Recruitment Partner User Guide
Care and Support
Agency Workers Only.
Hello and thank you for working with Adecco MSP
We are thrilled to be partnering with you on the MSP for supply into the Riverside Group.
To ensure a seamless process, we have created this handbook to provide you with all the relevant information needed to be able to supply and manage associates during their assignments.
We encourage you to take the time to read through the contents, as it will be your first point of reference for any queries you may have.
Should you require any additional assistance or advice, our dedicated team is always available to support you.
We hope you find this guide useful and look forward to a successful collaboration.
Many Thanks,
Deanne Whiting-Arbon Senior Account Director
Escalation Points
Team
non-urgent or 2 hours for urgent queries. If you would like a meeting with the MSP
TRG.HiringManager@adecco.co.uk.
Area of Responsibility
TRG.Supplychain@adecco.co.uk
Lucy.Nzeyimana@adecco.co.uk
0207 0386 444
020 3089 8273
TRG.Supplychain@adecco.co.uk
Maxine.Barnard@adeccogroup.com
0207 0386 444
07872866198
TRG.Supplychain@adecco.co.uk arbon@adeccogroup.com
0207 0386 444 07741 269646
TRG.Supplychain@adecco.co.uk
Maxine.Barnard@adeccogroup.com
0207 0386 444
07872866198
Deanne.whitingarbon@adeccogroup.com
0207 0386 444
07741 269646
Dominic.maddison@adecco.co.uk
Day to day coordination of recruitment activities and onboarding
First escalation point
Second escalation point
Account Manager
Responsible for day-to-day operations in the contract. Overseeing recruitment activity, contract financial performance and Riverside's relationships.
Account Director
Responsible for the contract performance from a financial and strategic perspective including relationship management.
Vice President, Adecco Outsourcing, UK&I
Accountable for overall contract and Adecco team performance.
Escalation Point for Agency Workers
Any queries from your agency worker should go directly to you a s the supplier and you can contact the Adecco MSP team on
Telephone: 0207 0386 444
Email: TRG.Supplychain@adecco.co.uk
Any escalations sent to the Adecco MSP team will be actioned and you will be contacted within 24 hrs for non-urgent or 2 hours for urgent queries. If you would like a meeting with the Adecco MSP team please contact us on the numbers above.
Meet the Account Management Team
Deanne Whiting-Arbon
Senior Account Director
M - 07741 269646
E - Deanne.whiting-arbon@adeccogroup.com
Maxine Barnard
Senior Account Manager
M – 07872866198
P - 0207 0386 444
E – TRG.SupplyChain@adecco.co.uk
Lucy Nzeyimana
Senior Contract Consultant
P - 0207 0386 444
E - TRG.SupplyChain@adecco.co.uk
Responsibilities
Adecco MSP
Agency Partner Liaison
Adecco MSP will serve as the first point of contact for Riverside and will liaise with the Riverside to and agency partners to confirm bookings, deal with queries and Handle requests for reasonable adjustments
Shift Management and Planning
Provide 24/7 access to the shift planning and management platform Planbition to Hiring Managers, Agency workers and Agency Partners.
Request Handling
Adecco MSP will efficiently manage and coordinate requests from Riverside and ensure they are promptly passed on to Agency Partners.
Worker Requests and Talent Pools
Adecco MSP will work with agency partners to ensure Riverside access to a talent pool if compliant workers.
Compliance
Adecco MSP will work with agency partners to run periodic audit checks for workers that have attended Riverside sites to ensure they comply with CQC and Industry standards.
Management Information
Adecco MSP will provide reporting to Riverside and agency partners on specific metrics to ensure Adecco and Agency Partners are meeting and exceeding client expectations.
Responsibilities
Agency Partners
Candidate Management
Agency Partners will source and provide appropriate CQC compliant candidates to work at Riverside that match Job requisitions. All candidates provided by the Agency Partners will remain employees of those Agency Partners for the duration of their assignment at Riverside. It is the Agency Partners responsibility to inform us of any changes to booking e.g. Cancellations, sickness, holiday.
Candidate Submission
Agency Partners will use Vector VMS and Planbition to submit suitable candidates for current bookings as well as using Vector to talent pool candidates with CQC clearance for future roles.
Compliance Management
Agency Partners will ensure that all activities comply with the client's policies and regulatory requirements and that they maintain accurate and up to date records of all compliance related documents of their workers and the agency.
Communication
The Agency Partners will provide regular updates on candidate status, availability and issues that arise. They will also communicate to Adecco MSP any reasonable adjustments requests of their agency workers so that it can be communicated to Riverside Hiring Managers before the start of the assignment to allow them to put them in place.
Performance Management
The Agency Partners will address any performance issues of their placed candidates to ensure they meet the client's expectations. All performance issues will be communicated to the Agency Partners by Adecco MSP.
Absence Management
Agency Partners will monitor the attendance of their placed agency workers to ensure they are consistently present and punctual. Any attendance issues raised by the Hiring Managers will be communicated to the Agency Partners by Adecco MSP.
Request Handling
Adecco MSP will efficiently manage and coordinate requests from Riverside and ensure they are promptly passed on to Agency Partners. Here’s how the process works:
▪ Receiving Requests from the Client
• Riverside Hiring Managers will submit agency worker requests to Adecco MSP and will provide full role details and the number of candidate required any specific requirements or qualifications. Adecco MSP will ensure all necessary details are provided and clarifies any ambiguities with the client.
▪ Request Distribution
• Adecco MSP will distribute the request to relevant agency partners via Vector VMS with detailed instructions including job descriptions, compliance requirements, and deadlines for candidate submissions.
▪ Candidate Submission and Compliance
• Agency Partners will source and identify suitable candidates and submit through Vector VMS ensuring all compliance documents are included. NB Agency Partners will need to verify (by ticking a box) on Vector VMS that the candidate is CQS compliant.
▪ Candidate Review
• Riverside Hiring Manager will review the submitted candidates and will select those that meet their requirements. Adecco MSP will coordinate interviews between the Hiring Manager and the candidates were requested to ensure smooth communication and scheduling. Adecco MSP will then provide feedback to the agency partners on how the Hiring Manager would like to proceed with the candidates submitted.
▪ Onboarding Support
• Adecco MSP will confirm the assignment offer to the Agency Partners and will assist to onboard the candidate on to Planbition Shift Management Tool.
▪ Regular Updates
• Adecco MSP will keep agency partners informed about any changes in client requirements or compliance standards.
Compliance
Adecco MSP ensure compliance to Care Quality Commission (CQC) standards, here is a general process that can be followed:
1. Understand the Regulations: Familiarize yourself with the CQC regulations and fundamental standards. These include requirements for safe care and treatment, safeguarding, consent, staffing, and good governance
2. Training and Development: Provide ongoing training for staff to ensure they understand and can comply with CQC standards.
3. Monitoring and Auditing: Regularly monitor and audit your services to ensure compliance. This includes conducting internal audits
4. Spot Checks - Adecco MSP will do spot check audits on workers to check they are fully compliant.
5. Visa - Workers with visa restrictions – it is the duty of the Agency Partner to ensure all workers have a valid visa and right to work that is held on file.
6. Student Visas – Please ensure visa working hours are adhered too.
CQC DBS Hire
Enhanced DBS Passport
If no Passport UK or Irish Birth Certificate and Proof of NI Number
Visa (if not UK or Irish citizen)
2 x Proof of address
(dated within 3 and 12 months depending on documentation)
2 x Reference for last 3 years one must be current or most recent employer. At least one reference must be from Care Scheme, can go further back in years to obtain this.
All Documents must be verified, signed, and dated.
5-year employment history, together with a satisfactory explanation of any gaps of 4 weeks or more in employment, including where owing to a disability
Evidence of relevant qualifications
Role specific – proof of driving licence
Out of Hours Service
As an agency partner if you have offered to supply for the out of hours service then we would expect you to be available between the hours of 5.30pm to 8.30am to fill urgent bookings.
If the booking is not urgent, please ask the manager to submit the booking in Planbition as normal.
For Out Of Hours Adecco MSP will need to have all the full information for any bookings filled by 9am the following day. Complete the form below so we can retrospectively assign the worker the booking for payment. Please complete this as soon as you receive a booking with the relevant information.
Failure to complete this may mean that your worker will not be paid.
OOH Booking Form
Please use this form below to provide information on Out Of Hours Ad Hoc Shifts cover you provided to Riverside
Queries
To ensure all queries are dealt with efficiently please use the Query log supplied on MS Form. Our SLA is to get back to you within 2 hrs for urgent or 6 hours for non-urgent queries .
Queries can include payroll, holiday or general queries.
Anything urgent and relating to a booking that day please email and mark it Urgent to TRG.Supplier@adecco.co.uk
Agency Workers Regulation
Associates are protected from Week 12 under the Agency Workers Regulations (AWR) 2010. They are afforded the same or similar treatment as apply to a permanent worker undertaking the same or a similar role This means that neither a permanent worker nor an agency worker should be put at a direct disadvantage over the other due to their engagement type.
Agency Worker Rights Post 12 Weeks:
o To be paid the same as a comparable permanent member of staff
o Paid annual leave (subject to having sufficient leave accrual – this is accrued and managed by the Agency Partners and paid only within the Adecco holiday year.
o Rest breaks as per the Working Time Directive and limits on working time as per the Working Time Directive
o Not to be discriminated against because of any “protected characteristic” under the Equality Act 2010
In line with AWR regulations Riverside pay from Day 1 the equivalent salary as an hourly rate, after 12 weeks the worker will be entitled to an uplift in their holiday allowance from 28 days including public holiday to 28 days plus public holidays.
Confidentiality
All Temporary workers are informed of confidentiality expectations in these procedures must ensure that they maintain, as appropriate, the confidentiality of the process within and outside The Riverside Group. Failure to do so may be subject to disciplinary action. Please ensure all workers read and sign the works eBook to regarding confidentiality.
Conduct and Behaviour
All agency workers working at the Riverside need to always present an appropriate and professional manner. As well as:
• Keep confidential any information received in the course of their work
• Be honest and act with integrity.
• Act in an appropriate and professional manner and do so in line with the principles of the Riversides Core Values.
It is important that each worker is given the worker eBook, and they will need to read and sign the confidentiality agreement to confirm that they understand the content of the eBook prior to working at Riverside.
Attendance Management Related Issues
Absence policy is 6 days of unplanned leave per year, distributed across no more than 3 separate occasions.
Lateness
If an agency worker is late for a shift, their line manager can :
• Remind them of the need to be prompt without discussing action.
• If there is continued lateness, the Adecco MSP team will raise this with the Agency Partner
• If the lateness persists and the Hiring Manager agrees, the worker may have their Riverside assignment terminated by Adecco MSP and a replacement found.
Sickness
If an agency worker is unable to attend work due to illness, they will need to log back into Planbition and return the shift not less than 1 hour before the start of the shift. For ongoing workers, we recommend they call the manager on duty.
Sickness while on duty
If an agency worker falls ill or need to leave the booking early and require a replacement, you will need to log on to Planbition and request for a new agency worker .
However, geofencing will capture the hours the agency worker worked.
Absence From Work
If a worker does not arrive for their shift the Hiring Manager will contact Adecco MSP Account Management team as soon as possible. Under no circumstances should a worker be contacted directly by the Hiring Manager. Adecco MSP will contact the Agency Partners and consult with the Hiring Manager on appropriate action.
If the Hiring Manager Cancels a shift that has started If the agency worker arrives for their shift and the Hiring Manager deems that they are not required and shorten the shift, Riverside will need to pay the agency worker a minimum 4hrs to cover time and expenses. The Hiring Manager will also need to contact Adecco MSP and inform them of the change in shift duration.
Reasonable Adjustments
The Agency Partners will inform Adecco MSP if an agency worker needs reasonable adjustments, and this will be advised to the Hiring Manager of that role so that the adjustments can be put in place before the arrival of the worker.
Caution, Conviction or Charged with a Criminal Offence
If a temporary worker is charged with, or convicted of, a criminal offence this is not normally in itself reason for disciplinary action. Consideration will be given to what effect the charge or conviction has on the colleague’s suitability to do their job, and the impact upon their relationship with Riverside and its customers. It should be noted that being charged is different from a conviction and should be treated as such. This will be referred to Riverside
Temporary workers are contractually obliged to inform Riverside if they receive a criminal conviction, which would impact their role, during their employment e.g. if a colleague drives a company vehicle and receive points on their licence.
Depending on the circumstances, it may be relevant for the business lead to liaise with the police force. Riverside does not necessarily need to wait for the outcome of any prosecution before taking their own fair and reasonable action. Where the colleague refuses to co-operate, Riverside may act based on the information available to them.
Disciplinary Issues
In all disciplinary related issues, an agency worker cannot be disciplined by the Riverside line managers and must be referred to Adecco MSP to manage the process accordingly with the Agency Partners.
Taking such a course of action could result in the Riverside being involved in a coemployment situation at an Employment Tribunal. So, by ensuring that Adecco MSP handles the process this will be avoided.
An investigation meeting will take place and reported back to the hiring manager. If a warning is to be issued Adecco MSP will discuss any training requirements, improvement levels and timescales with the manager and then with the agency partner to discuss with the worker . We would ask the agency partner to complete welfare calls with the worker and feedback so we can update the manager until improvement has been achieved or if not, Adecco will request the Agency Partners to end the assignment.
Should the conduct be considered serious/gross misconduct then an investigation should be undertaken by Adecco/Agency Partners and the associate dependant on the outcome the agency worker would have their assignment ended.
Under the influence of drugs or alcohol
If a worker is under the influence of alcohol or drugs, the line manager should request the worker to leave the site and contact the Adecco MSP immediately to advise them of the situation. We will then decide what action is to be taken or if the worker’s assignment is to be terminated.
Aggressive or inappropriate behaviour / conduct
If an agency worker is aggressive or displays poor or inappropriate behaviour the line manager can ask them to stand down for the time being and must inform Adecco MSP of the issue immediately.
Adecco MSP will establish the issues and either advise the worker what improvements are required or whether they consider such actions to warrant removing the worker from the Riverside Group by terminating their assignment.
Safeguarding
Any allegations of safeguarding in relation to children or vulnerable adults should be dealt with in accordance with the Riverside Group Safeguarding Policy. Adecco MSP will liaise with the Agency Partners in this issues. Please ensure where required all workers have safeguarding experience
Health & Safety
A H&S matrix will be supplied, and this is for each agency partner to use to ensure that the health and safety information will need to be provided down the recruitment chain and is to be used by these suppliers/consultant to ensure all workers are given Health & Safety relevant to the scheme they are working at for each assignment.
• The safety statement provided to the worker pre-assignment will require site and roll components which are detailed within the attached.
• Where the site(s) identified for the role are provided, the health and safety information from the “sites” tab is to be used to pull out the relevant hazards and control measures. Where there is a “no” in column G for a site, there are no unique risks identified and a statement of “The client has stated that the site you will be occupying during your assignment has no unique risks attributed to it” should be provided for this aspect of the safety statement.
• The roles have been bundled into 4 distinct categories. If you are unsure as to which category a particular role falls into, the “roles per category” tab itemises these. The roles hazards and control measures are found in the “hazards per category” tab and are to be used to pull out the relevant hazards and control measures for the supplied role.
• Between these tabs, a safety statement showing the hazards and control measures for the role and working environment (site) should be assembled and provided by the supplier to the candidate before they start the assignment.
• Please speak to Adecco MSP if you need a copy of the matrix
Grievance Procedure
By An Agency worker
If an agency worker wants to make a complaint or raise a grievance about a Riverside employee and the matter cannot be resolved informally by the manager, then HR policy is that they should follow the process set out in the Riverside Grievance Policy. The Decision Manager should seek advice from their Talent Partner on handling such cases.
The Hiring Manager may seek help and or advice from their Talent Partner . If the issue is of a serious nature or also involves/relates to permanent members of staff the Line Manager should involve the Talent Partner at the earliest possible point.
Investigating a Complaint/Issue
Adecco may ask the Hiring Manager to provide evidence to enable them to investigate any grievance or discipline matter. Hiring Managers should endeavour to provide such detail; however, they should consult their Talent Partner before doing so unless the matter is minor in nature.
Against an Agency Worker
Should Riverside employee have a grievance against an agency worker, the employee should raise their concerns with a manager. The manager should then contact Adecco MSP.
The manager should not undertake any initial fact finding with the agency worker. It is for the Agency Partners as the workers employer to undertake any initial investigations though managers should support the agency in doing so where this is required.
If the grievance needs to be formally handled it would be for Agency Partners to investigate and for them to decide, in line with their own grievance procedures, the appropriate action e.g., informal, formal (the same would also be true for misconduct allegations).
Performance of Agency Workers
It is acceptable for the line manager to remind a worker of the need to meet agreed performance standards in their role or provide additional training.
Under Performance and Poor Performance
For long term workers over 12 weeks if a line manager has concerns with a worker’s performance, then there are certain steps that should be taken before an agency worker’s assignment is ended (to avoid any potential Employment Tribunal claims being lodged the worker for unfair dismissal). The manager should inform Adecco MSP of any concerns in advance of addressing these with the agency worker. This is especially important if this could result in the assignment being ended early.
Stage 1:
• Line Manager should address concerns informally. Remind the worker of the required standards and identifying any support required to improve performance (including reasonable adjustments if applicable). Also notify Adecco MSP.
Stage 2:
• If the underperformance issues persist, contact Adecco MSP who will liaise with the Agency Partners to go down their formal disciplinary route in lien with Riverside disciplinary process.
Stage 3:
• If there is no improvement after the disciplinary, Adecco MSP will contact the Agency Partners to end the agency worker’s assignment. For gross misconduct this is an immediate end of assignment.
Payroll
For agency workers we will no longer be require to approve timesheets, this will be operated via Geofencing. Geofencing will be used to clock in and clock of shifts.
All Break tolerances are programmed into the geofence that is 30 mins break after 6 hours work. If the worker takes more or less break or is asked to stay later , then please liaise with Adecco MSP so we can confirm with Riverside and amend booking . If you have any queries regarding payroll contact
Adecco MSP Team on:
Phone Number : 0207 0386 444 Email: TRG.SupplyChainr@adecco.co.uk
If temporary workers have queries, they will need to contact their agency in the first instance
Annual Leave & Public Holidays
This will be managed through you the agency partner who will seek approval through the Adecco MSP/Riverside
Agency workers will be given from Day 1 leave allowance of 28 days per year which includes 8 x public holidays
After 12 weeks they will receive the equivalent leave to a permanent employee which is 28 days Leave and 8 x public holidays for Riverside and OHG .
OHG Catering will receive 21 days and 8 x Public Holiday
Hours Worked
All hours worked will be automatically recorded via Geofencing and agency workers will not need to complete timesheets.
Geofencing uses the mobile data 4G or 5G and does not use WIFI. This is because the connection needs to be local/show exact location of worker therefore cannot use WIFI.
In case the agency worker is having poor connection on their device they will need to email, and the hours can be added manually.
The working time of the agency worker will be calculated by the hours logged on Geofencing unless otherwise advised.
Approving Timesheets
Timesheet do not need to be approved. The Hiring Manager just need to make sure the hours on Planbition are accurate by ensuring the agency workers are using their Planbition app for geofencing.
Payroll is processed every Monday and paid to the worker every Friday.
Our timesheets are Saturday to Friday.
Shift Patterns and Pay Rates
Weekday: Day : 07:00hrs – 22:00hrs
Night: 22:00hrs – 07:00hrs
Weekend
Day : 07:00hrs – 22:00hrs
Night: 22:00hrs – 07:00hrs
Bank Holidays Day : 07:00hrs – 22:00hrs
Night: 22:00hrs – 07:00hrs
Working hours
Riverside full-time weekly working hours are 37.5 hours per week. There must be 11(eleven) hours between shifts and 1 day rest withing the 7 day period. Workers can only work a maximum of 48 hours per week.
Breaks: All workers, working more than 6 hours on a workday are entitled to take an unpaid rest break of 30 minutes.
Payrates
The payrates are aligned to local sites roles as agreed with Riverside and OHG. To reduce impact to the service with known temps who have worked in the talent pool for some time those workers will continue existing rates . These will be looked at by a case by case with Riverside on a monthly basis . This is only for adhoc temps post contract where there has been less than a 6 week break in service .
Pay queries
Should your associates have any queries regarding their pay please refer them to contact their respective Agency Partners.
The deadline for any queries is 10am on a Monday for Adecco MSP to rectify your query for payment that week, however it is always better to raise a query as soon as you can.
Overtime Policy
This is overtime policy is only for workers starting to work on the 29th March 2025. For any existing workers, the overtime policy will be based on pre-existing contracts.
***Please note:
Overtime is only paid for worker working on Riverside sites only. OHG does not pay overtime as its already in an enhanced rate
Overtime is only paid when the temporary worker has completed 37.5 hour week , agreed holiday will be included in time worked but sickness will not be accounted. This includes weekends and public holidays.
• New Workers (Pre 12 weeks) - Day 1 parity on hourly rate that includes bank holidayx1.5 (Public Holiday), xl.3for Overtime once 37.5 hours are completed
• New Workers (post 12 weeks) - Day 1 parity on hourly rate which will include any allowances that includes bank holiday xl .5 (public Holidays) and day in lieu for Riverside and no day in lieu
For public holidays tor OHG, x l .3 for Overtime once 37.5 hours are completed
Thank you!
Thank you for reading this Riverside Supplier Guide, please contact your relevant Adecco MSP Team if you have any further questions.
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