This article first appeared in Canadian Occupational Safety magazine's Problem Solvers column

Question:

Since a recent reorganization, employees are required more and more to work alone or in small numbers. We're becoming concerned about the potential of violence. How can we protect ourselves?

Answer:

You are right to acknowledge the threat of workplace violence, and to recognize that working alone or in small numbers is a significant risk factor. Occupational groups such as correctional facilities, social services and retail tend to be most at risk of violence. But even people in seemingly tame workplaces may sometimes encounter hostility, intimidation, threats or abuse from someone either outside the company or within.

The risk of confrontation increases with certain factors: working with the public; handling money or valuables; working where alcohol is served; working alone or in small numbers; or working during periods of intense organizational change. Although the different forms of violence and the possible solutions vary from one workplace to the next, the main steps of prevention apply for all.

Assess the risk.

Working alone might not be the only problem you face. To determine your organization's specific risks and identify priorities, employees and management should together examine every aspect of their duties and work environment. This involves interviewing all staff to find out their safety concerns, evaluating the history of violence in your organization and others like it, and looking up workplace violence legislation for your jurisdiction.

Develop preventive measures.

The risk assessment might inspire some immediate changes in your workplace. To eliminate or minimize the risks identified, management may decide to increase visibility for employees, control access to the premises, improve lighting and security, or change some administrative and work practices.

Management should develop a violence prevention policy in cooperation with the health and safety committee, or with assistance from employees. The policy should address the risks, give examples of unacceptable behaviour, and clearly state how management intends to investigate and deal with reported incidents.

Report and investigate.

All incidents or threats must be reported, including verbal or written harassment or physical violence. Management should provide a reporting form and encourage employees to use it. It is important that employees have someone they feel safe reporting to (management, union executive, outside authorities, etc.) without fear of criticism, disclosure, penalty or judgement.

Incidents should be investigated only by a qualified individual or investigation team.

Establish an Incident Management Plan.

In case a violent incident occurs, consider how your company will respond. Your plan should outline who has which responsibilities in an emergency. It should provide emergency contact information and guidelines for various situations, including how to deal with harassment from staff, managers or outside contacts.

Get the proper training.

Some excellent training tools (see Resources, below) offer detailed advice for employees and managers on assessing risks, managing incidents and developing preventive measures.

Review your program.

Evaluate your company's responses to past incidents, and revisit the above steps whenever there is a significant change in work relations or workplace setup.

Help is available. Employee assistance programs, human resource professionals and mental health agencies offer crisis management, counseling and training. Police departments and security consultants offer victim support services and training; they can also help with your risk assessment and tell you what to do in an emergency.

A Few Tips on Working Alone

• In a subtle way, make it obvious that someone else is aware of your work schedule and where you are. Use a "check-in" procedure.
• If you work off-site, check in with a designated contact and backup person at the office.
• Prominently display signs indicating that the premises are monitored.
• Post signs indicating you are not working alone.
• Have a system for emergency communication, and check its proper operation before and during the shift.
• Your organization could make arrangements with neighbouring businesses to watch out for each other's employees.
  

Resources

Canadian Centre for Occupational Health and Safety (CCOHS)
recently published a pocket-sized booklet, the Violence in the Workplace Prevention Guide.
Tel. (800) 668-4284 or (905) 572-2981.

Workers' Compensation Board of British Columbia
Take Care: How to develop and implement a workplace violence prevention program: A guide for small business.
Tel. (604) 273-2266
or (800) 661-2112 (BC only)