Simple Managed Behaviour Policy (Multiple Languages)

Easy Read Version of Beacon Cymru Group’s Managed Behaviour Policy

This guide explains how we expect people to behave when they contact us and what we consider unacceptable behaviour. It also tells you how we handle difficult behaviour and how you can ask us to review a decision.

Purpose of this Policy

Beacon aims to:

• Provide great service to everyone.
• Keep our staff safe and healthy.
• Ensure everyone is treated with respect.

Residents and customers have the right to:

• Be heard.
• Be treated fairly.
• Be treated with respect.

Staff have the right to:

• Feel safe at work.
• Do their job without facing abuse or harassment.

This policy explains how we handle behaviour that could interfere with these aims.

Important Points

It is important to:

• Understand what behaviour we do not accept.
• Clearly explain our decisions.
• Know what happens if behaviour does not change.
• Have a clear way to ask for decisions to be reviewed.

Reasonable Adjustments

Some people may have disabilities or long-term health conditions. Beacon can make adjustments like changing how we communicate or offering extra support. If behaviour is inappropriate, we may change how we communicate. We will review each case carefully and explain our decisions in writing.

Unacceptable Behaviour

We know people can be upset, but we will not accept behaviour that is:

• Aggressive, abusive, or threatening.
• Racist, sexist, homophobic, or discriminatory.
• Using insulting language.
• Harassing or intimidating staff.
• Sharing staff details without permission.
• Recording calls without permission.

Unreasonable Demands or Contact

Behaviour might be unreasonable if it:

• Uses too much staff time.
• Stops us from helping others.

Examples include:

• Contacting us repeatedly about the same issue.
• Asking for quicker replies than agreed.
• Refusing to follow the complaints process.
• Changing complaints repeatedly.
• Making demands we cannot meet.

Managing Unacceptable Behaviour

Beacon will:

• Explain if there is a concern early on.
• Give you a chance to change your behaviour.

If behaviour does not improve:

• A senior manager will decide what to do.
• We might set up a communication plan.

A communication plan could mean:

• Contact must be in writing.
• Contact through one named person.
• Limits on how often you can contact us.
• Meetings with another person present.

The plan will be given in writing and usually lasts up to 12 months.

Serious Safety Concerns

If behaviour threatens staff safety or involves violence, we might:

• Add extra safety measures.
• Contact the police.
• Take legal action.
• Staff safety is always a priority.

Reviewing a Communication Plan

You can ask us to review a communication plan if:

• Your situation changes.
• The plan stops you from accessing services.
• There was a mistake in deciding the plan.

A senior manager will review your request and respond within 15 working days.

Monitoring and Reporting

Beacon keeps records of communication plans, reviews them regularly, and reports serious risks to senior leaders and our board.

Equality and Fairness

Beacon treats everyone fairly. We do not discriminate against anyone based on:

• Age
• Disability
• Race
• Religion or belief
• Sex
• Sexual orientation
• Gender reassignment
• Pregnancy or maternity
• Marriage or civil partnership

Your Information and Privacy

We keep your personal information safe. We:

• Only share information when allowed.
• Store it securely
• Follow data protection laws.

Welsh Language

You can communicate with us in Welsh or English. Let us know your preference.

Need Help?

If you need anything explained from this document, our team will help. Contact us at 01792 479200 or [email protected].