Social Media

Deanne York Douglas
Deanne York Douglas
Last updated 
How do we manage the use of social media in the work environment? 

Overview

All formal working relationships need rapport and trust to function well. Our relationship with a client is unique and may sometimes be difficult to navigate, especially regarding privacy and social media confidentiality. 

This process intends to guide our practices when interacting with our clients and meet our professional legal and ethical obligations when using social media in the context of our code of conduct, communications policy, work relationships & professional boundaries, duty of care and protecting a client's privacy and equally our own privacy. 

Applies 
  • at all times
  • to all HWH staff, including key managers, home support workers and contractors

Related  Principles 

Privacy
All clients have a right to privacy in their personal information, and we should not seek information that is not relevant or necessary to the performance of our duties. We also have a right to privacy. These boundaries will often need to be set with clients and families who may seek personal information about us or want to have a relationship with their support worker.

Code of Conduct
The NDIS* philosophy, based on our code of conduct, is designed to promote safe, legal and ethical service delivery by setting out expectations for the conduct of both HWH as a company and us personally in our interactions with clients and fellow workers.

Confidentiality
Confidentiality means that any information we obtained or received must be kept confidential, except with the client's or their legal guardian's written or verbal consent. 

We must not discuss or disclose confidential information to anyone without this permission. Sometimes we need to discuss matters with co-workers, peers or supervisors, but this should always be appropriate and respectful. Discussing a client in a public place like a cafe breaches the client's confidentiality, even if you do not use their name in conversations with others.

Duty of Care
We all have a duty of care to anyone who might reasonably be affected by their activities, requiring us to act in a way that does not expose others to an unreasonable risk of harm – physical, psychological or financial. We must protect people from risks of injury or harm that we can foresee or anticipate. 

This means we must act with knowledge of the individual (particularly about their capabilities and living situation) and our abilities, knowledge and limitations. It would be best to give assistance or advice only in our role or expertise, e.g. medical advice, financial advice, family counselling or relationship advice.

Friendships
Our role is to build, support and strengthen the existing social, family and community network of a person living with a disability or the aged. 

A friend's role is different from that of a professional support worker. We may find this difficult as clients are often isolated and lonely and need friends, but our role is to build friendships, i.e., not BE the friendship.

Similarly, relationships with client family members are also inappropriate and risk blurring the boundaries of the professional relationship. It will be important for us to refrain from following or accepting follow requests from clients and their families on social media. 
 
Scope 
Compliance with these processes is a condition of appointment for all persons engaged in providing services on behalf of HWH.

Definitions
Client - any person(s) for whom services are provided either directly or indirectly, including a person with a disability or the family members of that person.

HWH Worker - any person employed in either a paid or voluntary capacity to work with clients, client families or in an administrative capacity within HWH (including the Principals).

Social Media - websites and applications that enable users to create and share content or to participate in social networking

Boundaries  
We all have boundaries. Boundaries are the rules and limits by which we interact with others in our relationships. These rules help us define what behaviours we find acceptable. Boundaries can differ for everyone as our sense of self-worth, personal control, and values determine them.

As health professionals, it is crucial that we set professional boundaries with others in the workplace. This includes our fellow employees, our clients and their family members. It can be challenging, but it is a skill that can be developed through well-rehearsed professional responses to requests for social media sharing and following (see below). To understand the importance of professional boundaries around social media, follow our HWH Code of Conduct. 

What is a professional boundary?
Professional boundaries are limits set by the legal and ethical frameworks that govern HWH to protect the relationship between a worker's professional power and their client’s vulnerability. 

Boundaries outline rules and limits that define the relationship between the client and the person delivering the service. These limits help maintain a quality service and a safe working environment for clients, families and HWH support workers.

What is a personal boundary?
Personal boundaries are less explicit than professional boundaries. They may include physical, emotional and mental limitations support workers adopt to protect themselves from being drawn in or overly invested in their clients' lives. Personal boundaries also allow HWH support workers to maintain psychological safety for themselves and their families.

Some examples of personal boundaries include:
  • Not discussing your problems with your client, such as health, financial or relationship issues
  • Not developing feelings of attraction for your client or their family members
  • Not worrying about your client when your shift has ended, or you have gone home
Crossing a boundary
Realistically, boundaries will become blurred or crossed at various points of a support worker/client relationship. Recognising when this has happened and taking steps to rectify the situation is essential to keep the relationship healthy.

Some examples of boundary crossings include:
  • Inappropriately disclosing personal information (phone numbers, address)
  • Socialising outside of the work setting on social media
  • Breaching confidentiality
  • Giving & receiving gifts (refer to the HWH Gift Policy below)
  • Keeping information to yourself & not reporting or documenting appropriately
  • Inappropriate touching or physical contact
  • Shopping for the person on your own time and/or with your own money
  • Working for another company when simultaneously working with a client at HWH, i.e., you are on shift with an HWH client; however, you are using your phone or another device to work with another (digital) company. 
  • Using your phone or other personal device for gaming or gambling during work time. The former and the latter are in effect, theft from the client's paid time.
If you feel a boundary has been crossed by yourself or others, seek support from the CCM or administrators.

Risks associated with poor boundaries around social media: 
An inappropriate relationship with a client or family member has risks for HWH employees and their clients, including:
  • Increasing/or unreasonable demands and expectations from the client or family outside of our work hours
  • High worker stress and burnout
  • Language and tone used on social media do not reflect a professional relationship, i.e. it can be overly personal and familiar or include suggestive comments and could breach professional boundaries and the Code of Conduct. 
  • The written word on social media platforms can easily be misread and misunderstood.
  • Social media contact with the client carries our work life into our personal life. The crossover can impact our ability to provide professional and objective care and support, as we may be seen as friends. 
  • A friend's role is different from that of a support worker. If we are in the friend mode, we may find it difficult to set limits and deal with any associated inappropriate behaviours.
  • Important client information related to care and practices and/or changes in condition must be documented in shift notes. The risk of this important information being discussed outside the parameters of HWH communication policy may place the client's health or the quality of service at risk.
  • We or the client experience emotional distress when relationships break down.
  • Adding to the grief and loss for clients and their families, when support workers leave
  • The requests and pressure to feel obliged to follow clients on social media and for them to reciprocate and follow us on social media can create discomfort for both parties.
  • Comments in social media that reflect or promote personal views about social or cultural issues might impact someone’s sense of cultural or social safety or lead to a client or support worker feeling judged, intimidated or embarrassed. 
Rehearsed professional responses
When a client or their family member asks for our private phone number. Our response could be:

"The company says that I am not allowed to have the phone numbers of the client and the family members and vice-versa, as it is a breach of the HWH Code of Conduct and our Privacy and Confidentiality policy".

"If we have personal communications outside of HWH communications policy, some of [client name] important information may be lost and could affect [client name] quality of care or [client name] safety, it is important that all communication goes through the company".

What if there is an emergency and I need to contact you?

" You can always message me through the office 24/7 number 1800 717 590. Can I help you put the number in your phone? OR shall I write it down for you?"

When asked by a client - why are you always on your phone?:

"That is a very common question, and writing shift notes is a normal part of my job. I am  required to submit my online shift notes on my phone on a regular basis. The shift notes are instantaneous and read by the registered nurses in the office. They oversee and advise on the best care and services to meet [client name] needs".
 
"My online shift notes on the phone can also advise the manager when [client name] condition changes or escalates in real time and then other medical care can be quickly organised to help [client name]". 

Why didn't you accept my "follow" request on [type of social media]?

"HWH has been advised that we should not have social media relationships with clients and their family members and vice-versa, as it is a breach of the HWH Code of Conduct and our Privacy and Confidentiality policy".

On another level, when a client asks about your personal information, such as - "Are you married or how many children do you have? Where do you live?" Answer these personal questions with an 'elevator speech' response, short and cheerful, and then ask them about their life; examples of rehearsed questions are below.

Only give as much personal information as you are comfortable giving; remember to direct the topic back to them by asking a question as soon as you have finished sharing.

Special note: If we share too much personal information, particularly about things like; a marriage separation, a wayward teenager, a sick mum, etc. we will emotionally burden the client, and they begin to worry about you. Remembering that the client needs our care because they are already emotionally and physically vulnerable. As professional support workers we must try to be the 'ray of sunshine' in their day or the person who can 'lighten their load' a little and 'build up their self-esteem'; we must leave our worries at the front door of our own home and never bring them into the client's home.

If you are not comfortable talking about your private life at all, you could respond with:
" Thank you for being interested in my life, but I think your life sounds far more interesting",

And then ask them a question.
Here are a few questions rehearsed that you can ask them:

  • What have you been up to lately?
  • Have you been anywhere nice?
  • Got any trips booked?
  • What work did you do when you were younger?
  • Who was your best friend at school?
  • Are you reading anything at the moment?
  • Have you watched any good films lately?

Ask them about life, hobbies, interests etc. We can get to know the client deeper instead of defaulting to answering questions about our own life. You'll be surprised what older or disabled people have achieved. 

Using such strategies will provide the client and their family with a clear perception of what we are willing or allowed to share and will respectfully maintain our professional boundaries.  To reinforce our professional practices, it will be essential to reinforce this position by not following or accepting follow requests from clients and their families on social media platforms.

Responsibilities

The HWH Principals are responsible for the following:
  • The governance and oversight of HWH and behaving ethically uphold the principles of our Social Media policy and processes.
Care Managers are responsible for ensuring the following:
  • Persons engaged in providing services have read and understood the Social Media policy and processes before employment
Carers (Support Workers) engaged in providing services are responsible for:
  • Reading the Social Media policy and processes and signing the Code of Conduct upon commencing employment. 

Breaches of this Policy

A breach of this process is grounds for disciplinary action, up to and including termination of employment. Ignorance of these procedures will not generally be accepted as an excuse for non-compliance. Only in extreme circumstances and where such ignorance can be demonstrated to have occurred through no fault of the individual concerned will HWH accept such an argument.

Distribution and Review

HWH will ensure all persons engaged in providing services, either paid or unpaid, will be aware of this process during the induction process and have easy access through Care Team>Resources>Policies & Processes - Quick Access. Our policies are reviewed periodically or when other circumstances dictate.

Related Legislation

  • Age Discrimination Act (Cth) 2004
  • Australian Human Rights Commission Act (Cth) 1986
  • Children's Protection Act 1993
  • Disability Discrimination Act (Cth) 1992
  • Health and Community Complaints Commissioner (HCSCC) - Code of Conduct for Unregistered Health Practitioners.
  • National Disability Insurance Scheme (Code of Conduct) Rules 2018, rule changes in 2021
  • National Standard for Disability Services
  • Privacy Act (Cth) 1988
  • Privacy Amendment (Notifiable Data Breaches) Act, No. 12, 2017 (Cth) 
  • Racial Discrimination Act (Cth) 1975
  • Sex Discrimination Act (Cth) 1984
  • Workplace Gender Equality Act 2012 
Related Policies & Procedures