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Registration Number: {{org_field_registration_no}}

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Staff Whose First Language is Not English Policy

1. Purpose

The purpose of this policy is to promote effective communication, equality, and safety by providing clear guidance on the recruitment, support, and development of staff whose first language is not English. At {{org_field_name}}, we value diversity in our workforce and are committed to ensuring that all staff, regardless of their linguistic background, are competent, supported, and able to deliver high-quality, person-centred care. This policy outlines how we maintain regulatory compliance, ensure service user safety, and uphold dignity through effective language support systems.

2. Scope

This policy applies to all staff working at {{org_field_name}}, including permanent, temporary, agency, and bank staff whose first language is not English. It is relevant to recruitment, induction, training, supervision, and day-to-day practice. It also guides managers in identifying and addressing language-related needs, ensuring that care delivery is not compromised by communication barriers.

3. Related Policies

• CH02 – Fit and Proper Persons: Employed Staff Policy
• CH07 – Person-Centred Care Policy
• CH08 – Dignity and Respect Policy
• CH09 – Consent to Care Policy
• CH27 – Staff Supervision, Training, and Development Policy
• CH28 – Staff Conduct and Code of Ethics Policy
• CH30 – Equality, Diversity, and Inclusion Policy
• CH42 – Communication and Engagement with Service Users and Families Policy

4. Policy Statement and Responsibilities

Commitment to Equality and Inclusion
{{org_field_name}} is committed to promoting an inclusive working environment where linguistic diversity is respected. We acknowledge that staff whose first language is not English can offer valuable perspectives and cultural insights that enhance care delivery. However, all staff must be able to communicate effectively in English, particularly in areas that impact safety, such as medication, documentation, safeguarding, and emergency procedures. This is in accordance with Regulation 19 – Fit and Proper Persons Employed​.

Recruitment and Assessment
During recruitment, we assess the English language skills of applicants through interviews, scenario-based questions, and written exercises. This ensures that all prospective staff meet the required communication standards for the role. Language competence is considered alongside qualifications, experience, and values. Where concerns are identified, we may request evidence of language proficiency (e.g., ESOL qualification, IELTS test results) or conduct further assessments. This supports compliance with Regulation 18 – Staffing, ensuring that staff are competent to undertake their role.

Induction and Orientation
All new staff, including those whose first language is not English, receive a thorough induction that covers:

• Clear explanation of job roles and expectations
• Communication standards in care delivery
• Introduction to commonly used care terminology
• Support in understanding policies, procedures, and legal responsibilities
  Induction materials are delivered in accessible formats, and additional time is provided where needed to support understanding.

Communication Support and Resources
Where staff require ongoing support to improve their English skills, we provide or signpost to appropriate resources, such as:

• Access to ESOL (English for Speakers of Other Languages) classes
• Peer mentoring or buddy systems
• Simplified communication tools and templates
• Glossaries of commonly used terms
  We also encourage a learning environment where staff feel safe to ask questions, seek clarification, and grow in confidence.

Supervision and Competency Monitoring
Supervision sessions are used to monitor communication ability, identify areas for improvement, and review progress. Managers provide constructive feedback and set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals for development. Where language barriers impact performance, additional training and shadowing opportunities are arranged. All concerns and actions are documented as part of our governance process under Regulation 17 – Good Governance​.

Impact on Care Delivery
Language should never be a barrier to safe, dignified, and effective care. Staff whose language skills affect their ability to communicate with the people we support will not be assigned tasks that rely on verbal or written interaction until they are deemed competent. We ensure that all documentation, medication records, care plans, and communication with health professionals are completed by staff who are proficient in English. In line with Regulation 12 – Safe Care and Treatment, this protects service users from harm​.

Person-Centred Communication
People we support must always be able to understand and be understood. If a person has communication needs (e.g., uses Makaton, interpreters, or requires simple language), we match them with staff who can meet those needs or provide appropriate support. We also ensure that the person’s right to consent (Regulation 11) and dignity (Regulation 10) is never compromised due to staff language barriers​.

Teamwork and Inclusion
We promote an inclusive and respectful workplace where all team members support one another. Cultural awareness and inclusive communication are embedded in our training programmes. Staff are encouraged to share cultural knowledge while maintaining the use of English for all professional communications and records.

Complaints and Concerns
Service users, families, or staff may raise concerns if communication is unclear or unsafe. All concerns are handled via our Complaints Policy (CH14) and logged, reviewed, and responded to in a timely manner. We take feedback seriously and use it to improve our recruitment, training, and support processes.

Regulatory Compliance and Continuous Improvement
This policy ensures compliance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including:

• Regulation 9 – Person-Centred Care
• Regulation 10 – Dignity and Respect
• Regulation 11 – Need for Consent
• Regulation 12 – Safe Care and Treatment
• Regulation 17 – Good Governance
• Regulation 18 – Staffing
• Regulation 19 – Fit and Proper Persons Employed
  We conduct regular audits of communication practices, documentation quality, and staff feedback to identify areas for improvement and ensure continuous development.

5. Policy Review

This policy will be reviewed annually or earlier if prompted by legislative changes, regulatory updates, or business needs. The Registered Manager is responsible for ensuring all staff are aware of the policy and trained accordingly.

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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}}
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