Corporate Support

Environmental Health

HEALTH AND SAFETY - DEALING WITH VIOLENCE AT WORK

Incidents of violence at work are increasing, particularly in the Retail and Residential care sectors according to recent statistics from the Health & Safety Commission.  Below are some general guidelines which you should be aware of.

• How do you define violence at work
• Who is most at risk?
• What can be done
• Why
• Identifying Risks
• Practical Tips
• Other sources of Information
• More Information

How do you define violence at work?

"Any incident during which a person is abused, threatened or assaulted in circumstances relating to work.    This includes

• Verbal abuse and threats.
  
• Physical attacks.

Who is most at risk?

• Anyone dealing with the public
  

• Anyone handling money and working alone

What can be done?

Employers have a responsibility to ensure the health, safety and welfare of staff whilst at work.  They are also required to consider all risks within their business and where identified, control or eliminate them.

Identifying risks

The personal safety of you and your staff is of paramount importance.  Ask yourself the following questions and then take action.

1. Have your staff been trained/ instructed in dealing with incidents of theft, robbery etc?

2. Have they been informed how best to avoid/ cope with a potentially violent situation or abusive customers?

3. Have you considered personal attack alarms for your staff?

The handling of cash is another area which requires careful attention.   If you can identify with the following statements then you should change your procedures.

1. "I have a set routine for banking cash and use the same staff every time."

2. "I do not vary the times and route of visiting the bank."

It is vital that your premises have good internal an external security measures in place.  To assess the risks, use your answers to the following questions.

1. Do you have a set procedure for opening and closing of your premises?
   

2. Have you informed the Police of the current keyholder for the premises?
   

3. Are the premises covered by an alarm system?
   

4. If so does your alarm extend to the provision of panic buttons, e.g. at a counter?
   

5. Is there adequate internal and external lighting?

All of these issues are important as good working practices are conducive to a safer environment for your employees.

Practical Tips

When Confronted with a violent situation it is important that you and your staff remember the following:

1. Stay calm.
   
2. Try not to respond aggressively or be drawn into an argument.
   
3. Trust your intuition and never underestimate the threat.
   
4. If you feel threatened do not hesitate to seek assistance
   
5. Always record details of what has happened.
   
6. Most importantly, call the police.

Other sources of information

This information only provides general points of guidance.  For further information you should refer to:

• 5 STEPS TO RISK ASSESSMENT,  - INDG163(rev1) 5/98
  
• Prevention of violence to staff in banks and building societies - HSG100  1993 HSE Books ISBN 0 7176 0683 X 
  
• Preventing violence to retail staff - HSG134  1995 HSE Books ISBN 0 7176 0891 3
  
• Violence to staff in the health services 1987 HSC Health Service Advisory Committee HSE Books ISBN 0 11 883917 9
  
• Violence to staff in the education sector 1990 HSC Education Services Advisory Committee HSE Books ISBN 0 11 885558 1
  
• The Health and Safety Executive has also published a more detailed general guidance booklet Preventing violence to staff, available from HSE Books, ISBN 0 11 885467 4. It explains the problem-solving process in more detail and includes nine case studies that show how it can work in practice.
  
• RIDDOR Leaflet - Reporting of Injuries, Diseases and Dangerous Occurrences.  - (Health & Safety Executive Leaflet)
  
• Violence at Work    IND(G)69L (Rev) 2/97 C750

More Information...

If you wish more details please contact:

• Your Local Council's Environmental Health Office
  
• The Crime Prevention Officer at your local Police Office.

This information was prepared in conjunction with Strathclyde Police and the West of Scotland Health & Safety Liaison Group (comprising of representatives from Local Authority Environmental Health Departments).

Strathclyde Police