Login

SL23-Lone Working and Staff Safety Policy

{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

Lone Working and Staff Safety Policy

1. Introduction

At {{org_field_name}}, we recognise that lone working is an integral part of supported living. Many of our staff members provide essential support services to individuals in their own homes, often working alone without direct supervision. While this allows tenants to maintain their independence and receive personalised care, it also presents specific risks to staff safety.

1.1 Legal and regulatory framework

Our approach to lone working and staff safety is underpinned by our duties under the Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999, and by the Fundamental Standards set out in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. In particular, this policy supports compliance with: Regulation 12 (Safe care and treatment) (ensuring care is delivered safely and risks of avoidable harm are mitigated), Regulation 13 (Safeguarding service users from abuse and improper treatment), Regulation 17 (Good governance) (systems to assess, monitor and improve safety/quality and manage risks), Regulation 18 (Staffing) (sufficient numbers of suitably skilled staff, training and supervision), and Regulation 20 (Duty of candour) (openness and transparency when things go wrong). We also meet our statutory duty to notify the Care Quality Commission of relevant incidents under the Care Quality Commission (Registration) Regulations 2009 – Regulation 18 (Notification of other incidents).

2. Purpose and Scope

This policy applies to all employees who work alone while providing support services in the community. It is also relevant to managers and supervisors responsible for assessing risks and implementing safe working practices. The policy covers situations where employees are required to provide personal care, conduct tenant visits, travel between tenants, or work outside normal office hours. By implementing this policy, we aim to create a safer working environment for all lone workers.

3. Regulatory requirements and responsibilities (CQC Fundamental Standards)

To meet CQC expectations, {{org_field_name}} will maintain clear systems for:

Safe care and treatment (Regulation 12) – risk assess lone working, implement control measures, and ensure staff have the competence and support to deliver care safely.

Safeguarding (Regulation 13) – operate effective systems to prevent, identify, respond to and report abuse or improper treatment, including where lone working increases risk to staff or people we support.

Good governance (Regulation 17) – keep accurate records of risk assessments, incidents, learning, audits and actions, and use these to improve lone working safety arrangements.

Staffing (Regulation 18) – deploy sufficient staff with the right skills, training, supervision and competency sign-off before they work alone.

Duty of candour (Regulation 20) – where an incident meets the definition of a notifiable safety incident, we will act openly and transparently with the relevant person and keep clear records of actions taken.

CQC notifications (CQC Registration Regulations 2009 – Regulation 18) – we will notify CQC “without delay” of incidents that fall within the notifiable categories.

Roles and accountability – the Registered Manager is accountable for oversight of lone working arrangements and ensuring systems are implemented, monitored and improved. Line managers are responsible for completing/authorising risk assessments, ensuring staff competence before lone working, and taking immediate action following incidents. Staff are responsible for following this policy, using safety controls, reporting concerns, and completing check-in procedures.

4. Understanding Lone Working Risks

Lone working refers to situations where an employee performs their duties without direct supervision or in isolated conditions. In supported living, this often includes working in unfamiliar or potentially high-risk environments. Risks may arise from multiple factors, including the behaviour of tenants, environmental hazards in the home, or the location of the visit.

To mitigate these risks, {{org_field_name}} conducts thorough risk assessments before any lone working assignments commence. These risk assessments consider factors such as the service user’s health and behavioural history, the safety of the physical environment, and the geographical location of the visit. If risks are identified, appropriate control measures are put in place, such as enhanced supervision, training, or the use of technology to monitor staff safety.

5. Risk Assessment and Prevention Strategies

Risk assessment is an essential component of our approach to lone worker safety. Before any employee starts lone working, we conduct an initial assessment to evaluate the level of risk associated with the task and location. This includes assessing whether there is a history of aggressive behaviour from the service user, whether there are environmental hazards such as poor lighting or unsafe entry points, and whether the location is in an area with a high crime rate.

In addition to the initial risk assessment, employees are trained to conduct dynamic risk assessments during their visits. This means they continuously evaluate the safety of their surroundings and can withdraw if they feel unsafe. Our employees are empowered to make decisions about their personal safety, and our management team supports them in prioritising their well-being above all else.

To further enhance safety, {{org_field_name}} has implemented a robust communication system. All lone workers are required to check in before and after each visit using a designated app or phone system. In cases where staff feel at risk or encounter difficulties, they have access to an emergency contact number that connects them directly to a supervisor who can provide immediate assistance.

6. Training and Awareness

We believe that equipping our employees with the right knowledge and skills is one of the most effective ways to keep them safe. All lone workers receive mandatory training on personal safety, conflict resolution, and risk assessment. This training includes strategies for de-escalating potentially aggressive situations, recognising early warning signs of danger, and using emergency procedures if required.

In addition to general safety training, employees also receive specific safeguarding training in line with safeguarding regulations for Supported Living​. This training ensures that our staff understand how to identify and report abuse or neglect, both in relation to themselves and the tenants they support.

Competency and authorisation for lone working

Staff must not undertake lone working duties until they have completed all mandatory training relevant to their role, received an induction to lone working arrangements (including check-in procedures and any escalation/Code Red processes), and have been assessed as competent by their line manager. Where appropriate, staff will work under supervision until they can demonstrate safe practice in line with the risks of the setting and the needs of the people being supported. Records of induction, training completion, supervision and competency sign-off will be maintained, reviewed, and audited.

7. Technology and Equipment to Enhance Safety

We have invested in technology and equipment to support the safety of our lone workers. Each employee is issued a personal alarm, which can be used in emergencies to alert management to their location and need for assistance. Where required, we also provide GPS tracking systems that allow supervisors to monitor staff locations during their shifts.

For employees working in high-risk areas or with tenants who have a history of aggression, we may implement additional measures such as alarms, car dashcams, or geo-location tracking. These measures provide an added layer of security by documenting incidents and discouraging threatening behaviour.

7.1 Information governance, privacy and proportionality (staff safety technology)

Where {{org_field_name}} uses lone worker apps, GPS/geo-location, or any monitoring technology, we will ensure its use is necessary and proportionate for staff safety, and that it complies with applicable data protection and confidentiality requirements. Staff will be provided with clear information on: what data is collected (e.g., location, check-in times, emergency activations), the purpose (staff safety and emergency response), who can access it, retention periods, and how to raise concerns. Access to location data will be restricted to authorised managers/on-call personnel on a need-to-know basis, and location monitoring will not be used for unrelated performance management unless separately justified and communicated. Any data breaches or inappropriate access will be managed through our incident governance arrangements.

8. Travel and Transport Safety

Safe travel between tenants’ homes is a crucial aspect of lone worker safety. Employees are advised to use well-lit and populated routes whenever possible and to avoid isolated areas at night. If staff members are required to drive as part of their job, they must ensure that their vehicle is properly maintained, insured, and equipped with necessary safety features.

We provide mileage reimbursement for staff who use their personal vehicles for work, and we monitor weather conditions to alert employees about potential travel hazards. Employees are encouraged to report any unsafe travel conditions, and alternative arrangements are made where necessary to ensure their safety.

9. Incident Reporting and Emergency Response

Despite all preventive measures, there may be situations where lone workers encounter difficulties.

In a life-threatening emergency, staff must call 999 immediately and then follow internal escalation procedures once safe to do so.

 It is essential that all incidents, no matter how minor, are reported to management so that appropriate action can be taken. This includes incidents of verbal abuse, threats, physical assault, or any situation where an employee feels unsafe.

Our emergency response procedure includes (where needed) a Code Red Alert, which staff can activate if they feel threatened. Once activated, management will take immediate action, which may include contacting emergency services or dispatching a supervisor to the location. Any incidents reported are thoroughly investigated, and if necessary, adjustments are made to working arrangements to prevent future occurrences.

In accordance with statutory reporting requirements​, serious incidents are reported to the appropriate authorities, and tenants who pose a significant risk to staff may have their care arrangements reviewed.

9.1 Immediate escalation and external reporting (including CQC notifications)

In addition to internal reporting, the Registered Manager (or the on-call manager) must consider without delay whether the incident requires escalation and/or statutory notification, including:

a) Safeguarding referral to the Local Authority (and/or other safeguarding pathways)
A safeguarding concern must be raised in line with our Safeguarding Policy where there is an allegation, disclosure or suspicion of abuse or neglect, or where there is a risk of serious harm to a person we support.

b) Notification to CQC (Care Quality Commission (Registration) Regulations 2009 – Regulation 18: Notification of other incidents)
The Registered Manager (or delegated person) must assess whether the incident meets CQC notification criteria and, where required, submit a CQC notification without delay. A clear record must be kept of: what was notified, the date/time it was submitted, the reference/confirmation, and who completed it.

c) Duty of candour (Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 20)
Where an incident meets the definition of a notifiable safety incident, we will act in an open and transparent way with the relevant person and/or their representative. This includes:

d) Police/emergency services
Where there is immediate danger, serious violence or threats, suspected crime, or serious risk to life, staff must contact the emergency services immediately and then inform the on-call manager/Registered Manager as soon as it is safe.

e) Health and safety reporting and investigation
All staff injuries, near misses, violence/aggression, missing check-ins, environmental hazards, and other safety-related events must be reported and reviewed to ensure learning and improvement. Control measures must be reviewed and strengthened where required.

9.2 Recording and learning

All incidents will be recorded in the incident reporting system and/or appropriate logs, including:

Trends (for example repeated aggression, environmental hazards, medication-related risks, missed check-ins, or repeated lone working concerns) will be reviewed by management to identify patterns and ensure improvements are implemented and monitored.

10. Employee Well-being and Support

We understand that lone working can be stressful, and we are committed to supporting our employees’ mental and emotional well-being. Employees who experience distressing situations are offered counselling services, and debriefing sessions are conducted following serious incidents. Staff are also encouraged to participate in peer support groups where they can share experiences and discuss challenges with colleagues.

Our open-door policy ensures that employees feel comfortable discussing safety concerns with management. We regularly seek feedback from staff about their lone working experiences and use this information to continuously improve our safety measures.

11. Compliance and Policy Review

This policy is reviewed annually or sooner if there is a significant change in risks or regulations. As part of our good governance arrangements, we will also complete at least annual audits of: lone working risk assessments, incident reporting quality, check-in compliance, training and competency records, and completion of actions/learning following incidents. Findings will be recorded and reviewed by the Registered Manager (or delegated senior manager), and the outcomes will be used to strengthen safety controls, staffing arrangements, and staff support. Compliance with this policy is mandatory, and all employees must read and acknowledge their understanding of the procedures outlined. Managers are responsible for ensuring that all staff adhere to safety protocols and that appropriate risk assessments are conducted.

By implementing this Lone Working and Staff Safety Policy, {{org_field_name}} ensures that we fulfil our duty of care to employees while maintaining a high standard of care for our tenants. Our commitment to safety, training, and support enables our workforce to perform their roles with confidence, knowing that their well-being is prioritised at all times.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.

Leave a Reply

Your email address will not be published. Required fields are marked *