P2. Prevention of Workplace Violence

P2.1 Introduction
P2.2 Standard
P2.3 Procedures
     P2.3.1 Method
     P2.3.2 Endstate
     P2.3.3 Definitions
     P2.3.4 Responsibilities
     P2.3.5 Risk identification
     P2.3.6 Risk assessment
     P2.3.7 Risk control measures
     P2.3.8 Risk management plan (RMP)
     P2.3.9 Communication and review
     P2.3.10 Education and training
     P2.3.11 Actions and considerations following an incident
          P2.3.11.1 Rights of defence
          P2.3.11.2 First aid or medical assistance
          P2.3.11.3 Reporting workplace violence
          P2.3.11.4 Investigation and assessment of workplace violence
          P2.3.11.5 Removal of employees from their work environment
          P2.3.11.6 Immediate support
          P2.3.11.7 Debriefing and counselling
          P2.3.11.8 Referral for mental health assessment
          P2.3.11.9 Rehabilitation

P2.1 Introduction

Policy reference number	P2 Prevention of Workplace Violence
Scope and application	Prevention and control of all types of violence in the workplace at USQ. Applicable to all employees, students, contractors and visitors.
HR contacts	Michael Flannery
Policy type/category	Management
Related legislation/ regulations/guidelines	Workplace Health and Safety Act 1995 (Qld) Workplace Health and Safety Regulations 1997 (Qld)
Associated USQ policies	HR Policy: C2 Anti-Discrimination and Freedom from Harassment Workplace Violence Checklist (DOC 56kb) Example Risk Management Plan (DOC 119kb)
Delegations authority	Delegate	Authority
	Category 4 Delegate or above	Compliance with this procedure. Ensure procedure is applied in all their areas of responsibility
	Deans of Faculty, Heads of Section and Managers of Divisions	Ensure this procedure has been implemented and appropriate controls are reviewed annually.
	Manager, USQ Safe	Regular review of procedure
Approval authority	Council for policy statements Vice-Chancellor or General Manager for procedures
Review date/s	Presented to Senior Leadership Committee 27 Aug 2008 Endorsed by Executive Workplace Health and Safety Committee 22 Jul 2008

P2.2 Standard

P2.2.1 The University of Southern Queensland is committed to providing a safe place to work, study and visit and the protection of all personnel in the University community from the effects of Workplace Violence.

P2.2.2 Workplace violence may take many forms including bullying and harassment, intimidation, threats, armed aggression and psychological abuse.

P2.2.3 This procedure is produced to complement the University procedure on Anti-Discrimination and Freedom from Harassment.

P2.2.4 The purpose of this document is to detail the procedures to be used to reduce the risk of violence in the workplace at USQ

P2.3 Procedures

P2.3.1 Method

The method used to reduce the risk of workplace violence is based on the rigorous application of risk management principles combined with education and training including:

risk identification,
risk assessment,
identification and implementation of treatments,
communication and review of procedures,
training and education, and
actions and considerations following an incident.

P2.3.2 Endstate

Successful implementation of this procedure will be achieved when:

all areas within the University have been assessed for their workplace violence risks and have appropriate controls in place,
all incidences of workplace violence are reported and investigated to prevent a recurrence,
all personnel who require training are trained and educated, and
training and education is included in annual and initial induction training for identified personnel.

P2.3.3 Definitions

Workplace Violence

Any action that results in another person feeling threatened, actually being threatened or being the subject of aggression or assault.

Aggression

'Aggression' is defined as 'the infliction, or threat, of harm or injury (either physical or psychological) upon another person'. It includes verbal, physical or psychological abuse, threats or intimidating behaviour, intentional physical attacks such as hitting, pinching or scratching, aggravated assault, threats with an offensive weapon, sexual harassment or sexual assault.

Assault

Section 245 Criminal Code of Queensland

Definition of assault

(1) A person who strikes, touches, or moves, or otherwise applies force of any kind to, the person of another, either directly or indirectly, without the other person's consent, or with the other person's consent if the consent is obtained by fraud, or
who by any bodily act or gesture attempts or threatens to apply force of any kind to the person of another without the other person's consent, under such circumstances that the person making the attempt or threat has actually or apparently a present ability to effect the person's purpose, is said to assault that other person, and the act is called an assault.

P2.3.4 Responsibilities

P2.3.4.1 The Head of Section, Dean of Faculty or Divisional Manager is responsible for:

Ensuring that situations in which workplace violence may occur have been identified and assessed and that suitable controls have been applied.
Ensuring that appropriate control measures are implemented in workplaces where a significant risk has been identified. The control measures should be documented in a Risk Management Plan.

P2.3.4.2 USQ Security (Facilities Management) is responsible for the provision of expert advice to Heads of Sections, Deans of Faculty or Divisional Managers on the potential for workplace violence to occur and on suitable controls that may be applied. Such advice shall be provided on request.

P2.3.4.3 Employees are responsible for promptly reporting all incidents involving workplace violence using the USQSafe online reporting system, UniHIRTS, or completing an Incident Report form.

P2.3.5 Risk identification

P2.3.5.1 It is important to assess each workplace to identify potential sources of workplace violence and to be able to assess the risks accordingly. Hazard identification can be achieved by the following methods:

Conduct an audit of the workplace,
Review incident and injury reports,
Consult with health and safety representatives, and
Obtain information from industry and professional groups.

P2.3.5.2 The following situations are considered to have significant potential for workplace violence:

Work involving handling cash,
Client based services or home visits,
Sensitive or dispute situations (e.g. employment or study issues),
Contact with people who are disturbed, in distress or who may have a pre-disposition to violence,
Contact with people likely to be intoxicated or affected by drugs,
Working alone, in isolation or at night,
Working where drugs are kept and handled, and
Situations likely to cause frustration.

P2.3.6 Risk assessment

P2.3.6.1 The Workplace Violence Checklist (DOC 56kb) should be used to conduct an initial audit of the workplace and is mandatory for all situations described in 2.3.5.2.

P2.3.6.2 The checklist should be completed by the supervisor of the area in consultation with the health and safety representative. For higher risk situations such as those in 2.3.5.2, it may be appropriate to request a security review and report from USQ Security.

P2.3.6.3 A further risk assessment must be conducted following changes to the workplace or the work practices.

P2.3.7 Risk control measures

P2.3.7.1 There will often be several control measures to address particular forms of violence. Some may be easier to establish than others, some may be used in combination and some may be more effective than others. The introduction of new ways of managing violent and threatening behaviour will be easier and more effective if staff are actively involved in choosing and carrying out changes.

P2.3.7.2 Violent incidents can, in some instances, be prevented by eliminating direct contact between staff and aggressors. Where this cannot be achieved the next option is to consider alternatives to the design of work systems and the work environment. Below are examples of alternatives to reduce the risk of injury.

Type of control	Example
Change the workplace or equipment Use of design or engineering measures to change the physical characteristics of the workplace, including structures and equipment, to reduce the risk.	Widen service desks so that physical contact is made difficult Install barriers (eg security doors, unbreakable screens) Secure staff areas Provide secure retreat space for staff Enhance visibility Install security devices (eg deadlocks, security passes) Separate interview rooms Emergency escape routes
Install Deterrence Measures	Video surveillance Implement a client/student log-in system
Change the system of work Change the systems of work or work practices to help reduce risks	Increase the efficiency of services provided at peak times to reduce client/student frustration Change interaction from face to face, to telephone Limit the quantity of valuables (eg cash, drugs) stored at the workplace Arrange meetings with difficult clients/students at times when most staff are available "Flag" aggressive clients/students Train staff in aggression management Use of personal duress alarms Use of mobile phones
Personal protection measures	Personal protective equipment

P2.3.8 Risk management plan (RMP)

P2.3.8.1 Where a significant risk of workplace violence has been identified, it is recommended that a Risk Management Plan (RMP) be prepared to document the steps to be taken to control the risk.

P2.3.8.2 A template for a Risk Management Plan is available from USQSafe. The RMP should include the process used to identify and assess the risks, detail the controls or treatments, and provide a mechanism to track the implementation of the controls and treatments. An Example Risk Management Plan (RMP) (DOC 119kb) has been completed for your reference.

P2.3.9 Communication and review

P2.3.9.1 Once the safety plan has been completed and the treatments have been implemented, a strategy to communicate the results to all personnel involved should be instigated. This may take the form of staff briefings or training sessions.

P2.3.9.2 The safety plan should be reviewed on an annual basis, following an incident or when there is significant change to the workplace environs or situation.

P2.3.10 Education and training

Different levels of training are provided according to the level of responsibility and the level of risk of the individual. The three levels of training provided at USQ are:

Level 1 (on line training) - All employees will receive training in:

Effects of aggression / violence on the individual,
Identification of signs of cumulative stress,
Communication skill,
Coping skills,
Critical incident stress debriefing skills, and
When to call in an expert.

Level 2 (workshops) - Senior Managers, Department Heads and Supervisors will receive training in:

Legal, ethical and moral issues in relation to workplace violence,
Physical and psychological effects of aggression, especially cumulative aggression on employees and the organisation, and
Development of a Workplace Violence Safety Plan.

Level 3 (workshops) - Identified High Risk Personnel and Supervisors will receive additional training in:

Legal, ethical and moral issues in relation to workplace violence,
Rights and responsibilities of employees,
Understanding aggression and communicating with aggressive students/clients.
How to identify potentially violent situations including 'trigger' events and situations,
Role of the Workplace Violence Safety Plan in preventing aggressive behaviour.
Procedures for preventing workplace violence.
Dealing with difficult students/clients and 'defusing' potentially aggressive / violent situations,
Emergency procedures for threatening situations,
Evasive self-defence techniques,
Post-incident reporting procedures, and
Post-incident support facilities.

P2.3.11 Actions and considerations following an incident

P2.3.11.1 Rights of defence

Staff subjected to unacceptable behaviour have the right to withdraw to safety. Staff do not have the right to retaliate physically or verbally. However, if a person is physically assaulted and there is no way out, they can use reasonable force to defend themselves or another person from assault and injury. The force used should only be enough to ward off an attack.

Unreasonable force may result in the aggressor successfully bringing legal action against the individual.

P2.3.11.2 First aid or medical assistance

First aid should be provided to any person requiring it following a violent incident in the workplace. First aid providers should not place themselves at risk of violence at any time.

P2.3.11.3 Reporting workplace violence

Initial reporting of immediate threat situations should be in accordance with the campus specific emergency procedures.

Once the immediate threat has been dealt with, an Incident Report must be submitted through the supervisor to USQSafe.

The reporting of all incidences of workplace violence allows for thorough investigation and the correct allocation of resources to combat the issue. Under-reporting of workplace violence issues devalues the importance of corrective measures and allows potential risk areas to go un-addressed.

Situations in which there is no immediate threat of violence but which nevertheless may indicate the potential for violence should be also reported to USQSafe (using the Incident Report form) for further assessment. Examples of situations which may be considered as potentially threatening include:

Aggressive, unusual, bizarre, erratic or inappropriate behaviour,
Persons acting suspiciously or loitering,
Persons who appear to be under the influence of drugs or alcohol, and
Acts, words or gestures which cause concern.

P2.3.11.4 Investigation and assessment of workplace violence

Investigation and resolution of workplace violence issues should be managed at the lowest level possible.

All incidents and threats of workplace violence that are beyond the scope of local management to cope with will be investigated by USQSafe, Human Resources, Security or Queensland Police as appropriate. Investigations conducted by USQSafe, Human Resources and Security will be forwarded to the Vice Chancellor and General Manager for acceptance and implementation of recommendations.

Employees and students found to have committed violence in the workplace may be subject to the University's disciplinary procedures.

P2.3.11.5 Removal of employees from their work environment

Staff directly affected by a violent attack should be offered the option of removing themselves from their work environment, with time and resources to allow settling of remaining anger or tension. This will limit the further spread of anger, tension or fear to other personnel and facilitate return to business as usual. This time can also be used to better assess the requirement for further treatment, counselling, mediation or action by management to reduce episodes of further violence.

P2.3.11.6 Immediate support

Other staff should listen to and assist the victim of violence, providing support and empathy. The victim may also benefit from a colleague to accompany them home, and to stay until other support is available.

P2.3.11.7 Debriefing and counselling

Personnel directly and indirectly involved in the incident may benefit from psychological debriefing. The debriefing process may help those involved to assimilate and cope with the event.

Counselling services are available to both staff and students through these agencies:

Staff – The Employee Assistance Program (EAP) or by contacting USQSafe. Access to the EAP is by calling 1300 360 364. The service is open 24/7, is provided at no cost to the employee and is completely confidential.
Students - Student Services provides counselling to currently enrolled students without charge. These services are available during normal business hours at Toowoomba, Fraser Coast and Springfield.

P2.3.11.8 Referral for mental health assessment

In some cases where an individual may present a serious risk to themselves or others due to a possible mental health condition, the QLD Mental Health Act has provisions for a mandatory assessment.

To access this procedure, contact the counsellors at Student Services for further guidance.

P2.3.11.9 Rehabilitation

Workplace Rehabilitation may be required for physical or psychological illness or injury following an incident of workplace violence. The USQSafe Rehabilitation Coordinator must be consulted immediately if an injury has possibly been sustained. The Rehabilitation Coordinator will assist with the rehabilitation process and with lodgement of a WorkCover compensation claim as needed.