Our Code of Practice

Our overriding commitment is to influence practice in Social Care and Support so as to serve the best interest of people who use social care and health services.

1. Principle: Our professional responsibility overrides commercial considerations

a) We will only promote services that are valuable and appropriate to the commissioning organisation’s (Client’s) need.
b) During courses, we may recommend further training and when we do so, we will ensure that our recommendations do not compromise the Client in any way.
c) We have an ethical duty to support learners’ rights and should we be in an advocacy position for them, we will approach this in a constructive manner.
d) In crisis situations, when our established clients require help, we will not allow financial limitations to influence our willingness to help.
e) We will only provide services when we are confident that we can deliver positive outcomes.
f) Where we believe that it is our responsibility to give constructive negative feedback regarding ethical values and practice that may negatively impact on staff and/or people who use services, our professional responsibility will override other considerations.

2. Principle: We will provide the highest standard of services set to National Standards

2.1 Knowledge:
a) We will be fully equipped to provide our services, are suitably qualified to do so and are up to date with developments in the care/support field; including issues of good practice, theoretical development and legislation.
b) All our training delivery will reflect current thinking in terms of practice, theory and legislation.

2.2 Quality Assurance:
a) Norman Mark Training (NMT) as part of the responsibilities to Associates, Clients and Accreditation bodies will undertake a range of QA measures (See Policy: Quality Assurance).
b) Associates will encourage learners to complete evaluation forms in a frank and meaningful way.
c) Evaluation sheets will be part of the Quality Assurance process.
d) When negative views are expressed verbally or on an evaluation form, learners may be invited to provide additional detailed feedback.
e) Feedback sheets will always be shared with the commissioning Client.
f) As a learning organisation, feedback is always welcome; even when this is of a negative nature.
g) When negative feedback is provided by a Client about a service, this will be further explored with the Associate involved. This will be done in a supportive manner.

3. Principle: We will work in a transparent way

a) We will ensure that all outcomes of our services are available to learners and Clients should they request this.
b) We will work in a spirit of openness in all aspects of our work, whilst respecting confidentiality.
c) We value both positive and constructive negative feedback and this will be shared with the person/people involved and, whilst respecting confidentiality, may share details with our peer group to advance our learning and practice.

4. Principle: We will be suitably qualified to undertake the task

a) We will be suitably professionally, vocationally and academically qualified to deliver training services.
b) Qualifications will have been gained from reputable establishments and evidence of these will be provided and available to Clients on request and in our Associate profiles.

5. Principle: We are committed to the principles and practice of Equality, Diversity and Inclusion. Our commitment is not tokenistic, nor is it limited to conforming to legislative requirements. It goes beyond; it is a deeply held belief that we seek to constantly develop and actively promote.

5.1 We seek to attract Associates from under-represented groups and to have diverse representation within our group

5.2 We commit ourselves to supporting and promoting the principles of Equality, Diversity and Inclusion in all aspects of our work:
a) In the design of courses.
b) In learning material.
c) In the relationship with learners.
d) In the relationship with other Associates.
e) In the way we engage with and support Clients.
f) In the publicity material we use.

(Please also see our Equality, Diversity and Inclusion Policy)

5.3 We will support Clients in promoting services within an Equality, Diversity and Inclusion framework
a) We will assist Clients in any way we can to further the principles of Equality, Diversity and Inclusion.
b) We will offer feedback and support where we believe things are going wrong.
c) We will disengage from our relationship with a Client that demonstrates an unwillingness to support these principles.

6. Principle: We adopt an ethical pricing policy

a) We will aim to limit any fee increases to the level of inflation.
b) We will not price according to demand (i.e. charge more for more popular courses).
c) We will not charge more for work that is seen to demand additional expertise (e.g. team building, management).
d) We will be flexible and generous should we be in a position to negotiate fees.

7. Principle: We will maintain professional boundaries

a) We will hold clear boundaries in our relationship with Clients and learners.
b) Those in positions of responsibility will be informed should a relationship exist or develop between ourselves, a learner or other employee of the Client.
c) We will always be clear in differentiating between making a professional recommendation and “selling” services.
d) All our work will be conducted according to appropriate Confidentiality principles (See Confidentiality policy).
e) When sharing anecdotes, we will make significant changes to details so that individuals and organisations cannot be identified.
f) We will never discuss other organisations or individuals by name or make negative comments about other named organisations or individuals.
g) We will never purposely undermine the integrity, reputation or esteem of a Client whether it be within or outside of that organisation nor challenge the trust and respect between learners and their employers.
h) We will take due care to ensure that our practice does not challenge the perceived competence of the commissioning Client, thus undermining the respect held by learners for their employers. We will likewise take care not to act in any way that may be perceived to undermine the systems, structures or documentation of the Client.
i) Where we think that a Client’s systems, documents, policies etc. are inadequate for purpose; our views will only be shared with individuals at a management level. Likewise, when we think that we have documentation that is an improvement on those that the Client is utilising; these will only be shared with learners after full consultation and permission of a senior manager within that organisation.
j) Our personal beliefs, social mores, religious and political views will remain personal, unless these are aligned to good social work/care principles.

(Please see policy: Self Disclosure)

8. Principle: We will always act within the Law and professional guidelines