Policy on Professional Conduct B2 PROFESSIONAL CONDUCT B2.1 Staff Responsibilities All staff have a responsibility to ensure that their behaviour at work and in representing NSF(Scotland) in a way presents a positive image of the organisation and poses no risk to its reputation. Equally, behaviour out of work must not harm the reputation of the organisation. The following standards of professional conduct have been set in order to develop good working relationships and ethical practice amongst all NSF(Scotland) workers. Complaints by other staff, service users or members of the public concerning failure to observe these standards will be investigated under disciplinary procedures. The success of NSF(Scotland) depends on high standards of work performance and conduct from all staff, thus, the following code of practice must be observed: a) all workers have a duty to ensure that they arrive in a fit condition and appropriately dressed for work; b) the organisational policy on alcohol, drugs, aggression and violence is to be observed at all times; c) staff should demonstrate a positive attitude and co-operative approach to work; and should show consideration and respect for colleagues and service users to ensure a friendly and supportive working environment; d) all workers should maintain the highest standards of fairness and honesty in dealing with co-workers, service users, professional bodies and members of the public; e) workers should evaluate their own and their project working practice to identify areas for personal and service development; f) staff should seek to maintain good communication with colleagues and service users, while respecting confidentiality issues; g) issues or disagreements amongst staff should be discussed only with those directly involved and with line management; h) it is the responsibility of all staff to inform line management of any outside interests or activities from which they may benefit by reason of their status within NSF(Scotland) or which may bring them into conflict with the interests of NSF(Scotland); i) all staff must inform the Operations Manager if they are charged with a criminal offence, in order to ensure that they can access any information or support available from the organisation and to ensure that the reputation of NSF(Scotland) is respected. Should a conviction ensue, the nature of that conviction will determine whether continuation of employment is appropriate or possible; j) if workers have serious and genuine concerns about the conduct of their Line Manager, these must be raised with the Line Manager, Operations Manager or Chief Executive; and k) all workers must report to their Line Manager any health issues or conditions they develop which may impact on their own or other people's welfare at their place of work. B2.2 Confidentiality Confidentiality is a means of providing service users with safety and privacy. Due to the sensitivity and personal nature of information shared by service users and members, it is essential that all workers adhere to the following code: a) staff within NSF(Scotland) should treat any information received from service users as confidential and as such should not be communicated to other agencies without that person's consent; b) information received from service users is regarded as confidential within the organisation. It may only be shared with other staff with respect and discretion. Service users should be made aware of this fact; c) information received from a service user should not be shared with another service user; d) any written information concerning a service user must be stored in a secure manner with access restricted to staff and the individual concerned; e) information should be recorded in a factual manner, without personal opinion or judgement; f) individuals should be allowed to see any records held on them and make written comment on the information; g) in allowing service users access to records, care should be taken that no harm will be caused to the mental health of that individual; h) in allowing access, care should be taken that no information concerning a third party is revealed; i) where a specialist internal or external counselling service is accessed, NSF(Scotland) workers will not have access to information disclosed within the counselling setting; and j) any service user who is unhappy with the level of confidentiality is entitled to use the complaints procedure to pursue the matter. Exceptional Circumstances Exceptional circumstances may arise which give the worker good grounds for believing that serious harm may occur to the service user or to other people. In such circumstances, the service user's consent to a change in the agreement about confidentiality should be sought wherever possible, unless there are also good grounds for believing that the service user is no longer willing or able to take responsibility for his/her actions. The decision to break confidentiality should be made only after consultation with line management. The information received or given should be recorded and discussed with the individual as soon as seems appropriate after the event. Workers hold different views about the grounds for breaking confidentiality, such as potential self-harm, suicide and harm to others. Workers should consider their own views and may wish to discuss these within the supervision context. B2.3 Boundaries Boundaries define acceptable conduct and limits of behaviour that allow a service user and worker to engage safely in a beneficial relationship for the service user. Boundaries have, as their foundation, the concepts of trust, respect and the appropriate use of power. All professional relationships have within them the potential for blurring or loss of boundary. Where a professional relationship exists it should be the only relationship. Dual relationships, for example sexual relationships or business partnerships must never occur. NSF(Scotland) recognises that good working relationships are the key to the success of projects, however, all staff should be aware of any relationships which impact on the boundaries of accepted professional practice. Staff must also be aware of the implications of forming any other relationships with former service users (see final paragraph of Section B2.3). The following code applies: a) there is an implicit imbalance in the relationship between the professional worker - "the helper" - and the individual who is receiving support. Workers should remain aware of this distinction at all times in order to ensure a safe environment for service users. Responsibility for maintenance of appropriate professional relationships rests entirely with the worker; b) workers must remain aware at all times of the potential for harmful behaviours arising from betrayal of trust, respect or intimacy between the professional and the service user. These include physical, psychological, verbal, sexual and financial abuse. Neglect is also a form of abusive behaviour; c) all workers are required to maintain a working relationship with members and service users within the confines of the project; d) home telephone numbers and addresses should not be given to service users and members, nor personal social meetings arranged outwith the project; e) it is not permissible for staff to exploit or attempt to benefit from their relationship with service users or members in any personal, financial, political or religious way; f) it is not permissible for a member of staff to embark upon a sexual relationship with a service user; g) workers should ensure that professional relationships are maintained with other members of staff and that friendships or relationships with colleagues do not impinge upon the operation of a professional working environment and quality service. Loyalty to colleagues must not have greater priority than workers' commitment to meeting the highest possible professional standards and complying with the code of conduct. All workers have a duty to inform National Office, if necessary, without going through line management, of any behaviour which they think could harm a service user or damage the reputation of NSF(Scotland); h) workers must discuss issues of concern relating to boundaries and seek advice within supervision structures; and i) collusion with improper conduct by statement or omission, may result in disciplinary action. Workers remain accountable for relationships with former service users and carers and must exercise caution over entering into friendships or sexual relationships. Any changes in relationship must be discussed within the supervision structure. The decision about any change in relationship with former service users and carers should take into account whether the issues and power dynamics present during the working relationship have been resolved. The decision should also take account of the implications of the former service user wishing to resume receiving services from a project at some future point. The former service user should be considered as a referral under the project's normal referral criteria, and should not experience prejudice, discrimination or special obstacles in accessing a project's services. B2.4 Attitudes NSF(Scotland) services are based on a philosophy of valuing people. Staff should be aware that their behaviour and attitudes will often be used by project participants as models of acceptable behaviour and should thus take care to avoid actions and language which shows prejudice or stereotyping. The following code applies: a) workers should consider and address their own prejudices and stereotyping and ensure that an anti-discriminatory approach is central to service delivery; b) staff should avoid phrases which imply that the worker is in a position of power over the service user; c) staff should be sensitive to the reaction of service users who may be uncomfortable with, or misinterpret physical contact; d) staff should identify and respect service users' preferences regarding contact, support and therapeutic relationships. B2.5 Gifts/Hospitality Hospitality and gifts accepted personally by a worker from outside agencies or service users could be interpreted as inducements to that worker to act more favourably towards the donor. All staff must actively discourage personal gifts and any received or accepted must be reported immediately to the Line Manager.