OSH 190 Workplace violence 2009

Definition of Workplace Building or work area, including offices, reception areas, hallways. A remote site when workers are engaged in official business. A vehicle, private or employer-owned, when used for business purpose.

Workplace Violence Definition Three main types of violence: Verbal Abuse/Threats Threatening Behavior Physical Assault Any of these behaviors alone or together constitute an incident. If you have had one or more incidents, you have potential to need a program.

Verbal Abuse & Threats QUESTION: Are abuse and threats different? ANSWER: Abuse may be intended to hurt the feelings of and humiliate someone, while threats may make the victim fear for their safety. In verbal abuse, the assailant may use profanity, and make statements which are furious, intense, distorted, meant to cause injury, and create a hostile environment. Other examples are obscene phone calls or harassment of any nature. Profanity in and of itself doesn’t necessarily constitute a threat. But, combined with other actions/behaviors can and may escalate to threatening behavior.

Verbal Abuse & Threats Verbal abuse itself does not constitute necessity for a formal program. When a someone makes actual threats; this is termed “threatening behavior” and if a pattern persists, then a formal program may be needed. Most employers can get by with a Human Resources policy that addresses “bad behavior” and a “no violence tolerance”. This policy would address employee-on-employee violence, and gives examples of behavior that is not tolerated and needs to change. This HR policy could be enough to satisfy risks that exist in most workplaces, and an actual program may not be needed. As an employer, it is always better to be proactive in addressing emerging hazards, rather than take a “wait and see” attitude.

Risk Factor / Prevention Action A risk factor is: A condition or circumstance that may increase the likelihood of violence occurring in a particular setting. A prevention action is: A strategy or means to control or eliminate risk factors.

Four Categories of Violence Violence by Strangers Violence by Customers or Clients Violence by Co-workers Violence by Personal Relations

Violence by: Strangers Assailant has no business relationship to workplace Motive is to commit robbery or other criminal act Accounts for most of fatalities from workplace violence The assailant may enter a business appearing to be a customer, but their real motive may be to commit a crime. In Washington, violence by strangers accounts for most of the fatalities related to workplace violence.

Risk Factors: Strangers Face-to-face contact with public Exchange money with public Guard valuable property

Risk Factors: Strangers Work late night/early morning Work alone or in small numbers High crime areas or community settings

High-Risk Workplaces: Strangers Taxicabs Liquor stores Gas stations/convenience stores

High-Risk Workplaces: Strangers Grocery stores Hotels/motels Bars/Restaurants

Prevention Actions: Strangers Signs stating cash register has minimal cash Clear view of cash register from street Drop safe or limited access safe Silent alarms Adequate outside lighting Maximum $50 in register

Prevention Actions: Strangers Address employee isolation factors Control access to worksite Provide security personnel Devise method to alert police/security Train workers in prevention Install security cameras

Violence by: Customers or Clients Assailant receives services from or is under custodial supervision of the workplace or victim Account for most of non-fatal injuries

Violence by: Customers or Clients Assailants can be current or former customers or clients such as passengers, patients, students, inmates, criminal suspects or prisoners. The workers attacked typically provide direct services to the public. In some industries, violence by customers or clients occurs on a daily basis, especially verbal threats. Examples: correctional facilities, psychiatric hospitals.

Risk Factors: Customer or Client Work in isolation Work after regular hours Site has uncontrolled access Clients with past violent behavior

Risk Factors: Customer or Client Potential weapons visible and accessible, even desk supplies and heavy objects Lack of quick communication to security Lack of escape route No

High-Risk Workers: Customer or Clients Bus/rail drivers Social service providers Health care workers

High-Risk Workers: Customer or Clients Teachers Sales personnel Law enforcement employees

Prevention Actions: Customer or Client Controlled access, locked doors Quick method to alert security, panic buttons, personal alarms Limit employee isolation with patient/customers

Prevention Actions: Customer or Client Client referral/assistance programs Set up worksite so employees are not trapped from exiting Eliminate easy access to potential weapons

Violence by: Co-workers Assailant has employment-related involvement Current or former employee or manager Large media attention to violence by co-workers, but small number of actual fatalities

Risk Factors: Co-worker Chronic Labor-Management disputes Frequent grievances High number of injury claims Understaffing/excessive overtime Authoritarian management

Other Risk Factors: Co-worker High workplace stress Unusual stress outside of work Lack of protocols for disciplinary actions Individual with history of violent behavior Lack of training for supervisors Generally an employer is not required to have a program in anticipation of violence by co-workers. But, if incidents of aggression occur, threats, assaults, etc., then you need to evaluate the potential risks and protect employees from any potential hazards.

High-Risk Workplaces: Co-worker Any workplace can be at risk Assailant usually seeking revenge for perceived unfair treatment

Prevention Actions – Co-worker Management policies for disciplinary actions, lay-off’s, etc. Prohibit weapons at workplace Enforce no-tolerance for workplace violence Provide security personnel Employee assistance/counseling A zero tolerance needs to be set for unacceptable behavior. Behavior can and does escalate. Don’t assume someone knows what they are saying and doing is wrong. They need to be told and they can then be held responsible to change. Don’t let anyone excuse bad behavior by saying, “Oh, that’s the way Fred always is, he doesn’t mean anything.”

Violence by: Personal Relations Assailant confronts a worker, at the worksite, with whom they have a personal relationship outside of work. Personal relations include: Current or former spouse Lover Friend Relative Acquaintance

Risk Factors: Personal Relations Individual with history of violent/threatening behavior Domestic violence Lack of controlled access to worksite No policy regarding restraining orders

High-Risk Workplaces: Personal Relations Any workplace can be at risk Assailant motivated by perceived difficulties in the relationship or by mental health factors that influence his/her relationships

Prevention Actions: Personal Relations Control worksite access Encourage reporting of harassment, stalk- ing, domestic violence, restraining orders Prohibit weapons Enforce policies on handling and preventing violence situations Relocate affected person within worksite Notify other staff as needed

Restraining Orders Your policy should encourage employees to report the existence of a restraining order, if the order includes prohibition of contact at the work site, which most will, so you can do a better job of insuring a safe worksite. You can’t force employees to notify you about an order, only encourage the reporting to help insure everyone’s safety. If someone tells you they have a restraining order, be sure and ask for a copy, don’t just go on someone’s word. You can and should call the local police if the respondent shows up at the worksite. You can ask for information on restraining orders from the local prosecutor’s office. Each jurisdiction can have slightly different rules about how they handle the orders. Respect each restraining order and treat each the same, even if you know the individuals involved and might have your own opinions. If you notice disruptive behavior occurring in the workplace that appears to effect the work of the employee and/or other employees, you can step in and say that work is being disrupted, does the employee need any help? Most people are reluctant to discuss personal issues, but if given an opening, they might feel more comfortable asking for help.