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Skype Policy and Procedures of 12

SKYPE POLICY AND PROCEDURES

Document Control Panel

File Reference Number Skype-PP-01

File Name Skype Policy and Procedures

Owner Development Manager

Approver Deputy CEO/CEO

History

Date Author‟s

Name

Changes Approved by

Name

31/01/2014 LE Drafted new P&P PS/LM

14/02/2014 Board of Trustees

Next Review Date 01/2015

Printed copies of this document are not version controlled.


INDEX

1 This Policy and these Procedures arise from ........................................................................... 3

2 Introduction and aims of this policy ........................................................................................... 4

3 Policy implementation...................................................................................................................... 4

4 Individual responsibilities ................................................................................................................ 5

5 Skype data security guidelines for all staff and volunteers ................................................ 5

6 Getting started – account setup and software installation ................................................ 5

7 Navigating your PAC Skype account to complete key tasks ............................................. 8

8 Pre Skype session planning ......................................................................................................... 11

9 Post Skype session tasks .............................................................................................................. 11

10 PAC‟s social media rules ............................................................................................................... 11

11 Review ................................................................................................................................................. 12


1 This Policy and these Procedures arise from

1.1 The Adoption Support Agencies (England) and Adoption Agencies (Miscellaneous

Amendments) Regulations 2005, (Regulations 14, 15 and 22), and the National

Minimum Standards for Adoption Support (Standard 17).

1.2 PAC is committed to carrying out and meeting in full the requirements of the Data

Protection Act, 1998 (the “Act”) in processing all personal data in connection with

its work. Its staff and trustees are therefore required to familiarise themselves with

the requirements of the Act and to ensure that these are fully met.

1.3 In line with the Data Protection Act 1998 principles, PAC will ensure that personal

data will:

Be obtained fairly and lawfully and shall not be processed unless certain

conditions are met.

Be obtained for a specific and lawful purpose.

Be adequate, relevant but not excessive.

Be accurate and kept up to date.

Not be held longer than necessary.

Be processed* in accordance with the rights of data subjects.

Be subject to appropriate security measures.

Not to be transferred outside the European Economic Area (EEA).

*the definition of „Processing‟ is obtaining, using, holding, amending, disclosing,

destroying and deleting personal data. This includes some paper based personal

data as well as that kept on computer.

1.4 This Policy and these Procedures should always be followed in conjunction with

PAC‟s Data Protection, Data Security and Social Media Policy and Procedures

which is reviewed annually to ensure it remains up to date and compliant with the

law.


2 Introduction and aims of this policy

2.1 The aim of this policy is to ensure that everyone using Skype for counselling

sessions/meetings is fully aware of the requirements, has been given the

appropriate level of training and acts in accordance with data protection

procedures.

2.2 This policy covers employed staff, sessional workers, trustees and volunteers.

3 Policy implementation

3.1 To meet our responsibilities staff, volunteers and trustees will:

Ensure any personal data is collected in a fair and lawful way.

Explain why it is needed at the start.

Ensure that only the minimum amount of information needed is collected

and used.

Ensure the information used is up to date and accurate.

Review the length of time information is held.

Ensure it is kept safely.

Ensure the rights people have in relation to their personal data can be

exercised.

3.2 PAC will ensure that:

Everyone using Skype for counselling sessions/meetings is trained to do

so.

Anyone wanting to make enquiries about using Skype for counselling

sessions/meetings, whether a member of staff, volunteer or service user,

knows what to do.

Any disclosure of personal data will be in line with our procedures.

Training and raising awareness about how PAC uses Skype within the

organisation will be part of every new employee‟s induction training

programme.

PAC‟s Skype Policy & Procedures will be reviewed annually and all PAC

employees will receive policy update notifications.


4 Individual responsibilities

4.1 All staff and volunteers have a duty to observe the requirements of the Data

Protection Act and the PAC policy in relation to it.

4.2 Individuals who do not handle personal data as part of their normal work still

have a responsibility to ensure that any personal data they see or hear goes no

further. This includes personal data and any information extracted from such data.

Unauthorised disclosure might occur e.g. by passing information over the

telephone, communicating information on a computer print-out or even

inadvertently by reading a computer screen.

5 Skype data security guidelines for all staff and volunteers

5.1 Do not leave information about individuals on your desk when you are not using

it before/after your Skype session.

5.2 Do not leave personal data displayed on screen, do not leave your computer

logged on and unattended.

5.3 Do not give your Skype login password to anyone and do not change the

password given to you by your Line Manager unless authorised to do so.

5.4 Ensure you logoff properly at the end of each session.

6 Getting started – account setup and software installation

PAC will set up a personalised PAC Skype account for you. Your PAC Skype

account will have a unique username and password which will be linked to your

PAC email account. Under no circumstance should you set up your own PAC

Skype account or use your personal Skype accounts to have counselling

sessions/meetings with clients.

6.1 If you need a PAC Skype account you need to let your Line Manager know and

get approval from PAC‟s Deputy CEO. The Deputy CEO will then ask the

Development Manager to contact you directly to set up your account and install

the required software.

6.2 The Development Manager will set up your PAC Skype account and provide you

with your unique username and password.

6.3 In order to login to Skype you will need to have Skype software installed on your

computer. If you are using a PAC computer for your Skype sessions you will need

to ask the Development Manager to install the software for you as an

Administrator password will be needed to proceed with the download.


6.4 If you are using your personal computer for Skype sessions you will need to install

the Skype software yourself. To install Skype software onto your personal

computer please follow the instructions below (correct as at 09 December 2013):

STEP 1: Go to www.skype.com/en and click on the blue „Downloads‟ tab in the

top menu.

STEP 2: Select the type of device you want to install the Skype software on, scroll

down and click on the green „Get Skye for (device type)‟ tab.

Step 1: Click

„Downloads‟

2.1 Select the

device type

2.2 Click on the

green tab

http://www.skype.com/en


STEP 3: Follow the onscreen instructions to install and save Skype software onto

your device.

STEP 4: Once the Skype software installation has completed you can then login to

your PAC Skype account with the login details given to you by PAC‟s

Development Manager by double clicking on the Skype icon on your Desktop.

Double click on the

Skype desktop icon


7 Navigating your PAC Skype account to complete key tasks

7.1 Ensuring your profile is set to ‘Online’ - When you login the first screen you see

will always be your homepage screen. In the top left corner you will see a green

symbol with a black down arrow next to your name. You can click on this arrow to

change your contactable status by using the drop down menu. You need to select

„Online‟ to ensure you can contact the client to setup the session and visa-versa. If

you have any of the other options selected the client will not be able to contact

you.

7.2 Adding a contact to your address book - In advance of your planned Skype

session it is important you have exchanged Skype usernames (not passwords)

with your client so you can look them up in the Skype directory and add them to

your contacts list. To search for a client‟s Skype username you click on the person

icon in the menu underneath your name (top left of the screen) and type the

username they have given you in the search menu. This will bring up their Skype

profile. Click on this and their profile will appear with option to Video call, Call

Phone and „Add to Contacts‟. Click on „Add to Contacts‟ to send a contact request

to the client and their Skype profile will be saved in your address book.

Set your profile to „Online‟

Click on the person icon

Type their username here

Click on their profile

Click „Add to Contacts‟


7.3 Checking audio and video settings - If you are using Skype for the first time on

your computer it is recommended that you check your audio and video settings

prior to your first session. You can test your settings by clicking on the „Call‟ menu

at the top of the page and scrolling down to „Audio Settings‟ or „Video‟. Once

clicked a new window will appear where you can follow the instructions and test

various settings.

7.4 Starting a Skype session with your client - Give yourself enough time before

your Skype session is planned to start make sure you are logged in, your audio

settings are how you want them and your status is set to „Online‟. At the agreed

start time click on your contacts list (this is the third tab below your name in the

top left corner off your screen) to bring up your address book. Then click on the

client‟s profile and click on the „Video call‟ tab. If the client‟s status is set to

„Online‟ as well the „Video call‟ tab will be green and you can click on this to be

put through to the client and the session will begin. If the client‟s status is NOT set

to ‟Online‟ the tab will be grey and you will not be able to start the session.


7.5 Ending a Skype session with your client - Keep an eye on the clock in the

bottom right of the screen to ensure the session keeps as close to the planned

finishing time as possible. Once you have said your goodbyes click on the red

telephone icon in the bottom menu to end the session. Once pressed you will be

taken back to the Skype homepage where you can then logoff.

Click on the red

telephone icon to end

your session

To sign out of your Skype account click

on the „Skype‟ tab and click „Sign Out‟


8 Pre Skype session planning

8.1 If you are using Skype to have a counselling session you must prepare and

structure it in the same way you would for a face-to-face or telephone counselling

session.

8.2 Ensure the device you are using for your session is Skype compatible, has Skype

software installed and has internet connection. If you are unsure about any of the

above please let PAC‟s Development Manager know prior to the session taking

place.

8.3 Ensure you have your clients Skype username (preferably already saved to your

Skype address book) and that your client has your PAC Skype username so they

know it is you that is trying to connect.

8.4 If you are using Skype to have a counselling session in PAC‟s office you need to

use the Room Bookings calendar to book a room in the same way you would for a

face-to-face or telephone counselling session adding „SKYPE SESSION‟ after the

room number. Full instructions for booking rooms can be found on in

R\Support\Controlled Forms\Forms.

8.5 If you are using Skype to have a counselling session in PAC‟s office you must also

remember to put a „SKYPE SESSION IN PROGRESS – DO NOT ENTER‟ sign on the

outside of the door for the room you are using to ensure the session is not

interrupted. This sign is available from anyone in the admin team. Please take

down the sign and return to the admin team after your Skype session has taken

place.

9 Post Skype session tasks

9.1 You must ensure you record the content and outcomes of the Skype session and

related correspondence onto PAC‟s standard case/session recording forms

following the same procedure for recording face-to-face or telephone counselling

sessions. All sessions and correspondence must be recorded onto PAC‟s database.

9.2 If you experienced any technical problems before, during or after the Skype

session you must notify PAC‟s Development Manager.

10 PAC’s social media rules

10.1 The term Social Media refers to a number of websites and internet media

resources which enable users to share information, opinions and social exchanges.

They are normally free to use, are unregulated except by the users themselves,

and can be used or looked at by anyone with internet access, anywhere in the

world. Examples of social media are blogs, social networking sites (e.g. Facebook

and Twitter), podcasts, message boards and chat rooms.


10.2 We recognise that employees will use these media outside work, and they can be

usefully used within work to make business contacts, exchange ideas and views

about products and issues, and improve customer service.

10.3 Because of the global nature of the media and its potential, some rules need to be

devised to ensure the media are used safely and effectively, and these are set out

below:

a) You may only login to the backend of PAC‟s social media streams and

make posts on behalf of PAC if approved by PAC‟s CEO.

b) You may not share any information which is commercially sensitive, private

or copyrighted.

c) You must comply with any other guidance we give from time to time

concerning use of social media.

d) Be wary of any potential issues concerning information exchanged, such as

defamation, breach of privacy and copyright, and comply with the law at

all times.

e) You must not identify or refer to any clients, ex-clients or prospects.

f) Be yourself and do not use separate identities or pseudonyms online. If

you are on a business related site such as a professional body or business

forum, and you think it is appropriate, you may identify yourself with your

job title and give the name of your employer. However, you are not

speaking on PAC‟s behalf and if necessary you should state that any views

expressed are your own.

g) Use common sense. Apply your judgment and exercise discretion.

Respect your audience as you cannot know who is reading your posts. Do

not make any derogatory personal comments or offensive remarks. Be

mindful that anything you publish is instantly available worldwide and for

a long time in the future. It cannot be retracted and you are personally

responsible for it.

h) Protect your own privacy and do not disclose any personal information.

11 Review

11.1 This policy will be reviewed annually to ensure it remains up to date and

compliant with the law.

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