ISC2 Member Services manages thousands of interactions with candidates, members and associates [hereafter, "ISC2 Community"] on an annual basis without incident. ISC2 Community feedback is integral to service improvements and enhancements, so we welcome all views, questions and recommendations about member services. There are times, however, when ISC2 Community members (acting out of anger, frustration or distress) demonstrate unacceptable behavior. This policy is designed to assist Member Services staff in managing situations in which ISC2 Community members demonstrate unacceptable behavior and provides guidance to staff on how to manage these behaviors. This guidance should be considered in conjunction with the ISC2 Harassment Policy.
Version 1.0
This policy applies to Member Services staff providing customer service and support and the ISC2 Community receiving that support in all ISC2 regions.
Unacceptable – demonstrating unwelcome and intolerable behavior
Persistence – continuing firmly on a course of action despite opposition or requests to cease
Unreasonable – beyond the limits of acceptability, fairness or good sense
Aligned with our Customer Service standards, ISC2 staff will deal fairly, respectfully and consistently with the ISC2 Community. This includes those whose actions are considered to be unacceptable. All of our customers have a right to have their service requests considered and to be treated with respect.
Staff of ISC2 have that same right. This policy provides guidance to manage our ISC2 Community with a service, even where it is considered that a person's behavior or actions are unacceptable. It aims to empower our staff to use this policy to deal with any unacceptable behavior and ensure that those who act in an unacceptable manner do not disadvantage themselves. It ensures that staff enjoy the same level of security whether their job involves them either working as a lone worker, in an office or an external environment.
5.1 Categories of Behavior
5.1.1 Unacceptable Use of Language
ISC2 Member Services staff have the right not to be subjected or to suffer language that is abusive, offensive, threatening, derogatory nor discriminatory. Examples of this kind of language includes:
5.1.2 Unreasonable Expectations and Persistence
Sometimes ISC2 Community members will not or cannot accept that Member Services is unable to assist them further or to provide the desired outcome. They may persist in disagreeing with the action or decision taken in relation to their concerns or they may persistently contact Member Services about the same issue(s). Note that the method some ISC2 Community members use in contacting Member Services is often reasonable, but the persistence in doing so that becomes unreasonably forceful or demanding. In some of these case, the continual telephone calls and emails may be considered harassment. Examples include:
5.1.3 Unacceptable Demands on Service
Some members of the ISC2 Community make unacceptable demands of Member Services due to the amount of information they ask for or the nature and scale of the service they expect. Examples include:
5.2 Managing Behavior
Members of ISC2 Community found demonstrating the above behaviors will be subject to sanctions up to, and including, restricting or banning access to ISC2 services.
In some cases, a single violation could result in sanctions. These include:
ISC2 takes a zero-tolerance approach to these types of behaviors and therefore reserves the right to apply more serious sanctions even after a first instance of these behaviors
5.2.1 A member of the ISC2 community should always be given an opportunity to rectify his or her behavior and in the first instance, staff should explain that they find someone's behavior or language unacceptable and allow the person a chance to remedy, moderate or change the behavior.
5.2.2 ISC2 recognizes that a person's actions may be affected by disability, including mental health issues, substance misuse or other factors. ISC2 will take these factors and any other relevant matters into account when implementing this policy.
5.2.3 ISC2 staff should be aware of and put into practice any service specific guidelines/policies on managing unacceptable behavior. If the behavior continues, employees are able and empowered to: