Foreword from Dan Hayes, Chief Executive
Dear colleague
I am pleased to present All about us, our guide to working at The Orders of St John Care Trust (OSJCT). It is designed to provide helpful and important information to support you during your career with us.
You may be reading this guide as a long-standing colleague, you may be new to OSJCT, or you may have joined us from another part of the OSJCT group. The guide is designed to make it easier for you to find essential and up-to-date documents and processes and navigate to the portals and applications which will make your working life easier.
At OSJCT, people are at the heart of everything we do, and we are absolutely committed to engaging with all colleagues, living our values, and offering you great opportunities and rewards throughout your time with us.
Please consider yourself to be part of a big team that is here to support you at all times. Ask when you are not sure, never be afraid to raise an issue, always consider your safety and that of others, and most of all, do all you can to bring happiness and variety to the lives of those in our care.
We believe that by providing you with the best possible support, we can work together to deliver an exceptional experience for everyone who interacts with OSJCT, whether they are a resident, service user, family member, friend, volunteer, practitioner or member of the local community.
Every individual who works for OSJCT makes a profound difference to people in need of care. You do one of the most important jobs in society and I hope you get as much satisfaction from it as I do every day.
Dan Hayes Chief Executive
Purpose of this guide
Thank you for being part of our team and for giving your support to those who we care for.
We give you this guide in addition to your individual contractual terms and conditions. Whether you are an employee, bank worker, or contractor, it will help you find our key resources, policies and procedures.
These documents will support all areas of your work. You must be aware of, understand and follow our policies and procedures at all times. They keep our residents, service users and colleagues safe.
You can view them here:
Policy Portal
Click here
People Portal
www.osjct.co.uk/PeoplePortal
Intranet
Click here
These links are on every OSJCT computer and laptop.
You can also access the People Portal on a mobile phone and the Policy Portal on an eCare handset.
If you need help, please ask your line manager or administration team. You can also contact the HR Hub on 0330 460 0984 or HRhub@osjct.co.uk
Louise Berg Interim People Director
About The Orders of St John Care Trust
The Order of Malta and The Order of St John have cared for others since the Middle Ages. We continue this tradition as The Orders of St John Care Trust. We are a modern charity founded on the Christian values of love, compassion, respect and inclusivity and we care for people from all faiths and no faith. You can read more about our history here: www.osjct.co.uk/about-us/history
We are a not-for-profit charitable trust, which means we don’t have shareholders. We use surplus money within OSJCT to help our residents and service users.
The Fremantle Trust and Elmfield Care are part of the OSJCT group. We offer care services in Buckinghamshire, Gloucestershire, Lincolnshire, Oxfordshire, Suffolk, West Sussex, and Wiltshire. Together, we care for more than 4,000 people with over 6,000 colleagues. We have 75 registered care homes, eight extra care housing schemes, five residential and 11 supported living services.
Our five values
These are at the heart of our work:
• Dedicated to caring
• Empowering individuals
• Respecting each other
• Securing our future
• Promoting communities
You can read more about our values on the website: www.osjct.co.uk/about-us/values
OSJCT volunteers
We are proud to involve volunteers aged 16 and above in our organisation. Individuals, local businesses and charities bring their energy, skills and interests. They support our residents and service users in non-care roles for one-off or regular events and add to the care that colleagues provide.
Everyone who works for us has an important part to play in supporting our volunteers. Information about this is in our Policy Portal.
You may even know someone who could volunteer with us. Please ask them to contact the volunteering team at Volunteer@osjct.co.uk
Reward, recognition and wellbeing
Reward and recognition
We regularly check what we pay against other care providers and review our pay each year. This is how we make sure you get a fair and competitive rate of pay
We hope you will join our ‘Recruit a Friend’ referral scheme. We reward you if you refer friends or family to come and work with us. More benefits include paid annual leave, pension contributions, life insurance, free eye tests and a reward platform, Rewarding Moments, which gives you:
• Ecards: a simple, thoughtful way to say thank you to your colleagues.
• Discounts and cashback: to help you do more with your money.
• Wellbeing hub: to improve your mental, physical, financial and social health.
You can use Single Sign On to access Rewarding Moments or download the app:
Wellbeing
The Rewarding Moments wellbeing hub helps you with the four main areas of wellbeing:
• Mental wellbeing: with resources to build resilience, manage stress, and focus on self-care.
• Physical wellbeing: with tips, guides, and activities for staying active and healthy.
• Financial wellbeing: with advice, discounts, and tools to support financial security and planning.
• Social wellbeing: with new ways to connect with colleagues and feel a sense of belonging.
Read the latest OSJCT stories and ideas in our monthly email, the Wellbeing Newsletter.
Employee Assistance Programme (EAP)
An EAP gives you financial, legal or health help and advice from professional counsellors. Carefirst Lifestyle provides our free-of-charge EAP. It is open 24 hours per day, 365 days per year.
Speak to a support advisor by calling: 0800 0882 072
Or connect online by logging in at: www.carefirst-lifestyle.co.uk username: stjohncaretrust password: eachpersoneap
Carefirst Lifestyle is not part of OSJCT. Anything you discuss with them is confidential. They will not share any information with OSJCT.
If you have a health condition that might affect you at work, please tell your line manager or supervisor so they can support you.
Breaks
You are entitled to breaks (rest time). These vary based on your role, location and the length of your working day. Your line manager will explain break practices as part of your induction. For example, if your shift is longer than six hours, you are entitled to an uninterrupted break of at least 20 minutes. You should take this during your shift rather than at the beginning or the end.
Colleague facilities
In services breaks are usually taken on-site in an allocated rest room. Most services also have kitchen facilities, and many provide lockers. We advise you not to bring valuable personal items to work, as we do not accept responsibility for loss or damage to personal property brought to or used during work.
Your suggestions
We can always get better. Our leadership team would like to hear your ideas about ways we can improve. You can email your thoughts to suggestions@osjct.co.uk or click on the desktop icon:
Our structure
Our leadership team
OSJCT has a Chief Executive and three Executive Directors:
Chief Executive Officer Dan Hayes, OBE
Chief Financial Officer Tracey Wardle
Group Operations Director Mike Stredder
Director of People and Voice
Jacqui Roynon
You can find out more about our leadership team, patrons and trustees here: www.osjct.co.uk/about-us/people
Our specialist departments
Operations
Our largest team includes colleagues in our care homes, extra care housing schemes and learning disabilities services.
Care Quality
This team provides expert healthcare, hygiene and nutrition advice, to support us in meeting the standards required by our regulator, the Care Quality Commission (CQC).
Commercial
This team, which includes procurement, works with partners, suppliers and local authorities to manage our contracts and ensure value for money.
Finance
This team partners homes, schemes and other departments to deliver robust financial planning and management, budgeting and forecasting, and compliance with accounting regulations, to support the Trust’s financial sustainability.
Governance
As we are regulated by the Charity Commission and the CQC this team supports colleagues and the Trustee Board to maintain legal and regulatory compliance, through guidance and policy documents.
Health and Safety
This team supports a healthy, injury-free workplace. They offer training, guidance and advice.
Information Technology
This team manages our IT equipment, systems, security, software, logins and information governance.
Marketing and Communications
This team looks after internal and external communications, marketing, digital, social media and PR. The Customer Service team manage our service enquiries.
People
This team manages our HR Hub, recruitment, employee relations, volunteers, learning and development, reward and wellbeing.
Property
This team takes care of maintenance, refurbishment and servicing. They also purchase and commission new capital equipment or services.
Transformation
This team delivers new ways of working. They support the introduction of new technologies and systems for the Trust.
Key terms and conditions
Your contract
Your terms and conditions are in your contract. By accepting a position with us, you are agreeing to those. We have the right to make changes to terms and conditions to support organisational requirements. If we do this, we will communicate these changes to you.
Probationary support period
You will have an initial probationary support period. This time will allow each of us to assess your suitability for your role. You will have meetings with your line manager to discuss your training and progress. We can extend the period if you need extra support. When you perform at the level we need, this period is complete, and we will confirm your position.
Hours of work
Your weekly working hours are in your contract. We need to be flexible in how we operate and reserve the right, within Working Time Regulations, to make reasonable changes to working patterns within overall four-weekly or monthly contracted hours. Overtime is usually voluntary, but there may be occasions when you are required to work outside your usual working hours. You must agree to all overtime with your line manager before you work it.
Night shifts
All night shifts are waking shifts unless your line manager confirms it is a sleep-in shift. Sleeping on duty during a waking shift will be considered a misconduct issue.
Place of work
Your place of work is in your contract. You may be required to travel to another OSJCT location for work or training on a temporary or permanent basis. Colleagues in specialist departments must follow our hybrid working policy.
Pay
Your rate and frequency of pay are in your contract. We will deduct Income Tax, National Insurance Contributions, and any other salary deductions from your gross pay, in line with current legislation. We
reserve the right to deduct from you any money you owe us, for example, if you have taken more holiday than you are entitled to take or if we have overpaid you. You are responsible for checking your payslips regularly and informing your line manager if your pay is incorrect. Payslips are available at www.osjct.co.uk/PeoplePortal
Expenses
Travel, accommodation, food and drink expenses must be solely related to OSJCT business. Your line manager will need to approve your expense claims before we can pay them. Details on how and when to make an expense claim are available in our Policy Portal.
Notice
Your notice period is in your contract. Notice can be given by you or by us. If you do not work your notice, we will not pay it. You must return all company property to us on or before your last date of employment.
Uniform, clothing and personal appearance at work
Colleagues working in services will be given a uniform on or before their first day. You must wear your uniform on all shifts and cannot adapt it. You must not wear your uniform to and from work. You should wear minimal jewellery and keep your nails short and natural to prevent infection. Hair must be tied back if long enough to do so. Footwear must be plain, black, fully enclosed, flat and non-slip. Colleagues working in specialist departments should dress professionally at all times. Full details of uniform and workwear are available in our Policy Portal.
Stop and search
We reserve the right to, without notice, search personal belongings which have been brought onto OSJCT property. This may include searching your locker, person, bags or vehicle. Searches will not extend to physical contact. If we believe you have concealed an item or you refuse a search, we may ask the police to conduct a search, if necessary, under caution.
Personal conduct at work
You will work with residents, service users, their friends and family, colleagues, volunteers and visiting professionals. All colleagues must ensure that working relationships inside and outside the workplace, including on social media, are professional and that their actions, or lack of actions, do not damage our reputation as a leading care provider. We are committed to providing a safe, respectful and inclusive working environment for all. We have a zero-tolerance approach to bullying, harassment or discrimination. We expect colleagues to understand and follow our Code of Conduct (available in our Policy Portal).
Gifts and legal documents, including wills
Colleagues must not witness any resident or service user’s legal documents, including wills and power of attorney. We discourage colleagues from accepting gifts (including money or vouchers) from anyone, including residents, service users, their families and friends. You must politely decline the offer of a gift valued above £50 or a request to witness a legal document. You should immediately report the offer or request to your line manager or supervisor to log. You may accept gifts valued below £50 but must also report this to your line manager or supervisor immediately to record in the gift log. Colleagues must follow the ‘Management of Residents’ Monies Valuables and Financial Legal Affairs (Wills and Advance Decisions), including gifts’ policy (available in our Policy Portal). Failure to follow this policy will be considered a misconduct issue.
Annual leave
Our annual leave year runs from 1 April – 31 March. Your paid annual leave entitlement is in your contract. Your line manager must approve your annual leave request in advance. We do not normally approve leave of more than 10 consecutive working days. We do not guarantee approval of all leave requests, so you should not commit to arrangements before receiving approval. Colleagues should aim to request their leave at least four weeks before the leave dates. You should use your entitlement before the end of the leave year and spread annual leave evenly throughout the year. You cannot carry over leave you have built up but not taken, and we do not pay for annual leave which hasn’t been taken. You can request annual leave at www.osjct.co.uk/PeoplePortal
Lateness
We expect you to start work at the agreed time. If you are not going to start on time, you must call your line manager or supervisor as soon as possible and before your usual start time. You should explain the reason for your delay and the time you expect to start work. We will only pay you for the hours you work. Repeated lateness will be considered a misconduct issue.
Sickness absence
If you are unwell and unable to work contact your line manager or supervisor. We cannot accept this information from someone on your behalf other than in emergencies. You must call your department or the service where you work and speak to your line manager or supervisor before your agreed start time. You should tell them why you will be absent and when you expect to return. You will agree on how and when you will keep in touch during your absence.
If your absence lasts seven consecutive days or less, you must self-certify when you return to work. If you are absent for eight consecutive days or longer, we need a statement of fitness for work. You can get this from your GP or other registered healthcare professional. Send each statement to your line manager as soon as you receive it. Your occupational (company) sick pay entitlement is in your contract. We pay statutory sick pay (SSP) in line with current legislation. We make payment when we receive a self-certification or statement of fitness for work.
Medical appointments
Please try to minimise time away from work for medical appointments. If this is not possible, give your line manager the date and times you will be away from work before your appointment. We will only pay you for the hours you work.
Occupational health referrals
If you have a serious health condition or several periods of absence, we may refer you to an external occupational health assessor, for medical advice and support.
Unauthorised absence
If you do not attend work, do not inform your line manager or supervisor in advance, and do not follow our absence reporting procedure, your absence will be considered a misconduct issue
Other absence
We support many other types of absence. These include compassionate leave, family-friendly leave (for example maternity, paternity, adoption, parental or dependents), public duty leave (for example jury service), and extended unpaid leave (for example emergency or bereavement).
You can find policies relating to annual leave and absence from work in our Policy Portal.
Technology and communications
All colleagues must understand and comply with our Information Technology (IT) and Information Governance (IG) policies. These are available in our Policy Portal.
IT key topics:
• You must act in a manner that does not risk OSJCT hardware, software, systems, or data assets.
• You must report any security or information incidents to the appropriate internal IT or IG authority immediately.
• You will not remove equipment, data assets or documents from OSJCT locations.
• We hold data on your use of IT equipment and services, documents and emails. Where there is a valid reason, we reserve the right to review this.
• We provide you with IT and communications equipment when required for your role. Equipment is for business use and may only be permitted for personal use by your line manager in certain circumstances. Personal use must not affect the smooth running of OSJCT or present a risk to systems, sensitive data, confidential data or information.
• Regular use of personal IT equipment for work purposes is provided via our authorised Bring Your Own Device (BYOD) policy.
• If you register your mobile phone through our BYOD policy, you can use it for some work purposes. These include Multi-Factor Authentication (MFA), Self-Service Password Reset (SSPR), official work communications (in forums or groups) or accessing our Policy Portal.
• To comply with General Data Protection Regulations (GDPR), you must not use your mobile phone to record or photograph information relating to OSJCT, residents, service users, colleagues or any other individuals. Mobile phones can only be used for personal activities during your break time.
Information Governance
We are a regulated care provider, so we have to control the confidentiality, integrity and availability of information gathered from residents and service users. Our IG framework explains the legal rules, guidance and best practice for how we handle this information.
Health and Safety
The health, safety, and wellbeing of our colleagues, residents and service users are vital at OSJCT. We look after one another and create places where people love to live and work.
Your legal obligations
You are responsible for the health and safety of yourself and others. You must ask if you do not understand any health and safety procedures.
You must, at all times:
• Comply with OSJCT policies, procedures and risk assessments.
• Only complete tasks that you are competent to do.
• Report unsafe working conditions, concerns, accidents, incidents or ‘near misses’ to your line manager or supervisor immediately.
• Wear appropriate personal protective equipment, for example gloves.
• Not misuse or interfere with equipment.
• Take care of yourself and other people.
• Attend all required training and follow the training and instructions we give you.
Good housekeeping
Poor housekeeping causes accidents. You should keep your place of work clean and tidy, clean up spills, and pick up objects that may cause hazards.
Risk assessments
Your line manager will ensure risks are assessed in your workplace. They will take action to minimise or eliminate identified risks.
Reporting accidents and near misses
You must report all accidents and near misses to your line manager or supervisor immediately. Potential hazards or unsafe conditions must also be reported.
Fire precautions
You will complete a fire walkaround on your first day in our care homes, schemes or offices. You will receive training on what to do in the event of a fire and take part in fire evacuation drills.
First aid
We have trained first aiders and first aid supplies in all our services and offices.
Moving and handling
You will receive appropriate manual handling training for your role.
Learning and Development
We want you to take pride in your work. We will support you with training and recognised qualifications and help you understand your legal, ethical and moral duties.
Induction
We will guide you through your first three months (and beyond). Our induction programme will help you understand how we work, your role and the needs of our residents and service users. Your line manager will create your plan to teach you the basics of good and safe practice. You can improve your skills through further training.
You may need to complete your training somewhere that is not your normal place of work. It may be when you are not normally working. Some training will be online.
Online learning (eLearning)
Your line manager will show you how to use the eLearning system on a computer. They will explain which training is mandatory and which is for personal development.
Mandatory training
Mandatory training is required for your role by law, OSJCT or our regulators. You need to complete this training on time to work safely and legally.
Apprenticeships and qualifications
You can work towards recognised qualifications, including care, catering and housekeeping. We encourage all care employees to complete Health and Social Care qualifications. You may be eligible for specialist professional qualifications funded by OSJCT. Full details are available from your line manager and on our intranet here.
Performance development
You will meet with your line manager at the end of your probationary support period and have an appraisal every six months. Your line manager will be available for one-to-one meetings to discuss any areas of concern and give feedback to help you be at your best in your role.
Appraisals help us to maintain high standards as you:
• Agree expectations of you and your role.
• Develop open working relationships.
• Highlight day-to-day issues and remove obstacles.
• Celebrate your achievements.
• Continue your professional development through guidance and training.
Career progression
We encourage you to develop skills and knowledge in your current role and we like to promote within OSJCT. We welcome internal applications for all vacancies, which are advertised here.
Where to find OSJCT policies and procedures
You can get help and read documents in our self-service Policy Portal. You only need to enter a few words to search for what you need.
Key topics include:
• Absence
• Alcohol and drug misuse
• Anti-bullying and harassment, including sexual harassment
• Appraisals
• Bank working
• Capability
• Child protection
• Conduct
• Equal opportunities
• Family-friendly practices
• Flexible working
• Grievance
• Hybrid working
• Learning and development
• Lone working
• Modern slavery
• Recruitment
• Smoking at work
• Social media
• Time and attendance
• Uniform and work clothing
• Volunteering
• Wellness
• Whistleblowing
• Working time
Policies and procedures are reviewed with changes to legislation and regulations and we will tell you if we make any changes. You are responsible for staying up-to-date with this information.
Thank you for reading this guide. The latest copy is in the Policy Portal.
We hope you will feel part of a large, caring team. There is always plenty going on here. You can find out more about our news and activities at Town Hall meetings and in our fortnightly email, News from the Trust. Your line manager or administration team can help you to find these. You can also follow OSJCT on Facebook, LinkedIn, Instagram or TikTok. We also have Facebook pages for our care homes and ECH schemes.
If you have any questions, please ask your line manager or supervisor. You can also contact our HR Hub team at HRhub@osjct.co.uk or call 0330 460 0984.