Work-related violence is described by the Health and Safety Executive (HSE) as:
"Any incident in which a person is abused, threatened, or assaulted in circumstances relating to their work".
The violence at work initiative commenced in 2006 and since then the Environmental Health Practitioners have carried out inspections and given guidance and assistance to businesses in the retail sector.
Environmental Health Practitioners visit retail premises and carry out in-depth Assessments and give tailored advice. Practical measures are identified which aim to reduce the likelihood of violence in the premises. Detailed guidance has been produced and given to businesses and staff including advice, risk Assessment examples and blank forms.
Using the five principal steps of risk Assessment you should thoroughly assess the threat of violence to your staff.
Consider the range from physical and verbal attacks from members of the public as well as colleagues. Physical violence includes, kicking, hitting, spitting or pushing as well as use of weapons.Verbal abuse includes shouting, swearing, threats, insults as well as racial or sexual abuse.
Physical security measures
- Closed Circuit Television (CCTV)
- Panic Alarms
- Personal attack alarms
- Mirrors to view blind spots
- Security lighting around the shop
- Remote control door lock on entrance to the shop to restrict access
Cash handling
- Set a maximum limit for cash in tills
- Skim excess cash from tills and place in a safe or adequately protected location
- Use time delay locks on safes
- Count cash out of sight in a secure area
- Review banking procedures for cash, vary banking day, time and route
Store layout and design
- Location of high value goods away from the door
- Design and location of counter
- Safe area available for staff to use protected by a suitable lock
- Clear windows to allow good surveillance outside the shop
Staff training and awareness
- Procedures for dealing with shop lifting, aggressive customers
- Clear instructions provided to staff on how to respond to violent incidents
- Ensure staff do not put themselves at risk
- Cooperate and communicate with local businesses
- Staff trained on what to do and what not to do when dealing with volatile situations
- Importance of what to report and how to report incidents
- Awareness and use of security devices such as panic alarms and cash management procedures.
Safe practices and procedures
- Safe systems for opening and closing shop
- Reduce and restrict lone working where possible
- Additional controls during period of lone working
Reporting
Providing support after an incident
Despite conducting a risk Assessment and putting control measures in place, there may be times when your staff experience work-related violence. Physical violence against staff is uncommon, but verbal abuse can happen more regularly. If an incident occurs you will need to support your staff and may have to consider whether further actions are needed
The guidance folder contains useful contact details for organisations and agencies that can assist businesses with this.
One of the key tactics in preventing violence and aggression is effective partnership working. Partnerships can be between either, you and one other agency, business or organisation, or between a whole network of organisation's. Your partners may include the police, your Local Authority, and other local businesses.