Policy Statement and responsibilities

1.1    Policy Statement

Buckinghamshire Council recognises that those employees who deal directly with the public may face aggressive or violent behaviour and/or verbal abuse.  This policy is aimed at external work-related violence i.e. non-employee violence directed at an employee.  Internal employee to employee behaviour is dealt with under the council’s ‘Behaviour at Work’ policies.

Buckinghamshire Council is committed to reducing the risks to its employees from acts of violence and aggression by assessing the risks and introducing appropriate controls and procedures so far as is reasonably practicable including:

• Giving practical advice and guidance to managers and employees on how to avoid and manage violence whilst at work.
• Providing adequate training for employees who may be subject to violence or abuse.
• Providing appropriate equipment where applicable.
• Encouraging proper reporting of incidents and near misses and ensuring that employees do not avoid reporting and recording violent incidents in the belief that an assault may suggest failure on the part of employees concerned.
• Where appropriate, counselling of employees who have suffered violence or abuse.
• Monitoring of incidents of violence or abuse.

1.2    Definition of Workplace Violence

The Health and Safety Executive defines violence at work as “any incident in which a person is abused, threatened or assaulted in circumstances relating to their work”.

Violence and aggression comes in many forms and for the purpose of this policy, workplace violence includes physical and non-physical acts.  See appendix 1 for a list of examples.

1.3    Responsibilities

1.3.1.   Role of managers

Where employees’ personal safety may be at risk manager’s will:

• Consult with employees on the risks to their health and safety from violence.
• Carry job based, and when required, specific risk assessments for all tasks which they undertake, considering the added risks of lone working and real or perceived violence. See Health and Safety Policies and Procedures, section 2.1 for further details of the risk assessment process.
• Ensure adequately safe systems of work are drawn up and used.
• Provide appropriate equipment and resources (for example closed circuit TV, mobile phone, Lone Woking Devices, alarms and buddy systems).
• Ensure employees are trained in the use of any equipment or devices supplied and monitor use.
• Ensure employees are aware of relevant policies and procedures.
• Evaluate training needs and ensure appropriate training is undertaken and review training needs at appraisal.
• Ensure employees have access to any relevant background information, for example on clients, location, historical problems including specific databases or registers held by Services.
• Ensure that databases/registers are regularly reviewed and updated after an incident or when information is received.
• Share information with other BC Services, partners and agencies within GDPR guidelines, as appropriate in order to resolve an issue or prevent further issues.
• Monitor work practices to ensure that control measures are working.
• Ensure all incidents of aggression and violence, including threats, verbal abuse and near misses, are reported on Assessnet, investigated and appropriate action taken (see Health and Safety Policies and Procedures section 3.1 for further details on reporting).
• Display the Violence Notice in public areas where a risk assessment indicates that staff may be at risk from violence. See appendix 5 - download and sign.
• Send a standard letter to clients or members of the public who are abusive or aggressive to Council employees. See appendix 4 for an example that can be put on appropriate School/Service headed paper and amended to suit most situations.  Schools can refer to section 547 of the Education Act 1996.
• Provide support to employees who have been exposed to violent, threatening or abusive behaviour
• Treat volunteers the same as employees

1.3.2     Role of employees

All employees also have a responsibility to:

• Report any shortcomings in systems of work to their manager or the Health and Safety Team.
• Take care for their own personal safety and take time to plan in advance.
• Comply with risk assessments and safe systems of work.
• Attend training and awareness sessions as appropriate.
• Use any equipment or devices supplied and ensure these are tested and maintained in accordance with manufacturers’ instructions and practise use of such equipment and devices regularly.
• Be aware of local Service specific procedures relating to those persons or addresses which may pose a risk and consult any such information prior to visiting/meeting with members of the public by consulting database/registers as appropriate.
• Report all incidents of violence, verbal abuse and threats to their Service or School’s Accident/Incident/Near Miss reporter (see Health and Safety Policies and Procedures, section 3.1 for further details)