Violence, Injury & the Workplace
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1 Violence, Injury & the Workplace Craig D. Lowry Deputy Commissioner Maryland Division of Labor and Industry Occupational Safety & Health (MOSH) James Reilly Compliance Officer Maryland Division of Labor and Industry Occupational Safety & Health (MOSH)
2 Nine hundred deaths and 1.7 million nonfatal assaults occur each year in the United States due to workplace violence. USDOL-Bureau of Labor Statistics National census of fatal occupational injuries, Division of Labor and Industry
3 Today s Program Objectives Discussion of the workplace violence challenge and characteristics. Review the data related to workplace violence. Discussion of the risk factors and the preventive strategies expected of employers including development of a Workplace Violence Prevention Program (WPVPP). Interactive Question and Answer session. Division of Labor and Industry
4 What kind of violence occurs in the workplace? Physical Assault Threatening Behavior Verbal Abuse Bullying Other Examples? Division of Labor and Industry
5 Workplace violence as an act of aggression directed toward persons at work or on duty, ranging from offensive or threatening language to homicide. Workplace violence is generally defined as any physical assault, emotional or verbal abuse, or threatening, harassing, or coercive behavior in the work setting that causes physical or emotional harm. Division of Labor and Industry
6 To assure as far as possible every man and woman a safe and healthful workplace the promise Division of Labor and Industry
7 What is a safe? Relative freedom from risk The promise was to provide workplaces: Compliant with adopted regulations, and; Free from recognized hazards, causing or likely to cause death or serious physical. So where is the risk? Division of Labor and Industry
8 SURVEILLANCE DATA Division of Labor and Industry
9 Homicides Types of Workplace Violence NIOSH Current Intelligence Bulletin 57 Average of 20 per week nationwide 75% were robbery related Nonfatal Assaults Department of Justice National Crime Victimization Survey approximately 1 million persons were assaulted annually: 615,160 Second Degree Assaults / 1685 per day 264,174 First Degree Assaults / 724 per day 79,109 Robberies / 216 per day 13,068 Rapes / 36 per day 85% occurred in the service and retail trade industries Division of Labor and Industry
10 Fatal Workplace Injuries Assaults and Violent Acts by NAICS Industry Number and Percentage of Total Maryland All Other Industries, 5, 10% Total Assaults and Violent Acts Constructon, 3, 6% Retail Trade, 15, 28% Govt., Justice, Public Order and Safety Activities 5, 10% Other Services, 4, 8% Accomodation and Food Services, 6,12% Transportation and Warehousing 5, 10% Real Estate and Health Care and Social Rental and Leasing 4,8% Assistance 4, 8% * 2008 data are preliminary SOURCE: Maryland Division of Labor and Industry in cooperation with the U.S. Bureau of Labor Statistics, Census of Fatal Division of Labor and Industry
11 Assaults and Violent Acts Perpetrators of Fatal Workplace Injuries, Maryland, Worker knew perpetrator (16%) Intent is robbery (30%) Suicide (16%) Other perpetrators, resulting from escalating altercations (5%) Protective service occupations (10%) Perpetrators, intent unknown (23%) Total assaults and violent acts: 61 SOURCE: Maryland Division of Labor and Industry in cooperation with the U.S. Bureau of Labor Statistics, Census of Fatal Occupational Injuries, 2012 Division of Labor and Industry
12 In a recent survey* of 7,169 emergency department nurses, the overall frequency of physical violence and verbal abuse in a one week period was found to be high (54.5%). 12.1% of the participants also reported experiencing physical violence. ENA: Emergency Department Violence Surveillance Study- November 2011 Division of Labor and Industry
13 OSH Recordable Cases: those work-related injuries and illnesses that result in: death, loss of consciousness, days away from work, restricted work activity or job transfer, or medical treatment beyond first aid. Division of Labor and Industry
14 Craig s Opinion #328 An employer can not perform their task of providing a safe and healthful workplace, unless they have an effective management process in place. Management / Employee Involvement Worksite Analysis Hazard Prevention & Control ESH Education &Training
15 Types of Workplace Violence Violence involving strangers Violence involving customers or clients Violence involving co-workers Violence involving personal relationships Division of Labor and Industry
16 Violence By Strangers/Criminal Intent 84% of Workplace Homicides Retail and Food Service Accommodation Industry Division of Labor and Industry
17 Risk Factors Money Isolation Time of Shift Isolated worksite Poor visibility into worksite Poor lighting outside of worksite High crime area Division of Labor and Industry
18 Reducing Risk Factors Training Limiting Cash or Drop Safe Clear View Inside WP Adequate Lighting Security Communication Devices Scheduling Automation Division of Labor and Industry
19 And now to talk more about the risk factors and the preventive strategies expected of employers including development of a Workplace Violence Prevention Programs: James Reilly Compliance Officer Maryland Division of Labor and Industry Occupational Safety & Health (MOSH) Division of Labor and Industry
20 Workplace Violence: Recognizing & Defusing Aggressive Behavior
21 Five Warning Signs of Escalating Behavior Respond to the following signs. Assess the situation to determine the threat of violence
22 1. Confusion WARNING SIGNS Behavior characterized by bewilderment or distraction. POSSIBLE RESPONSE Listen to the concerns Unsureness or uncertainty of the next course of action Ask clarifying questions Give factual information
23 2. Frustration WARNING SIGNS POSSIBLE RESPONSE Behavior characterized by overreaction or resistance to information Impatience Feeling a sense of defeat Trying to bait you Listen to the concerns Ask clarifying questions Give factual information Relocate to quiet setting Reassure Make a sincere effort to clarify concerns
24 3. Blame WARNING SIGNS Placing responsibility for problems on everyone else Accusing or holding you responsible Finding fault or error with the actions of others Placing blame directly on you NOTE: Potentially hazardous POSSIBLE RESPONSE Listen to the concerns Use clarifying questions Give factual information Relocate to quiet setting Reassure Make a sincere effort to clarify concerns Disengage and bring in second party/teamwork
25 4. Anger WARNING SIGNS Characterized by a visible change in body posture and disposition Actions include pounding fists, pointing fingers, shouting or screaming NOTE: Very Risky and Hazardous Behavior POSSIBLE RESPONSE Listen to concerns Use venting techniques Don t offer solutions Don t argue with comments made Prepare to evacuate or isolate Contact supervisor or security office
26 5. Hostility WARNING SIGNS Physical actions or threats which appear imminent Acts of physical harm or property damage Out-of-control behavior NOTE: Workplace Violence is now imminent POSSIBLE RESPONSE Disengage and evacuate Attempt to isolate person if it can be done safely Alert supervisor and contact security office immediately
27 Personal Conduct to Minimize Violence Combating Workplace Violence: Guidelines for Employers and Law Enforcement Project calmness, move & speak slowly. Be an empathetic listener. Focus your attention on the other person. Maintain a relaxed yet attentive posture & stand at a right angle to the person. Acknowledge the other person s feelings. Ask for small specific favors such as moving to a quieter area. Establish ground rules, calmly describe consequences of any violent behavior. Use delaying tactics to give person time to calm down. Offer a drink of water. Accept criticism in a positive way. Ask for the person s recommendations. Arrange yourself so the person can not block your exit.
28 communicate apathy, brush off, coldness, robotism, condescension, going strictly by the rules reject all demands pose in a challenging stances make sudden movements challenge, threaten, or dare criticize or act impatiently attempt to bargain try to make situation seem less serious than it is make false statements or promises you can t keep try to impart a lot of technical or complicated information take sides or agree with distortions invade personal space
29 Workplace Violence Prevention Program (WPVPP) Clear goals and objectives to prevent workplace violence Communicated to all employees Encourages employees to promptly report incidents Ensures that no reprisals will be taken against an employee who reports or experiences workplace violence Management commitment is key to WPVPP.
30 Policy Statement Management commitment, providing the motivating force to deal effectively with workplace violence A system of accountability for managers and employees Appropriate allocation of authority and resources to all responsible parties Refuse to tolerate violence
31 Assessment Team Include employees and management Perform hazard assessment Develop and implement violence prevention plan Develop and implement training programs
32 Hazard Assessment Review OSHA 300 Log and other reports Include employee surveys Conduct a walk-through evaluation of entire facility Look for conditions and circumstance that may increase risk of violence in the workplace
33 Hazard Prevention & Control Analyze the data from the Hazard Assessment to determine the best methods to prevent or control hazards and potential hazards Focus on eliminating the hazards with engineering controls Identify administrative controls and workplace practice to minimize effects of violence Personal protective equipment
34 Metal Detector Office Design Engineering Controls Alternate escape routes Lighting Fish bowl effect Reception area Entrance Controls Bullet Proof Glass Communication Devices Closed Circuit TV Monitors Alarm System
35 Administrative Controls Sufficient Staffing/Buddy System Training Limited Money on Site Posted signs Counted Money out of Sight Defusing Aggravating Situation Requiring ID Badges Meeting visitors in reception area Banning weapons, harassment, assaults, and threats Preventing former employees from entering workplace Setting up employee hotline to report threats or aggressive behavior Responding quickly and firmly to fights or threats EAP Good customer service
36 Train All Employees Potential security hazards How to protect oneself How to protect co-worker WPVPP Open dialogue with management Respect the seriousness of program Follow policy Additional training for supervisors
37 Incident Reporting & Investigation Report all incidents regardless of outcome When and where What was said and done Witnesses Investigated by Threat Assessment Team Threat Assessment Team to make recommendations
38 Recordkeeping & Evaluation Document all incidents Record on OSHA 300 Log Record minutes of all meetings Record actions and recommendations
39 Review List the four categories of workplace violence and their characteristics. Identify five warning signs of escalating behavior. List the potential risk factors and the potential prevention measures for a given scenario.
40 Enter company name here Maintaining eye contact with clients Training of personnel in de-escalating techniques Providing cubicles with more than one exit Removing potential weapons from sight Having current information at hand or available Reviewing case files prior to interviews Arranging assistance programs for clients (payment plans) Posting emergency phone numbers
41 How Does Your Company Contact MOSH? General Information (410) Report fatality/catastrophes (888) 257-MOSH (6674) Training & Education (410) Consultation (410) Region 1 (Easton) (410) Region 2 (Bel Air) (410) Region 3 (Baltimore) (410) Region 4 (Hagerstown) (301) Web Sites
42 Internet Resources workplace violence on any search engine
43 Thank you
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