Policies and Procedures

Confidentiality Statement
Complaints Procedure
Equal Opportunties Policy
Volunteer Guidelines

Confidentiality Policy

Confidentiality Statement
UNISEX is committed to providing a confidential advice service to its users. We believe that the principles of confidentiality must be integrated across all aspects of services and management. We believe our users deserve the right to confidentiality to protect their interests and safeguard our own services. The following will be displayed in offices, drop-in and waiting rooms:

UNISEX offers a confidential service - nothing you tell us will be shared with any other organisation or individual outside of UNISEX and the Student Advice Centre without your express permission.

Definition of Confidentiality
UNISEX understands confidentiality to mean that no information regarding a service user shall be given directly or indirectly to any third party which is external to UNISEX and the Student Advice Centre Staff and Manager, without that service user's expressed consent to disclose such information. We recognise that all users should be able to access our service in confidence and that no other person should know they have used our service. We also recognize that information may be indirectly given out through staff discussing cases. All staff should ensure that no discussions relating to an individual user of the service take place outside of USSU premises. Only members of UNISEX and the Student Advice Centre may receive details of individual users or their case.

Statistical Recording
UNISEX is committed to effective statistical recording of service users to enable us to monitor take-up of the service and to identify any policy issues arising from services. It is the Unisex Manager's responsibility to ensure that all statistical records given to third parties (such as other members of the University, Primary Care Trust and other outside related organisations) shall be produced in anonymous form, so individuals cannot be recognised.

Breaches of Confidentiality
UNISEX recognises that occasions may arise where individual workers feel they need to breach confidentiality. An example of such an occasion would be if we felt a client were at serious risk of harming themselves or others. We also recognise, however, that any breach of confidentiality may damage the reputation of our service and therefore has to be treated with the most serious of approaches.
On occasions where a worker feels confidentiality should be breached the following steps must be taken:

The worker should raise the matter immediately with the UNISEX Manager;
The worker must discuss with the UNISEX Manager the issues involved in the case and explain why they feel confidentiality should be breached and what would be achieved by breaching confidentiality. The UNISEX Manager should take a written note of this discussion.
The UNISEX Manager is responsible for discussing with the worker what options are available in each set of circumstances.
The UNISEX Manager is responsible for making a decision on whether confidentiality should be breached. If the UNISEX Manager decides that confidentiality is to be breached then they should take the following steps:
The UNISEX Manager should contact the General Manager of USSU in the first instance. The UNISEX Manager should brief the General Manager on the full facts of the case, ensuring that they do not breach confidentiality in doing so. The UNISEX Manager should seek authorisation from the General Manager to breach confidentiality.
If the General Manager agrees to breach confidentiality, a full written report on the case should be made and any action agreed undertaken. The UNISEX Manager is responsible for ensuring all activities are actioned.
If the General Manager does not agree to breach confidentiality then this is the final decision of the organisation.
If any decision to breach confidentiality results in a complaint against a member of staff of UNISEX, then following the procedure outlined in UNISEX 'Complaints Procedure', the role of UNISEX Manager is to be substituted by an independent advocate chosen by the user. UNISEX can suggest potential advocates if the complainant has no-one they can turn to. This is to ensure that any future complaints or investigations arising from a breach in confidentiality can be carried out in an independent manner.

Legislative Framework
UNISEX will monitor this policy to ensure it meets statutory and legal requirements including the Data Protection Act, Children's Act, Rehabilitation of Offenders Act and Prevention of Terrorism Act.

Ensuring the Effectiveness of the Policy
All members of staff and volunteers of the UNISEX will receive a copy of the Confidentiality Policy. Existing and new workers will be introduced to the complaints procedure via induction and training. The procedure will be continuously reviewed and any amendments made on an annual basis.

Complaints Procedure

Statement
We aim to provide service of a standard acceptable to all our users. If we fail to do this we want to know about it. This will enable us to not only deal with a specific problem, but also avoid it happening again. Our Complaints Procedure sets out how to complain if you feel unhappy with the standard of service you have received from us.

Introduction
This policy sets out the procedure we will follow if we receive a complaint from users of the service, an organisation or member of the public. It does not address complaints made by staff or volunteers (dealt with through grievance and disciplinary procedures) nor job applicants (recruitment procedure).This procedure is meant to provide a means to resolve a dispute between UNISEX and any complainant. It requires staff and management at every stage to resolve the complaint.

The Procedure
When someone wishes to register a complaint, the following procedure is adopted. Where the complaint is against the UNISEX Manager, the same procedure will be followed, but with the General Manager of USSU substituting for the UNISEX Manager's role at all stages. Where the issue involves a breach of confidentiality, the role of UNISEX Manager is to be substituted by an independent advocate chosen by the user. UNISEX can suggest potential advocates if the complainant has no-one they can turn to. This is to ensure that any future complaints or investigations arising from a breach in confidentiality can be carried out in an independent manner.

Stage 1
The complainant should put their complaint in writing to the UNISEX Manager, marked 'Private and Confidential’, providing as much detail of the complaint as possible. If the complainant is not able to put their complaint in writing the complainant will be offered an interview with the UNISEX Manager or their nominee. The role of the UNISEX Manager or nominee at this meeting will be confined to putting the complaint in writing, obtaining the complainants approval of this, and asking the complainant to sign to indicate they agree with the contents. The complainant may choose to work with a third party at this stage and throughout the process UNISEX can suggest potential advocates if the complainant has no one they can turn to. The UNISEX Manager will then investigate the complaint and attempt to resolve it. The UNISEX Manager may delegate any aspect of the investigation to a nominee.
If the complaint involves a member(s) of staff the Unisex Manager will offer the opportunity for the member of staff to put forward their account, either by written statement or by oral presentation. The UNISEX Manager will ensure that all complainants receive a response in writing within 10 working days of the letter/complainant notes being received. This letter will summarise what investigation has been carried out and what action, if any, is proposed to resolve the matter. A copy of this letter will be attached to the Complainant's original complaint. If a response by letter is unsuitable, the complainant will be offered an interview with the UNISEX Manager to provide the response verbally. This meeting should be held within 10 working days as before. A written record of this interview will be kept and signed by the complainant. If the complainant is not satisfied at this stage they should ask for the matter to be dealt with under Stage 2 of the Complaints Procedure.

Stage 2
Where the matter is not resolved by Stage 1, the UNISEX Manager will immediately refer the complaint to the General Manager who with two members of the full-time University of Sussex Student Union sabbatical team elected by the General Manager will form a complaints panel who will have access to all written information concerning the complaint.
The complainant will be informed by the General Manager who is to sit on the panel and also that they will be contacting the member(s) of staff against whom the complaint is made. The panel will review the decision made at Stage 1 and may seek further clarification from any of the parties involved. The Complaint Panel will notify the complainant of its reason and decision within 15 working days of having received the complaint from the UNISEX Manager. The Panel decision is final. The General Manager is responsible for ensuring records of the meeting are kept and Monitoring is completed.

Stage 3
The complainant will be notified that if they remain unhappy with the decision of the Complaints Panel, the complainant can be passed to the Head of Personnel for arbitration. Arbitration will be confined to the following:· establishing the Complaints Procedure has been followed correctly; ensuring that the complaint has been dealt with objectively and fairly.

Recording and Monitoring Complaints
All complaints will be recorded and kept on file, including those, which were resolved without being put in writing. Monitoring records will be used to do this. All complaints shall be treated with regard to the Confidentiality Policy. The UNISEX Manager will report complaints to the General Manager summarising the natures of complaints received and how they were resolved. If procedures have been correctly adhered to, yet the complaint is still unhappy with the decision, they should then seek advice from a suitable person in an organisation from outside of the University of Sussex.

Publicising the Procedure
The UNISEX Manager is responsible for ensuring that a copy of this Complaints Procedure is available on request, and that it be displayed on the UNISEX and Student Advice centre web site.

Ensuring the Effectiveness of the Procedure.
All members of staff and volunteers of UNISEX will be made aware of the Complaints Procedure. The procedure will be continuously reviewed and any amendments made on an annual basis.

Equal Opportunities Policy

Statement
This Union is committed to the provision of equality of opportunities for all. It will strive to ensure equal opportunities for all regardless of: age, colour, ethnic or national origin, caring responsibility, sex, partnership status, religion, sexual orientation or identity, socio-economic status or background, disability or special need, HIV status, student status, political belief or trade union activity.
This Union will work proactively to increase inclusivity and involvement of students who are typically underrepresented or marginalized.
This Union recognises that there are groups who experience prejudice and exclusion in wider society and that additionally there are those within the University community who experience exclusion.
The Union will be aware of the needs and experience of its membership and will aim to portray that image in all the work it does.
USSU is committed to a working and learning environment that is free from discrimination, intimidation or unlawful harassment as defined by the Sex Discrimination Act 1975 and the Race Relations Act 1976. For the purposes of the USSU Equal opportunities Policy, these definitions will be extended to cover discrimination on any of the bases noted above.
The Union will work in conjunction with the Equal Opportunities policy of the University. The Union will strive for a more comprehensive and inclusive University equal opportunities policy.
No help, support, or patronage will be given to those groups which directly contravene this equal opportunities policy.
These Standing Orders will apply to all aspects of Union activity, including SUSUS Ltd. It will apply to all those involved in USSU, including students, staff, visitors, clients, contractors and potential as well as existing employees.

Responsibility
Overall responsibility lies with the President and the General Manager
All members and staff of the USSU are responsible for their own behaviour and should strive to ensure Equal Opportunities within their department. They may be held personally accountable should any complaint arise relating to them.

Provision
This Union understands that the needs of different groups vary and will therefore strive to provide according to need, which in some circumstances will result in different provisions.
USSU recognises the need for liberation groups (women, black and LGBT students) to have organisational autonomy and 'safe space'.
USSU is committed to ensuring that its services are available to those students with special needs. Where offices are inaccessible, staff and elected officers will endeavour to find alternative space for meetings and events in order not to exclude any interested party. Any alterations to, and/or development of the workplace, shall occur with access as a priority.

Volunteer Guidelines

*These guidelines are currently being updated in line with the new volunteering process. please check back in a couple of weeks from now 28/9/07.*

What Volunteers can expect from UNISEX
UNISEX commit to the following:

To provide adequate information, training and support for you to be able to meet the responsibilities of your volunteer work.
To take account of any specialist skills/qualifications/experience held by you.
To respect that the availability of volunteers is limited and that this may fluctuate.
To be receptive to any comments from you regarding ways in which we might mutually better accomplish our respective tasks.
To reimburse you with out of pocket expenses incurred during volunteer work (where receipts are provided).
To provide confidential one-to-one support and supervision on request.
To provide a certificate detailing your experience and skills and references for future employers if required.

UNISEX will not expect you to offer a greater time commitment than you are willing or able to offer. UNISEX will not expect you to undertake tasks that you do not have the skills or ability to perform or that you are unwilling to undertake. If you are unable to carry out your duties for whatever reason you must inform the Project Workers.

Policies and Procedures

Health and Safety
For your own safety we advise the following:

Volunteers should be free from drugs and alcohol whilst working.
Volunteers should avoid talking to people who are very drunk or disorientated.
Volunteers should avoid disclosing personal information and must not give out their telephone number or address.
During outreach work, volunteers must always work in pairs.
Volunteers must not have sex or arrange for future sex whilst working.

Confidentiality
UNISEX expects all its staff and volunteers to agree to and observe a code of confidentiality to be maintained at ALL times.
Confidentiality means:

Not disclosing personal information about any client with people outside UNISEX.
Only disclosing personal information about a client to others in UNISEX on a 'need to know' basis.
Not sharing personal information about another volunteer or staff member with anyone else unless consent has been obtained from the individual concerned. An exception would be if a volunteer had a grievance about another volunteer or member of staff and needed to disclose personal information about them in order to discuss the grievance with the Health Promotion Coordintor (see below).
If there is any doubt as to whether a matter is confidential or not, it should be treated as confidential. Any queries or concerns regarding confidentiality should be discussed with the Service Co-ordinator.

Equal Opportunities
UNISEX is committed to the principle of equality of opportunity and volunteers are expected to actively support this.

UNISEX embraces the value of diversity and seeks to ensure the widest possible representation within itself by the community it serves.
UNISEX aims to offer information and support about any sexual health, drug or alcohol issue and to make safer sex resources available to any member of the University communities regardless of their gender, race, nationality, ethnicity, marital status, disability, religion, creed, social background, class, sexual orientation or HIV antibody status.

Complaints and Grievances
If you have a complaint or grievance about another volunteer of staff member, this should be discussed with the Service Co-ordinator. If you have a complaint about the Service Co-ordinator this should be directed to the Development Manager or the Student Advice Centre Manager.