Recruitment Policy and Procedure

1. Governance

1.1. This is the Recruitment Policy and Procedure for The Good Place Home Care Services Limited.

1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".

1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.

1.4. We can be contacted by:-

• a. Telephone: 01283 296 337
• b. Email: [protected:ahello][protected:athegoodplace.care]
• c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.

1.6. Document control sheet:-

2. Purpose

2.1. To establish clear guidelines for recruiting staff in a consistent, objective, and non-discriminatory manner.

2.2. To ensure that all candidates are treated fairly and with respect throughout the recruitment process.

2.3. To promote equality, diversity, and inclusion by preventing any form of discrimination.

2.4. To safeguard service users by ensuring that all recruited individuals are competent, qualified, and suitable for the role.

2.5. Comply with legal and regulatory requirements, ensuring safe and lawful employment practices.

2.6. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-

3. Scope

3.1. This policy applies to all recruitment and selection processes within The Good Place, covering:-

• a. Permanent Roles – Full-time and part-time positions for care and administrative staff.
• b. Temporary Roles – Short-term contracts, agency workers, and relief staff.
• c. Voluntary Positions – Individuals offering their time and skills without financial compensation.
• d. Apprenticeships and Work Placements – Individuals gaining experience as part of an educational or vocational programme.

3.2. All staff involved in the recruitment and selection process must adhere to this policy, ensuring that every stage of hiring is carried out professionally, ethically, and in line with best practices.

4. Policy Statement

4.1. This policy outlines The Good Place’s commitment to ensuring that recruitment, selection, and retention processes are fair, inclusive, and legally compliant. The Good Place recognises that a robust and transparent recruitment process is essential for attracting and retaining high-quality staff who are dedicated to delivering excellent domiciliary care services.

4.2. All hiring managers and staff responsible for recruitment must be familiar with these legal requirements and apply them consistently throughout the hiring process. The Good Place will regularly review and update recruitment practices to ensure compliance with any changes in legislation.

4.3. Failure to adhere to this policy may result in disciplinary action and, where necessary, legal consequences.

4.4. All recruitment for roles involving direct contact with vulnerable adults or children will be treated as a Regulated Activity under the terms defined by the Protection of Freedoms Act 2012 and the Safeguarding Vulnerable Groups Act 2006. This ensures all eligible posts require an Enhanced DBS check with barred list information.

4.5. As required by Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, The Good Place ensures that all recruitment is compliant with the requirements set out in Schedule 3 of the Regulations. This means that no one will be employed in a role unless all relevant checks have been completed, including but not limited to: proof of identity, satisfactory written references, full employment history, an enhanced DBS certificate where required, and confirmation that the person is of good character, has the qualifications, skills, and experience necessary for the work, and is physically and mentally fit for the post.

5. Legal & Regulatory Framework

5.1. This policy is guided by:-

• a. Equality Act 2010 – Ensures protection against discrimination based on protected characteristics, including age, gender, disability, race, religion, and sexual orientation.
• b. Employment Rights Act 1996 – Establishes the legal rights of employees, including fair recruitment processes and employment terms.
• c. Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – In particular Regulation 17 (Good governance), Regulation 18 (Staffing) and Regulation 19 (Fit and proper persons employed), which set out requirements for safe recruitment, staffing and governance.
• d. Rehabilitation of Offenders Act 1974 – Determines how previous convictions should be considered during recruitment, including rules on spent and unspent convictions.
• e. The Care Act 2014 – Sets out responsibilities for safe recruitment in social care to ensure the protection of vulnerable adults.
• f. Disclosure and Barring Service (DBS) Regulations – Mandates background checks for all employees working with vulnerable people.
• g. Care Quality Commission (CQC) Standards – Requires providers to have robust recruitment procedures that ensure staff are suitable for their roles.

5.2. The Good Place is fully committed to meeting the requirements of the Accessible Information Standard (AIS), as set out by NHS England. This means we will ensure that people with a disability, impairment, or sensory loss receive information and communication support that they can understand and use effectively. This may include large print, easy-read versions, audio formats, or the use of interpreters and communication aids. See our Accessible Information Standard (AIS) Policy and Procedure for further details.

5.3. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our Equality, Diversity and Human Rights Policy and Procedure for further details.

6. Data Protection & Confidentiality

6.1. At The Good Place, we recognise that protecting an individual's confidentiality and ensuring compliance with data protection laws are fundamental to ethical and legal care practices, especially when handling personal and sensitive health data.

6.2. See our Confidentiality and Data Protection (UK GDPR) Policy and Procedure for full details on how personal and health data must be obtained, stored, shared, and processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

6.3. When Data Can Be Shared Without Consent

6.3.1. In some situations, data protection laws allow information to be shared without consent if it is necessary for:-

• a. Safeguarding: If there is a serious risk of harm to a service user or others, staff have a duty to share information with appropriate agencies (e.g., local authority safeguarding teams).
  • aa. Local Authority: Staffordshire County Council
    • i. Email: [protected:aSSASPB.admin][protected:astaffordshire.gov.uk]
    • ii. Online: Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board
    • iii. Telephone (working hours): 0345 604 2719
    • iv. Telephone (out of hours): 0345 604 2886
• b. Medical emergencies: If a person is unconscious or unable to provide consent, relevant medical information may be shared with healthcare professionals to provide urgent care.
• c. Legal obligations: Where information must be shared to comply with a court order, statutory duty or other legal obligation (for example, duties under the Mental Capacity Act 2005, Deprivation of Liberty Safeguards, or safeguarding legislation).

6.3.2. In all cases where consent is overridden, the decision must be justified, recorded, and reported to senior management.

7. Definitions

7.1. For the purposes of this policy, the following definitions apply:-

• a. "Regulated Activity" – Work that involves close and unsupervised contact with adults or children in a caring role, as defined in the Safeguarding Vulnerable Groups Act 2006 (as amended by the Protection of Freedoms Act 2012). Most domiciliary care roles are regulated activity and therefore require an Enhanced DBS check with barred list information.
• b. "DBS Check" – A criminal record check carried out by the Disclosure and Barring Service (DBS). For roles involving regulated activity this will usually be an Enhanced DBS with an adult or child barred list check, or both where appropriate.
• c. "Schedule 3" – Schedule 3 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which sets out the information and documents that providers must obtain in respect of each person employed.
• d. "Recruiting Manager" – The manager responsible for leading and coordinating the recruitment process for a particular vacancy, usually the Registered Manager or delegated line manager.
• e. "Safer Recruitment" – A set of practices designed to help deter, reject or identify people who may pose a risk of harm to others from working with children or adults at risk. "Volunteers" – Individuals who offer their time and skills without a contract of employment or financial remuneration beyond reimbursement of agreed expenses.
• f. "Apprentices" – Individuals engaged in a formal apprenticeship programme that combines work-based learning with study towards a recognised qualification.
• g. "Regulated Professional" – A person who is required by law to be registered with a professional body (for example, a nurse registered with the Nursing and Midwifery Council), where applicable to any role we employ.

8. Regulation 19: Fit and proper persons employed (how The Good Place complies)

8.1. To meet Regulation 19: Fit and proper persons employed, The Good Place will not appoint any person until we are satisfied they are suitable, competent and of good character, and all required checks have been completed and recorded in line with Schedule 3. This includes:-

• a. Verified identity (including name, date of birth and photographic ID);
• b. Verified right to work in the UK (and ongoing compliance where applicable);
• c. A full employment history with explanations for gaps and verification of reasons for leaving;
• d. At least two written references, including the most recent employer, and specifically seeking confirmation of conduct and suitability (especially where the applicant has worked in health or social care or with children/vulnerable adults);
• e. An appropriate DBS check (enhanced and barred list where required) reviewed before the person starts regulated activity;
• f. Verification of qualifications, training and competence required for the role; and
• g. Confirmation, where relevant, that the person is physically and mentally fit to carry out their role, with occupational health advice sought when needed.

8.2. Where a check identifies concerns, the Registered Manager will complete a risk assessment and may withdraw the offer. No staff member will work unsupervised until all checks are satisfactorily completed and documented.

8.3. We recognise that suitability is an ongoing requirement, not a one-off check at appointment. We will therefore:-

• a. Encourage staff to subscribe to the DBS Update Service where eligible and, with their consent, carry out periodic online status checks.
• b. Repeat DBS checks at appropriate intervals, based on role and risk, or if new concerns arise.
• c. Require staff to inform their manager immediately if they are investigated, charged or convicted of a criminal offence, or if there is any change to their circumstances that may affect their suitability to work in their role.
• d. Respond promptly to any safeguarding, conduct or capability concerns through our disciplinary, safeguarding and performance management procedures.

8.4. Where any pre-employment or ongoing check identifies adverse information, the Registered Manager will complete a documented risk assessment in line with safer recruitment guidance. This will consider the nature and seriousness of the information, how long ago it occurred, any pattern of behaviour, the role being applied for, supervision arrangements and the views of referees. If we are not satisfied that it is safe and appropriate to proceed, the offer of employment or continued employment will be withdrawn.

9. Fair and Legal Recruitment Process

9.1. The Good Place is committed to a fair, transparent, and legally compliant recruitment process that upholds equality, diversity, and inclusion at every stage. All staff involved in recruitment must ensure that hiring decisions are based on merit, skills, and suitability for the role, without discrimination.

9.2. Ensuring Equality, Diversity, and Inclusion in Recruitment

9.2.1. Recruitment must be conducted in a way that promotes fairness and ensures equal opportunities for all candidates. This includes:-

• a. Treating all applicants with dignity and respect, regardless of their age, gender, ethnicity, religion, disability, sexual orientation, or any other protected characteristic under the Equality Act 2010.
• b. Making reasonable adjustments for applicants with disabilities to ensure they have equal access to job opportunities. This may include providing alternative application formats, adjusting interview processes, or offering additional support.
• c. Ensuring job descriptions and advertisements use inclusive, non-discriminatory language that encourages applications from diverse candidates.
• d. Providing training for all hiring managers on unconscious bias, diversity, and inclusive hiring practices to ensure recruitment decisions are objective and fair.
• e. Monitoring recruitment data to identify and address any potential biases or barriers to fair hiring.
• f. Any disability, health condition or AIS communication need disclosed during recruitment will only be used to plan reasonable adjustments and support. It will not be used to disadvantage applicants, and any decisions about suitability will focus on essential job requirements and what adjustments may reasonably be made.

9.3. Compliance with Employment Law and Regulatory Requirements

9.3.1. All recruitment activities must comply with UK employment law and regulatory requirements.

9.3.2. Right to Work Checks

9.3.2.1. Every applicant must provide proof of their right to work in the UK before employment is confirmed. Acceptable documents and methods of checking include original documents such as a UK passport, a share code for the Home Office online right to work service, or a biometric residence permit, as set out in the current Home Office "Employer’s guide to right to work checks".

9.3.2.2. Right to work checks will be carried out in line with Home Office guidance so that The Good Place can establish a statutory excuse against illegal working. Copies of documents or online check results will be retained securely for the duration of employment and for at least two years after it ends.

9.3.3. Disclosure and Barring Service (DBS) Checks

9.3.3.1. All roles involving contact with service users require an Enhanced DBS Check, which must be obtained before the employee starts work in regulated activity. We will only request DBS checks at the level appropriate to the role in line with DBS eligibility guidance.

9.3.3.2. Applicants must disclose, where legally required, any previous cautions, convictions or other relevant police information in line with the Rehabilitation of Offenders Act 1974, its Exceptions Order and current DBS filtering rules. We will not ask applicants to disclose information that they are lawfully entitled to withhold. Any information disclosed on a DBS certificate or self-disclosure will be considered on a case-by-case basis using a documented risk assessment; a criminal record will not automatically bar someone from employment.

9.3.4. Overseas recruitment and sponsorship

9.3.4.1. At present, The Good Place does not recruit or sponsor overseas workers. If this changes, we will ensure full compliance with Home Office sponsor duties, Regulation 19 and the Modern Slavery Act 2015.

9.3.4.2. Where we recruit or sponsor overseas workers, we comply with Home Office sponsor duties and Regulation 19 by verifying qualifications and (where applicable) English-language; conducting right-to-work checks via the online service; confirming professional registration status (if relevant); assessing health/immunisation status for the role; and providing induction/support to embed safe practice. We retain immigration compliance records (Certificate of Sponsorship, right-to-work evidence, absence records) and notify changes as required. Sponsorship proceeds only where safe staffing and supervision arrangements are in place.

9.3.4.3. If we recruit or sponsor overseas workers, we will comply with Home Office sponsor duties and Regulation 19 by verifying qualifications and (where applicable) English-language; conducting right-to-work checks via the online service; confirming professional registration status (if relevant); assessing health/immunisation status for the role; and providing induction/support to embed safe practice. We will retain immigration compliance records (Certificate of Sponsorship, right-to-work evidence, absence records) and notify changes as required. Sponsorship will proceed only where safe staffing and supervision arrangements are in place and where we are satisfied that there is no risk of exploitation or modern slavery.

9.3.5. Employment References and Verification

9.3.5.1. At least two references must be obtained before confirming employment.

9.3.5.2. If the applicant has worked in health or social care, a reference from their previous employer confirming their conduct and reason for leaving is mandatory.

9.3.6. Equal Pay and Fair Terms

9.3.6.1. All employees must be offered contracts in line with employment law, ensuring fair pay, working conditions, and legal entitlements such as holiday leave and pensions.

9.4. Steps Taken to Avoid Discrimination and Unconscious Bias in Selection

9.4.1. To ensure a recruitment process that is free from discrimination and bias, all hiring managers must adhere to the following best practices.

9.4.2. By following these guidelines, The Good Place ensures that recruitment is carried out ethically, fairly, and in compliance with legal obligations, providing equal opportunities for all applicants while safeguarding the welfare of service users.

9.4.3. Standardised Recruitment Process:-

• a. Follow a structured recruitment process that includes clear selection criteria, competency-based interviews, and objective scoring.
• b. Avoid informal hiring practices that could lead to favouritism or discrimination.

9.4.4. Blind Recruitment Where Possible:-

• a. Personal details such as name, gender, and ethnicity should be removed from application forms during the initial shortlisting phase to reduce unconscious bias.

9.4.5. Diverse Interview Panels:-

• a. Where possible, recruitment panels should include individuals from different backgrounds to provide a balanced perspective on candidate selection.

9.4.6. Consistent Questioning and Evaluation:-

• a. All applicants must be assessed against the same job-related criteria to ensure fairness.
• b. Interview questions must be structured and relevant to the job role, avoiding any personal or discriminatory topics.

9.4.7. Clear Documentation and Record-Keeping:-

• a. All recruitment decisions must be properly documented, including reasons for shortlisting or rejecting candidates.
• b. Records must be retained for a minimum period as required by employment law in case of any future challenges or audits.

10. Stages of Recruitment

10.1. The recruitment process must be structured, consistent, and legally compliant to ensure the selection of the most suitable candidates. Each stage must be followed systematically to promote fairness, inclusion, and regulatory compliance.

10.2. Job Advertisement

10.2.1. Clear Job Descriptions with Essential and Desirable Criteria:-

• a. Every job advertisement must contain a detailed job description outlining the key duties, responsibilities, and expectations of the role.
• b. The job description must include:
  • aa. Essential Criteria: The qualifications, experience, and skills that candidates must possess to be considered for the role.
  • ab. Desirable Criteria: Additional experience, training, or competencies that are beneficial but not mandatory.
• c. The role’s working hours, salary, location, and type of contract (permanent, temporary, full-time, or part-time) must be clearly stated.
• d. If the role requires specific professional qualifications (e.g., NVQ in Health and Social Care), this must be clearly mentioned.

10.2.2. Commitment to Equal Opportunities Included in All Job Adverts:-

• a. Every job advert must include a statement reinforcing The Good Place’s commitment to equality, diversity, and inclusion, such as: "We are an equal opportunities employer and welcome applications from all backgrounds, regardless of age, disability, gender, race, religion, or any other protected characteristic."
• b. Job adverts must be written in inclusive, neutral language and avoid gendered terms or phrases that could discourage applicants from diverse backgrounds.
• c. Reasonable adjustments must be offered for applicants with disabilities, including alternative formats for job descriptions and flexible application processes.

10.3. Application Process

10.3.1. Standardised Application Forms or CV Submissions:-

• a. Candidates must apply using The Good Place’s standard application form or by submitting a CV with a supporting statement.
• b. The application form must capture all relevant information, including:-
  • aa. Personal details and contact information.
  • ab. Employment history, including dates and job roles.
  • ac. Qualifications and training.
  • ad. References and right-to-work status.

10.3.2. Alternative Formats Available Upon Request for Accessibility:-

• a. To ensure accessibility, application forms must be available in alternative formats such as large print or electronic versions upon request.
• b. Assistance must be provided to applicants who require additional support in completing their applications.
• c. We ask, record, flag and share any AIS communication needs at application stage (e.g., large-print packs, Easy Read, telephone submission) so adjustments are in place before shortlisting and any tests.

10.4. Shortlisting Process

10.4.1. Selection Based on Skills, Experience, and Qualifications:-

• a. Shortlisting must be conducted based strictly on the essential and desirable criteria outlined in the job description.
• b. The selection panel must evaluate each application objectively, ensuring that only those who meet the requirements are considered for interview.
• c. Interview arrangements will reflect recorded AIS needs (for example, providing a BSL interpreter, extra time for written tasks, rest breaks, or an accessible room layout), and the recruiting manager will document the adjustment provided on the recruitment file.

10.4.2. Fair and Unbiased Scoring Criteria:-

• a. A structured scoring system must be used to assess each applicant consistently.
• b. Scores should be assigned based on how well the candidate’s qualifications, experience, and competencies match the job requirements.
• c. Personal biases must be avoided; hiring managers should receive training on unconscious bias and fair recruitment practices.
• d. All reasons for shortlisting or rejecting a candidate must be documented for transparency and future reference.

10.5. Interview Stage

10.5.1. Structured Interviews with Competency-Based Questions:-

• a. Interviews must be conducted using a structured format with pre-determined competency-based questions that assess a candidate’s skills, knowledge, and experience.
• b. All candidates must be asked the same set of questions to ensure fairness.
• c. Hypothetical and situational questions should be used to assess problem-solving abilities, decision-making, and suitability for the role.

10.5.2. Reasonable Adjustments Made Where Necessary:-

• a. If a candidate has a disability, reasonable adjustments must be made to support them during the interview process, such as:
  • aa. Providing extra time for assessments.
  • ab. Conducting interviews via alternative formats (e.g., virtual interviews).
  • ac. Offering assistive technology or sign language interpretation if required.

10.6. Pre-Employment Checks

10.6.1. Identity Verification:-

• a. All shortlisted candidates must provide official identification before employment is confirmed. Acceptable forms of ID include:
  • aa. Passport.
  • ab. UK driving licence.
  • ac. Birth certificate (with supporting documentation).

10.6.2. Employment History:-

• a. Candidates must provide a full employment history from the point of leaving full-time education, including start and end dates, job titles and reasons for leaving each role.
• b. We will verify, as a minimum, the last five years of employment history (and more where risk or role requirements indicate this), ensuring that any gaps are explained and documented.

10.6.3. References:-

• a. At least two professional references must be obtained before offering a role.
• b. If the applicant has previously worked in health or social care, or with children or vulnerable adults, references must confirm:
  • aa. Conduct during employment.
  • ab. Reason for leaving the role.
• c. References must be obtained directly from the referee using an organisational email address or official headed paper where possible. Where there is any doubt about authenticity, the recruiting manager will verify the reference by telephone and keep a brief record of the conversation.
• d. If it is genuinely not possible to obtain an employment reference (for example, where an employer has ceased trading), we may accept an alternative professional or character reference, provided that a robust risk assessment is completed and documented.

10.6.4. DBS (Disclosure and Barring Service) Check:-

• a. An Enhanced DBS Check, including an adult barred list check, must be conducted for all roles involving direct care of vulnerable individuals or other regulated activity.
• b. The check must normally be completed before the employee starts work. Where there are exceptional service pressures and the Registered Manager authorises an earlier start, the individual will only work under direct supervision and will not provide unsupervised care until a satisfactory DBS certificate has been seen and recorded.
• c. Any disclosures must be reviewed to assess suitability for the role, and the risk assessment recorded on the recruitment file.

10.7. Selection and Decision-Making

10.7.1. Selection decisions are made objectively, based on candidates’ performance at interview, results of any practical assessments, and the information provided in references and DBS checks. All candidates are scored against the same criteria, which are aligned with the job description and person specification.

10.7.2. The recruitment panel will meet to discuss and record their assessment of each candidate and make a recommendation for appointment. Where possible, at least two panel members will be present at interviews to ensure fairness and transparency.

10.7.3. No offer of employment will be made until all pre-employment checks required by Schedule 3 and the organisation’s own procedures have been completed satisfactorily. Any concerns identified during the checks will be reviewed by the Registered Manager and may result in the offer being withdrawn.

10.7.4. All decisions regarding appointments, as well as any reasons for not appointing a candidate, will be clearly documented and retained in line with data protection requirements.

10.8. Job Offer & Induction

10.8.1. Conditional Job Offer Subject to Satisfactory Checks:-

• a. A job offer must be issued in writing, stating that employment is subject to satisfactory completion of pre-employment checks, including:-
  • aa. References.
  • ab. Identity verification.
  • ac. DBS clearance (where required).
  • ad. Right-to-work checks.
• b. The offer letter must outline the terms and conditions of employment, including salary, working hours, probation period, and start date.

10.8.2. In exceptional circumstances where an individual starts work before all checks are fully completed (for example, where we are awaiting a final written reference), they will only undertake supervised duties and will not provide lone working or unsupervised care until all outstanding checks have been received and assessed as satisfactory.

10.8.3. Comprehensive Induction Including Training and Company Policies:-

• a. All new employees must complete a structured induction programme before commencing work. This must include:-
  • aa. An introduction to The Good Place, its values, and its policies.
  • ab. Mandatory training sessions on safeguarding, health and safety, infection control, and confidentiality.
  • ac. Role-specific training tailored to the employee’s duties.
  • ad. Shadowing experienced staff members to familiarise themselves with working practices.
• b. The induction process must be documented, and employees must sign to confirm they have understood key policies and procedures.

10.8.4. By following these structured stages of recruitment, The Good Place ensures a legally compliant, fair, and effective hiring process that selects the most suitable candidates while safeguarding the well-being of service users.

10.8.5.

11. Checking Previous Employment

11.1. A thorough review of a candidate’s employment history is essential to ensure their suitability for a role within The Good Place. All staff involved in recruitment must follow the procedures below to verify employment history accurately and address any discrepancies or gaps.

11.2. Verification of All Employment History Provided:-

• a. All candidates must provide a complete employment history, and as a minimum we will check and verify the last five years, or the entire history if this is shorter.
• b. The employment history should include:-
  • aa. The name of each previous employer.
  • ab. Job titles and roles held.
  • ac. Start and end dates of employment.
  • ad. Reason for leaving each role.
• c. Hiring managers must verify the employment history by:-
  • aa. Contacting previous employers to confirm dates of employment and roles performed.
  • ab. Ensuring the references provided match the employment details on the application form or CV.
  • ac. Requesting further clarification from the candidate if there are any discrepancies.

11.3. Additional Checks if Gaps in Employment Are Identified:-

• a. If a candidate has gaps in their employment history, they must provide an explanation for each gap. Acceptable reasons may include:
  • aa. Further education or training.
  • ab. Caring responsibilities.
  • ac. Travel or relocation.
  • ad. Health-related reasons (medical documentation may be required in some cases).
  • ae. Unemployment (job-seeking period).
• b. Any unexplained gaps of over one month must be investigated before proceeding with the recruitment process. The hiring manager must:-
  • aa. Ask the candidate for further clarification and supporting evidence (if applicable).
  • ab. Cross-check reference details to verify the accuracy of the explanation given.
  • ac. Document all findings in the recruitment records.
• c. If concerns arise regarding unexplained or inconsistent employment gaps, The Good Place reserves the right to:-
  • aa. Request additional references from past employers or professional contacts.
  • ab. Conduct an interview reassessment to further discuss the candidate’s background.
  • ac. Withdraw the job offer if satisfactory verification cannot be obtained.

11.4. By following these procedures, The Good Place ensures that all staff members have a verified employment background, reducing risks associated with misinformation, fraud, or unsuitable candidates joining the workforce.

12. Recruitment of Volunteers & Apprentices

12.1. The Good Place values the contribution of volunteers and apprentices in providing high-quality domiciliary care services. All volunteers and apprentices must be recruited through a structured process that ensures they are suitable for their roles and comply with legal and regulatory requirements.

The Good Place does not currently use volunteers or apprentices. If this changes, the following principles will apply:-

• a. Volunteers and apprentices will be recruited using the same fair, safe and lawful processes as paid staff;
• b. They will complete an application and interview, have their identity and (where applicable) right to work checked, receive a clear role description, induction, training and ongoing supervision; and
• c. Where they have direct contact with service users, appropriate DBS checks and risk assessments will be completed before they start.

12.2. Volunteers and Apprentices Are Subject to the Same Fair Recruitment Principles

12.2.1. The recruitment of volunteers and apprentices must follow the same principles of fairness, equality, and inclusion as the recruitment of paid staff.

12.2.2. Volunteers and apprentices must complete an application process, which includes:-

• a. Submission of an application form or expression of interest.
• b. An informal or formal interview to assess suitability.
• c. Verification of identity and right to work in the UK (where applicable).

12.2.3. A clear role description must be provided, detailing:

• a. The expectations, responsibilities, and scope of work.
• b. The duration and terms of their voluntary or apprenticeship placement.
• c. Any required qualifications, skills, or prior experience.

12.2.4. Volunteers and apprentices must be treated with the same level of professionalism and respect as paid employees.

12.2.5. The recruitment process must ensure that no individual is exploited or assigned inappropriate tasks beyond their role description.

12.3. Appropriate Training and Supervision Are Provided

12.3.1. All volunteers and apprentices must complete an induction programme before starting their roles. This must include:-

• a. An introduction to The Good Place’s mission, values, and expectations.
• b. Essential training on safeguarding, health and safety, infection control, and confidentiality.
• c. Role-specific guidance to ensure they understand their responsibilities.

12.3.2. Volunteers and apprentices must be assigned a supervisor or mentor who will:

• a. Provide ongoing support, guidance, and feedback.
• b. Ensure that work is conducted safely and in line with policies.
• c. Address any concerns or difficulties the individual may encounter.

12.3.3. Regular review meetings must be scheduled to assess progress, provide further training, and ensure both parties benefit from the arrangement.

12.4. DBS Checks Conducted Where Necessary

12.4.1. If a volunteer or apprentice will have direct contact with service users, they must undergo an Enhanced DBS Check before starting their role.

12.4.2. The DBS check process must follow the same procedures as for paid employees, including:-

• a. Verifying identity.
• b. Checking for any criminal convictions that could make the candidate unsuitable for the role.
• c. Reviewing disclosures to determine whether the individual can safely work with vulnerable people.

12.4.3. If the role does not involve direct care, a risk assessment must be conducted to determine whether a DBS check is necessary.

12.4.4. The Good Place has the right to decline or terminate a volunteer or apprenticeship placement if a DBS check reveals concerns that pose a risk to service users.

12.4.5. By ensuring a structured, fair, and legally compliant recruitment process for volunteers and apprentices, The Good Place maintains high standards of care while offering valuable opportunities for skill development and contribution to the community.

13. Recruitment Complaints

13.1. The Good Place is committed to ensuring that all applicants are treated fairly, respectfully, and without discrimination throughout the recruitment process. Any applicant who feels they have been treated unfairly or experienced discrimination has the right to raise a complaint. All complaints will be handled professionally, confidentially, and in line with The Good Place’s grievance procedures.

Applicants who believe they have been treated unfairly may raise a recruitment complaint in writing to the Registered Manager (Dean Hill):-

• a. Email: [protected:adean][protected:athegoodplace.care]
• b. Post: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

13.2. We will acknowledge the complaint within 3 working days and provide a written response within 20 working days, explaining our findings and any actions taken. Complaints are logged and reviewed by the Registered Manager and Nominated Individual to improve our recruitment processes.

13.3. Procedure for Applicants to Raise Concerns Regarding Discrimination or Unfair Treatment

13.3.1. Any applicant who believes they have been subject to unfair treatment, bias, or discrimination during the recruitment process should follow the steps below to raise a complaint.

13.3.2. Initial Informal Resolution

13.3.2.1. Applicants are encouraged to raise their concerns informally with the hiring manager or recruitment officer within 10 working days of the issue occurring.

13.3.2.2. If the concern can be resolved informally, a discussion will be held, and any necessary corrective action will be taken.

13.3.3. Formal Complaint Submission

13.3.3.1. If the issue is not resolved informally, the applicant can submit a formal complaint to the Registered Manager (Dean Hill):-

• a. Email: [protected:adean][protected:athegoodplace.care]
• b. Post: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

13.3.3.2. The complaint must include:-

• a. A detailed description of the issue.
• b. Any supporting evidence (e.g., emails, job descriptions, or interview correspondence).
• c. The name(s) of any staff involved.
• d. The outcome the applicant seeks.

13.3.4. Investigation Process

13.3.4.1. The Registered Manager (or, where appropriate, the Nominated Individual) will acknowledge receipt of the complaint within 3 working days.

13.3.4.2. The complaint will normally be investigated by the Registered Manager. Where the complaint relates to the Registered Manager, the investigation will be led by the Nominated Individual or Our Independent Reviewer to ensure independence. The investigation will include:-

• a. A review of relevant recruitment records and communications.
• b. Discussions or interviews with any staff involved in the recruitment process.
• c. An assessment of whether The Good Place ‘s recruitment policy, equality duties and legal standards have been followed.

13.3.4.3. A written outcome will be provided to the applicant within 20 working days of the complaint being received, or as soon as reasonably practicable where further time is needed due to the complexity of the case. If timescales need to be extended, the applicant will be informed of the reason and given a revised timescale.

13.3.4.4. Where a breach of policy is identified, The Good Place will take appropriate corrective action, which may include:-

• a. Re-considering or re-running the recruitment decision.
• b. Providing additional training or guidance to staff involved.
• c. Amending recruitment procedures to prevent similar issues recurring.

13.3.5. Resolution and Response

13.3.5.1. A decision will be communicated in writing within 20 working days of the complaint being received.

13.3.5.2. If a breach of recruitment policy is found, corrective actions will be taken, including potential re-evaluation of the applicant’s candidacy.

13.3.5.3. If the complaint is upheld, The Good Place will review and amend recruitment processes where necessary.

13.3.6. Right to Appeal

13.3.6.1. If the applicant is not satisfied with the outcome of their complaint, they may submit an appeal in writing within five working days of receiving the decision, addressed to the Nominated Individual or Our Independent Reviewer (where the Registered Manager and Nominated Individual are the same person):-

• a. Nominated Individual (Dean Hill):-
  • aa. Email: [protected:adean][protected:athegoodplace.care]
  • ab. Post: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ
• b. Independent Reviewer (Linda Caine):-
  • aa. Email: [protected:alinda][protected:athegoodplace.care]
  • ab. Post: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

13.3.6.2. The Nominated Individual or Independent Reviewer will:-

• a. Review the original complaint, investigation findings and outcome.
• b. Consider any new information provided by the applicant.
• c. Decide whether to uphold, vary or overturn the original decision.

13.3.6.3. A final written response will be provided to the applicant within 20 working days of receipt of the appeal. This decision will be final within The Good Place's internal processes.

13.4. Complaints Handled Confidentially and in Line with Organisational Grievance Procedures

13.4.1. All complaints will be handled confidentially, and information will only be shared with those directly involved in the investigation.

13.4.2. Retaliation or victimisation against applicants who raise concerns will not be tolerated, and any such actions will be subject to disciplinary procedures.

13.4.3. Records of complaints will be maintained securely and used to improve recruitment practices.

13.4.4. Complaints will be processed in accordance with the Equality Act 2010, Employment Rights Act 1996, and other relevant employment legislation.

13.4.5. Concerns about discrimination, victimisation or harassment during recruitment may also be considered under our Equality, Diversity and Human Rights Policy and Procedure and, where appropriate, our Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure. Learning from recruitment complaints will be used to improve our processes and demonstrate continuous improvement under the CQC Single Assessment Framework.

14. Retention & Workforce Development

14.1. The Good Place is committed to fostering a supportive and engaging work environment where employees feel valued, motivated, and equipped to provide high-quality domiciliary care services. Retaining skilled staff is essential to maintaining continuity of care and ensuring high standards of service delivery. To achieve this, The Good Place implements structured retention, supervision, training, and workforce development arrangements as set out below.

14.2. These arrangements support our responsibilities under Regulation 18 (Staffing) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and the CQC Single Assessment Framework workforce-related quality statements, including ensuring that we have enough suitably qualified, competent, skilled and experienced staff, and that we support staff wellbeing and development.

14.3. Ongoing Support and Professional Development

14.3.1.  All staff will have access to continuous professional development (CPD) opportunities that are relevant to their role, including both mandatory and service-specific training.

14.3.2. All new care staff must complete a structured induction programme that aligns with the Care Certificate standards. Induction must normally be completed within the first 12 weeks of employment, with competency sign-off by a senior member of staff.

14.3.3. As a minimum, all care staff must complete mandatory training in:-

• a. Safeguarding adults and, where relevant, safeguarding children.
• b. Infection prevention and control.
• c. Moving and handling / safer people handling.
• d. Basic life support / first aid (appropriate to role).
• e. Health and safety, including fire safety and lone working.
• f. Medication management (for staff involved in medicines support).
• g. Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS), where relevant to the role.
• h. Equality, diversity and human rights.

14.3.4. Additional role-specific training will be provided where this is needed to meet the needs of service users, for example:-

• a. Dementia care.
• b. End-of-life and palliative care.
• c. Learning disability and/ or autism.
• d. Challenging behaviour and positive behaviour support.

14.3.5. Managers must ensure that refresher training is completed in line with agreed renewal periods (usually every 12–36 months depending on subject). A training matrix will be maintained to monitor compliance and prompt renewals.

14.3.6. The Good Place will support staff, where possible and appropriate, to work towards Level 2 and Level 3 Diplomas in Health and Social Care, and Level 5 in Leadership for Health and Social Care for staff in supervisory and management posts.

14.4. Supervision, One-to-Ones and Appraisal

14.4.1. All staff will receive planned one-to-one supervision with their line manager or supervisor at least every 8–12 weeks (or more frequently where staff are new in post, in their probation period, or where performance/support needs have been identified).

14.4.2. Supervision will be used to:-

• a. Review the quality of care and support being provided
• b. Discuss any concerns or incidents and reflect on learning
• c. Review training completed and identify further development needs
• d. Check on staff well-being and workload

14.4.3. In addition to formal supervision, managers will provide informal support and ad-hoc catch-ups as needed.

14.4.4. All staff will have a formal annual appraisal (once every 12 months). Appraisal will:-

• a. Review achievements and performance over the previous year
• b. Identify strengths and areas for improvement
• c. Set clear, measurable objectives for the coming year
• d. Update a personal development plan, including training, shadowing and qualification goals

14.4.5. Records of supervision and appraisal will be maintained on staff files and used to inform workforce planning and training.

14.5. Career Progression and Internal Opportunities

14.5.1. The Good Place is committed to “growing our own” staff and offering clear pathways for progression from Care Worker to Senior Carer, Field Care Supervisor, Care Coordinator, and management roles, where appropriate.

14.5.2. Staff will have opportunities to:-

• a. Take on senior or mentoring responsibilities (for example, acting as a “buddy” for new starters)
• b. Lead on specialist areas such as dementia, end-of-life care or infection control, where they have appropriate skills and training

14.5.3. Internal vacancies will be advertised to existing staff before being offered externally wherever reasonably practicable, to support internal promotion and retention.

14.5.4. Managers will discuss career aspirations in supervision and appraisals and signpost staff to relevant training, qualifications and development opportunities.

14.6. Measures to Improve Staff Retention and Well-being

14.6.1. The Good Place recognises that staff well-being is critical to retention and will take proactive steps to create a supportive working environment.

14.6.2. As a minimum, the service will:-

• a. Ensure fair and transparent rota planning, seeking to balance service needs with staff preferences and personal responsibilities as far as reasonably practicable
• b. Monitor working hours to reduce the risk of fatigue and burnout and ensure compliance with the Working Time Regulations
• c. Promote a positive, open and blame-free culture where staff feel safe to raise concerns, suggest improvements and report incidents or near misses
• d. Hold regular team meetings (for example, monthly or bi-monthly) to share information, learn from feedback, and recognise good practice
• e. Offer access to well-being support, such as signposting to counselling, occupational health, or employee assistance resources where available
• f. Recognise and reward staff contributions through informal and formal appreciation (e.g. “employee of the month”, thank-you messages, nominations, or other incentive schemes appropriate to the service)

14.6.3. Staff feedback (for example, through staff surveys, exit interviews, supervision and team meetings) will be regularly reviewed to identify themes affecting recruitment and retention. Action plans will be developed where issues are identified, such as workload, communication, or training needs.

14.6.4. Any concerns about staff satisfaction, burnout or workplace conflict will be addressed promptly through supervision, HR processes and management oversight to reduce turnover and maintain a stable, skilled workforce.