High Life Highland Outdoor Activities Delivery Normal Operating Procedures

Transcription

1 1. Introduction 1.1. Aim - These (NOPs) aim to ensure the professional, safe and high quality delivery of outdoor activities by HLH outdoor staff. These procedures are to be read and followed by all full time, part time, contracted, freelance and volunteer outdoor activity staff. Any feedback on the content of these procedures should be directed towards the outdoor activity management Management - Under normal circumstances all outdoor activities coordinated by HLH Outdoor Activities staff will be managed by the Outdoor Activities Manager and staff, using freelance / volunteer outdoor activities staff as necessary. For larger courses / programmes an appointed individual Course Director will act as the course lead and have an overall responsibility to ensure that other supporting freelance staffs deliver to the agreed terms Third Party Providers - This document does not directly apply to HLH / THC approved third party adventure activity providers which may be used on a sub contract basis periodically. They would be expected to have their own operating procedures which should not differ significantly from these procedures Supporting documentation - This document is to be used in conjunction with the following: HLH / THC Excursions Guidance June 2015 HLH Outdoor Activity risk assessments June 2015 HLH Outdoor Equipment NOPs National or awarding Governing Body Guidance for the relevant activity being delivered 2. Freelance Staff 2.1. Engagement and Recruitment - This will be in line with the HLH employment expectations and includes a process of vetting and evidencing of appropriate competencies/qualifications. These expectations are as minimum the following: Freelance Adventure Activity Instructor Registration document completed and returned to Outdoor Education (this includes Induction and Declaration) Established as freelance staff on EVOLVE References taken, CV and Disclosure certificate checked and filed securely on Outdoor Education server Qualifications and insurance checked and uploaded to EVOLVE Driving licence check and where appropriate HLH / HC induction to pool mini buses including fuel card use Professional liability and indemnity insurance documents received, checked and filed on server 2.2. Freelancer rates of pay for transparency currently stand at: case by case Technical Advisor / Third party providers / Specialist provision* Page 1

2 150 Course Director 120 Freelance instructor 60 Freelance Support staff 30 Overnight allowance (Usually to support gender and or working in assistant capacity to qualified staff) * Due to the exhaustive possibilities of this provision and that of technical advisors and providers setting their own rates this is at Managers discretion Conflict of Interest - At no time should a Freelance Instructor seek to use their position when working with/for HLH to forward their own means and or business interests should they have them without prior permission from HLH Outdoor Activities Manager. Should a client and/or an interested party request this of a freelancer it is expected that they would politely refer them to HLH. If it is felt that the approach does not form a conflict of interest then HLH will be happy to refer the enquiry back to the relevant individual. Should a freelancer and/or a third party provider feel that they have a direct conflict in taking on the agreed work they should declare it. This may not automatically disqualify them from being offered the work; however for the sake of transparency it will ensure all parties are happy with the arrangement. For further guidance can be found in HLH HR07 Code of Conduct (HLH internal document). 3. Pre Delivery 3.1. Responsibility. The accountability and responsibility for planning, logistics and preparation for an HLH programme will initially sit with the HLH Outdoor Activities staff. As necessary this will be delegated to staff that will usually consist of a course coordinator (usually HLH Outdoor staff), Freelance Course Director and freelance instructors EVOLVE. Any activity organised and delivered directly or indirectly by the HLH Outdoor Activities team will, as with any HLH/HC offsite visit be subject to the requirements of an EVOLVE submission and the information it requires. This responsibility would normally sit with the HLH staff however on the rare occasion may be delegated to a Course Director who is competent and understanding of the EVOLVE requirements Activity and or residential plans. An activity plan and course programme should be created for each respective programme covering any relevant detail. This can then be communicated and or given to all respective parties as well as being uploaded on to EVOLVE. Example templates can be found on the Outdoor Education server Agreements on expected roles and work. The detail of work will be agreed by both parties in writing before the programme including any cancelation terms. If terms are different from those contained within this document from either party they must be detailed and agreed in writing Out of hour and / or off-site management support. Where necessary, an on call member of HLH Outdoors staff will be established for the duration of the programme. This will be an individual that is competent to support the Course Director and or freelancer both directly where practical or remotely. HLH Outdoors staff and freelance staff should be aware of and note contact details in accordance with the HLH Trigger Matrix. Page 2

3 3.6. Freelance / Third Party providers briefing. A meeting will take place either face to face or over the phone between HLH Outdoors staff and freelance staff to ensure an effective brief is given on the proposed activity / programme. Where a freelance Course Director is employed, they may complete this task, which may involve briefing the client group leader. This is not limited to but would usually include (as detailed in the Activity Plan) the following: Details of the course / activity content, timings and expected outcomes Client detail including any relevant personal details, medical information, media consent and or specific known individual/group risks. Course specific paperwork - logistic plans, booking information, accommodation, catering, funds etc Other staff contact details HLH on-call staff member in the event of an emergency and talk through the emergency trigger matrix Equipment and resource requirements staff, group and safety Transport requirements Generic and where required additional activity risk assessments Contingency plans and alternative activity options 3.7. Staff Equipment. There is a breadth of reasonable equipment available for loan should freelancers not wish to use their own equipment. Any requirements will need to be communicated in advance. HLH may periodically ask for staff to demonstrate that any personal safety or PPE equipment they use has been checked and kept in line with manufacturer s and industry expected practice/regulation thus ensuring it as far as practicable is seen to be fit for purpose. Staff are expected to provide their own means of communication and will be reimbursed for any essential telephone expenses Communications. As the programme / course progresses it is expected that both HLH freelance / third party providers retain an open communication approach to ensure expectations remain consistent both parties will be required to ensure best methods of communication. Any issues are to be highlighted to HLH Outdoor Activities management at the earliest possibility Cancelation. HLH Outdoor Activities cancelation policy regarding both the payment of freelance staff and charges imposed on clients cancelling is as follows: Less than 28 days 100% payment 28 days to 56 days 50% payment More than 56 days No payment 4. Activity Delivery 4.1. Overview. HLH employs competent and experienced staff and expects them to apply their professional judgement and knowledge at all times, in what can be an ever changing dynamic environment. With this in mind these points are to form the basic expectations of an instructor, however as appropriate they are expected to apply their skills, experience and understanding of the people, environment and activity to best effect a quality outdoor leaning experience. Page 3

4 4.2. Safety Management. All staff are expected to work within their agreed employment parameters, the environmental conditions, professional competence and abilities of their clients. Ensuring where practical and foreseeable that any residual risks posed by the activity/ies are balanced by the benefits it provides Conduct - Freelance staff and or volunteers are expected to conduct and present themselves in a professional manner at all times. This is not only expected towards the clients but also their peers and members of the public/third parties that may they come into contact with. Staff are to demonstrate a loyalty to HLH, a positive attitude, punctuality and a positive approach to learning. Staff are expected to maximise the learning opportunities for those they work with and conduct reflective reviews as and where appropriate and practicable Staff personal equipment. Equipment should look professional and functional. A number of HLH branded garments are available and are expected to be worn where practical by staff when meeting clients to aid easy identification initially (to be returned after work is completed). NB: It is understood that outdoor equipment/clothing can at times be well used, however as with all professional delivery staff need to role model good practice Group and Safety Equipment - Should any equipment, be new or unfamiliar to any staff they are to seek guidance from peers and / or HLH staff before the activity starts. Under normal circumstances basic relevant activity safety equipment will be available when requested or anticipated it may be useful; such as group first aid kits and group shelters. If Course Directors or staff feel additional specialist equipment is required they should inform HLH as soon as possible. Staff who wish to use their own safety equipment such as first aid kit, harnesses, helmets etc must ensure they are fit for purpose. Any third party provider is expected to supply their own safety equipment and or group equipment unless agreed in advance Pre use Equipment Checks. Every effort will be made to supply fit for purpose equipment from the HLH stores. All items issued should however still be checked prior to use. Where HLH have not allocated adequate time for equipment checks and preparation this must be addressed by staff Mini Buses and Trailers. When issued or used as part of the delivery are the responsibility of the driver to ensure they not only follow the hirer or HLH s pre- drive checks, but also ensure they are driving/operating at all times within the law and the limitations of their DVLA license Venues and Environment Factors. Where practical staff should check the weather, local conditions, venues and or routes before committing to them with a group. This is rather dependent on resources, but reasonable checks are expected. Any significant changes to a planned activity / programme should be communicated to the out of hours duty HLH Outdoors staff member Activity briefing. This should take place with staff, clients and where required third parties to ensure everyone can make an informed decision on the planned programme. These should be both formal and ad-hoc throughout the activity/course. NB: where route details e.g. timings and / or details of a proposed plan (such as a mountain walk) need to be left with a non-participating third party; it should be left with the HLH on-call staff or other named contactable competent person. Page 4

5 Staff briefings (including any client staff) may include: Any changes in plans or programme Any changes in personal details Any changes that may change a risk assessment Role (technical and pastoral primacy) and expectations from all parties Who is carrying what safety equipment and means of communication Who takes on what responsibility in the event of an incident Venue, accommodation and or catering arrangement Participant briefings may include: What s the plan, what s the point and what to expect Behavioural expectations How to use the equipment and what to take What to do if (reference to the risk assessment may be appropriate) Risk Management. Staff have access to HLH Outdoor Activity risk assessments June 2015 and are expected to discuss the People, Environment and Activity (PEA) with HLH Outdoor Activity staff and client leaders as necessary. Written risk assessments are to be completed where necessary and dynamic risk assessments carried out as required and the outcomes discussed where necessary. Any staff that feel they require guidance on the conduct of risk assessment / risk / benefit analysis should consult HLH Outdoor Education staff. Staff are expected to strike a balance between the needs of the group, their abilities (and those of the weakest / least competent) and the aspiration / aim to deliver a truly frontier adventure. Staff are to ensure that all staff / parties and peers are consulted with (as appropriate) and informed of any plan changes and the reasons Activity Review. Where possible and practicable staff should seek to provide opportunities for clients and their staff to reflect on the experience they have had and where relevant what development opportunities there might be. This can focus on personal growth, practical opportunities such as where the nearest canoe club or booking for next time. HLH Outdoors staff will ask clients to complete a feedback form after the programme, which will include: achievement of outcomes quality of instructional delivery admin arrangements 5. Post Delivery 5.1. On departure. Venues are to be checked to insure they are in the agreed condition or if it is an outdoor activity site then the party have left no trace. Where staff depart from the client group or vice versa, the HLH freelance staff are to seek immediate feedback from clients to ensure there are no issues that have not been addressed and might better be addressed on the spot Hand back of personal details - Any paperwork, client personal/medical detail, medications, media and or images taken by the instructors on course / programme will be given to back to either the attending group leader and or HLH staff. At no time, without prior written permission, should a freelance instructor personally retain and or use data given in good faith or taken by them for Page 5

6 secondary non-hlh purposes e.g. digital photos. NB: If at any time any personal sensitive data is thought to have been lost HLH should be informed immediately Equipment hand back - It is expected that all HLH or otherwise equipment is returned to the agreed location in the best possible condition. Any damage / fault should be noted and any relevant feedback passed on to HLH Outdoors staff. Any normal packing, post use care and cleaning expected as part of the normal activity is included in the daily work e.g., dunking wetsuits, packing tents, airing sleeping bags, cleaning stoves, waxing boots etc. NB: Where items require overnight drying, laundering or significant maintenance checks post use (e.g. bikes) this will be discussed as part of the agreed work on how this will be managed and by which party Debrief and Feedback. A debrief should take place on the course/activity that was delivered between the course director, HLH instructor and any third party. This can be in person, or phone as necessary. If any incidents, safety or quality concerns occurred they need to be reported and reviewed and a written report recorded and submitted by the course director. Course Directors and clients are expected provide constructive feedback on the programme. The Programme Feedback Form can be found on the HLH web pages. HLH will endeavor to respond to feedback where relevant formally. If the freelance staff or Course Director feels that 1:1 feedback with HLH outdoors staff would be appropriate this should be arranged Incidents. In the event of an accident, incident or near miss the instructional staff will be expected to complete the / support HLH Outdoors staff in the completion of the HLH Accidents, Incidents and Occupational Health Form, available on the HLH intranet. In the event of an incident appropriate emergency services should be contacted and only when the situation is stable the HLH duty staff should be contacted Invoices and receipts submitted. All parties should ensure that invoices have sufficient payee details and clear detail of the work completed, including the location and the dates. The payee s bank details should also be included in the invoice. Payees will be set up on THC Integra finance system, so invoices should be submitted promptly. 6. Monitoring and Evaluations 6.1. EVOLVE review - The HLH staff who submitted the EVOLVE form should review it and make any relevant notes so any learning can be passed on for future courses and activity Activity Monitoring - The Outdoor Education Safety Officer will where appropriate and in line with standard monitoring on occasions visit the activity and or course, writing up and relevant detail. Particular attention will be given to new courses, venues and or staff. Page 6