City Helpdesk

CAUTION ALERT POLICY AND PROCESS

1.INTRODUCTION

This procedure is intended to reduce the risk of harm to members of staff and encompasses any encounter with the customer, their pets, acquaintances and guests, whether it is by arrangement or by chance.

1.1Definition

"Any incident in which an employee or contractor is abused or assaulted by a member of the public in circumstances arising out of the course of his or her employment."

Assault can include:

  • Grabbing, pushing or shoving
  • Punching or slapping
  • Kicking
  • Biting
  • Attacks with weapons such as knives, guns, bottles, glasses and even walking sticks
  • Threats to assault or kill

Verbal abuse and threats, including behaviour such as:

  • Swearing
  • Racial and sexual abuse
  • Shouting
  • Leaving offensive messages on an answerphone
  • Pointing
  • Rude gestures
  • Harassment/intimidation

There are no levels of acceptable verbal abuse. What you consider to be abusive is abusive!

Exposure to verbal abuse, although not as dangerous as threats or aggressive behaviour, is equally intimidating. Verbal abuse which includes overtly racist and sexist comments should be treated the same as other forms of intimidation.

Risk categories are a good way of identifying how to deal with certain situations and will be used in this process. The guidance notes will advise what type of risk category should be used for what situation.

The majority of customers we encounter are perfectly amenable and constitute no risk whatsoever.

2.INFORMATION

An important aspect in protecting yourself before an appointment is to consult all available information on the customer that you are going to meet and the location.

2.1Sources of information

A Caution Alert folder is available. This is a red folder which should be kept in an easily accessible position. It should contain an up-to-date list of all customers who are on the Caution Alert list, and details what action to take concerning an individual who is on the list.

2.2Caution Alert folder

A copy of this folder is kept in each of the reception areas. A summary is maintained showing all incidents and locations. This information is only useful if it is current. Members of staff must record relevant information after EVERY incident so that others can make accurate and timely decisions about the risk.

  • All incidents are recorded on Caution Alert form
  • Copies of all incidents are kept in the red Caution Alert folder.
  • These summaries are available to all who may be planning a meeting; they are also used when reviewing the Caution Alert list.

2.3Confidentiality of Data

Information about a person that is stored, electronically, on computer or paper based filing system is subject to the Data Protection Act (DPA)

The act states that information must be:

  • Processed fairly and legally and kept secure
  • Processed for limited purposes and not kept longer than necessary
  • Relevant, accurate, up-to-date and sufficient.

The main part of information will be generated by CHD staff that may come into contact with the public. Providing the principles of the DPA are upheld, the information may be used by any member of staff who has a legitimate reason to see it.

3. ASSESSING THE RISK

In assessing the risk you should take into account:

  • Recorded history of the customer
  • The location, block, floor, stairs/lift access, layout of the property
  • Time of visit – daylight hours or lighting
  • The nature of the meeting
  • Possible triggers for violence

At this point a decision is made as to the level of risk and appropriate precautions you should take.

There are three levels of risk:

CA1 -This is considered to be a low level of risk and is mainly for customers who have known medical conditions and mental health issues. (LOW)

CA2 -This is considered to be a medium level risk and should be allocated to incidents where there have been verbal threats either in person or on the telephone, shouting and gesturing aggressively, abusive telephone calls, intimidating behaviour etc (MEDIUM)

CA3 -This is the high-risk level and concerns any incidents where there has been an assault with or without a weapon. (HIGH)

4.PERSONAL SAFETY

In situations where a customer has become agitated and is threatening violence, the following guidelines may be helpful:

  • Stand at least two arms' lengths away.
  • Accept the emotion. Do not retaliate or be argumentative.
  • Ask questions and listen to the replies. Remain calm.
  • Negotiate and be prepared to compromise.
  • Call for help or leave quietly as soon as possible.
  • Don’t make threats or lose your temper.
  • Don’t be a hero.

5.MANAGER’S FOLLOW-UP ACTION

Where there has been an incident, the detail must be carefully recorded on the following forms:

  • Notification of Caution Alert form, which is on the CHD T drive. Copies of the form are kept in the red Caution Alert folders.
  • Corporate Incidence of Violence Report Form – HS3 copies, also kept in the red Caution Alert folder.

Where an officer has reported an incident it is the manager's responsibility to take action.

The line manager or another manager should investigate the incident within two days to ensure that action is taken swiftly.

After investigation, the manager must advise the officer and the customer of their decision and what action they intend to take. The actions taken are graded based on what the client did rather than a subjective assessment on what they might do. Sanctions must be appropriate to the level of threat or abuse

Actions a manager may choose to take:

  • Adding the customer’s name to the Caution Alert list and sending them a warning letter. This is the minimum action in the circumstances where a minor incident has occurred. The letter will advise of further action to be taken if the customer's behaviour does not change.
  • Legal action. This includes injunctions, notice to seek possession and legal undertakings. In these cases the service would be provided by telephone or through a third party such as a solicitor.
  • Where staffs have been seriously threatened the manager may consider moving the staff member to another area and take legal action to include notice to seek possession.
  • Where there is evidence of physical assault, the council will support the victim in criminal proceedings.

6.REPORTING INCIDENTS

It is vital that you record ALL incidents to ensure full and accurate information is available to subsequent users.

When an incident has occurred this should be recorded on the Caution Alert form. This records the name, address, of the customer. It asks for the details of the incident, what risk level the incident warrants. (High, Medium or Low), what action has been taken concerning this incident, and whether the customer is to be added onto the Caution Alert list. The victim and their manager should fill in this form.

If the customer has been added to the Caution Alert list, the manager should advise the customer of this by letter. The letter should state why the person has been put onto the Caution Alert list, when the incident occurred, what we will do about it (interview in pairs etc) and when their case will be reviewed.

A copy of the letter should be placed on the offender’s file.

The line manager will ensure that copies of the Caution Alert form will be sent to the relevant directorate as an advisory.

7.COMPLAINTS

Individuals are given the opportunity, under the complaints procedure, to complain against the decision to be placed on the Caution Alert register.

8.REVIEWING CA CASES

All cases that have been entered as a Caution Alert should be reviewed within one year of the notification letter. This review should be done by the reception team leader. When reviewing whether or not the offender should stay on the Caution Alert list, previous incidents should be taken into account. If it is considered that this person is no longer considered to be a threat, the form should be removed from the folder and placed in an archive folder for future reference if required.

9.IMPLEMENTATION

The successful implementation of this procedure is based on six factors:

  1. Training all staff in, and following the procedures.
  2. Recording timely and accurate information.
  3. Taking precautions in direct proportion to the perceived risk.
  4. Taking responsibility for self and for others.
  5. Managers taking fast and effective action in the event of any incidents.
  6. Recording EVERY incident that occurs.

W:\CCS\CHD\Team leader\QC Folders\QC-Caution Alert\Caution Alert Policy and Process v1.doc / Page 1 of 5
Date: 27 June 2006