Attendance:

• Sarah Driscoll 

• Thomas Lidgerwood

• Tim Bishop

• Jake Joyce 

• Paul Deakin

• Jack Tandy

• Alex Morris

• Sarah Fraser

• Matthew Windsor

Apologies:

Meeting Notes

1. Welcome and Opening Remarks

• Tim acknowledged those who contributed notes and annotations to the documents.

• The goal is to refine the system's classifications and establish clear breakpoints.

2. Classification Framework Discussion

The system is structured into three categories:

1. Minor Incidents: Can be dealt with on the job without escalation.

2. Moderate Incidents: More serious, may require sanctions or service termination.

3. Severe Incidents: Require immediate cessation of service and potential further action.

• Discussion on refining the categories to ensure clarity and effectiveness.

• AFL’s three-tier disciplinary system was referenced as a comparative model.

3. Handling Customer Incidents and Classification Concerns

Customer Contact Notes & Flagging System:

• Past decisions on terminology were revisited (e.g., avoiding terms like "blacklist").

• Use of a "red highlight" with flagged customer records that alert staff during bookings.

• Primary identifier in the system is the phone number.

• Concern raised about banned customers booking under different names/numbers.

Defining Moderate vs. Severe:

• Some moderate incidents may escalate to severe based on recurrence.

• Discussion on indirect vs. direct discrimination.

• The impact of discrimination when targeted directly at an individual vs. general statements.

Minor Incidents:

• Importance of staff education to empower them to address casual discrimination.

• Example: Customer assuming movers’ gender or capability based on stereotypes.

• Whether verbal warnings should be issued formally or informally.

Moderate Incidents:

• Should include direct discrimination or repeated minor infractions.

• Threatening behavior and encroachment into personal space were discussed as potential moderate concerns.

• Physical safety concerns (e.g., unsafe proximity or interference during moving tasks).

Severe Incidents:

• Any clear threats of violence should be classified as severe.

• Immediate job termination should occur in cases of violence or extreme behavior.

4. Staff Handling and Escalation Process

Key Differentiation:

• Minor = Handled by staff on-site.

• Moderate = Office intervention.

• Severe = Immediate job termination and departure.

Role of Office Intervention:

• Office may call the customer for clarification and commitment to behavioral changes.

• Ensuring consistency in management response.

• Risk assessment for sending staff back to a problematic customer.

Decision Framework for Staff Response:

• Staff should feel empowered to halt a job if they feel unsafe.

• Encouragement to check in with teammates before escalating.

• Management to prioritize staff well-being and assess risk before making decisions.

5. Consequences for Moderate Incidents

Possible responses:

• Management intervention via a phone call to the customer.

• Temporary suspension of service with review.

• Potential for permanent termination if behavior persists.

• If the customer commits to behavior change, work may resume under certain conditions.

Risk Considerations:

• Concerns about customers making empty promises to continue service.

• Ensuring staff are not repeatedly exposed to discrimination.

• Differentiating between isolated and repeated incidents.

• Ensuring staff have the option to refuse returning to a job they feel unsafe attending.

6. Next Steps and Closing Remarks

Follow-Up Actions:

• Continue refining the classification system collaboratively.

• Maintain open discussion about handling discrimination and customer incidents.

• Ensure communication remains clear between staff and management.

Next Meeting Scheduled:

• Date: Next Thursday 7:00 AM

• Further refinement of policy framework and discussion of outstanding issues.

Meeting Adjourned.

Thank you, everyone, for your contributions!