Colleague Guidance for Face Coverings

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Published 15 Jul 2020 in Colleagues

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Date: Friday 17th July

Further to this update, FAQs have now been published.

To view them please see the dropdown area in our Coronavirus updates page here.

→ Changes to Policies & Procedures → Facial Coverings FAQs

Date: Wednesday 15th July

To help reduce the risk of the spread of COVID-19, on Monday 13^th July the Government announced that wearing a face covering in shops and supermarkets in England will be mandatory from 24^th July.

Shopworkers will be encouraged to prompt customers, but at no point should you attempt to enforce compliance or engage in any form of confrontation. Posters will be displayed at the entrance to all sites informing the public of the requirement to wear a face covering whilst on site in line with Government guidelines.

See below some guidance to help you understand what this means for you, our visitors, our Members and our customers. This guidance reflects the Society’s ongoing commitment to the safety and protection of all our colleagues and has the full support of USDAW. We will continue to monitor Government updates and to adhere to Government guidelines.

All Colleagues & Visitors

All Colleagues MUST wear a face covering in a customer facing environment. This will take immediate effect once you have access to a suitable face covering and you must be compliant by 24^th July at the very latest.
Visitors who enter customer facing areas in our shops including Field Teams, Deliver Drivers, Contractors, Merchandisers and Security Guards MUST also wear a face covering.
The Society will provide suitable face coverings for all applicable colleagues for use in the working environment.
If you choose to wear your own face covering it must be plain in colour and have no emblems, football colours, artwork, political or religious motifs on them. All face coverings must cover your nose and mouth.
Religious face veils are classed as face coverings and are acceptable.
Scarves and snoods are not suitable to wear during working hours, although they will be classed as face coverings when shopping.
If you have a medical condition that prevents you from wearing a facial covering please make your Manager aware, so that they can consult with our HR and Health & Safety Teams to provide an acceptable solution. This could be the use of a visor or the provision of an exemption card in a lanyard.
You do not need to wear a face covering in the back of house away from the shop floor; in offices, in the warehouse or in rest areas.
Home Delivery drivers should wear a face covering when delivering to customer’s homes.
Social distancing remains at 2 metres and do not forget that regular hand washing (and the use of hand sanitiser) and completing the enhanced cleaning regime are key to controlling the spread of the virus.

John Street

Coronavirus Co-ordinator

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Sophie (POSTOFFICE) 22 Sep 2020 13:46

Hello, Given today’s (22/09) announcement on masks being mandatory now for all retail staff, will the mask wearing be extended to cover the warehouses where it’s difficult to social distance? In my store I wear mine all the time unless I go outside or am in the break room. Mostly because I want to protect myself and my fellow colleagues who have returned from vulnerable furlough. We need protect our colleagues as well not just our customers when on the shop floor.

John Street (CEGOVSEC) 22 Sep 2020 21:03

@Sophie (POSTOFFICE) Sophie, our policy remains as stated above and as long as social distancing can be achieved in the back areas then at present there is no mandatory requirement to wear a facial covering, but if you wish to, you are fully entitled to do so. We will continue to monitor Government advice and should there be further changes then you will be immediately updated. Regards, John

Sheridan Embley (TRAVEL) 28 Jul 2020 09:00

Sat behind a huge screen is already a sound barrier. Masks for customers (gov). THEN we add in that colleagues are now forced to wear a face covering. Customers who are softly spoken, who do not speak fluent/any English, who are hard of hearing and even a clearly speaking customer, we are having difficulty with hearing.Several phones’ hold music on to tour ops while you are trying to multitask under pressure. Raised voices as if it’s a competition to be heard! This is NOT practical in ALL areas

Sheridan Embley (TRAVEL) 28 Jul 2020 09:16

@Sheridan Embley (TRAVEL) and this is just a snapshot because of the 500letter limit on the post... both colleagues and customers are getting frustrated with not being able to communicate efficiently. I (as with my colleagues) have quite literally had to just stop talking amongst the noise because it gets that ridiculous to understand each other. Then wait until customers have left the shop before continuing to serve my customer! And we have a 6 customer limit in the shop already!

John Street (CEGOVSEC) 28 Jul 2020 19:21

@Sheridan Embley (TRAVEL) Sheridan, Thank you for your feedback. I have asked your Area Manager to contact you and support you in being able to communicate effectively with your customers and at the same time remain safe in a protected environment. Regards, John

Chelsea Smith 24 Jul 2020 21:52

Right so staff have to wear face mask when doing a customer facing role ie tills and shop floor. My issue is I am hard of hearing and rely on lip reading How can that be safe if I can’t see the persons face and have trouble before the 2metre rule. Due to asthma I can’t wear a mask but can wear a snood but for short periods.

Chelsea Smith (CEGOVSEC) 24 Jul 2020 21:54

@Chelsea Smith I have also been informed as of 1st aug I won’t get furlough pay as the have suspended it. Which isn’t true it is still running to Oct. 1st aug is for shielding ppl and mine isn’t a shielding issue now it’s a safety issue for team memebers, my self and our customers

John Street (CEGOVSEC) 25 Jul 2020 11:18

@Chelsea Smith (CEGOVSEC) Chelsea, Thank you for your feedback. Please speak to your Store Manager who will advise and support you to ensure that you are kept safe whilst at work. If you have any further issues please contact the HR Advice Line on 01926 516 469. Regards, John

Martin Hitchiner (FOODRETAIL) 18 Jul 2020 05:20

Hi talking to colleagues about wearing face mask behind the till, it going to be very difficult for def people how lip read and sum colleagues talk very quiet. This will make customer's come very unhappy. So if its possible for staff not to wear face mask when behind the till because their is a screen between, but colleagues have no problem wearing the mask on the shop floor because customer's can hear better. Thank you

Martin Hitchiner (FOODRETAIL) 18 Jul 2020 05:15

John Street (CEGOVSEC) 18 Jul 2020 18:16

@Martin Hitchiner (FOODRETAIL) Martin, Thanks for your comments. We would ask all colleagues to apply a common sense approach, so if you are behind a screen with a facial covering on and you have a customer who is deaf or hard of hearing then temporarily lower your mask so you can communicate with them effectively. Just remember to be sensible and keep safe. Regards, John

Martin Hitchiner (FOODRETAIL) 18 Jul 2020 18:56

@John Street (CEGOVSEC) ok I will inform all the colleagues of this. Thank you

Johanna Smith (FOODRETAIL) 17 Jul 2020 20:57

Finished an 8 hour shift working with a mask on today. As I am a colleague wearing glasses (which steamed up) and also got hearing aids in both ears, find that the mask keep on pulling my hearing aids down and then I find it difficult hearing and when I adjust the mask my glasses falls down and make it difficult to see the till screen.

John Street (CEGOVSEC) 17 Jul 2020 21:34

@Johanna Smith (FOODRETAIL) Johanna, Thank you for your feedback. Please use this link (https://www.bbc.co.uk/news/newsbeat-53406105) for three tips on preventing your glasses steaming up and discuss the issue with your hearing aids with your Manager who should be able to support you, a visor may be more suitable in your case. I hope this helps. Regards, John

Anny Gartside (FOODRETAIL) 17 Jul 2020 16:41

Hi john, i would love it if we could wear bright fun face masks as a cheery thing not rude obviously may boost moral in these trying times ☺️

John Street (CEGOVSEC) 17 Jul 2020 18:46

@Anny Gartside (FOODRETAIL) Anny, Thank you for your feedback. We have received a number of comments on this subject and our intention is that a plain mask provides a very simple and clear message that will ensure consistency and no ambiguity. However, we will listen and review on Monday and communicate if any change can be made. Regards, John

Anny Gartside (FOODRETAIL) 18 Jul 2020 14:16

@John Street (CEGOVSEC) thank you for your response appreciated anny

Kim Peters (FOODRETAIL) 17 Jul 2020 15:09

Hi John, I've just finished my 9 hour shift with wearing a face mask. I suffer with anxiety & am on medication for this, wearing a face masks triggers this even more than normal! I had a pretty bad anxiety attack from wearing the mask this morning. Could you suggest a solution for this please, as any facial coverings make me panic & I struggle to breath?

John Street (CEGOVSEC) 17 Jul 2020 18:42

@Kim Peters (FOODRETAIL) Kim, Thank you for your feedback and I'm sorry to hear of your issues. Please talk to your Manager to discuss ways in which you can be supported and if on medical grounds you are unable to wear a facial covering then dispensation can be given. Regards, John

Brenda Hopkins (FOODRETAIL) 17 Jul 2020 11:47

Good morning all, I worked my first 7 hour shift last night with a face mask. I found it very uncomfortable. It was hot and as I have glasses they steam up. Another thing is a simple thing normally you smile at people and interact with them this is also hard. I appreciate that we all have to protect our customers and colleagues. My question is for clarity can we use face visors it seems a bit unclear at the moment, I am happy to buy my own if none available at the moment. Kind Regards.

John Street (CEGOVSEC) 17 Jul 2020 15:03

@Brenda Hopkins (FOODRETAIL) Brenda, Thank you for your feedback. The Society’s preferred choice of facial covering is a mask, which will be provided for all colleagues. Visors will be provided for colleagues with a medical condition that prevents them wearing a face mask as a priority, but if you have a strong preference to wear a visor and your site has them available or you have your own, then that will be acceptable. Regards, John

Vicky Forsyth (CEGOVSEC) 17 Jul 2020 11:01

Hi. What age do children need to wear a mask while in the shop?

John Street (CEGOVSEC) 17 Jul 2020 11:41

@Vicky Forsyth (CEGOVSEC) Vicky, Thanks for your question. Children under the age of 11 are exempt from wearing facial coverings, so from the age of 11 they wear a facial covering. Regards, John

Eve (FOODRETAIL) 16 Jul 2020 22:36

There's a huge difference to wearing a mask for 5/10 minutes for shopping for customers, compared to working in a mask/visor for 8 hours. Frontline workers having to do this should be ask of their opinion/feedback before enforcing something, you say the union is backing, it hasn't asked its members as of yet.

John Street (CEGOVSEC) 17 Jul 2020 10:33

Eve, Thank you for your comment. Given the Government's increased support of face coverings, stating that there is growing evidence that wearing face coverings helps protect individuals and those around them from the virus and making it compulsory for customers to wear them in shops; we want to provide both our colleagues and customers with the maximum protection and to ensure that our commitment to your safety at work is maintained. Hence the decision that has been taken. Regards, John

Kelly Jewels (FOODRETAIL) 16 Jul 2020 18:34

Surely the difference is shoppers are being asked to wear a mask for 30 minutes to an hour whilst shopping, were as retail staff are in store in my case for 8 hours. That’s why government haven’t made it compulsory.

John Street (CEGOVSEC) 16 Jul 2020 20:35

@Kelly Jewels (FOODRETAIL) Kelly, The Government says there is growing evidence that wearing face coverings helps protect individuals and those around them from the virus, hence their making it compulsory which sends a stronger signal to people about their value. We want to provide both our colleagues and customers with the maximum protection and to ensure our commitment to your safety at work is maintained. Regards, John

Gary Foster (FUNERALS) 16 Jul 2020 18:31

I compeltely understand wearing masks when meeting families and driving limousines on funerals (customer facing) with mourners in the back. However, when paired up with a colleague on ambulance duties, do we have to wear the mask all the time? Or is it acceptable to put the mask on once we arrive at branches/hospitals and nursing homes? Also when the team return from a funeral in a Hearse, can we remove the masks as we will jist be with our colleagues at that stage?

John Street (CEGOVSEC) 16 Jul 2020 20:30

Gary, Ambulance duties require PPE not a face covering (surgical mask). The advice is if you are on the ambulance and due to make numerous visits/collections then why not just keep your facial covering on to save having to repeatedly put on and take off. The guidance issued for ceremonial states that if multiple colleagues are in a vehicle together you should be masked up as the same pairings aren't guaranteed every day and you are well within 2-metres of each other for over 15 minutes.

Kirstie Buck (FOODRETAIL) 16 Jul 2020 15:46

I felt sick, like I couldn’t breath, hot and light headed. I felt Ill when I got home for over an hour and contacted the gp immediately. The are refusing to issue letters to except regardless of health problems and the email I received states the following: it is sufficient for an individual to self-declare this. This is not government policy, it is company policy then the whole company should be doing it, the people who made this decision are staff in the

Gary Foster (FUNERALS) 16 Jul 2020 18:29

Kirstie Buck (FOODRETAIL) 16 Jul 2020 15:47

@Kirstie Buck (FOODRETAIL) Office not people rushing around doing 8 hour shits putting stock out.

John Street (CEGOVSEC) 16 Jul 2020 16:00

Kirstie, If you feel unwell at any point you should immediately raise it with your Manager, who will provide a solution to help you and if necessary raise it with HR. If you have a medical condition and need a visor rather than a mask then stocks are on their way if you don't currently have any in your store. The Society decision for customer facing colleagues to wear a facial covering is for your safety and protection, if you feel unwell tell your Manager immediately. Regards, John

Sharon Jacques (POSTOFFICE) 16 Jul 2020 13:29

We have visors that were sent to us by Post Office - I wear glasses and they keep steaming up with the masks - can you confirm we can wear the visors instead of the face masks please

John Street (CEGOVSEC) 16 Jul 2020 13:32

@Sharon Jacques (POSTOFFICE) Sharon, Thanks for your question. The Society’s preferred choice of facial covering is a mask, which will be provided for all colleagues. However, where Post Office UK have provided visors and you have a strong preference to wear one then that will be acceptable. Regards, John