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Friend Warning, Suspension or Ban Guideline
  • 25 Jul 2025
  • 3 Minutes to read
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Friend Warning, Suspension or Ban Guideline

  • Updated on 25 Jul 2025
  • 3 Minutes to read
  • Contributors
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Article summary

The following Guidelines are intended to outline the steps for delivering a warning, suspension or ban letter to a Friend 

Step 1 - Prepare

  • Ensure you have a printed copy of the letter and that you understand the content and context.

  • Brief other volunteers that you will be having a difficult conversation with a Friend today, provide context on the conversation, and request their support.

  • If possible, choose a quieter area away from other Friends to have the conversation, but where other volunteers, service providers and CCTV (if available) is close by.  This will still enable some privacy whilst also keeping safe.

  • Before starting the conversation, ensure you have another volunteer present for support, safety and to witness the conversation.  Do not have the conversation alone.

  • Prepare yourself emotionally knowing that the the conversation could cause some angst to the Friend in question.

Step 2 - Refresh yourself with Orange Sky resources

  • The following resources include important strategies and techniques to help you maintain a calm and effective conversation.  Ensure you review them prior to having the conversation.

Step 3 - Having the Conversation

  • Keep an open posture (e.g. don't cross your arms) and keep your hands visible and relaxed.

  • Talk calmly and slowly in a gentle tone. 

  • Acknowledge feelings without necessarily agreeing to what they are saying (e.g. "I hear you're upset" or "I understand this might be upsetting").

  • Keep to the facts, sticking to the points on the letter.

  • If the conversation escalates remember the strategies and techniques above, and ensure you follow the Trigger Action Response Plan TARP

Talking Points

The following talking points are provided as a guide for what you could say to the Friend but is not meant to be used as a script.


Intro (all)

  • Hi [Name], How are you today?  

  • There's something important I need to talk to you about today, can we have a quick chat?

  • Some concerns have been raised in relation to your behaviour towards our volunteers and other people at our services.

Warning

Temporary Ban/Suspension

Permanent Ban

  • We've been advised that your behaviour can make others feel uncomfortable and/or unsafe.

  • The safety of our people is of utmost importance to us and because your behaviour hasn't improved despite it being raised verbally with you before, we need to provide you with a formal written warning.

  • Should your behaviour continue, we may need to take further action, which could include temporary or permanent suspension from using our services.

  • We hope it doesn't come to that as we’d really like to continue seeing you visit, but we won't tolerate poor behaviour at any of our services.
  • As you know, we've raised this with you before and have previously provided you with a warning letter, however, your behaviour hasn't improved.

  • The safety of our people is of utmost importance to us and due to your continued behaviour we will need to temporarily suspend you from using our service.

  • This will be for a period of six weeks

  • We hoped that it wouldn't come to this as we’d really like to continue seeing you visit, but the safety and wellbeing of all people at our services must come first.
  • As you know, we've raised this with you before and have previously provided you with a warning letter and temporary suspension from our services, however, your behaviour hasn't improved.

  • The safety of our people is of utmost importance to us and your continued behaviour  has impacted our ability to provide a safe space to operate our services.

  • We have no choice but to place a permanent ban on your use of our services.

  • I understand this may be disappointing, and this decision has not been made lightly, however, the safety and wellbeing of all people at our services must come first.

Closing (all)

  • This letter explains the warning/suspension/ban in more detail and what it means for you.

  • If you like, I can read the letter to you.

  • Do you understand what is being said?

  • Thank you for your time today and your understanding.

Step 5 - After the Conversation

  • Gather volunteers on shift for a debrief, if required.

  • Lodge an Incident form to advise the letter has been given to the Friend and any other information you feel is important.

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