Investigate and evaluate incidents of violence in the workplace

This standard is about investigating and evaluating incidents of violence in the workplace. It includes responding promptly to complaints of violence and aggression regardless of the size of the incident and recording events in accordance with organisational requirements. It is also about assessing the causes of the incidents, evaluating and recommending relevant actions to prevent further incidents.

This standard is for anyone who conducts investigations and carries out valuations of incidents of violence at work.

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1. gather all details of the incident to include information about the assailant, their words and actions, any witnesses, or additional circumstances for consideration
2. follow the well-being and safety measures to protect employees involved in the incident before seeking information
3. arrange relevant support for the interviewees during the course of the interview
4. assure all employees involved in the incident that is under investigation will be conducted in a confidential and respectful manner
5. identify the triggers of violence and circumstances surrounding the people involved in the incident
6. establish whether employees were able to respond to the incident in accordance with organisational procedures
7. record all events of the incident and who was involved
8. inform all relevant employees of the incident and follow-up actions
9. inform everyone involved in the incident of the outcome of the investigation
10. identify any trends by reviewing records of previous incidents
11. establish whether employees responded to the incident in accordance with organisational policies and procedures
12. provide guidance and support to employees whose responses or actions were inappropriate
13. identify and review all triggers which led to the violent incidents
14. establish the frequency of violent incidents and whether these were avoidable by appropriate means
15. investigate the number of incidents in relation to the training received by the relevant employees
16. evaluate the effectiveness of training received by employees and whether their compliance with procedures is appropriate to their job roles
17. consult with responsible persons and employees and produce a clear plan of actions
18. make recommendations to reduce the risks of further violent incidents
19. develop good practice and control mechanisms during violent situations by sharing non-confidential information with other employees and responsible persons
20. recommend relevant improvements in procedures, employees’ well-being, health and safety
21. monitor and review the effectiveness of measures based on previous knowledge and experience

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1. the procedures for safeguarding confidentiality in accordance with data protection regulation
2. your legal duties for ensuring your and other employees’ well-being, safety and health in the workplace
3. the channels of communication within your organisation
4. the relevant procedures for reporting injuries, diseases, near misses and dangerous occurrences
5. the job roles and responsibilities of all employees for whom you are responsible
6. the employees most at risk and those with a specific responsibility for security
7. the methods of handling sensitive situations
8. the legal implications of an incident of violence at work
9. the organisational procedures or social media site procedures concerning
10. the relevant documentation you are required to complete in relation to incident reporting
11. how to conduct a structured investigative interview in an impartial manner which maintains the dignity of the interviewees
12. the importance of investigation being conducted in a confidential and respectful manner
13. the methods of incident reporting
14. the instances where incidents get out of control if adequate measures are not put in place in advance
15. the methods of recording all details relating to the incidents
16. the information required for carrying out an investigation and its evaluation
17. the organisational procedures relating to your role in reducing the occurrence of violence in the workplace
18. how to draw up a plan of action and the importance of consultation before drawing conclusions
19. the relevant legislation for health and safety at work
20. the rules and etiquette of social media and online methods of communication
21. the legal responsibilities and your organisation’s policy and procedures

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Aggressive behaviour
Any behaviour or actions aimed at harming a person or damaging physical property.

Aggressive communication
A style of communication in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others.

Conflict
A state of opposition and disagreement between two or more people or groups of people, which is sometimes characterised by verbal abuse, threatening behaviour or physical violence.

Conflict Management
The practice of identifying and handling conflict in a sensible, fair, and efficient manner. Conflict management requires such skills as effective communicating, problem solving, and negotiating with a focus on common interests and safeguarding all concerned.

Dynamic Risk Assessment
This is a continuous assessment of the risks faced in a situation as it unfolds to ensure the safest and most effective response is being employed.

Equipment
These could include equipment such as pagers, mobile phones, walkie-talkies, panic buttons, public address systems, etc.

Evaluation
The process of determining whether an item or activity meets specified criteria.
It can include comparing the adequacy of policies and procedures with current practice or professional standards to manage work-related violence.

Generic Risk Assessment
It is:

• an examination of the work and workplace activities to identify what could cause harm to people (a hazard); and
• an assessment of the chance, high or low, that somebody could be harmed by the hazards identified, together with an indication of how serious the harm could be (the risk).

On the basis of this assessment a decision is made as to what prevention or control measures should be taken to prevent the possibility of harm.

Physical Intervention
This should include personal safety techniques to reduce the impact of hazardous behaviours, protective stances, disengagement and breakaway techniques” (when responding to physically threatening behaviours or defending oneself or another) or “restraint techniques” (when physically restricting a person’s movement).

Positive Working Environment and Culture
A working environment and culture which does not tolerate any violent behaviour.

Procedures
A series of steps following in a regular definite order that implements a policy.

Precautionary Measures
These could include: protective barriers, protective clothing, security responses, working in pairs or teams instead of lone working, etc.

Responsible Person
A person named in the organisation’s procedures as having responsibility for incidents of violence at work.

Risk
A risk is the likelihood of potential harm from that hazard being realised.
The extent of the risk depends on:

• the likelihood of that harm occurring;
• the potential severity of that harm, i.e. of any resultant injury or adverse health effect; and
• the population which might be affected by the hazard, i.e. the number of people who might be exposed.

Source: HSE “Management of health and safety at work –Approved Code of Practice & Guidance”.

Safe Working Practices
Established safe methods of carrying out activities, procedures or techniques used in carrying out your job or work activities to deliver a service with levels of quality and efficiency required by the organisation.

Service Users
Examples are: school students, patients, clients, passengers, customers, detainees, the public, parents, volunteers and carers.

Triggers of Violence
Factors that might cause violence to occur. They can be categorised in four different types:

• temporary personal factors for example, the service-user being uncomfortable from a lack of food, warmth, light, or presenting challenging behaviour whilst under the influence of drink or drugs, or
• persistent personal factors such as deteriorating mental health, having a difficulty or disability, which prevents normal communication, movement or behaviour, or
• temporary environmental factors such as a hot, noisy, crowded room, poor work dynamics in terms of furniture layout, etc., or
• persistent environmental factors such as too much being expected of the service-user, or the quality of the service offered consistently failing to meet the required standards of the user.

Work-related Violence
The Health and Safety Executive’s definition of work-related violence is: “Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work‟.

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ACAS https://www.acas.org.uk/
Equality and Human Rights Commission http://www.equalityhumanrights.com/
Institute of Conflict Management https://instituteofconflict.management/
The Health and Safety Executive (HSE) http://www.hse.gov.uk/
Trade Union Congress http://www.tuc.org.uk/
Victim Support www.victimsupport.org

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1

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2030

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Current

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Original

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Instructus

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CFAPMVW9

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Managers and Senior Officials, Personnel, Training and Industrial Relations Managers , Trade Union Representatives and Professionals, Personnel and industrial relations officers

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1135

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Prevention; Management; Resolve; Evaluate; Incidents; Investigate

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