Principles

1. Being open and clear about policies and procedures and ensuring information, and any advice provided, is clear, accurate and complete.
2. Stating the criteria for decision making and giving reasons for decisions.
3. Handling information properly and appropriately.
4. Keeping proper and appropriate records.
5. Taking responsibility for actions.

Crisis working

1. Using open and transparent criteria, thresholds and timescales, even under crisis conditions. 
2. Using decision reasons that are clear, evidence based and where necessary explained in the particular context and circumstances of that decision.
3. Documenting and explaining any departures from normal practice during the crisis. Communicating with people using services and other stakeholders.

Examples of what good looks like

• Consulting with stakeholders and people using services prior to changing service arrangements.
• Ensuring frontline staff are fully briefed and equipped to support people to make informed decisions, particularly when there are changes to eligibility criteria.
• Maintaining transparency in the light of complex service delivery arrangements.