Communications Policy

Aim

The aim of this policy is to define acceptable and effective communications both within the organisation and between the organisation and any third/interested parties.

Turas Nua recognises and is committed to the need for effective and timely internal and external communications relevant to the company Quality Management System (QMS), customer requirements and corporate governance requirements.

Scope

This policy applies to all internal and external communications within scope of the QMS and corporate governance structures. Where relevant, Turas Nua’s policies, procedures and work instructions may determine the requirements for specific internal or external communications. Where this is the case, those documents supersede the procedure below.

Policy

1. Internal Communications

1.1 QMS Management Review

Aim – to present to senior management key information about the performance of the QMS to allow an informed evaluation as to whether the QMS continues to be suitable, adequate, effective and aligned with the strategic direction of the organization.

Formal QMS annual management review is conducted with senior management. A management review report is generated and made available to team members and senior management. Planned QMS improvements are detailed in the action plan section of these reports. 

Reference: QMS Management Review Process

1.2 Scheduled QMS Meetings

Aim – To ensure effective communication across Turas Nua around areas of compliance requiring implementation/updates/follow up and remediation action.

Monthly (at minimum) QMS meetings are scheduled and maintained. A set agenda is used, and minutes are documented and retained.

Reference: QMS Organisational Process

1.3 Scheduled Internal Meetings

• A monthly Management Team meeting is held with General Manager, Head of Operations, and heads of departments.
• Board meetings are held at regular intervals.
• Delivery Managers have monthly meetings with Operations Managers.
• Operations Managers have monthly meetings with the Head of Operations.
• The General Manager holds monthly meetings with direct reports.
• A monthly Leadership (operations management team) meeting is held with Head of Operations, Operations Managers, ES and LAES Managers, Service Delivery Manager and key support roles.

1.4 Training, Awareness and Competence

• A comprehensive training management system is in operation throughout the organisation. The FLEX platform is used to manage key training delivery.
• Induction, update, refresher and corrective action training for all employees is maintained on a continuous basis and is administered by the company L&D department, operations training personnel and support training personnel.
• Planned annual refresher QMS training for all employees is maintained. Records of training are maintained. The QMS training register is used to schedule and manage QMS training.
• Department-specific communications processes are maintained including routine meetings, forums, reporting systems, e-mail communications and physical noticeboards.
• A suite of employee policies is maintained and available to all employees.
• QMS and Risk Committee representatives’ responsibilities include the continuous promotion of quality culture within their respective areas.

References: Training, awareness and competency policy.

                      QMS Training Register

1.5 Internal Incident/Issue Reporting

All employees are responsible for reporting potentially serious Quality, Security and Safety issues to their line managers immediately.

Line managers are responsible for escalating issues internally in compliance with applicable processes or procedures.

1.6 Signage

Safety and Employee Assistance Programme signage is posted visibly in facilities/offices.

1.7 Internal Communication Platform (Workvivo)

Aim: To provide an online space for internal communications across the company, in terms of company updates, employee engagement and social interaction. It is an all-in-one employee app that combines internal communication, engagement, recognition, intranet and measurement.

2.0 External Communications

2.1 Contracting Authority Communications

• Operations review meetings are held between the contracting authority and operations which include quality, performance, and business reviews as appropriate. 
• Monthly contractor meetings are held between the contracting authority and senior management.
• Monthly complaints status updates are provided from the Quality team to the contracting authority.
• The Management team are responsible for high-level communications and reporting to the contracting authority.
• Communications and Media Protocols (NES and LAES) require that Turas Nua must obtain agreement from the Contracting Authority with regards to proposed communications strategy and / or communications activities.

2.2 Jobseeker Communications

Operations, Employer Services and Learning and Development teams are responsible for ongoing communications with jobseekers.

2.3 Data Protection Issues

• Personal data breach procedure is maintained.
• Turas Nua is responsible for reporting operational Data Protection breaches to the relevant client in compliance with any legal or contractual obligations and providing any relevant requested information to the client/Irish Data Protection Authority/data subjects as required.
• The Head of Risk and Compliance/Data Protection Officer acts as liaison on any issues relating to data protection and reports on issues to the executive team and the client as required.
• Turas Nua is responsible for reporting any data protection breaches relating to company employees’ data directly to the Irish Data Protection Authority in compliance with data controller reporting requirements.

2.4 Other Issues Reporting

• Department Managers/Heads are responsible for reporting any issues affecting service delivery. The General Manager or designee is responsible for reporting issues relating to legislative compliance to the appropriate authorities as required.
• Specific reporting pathways and methods are in operation for some areas and are described in area-specific policies, processes, or procedures.
• Any other Incidents/Accidents/adverse events may require formal reporting to relevant authorities.
• The General Manager reports on any issues relating to health and safety to the executive team and authorities as required.
• Office Managers are responsible for communications with landlords/facility owners and with authorities/emergency services in the event of office-related events/issues.
• Account managers are responsible for communications with suppliers.

3.0 Release of Company Internal Information

Turas Nua maintains a policy of release of copies of the company Quality Policy to all requesters.

Release of any other company non-public information to third parties is permitted only subject to prior written approval from the CEO or by agreement through client contract/client requirements.

4.0 Responsibilities

• It is the responsibility of all employees to report any Quality issues according to approved procedures.
• It is the responsibility of the Quality Manager or designee to ensure that QMS meetings and input to Senior Management Meetings are maintained and managed and that this policy is reviewed and revised as appropriate to the business.
• It is the responsibility of the Quality Manager and Department Managers to ensure that training management systems are maintained.
• It is the responsibility of the General Manager to approve this policy and any changes to policy.

5.0 Review

This policy is reviewed annually and in response to any legislative/regulatory, organisational or risk changes as appropriate.