Managing and preventing violence to lone working staff

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Organisations employing lone workers identified the following criteria as the most successful ways of tackling violence against lone working staff.

Training and information

Provision of training and information and conducting a risk assessment of the tasks of the lone worker. Personal safety or violence prevention training can be provided in-house or by an external organisation, and can be formal or informal. The key training messages are:

• do not go into a situation if you feel at risk.

• use conflict resolution or defusing techniques.

• be aware of surroundings.

• if you feel threatened, make your excuses and leave.

Communication

Good communication and sharing of information between employees, and with external organisations and professional bodies where appropriate including:

• liaison with police;

• letting staff know where lone workers are;

• sharing experiences and concerns;

• using an early warning or flagging system – talking about specific concerns and incidents, reporting all incidents;

• making company policy clear with guidance, leaflets and posters; and

• management support.

Work equipment and environment

• using mobile phones or other communication devices and personal alarms;

• having a panic alarm in the building; and

• using CCTV.

Job design

• doubling-up;

• self risk assessments;

• recruitment and selection; and

• withdrawal of service/sanctions/prosecution.