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Registration Number: {{org_field_registration_no}}

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Using Temporary Staffing Agencies Policy

1. Purpose

The purpose of this policy is to provide clear and comprehensive guidance on the use of temporary agency staff at {{org_field_name}}. The use of agency staff is sometimes necessary to maintain safe staffing levels and ensure continuity of care, particularly during periods of sickness, annual leave, emergency absence, or recruitment gaps. This policy ensures that when agency staff are used, they are vetted, competent, and integrated into the care home team in a way that maintains compliance with the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, and expectations set by Care Inspectorate Wales (CIW).

The policy ensures that people using our service continue to receive high-quality, safe, and person-centred care regardless of the employment status of staff providing it.

2. Scope

This policy applies to all agency staff deployed to work at {{org_field_name}}, all permanent staff who supervise or work alongside them, and the management team responsible for workforce planning, recruitment, and compliance. It also applies to all agencies contracted to supply temporary care or support staff.

3. Related Policies

This policy should be read in conjunction with:

• CHW02 – Fit and Proper Persons: Employed Staff Policy
• CHW04 – Good Governance
• CHW11 – Safe Care and Treatment Policy
• CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CHW18 – Risk Management and Assessment Policy
• CHW23 – Lone Working and Staff Safety Policy
• CHW27 – Staff Supervision, Training, and Development Policy
• CHW28 – Staff Conduct and Code of Ethics Policy
• CHW29 – Whistleblowing (Speaking Up) Policy

4. Policy Statement and Procedures

4.1 Purposeful and Controlled Use of Agency Staff

Agency staff will only be used when it is necessary to ensure the delivery of safe and continuous care. Every effort is made to minimise reliance on temporary staff through proactive recruitment, flexible rostering, and bank staff arrangements. The Registered Manager, {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, reviews staffing rotas regularly to anticipate gaps and plan appropriately.

Agency usage is monitored to ensure it does not negatively impact the quality of care, team cohesion, or consistency for individuals using the service.

4.2 Selection and Contracting of Agencies

We only work with reputable staffing agencies that meet our due diligence requirements. All agencies must:

• Be registered with a recognised professional recruitment body.
• Demonstrate compliance with employment law, right to work checks, and the Social Care Wales Code of Practice.
• Provide written assurance that their staff have undergone the same level of pre-employment checks as required for in-house staff, including:
  • Enhanced DBS with adult barred list check.
  • Full employment history and satisfactory references.
  • Right to work in the UK verification.
  • Mandatory training (including moving and handling, safeguarding, infection prevention, food hygiene, and fire safety).
  • Evidence of COVID-19 and infection control compliance where applicable.

A formal agreement is signed with each agency that sets out expectations, rates, responsibilities, and procedures for feedback or concerns.

4.3 Pre-Shift Verification and Induction

Before any agency worker commences their shift, the following checks and processes are completed:

• Verification of identity (photographic ID and confirmation against booking).
• Confirmation of required training certificates and DBS clearance.
• Completion of a site-specific induction, including:
  • Tour of the premises.
  • Introduction to permanent staff and individuals.
  • Fire safety procedures and location of exits.
  • Confidentiality and safeguarding expectations.
  • Personal care practices, documentation protocols, and dignity principles.
  • Allocation of a named mentor or buddy for the shift.

This ensures the agency worker can integrate safely into the home and meet the expectations of care delivery from their first shift.

4.4 Roles and Supervision of Agency Staff

Agency workers must not undertake tasks beyond their verified competence or without appropriate supervision. They must not:

• Administer medications unless formally assessed and agreed in advance with documented competencies.
• Work unsupervised with individuals who have complex needs unless they have been fully briefed and risk assessed.
• Complete care plan documentation unless approved by a senior team member.

Where possible, the same agency staff are rebooked to promote continuity, familiarity with residents, and efficient teamwork.

The shift lead or designated senior member of staff is responsible for directly supervising agency workers and addressing any concerns in real time.

4.5 Communication and Teamwork

Agency workers are expected to follow the same communication procedures as permanent staff. This includes:

• Attending handovers.
• Reading the daily report and relevant care plans.
• Documenting in communication books or digital systems if permitted.
• Reporting incidents, safeguarding concerns, or changes in health status immediately to the nurse-in-charge or shift lead.

All staff are encouraged to support agency workers to feel included, guided, and respected. Team debriefings include a review of agency input.

4.6 Feedback, Monitoring, and Performance Review

Feedback is gathered at the end of each shift regarding the performance and conduct of agency workers. This includes:

• Professionalism and punctuality.
• Adherence to care values and procedures.
• Interactions with individuals using the service.
• Teamwork and communication.

Any concerns are documented and shared with the agency immediately. Repeat concerns will result in the agency worker being excluded from future bookings.

Performance data, including the frequency and quality of agency use, is included in our Quality of Care Review and audits by the Responsible Individual and senior leadership.

4.7 Safeguarding and Incident Management

Agency workers are made aware of our safeguarding procedures and reporting expectations during induction. Any incident or concern involving an agency worker is:

• Reported immediately to the Registered Manager.
• Documented and investigated.
• Shared with the agency and, where appropriate, CIW and the Local Authority Safeguarding Team at {{org_field_local_authority_authority_name}}.

Agency staff are reminded of their right and responsibility to raise safeguarding concerns or whistleblow, with support under CHW29 – Whistleblowing Policy.

4.8 Confidentiality and Data Protection

All agency workers are expected to respect the confidentiality of personal information as set out in CHW34 – Confidentiality and Data Protection Policy. Breaches are treated seriously and may result in exclusion and regulatory notification.

4.9 Values, Culture and Rights

Agency staff are expected to uphold the same standards of dignity, respect, compassion, and professionalism as permanent employees, in line with our Person-Centred Care Policy and the CIW values of fairness, integrity, and respect.

Where individuals prefer not to receive care from unfamiliar workers or express concerns about agency use, these preferences are recorded and considered in staffing plans.

5. Policy Review

This policy is reviewed annually, or sooner in response to:

• CIW inspection findings.
• Feedback from individuals, families, or staff.
• Regulatory or legislative changes.
• An incident or safeguarding matter involving an agency worker.

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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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.