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One Step Counselling and Therapies C.I.C

Social Media & Communications Policy

Last Updated: October 1, 2025 

 

One Step Counselling and Therapies C.I.C recognises the value of social media and digital communications as tools for community engagement, service promotion, and educational outreach. This policy establishes guidelines for all staff, volunteers, contractors, and representatives when using social media platforms and digital communications in connection with our organisation.

Our primary commitment remains the protection of client confidentiality, maintaining professional boundaries, and upholding the reputation and values of our organisation while utilising these platforms effectively.

 

This policy applies to:

  • All employees, volunteers, contractors, and subcontractors

  • Use of social media for professional purposes

  • Personal social media use that may impact the organisation

  • All digital communications including websites, blogs, forums, and messaging platforms

  • Photography and video content creation and sharing

 

3.1 Authorised Personnel

Only designated staff members may post content on behalf of One Step Counselling and Therapies C.I.C on official accounts. All organisational social media accounts must be approved by the Managing Director.

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3.2 Content Guidelines

All professional posts must:

  • Align with our caring, non-judgmental brand values

  • Be accurate, respectful, and appropriate

  • Comply with relevant professional body guidelines (BACP, NCPS)

  • Respect intellectual property rights

  • Include appropriate disclaimers where necessary

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3.3 Prohibited Content

Staff must not post content that:

  • Breaches client confidentiality in any form

  • Contains personal information about clients or potential clients

  • Could identify clients through images, locations, or descriptions

  • Promotes competing services or organisations inappropriately

  • Contains discriminatory, offensive, or unprofessional language

  • Violates copyright or trademark laws

 

4.1 Professional Boundaries

Staff using personal social media accounts should:

  • Maintain clear boundaries between personal and professional life

  • Avoid connecting with current clients on personal accounts

  • Consider the impact of personal posts on professional reputation

  • Include disclaimers that personal views do not represent the organisation

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4.2 Confidentiality Requirements

Staff must never:

  • Post about work experiences that could identify clients

  • Share client stories, even when anonymised

  • Discuss workplace situations that breach confidentiality

  • Use images from work premises without permission

 

5.1 Consent Requirements

  • Written consent must be obtained before photographing or recording any individual

  • Special consideration must be given to vulnerable adults and children

  • Consent forms must specify intended use and duration of use

  • Individuals may withdraw consent at any time

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5.2 Venue and Activity Content

  • Photos of community hub activities may be shared with appropriate consent

  • General venue photos should avoid identifying individuals

  • Group activities require collective consent from participants

  • Signage should warn participants when recording may occur

 

6.1 Crisis Response

In the event of online criticism, complaints, or negative publicity:

  • Do not engage in arguments or defensive responses

  • Refer matters to the Managing Director immediately

  • Respond professionally and compassionately when appropriate

  • Follow up privately when possible to resolve issues

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6.2 Emergency Information

Social media may be used to communicate urgent information such as:

  • Service disruptions or cancellations

  • Emergency contact information

  • Safety alerts relevant to our community

 

7.1 Account Monitoring

Official social media accounts will be monitored regularly for:

  • Inappropriate comments or content

  • Client confidentiality breaches

  • Compliance with this policy

  • Engagement opportunities

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7.2 Reporting Concerns

Staff must immediately report any:

  • Suspected confidentiality breaches

  • Inappropriate content involving the organisation

  • Online harassment or threats

  • Potential legal or ethical violations

 

8.1 Staff Training

All staff will receive training on:

  • Social media best practices for mental health professionals

  • Confidentiality requirements in digital spaces

  • Professional boundary maintenance online

  • Crisis communication procedures

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8.2 Ongoing Support

Regular updates and refresher training will be provided as platforms and regulations evolve.

 

Violations of this policy may result in:

  • Disciplinary action up to and including termination

  • Removal from social media responsibilities

  • Professional body reporting where appropriate

  • Legal action if confidentiality or other laws are breached

 

This policy operates alongside:

  • GDPR and Data Protection Act 2018

  • Professional body codes of ethics and practice

  • Employment law requirements

  • Defamation and privacy laws

  • Safeguarding regulations

 

This policy will be reviewed annually or following significant incidents or changes in legislation. All staff will be notified of updates and required to acknowledge understanding of any changes.

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