17.1.4 Refusal to work with a Client

Policy

As a general principle, Community Support Workers will be expected to work with any Client matched to them. However, in certain circumstances they do have a right to refuse; following the appropriate procedures may resolve the situation, but there will be some situations where an alternative solution must be sought. (See also the Safer working practice policy.)

Physical risk

If a Support Worker feels they are at risk because of the Client's medical condition, the Team Leader should first ensure that the Support Worker understands the condition and what, if any, are the associated risks. They should provide information about infection control and safety procedures, and arrange for relevant training if appropriate. The Team Leader should record the actions taken. If these procedures are carried out correctly, there should be no further grounds for a Support Worker to refuse to provide a service.

If a Support Worker is physically threatened or attacked by a service user, they should leave as quickly as possible and follow the procedures for reporting a violent incident. The Team Leader should consider sending staff in pairs to the client, and ensure that relevant training is offered. Support should be offered, The Team Leader should record all the steps taken. The Team Leader should encourage staff to discuss their anxieties, in order to assist in devising strategies for minimising risks and for working safely.

Harassment and verbal abuse

Staff are not expected to tolerate verbal abuse or racial/sexual harassment from clients. They should make every effort to remain calm and avoid any words or actions which might exacerbate the situation. They should indicate that the abuse is unacceptable and, wherever possible, why.

The Team Leader should offer support, and reinforce the Support Worker's position. Records should be kept.

Other situations

Occasionally a Support Worker may be allocated a Client with whom they have a relationship, either as a friend or as a member of the extended family. It may be difficult in such circumstances for the personal and professional boundaries to be kept clear, and it may be better for all to re-allocate the work if possible.

Continued refusal

If it can be demonstrated that abuse is specific and personal to a particular staff member appropriate steps have been taken as described above, it may be reasonable to re-allocate the work.

If all appropriate steps have been taken to minimise the risks but the Support Worker continues to refuse to work with the Client the Team Leader should interview them and explain that continued refusal could be a matter for disciplinary action. This should be confirmed in writing to the Support Worker.