Risks - Aggression and violence in the workplace

Key4Life does not permit any act of verbal or physical aggressive behaviour from any body and towards anybody in its premises, whether members of staff, or any other visitors, in particular acts of racial aggressive or violent behaviour.

The policy starts from the principle that acts of aggression or violence cannot be predicted with absolute certainty, but the risk of this type of behaviour can be minimised when this is monitored are reported.

Firearms and knives are not permitted on the premises. If a CONTRACTOR (???), a volunteer or a member of staff is found to carry a knife, firearm or any other offensive weapons with him/her, while he/she is in the premise, he/she will be asked to leave the premises immediately.

In some cases, the police might even be called, this will depend on the severity of the case. The individual might be dismissed for a temporary or a permanent time, depending again on the severity of the case and on the decision taken by the Chief Executive.

Plan ahead

If you anticipate that a meeting or an enquiry may involve aggression and violence of any kind:

Have another member of Key4Life Staff sit in with you or,
Have another member of Key4Life staff stand outside or near the door so they can intervene if necessary, or leave the door open if appropriate
Remember to think carefully about your position and safety in the room before starting. Place yourself nearest the exit and do not let yourself become cornered  If you are in a place where a number of people are gathered:
Draw the potentially aggressive or violent person aside to a less stimulating, more private environment, but see above first
Ask other people to leave the room
Recognise any triggers for the individual to become violent and aggressive and take appropriate action
Remove possible weapons from the area discreetly
Do not invade the other person’s personal space, avoiding physical contact.
Monitor your own self control
In the build-up to a possible incident, potentially violent people can be frightened by their own potential for violence and respond to fear of others. Be aware of your self-control mechanism.

Aim for

A relaxed body posture
A firm, clear, quiet, calm voice at a steady pace
Good, but non-confrontational eye contact indicating a willingness to communicate
Short clear statements

During an incident

DO NOT PUT YOURSELF AT UNNECESSARY RISK AND BE PREPARED TO ESCAPE/RUN AWAY IF NECESSARY. GET OTHER STAFF, CUSTOMERS AND PEOPLE OUT OF HARMS WAY.

Be aware of your level of skills, experience and training. Do not attempt to intervene in an incident where you will be at risk.

CALL THE POLICE IF NECESSARY

If actual violence is impending, has occurred, or is continuing, be prepared to call the police. Don’t hesitate too much over this – err on the side of caution. But be clear about what you want the police to do:

To remove the person
To restore order/or maintain safety
To witness and support action taken by staff
To investigate, if a crime appears to have been committed

DO NOT PUT YOURSELF IN A POSITION FROM WHICH YOU CANNOT ESCAPE. DO USE METHODS OF CALMING AND DISTRACTION TO PACIFY THE PERSON, WHERE THERE IS VERBAL ABUSE

Be aware verbal abuse can lead to physical abuse. Be clear what is and is not acceptable and ensure that the person is aware of this boundary

WHERE THE ATTACK IS ON AN OBJECT

Do not attempt to intervene, as you are more important than the furniture!
Keep a safe distance!

Immediately following an incident

Ensure the physical wellbeing of everyone concerned:

Is first aid needed?
Does anyone need hospital attention?
Ensure that anyone who needs to, is advised to visit their GP
Staff and volunteers may need to go home – do they need to be accompanied?

Ensure the safety of other people:

Where has the person gone? If they have left the building are other persons at risk – who needs to know about the incident?
If the person is still in the building, what is their current mental state? Just after an incident they may still be in an aroused state and may ‘blow-up’ again. Ensure they are not provoked and that their environment is not over stimulating.

Ensure the wellbeing of everyone concerned:

Allow time to talk and to wind down
If appropriate, offer reassurance
Give people who are silent or quiet the chance to speak, as well as those who are more articulate
Be aware that some people, although not directly involved in an incident, may still feel distressed – perhaps because of their own, earlier experiences of violence and aggression
Inform the Project Manager at the earliest opportunity.
Record the incident in the appropriate RIDDOR form. Records must be factually accurate. Record the time, place, those involved, sequence of events and action taken after the event. Choose words with care in case of future legal cases.
If deemed appropriate the Operations Director will convene a sub committee to examine the incident. This will explore the course and circumstances of the event, the needs of staff and volunteers involved, liaison with other agencies, what information should be made public about the incident and also the emotional support and training needs of the staff.

Risks - Aggression and violence in the workplace

Plan ahead

During an incident

Immediately following an incident

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