Work related violence is emerging as one of the greatest concerns in the workplace today and is now a priority issue for many local governments, trade unions and employers, claims Craig Swallow, MD of Connexion2.
Aggression, verbal abuse, assault, sexual harassment and physical abuse are causing widespread concern amongst local government sectors in the areas of environmental health, housing, care and social workers and even grounds maintenance staff. Violence was once seen as a problem mainly in security related occupations but it is now evident in a much wider range of work environments. At particular risk are employees who provide a service to the public. Triggers for violence include delaying or denying the service, being perceived by the client as the source of the delay or denial, dealing with people in pain, those in trouble or under the influence of alcohol or other drugs and those who handle money.
There are over a million people working in various care settings including peopleโs homes. Of these about 80,000 are qualified social workers and about half are in front-line services undertaking assessments of service user needs and are therefore amongst the most vulnerable to both physical and verbal abuse. A study of violence conducted in 1999 by the National Institute of Social Work (NISW) found that almost half the 2,000 social care staff interviewed had been verbally abused in the previous year, almost a fifth threatened and one in eight physically attacked.
Social and care workers are not alone in being physically and verbally abused. The City of Lincoln Council, an area not normally associated with violence, reported that council officers are increasingly the target of violence and abuse by tenants, visitors and member of the public at large in an apparently growing trend of anti-social behaviour. Housing officers too can find themselves in vulnerable situations where levels of abuse can suddenly flare up when, for example they are involved in dispute resolution or dealing with vulnerable members of the community. Grounds maintenance and street scene workers are not exempt either. Corby Borough Council has reported over 20 incidents where street scene and ground maintenance staff have been spat upon and had stones and cans thrown at them. One operative had to go hospital with head injuries when he was dragged from his vehicle and verbally and physically abused.
Employers must protect their employees from violent acts by assessing the risks, consulting with employees and taking appropriate measures to eliminate or reduce those risks. Appropriate measures will include policy development, implementation and monitoring, and the provision of information, training and supervision.
Meeting Legislative Requirements
The Health & Safety at Work Act 1974 states that employers must:
Protect the health and safety at work of their employees
Protect the health and safety of others who might be affected by the way they go about their work.
In addition the "Management of Health & Safety at Work Regulations 1992 state employers must:
Assess the risks to the health and safety of their employees.
Identify the precautions needed.
Make arrangements for the effective management of precautions
Appoint competent people to advise them on health and safety
Provide information and training to employees
Workers In the Field and Those Vulnerable To Attack
For employees who work away from their place of service or who are particularly vulnerable to assault, other forms of protection need to be considered:
Mobile Phones
Mobile phones can provide a means of communication. They are useful for keeping colleagues informed of an employees movements and unforeseen travel or schedule difficulties. However, they are not a lone worker solution and can be difficult to use in violent situations, often exacerbating a situation thereby increasing the risks to the worker.
Alarms
There are many types of alarm systems now available for employees from panic alarms to intruder alarms. However, one of the most innovative is Identicom. It looks like a normal ID holder, but is equipped with a dual or tri-band GSM module, GSM SIM card, lithium battery and control electronics. Identicom not only enables the lone worker to covertly raise an alarm if threatened, but also allows a third party to listen to what is happening and record events whatever the distance. The device can also support the pinpointing of a workerโs location using GSM/LBS technology. The device includes a lanyard attachment that enables it to be worn around the neck as a standard ID and hides a โrip alarmโ function, which is triggered if the unit is forcibly removed from the wearer. Identicom is flexible enough to be configured in a number of ways, thereby allowing an employer to adopt the device without the need to significantly change or alter working practices.
Recent NHS trials of Identicom, involving over 100 community-based workers, were successfully concluded. Workers reported that they felt greater peace of mind and an ability to focus more fully on their job, thereby increasing productivity. The NHS stated that it was delighted that now it was in a position to capture incidents of verbal assault and intend to use this evidence to take action against aggressors.
Continuous evaluation and development of best practice strategies and equipment are the most important elements in reducing risk to employees working both inside and outside the workplace. Police crime prevention officers will have tips and contacts, as will local authorities. Sector and industry bodies should be able to provide advice, as will a number of voluntary organisations such as the Susie Lamplugh Trust.
