Prevention & Management of Work Related Aggression & Violence
Policy and Procedure. 9/FEB/2020
Introduction and Policy Summary:
The aim of this policy is to bring about a reduction of any foreseeable risks by ensuring that resources are available for the provision of risk assessment and for appropriate education in the management of aggression and violence. In addition, the aim is to ensure that appropriate measures are in place to provide safe systems of work in relation to the risk of aggression and violence. Where a risk is identified and assessed, Langton Hotel Ltd. are committed to making considered decisions around providing staff with a safe working environment while continuing to deliver services to our customers
Work-related aggression and violence can be a serious challenge within the hospitality industry, which diminishes the quality of working life for employees, compromises the safety of customers and impacts negatively on the public perception of the business. Langton Hotel Ltd. Have adopted the EU definition of work related aggression and violence as:
“Any incident where staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health”
Ensuring the safety of employees and customers is a priority concern for Langton Hotel Ltd. We are committed to creating a safe environment within which to work and to visit. Langton Hotel Ltd. does not tolerate verbal or physical harassment in any form by employees, customers, members of the public or others.
This policy is set in the context of the Safety Health and Welfare at Work Act 2005 and associated regulations. Langton Hotel Ltd. are committed to ensuring so far as is reasonably practicable the safety, health and welfare of employees, customers, visitors, contractors and others who may be affected by our activities.
Purpose:
The purpose of this policy is to:
- Clearly state the Langton Hotel Ltd. policy in relation to the management of work related aggression and violence.
Increase employee awareness of the potential of work-related aggression and violence - Establish organisational responsibilities in relation to the strategic prevention and management of work- related aggression and violence
- Provide a framework to ensure that risks associated with work-related aggression and violence are methodically assessed in a systematic and continuous way
- Provide a framework to ensure that safe systems and practices of work, including training, are in place to avert incidents of aggression and violence, and minimise associated risks so far as is reasonably practicable
- Obtain clear commitment to and co-operation with the Policy from all levels and disciplines of employees
- Ensure that recording, reporting and reviewing mechanisms in relation to incidents of work-related aggression and violence are understood and actioned
- Ensure that appropriate supports are available to staff who may encounter incidents of work-related aggression and violence
- Reduce the number of all manifestations of aggression and violence incidents.
Scope
This policy applies to all Langton Hotel Ltd. staff, and others working at Langton Hotel Ltd. including temporary employees and contractors.
Legislation:
- Safety, Health and Welfare at Work Act 2005
- Safety Health and Welfare at Work (General Application) Regulations 2007
- Safety, Health and Welfare at Work (Reporting of Accidents and Dangerous Occurrences) Regulations 2016
- Code of Practice for Employers and Employees on the Prevention and Resolution of Bullying at Work
Roles & Responsibilities:
Langton Hotel Ltd. have overall responsibility to:
- Ensure that arrangements are in place to comply with legislative, professional and organisational obligations in relation to the management of work-related aggression and violence.
- Ensure the development of and compliance with this Policy.
- Ensure arrangements are in place for identifying, evaluating, managing, monitoring and auditing the risks associated with work related aggression and violence
- Ensure the necessary resources are provided for implementing this Policy.
- In the context of work related aggression and violence, Langton Hotel Ltd. responsibilities include:
- Ensuring that this policy and related procedures are communicated to all employees
- Carrying out a suitable and sufficient risk assessment in consultation with employees
- Ensuring risk assessments and associated controls are monitored, reviewed and updated on a regular basis
- Ensuring that employees identified as being at risk are given appropriate training on how to recognise, prevent and manage work-related aggression and violence
- Ensure Security Staff are trained and certified
- Supervising and monitoring of practices in relation to the management of aggression and violence
- Ensure all accidents, incidents and near misses are reported
- Providing appropriate support and ensuring the availability of additional supports e.g. notification to Gardaí of those who encounter incidents of work related aggression and violence.
Responsibilities of Employees:
Employees are responsible for:
- Taking due care of their own safety, health and welfare and that of others
- Adhering to and applying this Policy, local procedures and safe systems of work and any associated risk assessments and controls
- Being familiar with local procedures for raising the alarm and securing assistance in the event that their safety, or that of others is compromised
- Reporting risks or concerns identified and all incidents of work-related aggression and violence
- Attending training provided by Langton Hotel Ltd.
- Acting in accordance with any training or instruction provided for his/her protection
- Informing the employer of shortcomings or risks of which s/he becomes aware
- Informing their section manger if they have concerns about the content of this Policy or if they experience any difficulties during the implementation stage of this policy.
Procedure:
Risk Assessment and Risk Management:
It is important to note that incidents which occur within the context of customer service provision involve a broad range of contributory factors and influences.
Langton Hotel Ltd. must ensure that appropriate risk management systems are in place to manage the systematic identification, evaluation and management of risk from violence and aggression.
Department Managers must ensure that control measures are put in place, and control measures should be reviewed periodically to ensure they are satisfactory.
All foreseeable hazards and risks associated with work-related aggression and violence must be methodically assessed in all settings in which there is a potential for such incidents.
Risk Assessments must be conducted by competent persons
These assessments should take into account the significant variations of risks including verbal and physical aggression. Employees may be mobile or static and therefore the risk associated with both of these factors should be reflected in the local risk assessment.
It is essential in instances where work-related aggression and/or violence are identified as foreseeable, that the risk assessment explicitly outlines the control measures required. Any changes in practice should be monitored to ensure that the changes are being adhered to and that the changes adequately control the risks identified
The completed risk assessment and required actions should be communicated to all staff in the area. Staff new to the area should be informed of risks at induction. This includes all security staff .
Where relevant information exists about an existing customer (for example, previous incidents of aggression) there should be an appropriate flow of information to and from staff
Incident Management:
All accidents, incidents or near misses must be reported and managed in line with the HSA guidelines on reporting of incidents.
A structured review of all incidents should be undertaken to minimise likelihood/prevent reoccurrence and to ensure learning takes place.
Action plans to support the implementation of the recommendations of the incident review/investigation should be developed.
Action plans must be monitored by assigning a designated person to ensure that they are fully implemented
Following the review of an incident the risk assessments and site / service safety statement must be updated As part of the post incident review the line manger should:
- Review the incident with employees involved
- Review the effectiveness of the risk assessment and control measures and update as appropriate
- Contact Gardaí where appropriate
- Advise on follow up support as appropriate.
On-Site Security:
All on site security personnel must be made aware of the risks and control measures in place to prevent & manage aggression & violence. They must receive a copy of the safety statement. It should be assured that they fully understand local procedures for handling aggression and violence including emergency protocols. Service level agreements with contracted security firms should include reference to the local procedures in relation to the management of aggression and violence. This is an important point, as security personnel can have a key role in the potential outcome of an incident.
Use of Physical Interventions:
The duty of care to safeguard customers from harm is the fundamental principle for the use of any physical intervention. This duty of care also holds that customers can expect to be treated with dignity and respect.
While the use of physical intervention is a last resort, it is acknowledged that on occasion such intervention is the only or most appropriate option. The use of physical restraint should in all instances be an option of last resort, which employs the minimum level of restriction, for the shortest possible duration.
In situations where physical intervention is used, it is critical that employees are competent in the employment of safe effective techniques in order to preserve the safety of all concerned. Only those trained in the use of prescribed physical interventions should deploy such interventions. The risk assessment process together with the training needs analysis will identify those individual employees who may need to be equipped with such training
Support for Employees:
Employees who are exposed to various manifestations of aggression and violence will be provided with sensitive and practical support to assist them cope with the occurrence.
Implementation
Implementation of this Policy forms an integral part of the Safety Management Programme and is underpinned by effective consultation, communication, supervision, monitoring, audit and review.
Communication
Designated Responsible Persons are required to make this Policy available to all employees. Electronic and other communication means can be used to maximise distribution. Managers must create an awareness of the policy to ensure that employees under their supervision have read and understand the Policy.
A signature form is provided below for this purpose.
Responsibilities for Implementation
Designated Responsible Persons) at all levels are responsible for implementing this Policy within their area and hence are required to develop an implementation plan, including identification of responsible person(s), specifying the actions to implement and timeframes for implementation.
Monitoring, Audit & Review
This policy shall be reviewed annually or earlier if circumstances require.
Langton Hotel Ltd. Director: Edward Langton | 9/2/2020