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Third party harassment and abuse policy
How we protect employees from harassment or abuse by third parties.
Reporting harassment incidents
Report any incident of third-party harassment or abuse immediately. Speak to your line manager, who will record the incident and take the necessary steps. Some incidents must be reported by law.
Reporting helps us investigate, identify risks and prevent future incidents. It also ensures you get the support you need.
Support is available through HR, your manager and trade unions. We will make sure you feel safe and included in decisions about what action is taken.
If the harassment involves another employee, refer to the Report bullying and harassment: step by step.
Responding to incidents and next steps
What to do if an incident happens and how to manage risks afterwards.
Immediate response
If anyone is in immediate danger, call the Police (999).
If the manager was not present, the employee must contact them as soon as it is safe.
The manager should debrief the employee and complete the CCC Accident/Incident Form via E-Safety, including witness statements.
Contact the Police for violence, hate incidents or targeted harassment (with employee consent). Hate crimes can also be reported via True Vision.
Post-incident steps for managers
Meet with the employee to offer support.
Investigate thoroughly using Safety Procedure No.6.
Notify senior managers about risks.
Review risk assessments and implement actions to prevent recurrence.
Provide additional training or support if needed.
Include the incident in regular reporting.
Record abuse against the service user’s name in relevant systems.
Inform other organisations if their employees were involved.
Withdrawing services
In some cases, services may be withdrawn after all other options have been considered and with Assistant Director approval. This applies when:
- there is abusive or threatening behaviour
- persistent intimidation or harassment despite warnings
- physical assault on an employee or another service user
Assistant Directors should manage any service withdrawal in conjunction with Legal Services.
Employee support
Managers should check in regularly with employees after an incident to monitor wellbeing. Abuse can have a lasting impact. Offer access to mental health support via the Council wellbeing site and Occupational Health.
Additional support options may include:
- removing employees from situations where repeat abuse is likely
- ensuring employees do not work alone for a period
- adjusting duties or caseloads
- flexible working or temporary location changes
- suggesting trade union support
- providing information about Victim Support and Equality Advisory and Support Service