Complaints Policy
The International Social Work Agency (TISWA)
Date: December 2024
Review Date: December 2025
Policy Statement
TISWA is committed to safeguarding the welfare of children, young people, and adults at risk who engage with our services. We believe that everyone has the right to live free from abuse, harm, and neglect, and we take our responsibility to promote the safety and wellbeing of all individuals seriously—particularly when delivering services involving vulnerable or high-risk individuals, including domestic violence perpetrators.
This policy applies to all staff, contractors, associates, and independent workers representing or working on behalf of TISWA, including during online sessions.
Purpose of this Policy
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To ensure that safeguarding principles underpin all TISWA activities.
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To outline responsibilities for identifying, reporting, and responding to safeguarding concerns.
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To establish clear safeguarding procedures for online delivery of services, especially domestic violence prevention work.
Scope
This policy covers all service users of TISWA, including:
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Adults at risk of abuse or neglect.
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Children and young people involved in or affected by TISWA services.
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Perpetrators and victims engaged in domestic violence programmes.
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All online and offline service delivery.
Key Safeguarding Principles
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Zero tolerance of abuse: All abuse is unacceptable, and any concerns must be taken seriously.
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Prevention and early intervention: Taking action before harm occurs.
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Empowerment: Supporting informed decision-making and participation.
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Accountability: Clear procedures and oversight for safeguarding concerns.
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Confidentiality: Information will only be shared when necessary to protect individuals.
Definitions
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Adult at Risk: An individual aged 18 or over who may be vulnerable due to mental or physical health needs, disability, or dependency.
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Child: Anyone under the age of 18.
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Abuse: Includes physical, emotional, sexual, financial abuse, neglect, domestic violence, and coercive control.
Roles and Responsibilities
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Designated Safeguarding Lead (DSL): Ms. Nia Bloomfield. Responsible for overseeing safeguarding, handling referrals, and maintaining records.
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All Workers and Associates: Must read this policy, complete safeguarding training, and report concerns immediately.
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Programme Facilitators: Must conduct pre-session risk assessments, set clear boundaries, and follow online safety protocols.
Safeguarding in Online Sessions
All online sessions, including domestic violence prevention work with perpetrators, must follow these procedures:
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Secure Platforms: Use encrypted, and secure video conferencing tools approved by TISWA.
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Pre-Session Checks: Confirm participant identity, risk status, and environment (private and safe).
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Ground Rules: Clear boundaries, confidentiality limits, and safeguarding disclosure procedures must be discussed.
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Emergency Protocols: Ensure emergency contact numbers and local safeguarding contacts are available before each session.
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Lone Working: Facilitators must follow TISWA’s Lone Working Policy, including check-in/check-out protocols with a line manager.
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Session Logging: Maintain confidential records of all sessions, noting any disclosures, concerns, or incidents.
Responding to Safeguarding Concerns
If a safeguarding concern arises:
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Listen and do not promise confidentiality.
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Record the concern using TISWA's safeguarding report form.
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Report immediately to the DSL or a senior manager.
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Refer to statutory services (e.g., police, adult or children’s social care) if there is immediate danger or risk.
Safer Recruitment and Supervision
All TISWA workers, including independent contractors completing assessments or delivering interventions, are required to provide a copy of:
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CV of Experience
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Proof of ID (passport, driving licence)
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Enhanced DBS check
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2 x Reference contacts
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Proof of qualification
Confidentiality and Information Sharing
TISWA respects confidentiality but recognises that safeguarding concerns must override this where necessary. Information will only be shared:
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On a need-to-know basis.
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With consent where possible.
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Without consent where necessary to protect a child or adult at risk.
Policy Review
This policy will be reviewed annually, or sooner if required by changes in legislation, guidance, or safeguarding incidents.