The RCT Source

The Health and Safety Executive’s definition of work-related violence is:

• ‘any incident in which a person is abused, threatened or assaulted in circumstances relating to their work’.

The definition of violence given in the Council’s Policy HS13 is: 

• ‘violence is behaviour which produces damaging and hurtful effects, physically or emotionally, on other people’.

Policy HS13 goes on to explain that violence includes verbal aggression and that racial, sexual or religious harassment is also included, and that it extends beyond employees themselves to include their colleagues and property and/or family.

Guidance can never cover every eventuality, and employees will need to use their skills, experience and common sense, but the following guidelines should be of help:

• try not to react to any personal verbal abuse;
• adopt a calm, polite, reasoned and reassuring attitude;
• speak calmly, quietly, slowly and firmly;
• consider leaving the person alone for while, but explaining that you are doing so to let them have time to themselves to calm down and not because you are ignoring them;
• explain that you are only trying to do your job;
• offer alternatives, such as agreeing to talk at a later date;
• offer to bring in an employee more familiar to them or one not involved in the particular issue;
• put a sizeable object, such as a table, between yourself and the person;
• keep doors and escape routes clear;
• do not be provocative, engage in a row or threaten in any way;
• remove any potential weapons that have not already been removed pre-interview;
• maintain eye contact and avoid sudden moves;
• don’t encroach into the person’s space.

The precautions that should be taken will depend on the degree of risk to employees, which should be determined by carrying out a risk assessment. 

Measures that can be taken in respect of public places and people’s homes include:

• if possible, warn people in advance of any possible delays, disappointments or problems in the hope that this will prevent a violent incident from happening in the first place;
• ensuring that office based colleagues know the appointments of employees meeting people outside of the office, e.g. by keeping an ‘office diary’;
• implementing a procedure to check that employees have returned to the office or have telephoned to confirm that they have completed their appointments without incident;
• in addition, where violence is considered to be more likely due to a client’s history, then: arranging to meet at the office instead if practicable; liaising with senior management before making the visit; liaising with the police before making the visit; visiting with a colleague instead of alone;
• in addition, if transporting a client: not doing so alone when violence is more likely; positioning the client in the rear seat with an escort, with the escort positioned behind the driver to minimise the risk of interference with the driver; having child proof locks on rear doors; stopping the vehicle as soon as a situation appears to be becoming violent.

The precautions that should be taken will depend on the degree of risk to employees, which should be determined by carrying out a risk assessment. 

Measures that can be taken in respect of reception areas and interview rooms include: 

• if possible warn people in advance of any possible delays, disappointments or problems in the hope that this will prevent a violent incident from happening in the first place;
• recognising that many people will be visiting Council premises in a state of anxiety and treating them with care and courtesy to make them feel at ease;
• ensuring that reception areas and interview rooms have a good standard of appearance and, where practicable, are located near toilet facilities;
• having locks on doors leading to reception areas and interview rooms to prevent access beyond those areas/rooms;
• avoiding having heavy objects around that could be used as weapons or missiles;
• fitting alarms and instructing employees on what action to take if they are activated;
• explaining the reason for any delays in attending to them to reduce the likelihood of them becoming frustrated and angry;
• positioning the interviewer near the exit door from the area/room to enable a hasty exit;
• providing viewing panels in door/walls to allow overseeing from outside;
• avoiding seeing anyone on one’s own, particularly if the visitor has any history of violence to employees;
• withdrawing from a violent situation when possible. 

Guidelines on what to do if a person becomes violent include:

• if you are in a room fitted with an alarm, activate it;
• if the person is damaging property, leave them to get on with it, withdraw and call for assistance;
• if threatened by a weapon, do not attempt to disarm but withdraw and call for assistance;
• if attacked, attempt to break away and get furniture or equipment between yourself and the person and try and calm them down and/or leave;
• if the person continues to exhibit violent behaviour after being asked to stop, withdraw and refer the situation to a senior officer with a view to calling the police;
• if you are left with no choice but to try and restrain the person or defend yourself, only minimal and reasonable force should be used.

• the incident must be reported by completing a ‘Violence at Work – Incident Report Form HS(V1)’ and forwarding it to the Council’s Health and Safety Team at Ty Elai;
• you may make a formal complaint to the police or pursue a civil action against the assailant if you so wish;
• if you suffer shock or injury, you should obtain immediate medical attention.

• the employee’s manager will aim to debrief the employee as soon as possible to obtain information and offer reassurance;
• the Council will arrange counselling for the employee should the employee wish it;
• although the wishes of the employee will be taken into consideration, the Council will report a serious assault or threat to the police if the circumstances warrant it;
• the Council may consider legal proceedings to protect employees;
• the Council may consider giving assistance to an employee who pursues a civil action against an assailant;
• the Council may have to report the incident to the Health and Safety Executive under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations;
• if appropriate, the employee will be referred to the Council’s Occupational Health and Wellbeing Unit for a medical assessment.

Locations where violence to employees is most likely to occur are:

• reception areas;
• interview rooms;
• outdoors;
• clients’ homes.

Employees whose job requires them to deal with the public are most at risk from violence at work, such as those who are engaged in:                           

• giving a service;
• caring;
• education;
• cash transactions;
• delivery/collection;
• enforcement;
• representing authority.