Policies and Quality

Quality is important to Westbourne Park Family Centre because we value our families. We strive to provide them with services and relationships which meet and even exceed their expectations. We are committed to continuous improvement and have established a Quality Management System which provides a framework for measuring and improving our performance.

We have the following systems and procedures in place to support us in our aim of user satisfaction and continuous improvement throughout our business:-

regular gathering and monitoring of user feedback

a user complaints procedure

training and development for our staff

regular audit of our internal processes

measurable quality objectives which reflect our charitable aims

management reviews of audit results, customer feedback and complaints

Please contact us if you would like to see any of our policies.

Please see our privacy Statement below which explains what information we hold about adults and children who have registered with us. It also explains why we hold it, how we protect it, and how you can have information removed from our files.

Policy statement1.1 Westbourne Park Family Centre is committed to protecting personal data and respecting the rights of our data subjects; the people whose personal data we collect and use. We value the personal information entrusted to us and we respect that trust, by complying with all relevant laws, and adopting good practice. We process personal data to help us:a) maintain our list of users;b) provide parenting support and advice for users;c) provide services to the community including, early years stay and play, out of school clubs and projects for 5-19 year oldsd) safeguard children, young people and adults at risk;e) recruit, support and manage staff and volunteers;f) undertake research; g) maintain our accounts and records; h) promote our service;i) maintain the security of property and premises;j) respond effectively to enquirers and handle any complaints k) maintain links with our partner organisations 1.2 This policy has been approved by the Charity Trustees who are responsible for ensuring that we comply with all our legal obligations. It sets out the legal rules that apply whenever we obtain, store or use personal data.2. Why this policy is important2.1 We are committed to protecting personal data from being misused, getting into the wrong hands as a result of poor security or being shared carelessly, or being inaccurate, as we are aware that people can be upset or harmed if any of these things happen.2.2 This policy sets out the measures we are committed to taking as an organisation and, what each of us will do to ensure we comply with the relevant legislation.2.3 In particular, we will make sure that all personal data is: a) processed lawfully, fairly and in a transparent manner;b) processed for specified, explicit and legitimate purposes and not in a manner that is incompatible with those purposes;c) adequate, relevant and limited to what is necessary for the purposes for which it is being processed;d) accurate and, where necessary, up to date;e) not kept longer than necessary for the purposes for which it is being processed;f) processed in a secure manner, by using appropriate technical and organisational means;g) processed in keeping with the rights of data subjects regarding their personal data.3. How this policy applies to you & what you need to know3.1 As an employee, trustee or volunteer processing personal information on behalf of the family centre, you are required to comply with this policy. If you think that you have accidentally breached the policy it is important that you contact our Data Protection Trustee immediately so that we can take swift action to try and limit the impact of the breach. Anyone who breaches the Data Protection Policy may be subject to disciplinary action, and where that individual has breached the policy intentionally, recklessly, or for personal benefit they may also be liable to dismissal, prosecution or to regulatory action.3.2 As a manager: You are required to make sure that any procedures that involve personal data, that you are responsible for in your area, follow the rules set out in this Data Protection Policy.3.3 As a data subject of Westbourne Park Family Centre: We will handle your personal information in line with this policy.3.4 As an appointed data processor/contractor: Companies who are appointed by us as a data processor (Quickbooks) are required to comply with this policy under the contract with us. Any breach of the policy will be taken seriously and could lead to us taking contract enforcement action against the company, or terminating the contract. Data processors have direct obligations under the GDPR, primarily to only process data on instructions from the controller (us) and to implement appropriate technical and organisational measures to ensure a level of security appropriate to the risk involved. 3.5 Our Data Protection Officer is responsible for advising Westbourne Park Family Centre and its staff and members about their legal obligations under data protection law, monitoring compliance with data protection law, dealing with data security breaches and with the development of this policy. Any questions about this policy or any concerns that the policy has not been followed should be referred to them at geoffbiggs@westbourneparkfamilycentre. 3.6 Before you collect or handle any personal data as part of your work (paid or otherwise) for Westbourne Park Family Centre, it is important that you take the time to read this policy carefully and understand what is required of you, as well as the organisation’s responsibilities when we process data. 3.7 Our procedures will be in line with the requirements of this policy, but if you are unsure about whether anything you plan to do, or are currently doing, might breach this policy you must first speak to the Data Protection Trustee.4. Training and guidance4.1 We will provide general training at least annually for all staff to raise awareness of their obligations and our responsibilities, as well as to outline the law. 4.2 We may also issue procedures, guidance or instructions from time to time. Staff Managers must set aside time for their team to look together at the implications for their work.