Managers’ Guide: Ensuring Support Workers follow the Code of Practice

1. Accountability and professional standards

As a manager, I:

• Clearly communicate the standards and values expected of Support Workers,
  ensuring every team member understands the Code of Practice.
• Regularly discuss accountability and professional boundaries with Support Workers, encouraging openness about abilities and limitations.
• Provide guidance and support when Support Workers are unsure, unprepared,
  or unable to perform their duties, and ensure they know how to seek help.
• Monitor and review Support Worker actions and decisions, providing feedback
  and addressing any issues of concern promptly.
• Ensure all Support Workers understand reporting lines and their responsibilities
  when delegating or accepting delegated tasks.
• Foster a culture where Support Workers feel safe to report mistakes, concerns,
  or incidents, and ensure all such reports are acted upon appropriately.

2. Safe, collaborative, and high-quality care

As a manager, I:

• Ensure Support Workers are aware of and comply with Health & Safety legislation and all relevant workplace policies.
• Provide training and resources for infection control, safe handling of hazardous substances, and risk identification.
• Encourage Support Workers to raise safety concerns and report unsafe practices, and ensure there are clear, accessible channels for escalation.
• Monitor the working environment and practices to identify and address hazards or risks.
• Provide guidance to Support Workers in understanding and fulfilling their Duty of Candour and responsibilities for patient and public safety.

3. Integrity, professionalism, and respect

As a manager, I:

• Model and reinforce the highest standards of professional conduct, integrity, and respect in all interactions.
• Ensure Support Workers understand and follow confidentiality and data protection policies and know when information must be shared for safeguarding.
• Promote open, compassionate communication and psychological safety within the team.
• Provide regular opportunities for feedback and reflection and act on concerns raised by Support Workers or others.
• Empower Support Workers in reporting unsafe or unprofessional behaviour and ensure they are protected when raising concerns.

4. Dignity, respect, and inclusivity

As a manager, I:

• Ensure Support Workers treat everyone with dignity, compassion, and respect, and that they understand the importance of equality and diversity.
• Provide training and guidance on cultural sensitivity, inclusive practice, and respecting individual rights and preferences.
• Monitor team interactions and address any behaviour that undermines dignity, respect, or inclusivity.
• Assist Support Workers in involving people who use our services in decisions about their care and ensure informed consent is always sought and respected.

5. Ongoing learning and development

As a manager, I:

• Ensure Support Workers complete all required statutory and mandatory training and have access to ongoing learning opportunities.
• Support and facilitate Support Workers in maintaining up-to-date records of their training and development, including the use of relevant digital platforms.
• Provide regular supervision, appraisal, and opportunities for reflective practice and feedback.
• Encourage Support Workers to identify their own learning needs and support them in accessing resources and development opportunities.
• Promote a culture of continuous improvement and shared learning within the team.

6. Effective and inclusive communication

As a manager, I:

• Model clear, respectful, and inclusive communication, and set expectations for Support Workers to do the same.
• Ensure Support Workers are trained to recognise and respond to different communication needs, including use of interpreters or visual aids where appropriate.
• Empower Support Workers in managing challenging behaviour with professionalism and respect and provide guidance on de-escalation techniques.
• Monitor documentation and record-keeping to ensure all relevant communication and events are accurately and promptly recorded.

Implementation and monitoring

As a manager, I:

• Regularly review Support Worker practice against the Code, using supervision, observation, and feedback from service users and colleagues.
• Address gaps or concerns through support, training, or formal processes as appropriate.
• Celebrate good practice and share examples of Support Workers upholding the Code
  to reinforce positive behaviours.