Managing and preventing violence to lone working staff
[ch 3: page 38]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.