Public and Commercial Services Union

The following are important guidelines for PCS representatives engaged in personal case work.

They are essential to gain trust and ensure that cases are progressed effectively.

1. Treat each case in the same professional manner.

You will come across cases where you have prior knowledge of the member who has asked for help.

You may have pre-conceived ideas about the member, based on his or her past behaviour. It is important to treat each case, regardless of the member involved, with the same professional approach.

There may be good reason for his or her previous actions, and you should not let the views of other staff influence how you progress a case. Provide the best representation you can in every case.

2. Act professionally when dealing with management.

Even where management's faults are glaring, treat them courteously and do not lose your temper.

You may find you have to deal with another case which is not so cut and dried, and where you have to appeal to the same manager's better nature.

This will only be possible if you have acted professionally in the past.

3. Confidentiality.

This is essential. Make it clear to the member at the outset that any discussion you have with him or her will remain confidential.

Without gaining trust in this way, the member may withhold important facts pertinent to the case, and make it difficult for you to win.

It may be that other members of staff are discussing the case openly. It is important to distance yourself from any such discussions.

4. Expectation

As a PCS representative you will win many of the cases you are involved in.

However, there will be others where, having got all the information and advice you require, there is not much prospect of success. It is important to make this clear to the member as soon as you can. Be open and honest at all times.

There is a section on this website for members who have problems at work. This details the support available to members, and the role they have to play. It should be used alongside this guide when dealing with personal cases.

5. Don't talk to management without the member's consent

Occasionally, perhaps because of other pressing issues you are dealing with, it can be tempting to discuss a way forward with management, without informing or agreeing this with the member first. Don't!

Always keep the member fully informed about how you are dealing with his or her case.

6. Take accurate notes

This is important at all stages of every case you deal with. You may well need to refer back to notes you have made, or agreements, which have been reached.

They may even be required as evidence in an employment tribunal, so try to make them legible and as detailed as possible. Make sure you date them and where possible make a note of the name of anyone you speak to about the case.