2.23 Violence at Work Policy and Procedure Table of Contents

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2 Table of Contents Section 1 - Policy Purpose Scope Requirements Responsibilities... 4 Section 2 - Procedure... 4 Section 3 - References Statutory Documents Abbreviations Definitions... 6 Appendix 1 - Guidance for all employees:... 7 Appendix 1 Incident Report Form... 8 Appendix Violence at Work Policy and Procedure Page 2 of 9 October 2014

3 People may face aggressive or violent behaviour during the course of their day to day work activities. They may be sworn at, threatened or even attacked. This policy and these procedures provide practical advice to help you find out if violence is a problem in your place of work, and if it is, how to tackle it. Section 1 - Policy 1.1 Purpose The Salvation Army Trading Company Ltd (SATCoL) is committed, so far as is reasonably practicable through good practice, to minimise the risks of violence at work through the development of a proactive approach to the identification and control of risks associated with incidents where a member of staff or volunteer could be harrased, abused, threatened or assualted in cirsumstances relating to their work. 1.2 Scope This policy and these procedures apply to all SATCoL locations and activities including shops, warehouses and our head office facilities. Employees whose job requires them to deal with the public can be at risk from violence. Most at risk are those who are engaged in: giving a service cash transactions delivery/collection controlling representing authority Refer also to other Health and Safety Policy and Procedures where relevant and Safeguarding documentation. The following may apply; 2.01 Accident Reporting, 2.02 Alcohol Drugs and Smoking and Lone Working. This policy and these procedures do not cover post violent incident support or disciplinary procedures which are the responsibility of Human Resources Department. 1.3 Requirements To comply with the requirements of:- The Health and Safety at Work etc Act 1974 (HSW Act). The Management of Health and Safety at work Regulations The Reporting of Injuries Dieseases and Dangerous Occurerences Regulations 1995 (RIDDOR). This includes any act of non-consensual physical violence done to a person at work. The Health and Safety (Consultation with Employees) Regulations Violence at Work Policy and Procedure Page 3 of 9 October 2014

4 1.4 Responsibilities Property Services Are Policy and Procedure Owners Are available to provide advice and guidance where required All Line Managers including Location Managers Managers are responsible for ensuring that: Staff This policy and these procedures are implemented and made known to all staff and volunteers within their area of responsibility They manage their teams with the objective to eliminate hazards and risks An assessment for their location is carried out using the Risk Assessment as Appendix 2 Communicate the findings of the risk assessment Arrange for training, any changes to the work patterns or the environment arising from the risk assessment Investigate incidents of violence, review and update risk assessments introducing additional control measures as appropriate Monitoring effectiveness of systems of reporting, investigating and the recording of incidents All staff have a responsibility to ensure their own safety and health and for working in a manner which is not detrimental to the safety of themselves and others. Staff, including volunteers, are responsible for ensuring that: This policy and these procedures are adhered to at all times They follow the training they have been given They immediately report any incidents of abusive, threatening and violent behavior to their Line Manager Comply with the findings of the risk assessment Section 2 - Procedure Refer to:- INDG 69 Violence at Work A guide for Employers HSG 133 Preventing Violence to Retail Staff Line Managers including Location Managers Managers are responsible for ensuring that: An assessment for their location is carried out using the Risk Assessment as Appendix 2 Consult with staff and volunteers in identifying circumstances that may give rise to violent or aggressive behaviour Arrange for training, any changes to the work patterns or the environment arising from the risk assessment Communicate the findings of the risk assessment 2.23 Violence at Work Policy and Procedure Page 4 of 9 October 2014

5 Investigate incidents of violence (using the Incident Report Form as Appendix 1), review and update risk assessments introducing additional control measures as appropriate Monitoring effectiveness of systems of reporting, investigating and the recording of incidents If there is a violent incident involving your workforce you will need to respond quickly to avoid any long-term distress to staff. An effective, sensitive initial response is crucial to people s ability to cope in the longer term. It can help to avoid a situation where staff suffer a loss of self-esteem and are unable to undertake certain tasks or duties. Ongoing support measures will help to minimise and control any impact on staff and ensure that they recover from the incident as soon as possible. For further guidance on post incident support refer to HSG 133 Preventing Violence to Retail Staff and Human Resources Department Staff, including volunteers, are responsible for ensuring that:- This policy and these procedures are adhered to at all times They follow the training they have been given They immediately report any incidents of abusive, threatening and violent behavior to their Line Manager Comply with the findings of the risk assessment Section 3 - References 3.1 Statutory Documents Document Ref. HSE HSG133 HSE INDG 69 Title Violence at Work Guide for Employers Violence at Work A guide for Employers 3.2 Abbreviations Abbreviation RIDDOR HSE Definition The Reporting of Diseases and Dangerous Occurences Regulations Health & Safety Executive 2.23 Violence at Work Policy and Procedure Page 5 of 9 October 2014

6 3.3 Definitions Line Managers including Location Managers could be shop/cluster manager, Area Manager, Regional Manager or Head of Department as appropriate Staff - refers to any persons carrying out SATCoL business whether they are paid or unpaid. The definition is extended to include volunteers and contractors. Work related Violence any incident in which a person is abused, threatened or assaulted in circumstances relating to their work. Types of Violence at Work: Dissatisfaction of service this is one of the most readily recognised catergories of violence in the workplace. Opportunisitic violence is committed for the sake of violence, no motivation is necessary or apparent. Examples include, vandalism, snatch and grab theft, assault and violence towards particular cultures or individuals. Violence motivated by gain many workplaces are potentially vunerable to this form of violence as it is motivated by the need to gain money or goods. Disturbed people this includes violence committed by those with a pyhsical or mental impairment. Indirect violence refers to a person who may witness an act of violence who then becomes emoitonally traumatised as a result particulary if the act of violence is shocking or offensive to that individual Violence at Work Policy and Procedure Page 6 of 9 October 2014

7 Appendix 1 - Guidance for all employees: Always remember that all incidents of abuse or violence, however, minor must be reported immediately as instructed, logged on the attached incident form (to be filled in by the person directly involved in the incident) with details to include time, date, and police crime numbers if applicable. Preventing potentially violent situations: Staff should seek to avoid situations where they may become party to deteriorating interpersonal relationship. If tension is detected, assistance should be sought at an early stage. An attempt to defuse the situation can be made by way of the following actions: 1. Approach the person if responsive, attempt to discuss his/her frustrations or problems. Listening and talking should be the first line of approach. 2. Offer assistance and good service. 3. Try to remain calm, keeping control of the situation, be objective and be aware of all exit routes. 4. Avoid reactions to abusive remarks. Do not retaliate verbally or become argumentative. 5. Physical intervention should be avoided at all times. 6. Call an appropriate manager or person in charge. Dealing with actual violence: Do not attempt to make physical contact. Attempt to move discreetly away any objects that maybe used as a weapon. Place a substantial object between yourself and the aggressor and withdraw from the situation as quickly as possible but try to maintain observation. It may be necessary to ask the aggressor to leave the premises, if they are or you feel they may participate in a violent act, call the police immediately. It is important to remember the police would rather be called early rather than be too late to prevent violence. Employees who handle cash or carry cash as part of their duties should not put themselves or colleagues at risk in the defense of money. If challenged in a robbery situation you should hand over the money as instructed and make no attempt to obstruct in anyway. Employees who are faced with a potential shop lifter or other form of theft from their premises are not to attempt to apprehend or obstruct the offender in anyway before or after they leave the premises. Call the police immediately. Dealing with abusive telephone calls: Be patient, after a few moments the abusive language may abate. Do not panic, lose your temper, become upset or take any remarks personally. Do not be tempted to react in a similar way and if appropriate pass the call onto a senior member of staff. If the caller does not calm down, advise them clearly that unless they are able to continue in a civil manner, the call will be terminated Violence at Work Policy and Procedure Page 7 of 9 October 2014

8 Appendix 1 Incident Report Form LOCATION Date of Incident EMPLOYEE/VOLUNTEER Time Name Role Address Activity at time of incident DETAIL OF ASSAILANT(S) Name(s) WITNESS(ES) Name(s) Address Address Age Male/female Other details Age Male/female Other details WHAT HAPPENED? Give an account of the incident, including any relevant events leading up to the incident OUTCOME Injury? Verbal Abuse? Damage to personal or other property? DETAILS OF LOCATION OF INCIDENT Provide a sketch if possible Any other relevant information Completed by Your name and contact details Distribution Line Manager 2.23 Violence at Work Policy and Procedure Page 8 of 9 October 2014

9 Appendix 2 Name: Assessed by: (Name) Violence at Work - RISK ASSESSMENT Signature: Date: Hazard: Existing Controls already in place: Yes No Initial Risk Rating HML Further Improvements required to Reduce Risks are: (Management action plan) By Whom? By When? Residual Risk Rating HML Done H= High M= Medium L=Low Persons at Risk ( ) Add as Appropriate: All employees Volunteers Young worker (under 18) Other visitors Cleaner Shop staff Customer Disabled worker Contractors Other: