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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Agency Staff Conflict Resolution Policy

1. Purpose

The purpose of this Agency Staff Conflict Resolution Policy is to provide a clear, structured, and fair framework for preventing, managing, and resolving conflicts involving temporary workers employed by {{org_field_name}}. Conflicts may arise between temporary workers, between temporary workers and client staff, or between temporary workers and service users. If unmanaged, conflicts can undermine team dynamics, compromise service quality, damage the agency’s reputation, and affect the wellbeing of all parties involved. This policy ensures that all temporary workers, office staff, and client organisations are aware of how conflicts are managed efficiently, equitably, and in accordance with professional, legal, and regulatory standards. This policy is aligned with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Employment Rights Act 1996, the Equality Act 2010, the Care Act 2014, the NMC Code (for registered nurses), and the ACAS Code of Practice on Disciplinary and Grievance Procedures.

2. Scope

This policy applies to:

• All temporary workers employed by {{org_field_name}}, including registered nurses, healthcare assistants, and support workers engaged under zero-hours or casual contracts
• All office and administrative staff responsible for the deployment and management of temporary workers
• All client organisations and service settings where temporary workers are placed
• All types of conflicts, including interpersonal disputes, professional disagreements, bullying, harassment, and conflicts arising from safeguarding concerns

3. Related Policies

• Whistleblowing Policy
• Disciplinary Policy
• Grievance Policy
• Equality, Diversity, and Inclusion Policy
• Safeguarding Adults and Children Policy
• Incident Reporting and Management Policy
• Supervision and Appraisal Policy
• Staff Wellbeing and Mental Health Policy

4. Legal and Regulatory Framework

This policy is underpinned by:

• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Regulation 17: Good Governance, Regulation 18: Staffing)
• The Equality Act 2010
• The Employment Rights Act 1996
• The Care Act 2014
• The Human Rights Act 1998
• The ACAS Code of Practice on Disciplinary and Grievance Procedures
• The NMC Code (for registered nurses)

5. Policy Principles

{{org_field_name}} is committed to:

• Promoting a culture of openness, respect, and professional behaviour
• Encouraging early resolution of conflicts wherever possible
• Ensuring conflicts are addressed promptly, fairly, and proportionately
• Protecting the rights and wellbeing of all individuals involved in conflict situations
• Promoting equality, diversity, and inclusion in the resolution of conflicts
• Ensuring conflicts are handled confidentially and sensitively

6. Definition of Conflict

Conflict is defined as any disagreement, dispute, or clash of interests, personalities, values, or expectations that leads to tension between individuals or groups. In this policy, conflict may include:

• Disputes between temporary workers
• Disputes between temporary workers and client staff
• Complaints from service users or their families about temporary workers
• Allegations of bullying, harassment, or discrimination
• Professional disagreements about care provision, communication, or conduct

7. Preventing Conflict

Temporary workers and office staff are expected to:

• Promote respectful communication and professional behaviour at all times
• Recognise diversity and cultural sensitivities when working with colleagues, clients, and service users
• Seek clarification when misunderstanding arises
• Raise minor concerns promptly with the appropriate person (client supervisor or {{org_field_name}})

{{org_field_name}} will:

• Provide induction training covering professional conduct, communication, and conflict awareness
• Reinforce expectations through supervision, appraisal, and ongoing training
• Foster a supportive environment where concerns can be raised without fear of victimisation

8. Temporary Workers’ Responsibilities

Temporary workers must:

• Address disagreements calmly and respectfully, seeking informal resolution where appropriate
• Report serious or unresolved conflicts to the client supervisor and {{org_field_name}} immediately
• Cooperate fully with conflict resolution processes, investigations, and mediation
• Avoid engaging in gossip, retaliation, or behaviours that escalate tensions
• Document concerns factually when asked to provide statements or records

9. Conflict Resolution Procedure

9.1 Stage 1 – Informal Resolution

Temporary workers should:

• Attempt to resolve the issue informally through direct and respectful communication where safe and appropriate
• Seek support from a senior colleague or supervisor if informal resolution is difficult

If informal resolution is unsuccessful:

• The matter should be reported to {{org_field_name}} and the client’s responsible person

9.2 Stage 2 – Formal Resolution Initiated by {{org_field_name}}

Upon receiving a report:

• The director will assess the seriousness of the conflict
• The director may convene a meeting with the temporary worker and relevant client representatives to explore the issue
• Written statements may be requested from those involved
• The director will attempt to facilitate a resolution through mediation or agreement
• Outcomes may include clarification of roles, realignment of expectations, or changes to placements

9.3 Stage 3 – Investigation

If the conflict involves:

• Allegations of bullying, harassment, discrimination, or misconduct
• A safeguarding concern
• A serious breakdown of working relationships

The director will:

• Conduct or commission a formal investigation
• Interview all relevant parties
• Review documentation and records
• Identify findings and make recommendations

Temporary workers involved will be:

• Given the opportunity to provide their version of events
• Supported throughout the process
• Informed of the outcome

10. Outcomes of Conflict Resolution

Depending on findings, the director may decide that:

• The issue has been resolved and no further action is required
• The temporary worker requires additional supervision, training, or reflective practice
• A temporary or permanent reassignment to another client is appropriate
• The temporary worker is subject to formal disciplinary action as outlined in the Disciplinary Policy
• Safeguarding or regulatory referrals are required
• Client organisations are informed of the outcomes as appropriate

11. Safeguarding Considerations

Conflicts involving:

• Allegations of abuse
• Neglect or exploitation of service users
• Significant risk to client safety

Will always be treated as safeguarding matters and managed under the Safeguarding Adults and Children Policy. In such cases, the conflict resolution process will run alongside safeguarding procedures.

12. Confidentiality

Temporary workers must:

• Maintain confidentiality during and after conflict resolution processes
• Only discuss conflicts with those who need to know (e.g., supervisors, investigators, or {{org_field_name}})
• Avoid disclosing information to unauthorised parties, including on social media

{{org_field_name}} will:

• Handle conflict resolution confidentially
• Record information securely and in compliance with the Data Protection Act 2018 and GDPR

13. Support for Temporary Workers

{{org_field_name}} recognises that conflicts can be stressful. Therefore, the director will:

• Offer support and guidance to temporary workers throughout conflict resolution processes
• Provide supervision and reflective practice sessions where appropriate
• Signpost to wellbeing and mental health resources if needed
• Ensure that temporary workers are not disadvantaged for raising concerns in good faith

14. Director’s Responsibilities

In the absence of a registered manager, the director will:

• Lead and manage the conflict resolution process for all reported conflicts
• Make final decisions on conflict resolution outcomes
• Document actions, decisions, and learning outcomes
• Ensure fairness, impartiality, and non-discrimination throughout the process
• Communicate with client organisations professionally to resolve conflicts involving temporary workers
• Review conflict trends regularly to identify areas for improvement in recruitment, training, or supervision

15. Client Relationships

{{org_field_name}} will:

• Work collaboratively with client organisations to resolve conflicts involving temporary workers
• Ensure that client organisations are kept informed (as appropriate) throughout the process
• Share learning from conflict resolution to improve the quality and safety of placements
• Support temporary workers where conflict arises from poor practice or unsafe environments within client organisations by following the Whistleblowing Policy

16. Training

{{org_field_name}} will:

• Provide mandatory training on conflict resolution, communication, and professional boundaries during induction
• Include conflict resolution within ongoing supervision and appraisal processes
• Offer additional training where conflict resolution issues arise repeatedly

Temporary workers must:

• Engage actively with all relevant training
• Apply learning to manage situations professionally and constructively

17. Continuous Improvement

The director will:

• Review this policy annually or sooner if required by law, regulation, or learning from incidents
• Analyse conflict reports, complaints, and resolution outcomes
• Use learning to improve recruitment, training, and supervision processes
• Promote a culture where constructive resolution of conflicts is encouraged and supported

18. Policy Review

This policy will be reviewed annually by the director of {{org_field_name}} or earlier if prompted by legislative, regulatory, or organisational changes. Any updates will be communicated promptly to temporary workers, clients, and stakeholders.

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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.