Defining our approach to diversity and inclusion

Published: 11 December 2023
Freedom of information class:

We recognise that clear direction is vital to ensure effective delivery of our diversity and inclusion agenda.

Diversity Inclusion
Refers to the differences in characteristics of a population.Refers to how well those with diverse characteristics are supported.

We aim to become an organisation that is representative of the diversity within Scotland’s population.

We believe in the benefits of different perspectives, experiences and skills.

We value the positive impact that a fully diverse workforce can bring to our culture and our ability to innovate and to serve our customers.


We aim to ensure that we provide equal opportunities and resources and equitable support to our colleagues with protected characteristics.

We believe that all our colleagues should feel a sense of belonging in RoS.

Everyone should be able to bring their whole, authentic selves to work and be treated fairly and with respect when they do.

We aim to ensure that we consider all colleagues or customers in the working environment we create and the services we deliver. To be inclusive, we need to understand and meet the diverse needs of our colleagues and customers.

We realise that it is critical to ensure that we consider these needs at the right time and that we address them in the most effective way.

The following images illustrates the stages of listening and supporting that move us from exclusion to inclusion.


Individuals are excluded from experiences and outcomes when their needs are not considered from the outset and when they are not given support to overcome any barriers that were  created as a result.

An image showing stage one of inclusion


Support can be provided to overcome barriers. However, if the support  is the same for everyone and is based only on the needs of some individuals,  then others will still be excluded.

Image showing stage two of the journey from exclusion to inclusion


To overcome barriers, a better solution is to tailor the support provided to the needs of individuals. It’s more likely in this case that everyone will be included. However, they will still be excluded until the support is actually  put in place.

Image showing stage 3 of the journey from exclusion to inclusion


The best option, wherever possible, is to listen to people with a range of different needs at the start and accommodate them in any initial design. By creating environments without barriers in the first place, we greatly reduce the likelihood of anyone being excluded at any point.

Image showing the 4th and final stage of the exclusion to inclusion journey

As above, we will listen to diverse voices so that we don’t unintentionally create barriers for our colleagues or our customers. The earlier we include these voices, the better able we are to address their needs and make our organisation truly inclusive.

Pillars of our approach

There are four pillars to our approach to diversity and inclusion. To create real change, we recognise that these pillars need to focus on our behaviours as an employer and service provider as well as fostering positive attitudes and engagement from all colleagues.

Image showing our approach to diversity and inclusion

Leadership accountability

Setting a clear direction and leading by example is essential to progress diversity and inclusion. This requires strong, visible commitment and action from senior leaders.  Leaders need to be active allies, promoting diversity & inclusion and owning actions that will help RoS to become more diverse and inclusive.

Policy and infrastructure

In addition to accountable leaders, diversity and inclusion can only be progressed if the policies, procedures and infrastructure of our organisation is inclusive and accessible. We consider the diverse circumstances and experiences of all colleagues to ensure that these core elements of our organisation can meet their needs. This includes our approach to carrying out Equality Impact Assessments.

Culture and community

All colleagues should feel that they are welcome at RoS and respected by their colleagues, line managers and senior leaders. We want everyone to feel valued for their uniqueness while also feeling a sense of belonging. They should know that they have a voice in decision-making across the organisation. We will listen so that we understand and consider the actual needs of our colleagues and don’t act on incorrect assumptions. We want our organisation to be based on kindness, tolerance and acceptance of all.

Maximising potential

We want to ensure that we attract and retain a diverse workforce and benefit from their experiences, perspectives and skills. We want to provide the same sense of welcome, safety and belonging to all our existing and future colleagues so that everyone can maximise their potential within RoS. This means that our people are equipped to deliver in their roles, supported to perform to their best and able to thrive. We believe that this will also allow us to fulfil our potential as an organisation, ultimately ensuring we provide a better service for our customers.

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