Creating a Respectful and Safe Environment Policy  

 

1. Purpose 

Norfolk Special Educational Needs and Disabilities Information, Advice and Support Service (SENDIASS) is committed to providing a safe, respectful, and supportive environment for children, young people, parents/carers, staff members, and partner agencies. 

 
This policy outlines our expectations of service users’ behaviour and our approach to any negative behaviour experienced by staff or other service users. 

2. Scope 

This policy applies to all individuals that come into contact with the Service, including:  

  • Children and young people 

  • Parents and carers 

  • Professionals and partner organisations 

  • Members of the public 

  • SENDIASS staff  

It covers all modes of communication, including face-to-face, telephone, email, online meetings, social media, and written correspondence. 

 

3. Our Commitment 

Norfolk SENDIASS has a statutory responsibility to offer impartial information, advice and support.  

Staff are entitled to a safe environment to work in; no staff member should be expected to endure intimidation or hostility. 

 

We will take immediate and proportionate action to protect staff and service users if unacceptable behaviour occurs. 

 

4. Unacceptable Behaviours Statement 

Norfolk SENDIASS has zero tolerance for behaviours that threaten the safety, wellbeing, or dignity of our staff or service users. This includes, but is not limited to: 

4.1 Aggression and Abuse 

  • Verbal abuse, shouting, swearing or hostile tone 

  • Threatening language or behaviour 

  • Intimidation, harassment or attempts to make staff feel uncomfortable 

  • Physical aggression or threats of harm 

  • Persistent or repeated unreasonable demands 

4.2 Discriminatory Behaviour 

Norfolk SENDIASS will not tolerate any discriminatory behaviour or language, including: 

  • Homophobia 

  • Biphobia 

  • Transphobia 

  • Misogyny or sexist language/behaviour 

  • Racism 

  • Religious discrimination 

  • Disability discrimination or ableism 

  • Any other behaviour that violates equality, dignity, or respect 

4.3 Inappropriate or boundary crossing Conduct 

  • Unwelcome personal comments 

  • Intrusive questioning or behaviour 

  • Attempts to undermine professional boundaries 

  • Any behaviour that causes a staff member to feel distressed, unsafe or uncomfortable 

 

5. Consequences of Unacceptable Behaviour 

When unacceptable behaviour occurs, SENDIASS may take one or more of the following actions: 

  • Give a clear verbal or written warning 

  • End a call or meeting immediately 

  • Limit communication to written contact only 

  • Implement a cooling off period e.g. a week without contact  

  • Refuse access to SENDIAS Service temporarily or, in extreme cases, permanently 

  • Report threats, harassment, or violence to the police or relevant authorities 

  • Record the incident in line with Norfolk County Council safeguarding and incident reporting procedures 

 

6. Responsibilities 

6.1 Staff Responsibilities 

SENDIASS staff will: 

  • Treat all service users with respect and professionalism 

  • Apply this policy consistently 

  • Escalate concerns using appropriate safeguarding and incident procedures 

  • Seek support from line management where needed 

6.2 Service User Responsibilities 

Service users are expected to: 

  • Communicate respectfully with staff 

  • To be aware of this policy and possible consequences for actions 

  • Understand possible consequences if behaviour breaches this policy 

  • If receiving one off or casework support agree to and sign the parent/carer Charter 

 

7. Review of the Policy 

This policy will be reviewed annually, or sooner if legislation or service needs change.