As a person conducting a business or undertaking (PCBU), effectively responding to incidents is a vital part of your prevention plan which is guided by the risk management process. There are three key areas to consider.
Planning and implementation
When violence or aggression occurs in a workplace, ideally the planning should result in a well-coordinated response, with agreed procedures followed in accordance with the training provided. The response plan should also include reporting and investigation procedures.
Developing a prevention plan
You need a systemic approach to understand what workers face, their experiences and how often severe incidents occur. A violence and aggression prevention plan can include:
- procedures for preventing workplace violence and aggression
- steps to deal with incidents immediately including communicating risks and the need for assistance
- reporting procedures for workers to inform the PCBU or supervisor of incidents
- information on how incidents or complaints will be investigated and handled.
The Violence and aggression at Work: Code of practice can help you to develop a prevention plan for your workplace which must be reviewed regularly to stay effective.
A well-coordinated response should follow the agreed procedures based on the training provided. The plan should also cover reporting and investigation processes.
Induction training must also inform workers on managing and responding to violence and aggression, common causes and triggers of violence and aggression in their workplace or industry and also include:
- measures to prevent and address these issues
- relevant laws and regulations
- how to report incidents and how they will be investigated
- support services available for affected workers
Immediate response
Clear procedures should be in place to manage situations, defuse tensions and provide safe ways for workers to retreat if needed. Effective communication systems are essential especially for workers who may need prompt assistance such as those working alone.
Establishing effective communication systems to be used in an emergency is an essential part of emergency planning and is particularly important for people who work alone and for those requiring rapid assistance.
Investigation and recovery
Following an incident, two things are critical:
- investigating the incident to prevent recurrence
- supporting worker recovery including injury management, counselling and a return to work if needed.
When investigating an incident, it is important to:
- consult with workers and interview witnesses
- review and improve your existing controls
- inform workers about the actions taken to prevent future harm and injury
- keep records of incident reports, investigations and corrective actions.
Ongoing analysis of incidents is crucial to determine if additional measures are needed.