Aggressive Behaviour Policy at Mulberry Garden

We have a strong partnership with our parents and an open door policy to discuss any matters arising. If a parent has any concerns they wish to raise with Mulberry Garden they should follow the complaints procedure. In the case of a parent emailing, calling or using social media to complain, Mulberry Garden will direct them to the correct procedure for raising a complaint.

We have a zero tolerance with abusive calls, emails, social media contact and face to face confrontation.

Calls of an aggressive/abusive manner

The call taker receiving a call leading to abusive/aggressive will remain calm and professional and ask the caller to follow the complaints policy. If the abuse continues aggressively, the call taker will end the call. Any abusive calls will be logged with an outline of the conversation.

Emails of an aggressive/abusive manner

The responder will ask the parents to come into Mulberry Garden to speak in person, as per our complaints policy. If the emails persist the manager may seek legal action. All emails will be kept as evidence until the matter is resolved.

Social Media

If slanderous or abusive messages appear on any social media sites we will address these immediately with a request to follow our complaints procedure. We will endeavour to resolve any issue raised through our complaints procedure. If slanderous/abusive messages continue we will seek legal action against the complainant.

In the event that any person inside the premises starts to act in an aggressive manner at Mulberry Garden, our policy is to:

●  Direct the person away from the children and into a private area, such as the office.

●  Ensure that a second member of staff is in attendance, where possible, whilst continuing to ensure the safe supervision of the children.

●  Remain calm and professional in order to calm the aggressive person, making it clear that we do not tolerate aggressive or abusive language or behaviour.

●  If the aggressive behaviour continues or escalates we will contact the police in order to ensure the safety of our staff team, children and families.

●  If the person calms down and stops the aggressive behaviour a member of staff will listen to their concerns and try to resolve the issue.

●  Following an aggressive confrontation an incident form will be completed detailing the time, reason and any action taken.

●  Any aggressive behaviour from a parent could result in the withdrawal of a place for their child. Parents will be informed by Mulberry Garden, in writing, within 3 days of any incident that involved aggressive or threatening behaviour to the staff.

●  Mulberry Garden will provide support and reassurance to any staff member involved in such an incident.

●  Mulberry Garden will signpost parents to organisations/professionals that can offer support if applicable.

This policy will be followed in the event of any other visitors/member of the public displaying such behaviour either by phone, email, social media or in person.