Lone Working Policy

Scope of the policy

This policy applies to all scenarios, 24/7, related to Appropriate Adult lone working in connection with the duties and activities of Global Strategic Services CIC (GSS) trading as Clarity in Communication. A risk assessment has been undertaken prior to compiling the policy.

Aims of the Policy

fThe aim of the policy is to: -

  • Raise team awareness of safety issues relating to lone working
  • Ensure that the risk of lone working is assessed in a systematic and ongoing way, and that safe systems and methods of work are put in place to reduce the risk, as far as is reasonably practicable;
  • Ensure that appropriate support and training is available to all staff that equips them to recognise risk and provides practical advice on safety when working alone
  • Encourage reporting and recording of all adverse incidents relating to lone working
  • Minimise and, if possible, eliminate, the number of incidents and injuries to staff related to lone working 

Policy Statement

GSS believes that lone workers should not be at risk.

We understand lone workers to be those who work without close or direct supervision, or in the company of colleagues, for substantial periods of time. In this context GSS understands its duty to assess any risks to lone workers and take steps to eliminate or minimise those risks.

We recognise that team members working alone, when out with Police oversight, have no immediate back up or support and are at a greater risk of injury from, accidents, aggression or violence directed towards them. 

Additionally, when leaving home to attend a call or returning from one it is our responsibility to ensure that the service manager or out of hours coordinators are aware of departure time, distance, likely time of travel, and actual arrival time. This also applies when completing a call, related to the time of departure and arrival home.

We recognise that team members working alone need to rely on their own judgement and initiative and may be at a greater risk of making mistakes or errors.
We believe that training is particularly important for lone workers. Lone    workers need to be assessed as competent to work alone, to be sufficiently experienced and to understand the risks and precautions to take.

GSS understands its duty to ensure team members are competent to deal not only with the day to day aspects of their work but with circumstances which are new, unusual, or beyond the scope of their training, for example, if threatened with aggression and violence.

Lone Workers' Supervision Policy

By definition, lone workers are those who work without constant supervision throughout their working day. Therefore procedures must be put in place to monitor lone workers to ensure they remain safe and to provide supervision on a regular basis. This includes supervisors periodically meeting with those working alone and regular contact between the lone worker and supervisor by telephone.

Lone workers will be supervised by the manager during office hours and by the co-ordinator out with office hours or where the manager is not available.

Whilst accepted it is not appropriate for the supervisor to accompany the lone worker, the supervisor will ensure that the lone worker is briefed regarding the safe arrangements for each request for an Appropriate Adult (AA). The lone worker will contact the supervisor and update him/her on their departure from home, arrival at the call, completion of the call and again on safe arrival home.

Any incidents of concern or violence will be immediately reported to the supervisor.

The manager will contact the agencies requesting the use of the service and will seek their views on the service provision, encouraging the agency to share any concerns.

A monthly AA team meeting will take place. This will be attended by the AA’s, manager and coordinators. Standing items on the agenda will be shared. Concerns or difficulties experienced by the AA and any reported concerns from partner agencies will be discussed. All team members will be offered a private meeting with the manager, where appropriate. We will learn from any related lone working incidents and adapt our policy to meet new challenges.

We believe that supervision helps to ensure team members understand the risks associated with call outs and that the necessary safety precautions are carried out. The extent of supervision required depends on the risks involved and the ability of the lone worker to identify and handle health and safety issues.
Lone Workers' Security Policy

The assessment of all new referrals should include a risk assessment which includes threats from health and safety hazards and from aggression and violence and other threats

Lone workers should carry mobile phones so that they can summon help quickly

Lone workers will contact the manager/coordinator on departure from home, arrival at the arranged safe location, again on leaving and on arrival home.

OOH Coordinators should contact the duty manager in the event of any emergency situations

In a situation where a lone worker feels under immediate threat of their physical safety they must report this directly to the police

Lone workers must always be accompanied by police officers while within any “non public” areas of a Police Office or other premises. At these times the Police are responsible for their health and safety

Lone workers must never remain alone with the person accessing the service

Untoward Incidents

Untoward incidents, including all incidents which involve the use or threat of aggression or violence, should be regularly reviewed and audited.


All staff should read this policy. As part of the induction and annual refresher training process and the monthly meeting, the operational manager/director must satisfy themselves that each member of staff is competent and safe to work alone and that they are clear about how to act in ways that will maximize their own safety and re their actions in an emergency situation.

Review : this policy will be reviewed after each monthly meeting and should any incidents occur it will be further adapted to mitigate any newly identified risk.