1.1 Explain what it means to have a duty of care in own work role. A duty of care is an obligation that any child or young person that is in your care is well looked after and is not harmed in a particular task. Within the setting in which I work I would carry out daily checks to ensure that my setting from the inside and outside are safe before the children arrive. I would also make sure that I keep up to date with my first aid and that the first aid box is fully stocked. Finally I would also make sure that accident forms are completed in the event of an accident occurring and that all parents are fully informed, who then sign any forms that would need to be filled out.
1.2 Explain how duty of care contributes to the safeguarding or protection of individuals. In your role you have a duty of care to raise any concerns you may have about any aspects of your work. This could be poor working conditions, poor equipment, poor practice by other members of staff and also raising concern about potential abuse cases and signs of neglect. As a nursery practitioner it is my duty of care to safeguard individuals from harm. All employees should report any signs/ concerns of abuse. These might include evidence or suspicions of bad practice by members of staff and managers, or abuse could be by another individual, another worker or it could be anyone. If you have any concerns at any time, you should discuss this matter with your manager. Know how to address conflicts or dilemmas that may arise between an individual’s rights and the duty of care.
2.1 Describe potential conflicts or dilemmas that may arise between an individual’s rights and the duty of care. Conflicts and dilemma that may arise between the duty of care and individuals rights could be staff having a difference of opinion over an individual. An example of this may be a staff member believing they have signs of abuse and another staff member thinking they don’t, this could lead to conflict between the individual’s family/carers if the staff start to involve other agencies such as Social Services. Dilemma could be knowing when to get further help regarding child/adult protection and safeguarding issues, an example of this may be that you did not refer the case to social services that individual might still continue to suffer from any sort of abuse. Other dilemmas in a setting could be: Staff falling out
Swearing and inappropriate behaviour
Absent staff members
Lack of team work
2.2 Describe how to manage risks associated with conflicts or dilemmas between an individual’s rights and the duty of care. There are many ways to manage risks associated with conflicts and dilemmas: Allowing individuals to explore with guidance
Making individuals aware of potential hazards and dangers that are there Allowing individuals to acquire life skills through learning how to cope with risky situations, Staff ignorance
Parents are a risk to staff if reported to social services
2.3 Explain where to get additional support and advice about conflicts and dilemmas. Colleagues
The person’s family and friends
Know how to respond to complaints
3.1 Describe how to respond to complaints
Responding to complaints, whether made by a parent or a staff colleague, you should always keep professional and listen to what the person has to say. You should keep calm and by being respectful and apologising when necessary which helps to diffuse potential conflict. Complaints need to be resolved as quickly as possible and constructively to avoid creating a bad atmosphere for all those involved. When responding to a complaint, it is important to listen to the other person’s point of view. You should avoid making personal comments and focus on the facts throughout. Always apologise if you are wrong and explain how you will resolve the situation. 3.2 Explain the main points of agreed procedures for handling complaints. Never ignore
Take down any key points
Be understanding and reassure the parents
Deal with the situation if you are able to
Pass the complaint over to the correct person to rectify
If the complaint can’t be solved the parents have a right to take this complaint to OFSTED.