Introduction
There
are many possible formats for policy. Finding the most appropriate
format for policy will make written policy much easier to use.
Rule
of thumb: find the format most appropriate for the policy you
are wanting to write.
This
section includes a variety of different formats and samples.
a) Mission Statement
A
mission statement might usefully include the answers to the following
questions:
- What
is the organisation?
- What
are core beliefs and commitments?
- Who
is the service user?
- What
is their need?
- What
will be the benefit to them from this service?
- What
will the service do to provide this benefit?
b)
Philosophy/Principles/Values/Beliefs/Commitments
In
human services words such as philosophy, principles, values tend
to be used interchangeably. If you do not have a written philosophy
or statement of values one useful way to develop on is to ask
the staff and board members to write down three to five things
they believe in or are committed to about the service.
An
alternative approach to identify the rights and responsibilities
of each of the stakeholders, eg, service users, Management Committee
members, staff, volunteers
Some
examples are:
What
do we believe? What
are we committed to? Example
of beliefs and commitments
Rights
and Responsibilities
Client
Rights and Responsibilities
Staff
Rights and Responsibilities
Board
Rights and Responsibilities
c)
Goals/Aims/Objectives
In
human services aims and objectives are usefully written as:
For
.......a group of people ......to gain a benefit......
For
example an aim for relationship counselling could be "For people
experiencing difficulties with close relationships to be able
to get on better with those around them".
Writing
aims and objectives this way focuses on who the service users
are and what the benefit will be to them, rather than on what
you are going to do. What you are going to do is a strategy.
To
write client centred service policies it is essential to have
a client centred way of writing needs, aims, and objectives.
Here are some examples:
Example
of Aims and Objectives
d)
Service Delivery Process
It
is very helpful for human services to describe their service
deliver process in terms of what are the objectives to be achieved
at each step in the process and what do staff and clients have
to do at each step in the process.
Describing
a service delivery process this way keeps it client centred and
focused on the outcomes to be achieved.
In
this model the format is:
The
objectives for each step in the process.
The
procedures/steps for each step in the process.
So
for example, a service processes might be broken up into: referral,
assessment, service delivery, completion/exit. Here is an example
of this policy for a supported accommodation service:
Example
of Service Delivery Process for a supported accommodation
service.
e)
Specific Service Policies
There
are many policies that don't fit neatly into the service process
description, for example, use of vehicles, client confidentiality.
A
useful format for these policies is:
- Policy:
- Background:
- Procedures:
- Discretion:
Sometimes
polices on specific issues need include background information,
for example if staff are not familiar with a concept such as duty
of care the policy manual may need to include relevant information: Duty of care
Worker
security on home visits
f)
Process Descriptions
Sometimes
the policy document is most useful if it is a detailed description
of the steps in a process, for example, grievance procedures,
disputes and dismissals, recruitment and selection.
These
policies are designed so that they explain the steps in the process
to people trying to carry them out. So, for example, if staff
have to work through a disciplinary procedure they need to know
who does what at each step of the process. Here is an example.
Example
of Discipline procedures
g)
Job Descriptions
In
developing job descriptions naming the principal function and
the main roles of a position is often far more useful than focusing
just on a list of duties statements. The format for a 'job description'
might usefully include the following headings:
Principal
Function
Relationships
Accountable
to...
Supervises....
Works
with .... as part of a team...
Relates
with ....
Main
Roles
Duties
Skills
and Experience
Here
is an example of an executive officer's job description
Example
of Executive Officer's job description
h)
Management Committee/Board
Board/
Management Committee members need to understand their roles and
responsibilities, how the Board/Committee will make decisions,
what are the boundaries between the Board/Committee and staff,
etc.
The
following outlines some examples of Board and management Committee
roles and responsibilities:
Example
of a Board
Example
of a Management Committee
i)
Evaluation
The
organisation will need an evaluation policy and an overall evaluation
plan.
The
following outlines an approach an evaluation policy and plan
for a supported accommodation service to people with acquired
brain injury.
Example
of evaluation policy
j)
Diagrams
If
the organisational manual is to be useful to users it is likely
to include diagrams, flowcharts, organisational charts etc that
help communicate to the users of the manual. Some the the specific
visual in an organisational manual could include:
- A
map of the service process
- A
map of the geographic area
- An
organisational chart
- A
cartoon/picture (to make a point)
- Symbols
used throughout a document to highlight practice points, etc.
- Flow-charts
for processes
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