Issue - meetings

(i)       to request that officers notify Members of any customer who had been given a single point of contact, including where to direct them should they then be contacted by that person;

(ii)       to approve the implementation of the Citizen Interaction Policy and note the accompanying procedure, which together promoted positive citizen engagement, promoted employee and Elected Member safety, and provided clear guidelines for managing challenging citizen interactions;

(iii)      to instruct the Chief Officer – People and Citizen Services to make the Citizen Interaction Policy and supporting Managing Citizen Interaction Procedures easily accessible to employees, managers and elected members; and

(iv)      to instruct the Chief Officer – People and Citizen Services to publish the Citizen Interaction Policy, Zero Tolerance Pledge and Managing Citizen Interaction Procedure externally on the Council’s website.

With reference to article 6 of the minute of its meeting of 22 April 2024, the Committee had before it a report by the Executive Director Corporate Services which sought approval for a new policy combining three closely linked policies, procedures and approaches relating to Zero Tolerance, Violence and Aggression, and Unacceptable Actions.  The report advised that this excluded pupil behaviour in schools as this was governed by national policy and guidance.

The report recommended:-

that the Committee –

(a)      approve the implementation of the Citizen Interaction Policy and note the accompanying procedure, which together promoted positive citizen engagement, promoted employee and Elected Member safety, and provided clear guidelines for managing challenging citizen interactions;

(b)      instruct the Chief Officer – People and Citizen Services to make the Citizen Interaction Policy and supporting Managing Citizen Interaction Procedures easily accessible to employees, managers and elected members; and

(c)      instruct the Chief Officer – People and Citizen Services to publish the Citizen Interaction Policy, Zero Tolerance Pledge and Managing Citizen Interaction Procedure externally on the Council’s website.

The Committee resolved:-

(i)       to request that officers notify Members of any customer who had been given a single point of contact, including where to direct them should they then be contacted by that person; and

(ii)       to approve the recommendations.