurance

Referrals for all supervised contact or domiciliary care requests are made to, and discussed with the Service Manager.

The Service Manager allocates the work on the basis of suitability (including experience, location, availability and gender, as appropriate) and confirms with the service user or their social worker.

The Service Manager conducts all appropriate risk assessments and implements any necessary alterations to arrangements (in agreement with the instructing social worker) prior to the commencement of all work.

The Service Manager or the nominated deputy is available “on-call” at all times to Staff whilst working for advice and assistance.

Staff receive regular supervision and any issues raised are dealt with appropriately and where necessary, fed into the process of monitoring and evaluation so that the service can be regularly updated and further developed.

In all long-term domiciliary care cases, annual visits to service users are made by the Service Manager.

Feedback is actively sought from instructing authorities and service users, both on an informal and formal basis, and is evaluated and acted upon as appropriate. Questionnaires are sent out to all instructing authorities and service users in January each year and when a particular case is concluded. A Quality Assurance report will be produced each March.

4. Domestic Violence

Suspicions or allegations of Domestic Violence must be reported to relevant social workers/Placing Authority with a view to making referrals under Child Protection or Protection of Vulnerable Adults (PoVA) procedures.  See the following:

Child/Adult Protection Procedure

Section 5, Protection of Vulnerable Adults(PoVA) Family Assessments Procedure.

Hertford Child Contact Centre believes that everyone has the right to live safely and without the fear of violence and cruelty. We recognise that domestic violence is unacceptable and that it occurs throughout society, irrespective of class, income, race, culture or religion. Its effects are far-reaching and can impact on others, notably the children. We recognise that every child has the right to grow and develop in an environment free of domestic violence, whether directly as a victim or witness of violence in its own home or community.

Hertford Child Contact Centre accepts that some families using its Centre will have experienced varying levels of domestic violence and we will ensure that they will receive sensitive and appropriate services. We also accept that the Centre needs to be organised and run in a way which allows these families, other Centre users and volunteers / Staff to be safe. In order to meet these requirements we will ensure that:

The Centre’s referral form will ask one or more questions about domestic violence.

a.	No family will be accepted until a referral form has been completed in full and received by the co-ordinator.
b.	Any information concerning domestic violence or the abuse of drugs / alcohol will be treated seriously.
c.	Use of the Centre will be denied to individuals or families where the co-ordinator feels their presence is likely to present a threat to the well-being of other Centre users and volunteers / Staff.
d.	Once a family has been accepted the co-ordinator will consider their needs and develop a means by which they can be met. These will include: Parents being invited to visit the Centre separately in advance of contact commencing. Parents being given clear instructions in writing about which entrances to use and what times to arrive. Where appropriate resident Parents being asked to explore the possibility of someone other than themselves or their new partner bringing the child(ren) to the Centre. The contact waiting room doors being kept closed and precautions taken to ensure Parents do not visit the refreshment area or toilets at the same time. Asking one Parent to wait at the end of contact until the other has left the Centre and the area immediately around it. Ensuring that addresses, telephone numbers and other sensitive information always remain strictly confidential.
e.	Any distress to children or adults brought about by bullying or pressure to disclose information will be dealt with promptly and firmly.
f.	If an individual or family’s behaviour is threatening, causes distress or is disruptive they will be asked to leave.
g.	If an individual or family refuses to leave the police will be called.

4.1 Definition of Domestic Violence

Domestic violence is best described as the use of physical and/or emotional abuse or violence, including undermining of self-confidence, sexual violence or the threat of violence, by a person who is or has been in a close relationship to achieve and ensure power and control over another person or persons.

Domestic violence can go beyond actual physical violence. It can also involve emotional abuse, the destruction of a spouse’s or partner’s property, their isolation from friends, family or other potential sources of support, threats to others including children, control over access to money, personal items, food, transportation and the telephone, and stalking.

It can also include violence perpetrated by a son, daughter or any other person who has a close or blood relationship with the victim. It can also include violence inflicted on, or witnessed by, children. The wide adverse effects of living with domestic violence for children must be recognised as a child protection issue.

Domestic violence is not a ‘once-off’ occurrence but is frequent and persistent aimed at instilling fear into, and compliance from, the victim.

4.2 Dealing with domestic violence victims/abusers in the Child Contact Centre

“Wherever possible separate entrances and exits should be available and if necessary used to move adults and children into and out of contact sessions. If this is not possible and where domestic violence is an issue, a safe waiting area must be available and every effort made for staggered arrival and departure times”. (NACCC National Standards)

Clients that have experienced domestic violence must be treated sensitively. You will need to take extra care – especially with the abused (usually the woman). Domestic violence is abusive or controlling behaviour, which is used most frequently by men to maintain power over ‘their’ women. However, such violence can also be directed towards the children, other family members, and friends of the woman herself. This behaviour also occurs in a small number of cases by women against men. The abused have a right to live free from violence – they will be feeling humiliated, frightened, ashamed, alone, confused and probably blaming themselves. It has taken immense courage for this woman to leave an abusive relationship, which can be painful and distressing. There is confusion about what love for her partner means, hope, that the situation will change, shame, about what has happened to them which they will see as their fault and finally the fear that the threats to kill her or her family will become a reality. This woman will be scared to be in the same building as her abuser – so do not let him manipulate the situation so that he has contact with her. She must be protected at all times.

Action to be Taken when Conflict Arises

• Make sure all the children are safe and out of the way.
• Move those involved to a quiet area if possible.
• Never back them into a corner, either physically or psychologically.
• Remain polite and respectful and never lose your temper.
• Keep the tone of your voice down and lower than the person who is angry.
• Never tell them to ‘calm down’.

5. Handling Money

If there is a situation where Staff are required to handle money and/or financial matters on behalf of the service user, this will be stipulated as part of the case details, including the guidelines and boundaries (e.g. whether a service user is allowed cash in hand and how any matters may be handled in a sensitive and appropriate manner), and communicated to the allocated worker.

Where monies are required (e.g. for an activity when supervising a contact between service users), this is agreed in advance and Staff will be reimbursed for any authorised expenditure.

If, in the course of offering support to a service user, they request assistance or advice in relation to a financial matter, this must be referred to the Service Manager who will notify the instructing authority and advise the Staff member accordingly.

Staff must always take care to:

• safeguard the property of service users whilst undertaking care tasks
• report any loss or damage to property whilst providing care
• keep appropriate records and receipts in relation to any tasks (e.g. payment of bills, collection of allowances, shopping) performed on behalf of a service user.

Staff must NOT:

• make personal use of service user’s property (e.g. telephone)
• borrow or lend money
• sell or dispose of goods belonging to the service user
• sell goods or services to a service user .

End