Hillingdon Mind Policies

POLICY:  CONFIDENTIALITY

Statement
Those who confide in the staff and volunteer workers of Hillingdon Mind should feel assured that their confidentiality will be respected at all times.

Policy
No information will be disclosed to the police, members of the medical, nursing or social work professions, to relatives or friends without clear permission being given by the person concerned.

NB: All parties are advised that they are not necessarily covered by the “Legal Right of Privilege” and therefore may, for example, be asked to disclose information if called upon to do so by a Court of Law.

Record Keeping
Hillingdon Mind does not store large amounts of information on the majority of members, or people who use our services. Any information on any individual is kept in a locked office.  All information held about someone will be available to that person (in compliance with the Data Protection Act 2000) and when disclosing any written information about an individual, permission, preferably written, should be sought and obtained wherever possible.  (Hillingdon Mind is registered with the Data Protection Office and the Director is the named contact).

Approved at the meeting of the Executive Committee September 2007.

POLICY:  EQUAL OPPORTUNITIES, EQUALITY AND DIVERSITY

Statement of Intent

Hillingdon Mind recognises that in our society groups and individuals are unfairly discriminated against and this can affect their mental and emotional well being.  We believe that no person should suffer direct or indirect discrimination or disadvantage on the basis of:

Race and Equality Statement

Hillingdon Mind recognises that the UK is a multi racial society.  A significant proportion of the population of Hillingdon is from ethnic minority groups.  Hillingdon Mind will ensure that all services will be provided equally to all clients regardless of their race, religion and ethnic origin. We aim to ensure that these services are culturally sensitive.

Aims
Hillingdon Mind aims to ensure that Service Users will not suffer disadvantage by reason of their race or colour. Racist language and behaviour is unacceptable and will be dealt with seriously.
Hillingdon Mind will apply this to Volunteers, Committee Members, Employees and Service Users.
In pursuit of these aims Hillingdon Mind intends to undertake a continuing review of its policy, and will in particular become more aware of racism and the problems it causes.

Disability Statement

Hillingdon Mind believes that no person should suffer disadvantage by reason of a disability or a disabling illness.  We declare our intention to work with users for the elimination of disadvantage for the above reasons.

Aims
Hillingdon Mind aims to ensure an awareness of disability and disabling illness and the problems it causes, as well as how if affects us and its implications for our work.  Hillingdon Mind will ensure that employees, volunteers, committee members and users are not discriminated against by reason of the above.

Sexual Harassment Statement

Hillingdon Mind believes that no person should suffer disadvantage or discrimination through sexual harassment.
Sexual Harassment is defined as repeated unreciprocated and unwelcome comments, looks, actions and suggestions, or physical contact that is found objectionable or offensive. This may create an intimidating working environment or affect volunteers, committee members and Users of Hillingdon Mind services in a detrimental way.

Aims
Hillingdon Mind will ensure that the issue of sexual harassment will be acknowledged and dealt with effectively.

Sexual Orientation Statement

Hillingdon Mind believes that no person should suffer disadvantage because of their sexual orientation. We declare our intent to work with others for the elimination of discrimination against an individual's sexual orientation, directly or indirectly, and actively challenge prejudice. This statement applies to employees, volunteers, committee members and users of Hillingdon Mind services.

Aims
Hillingdon Mind intends to work to ensure that the services provided are relevant and accessible to all users regardless of their sexual orientation. We are committed to ensuring that we provide a service which is sensitive to the needs of lesbians, gay men and bisexuals. We will actively challenge prejudice.

Implementation

Hillingdon Mind will seek to implement its statements of intent in the following ways:

Hillingdon Mind Executive Committee along with the Director will act as the monitoring body to ensure the implementation and effectiveness of the Equal Opportunities Policy.
Complainants should follow the complaints procedure or disciplinary policy.

This Policy was approved at the meeting of the Board of Trustees November 2007.

POLICY:  VOLUNTEER AND SERVICE USERS COMPLAINTS PROCEDURE

Purpose of the Procedure
This complaints procedure had been designed to enable a volunteer or service user to make a complaint.  It is intended to be fair to all those involved.  You will be listened to and your complaint will be taken seriously.  A written summary of the complaint and a record of any decisions will be made at each stage of the procedure and given to you.  A copy will be kept securely and confidentially at the office of Hillingdon Mind for two years when it will be destroyed.

The Procedure in Three Steps:

1    Make a Complaint
Your complaint should be made to the appropriate member of staff e.g. for a housing complaint make your complaint to the Housing Manager. 
If your complaint is against a:

Your complaint may be made by speaking to the person you have decided to make your complaint to or, better still, put it in writing.

If you want help to make your complaint an independent advocate is available on Thursday mornings at Aston house, otherwise ask a friend.

A summary of your complaint will be made and given to you and a copy will be passed to the Director and the Trustee who will investigate your complaint.

2    Investigation and response to your complaint
Your complaint will be investigated by the Director and a Trustee who is not an officer.  They may ask questions of other people to discover more about the complaint.  They will hold a meeting with you at an agreed date, time and place within two weeks of the complaint being received.  You may be accompanied by a friend.  They may ask additional but relevant people to attend.  At, or after the hearing, the Director and the Trustee will make their response to your complaint.  They may need time to think over what they have heard or discovered.  Their written response is to be given within three working days of the meeting.  They will say whether or not they uphold your complaint and what action, if any, is to be taken by way of remedy.

3    Appeal Against the Response
If you are dissatisfied or disagree with the written response to your complaint you may appeal against it but you must do so within two weeks of the date of the response being given.  Your appeal must be in writing to the Chair of Trustees.
The appeal will be heard by the officers of the Board of Trustees of Hillingdon Mind, the Director, The Director of HAVS (or a deputy appointed by her) at a date, time and place to be agreed by all parties and within one month of the appeal being received.  If the complaint concerns a matter relating to an external agency then a representative from that agency will be invited.  For example if the complaint has to do with a housing matter a representative from Notting Hill Housing Association or Supporting People will be invited to attend.

You may be accompanied by a friend or anyone you know who works in Mental Health. At, or after the hearing, the panel will make their response to your appeal.  They will say whether or not they uphold your appeal and what action, if any, is to be taken by way of remedy with respect to your complaint.  They may give their response at the meeting but they may need time to think over what they have heard.  Their written response to your appeal is to be given within three working days of the hearing.  The panel’s judgment will be final.

This complaints procedure is to be easily available to all volunteers, members of Hillingdon Mind and users of its services.  Any member of Hillingdon Mind or user of services must be given a copy on request to a member of staff.

All tenants of Hillingdon Mind Housing Services will be given a copy of this Complaints Procedure.

A complaint may also be made to:

If you are a tenant of NHHT:

Notting Hill Housing Trust
1, Butterwick
Rear of Metro Building
Hammersmith
London W6 8DL
If you receive Floating Support:

The Manager,
Supporting People Team,
2W/03 CIVIC CENTRE
Uxbridge

This Policy was approved by the Board of Trustees January 2007

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