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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Equality, Diversity, and Inclusion Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} provides a fully inclusive and accessible home care service, upholding the principles of equality, diversity, and inclusion (EDI) in all aspects of our operations. We are committed to creating a workplace and care environment where service users, staff, and stakeholders are treated fairly, with dignity and respect, and free from discrimination.

This policy supports compliance with the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended) and the associated Welsh Ministers’ statutory guidance for domiciliary support services (last updated 27 March 2024).

It also reflects Care Inspectorate Wales (CIW) inspection expectations, including CIW’s rights-based approach, and our duties to meet people’s communication and Welsh language needs (including working towards the Active Offer).

2. Scope

This policy applies to:

• Service users receiving care from {{org_field_name}}.
• All employees, including care workers, management, and office staff.
• Volunteers, agency staff, and contractors working on behalf of {{org_field_name}}.
• External professionals and visitors engaging with the organisation.

It covers:

• Commitment to equality, diversity, and inclusion
• Legal and regulatory compliance
• Service user rights and inclusive care delivery
• Staff responsibilities and workplace inclusion
• Harassment and discrimination prevention
• EDI training and monitoring

3. Commitment to Equality, Diversity, and Inclusion

At {{org_field_name}}, we commit to:

• Providing equitable care that respects the individual needs, preferences, and cultural identities of service users.
• Fostering a diverse and inclusive workforce, ensuring all staff feel valued, supported, and respected.
• Eliminating discrimination, harassment, and victimisation in the workplace and service delivery.
• Challenging inequality and promoting opportunities for all individuals, regardless of background.

4. Legal and Regulatory Compliance

This policy ensures compliance with the following legislation and regulatory frameworks:

• Equality Act 2010 – Protects people from discrimination, harassment and victimisation because of the protected characteristics: age, disability, gender reassignment, marriage and civil partnership (employment only), pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise discrimination can be direct, indirect, by association, by perception, and through failure to make reasonable adjustments.
• Human Rights Act 1998 – Ensures fundamental human rights, including the right to dignity, privacy, and freedom from discrimination.
• Social Services and Well-being (Wales) Act 2014 – Requires care services to be inclusive, person-centred, and accessible to all individuals.
• Regulation and Inspection of Social Care (Wales) Act 2016 – CIW standards mandate that regulated care providers uphold equality, diversity, and inclusion in service provision.
• Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended) – Requirements for domiciliary support services, including duties around dignity, respect, and having regard to protected characteristics.
• Statutory guidance for care home and domiciliary support services (Welsh Ministers, last updated 27 March 2024) – Providers must have regard to this guidance when meeting the Regulations.
• CIW Code of Practice for Inspection of Regulated Services for adults and children (last updated 14 May 2025) – Sets CIW’s inspection approach, including rights-based inspection and Welsh language expectations.
• Welsh language requirements and the Active Offer – We will work towards actively offering services in Welsh in line with More than just words and relevant Welsh language standards/expectations for social care.
• UK GDPR and Data Protection Act 2018 – Applies to any equality monitoring and workforce/service user data processed under this policy.

5. Service User Rights and Inclusive Care Delivery

5.1 Person-Centred Care and Individual Needs

• Every service user will receive a care plan tailored to their personal, cultural, and religious preferences.
• Communication and information will be provided in a way the individual can understand, including their language of need and choice and any required communication method. Where needed we will arrange/enable support such as interpreters/translation, Easy Read, large print, braille, and communication approaches (for example BSL, Makaton, or other specialist aids), and ensure staff know how to use any required equipment. We will also evidence our commitment to deliver or work towards actively offering a service in Welsh for people whose first language is Welsh.
• Dietary, religious, and cultural needs will be fully accommodated in care provision.

5.2 Accessibility and Reasonable Adjustments

• Physical and communication barriers will be identified and removed to ensure equitable access to care.
• Reasonable adjustments (e.g., adapted equipment, flexible care plans) will be made for service users with disabilities or special needs.
• Staff will receive training on accessibility best practices, ensuring inclusive and adaptive care.

5.3 Non-Discriminatory Service Provision

• All service users will be treated with dignity, respect, and fairness.
• Care plans will not be influenced by personal biases or stereotypes.
• Discriminatory behaviour from staff or other service users will not be tolerated and will be reported following the Whistleblowing Policy (DCW29).

5.4 Welsh Language and the Active Offer

We will take reasonable steps to identify, record and meet each person’s Welsh language preference and wider communication needs from first contact and throughout service delivery. This includes:

• asking the person (and/or their representative) their language of choice and recording it in the care plan;
• arranging Welsh-speaking staff where this is the person’s preference and it is reasonably achievable;
• making key service information available in Welsh where requested/required; and
• supporting staff to develop confidence in offering Welsh language greetings and day-to-day communication.

We will work in line with More than just words and CIW’s rights-based expectations around Welsh language access.

6. Staff Responsibilities and Workplace Inclusion

6.1 Equal Opportunities in Recruitment and Employment

• Job opportunities will be accessible to all individuals, regardless of background.
• Fair and unbiased selection criteria will be applied during recruitment.
• Flexible working arrangements will be considered to support staff with caring responsibilities, disabilities, or other needs.

6.2 Inclusive Workplace Culture

• Staff must treat all colleagues with dignity and respect, fostering a supportive work environment.
• Zero tolerance policy on discrimination and harassment – Any reported incidents will be investigated thoroughly.
• EDI policies and initiatives will be reviewed regularly to improve workplace inclusivity.

7. Preventing Harassment, Bullying, and Discrimination

7.1 Definitions and Zero Tolerance Approach

• Discrimination includes direct discrimination, indirect discrimination, discrimination arising from disability, discrimination by association, discrimination by perception, and failure to make reasonable adjustments.
• Harassment is unwanted conduct related to a protected characteristic that violates a person’s dignity or creates an intimidating, hostile, degrading, humiliating or offensive environment.
• Victimisation is treating someone unfairly because they have made, or supported, a complaint or concern under this policy or the Equality Act 2010.
• Bullying is offensive, intimidating, malicious or insulting behaviour (including abuse of power) that undermines, humiliates or injures the recipient.

All complaints will be taken seriously and investigated following the Handling and Prevention of Bullying and Harassment Policy (DCW32).

7.2 Reporting and Handling Complaints

• Staff or service users who experience or witness discrimination can report concerns through:
  • Confidential discussions with the Registered Manager.
  • Formal complaints procedure (DCW14).

Where a service user needs independent support to raise a concern or complaint (including where communication needs, disability, language, or fear of repercussions is a barrier), we will support access to independent advocacy, including the Llais complaints advocacy service where appropriate.

• Whistleblowing procedures (DCW29) for anonymous reporting.
• Investigations will be conducted fairly, ensuring due process and protection from victimisation.

8. EDI Training and Monitoring

8.1 Mandatory Staff Training

• All employees will complete EDI training as part of induction and receive annual refresher courses.
• Training covers:
  • Recognising unconscious bias.
  • Providing inclusive, person-centred care.
  • Legal rights and responsibilities under the Equality Act 2010.

8.2 Data Monitoring and Reporting

• Workforce diversity data will be collected to ensure fair representation and equal opportunities.
• Service user feedback will be reviewed to assess the effectiveness of inclusive care delivery.
• Regular audits will be conducted to monitor compliance and identify areas for improvement.

Any equality monitoring data will be collected and processed in line with our Confidentiality and Data Protection Policy (DCW34), the Data Protection Act 2018 and UK GDPR. We will use the minimum necessary data, restrict access, and report monitoring outcomes in an anonymised/aggregated format wherever possible.

9. Monitoring and Compliance

• The Registered Manager is responsible for ensuring that EDI principles are upheld across all aspects of the organisation. Monitoring will include evidence that:
  • people’s protected characteristics, cultural needs, and communication/language needs are identified and reflected in care planning and day-to-day delivery;
  • the service is working towards/maintaining the Welsh language Active Offer and can demonstrate actions taken (training, staffing approaches, accessible information).
• CIW will assess compliance with EDI requirements during inspections.
• Action plans will be implemented to address any identified shortfalls in equality, diversity, and inclusion practices.

10. Related Policies

This policy should be read in conjunction with:

• Staff Conduct and Code of Ethics Policy (DCW28)
• Handling and Prevention of Bullying and Harassment Policy (DCW32)
• Whistleblowing (Speaking Up) Policy (DCW29)
• Confidentiality and Data Protection Policy (DCW34)
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13)

11. Policy Review

This policy will be reviewed annually or sooner if required due to legislative updates, CIW regulations, or operational needs. Updates will be communicated to all staff, and additional training will be provided as necessary.

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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.