Professional Conduct

Representing Action Homeless
1. Not bringing Action Homeless into disrepute
  1. This refers to the conduct/behaviour by any employee outside of the workplace being associated with or affecting the reputation of Action Homeless in a negative manner
  2. Outside of work events
    1. This includes activities within your personal life - please be mindful of how you present yourself if you interact with any of Action Homeless's stakeholders
    2. Action Homeless will not instigate disciplinary proceedings based only on personal disapproval of an employee's out of work behaviour; disciplinary proceedings will only occur if the bahviour is deemed to have brought Action Homeless into disrepute.
  3. Meetings
    1. Dress Appropriately
    2. Arrive on time
    3. Ensure you are prepared and knowledgable
  4. Stakeholders
    1. This refers to anyone associated with Action Homeless i.e. staff members, clients, outside agencies, volunteers etc. When interacting with any stakeholders, remember you are representing Action Homeless so please conduct yourself in a professional manner
  5. Social Media
    1. Do not post comments about clients or pictures of clients
      1. Activity will be monitored and anything deemed to bring AH into disrepute will result in disciplinary action
    2. Do not make comments on behalf of AH
    3. Do not post comments about internal affairs or do not share rumours
    4. Do not bad mouth colleagues or any other stakeholders
    5. Do not use AH in profile names - if this was to occur, you must provide a disclaimer which states "the views expressed are my own and do not reflect the views of my employer"
  6. Never represent the services, organisation or residents in a negative light
Clients
1. Non judgemental
  1. Make residents feel welcome
  2. Do not act in any way which makes you appear superior
2. Choice
  1. When giving advice - be as non-directive as possible - do not impose own beliefs and opinions
  2. Ensure this is maintained throughout the entire support process
  3. We want to encourage personal development and independence so respect and encourage individual culture and preferences
3. Personal disclosure
  1. Although this can be a powerful tool when helping clients, be mindful not to reveal too much personal information
4. Favouritism
  1. All residents should receive equal help, attention and support
5. Flexibility
  1. Use a variety of approaches when working with residents
6. Professionalism
  1. Always maintain confidentiality - with the exception for illegal activities!
  2. Keep relationships with clients professional - do not use inappropriate language with residents e.g. using pet names
  3. Do not lend money or personal possessions to residents or do not borrow money or personal possesions from residents
  4. Do not accept or give personal presents
Colleagues
1. Honest and Open Approach
  1. Communicate appropriately and resolve differences in an open and constructive way
  2. Strictly NO BULLYING will be tolerated
  3. A good relationship between managers and their subordinates is important - it can have a huge impact on business operations - Please communicate effectively and professionally at all times.
  4. Please ensure all relationships in the working environment are kept strictly professional - If personal friendships or romantic relationships form please do not let these interfere with business operations
2. Not blowing up
  1. Manage personal conflict professionally
  2. Practice the principles of giving and receiving constructive feedback
3. Manner/Tone of communication when there is a difference of opinion
  1. Stay professional at all times
  2. Respect all opinions even if you do not agree with them
  3. Listen to all points of view - do not make assumptions or judgments as this can lead to conflict
4. Team working/supporting colleagues
  1. Respect your colleagues' knowledge and expertise within their field
  2. Make contributions - share your experience and expertise - others can learn from you and you can learn from others
  3. Do not hesitate to ask colleagues for help with anything your unsure of
  4. Regularly share ideas on work practices or how to improve or do things differently
Action Homeless Expectations
1. Attend Meetings on time
  1. If you are late, this can be an inconvenience for other members who have other commitments throughout the day
  2. Communication is key - if you are unable to attend or if you are running late, Let people know
2. Attend events
  1. For example, Team away days - these are not optional
  2. Attend events you have been invited to e.g. conferences, networking events - especially if they are relevant to your area of work and will improve business operations
  3. If you cannot attend, are late or need to cancel an event, please communicate with the appropriate persons in advance
3. Follow Procedures
  1. Always follow Action Homeless' policies and procedures - these can be found on the shared organisational drive
    1. If you need any guidance on the policies and procedures - contact HR
4. Always respond to information / invite requests / emails
  1. Please respond to all emails you receive from colleagues
  2. If you are asked for information from your colleagues - always respond
  3. Always communicate with colleagues regardless of whether you can or cannot do something
5. Discuss Problems
  1. Do not hesitate to speak to your line manager or your line manager's manager if you are facing any difficulties
  2. These can include work or personal problems which are of a physical or mental nature
  3. Your 1-2-1 meetings are there to address any difficulties your having in a private, professional and confidential manner
6. Take responsibility for own actions
  1. Stick to what you have agreed to - if you are unable to complete an agreed task - inform those involved, do not leave others to pick up the pieces
  2. Do not blame your colleagues or other residents for your actions
  3. Those who are not taking responsibility for their own actions usually:
    Nota:
    - ● Lack Interest in their work and in the well-being of their team ● Blame others for their mistakes and failures ● Misses deadlines and then blames other factors ● Avoids challenging tasks and projects - doesn't take risks ● Regularly complains about unfair treatment by team leaders and members - engages in self-pity ● Avoid taking initiative and are overly dependent on others for work, advice and instructions ● Lack trust in team members and leaders ● Making excuses regularly - using phrases like "it's not my fault" or "That's unfair" or "We've never done things this way before".
    - If any of your colleagues exhibit these signs and you feel it is affecting team performance please seek advice from your line manager or HR Managers - if any of your subordinates are exhibiting these signs and it is affecting performance please address within 1-2-1 meetings, if behaviour continues seek advice from HR
7. Effective, friendly and professional communication
  1. This refers to any verbal or non-verbal communication throughout the organisation
  2. When answering the phone to clients, agencies, colleagues etc always introduce yourself clearly and professionally
    Nota:
    - For Example: Good morning/afternoon, HR department, Joe Bloggs speaking how can I help?
  3. When sending emails internally and externally be professional
    Nota:
    - 1. Always fill in the subject line - this should explain the content of your email 2. Address the person politely e.g. if you know their name then 'Dear Joe Bloggs', if you don't know their name then 'Dear Sir/Madam'. 3. Be specific and get to the main points 4. Avoid textspeak (abbreviations and acronyms) - the only time this is appropriate is when you're mirroring the language of the person your're writing to. 5. Provide appropriate and correct contact details - if they are your own make sure your email signature reflects this. 6. Close the email professionally e.g. 'Kind Regards, Many Thanks, Yours Sincerely, Yours Faithfully'. 7. Always proof-read your email before you send it out. 8. Always reply to any emails you receive - even if you cant deal with the request immediately, let the person know.
Behaviours
1. Engaging
  1. Willingness to learn and develop
  2. A desire to work to make things better
  3. Working well in a team
  4. Commitment and loyalty to Action Homeless
  5. Suggesting Improvement
  6. Helping colleagues
2. Solution Focused
  1. Everyone has different ways of approaching a problem - some are 'problem focused' where they focus on the problem and the reason why it emerged. Others are 'solution focused' where they think about possible solutions that help them to solve a problem
  2. For example, if a current resident stopped receiving benefits, being problem focused would mean questioning why their benefits stopped, thinking about what they did for their benefits to stop, if a mistake has been made etc - this type of thinking wastes time which is not beneficial when a solution is needed quickly. Being solution focused would mean addressing the issue immediately e.g. contact the appropriate services, provide the resident with immediate advice and support etc.
3. Can do attitude
  1. This is about being proactive in achieving objectives and solving problems. It is about doing everything you can to help a client or colleague. It is also about attitude: not being demotivated by setbacks or failures.
4. Helpful
  1. Make things easier for others
  2. Offers to help colleagues when they are struggling with something
  3. Taking the initiative to solve unexpected problems
  4. Willingness to complete tasks outside of your job description
5. Equality
  1. Do not directly or indirectly discriminate any stakeholders of Action Homeless
  2. Any evidence of discrimination, harassment, bullying or victimization will result in disciplinary action being taken
  3. Respect the differing needs and views of anyone involved with Action Homeless

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