This is an example of what your team may want to include in its guidance on how to operate on a daily basis. The title and section headings are suggestions to help you get a conversation started, you may choose to change to a format and wording that better suits your team, or just pick out the headings and points that you think are relevant to your team.

This is a tool to help you and your Team, not a statutory document.	
Introduction

What kind of service are we? Who are our customers?

What do we need to do our job?

What are our values and how can we demonstrate them?	

Discuss service design principles, challenges and reach consensus re identifying a need to change/improve.
Do team members lead by example?
What can we plan ahead?
Respect, trust, listen, responsible	
Health & Safety
What level of risk will team members be exposed to either in the workplace or in the community?

Are we all aware of lone working procedures/guidance?	
Local housekeeping arrangements
Local Fire safety procedures
Staff list of names of NOK and contact details?
Reasonable adjustments? Security of information?
Security of equipment?
Display screen advice?
Team purchases carry bags for equipment?
Clear desks, equipment left tidy?
Would it help to complete a team or individual well being assessments?

Lone Working arrangements – local keeping safe procedure for in the community or office(see guidance on Lone working)

How do we plan ahead?	
Customer care

Do we consider both internal and external customers?

Do our customers know what hours we operate within?	

How do we inform customers of operational hours and how to contact us?
How to process referrals?
Advice and support to customer?	

Do our customers know how to contact us?

Do we need to provide a rapid or emergency response to customers?

Do we a have service standard to achieve when responding to internal/external customers?	Advice and support to team members?

How to provide rapid response?
How many staff will be needed to support Duty/office each day?
Is cover provided out of hours? If so how will this be provided?
Can we provide business continuity in an emergency situation?

Are service standards specified eg response time to phone calls or emails?
How to respond to complaints?	
Communication		

How will we keep each other informed of whereabouts?	Electronic diaries?
Absence monitoring?
Rota?
Keeping supervisor informed of	
	work plan?
Administration support?
Plan ahead	

How will we feel supported and part of a team?	Buddying, mentoring?
Sametime, Email, Telephone, text?
Informal meetings
Team social events
Team meetings?
group meetings?	

How do we keep up to date with news and information?	S-Net?
electronic newsletters?
Notice boards?
email, sametime, text, telephone?
Events	
Work with others

Is the behaviour of our team professional helpful and supportive to our customers?

Does our culture support Smarter working? What needs to change?	

Are we respectful to each other and our customers?
Are we helpful to each other and our customers?
Do we listen?
Are we being fair and inclusive	

Are we flexible in how we use office space? Are we welcoming?	with each other and our customers?

Are desks kept clear for people to drop in and use? Is there an inclusive approach to visitors	

Monitoring performance

Do individuals know what is expected of them?

How do we as a team know we are performing to required standard?	
How are targets or goals set?
Data recording requirement?
Recording hours worked?

Do we have knowledge and understanding of team plan and how it fits in with service and corporate plan?
Supervision – purpose, commitment to attend, frequency?
Appraisals – commitment to prepare and complete annually and hold mid-year review?	
Develop People		
How do we ensure that all members	Training plans created from	
have the skills and knowledge to be able
to do the job?	appraisals and supervision.
E- Learning
Attending training
workplace shadowing
best practice groups
Resources eg S-Net, Policies &	
	Procedures, Internet, online	
	knowledge hubs, internet	
	community forums, publications.	
How will individuals reflect on training and put it into practice?	Cascading information
Lead by example
Learn to teach, lead best practice	
	sessions?
Team champions
Team advocates	

Review and Impact of Team Charter

This is a working document that will change as your team evolves and gets used to working in a more flexible way	When will you review your local team arrangements?
When will you review personal arrangements?
Are you having regular 1 to 1 meetings?
Have you thought of asking a person who is external to your team to help with the review process to ensure fairness and objectivity?	
Overall Summary – arrangement

Core days & hours open to customers How to contact team
Locations Equipment Travel
Business continuity etc