Objects
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Hazards
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Possible Controls
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Access to employees
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- Visitors to reception have unrestricted access to employees working in area
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- Design the workstation to provide security for your employees (e.g. install security screens, install deeper and or higher counter areas to prevent aggressive visitors being able to reach employees). Note: consider what atmosphere the design will create
- Staff have a separate entry/exit doorway to a safe area that is accessible from their immediate work area
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Furnishings as weapons
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- Furnishings and decorative items could easily be used as weapons by a visitor
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- Choose furnishings for in the reception area with care and thought for their potential to be used as a weapon
- Select indoor plants in heavy floor tubs which cannot be easily lifted by one person
- Place vases and stationery out of reach of third parties in the area.
- Consider whether furniture can be secured (i.e. to the ground or a wall)
- Where glass is used choose shatterproof glass
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Access to backup assistance
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- Lack of support if accosted by a visitor
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- Have procedures in place that raise issues from line staff to managers before the situation escalates
- Install a concealed duress alarm where it can be reached by the employee if being threatened or provide pocket duress alarms to employees
- Have duress alarms link back to security personnel that would be used if required
- Consider employees in the adjacent safe area trained in how to respond if the duress alarm is activated
- Have designated staff members to assist in dealing with visitor aggression or security personnel available if required
- Establish set policies and procedures for when issues will be escalated to the police
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Training in handling visitor aggression
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- Inexperience and lack of training in managing visitor aggression
- Threatening phone calls and emails
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- Ensure employees are trained in handling aggressive visitors and that they are aware of and follow documented procedures
- Identify visitors with a history of aggressive behaviour and ensure employees have access to this information so that appropriate measures can be taken
- Have procedures in place that escalate issues from line staff to Managers before the situation escalates
- Have procedures for situations when employees may be isolated (e.g. working out of office, after hours and weekends)
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Visitor comfort
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- Locating too many visitors in a small area or to close together
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- Increase comfort level by ensuring adequate spacing between visitors (e.g. arrange seats to minimise eye contact between visitors)
- Consider what seating arrangements are used (e.g. theatre style)
- Provide water / amenities
- Ensure adequate air flow
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