City of Castlegar

CITY OF CASTLEGAR

EMPLOYEE POLICY AND PROCEDURES MANUAL

Workplace Violence Prevention Program
Section: Safety & Security
Policy Number: 5-1
Effective Date: 1999 01 25 / Resolution No. 54-99
Amended by:
File Name: 5-1.pol.wpd

GENERAL STATEMENT:

Violence in the workplace has been recognized by W.C.B. as an occupational hazard. Where a risk to workers from incidents of violence exists, the employer must take appropriate action to minimize this risk. No action is required where the experience of the organization indicates there is no risk to workers.

DEFINITION OF VIOLENCE:

Violence means the attempted or actual exercise by a person, other than a worker, of any physical force so as to cause injury to worker, and includes any threatening statement or behavior which gives a worker reasonable cause to believe that the worker is at risk of injury. Verbal abuse or harassing behavior is not included in the definition of violence for the purpose of WCB Regulation 8.88 unless it includes threats or behavior which give the worker reasonable cause to believe that there is a risk of injury. Violence also includes a threat directed against a worker’s family.

(O.S. & H. POLICY NO: 8.88)

VIOLENCE RISK ASSESSMENT:

An initial assessment of risk will be completed and documented in every department. The risk assessment shall include the consideration of:

(a) previous experience in the City of Castlegar’s work sites.

· the number, location, nature, severity, timing and frequency of violent incidents

(b) occupational experience in similar places of employment, and

· the layout and condition of the place of work, including the decor, furniture placement, the existence of barriers and fences between workers and the public, internal and external lighting, methods of access and egress and the degree to which the premises would allow a potential assailant to hide;

City of Castlegar Page 13 January, 1999

Workplace Violence Prevention Program 5-1

· the type of equipment, tools, utensils, etc. that are used or available for use;

· the extent and nature of contact with persons other than fellow workers and their type and gender, including the use of alcohol and drugs by them;

· the age, gender, experience, skills and training of the workers concerned;

· existing work procedures when interacting with the public or in having to enforce the employer’s rules or policies with regard to the public;

· existing violence prevention initiatives or programs;

· communication methods by which information about risks, incidents or threats of violence or requests for assistance may be sent;

· the existence of clearly marked exit signs and emergency procedures;

· staff deployment and scheduling, including the extent to which persons work at night, work alone, are checked when working alone and the availability of backup assistance.

PROGRAM REVIEW:

An annual review will be conducted by Management and the Health and Safety Committee to evaluate the program’s performance in eliminating the risk of injury from violence in the workplace. The review will consist of all incidents reported and documented and the effectiveness of the follow-up and any changes to the procedures. Risk assessments will also be conduct whenever there is a significant change in the nature of the business or the location of the workplace.

PROCEDURES:

1. An assessment of risk will be completed and documented annually in every department.

2. All incidents of violence are to be reported immediately to the employee’s supervisor.

3. All incidents will be documented.

4. Management and a Union Safety Representative will investigate all incidents.

5. All employees who may be exposed to violence in the workplace will have access to information on how to handle violent or potentially violent situations.

TRAINING:

1. Every employee who may be exposed to the risk of violence will be informed of the nature and extent of the risk.

2. Employees will be informed of the potential for violence.

3. Employees will be informed of the procedures, policies and work environment arrangements which have been developed to minimize or effectively control the risk to workers from violence.

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Workplace Violence Prevention Program 5-1

4. Employees will be informed of the appropriate response to incidents of violence, including how to obtain assistance, and

5. Employees will be informed of the procedures for reporting, investigating and documenting incidents of violence.

6. Workers involved in incidents of violence may obtain critical incident/trauma counseling from Columbia Valley Assessment & Referral Services located at Cominco Arena #1 - 1051 Victoria Street, Trail, B.C. (250-368-9118).

REPORTING AND INVESTIGATING:

1. All incidents of violence or potential violence must be reported, documented and investigated by the employee’s immediate management supervisor and a safety representative.

2. Every incident in which there is actual violence must be reported immediately to the RCMP.

3. In every incident where there is a threat of violence, the RCMP will be notified.

4. In response to incidents of violence, the employer will take reasonable steps to mitigate the potential for repetition of the incident.

5. All workers reporting an injury or adverse symptom as a result of an incident of violence shall consult a physician of the employee’s choice for treatment or referral.

INVESTIGATION:

1. Management and a Union safety representative will investigate all incidents.

2. The incident reported will include the following:

2.1 assailant information (name if known and other description)

2.2 name of victim

2.3 location of incident

2.4 workplace location or department name

2.5 date and time of day when incident took place

2.6 type of incident (i.e.: threat of weapon, fighting, verbal abuse, etc.)

(a) what happened?

(b) what was said?

(d) what gestures, if any, were used?

(e) was there a smell of alcohol?

(f) how was the encounter initiated?

2.7 outcome of incident (disabling or non-disabling physical injury, time lost from work, etc.)

2.8 remedial action (i.e.: critical incident debriefing, counseling, police notified, etc.)

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Workplace Violence Prevention Program 5-1

2.9 review of corrective action and recommendations for future.

RESPONSE TO INCIDENTS:

1. All incidents will be reported and followed up immediately. Any corrective action necessitated will be reported and implemented as soon as possible.

2. Every incident where there is actual physical violence, the RCMP will be notified.

3. The RCMP will be notified of every incident where there is a threat of violence.

City of Castlegar Page 13 January, 1999

Workplace Violence Prevention Program 5-1

CITY HALL

The following procedures are to be followed when confronted with a potential violent or an actual forceful exercise situation, including threatening statements or behavior by a person other than a worker of the City. These procedures are to be read in the context that past experience of the City has indicated that there has been a very low risk of violence to employees. These procedures are applicable on a City-wide basis.

Attempted Robbery at the Counter

Be alert to all customers. Keep throw able objects away from your working area at the counter and reception area. Through this alertness, if there is a sense that a customer may pose an attempted robbery, cooperate with the robber without endangering yourself. If this means handing over cash, do so in a manner that does not endanger you or those around you. Try to signal your co-worker, if an opportunity exists, who could dial for help - first the police and then the immediate supervisor. Do not forget to "duck" and always stand at an arms length away from the counter while in conversation with the robber.

Attempted Robbery while on the way to the Bank:

Be alert to your surroundings. Ensure that you are not being followed or watched. Keep the money bags in a large envelope to avoid temptation of robbery. Stagger your times of deposits and rotate individuals going to the bank. In case you encounter an attempted robbery, cooperate and hand over the bag. Avoid endangering yourself. If not in danger signal for help immediately as opportunity arises without threat to you and those surrounding you. Try to get a description of the robber.

Abusive and Angry Person at the Service and Reception Counters:

Persons using profane and abusive language directed at you must be refused service. Do not engage in any further dialogue or assistance. If determinable through other means, such as vehicle license number and property tax notice, get the name and address, so that the person can be contacted and warned in writing to avoid similar behavior, or not further services will be provided at the City to the abusive person if such behavior persists.

Threatening Phone Calls:

Phone calls that threaten you should not be taken lightly. Listen briefly, maintain your calm, try to signal a co-worker who can summon help quickly. If at all possible, refer the call to your immediate supervisor. If the caller sounds irrational and incoherent, it may be appropriate to hang up and report the incident immediately with details.

City of Castlegar Page 13 January, 1999

Workplace Violence Prevention Program 5-1

Physical Attack:

Prevention is the best procedure to avoid physical attack. Be alert to your surroundings and the persons around you or while you are providing service. Stand at arms length from the customer while in attendance at the counter. Keep area clear of throw able objects. At the slightest sign of physical violence, protect yourself either by ducking, yelling for help, hitting the panic button or through avoidance as the circumstance dictates, or use your judgement.

Suspicious Characters:

If you notice suspicious characters hanging around the front or back of the outside of City Hall, or around your parked car, report the incident to your supervisor and the RCMP. If you are alone in the building, do not leave the security of the building until you have obtained help or assistance.

City of Castlegar Page 13 January, 1999

Workplace Violence Prevention Program 5-1

PUBLIC WORKS

The following procedures are to be followed when confronted with a potential violent or an actual forceful exercise situation, including threatening statements or behavior by a person other than an employee of the City. These procedures are to be read in the context that past experience of the organization has indicated that there has been a very low risk of violence to employees. These procedures are applicable on a City-wide basis.

Angry person at the Service and Reception Counters:

Be alert to your surroundings. Keep the area clear of any throw able objects. Stand at arms length from an angry customer. Do very little taking to avoid aggravating the situation. Agree with the angry customer and sympathize to diffuse the situation. Call for help as soon as possible.

Abusive Person at the Service and Reception Counters:

Threatening Phone Calls:

Abuse Person at Work site:

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Workplace Violence Prevention Program 5-1

Persons using profane and abusive language directed at you is not acceptable. Listen to what is being said to you. Do not argue or debate and do not raise your voice. Explain to the person that you will contact your supervisor and have him deal with the situation. Leave site for vehicle and radio your supervisor. Wait for supervisor to arrive. Do not return to the work site until advised by your supervisor. Equipment operators, when confronted with a threat of violence, are to stay in the equipment with doors locked. Radio your supervisor and wait for his arrival. Do not engage in any further dialogue or assistance. If determinable through other means, such as vehicle license number get the name and address, so that the person can be contacted and warned in writing to avoid similar behavior, or not further services will be provided at the City to the abusive person if such behavior persists.

Physical Attack:

Prevention is the best procedure to avoid physical attack. Be alert to your surroundings and the persons around you or while you are providing service. Stand at arms length from the person. Keep area clear of throw able objects. At the slightest sign of physical violence, protect yourself either by ducking, yelling for help or through avoidance as the circumstance dictates, or use your judgement. Leave work site immediately and notify your supervisor. Refrain from retaliation.

Suspicious Characters:

If you notice suspicious characters hanging around the front or back of the outside of the Public Works building, or around your parked car, report the incident to your Supervisor and the RCMP. If you are alone in the building, do not leave the security of the building until you have obtained help or assistance.

City of Castlegar Page 13 January, 1999

Workplace Violence Prevention Program 5-1

RCMP OFFICE

The following procedures are to be followed when confronted with a potential violent or an actual forceful exercise situation, including threatening statements or behavior by a person other than an employee of the City. These procedures are to be read in the context that past experience of the organization has indicated that there has been a very low risk of violence to employees. These procedures are applicable on a City-wide basis.