Performance Standards for Casual Locum and Agency Workers

The nature of locum and agency workers is that they are casual and so the requirement in
terms of proactive work is minimal. Therefore the performance standards are limited to the
running of the service in which the worker in engaged for that shift and ensuring safety.

The four key performance areas relating to support are:-

1. Professional accountability and communication

2. Working safely and minimising harm
3. Promoting diversity
4. Health and Safety

There may be additional requirements related to the service specification e.g. mental health,
complex needs, male/female refuge.
1. Professional accountability and communication
Detail and examples:
Works as part of a team, co-working on projects, supporting and backing up
colleagues, sharing information.
Effectively de-escalates difficult situations with clients
Maintains up to date local information which is shared within the team and
appropriately and accessibly recorded
Maintains a professional image in working with external agencies, through punctuality,
appropriately preparing, dressing appropriately and delivering agreed actions.
Writes all letters in accordance with the organisational standards using a Plain English
approach with minimal spelling and grammatical errors.
Information is recorded, kept and provided in accordance with the Data Protection Act
(1998), and in the best interests of clients.
All information, reports, file notes and records, including computerised records, are
factual, accurate and clearly set out in plain English.
Opal is accurately updated with all relevant clients activity within 5 working days
Understands how to contact appropriate services in a crisis e.g. SNT, On-Call
Manager, 999
Promotes a safe and welcoming environment to all clients, visitors, staff and
contractors
Presents a professional and polite manner in email and telephone communications
Reviews project log book (or equivalent) at the beginning of each shift and carries
over tasks that have not been completed, ticking off tasks that have been carried out.
Makes keyworkers aware of any diary changes as they occur.
Provides a service that meets legal requirements (such as the Disability Discrimination
Act) and St Mungos Diversity and Inclusion Policy

Measures of success:
Positive client feedback

1
 Positive peer feedback
Positive feedback from external services

2. Working safely and minimising harm

Detail and examples:
Makes use of emergency services when necessary
Performs necessary first aid within the bounds of policy and procedure
Liaises with other relevant organizations in relation to risk
Identifies situations which are potentially harmful to individuals and takes action to
address them
Effectively de-escalates difficult situations with clients
Cleans and disposes of body fluids according to recommended practice.
Disposes of needles according to recommended practice.
Documents all assessments, findings, incidents and accidents
Performs regular/timely health and safety checks to local procedure
Recommends adjustments following health and safety check are carried out.
Obtains relevant information regarding disputes/risks
All work is carried out according to organizational and legal requirements
Ensures contractors are aware of the local operating environment and risks.
Risk assessments for trips are completed
Uses Personal Protective Equipment when dealing with spillages and body fluids
Demonstrates awareness of business continuity plan, building based risk
assessments and fire risk assessments
Demonstrates awareness of safeguarding and domestic abuse and how to report to
the relevant agencies

Measurements of success:
Minimal incidents as indicated by annual Health and Safety reporting
Incidents dealt with and recorded appropriately and under the correct
procedures.

3. Promoting Diversity
Detail and examples:
Supports clients to gain a greater understanding of different cultures, groups and the
individual needs and aspirations of others
Encourages clients to share their opinions and experience in a way that is respectful
to the opinions/sensibilities of other clients and staff
Constructively and sensitively challenges inappropriate treatment of other staff and
clients
Shares diversity best practice, experience and knowledge with other staff and clients

2
 Records information in a way which is consistent with the rights of the client and
distinguishes between facts and opinions
Provides a service that meets legal requirements (such as the Disability Discrimination
Act) and own Diversity and Inclusion Policy
Actively participates in the internal and external audit requirements of the service
Raises awareness of bullying and harassment and supports clients and colleagues to
report matters of harassment and bullying

Measurements of success:
Positive client feedback
Evidence that Diversity has been addressed after incidents

4. Health and Safety

Details and examples:
Promptly arranges for repairs and health and safety issues to be remedied, following
relevant procedures reporting urgent repairs to the landlords maintenance service.
Awareness of local daily/ weekly /monthly procedures and requirements
Carries out weekly call point checks, rotating the call point site each time.
Carries out quarterly fire evacuations.
Maintains detailed written logs of all health and safety actions
Adheres to Listeria fact sheet when preparing chilled food.
Receives adequate food hygiene training before preparing food.

Measurements of success:
Repairs carried out to timescale according to PS or RSL time frames
Annual H&S audit produces minimum areas for attention