Policies & practices

Franklin Hart Consultancy is a not-for-profit Community Interest Company and seeks to work ethically. If you have any questions about any of these policies, please contact Caro Hart on 07887 951071.

Customer service quality procedure:

We are always seeking to improve the quality of our service to customers. We promise that:

  • We will be courteous and professional at all times
  • We will be on time and well-prepared for events, meetings and training courses
  • Your emails will be answered within two working days
  • If we have said that we will meet a deadline – we will do so
  • Our charges are transparent with no hidden extras and our invoices will reflect this – you will be invoiced promptly and given payment options
  • We will ask for your feedback at events and encourage you to make comments on our e-media – we will take negative feedback seriously and act upon it

Equality & Diversity Policy:

Franklin Hart Consultancy believes that to achieve its charitable aims it needs to work with a diverse range of people during consultancy projects, on training courses and in all other ways as colleagues. It is important that this be thought about and worked towards so that the experiences of those involved in any way with Franklin-Hart may be made rich and fulfilling.

Franklin-Hart understands that some people may experience barriers to full inclusion in society, including the prejudice and ignorance of others, and resolves to acknowledge this in its work and actively seek ways, in all that it does, to learn how to identify and minimise the effects of those barriers. We understand that some people may have impairments, but that it is society and social infrastructure which disables them.

Environmental policy:

Franklin Hart Consultancy undertakes to work in a way that seeks to:

  • Recycle
  • Re-use
  • Reduce

Where practical it will recycle waste and re-use materials. We will always be mindful of whether or not things need printing out and seek to store materials electronically where possible.

We aim to reduce our carbon footprint by using public transport or walking as much as possible to meetings or ensuring that meetings are grouped to reduce the use of fuel. We will expand the use of ICT to ensure that meetings or other events can be held remotely to save travel and other resources costs.

Data protection policy:

The following policy statement explains how your personal information will be treated when you access this website.

Franklin Hart Consultancy does not have a secure, encrypted site and so you will always have the option to telephone or email us to discuss your issues if you do not want to leave a public comment. We do not ask for any financial or personal information online.

The personal information gathered by the booking form, newsletter sign-up and website feedback forms is held through SurveyMonkey.com and is password protected.

Franklin-Hart is committed to meeting its obligations under the Data Protection Act of 1998. We will strive to observe the law in all collection and processing of subject data and will meet any subject access request in compliance with the law.

Franklin-Hart will only use data in ways relevant to carrying out its legitimate purposes and functions as a community interest company in a way that is not prejudicial to the interests of individuals. We will take due care in the collection and storage of any sensitive data and do our utmost to keep all data accurate, timely and secure. Franklin-Hart staff must not disclose data except where there is subject consent, or legal requirement. We will keep records of all complaints by data subjects and the follow-up. It will also keep a record of all data access requests.

Principles of data protection outlined in the Data Protection Act – Anyone processing personal data must comply with the eight enforceable principles of good practice. These say that data must be:
•  Fairly and lawfully processed
•  Processed for limited purposes
•  Adequate, relevant and not excessive
•  Accurate
•  Not kept longer than necessary
•  Processed in accordance with the data subjects’ rights
•  Secure
•  Not transferred to countries without adequate protection

Volunteer Policy

Franklin-Hart is committed to giving its volunteers a rich and fulfilling experience. We recognise, that volunteers can make a unique contribution to community-facing organisations. The details of our volunteer policy are as follows:

This policy covers the basic elements of how we intend to work with volunteers.

Recruitment: We will use appropriate means to advertise for volunteers locally that take into account the principles of our Equalities and Diversity Policy. The applicant will be interviewed by the Caro Hart, Lead Consultant, and if this is successful two references asked for will be taken up.

Induction and Training: There will be an induction prepared and delivered by the Caro Hart, Lead Consultant. This will include:

  •  The role of the volunteer
  • Copies of all the relevant policies including this Volunteer policy, Equalities and Diversity, Customer service quality procedure, Data protection policy & Environmental policy
  • Essential procedures i.e. timekeeping, confidentiality & etc.
  • Safety of private property & insurances
  • Other information as appropriate.

There will be a trial period of 6 weeks to give the organisation and the volunteer time to discover if they are suited to each other. A review will be made midway through the trial period and also at the end.

Following completion of the trial period, volunteers will be given free places on all training courses run by Franklin-Hart. In addition, role-specific training will be given or the volunteer will have the chance to go on external courses paid for by Franklin-Hart.

Expenses: We value our volunteers and want to ensure that there are no barriers to volunteer involvement. All out-of-pocket expenses, if required, will be reimbursed, including expenses for travel and meals In order to claim expenses, an expenses form must be completed with relevant receipts and given to Caro Hart.

Support: Volunteers will have weekly meetings to touch base with Caro Hart and plan the next tranche of work. There will be periodically be formal reviews to ensure that the volunteering experience is fulfilling its goals on both side, but most support will be informal and ad hoc.

Insurances: The organisation has professional indemnity and public liability insurance. Volunteers will be advised at the induction to ensure that their belongings are insured under their own insurance policies when they attend the office or Franklin-Hart events as we cannot cover loss or destruction of personal property.

Confidentiality: Volunteers will be working with proprietary information including the names and details of subscribers. They will be talked through the Data Protection Policy.

Resolving Problems: The relationship between the organisation and its volunteer workers is entirely voluntary and does not imply any contract.  However, it is important that the organisation is able to maintain its agreed standards of service to the clients who use it, and it is also important that volunteers should enjoy making their contribution to this service.

If a volunteer does not meet with the organisation’s standards, here is how it will be dealt with:

  1. Initially with a meeting with Caro Hart who will explain the concerns and agree with the volunteer the expected performance standards.
  2. If this does not resolve the concern then a further meeting will be convened at which the disparity between the agreed standards and the volunteer’s performance will be discussed in detail.
  3. If the volunteer’s work still does not meet with our standards then we shall have to stop using your services.

At all times the volunteer will be able to freely state their case and can have a friend to accompany them.

If the volunteer is dissatisfied with any aspect of their work, they should:

  1.  Explain their dissatisfaction to Caro Hart, who will agree a plan of action to rectify the problem.
  2. If after this, the volunteer’s  dissatisfaction remains unresolved, and Franklin-Hart are unable to resolve your grievance, then it would be inappropriate for the person to continue to be a volunteer.

At all times the volunteer will be able to freely state their case and can have a friend to accompany them.

Date of policy 1st November 2012. This Volunteer policy is freely accessible to all.  It will be reviewed on a yearly basis to adapt or improve it.


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