Personal security while you are at work

The Safer Luton Partnership

www.theslp.co.uk

Contents

Your Approach & Attitude .............................................................6/7

Take Precautions ................................................................................5

Introduction ........................................................................................4

If you anticipate violence occurring ...............................................8 Personal Safety With the car ..............................................................................9 On public transport - buses & trains ..................................10 Taxis .........................................................................................10 When on foot ..........................................................................11 At work ....................................................................................12 Self Protection .......................................................................12 Physical force .........................................................................12 Offensive weapons .................................................................13 Self-defence classes ..............................................................13 Personal attack alarms ........................................................14 Office security - points to remember .................................15 Client visiting .........................................................................16

Risk Assessment .........................................................................17/18 Useful Contacts ................................................................................19

Introduction

However, it does not provide the sole solution to these issues, it can only assist with suggestions on reasonable precautions that could be taken.

This booklet has been written to give basic help and guidance on how to deal with violence and aggression in the workplace and how you could prevent an incident from occurring. It also includes general personal safety advice.

It is strongly recommended that you also seek advice from your manager or personnel department to ascertain if your employers have in operation a policy or code for dealing with violence and aggression at work. Your managers have a requirement to carry out risk assessments at your place of work under the Management of Health and Safety at Work Regulations 1992.

Consider filling out the risk assessment form at the back of the book to determine any areas in which you work that require further security.

Remember, your first duty is to yourself. Use your intuition, if you feel apprehensive stop and assess the situation.

Take Precautions

Stressful, emotional situations and many other issues can make visitors and callers to your premises violent and aggressive. It is therefore wise to take reasonable precautions to prevent an incident getting out of control.
If you are dealing with someone who could become violent try to always be within earshot of a colleague.

Should this not be possible, or if you suspect there may be a particular risk, let another member of staff know where you are going to be talking to the person and how long you expect to be. Be aware of the techniques for dealing with violence and aggression. THIS BOOKLET WILL HELP.

When leaving your place of employment shortly after dealing with a violent or aggressive caller be alert, stay in well lit areas and consider carrying a personal attack alarm. If an incident has occurred, make sure your line manager is aware and ensure it is recorded. If you have been injured in any way seek medical attention immediately.

When dealing with callers bear in mind the following behaviours that are likely to cause anger or irritation:

Your Approach & Attitude

Nagg ing

iffe ind

t r en

em

Pe s

sim

ist

ic

TONE OF VOICE

ynic VERBAL Expressing opinions in a loud voice CONTENT C Ex ce son ss per ive ver La go ug kin ht Tal e Innu endo

Sh ou tin g

Derogatory w ords or expre ssions C om pa ris on s w ith ot he rs

me l Com a

High Pitch

an di ng

un gF kin Po

nts

Cr

itic

ism

An incorrect approach to a situation can easily cause aggression. A calm, understanding approach will minimise tension and mounting frustration.
Feigned indifference

Walking away from a conversation without explanation Clock Watching Banging of doors Ignoring questions and speaker Standing over seated people Boredom Pointing

Raising eyebrows

Smiling inappropriately

Shrugging

Snatching

Staring

NON VERBAL BEHAVIOUR LIKELY TO CAUSE ANGER AND IRRITATION

Sly Winks

Waggling your finger

Breaking off conversations without apologising Crossing your arms 7 Hands on hips

Indiscreet use of communication signals

Raising your arm or hand

If you anticipate violence occurring

Activate panic button if available. Call for assistance - shout for help if necessary. Consider using a password code system to summon help without drawing attention to the violent or aggressive client. Try to calm the situation down by talking and listening. Any physical intervention should always be a last resort and should never be attempted alone - wait for help to arrive if you can. Furniture and equipment might be damaged - they are not important - your safety and the safety of other members of staff is. If someone is threatening to destroy or damage a piece of equipment or furniture try to talk them out of it calmly but dont risk yourself by intervening. Sit near the door or the door side of a desk or table within the room so you can get out quickly if necessary. Dont allow yourself to get trapped in a room or building with a client, offer to shut doors yourself so you know that you are not locked in.

Afterwards

Take time to compose yourself. A cooling down period will allow you to get your thoughts together. Then - record the incident in line with your company policy and procedure. If no policy is in place write down everything that has happened on a sheet of paper. Ensure that any damaged furniture or equipment is removed from the location and replaced as soon as possible. 8

It is difficult to advise about personal safety without causing further alarm. In this booklet we aim to give you an awareness of the subject which will help you get things into perspective and feel more confident. These are simple, common sense things that you can do to reduce your personal risks. With the car:

Personal safety means looking after yourself. There are no set rules, just guidelines. The fear of crime is far greater than the actual threat and the chances of suffering an attack are very small. However, many of you may be concerned about your safety while at work, while travelling to and from work or on business.

Personal Safety

Always travel on busy routes where possible. Always lock your car after entering or leaving. Check the interior of the car before entering it - especially the back seat - and carry a torch after dark. Keep all valuables out of sight. Park in well lit areas. If you are followed, dont get out of the car, make sure all your doors and windows are locked and sound your horn or flash your lights to attract attention. Use your mobile phone, if you have one, to call for help. 9

Avoid isolated bus stops. Sit near the driver or another passenger. Sit on the aisle seat. If pestered, complain to the driver or guard or make use of the emergency communication cord. Avoid empty carriages or ones containing only one person.

On public transport - buses and trains:

Taxis: Learn the number of a reputable taxi firm. Try and book a taxi in advance and obtain the drivers name and call sign. Go to a taxi rank if you have been unable to pre-book a taxi. Dont use a cruising taxi unless it is a registered hackney carriage. Sit in the back, behind the front passenger seat. Be aware of child locks and central locking. Dont give too much personal information to the driver. 10

Walk briskly, with a purposeful stride, in the centre of the footpath, facing oncoming traffic and looking straight ahead. Be aware of the location and people around you. Avoid eye contact, cross the road to avoid getting into a confrontational position. Watch your bags, carry them close to your body and hold where the strap joins the bag. Dont label keys with your name, address, vehicle registration number or make of vehicle. Purchase a personal attack alarm and carry a torch at night. Dont walk around with your personal stereo on. It limits one of your most valuable senses - your hearing. Be aware at cash dispensers, look behind you before taking your money out. Be aware in telephone kiosks, face outward to see who is behind you. Stand near the door in lifts so that you have control over where the lift is going and who is getting in or out of it. At bus stops stand in an illuminated place close to others. Carry a timetable detailing the times of your bus. If you feel insecure go to a busy place and order a taxi or phone a friend or relative for help. Should you be assaulted report it to the police straight away. If you see a fight or suspicious incident report it to the police. Do not intervene. Take note of as much detail as you can, i.e. times, location, a rough description of those involved including their clothing. Try not to carry everything of value in one place, spread them about your person, i.e. in different pockets.

When on foot

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Familiarise yourself with the layout of the building, learn where the exits and entrances are. Learn how to use the communication system. Be aware of internal reporting procedures for incidents.

At work:

Using force in self-defence is a last resort. Escape if you can to a place where you know there will be other people. If you cant then you may have to use force.

Self protection:

The law states that a person under threat of violence can use as much force as is necessary, however, the threat must be imminent and the amount of force used must be reasonable and sufficient only to repel the attack. As soon as the threat is ended you cannot use any further force. 12

Physical force:

The law says that you are not allowed to carry an offensive weapon - even for self-protection. Offensive weapons include: Any article made (i.e. knuckle duster, truncheon) or adapted (i.e. sharpened piece of wood) for use to cause injury to a person. or Any item intended for use in causing injury to another (i.e. any item in a persons possession if the sole reason for carrying it is for self-protection).

Offensive weapons:

If you had to use force to protect yourself you would be justified in using any item normally carried on your person for a legitimate purpose (i.e. keys, hairspray, torch).

Make sure that any self-defence class that you join is run by a fully qualified instructor. Knowledge of self-defence techniques and generally keeping fit are aids to self-protection. Remember that you will need to practice techniques regularly in class. However well you are able to defend yourself you should still take care to avoid the risks where possible. 13

Self-defence classes:

Personal attack alarms can be a good deterrent against an attacker and may make you feel more confident. They should be carried in the hand ready to use and not in the handbag.

Personal attack alarms:

Call us on 01582 480770 or email info@theslp.co.uk for more information.

Personal attack alarms can be purchased from The Safer Luton Partnership at a competitive price.

ALWAYS check that the battery is working on your personal attack alarm.

There are many different types of personal attack alarms on the market and The Safer Luton Partnership would suggest you choose a battery operated one that allows you to check the battery is working. Some of these type of alarms can also double up as a torch or door alarm and are operated by button, switch or by pulling out a pin.

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Never leave valuables on desks or wallets in coats in your absence - take them with you or lock them away. Always keep money locked in a safe, even during the day, even if it is just the tea money; never leave it in an unlocked drawer. Be careful with keys - always put them in a safe place and do not keep spare keys for safes etc. in desk drawers. Never assume a stranger wandering in the building is a member of staff - challenge them. Even asking can I help you? will often deter the dishonest. Dont just accept that strangers are authorised to be in the building just because they say so - check with someone in authority. Never allow anyone to remove any equipment from your office without first checking. Dont be overawed by callers - even if they want to see a senior person make sure they are known and expected. Never leave callers alone in your office - use the telephone to enquire whether someone can see them. Dont disclose confidential information to a stranger - no matter how important they may seem, always report any such request for information to your employer. Dont assume that all staff are as honest as you are - take care of your property and that of your employer. If working in the office alone at night or weekends make sure all external doors and windows are locked. If working alone at night, ensure the alarm (if zoned) is set for all areas except those where you will be working. If working alone at night, make sure that the building is illuminated and not just the office that you are working in, as it draws attention to that location. Notify colleagues and relatives of your intention to work late, let them know what time you are expected to leave and return home. Give them a ring just prior to leaving the building so they know what time to expect you home. 15

Office security - points to remember

Dont cold-call on clients - arrange to meet them first at your office before you go to their home or office. If arranging meetings outside your office check on the location of your visit, confirm it exists and the person you have arranged to meet actually works there. Ring back to confirm these details and to confirm they are actually ringing from the number given and the company / office does exist. Prior to leaving the office, leave details of where you are going, who you are going to see and what time you are expected to return. Tell someone if these plans change. Contact your office on arrival at and departure from the location. Leave a contact telephone number. When parking at the premises always reverse your car into a parking space; it will be easier to leave the location in a hurry if need be. Arrange to meet colleagues outside any premises and visit in pairs if possible. Carry a mobile phone. Carry a panic alarm, phone card and a small amount of cash in case of emergency. Dont allow yourself to become trapped in a room alone, especially with someone who is threatening violence. Always sit between the client and the door - so you can leave quickly if need be. If you are not happy with the clients manner, make an excuse to leave and report it to your supervisor so that they are aware for future referrals.

Client Visiting:

16

Risk Assessment
COMPLETING THE RISK ASSESSMENT:

Consider filling out the risk assessment - hazard check list on page 18 (you are welcome to make photocopies).

Tick the boxes where you feel security issues exist in your workplace. This will help you to determine any areas within your work which require security measures to be implemented. WHEN THE RISK ASSESSMENT IS COMPLETE:

If you have ticked any of the boxes you should speak to your line manger / supervisor as these areas probably require some security measures implementing.

A Crime Reduction Officer at your local police station may be able to help you with suggestions on how to deal with the issues outlined - they can be contacted on 01582 401212. Further information and presentations on personal safety can be obtained from Helen Lubin M.B.E., Personal Safety Advisor at The Safer Luton Partnership either by calling 01582 480770 or emailing helen.lubin@theslp.co.uk. 17

Risk Assessment
Hazard Check List
Assessor Person / area assessed

1. Security of buildings - physical and

environmental factors access visitors

6. Moving/handling money and other

valuables security procedures personal safety travel

Date

2. Reception

3. Isolation in the workplace

personal safety security procedure communication summoning help

waiting rooms interview rooms personal safety

7. Late/overtime working 8. Other peoples premises/houses

personal safety travel communications security procedures personal safety security procedures

4. Working in sub-offices 5. Collecting money

personal safety security procedures

9. Working with customers, clients

and other people personal safety potentially violent situations security procedures travel

security procedures personal safety of employees trained employees travel

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11.

10.

Other areas indicated by incident reports

Other areas/personal safety risks specific to work groups

Useful Contacts
Andrea Adams Trust (UK charity dedicated to tackling workplace bullying) Tel: 01273 704 900 www.andreaadamstrust.org Bedfordshire Police (dial 999 in an emergency) For non-emergency calls Tel: 01582 401212 www.operationscorpion.org.uk Crime Stoppers (to report crimes anonymously) Tel: 0800 555 111 Citizens Advice Bureau - www.citizensadvice.org.uk

Health and Safety Executive - www.hse.gov.uk

Womens Aid (national domestic violence charity) Tel: 0808 2000 247 or Luton Womens Aid: 01582 391856 www.womensaid.org.uk

Victim Support (national charity offering help & support to victims of crime) Tel: 0845 30 30 900 or Luton Victim Support: 01582 723779 or email: supportline@victimsupport.org.uk www.victimsupport.org.uk

The Suzy Lamplugh Trust (leading authority on personal safety) Tel: 020 8876 0305 or email: info@suzylamplugh.org www.suzylamplugh.org

The Safer Luton Partnership (crime prevention/reduction initiatives including personal safety, domestic abuse, business, youth, drug education & mentoring) Tel: 01582 480770 or Email: info@theslp.co.uk www.theslp.co.uk

Samaritans (confidential support for people experiencing feelings of distress or despair) Tel: 08457 909090 www.samaritans.org.uk

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The Safer Luton Partnership

Partnership House, 6 Cardiff Road, Luton LU1 1PP Telephone: 01582 480770 Fax: 01582 483627 Email: info@theslp.co.uk

This booklet was compiled by Helen Lubin M.B.E. - Safer Luton Partnership designed by Keeley Abbott - Safer Luton Partnership and printed in partnership with