Standard 13 — Supporting the Care Workforce
Criteria in this standard
13.2 — Ongoing Competency Is Genuinely, Regularly Evaluated
13.3 — Staff Have Genuine Access to Ongoing Education and Skill Development
13.4 — Workforce Health and Safety Is Genuinely Protected, Including Manual Handling
13.5 — Workplace Issues Raised by Staff Are Genuinely Investigated and Resolved
13.6 — Staff Are Genuinely Protected From Resident and Family Aggression
13.7 — Workforce Feedback Is Genuinely Gathered and Acted On
13.8 — Sick Leave and Attrition Data Genuinely Inform Organisational Learning
13.9 — Equality, Diversity and Inclusion Across the Workforce Are Genuinely Monitored
Every Member of the Workforce Is Genuinely Credentialed for Their Actual Role
Core
In plain terms: Everyone who actually cares for residents here — employed, agency, or volunteer — has had their real qualifications genuinely checked.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Long-term care facilities commonly rely on agency staff to cover shift gaps, and residents cannot distinguish between a permanent staff member and an agency worker — care quality and safety genuinely depend on every single person delivering care being properly credentialed, regardless of their employment relationship with the facility.
What good looks like
- Genuine credential assurance extends to agency staff.
- Scope of practice is genuinely verified.
- A real corrective process exists for a scope mismatch.
Common failure modes
- Agency staff credentials are assumed verified by the agency, never independently checked.
Worked example
If you are starting from zero — do this first
- Add direct credential verification to your agency staff booking process.
Self-assessment questions
Evidence: Credential verification records
Evidence: Scope verification record
Evidence: Correction procedure
Common reasons for a PARTIAL answer
- Verification happens for regular agency workers but not one-off emergency cover.
Implementation plan
| When | What |
|---|---|
| Week 1 | Add verification step to agency booking process. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| DOCUMENT | Credential review | Reviews verification records for agency and employed staff alike. |
Supervisor tips
- Ask about the most recently placed agency worker specifically.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Ongoing Competency Is Genuinely, Regularly Evaluated
Core
In plain terms: Staff competency keeps getting genuinely checked — specifically including dementia care and safe manual handling, both genuinely central to this work.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Dementia care and manual handling techniques evolve over time, and competency in these specific areas can genuinely degrade without regular refresh — a carer’s manual handling technique from initial training years ago may not reflect current best practice, creating real risk to both residents and the carer themselves. This is marked Core because the consequences of an outdated technique are directly physical and serious for both parties.
What good looks like
- Ongoing competency is genuinely evaluated, including dementia care and manual handling specifically.
- Evaluation genuinely covers actual current duties.
- A genuine gap triggers a real response.
Common failure modes
- Manual handling technique is assumed correct from initial training, never reassessed.
Worked example
If you are starting from zero — do this first
- Introduce annual, direct-observation manual handling competency checks.
Self-assessment questions
Evidence: Evaluation records
Evidence: Role-specific criteria
Evidence: Correction record
Common reasons for a PARTIAL answer
- Evaluation relies on self-report rather than direct observation.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Introduce annual, direct-observation competency checks. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| DOCUMENT | Evaluation review | Reviews evaluation for genuine, direct-observation substance. |
Supervisor tips
- Ask to see an evaluation involving actual observed technique, not a form.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Staff Have Genuine Access to Ongoing Education and Skill Development
Standard
In plain terms: Staff can actually keep learning after they’re hired — particularly dementia and palliative care, genuinely central to this setting’s complexity.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Dementia care and palliative care are genuinely complex, evolving clinical domains, and staff without ongoing education in them risk relying on outdated or incomplete approaches to some of the most sensitive, high-stakes aspects of resident care — comforting a distressed resident with dementia, or supporting a dying resident and their family.
What good looks like
- Genuine, ongoing access to education beyond induction.
- Real development opportunities in dementia and palliative care specifically.
- Staff can describe a real opportunity taken.
Common failure modes
- Education stops after initial induction, with no dementia or palliative care refresher offered.
Worked example
If you are starting from zero — do this first
- Introduce a biannual dementia care refresher at minimum.
Self-assessment questions
Evidence: Education policy
Evidence: Training calendar
Evidence: Staff interview
Common reasons for a PARTIAL answer
- Compliance training exists but genuine skill-building opportunities are rare.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Schedule biannual dementia and palliative care refreshers. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| ASK | Staff interview | Asks staff to describe recent dementia or palliative care education taken. |
Supervisor tips
- Ask specifically about dementia or palliative care training, not generic compliance.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Workforce Health and Safety Is Genuinely Protected, Including Manual Handling
Core
In plain terms: The people caring for residents are genuinely kept safe — with specific, real attention to manual handling injuries, which happen a lot in this kind of work.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Manual handling injuries are genuinely one of the most common occupational injuries in long-term care, arising from repeated resident transfers, repositioning, and mobility assistance throughout every shift. This is marked Core because the cumulative physical toll on care staff is real, serious, and directly tied to how consistently proper equipment and technique are actually used — not whether a policy document exists describing them.
What good looks like
- Real manual handling equipment is available and actually used.
- PPE is genuinely available and used.
- Vaccinations are genuinely tracked.
Common failure modes
- Hoists exist but staff skip them under time pressure, manually lifting instead.
Worked example
If you are starting from zero — do this first
- Audit actual hoist/equipment use during real transfers, not just equipment availability.
Self-assessment questions
Evidence: Direct observation during transfers
Evidence: Direct observation
Evidence: Vaccination records
Common reasons for a PARTIAL answer
- Equipment is available but genuinely underused during busy shifts.
Implementation plan
| When | What |
|---|---|
| Week 1 | Audit equipment access and actual use during transfers. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| ASK | Direct observation | Observes an actual resident transfer for correct equipment use. |
Supervisor tips
- Observe a real transfer during a busy period, not a quiet moment.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Workplace Issues Raised by Staff Are Genuinely Investigated and Resolved
Standard
In plain terms: When staff raise a concern — including about resident care quality — it actually gets looked into, and they’re genuinely protected.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Long-term care staff are often the first to notice declining resident care quality — understaffing, neglect, poor practice — and whistleblower protection here carries genuinely higher stakes, since residents themselves may lack the capacity or voice to raise these concerns independently. Staff who don’t trust the reporting channel will often stay silent precisely when their observations matter most.
What good looks like
- A genuine, accessible process exists.
- Real evidence of genuine resolution.
- Genuine protection from adverse treatment.
Common failure modes
- Concerns about care quality go unreported due to fear of retaliation.
Worked example
If you are starting from zero — do this first
- Introduce an anonymous reporting option for care-quality concerns.
Self-assessment questions
Evidence: Process documentation
Evidence: Resolution log
Evidence: Staff interview
Common reasons for a PARTIAL answer
- A process exists but staff don’t genuinely trust it for care-quality concerns specifically.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Introduce or strengthen anonymous reporting option. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| ASK | Staff interview | Asks staff whether they’d feel safe raising a care-quality concern. |
Supervisor tips
- Ask specifically about care-quality concerns, not just general workplace issues.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Staff Are Genuinely Protected From Resident and Family Aggression
Standard
In plain terms: Real, specific steps protect staff from aggression — including specific training for dementia-related behaviour, which needs a genuinely different, compassionate response.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Aggression from a resident with dementia is genuinely different in nature and appropriate response from aggression by a cognitively intact individual — it’s typically not intentional, and the correct response is trauma-informed de-escalation rather than a standard security protocol. Staff untrained in this distinction may respond in ways that escalate the situation or, conversely, may absorb real harm without recognizing it as something the facility should formally address and support them through.
What good looks like
- Genuine, specific training covers dementia-related aggression distinctly.
- Incidents are genuinely tracked.
- Staff can describe a real instance where a measure worked.
Common failure modes
- Generic de-escalation training is used with no dementia-specific component.
Worked example
If you are starting from zero — do this first
- Deliver dementia-specific, trauma-informed de-escalation training.
Self-assessment questions
Evidence: Training records
Evidence: Incident log
Evidence: Staff interview
Common reasons for a PARTIAL answer
- Training is generic rather than genuinely dementia-specific.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Deliver dementia-specific de-escalation training. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| DOCUMENT | Training record review | Reviews training for genuine, dementia-specific content. |
Supervisor tips
- Ask staff specifically about dementia-related behavioural training.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Workforce Feedback Is Genuinely Gathered and Acted On
Standard
In plain terms: Staff across every shift, including nights, get genuinely asked how working here actually is, and real changes happen as a result.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Feedback processes scheduled during daytime hours systematically exclude night-shift staff, who make up a genuine, significant portion of a 24-hour facility’s workforce and often have genuinely distinct concerns — staffing ratios, safety during quiet hours, isolation — that day-focused surveys may never capture.
What good looks like
- Feedback is genuinely gathered across all shifts.
- Feedback is genuinely analysed.
- A documented instance shows a genuine, implemented change.
Common failure modes
- Surveys and meetings happen only during day shift.
Worked example
If you are starting from zero — do this first
- Check current feedback response rates by shift to identify any night-staff gap.
Self-assessment questions
Evidence: Survey response data by shift
Evidence: Analysis notes
Evidence: Change record
Common reasons for a PARTIAL answer
- Feedback is gathered but night-staff response rate remains genuinely low.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Redesign feedback collection to genuinely reach all shifts. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| DOCUMENT | Response rate review | Reviews survey response data broken down by shift. |
Supervisor tips
- Specifically check the response rate from night-shift staff.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Sick Leave and Attrition Data Genuinely Inform Organisational Learning
Standard
In plain terms: The facility actually looks at why staff get sick or leave — genuinely common in this physically and emotionally demanding field — and uses what it learns to make things better.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Long-term care is genuinely one of the sectors with the highest documented workforce attrition, driven by a real combination of physical strain, emotional demand, and often lower relative compensation compared to other healthcare settings. A facility that treats this attrition as an unavoidable, unexamined feature of the sector misses the real, actionable patterns — burnout drivers, scheduling issues, specific unit-level problems — that genuine investigation can actually surface and address.
What good looks like
- Sick leave data is genuinely monitored.
- Real reasons for leaving, including burnout, are actually captured.
- A documented instance shows this data genuinely informing a change.
Common failure modes
- High attrition is accepted as normal for the sector, with no real investigation.
Worked example
If you are starting from zero — do this first
- Introduce structured exit interviews rather than accepting attrition as unexamined.
Self-assessment questions
Evidence: Sick leave records
Evidence: Exit interview records
Evidence: Change record
Common reasons for a PARTIAL answer
- Exit interviews happen but results are never analysed for genuine patterns.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Introduce structured exit interviews and genuine pattern analysis. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| DOCUMENT | Exit data review | Reviews exit interview records and any resulting change. |
Supervisor tips
- Ask whether attrition has ever been genuinely investigated, not just accepted.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.
Equality, Diversity and Inclusion Across the Workforce Are Genuinely Monitored
Standard
In plain terms: The facility actually looks at real patterns — who gets hired, which shifts people get, who gets promoted — not just assuming things are fair because nobody has formally complained.
| Facility category | Crisis | Transition | Small | Standard |
|---|---|---|---|---|
| Applicability | Adapted | Full | Full | Full |
Why this matters
Inequity in recruitment, scheduling, or promotion can genuinely persist for years without a single formal complaint — people often don’t report a pattern they can’t fully see themselves, or don’t trust reporting to change anything. In a round-the-clock residential setting, this genuinely extends to scheduling across night and day shifts, where a pattern can be even easier to overlook. Genuine, proactive monitoring of real workforce data is what actually surfaces a pattern that individual complaints alone would likely never reveal.
What good looks like
- Workforce data is genuinely monitored for patterns.
- A genuine pattern triggers a real response.
- A real instance shows monitoring informing a change.
Common failure modes
- No formal complaint has been raised, so the organisation genuinely assumes no issue exists, with no actual data ever reviewed.
Worked example
If you are starting from zero — do this first
- Introduce a regular review of recruitment, scheduling, and promotion data, including across all shifts.
Self-assessment questions
Evidence: Monitoring protocol
Evidence: Response record
Evidence: Change record
Common reasons for a PARTIAL answer
- Data exists but has genuinely never been reviewed specifically for equity patterns, particularly across night shifts.
Implementation plan
| When | What |
|---|---|
| Week 1-2 | Introduce a quarterly equity review of recruitment, scheduling, and promotion data across all shifts. |
How the Monitor verifies this
| Method | What | Detail |
|---|---|---|
| DOCUMENT | Equity review record | Reviews the monitoring data and any resulting corrective action. |
Supervisor tips
- Ask to see the actual data behind the last equity review, including night-shift staff specifically.
Evidence base
ASF training courses on GMJ Academy →
Foundation courses A-00 to A-03 are live. Criterion-specific modules are being developed and will link here when published.