Code of conduct for drivers and Vehicle Passenger Assistants (VPAs)

Safe practice, safe children, and safe vulnerable adults

This code of conduct is a safeguard for both passengers and contracted staff.

We hope the code will protect service users from the possibility of abuse. It will also protect contract staff from misunderstandings, leading to allegations of misconduct.

Starting safe - ground rules you must follow

To start safely:

• get an enhanced DBS check or provide references if requested
• behave in a mature, respectful, safe, fair and considered manner to all staff, pupils and vulnerable adults
• use appropriate language
• wear appropriate dress
• keep a calm atmosphere in the vehicle, for example, by keeping the volume of any music low
• use your radio to report difficulties in managing behaviour
• have training relating to child protection, adult safeguarding procedures, or the management of children or vulnerable adults with special needs (if requested)
• let your managers know if you have a concern

If something worries you about a service, you must report it to the school, college or other establishment. You can also report it to the council representative.

Make sure you report any concerns or incidents as soon as possible on the day. You must give a full written report within 48 hours of the accident or incident to the council. You need to make this using our relevant report template.

Staying safe - things you must not do

To stay safe, do not:

• behave in a way that could lead a reasonable observer to question your conduct, intentions or suitability to have direct care for other people’s children or for vulnerable adults
• seat a lone passenger in the front of the vehicle
• discriminate favourably or unfavourably towards any service user
• make arrangements to contact, communicate or meet service users outside of your work
• give your mobile phone number or other personal details to a service user
• accept mobile numbers if offered to you
• handle a service user’s mobile phone, even if offered, or allow them access to yours
• take pictures of service users or allow them to take pictures of you
• allow service users to see any stored pictures on your mobile phone, or allow them to hear inappropriate ringtones or messages
• refer to your work with the council on social media; we have strict policies for both staff and operators using social media
• share your social networking account access details with service users
• use your own name on gaming sites, and don’t share any personal details
• push, hit, kick, punch, slap, throw missiles at or smack a service user or threaten to do so
• develop ‘personal’ or sexual relationships with service users
• be sarcastic, or make remarks or ‘jokes’ of a personal, sexual, racist, discriminatory, intimidating or otherwise offensive nature to service users
• embarrass or humiliate service users
• give or accept gifts from service users
• allow, encourage or condone service users to act in an illegal, improper or unsafe manner, for example, smoking or drinking alcohol

You should not have contact with service users through any social media. This includes Facebook, Twitter and Instagram, as well as blogs, chatrooms or forums. Be wary of posting photos or other personal details. These may be misunderstood or possibly misused by service users. Make sure you set your privacy settings so only people you authorise can see the information you publish.

Physical intervention

Do not touch service users in a manner which is gratuitous or would be considered sexual, threatening or intimidating. It's acceptable to hold a child’s hand, or hold or support a vulnerable adult’s arm when, for instance, crossing a road or car park. It's also acceptable to ‘steer’ a child by placing your hand on their shoulder. You should report it if any service user in your care appears to need a lot of physical intervention from you.

Additional Guidelines for drivers and VPAs working on Adult Social Care (ASC) contract work with vulnerable adults

Your attitude is vital. It will help both you and the vulnerable adult in your care if you are patient and respectful. These are not jobs where you rush to get onto the next one. The service user will need you to be calm and aware that things may take a while or, occasionally, be frustrating. 

Be very clear about:

• arrival times
• who you are
• where you're taking the vulnerable adult in your care

Vulnerable adults with memory difficulties may find it helpful if you remind them of the purpose of the journey on the way. Make sure that you see them safely delivered to the front door of their destination. Make sure you see someone meet them on arrival.

Make sure you have read the safeguarding guidelines and know who to report any concerns to.  If you have concerns about a vulnerable adult, then tell the centre that you're taking them to your manager.

Remember: don’t worry about doing the right thing, worry about not doing anything.

Keep conversations with vulnerable adults, carers, and staff light and professional. Don’t leave yourself open to any misunderstandings.  

Finally, always remember that, in doing this work, you're providing a valuable service. It's greatly appreciated by service users, their parents, carers, support staff, and by the council.