ABOUT US
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Client Care and Quality AssuranceClient care is one of the most important aspects of the way we run The Expertise Consultancy Group. Part of the philosophy behind remaining a small company is that we are able to focus on our customer in a far more personal way than large anonymous organisations. Each time you call, you will speak to the same person and we will always endeavour to answer your queries within a set time. To ensure we follow up on these issues and prevent problems we launched a Quality Assurance policy in 2005. This outlines how we check on paperwork, support staff, trainers and programme quality. Queries on client care are handled by Richard. Targets for client care: Code of Conduct The Expertise Consultancy Group expects its staff to always work with professionalism to protect the welfare of young people in their charge, as well as protecting other staff by promoting good practice. We have a full document outlining the company policy. A short version is outlined below which all staff adhere to. Good Practice in the Care of Young People The following points form a Code of Conduct for all staff : • always be publicly open when working with young people, thereby avoiding situations where an instructor and a minor are completely unobserved. • where any form of manual support is required, this should be provided openly. • a male and a female member of staff should always accompany mixed groups away from home / school. All staff should be aware that as a general rule it does not make sense to : • spend excessive amounts of time alone with a minor away from others. Staff should never : • engage in rough, physical or sexually provocative games, including horseplay • share a tent / room with a minor - unless in an extreme medical emergency • allow or engage in inappropriate touching in any form • allow young people to use inappropriate language unchallenged • make sexually suggestive comments to a young person even in fun • let allegations that a young person makes go unchallenged, unrecorded or not acted upon • do things of a personal nature that a young person can do for themselves - sometimes it may be necessary for staff to help young people with things of a personal nature if they have disabilities. In these situations, there is a need to be responsive to the young person's reactions and if a child is fully dependent upon you, talk with them about what you are doing and give them choices where possible. If, during your care of a group of young people, you accidentally hurt one of them; one of them seems distressed in any manner; appears to be sexually aroused by your actions, or misunderstands or misinterprets something you have done, report any such incident as soon as possible to another member of staff and submit a written report on it. |
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