1 What is Unreasonable Behaviour At LeO our Managing unacceptable behaviour policy defines unreasonable behaviour under two categories Aggressive abusive or offensive language or behaviour ID: 565440
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Managing Unreasonable Behaviour – The Legal Ombudsman JourneySlide2
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What is Unreasonable Behaviour?
At LeO our ‘
Managing unacceptable behaviour policy’
defines unreasonable behaviour under two categories:
Aggressive, abusive or offensive language or behaviour
General unreasonable behaviourSlide3
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Aggressive, abusive or offensive language or behaviourThreats of physical violenceSwearingInappropriate cultural, racial or religious referencesRudeness, including derogatory remarksSlide4
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General unreasonable behaviourExamples of this behaviour includeDemanding responses within an unreasonable time-scaleRepeatedly contacting or insisting on speaking to a particular member of staff who is not directly dealing with the matter;Excessive telephone calls, emails or lettersSending duplicate correspondence requiring a response to more than one member of staff
Persistent refusal to accept a decision or explanations
Continuing to contact without presenting new and relevant information.Slide5
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The impact of unreasonable behaviour Slide6
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Considerations when managing unreasonable behaviourOur Policy says......... “The Legal Ombudsman recognises that in some circumstances, customers may have a mental health problem and/or other disabilities where it may be difficult for them to express themselves or communicate clearly and or appropriately. Where unacceptable behaviour is evidenced under these circumstances, [we] will consider the individual needs and circumstances of the customer and our staff before deciding on how best to manage the situation.”Slide7
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A need for changeSlide8
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What we did nextWorking group set up to look at our current policies to develop training, policy and procedure using existing and new material
Looked for ‘best practice’ from other organisations and considered material from ‘New South Wales Ombudsman’
Use of external bodies (Queen
Margaret University
) to help develop a real time tool for all staff Slide9
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A clearer approach Reviewed and updated the ‘Managing unacceptable behaviour policy’
Developed a process guide and our case management system
Enhanced our online tool kit for staffSlide10
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Process GuideClear three stage process of responsibilities:
All clearly documented on the contact record of the case management systemSlide11
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Contact AlertsWe use ‘contact records’ to link cases to customers. These record useful information about the customer that will then be shown on all cases that contact has.
Information on the contact record drives a number of ‘Contact Alerts’ such as Reasonable Adjustments in place, (RA) and Active Complaint (C) and recently updated contact information (U)Slide12
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Types of restrictionSlide13
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Online tool supportDeveloped a Challenging Behaviour Application for use in real time to supplement our existing suite of support information Covers three main sections
Why people are unreasonable and how to prepare for contact
An interactive real time tool for all staff
A reflective piece for staff support – feedback, learning and debriefing.
Includes section on ‘post management; which includes supportive strategies for dealing with challenging behaviour. Slide14
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Review and reflectionThe full suite of changes will go live in June / July 2015
Continuous improvement - review six months later