Office Standards Policy

I am proud to represent Stretford & Urmston, and I work hard to support more than 100,000 constituents.

My small and hard-working casework team is dedicated to supporting everyone who contacts me as quickly as possible but will not tolerate unacceptable behaviour.

Aggressive or abusive behaviour

I understand that constituents are often upset and angry about the issues they wish to raise. If that anger escalates into aggression towards my team, I consider that unacceptable. Any violence or abuse towards my team will not be tolerated.

Violence is not restricted to acts of aggression that may result in physical harm. It also includes behaviour or language (whether verbal or written) that may cause staff to feel offended, afraid, threatened or abused.

Unacceptable language is that which:

• is offensive, derogatory or patronising;
• is discriminatory in any way, including racist, sexist, homophobic or transphobic comments, or;
• sending graphic imagery to my team.

All threats against either myself or my team will be taken extremely seriously and if my team feel scared or threatened at any point during a conversation with a constituent, the interaction will be ended, and the police may be contacted.

Harassment 

My team has the right to perform their duties free from harassment or threats of harassment.

Examples of behaviours I consider to be harassment against my office include:

• contacting staff using their personal details or social media presence such as Facebook, Twitter or LinkedIn;
• publishing personal, sensitive, or private information about staff online or via other public channels such as noticeboards or newsletters.

Unreasonable levels of contact

Sometimes the volume, frequency and duration of contact made to my office by an individual can become unsustainable. This can occur over a short period. For example, a large number of calls in one day, or frequent and persistent emails regarding a vast range of issues which take up a disproportionate amount of staff time.

I consider that the level of contact has become unacceptable when the amount of time spent talking to a constituent on the telephone, or responding to, reviewing and filing emails or written correspondence impacts on my office’s ability to deal with that case or managing our overall caseload.

Reasonable adjustments

I understand that some constituents may find it difficult to express themselves or communicate clearly, especially when they are anxious or upset. To do this, we ask that they explain what adjustments they’re looking for and how this will ensure they can access the service my office offers.

My office will always consider making reasonable adjustments for a constituent asked to do so. Examples of adjustments we can consider are:

• we could consider using different methods of communication;
• providing written communication in large print, coloured text, or in translation;
• giving clear warnings if conversations become unproductive and allowing constituents the opportunity to modify their behaviour before ending a call.

However, I do not expect my staff to accept being subjected to aggressive, offensive, threatening, or abusive actions, language, or behaviour.

I may still use the policy if there are actions or behaviours which are having a negative effect on our staff or our work even where a reasonable adjustment has been made.

Actions I may take

When my office experiences behaviour or demands which are unacceptable, I may consider taking more formal action. The actions I will consider may include the following:

• Warning the constituent about their behaviour and requesting that the constituent modifies their behaviour in future contact with us;
• Reporting an individual to the Police;
• Appointing a specific point of contact for the constituent;
• Communicating only in writing or via a representative;
• Deciding not to investigate a complaint on the basis that it has been pursued in a way that is unacceptable;
• Stopping all communication with a constituent;
• Restricting or limiting contact;
• Blocking your telephone number and email from our systems;
• If we believe a constituent may be at risk, we may contact mental health services or the Police.

Where we decide that formal action must be taken, a note may be placed on our records to this effect.