Reducing violence, discrimination and abuse experienced by social care staff

Project Background

Personal Assistants are the heart of compassionate caregiving, making a real difference every day. But we know this essential work can come with challenges like discrimination, harassment, and abuse. You’re not alone and we’re here with support, guidance, and resources to help you navigate tough situations.

East Sussex County Council (ESCC) applied to be an IMPACT ‘Demonstrator’ Site for 2024/25. ESCC had already funded work on reducing violence and harassment to staff within the local authority and sought to partner with IMPACT to help support the adaptation and roll out of an online suite of tools to support care staff and Personal Assistants (PAs). The project aligned with IMPACT’s Demonstrator Topic of reducing violence, discrimination and abuse experienced by social care staff. One of the main outputs for the project was a suite of tools that were developed through talking to PAs about their experiences.

Find the initial evidence review, and tools below:

Initial Evidence Review (Word)

IMPACT Factfile

Issues you may encounter at work

Having conducted research, IMPACT understands that there are a range of issues Personal Assistants may face when working in the community. These can include violence, harassment, discrimination, physical and emotional abuse, and handling distressing situations.

We want to recognise the impact these events can have on your personal and professional wellbeing, and ensure there are support services and mechanisms in place pre- and post-incident. We know these incidents can target protected characteristics, be seemingly random or unprovoked, and can be incredibly challenging to deal with on your own.

If this sounds familiar and has happened to you or someone you know, we encourage you to check out the support services listed here. We’d also suggest reporting the incident, seeking further support and following our guidance about how best to respond to the situation.

  • Difficulty understanding service user needs or preferences
  • Working with clients with communication barriers (dementia, speech difficulties)

Tips: active listening techniques, patience and mindfulness, recommended communication tools and best practice

  • Managing busy schedules with numerous clients
  • Feeling overwhelmed by unexpected tasks or extended hours

Tips: time management strategies and tools, blocking out time, clear communication about time allocations and contractual obligations.

  • Feeling isolated or unsupported in your role
  • Stress from emotionally demanding situations (e.g, grief or illness of clients)

Tips: mental health resources, coping strategies, and peer support groups

  • Strain from tasks like lifting or assisting with mobility
  • Potential for injury or physical exhaustion

Tips: training on proper techniques and promoting self-care

  • Navigating professional versus personal relationships with clients.
  • Managing clients’ expectations and avoiding burnout

Tips: establishing clear boundaries and communication protocols, conduct regular ‘check in’ or feedback meetings for yourself and your client

  • Uncertainty about contracts, wages, or workers’ rights
  • Dealing with disputes or lack of proper support from employers

Tips: research and access resources for legal advice and financial planning

  • Working alone in unfamiliar environments
  • Encountering aggressive behaviours or unsafe situations

Tips: risk assessment guidelines and emergency procedures, lone working devices and protocols

Recognising abuse and discrimination

Understanding and identifying abuse and discrimination is a crucial step toward fostering an environment of respect, equality, and safety for everyone. Both abuse and discrimination can often be subtle or hidden, making them difficult to recognize without the right awareness. This section aims to shed light on these harmful behaviours, empowering you with the knowledge to spot warning signs and take appropriate action when necessary.

Abuse can manifest in various forms, including physical, emotional, verbal, financial, and sexual. Common signs include:

  • Control: Someone dictating your choices or actions. This might look like you being forced to adjust your working style or commitments due to a service user.
  • Manipulation: Twisting situations to make you feel at fault or guilty.
  • Fear: Feeling afraid or anxious about another person’s reactions. This might look like being afraid of caring for a particular person or in a particular way, due to their response.
  • Physical harm: injuries, threats, or acts of violence

Discrimination occurs when someone is treated unfairly due to factors like race, gender, age, religion, or disability. It can be observed in:

  • Unequal treatment: Being treated differently by a service user or organisation – for example, due to ethnicity or race, being turned away from work opportunities, being paid differently.
  • Hateful speech or behaviour: Derogatory comments, slurs, or actions targeting specific groups
  • Biased policies: Rules or practices that disproportionately disadvantage certain groups. This might include limitations around your ability to work, engage with certain clients, access types of work or support.

Pay attention to recurring behaviours or systemic practices that perpetuate harm, inequality or injustice.

If something feels wrong or harmful, it’s crucial to acknowledge your feelings and seek support.

What happens after an incident

Reporting incidents may involve contacting external organisations, authorities, or industry bodies. Key steps might include:

External reporting:

Depending on the nature of the incident, this could involve contacting law enforcement, legal professionals, or relevant associations. For example, you might report workplace harassment to a trade union or regulatory body. Where appropriate, you may wish to report incidents to the Adult Social Care department of the Local Authority.

Documentation:

Record the details of the incident, including dates, times, and any supporting evidence, such as photographs, emails, or written accounts.

Without a formal HR structure, you can take these steps to address the situation effectively:

  • Step 1: Ensure immediate safety. Prioritise your safety and well-being. If the situation poses immediate danger, contact emergency services. Where possible, remove yourself from the situation if it’s safe to leave or move yourself to a place of safety within the environment.
  • Step 2: Document everything. Write a clear, detailed account of what happened, including the sequence of events, individuals involved, and any witness statements (if applicable).
  • Step 3: Seek professional advice. Consult legal professionals, advocacy groups, or independent advisors who can guide you on the best course of action. They can provide insights into reporting options and next steps.
  • Step 4: Reach out to support networks. Engage with supportive communities, such as professional associations, peer networks, or mental health counsellors. They can provide guidance and emotional support.
  • Step 5: Follow up. Maintain communication with relevant parties, whether it’s legal representatives, external organisations, or advocacy groups, to stay updated on progress and resolution.

Self-assessment tool

Self-assessment tools can be invaluable in helping you identify and address discriminatory abuse. It provides a structured approach to evaluate practices, policies, and behaviours, ensuring they align with safeguarding principles and promote inclusivity. For a comprehensive resource, you can explore the Discriminatory Abuse Self-Assessment Tool: Safeguarding Adults. This tool, provided by the Local Government Association, is designed to support individuals in recognising and addressing discriminatory abuse effectively.

Support services

We understand the challenges Personal Assistants working in care may face, including discrimination, harassment, and abuse in the workplace. Our goal is to connect you with the support you need, whether it’s immediate help, legal guidance, or emotional support. Below, you’ll find a range of local and national services dedicated to assisting care professionals like you.

Skills for Care: With over 20 years of experience, Skills for Care provides tailored support services. They offer resources and assistance to care workers facing workplace challenges.

East Sussex 1Space Directory: This online directory helps residents of East Sussex find local support services, care options, and community resources tailored to their needs.

East and Mid Sussex provides a variety of mental health support services to help individuals manage their well-being and access the care they need. Here are some key resources:

  1. Sussex Partnership NHS Foundation Trust
    This organisation offers mental health, learning disability, and neurodevelopmental services for children, young people, adults, and older people. Learn more at their official website.
  2. Southdown Wellbeing Centres
    Southdown operates Wellbeing Centres across East Sussex, including locations in Hailsham and Bexhill. These centres provide community-based mental health and well-being support to help individuals stay well and prevent crises. Visit their website for more information.
  3. Staying Well Service
    This service offers out-of-hours crisis prevention support for adults experiencing distress due to their mental health. Locations include Eastbourne and Hastings. Find out more at the Staying Well website.
  4. Inner Peace Counselling Service
    Based in Hastings, this service provides a safe and non-judgmental space for children and adults to explore their challenges and experiences. Learn more at their official website.
  5. East Sussex Mental Health Directory
    The directory offers comprehensive information about local mental health services, including crisis support, peer support, and NHS Talking Therapies. Explore the directory on the East Sussex County Council website.
  6. NHS Mental Health Services
    The NHS provides a wide range of mental health services, including talking therapies, specialist care, and guidance for managing mental health conditions. You can explore more options at their official website.
  7. Urgent Help for Mental Health – NHS
    If you or someone you know needs immediate mental health support, the NHS offers resources and guidance on where to seek urgent help. Visit their dedicated page for urgent mental health support here.
  8. Sussex Integrated Care System Mental Health Services
    The Sussex ICS offers a coordinated approach to mental health care, with local NHS services designed to meet the needs of individuals across the county. Learn more about these services on the Sussex ICS website.
  9. Sussex Community NHS Talking Therapies
    These therapy services provide confidential support to individuals experiencing common mental health challenges like anxiety and depression. Explore their resources at the Sussex Community NHS Talking Therapies website.

These services aim to support individuals in East Sussex with their mental health needs, offering guidance, therapy, and crisis intervention to promote well-being and recovery.

Useful resources

Self Assessment:

Discriminatory abuse self-assessment tool: safeguarding adults | Local Government Association

Link to example: Salford Council guidance

Lone Working Guidance:

Lone working: Protect those working alone – HSE

Working20alone.pdf

HSWPG-Lone-Workers-staff-guide-210218-FINAL_0.pdf

Peer Support Networks:

East Sussex Personal Assistants Network (ESPAN) – East Sussex 1Space

Skills for Care Support:

Support for individual employers and PAs

Project Staff

The Senior Strategic Improvement Coaches on this project were Megan James and Madalene Harmer.

Demonstrator Projects