Key responsibilities

As an employer you are responsible for setting out the organisation's policy and arrangements for managing the risks arising from violence and aggression. This should include:

• clear procedures setting out the risk assessment process, including initial assessment of the individual and family, and guidance on when a review is required. Workers should be fully involved in the risk assessment process.
• clear procedures about what to do:

      - when people think there is a risk.
      - if an encounter is escalating into a possible violent incident.
      - after an incident, including what follow-up and support there will be.

• competent effective management and management systems.
• the role that technology can play and the types and methods to be used.
• identifying staff training needs.
• identifying responsibilities individuals have towards colleagues and to people who use services.
• a working environment that contributes to the health, safety and well-being of employees.
• support in dealing with concerns about threats, abuse and violence.
• procedures for reviewing the effectiveness of risk reduction procedures and, where appropriate, revising procedures and assessments.
• setting out the appropriate and timely support that is available after an incident (including out of hours if required) to help the victim recover from the experience.
• a commitment to take action against the perpetrator.

Employers can reduce risk by ensuring that:

• managers, staff and volunteers understand the policy and what is required of them.
• clear procedures are in place and followed if an alarm is raised (whether in an office or care setting or from a lone worker).
• workers are skilled in their work and have a confident, calm, professional approach that demonstrates understanding, empathy and respect.
• workers are appropriately dressed for the client group, to prevent intimidation.
• people who use services, people who manage their own services, and carers are
  - well informed and given information that is jargon-free.
  - respected for their experience, expertise, history and culture.
  - involved in planning safe practice, environments and training.
• accurate and detailed records are kept and that colleagues (within and outside the organisation) are kept aware of incidents and risks. It is very important that data protection issues are addressed positively - please refer to the Information Commissioner's Guidance.
• staff and volunteers have been trained to recognise the signs that indicate that a person is becoming agitated and that the situation is escalating into a possible violent one (e.g. shouting, confusion, signs of alcohol or drug abuse).
• workers are adequately trained in the recognition of mental health issues which may result in violent or aggressive behaviours.
• workers are also trained to understand how their own behaviour can escalate or de-escalate the situation. They should understand methods that might reduce the anxiety, distress or anger of the person they are working with.
• workers know the procedures and how to use them when a situation gets out of control, including finding a way to leave.
• managers ensure that workers have access to adequate technology (alarms, panic buttons, etc) but that these are not relied upon on their own to keep people safe.
• they review incidents, learning from them and re-planning for the future.
• systems to check that learning from incidents are being used.
• support is provided in ways that workers feel comfortable with and are positive about accessing.
• managers understand the importance of their role and ensure that the organisation's policies and procedures are complied with, even when resources are stretched.

After an incident (i.e where a person is abused, threatened or assaulted in circumstances relating to their work) your organisation should:

• implement your post-incident procedures - e.g. to gather information about the incident, ensure all staff are safe and inform the police.
• provide immediate appropriate support to the victim and others involved. This may include medical treatment.
• discuss with the worker:
  - the sort of support they need to recover from the incident (we all differ in our reactions to incidents and so does the support).
  - who else, if anyone, from your or other organisations, needs to be informed to keep them safe.
  - the lessons for the worker, their colleagues, the organisation, and any other organisations involved.
  - what will be done and how progress will be checked.
• review the risk assessment and make any changes needed in the procedures and support provided to reduce the risk of further violence or abuse.
• liaise with the police regarding possible criminal proceedings being brought against the perpetrator.
• where criminal proceedings are brought against the perpetrator the worker should be supported through the court process.
• consider the long term impact of the incident on the worker which may require possible re-training or redeployment if they are is unable to continue in their current post.
• consider any wider changes required to your organisation's policy and procedures.

Remember, safe practice is part of best practice

For examples of policies, procedures, training and ways of responding to incidents, please see the examples section.

To go back to the guide for employers click here