1 Workplace Aggression & Anti-Social Behaviour A guide to your Duty of Care for Area Managers (AMs), Customer Service Managers (CSMs) and Customer Service Supervisors (CSSs) MAY 2016

2 WORKPLACE AGGRESSION & ANTI-SOCIAL BEHAVIOUR: A GUIDE TO YOUR DUTY OF CARE 3 You should also: Give the member of staff reassurance and encourage them to talk Call a Trauma Support Group Volunteer if they would prefer to talk to them If they need to go to hospital, make sure they are accompanied to hospital Organise transport for them 1 You must make sure suitable support is given to staff following a WAASB incident. This support could come from: Occupational Health, or A station’s Trauma Support Group VolunteerTrauma Support Group Volunteer 2 You must take the lead from the staff member when deciding what needs to be done to support them. If they are showing any signs of shock, you might consider the following: Arrange for them to go to a quiet area Give them a hot drink or water Check they are warm enough YOU MUST make sure the staff assault report form is completed on the EIRF system and the details are recorded. Go to:

3 WORKPLACE AGGRESSION & ANTI-SOCIAL BEHAVIOUR: A GUIDE TO YOUR DUTY OF CARE How to follow-up an incident reported using the WAASB mobile app REMEMBER ! Check your inbox at regular intervals daily, so you don’t miss any WAASB incidents raised within your Cover Group. Update your personal data on the Electronic Incident Report Form (eIRF). Click here for a ‘how to’ guide.Click here for a ‘how to’ guide 1 Customer Service Supervisors (CSSs) / Customer Service Managers (CSMs) will receive an alert every time someone reports an incident using the WAASB app within your Cover Group. 2 Please remember to follow it up as quickly as possible, so you can provide Duty of Care to the member of staff involved in the incident. Click here for a ‘how to’ guide to following up a WAASB incident report using the mobile app.Click here for a ‘how to’ guide to following up a WAASB incident report using the mobile app

4 WORKPLACE AGGRESSION & ANTI-SOCIAL BEHAVIOUR: A GUIDE TO YOUR DUTY OF CARE How to provide support after the day of the incident In the time following the incident, you must give the victim all the support you can. You should suggest they contact: The Workplace Violence Unit who can be contacted at any stage, orWorkplace Violence Unit Trauma Support Group volunteersTrauma Support Group volunteers

5 Contact Alistair Montgomery Systems Delivery Manager (Going Mobile) Planning & Performance LU Ops Telephone: