Item: HR. 16. Title: Safety and security of staff & customers
Date: Oct 2003AQTF Standard: 2 Pages: 3

SAFETY AND SECURITY OF STAFF AND CUSTOMERS

The safety and security of all ACE Murwillumbah employees and customers is paramount and ACE Murwillumbah encourages the following safety precautions:

1. Home visits:

  • Avoid home visits and meet customers in a public place.
  • Ifyou must visit a customer’s home, make an appointment and advise the Administration Officer how long the appointmentis expected to take. When making the appointment, try to ensure someone else is home during the visit.

2.After hours work:

  • Do not work after hours without the permission of the Manager.
  • Do not interview or agree to meet a customer alone, after-hours. If interviews are required, do so in a restaurant/coffee shop or another public place if possible.
  • Secure your safety when working after hours by notifying another staff member and parking vehicle directly outside the building. Ensure all doors are locked after hours.
  • Notify the Police if you are concerned about your safety/security after hours.
  • Do not open the door to any person after hours unless you are confident of your safety and the person is known to you

1. General:

  • Do not allow any unauthorised persons onto ACE Murwillumbah premises. Question anybody who is unknown to you on ACE Murwillumbah premises. Do not allow strangers to see any customers/employees without first questioning their identity and advising the person concerned.
  • If your safety/security is threatened, seek help immediately, report to the Manager and/or take the appropriate precautions listed below. Do not sit in any room with a closed door if you have any doubts about your safety when interviewing. Interview in an open area, ensuring your first and easy exit in an emergency.
  • Secure all valuables and do not leave them unattended if possible.
  • Advise the Manager at the earliest opportunity of any unacceptable behaviour in class.
  • In the event of an armed robbery follow the assailants instructions and try and stay as calm as possible. Do not attempt to protect ACE Murwillumbah property at your peril.
  • When conducting night classes park your vehicle as close as possible to the venue in a well lit area. If you feel safer leave external lights on when leaving a venue.

MANAGEMENT OF IMPENDING VIOLENT SITUATIONS

If staff or other customers are feeling intimidated and the situation may escalate if you continue to engage another person (i.e., agitated, angry person at the front desk, during an interview session, at tea break), you should consider the following:

  1. Do not isolate yourself with a potentially violent person.
  1. Maintain a calm, respectful approach and let the person know that you need to consult with the Manager, colleague or customer. Offer a cup of water/ tea etc as an act of kindness.
  1. Remove yourself and the other person to a safer area i.e. a place where other staff are able to help.
  1. Remove all others in the. environment who may be in danger (other customers, staff who do not need to be there)
  1. Summon a staff member of the opposite sex to talk to the client with you.
  1. Prepare the interview room, if possible, and ensure your clear exit.
  1. Have a plan of action prior to conducting an interview.
  1. If others are aware of the situation, they can come and interrupt, either by person or by telephone. This can provide an opportunity to leave to either debrief or summon further help.

IF YOU ARE ALONE IN THE OFFICE:

  1. Leave the office immediately and let someone else know what is happening Telephone the police, Community Health Crisis Team or whoever is appropriate.
  1. Phone someone in another part of the building or nearby and ask him/her to come to the area/office.
  1. Let the person know you have another appointment soon and that someone is expected.
  1. Tell the person they will have to leave now as you have to attend a meeting away from the office.

WHEN DEALING WITH DIRECT AGGRESSION BY ANOTHER:

Prevention is the best cure, however, if you are confronted with an aggressive person the following is recommended:

  1. Be passive, do not confront. Give the person space. Do not touch the person as this may be interpreted as an affront.
  1. Maintain eye contact if appropriate, relax body.
  1. Keep calm (even if you are not) and remain in control.
  1. Match intensity: Say what you think, be honest about what is going on and how you are feeling. Make it clear that violence is not acceptable.
  1. Allow the person to vent their anger..
  1. Reduce stimulus, remove other people, reduce all noise.
  1. Do not be a hero. Remove yourself and others from the situation and get assistance if direct assault is imminent. Lock doors behind you if you are able. DO NOT IGNORE THREATS AGAINST YOU.
  1. Establish some common ground: human links-sport-art
  1. Assess levels of cooperation
  1. Try to establish a verbal contract
  1. If successful, defuse and debrief.

General:

Avoid contained spaces, remove all others from area, open doors, do not trap the aggressor, work together for common ground, avoid proximity to dangerous objects, always ensure your escape route by positioning yourself near open doorway.

Adapted from the Institute of Psychiatry, Crisis Intervention and Management of the Mentally Ill and Workways Canberra, 1996.

1Acembah HR. 16. Safety and Security October 2003