We are looking whether to integrate some comms along the lines of “please treat our staff with respect”. We are a small (22 staff) LGBT refugee charity based in the UK, and we work with people pre-grant.
Our front line staff are experiencing an increase in upsetting interactions with service users, or potential service users, both those who our organisation is able to assist and those who fall beyond our remit (such as being based outside the UK), in addition to other organisations who are interacting with our team with ‘inconsiderate exasperation’ after either having incorrectly referred people to our service, having set unreasonable expectations, or just having an inaccurate understanding of our service or capacity. Our support team are very aware of the circumstances of our Service users, so are understanding of the frustration felt and it being misdirected towards them when they are unable to assist.
We’re looking for not necessarily a policy, possibly a disclaimer or an online statement regarding ,
- Unacceptable behaviour and zero tolerance policy - Guts UK - Guts UK
- Behavioural Expectations Statement | Mind in Brighton and Hove, promoting good mental health in our city and across Sussex.
- JusticeNet SA | Respectful Contact Policy
Does anyone have similar statements either in their ToSs, on their website (on the contact page? As an automatic response email? etc?) or the like and would be able to share? Have they been effective, and what would you recommend?