{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Lone Working and Staff Safety Policy

1. Purpose

The purpose of this policy is to ensure the safety and well-being of staff who may be required to work alone at {{org_field_name}}. This policy aligns with the Regulation and Inspection of Social Care (Wales) Act 2016, the Health and Safety at Work Act 1974, and the Welsh Government statutory guidance for providers and responsible individuals supporting compliance with the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as assessed by Care Inspectorate Wales (CIW). It provides clear guidelines on how {{org_field_name}} effectively manages lone working and staff safety, ensuring all necessary measures are in place to minimise risks associated with working alone.

2. Scope

This policy applies to all employees, agency staff, and contractors who work alone or in isolated situations within {{org_field_name}}. It covers:

• Lone working risk assessments
• Staff training and supervision
• Emergency procedures and communication
• Safety measures to prevent harm to lone workers
• Responsibilities of management and staff

3. Legal and Regulatory Framework

This policy supports compliance with relevant legislation and regulatory expectations in Wales, including (as amended from time to time):

• Regulation and Inspection of Social Care (Wales) Act 2016 – establishes the regulatory framework for regulated services in Wales and duties to provide safe, high-quality care and support.
• The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 and the associated statutory guidance – including expectations that providers: maintain up-to-date policies and procedures; ensure staff receive relevant service information (including arrangements for lone working); maintain appropriate staffing arrangements; and operate effective governance, incident learning and record-keeping arrangements.
• Health and Safety at Work etc. Act 1974 – requires the employer to ensure, so far as reasonably practicable, the health, safety and welfare at work of employees and others affected by the service.
• Management of Health and Safety at Work Regulations 1999 – requires suitable and sufficient risk assessments, implementation of preventative and protective measures, and provision of information and training.
• Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) 2013 – requires reporting of specified work-related injuries, diseases and dangerous occurrences.
• Equality Act 2010 and Worker Protection (Amendment of Equality Act 2010) Act 2023 – strengthens duties to prevent sexual harassment by taking reasonable steps (in force from 26 October 2024). This is relevant to staff safety, lone working risk assessment, reporting routes and management action.
• Data Protection Act 2018 and UK GDPR – applies where lone worker devices/apps, location sharing, call-recording, CCTV or other monitoring is used for staff safety (lawfulness, fairness, transparency, minimisation, retention, access controls and staff information).

4. Lone Working and Staff Safety Management

4.1. Lone Working Risk Assessments

Lone working presents unique risks that must be carefully managed. At {{org_field_name}}, we ensure:

• A comprehensive lone working risk assessment is conducted for all relevant roles.
• Risk assessments are reviewed at least annually or sooner if working conditions change.
• Identification of high-risk activities that require additional safety controls.
• Control measures are implemented to mitigate risks, such as additional training or buddy systems.

4.2. Staff Training and Awareness

Staff must be adequately trained to handle lone working situations safely. We achieve this by:

• Providing mandatory lone working training during induction and refresher courses annually.
• Training staff on recognising risks and implementing de-escalation techniques.
• Ensuring staff understand personal safety measures, including how to raise alarms.
• Conducting practical scenario-based training to simulate lone working risks and emergency responses.

4.3. Supervision and Communication Protocols

To ensure staff safety while working alone, we implement robust supervision and communication measures, including:

• A check-in system where lone workers report their status to a designated colleague or manager at set intervals.
• The use of personal safety devices, such as panic alarms or lone worker apps, to enable quick assistance.
• A clear emergency contact procedure, ensuring lone workers know who to call in case of an incident.
• Regular managerial check-ins, including unannounced visits to lone working sites.

4.4. Information for staff (induction and ongoing access)

• All staff and volunteers must be provided with clear written information about lone working arrangements relevant to their role, including: check-in arrangements, escalation routes, emergency actions, and how to obtain support. This must be provided during induction and whenever arrangements change.
• Staff must have easy access to the current version of this policy and related procedures. Managers will confirm understanding through induction checks, supervision, spot-checks and annual appraisal.
• Where lone working is role-critical (e.g., night staff, on-call duties, isolated parts of the building), managers must ensure staff can demonstrate competence in: communication/check-in procedures, de-escalation and conflict management, emergency response, and incident reporting.

4.5. Data protection, privacy and acceptable use (lone worker technology and CCTV)

Where {{org_field_name}} uses lone worker devices/apps, GPS/location features, wearable alarms, call recording, CCTV, or any other monitoring to support staff safety:

• We will identify a lawful basis for processing and provide staff with an appropriate privacy notice explaining what data is collected, why it is collected, who can access it, and how long it is retained.
• Data collection will be proportionate and minimised to what is necessary for safety (for example, location features used only when staff are on duty and subject to lone working arrangements).
• Access to monitoring data will be restricted to authorised roles only (e.g., Registered Manager/on-call manager) and managed securely.
• Retention periods will be defined (for example, incident-linked retention may be longer than routine logs) and aligned with organisational record retention arrangements.
• Staff must use lone working devices/systems in line with this policy and the organisation’s Confidentiality and Data Protection (GDPR) Policy.

4.6. Personal Safety Measures

We encourage staff to take proactive steps to maintain their own safety, including:

• Being aware of their surroundings and identifying potential hazards.
• Avoiding confrontation and using conflict resolution techniques when dealing with aggressive individuals.
• Carrying personal alarms or communication devices when working alone.
• Following a buddy system where possible, especially during high-risk tasks.

4.7. Preventing harassment, abuse and violence towards lone workers

• {{org_field_name}} operates a zero-tolerance approach to harassment, abuse, threats or violence towards staff (including from individuals receiving care and support, visitors, or third parties).
• Lone working risk assessments must consider risks of harassment (including sexual harassment) and other abusive behaviour, particularly for isolated shifts/areas and where staff may work alone with visitors, contractors or third parties.
• The organisation will take reasonable steps to prevent sexual harassment of workers, including appropriate risk assessment, clear reporting routes, timely investigation, and support for affected staff (including adjustments to duties and shifts where required).
• Staff will receive training and guidance on professional boundaries, de-escalation, safe exit strategies, and reporting. Managers will ensure incidents are recorded, reviewed and learned from.

4.8. Safe Working Environment

To reduce risks for lone workers, we ensure:

• Adequate lighting in all areas where lone working may occur.
• Secure entry and exit points to prevent unauthorised access.
• The availability of CCTV monitoring in key areas for additional security.
• Regular maintenance checks on workspaces to identify hazards and implement safety measures.

4.9. Emergency Procedures

All staff must be aware of the procedures to follow in case of an emergency. We ensure:

• A 24-hour emergency contact system is in place for immediate assistance.
• Staff have access to an emergency response plan, including protocols for medical emergencies, security threats, and fire evacuations.
• Lone workers are trained on how to alert emergency services if required.
• All incidents involving lone workers are recorded, investigated, and reviewed to improve safety measures.

4.10. Incident Reporting and Learning from Events

To improve safety for lone workers, we:

• Encourage a reporting culture, where staff feel comfortable reporting near misses and safety concerns.
• Maintain a Lone Working Incident Log to track trends and identify areas for improvement.
• Conduct post-incident debriefings to assess what happened and how to prevent recurrence.
• Implement corrective actions when risks are identified.

• Lone working incidents, near misses and emerging patterns (for example repeated missed check-ins, repeated aggression hotspots, repeated lone night staffing pressures) will be reviewed through governance arrangements and used to update risk assessments, staffing decisions and control measures.
• Where an event prevents, or could prevent, the service being provided safely (for example unplanned staffing shortfalls resulting in unsafe lone working arrangements), the Registered Manager and/or Responsible Individual will consider whether regulatory notification is required and will act without delay in line with the organisation’s CIW notification procedures.

4.11. Responsibilities of Management and Staff

Effective lone working safety relies on the cooperation of both management and staff.

• Management responsibilities include:
  • Conducting risk assessments and implementing control measures.
  • Providing necessary training and resources for lone working safety.
  • Monitoring compliance and responding to safety concerns.
  • Ensuring staff feel supported and safe while working alone.
• Staff responsibilities include:
  • Following all lone working policies and procedures.
  • Reporting concerns, incidents, or near misses promptly.
  • Using personal safety devices and following communication protocols.
  • Taking reasonable care of their own health and safety while working alone.

5. Related Policies

• CHW16: Health and Safety at Work Policy
• CHW18: Risk Management and Assessment Policy
• CHW19: Emergency and Business Continuity Plan
• CHW23: Lone Working and Staff Safety Policy
• CHW24: Management of Accidents, Incidents, and Near Misses Policy
• CHW29: Whistleblowing (Speaking Up) Policy
• CHW34: Confidentiality and Data Protection (GDPR) Policy

6. Policy Review

This policy will be reviewed at least annually and sooner where required due to: legislative or regulatory change; learning from incidents and near misses; changes to the building or working environment; changes to lone working technology; changes to staffing models; or changes to the needs/dependency of individuals supported. In addition, lone working incident themes, missed check-ins and related risks will be reviewed as part of regular governance cycles to ensure arrangements remain safe, effective and up to date.

---

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.