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1.INTRODUCTION
1.1Name of the Organisationaims to ensure effective communication with external and internal users, ensure staff and volunteers are kept promptly informed of any issues relevant to their roles in the organisation, and information channels are set up within the organisation and reviewed and updated regularly or when the organisation is restructured.
1.2This policy sets out our approach to communication with the outside world, both orally and in writing, and how communication and subsequent feedback is processed internally throughout the organisation.
1.3The following principles underline our approach to communications:
- We will try to be as transparent as possible in the way we communicate with each other within the organisation and with people outside the organisation.
- We will continually try to improve our communications (whether spoken or written) to avoid wrong or distorted information, misunderstandings and misinterpretations.
- Information will be passed on promptly to all relevant people through appropriate channels.
1.4Staff, volunteers, trustees and managers have a responsibility to implement this policy.
1.5This policy should be read in conjunction with other Name of the Organisationpolicies including:
- User care policy and procedure
- Confidentiality policy
- Conflict of interest policy
- Code of conduct for staff
- Electronic communication policy
- DEFINITIONS
2.1 Users: Users (also known as stakeholders) are people and/or organisations who naturally or out of necessity have an interest in what we do.
2.2External users:
- People and organisations in receipt of our services such as refugees and asylum seekers, advisors, other service-providers, professionals in receipt of a service
- People and organisations who give us money such as funders, donors, contracting organisations
- Contractors and those to whom we are contracted as well as those with whom we do business
- People whose own work relies to a significant extent on our work such as politicians, policy-makers and journalists
2.3Internal users:
- People who are accountable for our work and to whom we are accountable such as governing body members, managers and colleagues
- People who work for us such as staff and volunteers.
2.4Media: National and local newspapers, radio and television, and on-line news providers
- RELEVANT LEGISLATION
- The Disability Discrimination Act (DDA) 1995
- Data Protection Act 1998
- Privacy and Electronic Communications (EC Directive) Regulations 2003
- POLICY
Internal communication
4.1 We all have a responsibility to share and exchange information regarding work across the organisation and to contribute towards two-way communication through the director and managers.
4.2 We need to be clear about our own understanding and be able to ask questions when we feel something is not clear or there is anything we do not understand. Equally, when we pass on messages or information to others, we should always think about what the best way is to communicate with them and how we can ensure that what we are trying to convey is understood.
4.3Anyone for whom our communication is intended must be able to access it easily. The director and managers have a specific responsibility to keep their teams informed. They should encourage the exchange of communication through briefings, feedback sessions, review meetings, written memos/reports, through the organisation's newsletter and by providing information in the appropriate format for their team members.
4.4All staff and volunteers are encouraged to contribute to the exchange of information between management team and staff, and we will consult with staff on all matters of importance that affect the working environment.
4.5 We will hold regular staff/team meetings and organise annual 'away days' or review days for staff, trustees and volunteers to share information and concerns.
4.6The Title of relevant Manager/staff memberwill develop guidelines for the use of electronic communications as appropriate.
External communication
4.7All media inquiries received by staff or trustees should be directed to Title of relevant Manager/staff member responsible for handling media queries. Requests for responses on new issues relevant to refugees should be discussed with the director, who in turn should seek guidance from the governing body as appropriate and decide whether the organisation should respond to the query or refer it to another appropriate organisation.
4.8 Person/post responsible for handling media querieswill ensure that proper procedures are in place when asylum seekers or refugees agree to speak to the media, to ensure their rights are respected, they feel safe, they have been properly briefed and, if possible, are accompanied by someone from the organisation.
4.9 All staff and trustees communicating externally on behalf of the organisation will ensure they are up-to-date with current issues and concerns, and respect the values of the organisation.
4.10We have a media action plan for dealing with serious incidents, either as a result of issues directly concerning our organisation or users, or as a result of external incidents that could reflect badly on the image of refugees and asylum seekers.
Written materials
4.11The relevant manager/staff memberis responsible for ensuring that the content of all external publications (leaflets, information packs, articles and news releases) is consistent with our values, in line with our charitable objectives, professionally presented and properly proofread.
4.12The relevant manager/staff membercontrols all externally produced print publications and sets up standards to ensure they are visually consistent.
- IMPLEMENTATION AND MONITORING
5.1 Name of the organisation’s communications policy will be presented as part of the induction material to all new staff including interpreters, volunteers and members of the board of trustees. Title of relevant manager/staff membershould also make the policy available to anyone requesting a copy.
5.2We will review our communication processes every year as part of the planning cycle in order to target relevant audiences (for example by raising awareness among teachers) and to improve our communications with our internal and external customers.
5.3Title of relevant manager/staff memberwill be responsible for making any agreed changes to this policy and for ensuring it is being implemented across the organisation.