Lone Working, A Solutions Based Approach

• Main purpose of this discussion is to provide an overview of possible risk reduction “solutions” that Carlisle City Council currently use to reduce the Lone Working risks to staff, Members and contractors who are employed by the City Council.

• It may provide you with some transferable ideas you could use in your own organisations and it may provide me with additional solutions that you currently use successfully that I may be able to use in our organisation.

Arup Majhi : Safety, Health and Environmental Manager Carlisle City Council (CMIOSH)

Who is a lone worker ?“Lone workers are people who work alone for some or all of

the time without direct or close supervision or support”

• Staff who work away from their fixed base, out in the community or in other people`s homes e.g. estate agents, social workers, sales people, traffic wardens, taxi and bus drivers, district nurses, journalists.

• Staff who work outside normal working hours e.g. cleaners, utilities repair or maintenance staff, security guards.

• Staff who work in establishments where only one person is on the premises at a time e.g. people working in petrol stations or kiosks, small shops and bars.

• Staff who work in the same building as colleagues but on their own e.g. receptionist. Teachers and lecturers also belong in this category because even though they may be surrounded by pupils they often have no immediate support from colleagues.

Is it OK to Lone Work ?

• Lone working is not itself against the law • Employers must consider carefully, and then deal with, any H & S risks for

people working alone (Proactive risk management / SSW`s / monitor / review)• Employers are not only responsible for the health, safety and welfare of

employees but also contractors or self-employed working for them. These responsibilities cannot be transferred to other persons

• Lone workers should be at no greater risk than other employees• Lone workers do have responsibilities for themselves and others who may be

affected by their work activities and cooperate with their employers in meeting their legal obligations

Health and Safety Executive INDG73 March 2012

Personal Safety at Work

www.suzylamplugh.org

www.hse.gov.uk/pubns/indg73.pdf

Assessing the Risks

Lone Workers

Lone Workers

Gathering Intelligence is Paramount

Why is lone working in Local Government on the

increase?

Carlisle City Council

Lone Workers

Gardeners &

Street Cleaners

Parking

Enforcement

Facilities & Maintenance

Officers

Drivers

Mobile Cleaning Officers

Benefits Assessors

Election Officers / Canvassers

Environmental

Health Officers

Hostel Home

Share Officers

Planning Officers

Late or early

Office staff

I have decided to “split” the different natures of work which may impact lone workers and examine them each separately. Clearly many areas overlap.

The main risks that may arise that have a higher potential impact if “lone working issues” arise include:

• The possible exposure to violence and aggression

• Personal Medical emergencies that arise whilst lone working

• Injuries (in both physical and mental terms) and the potential lack of support to address them occurring during the normal course of work whilst lone working or after an event

Office Based

Lone Workers

Office Based

Lone WorkersEncouraging buddy

Systems / support

mechanisms

Finish Time: Last two must leave together

Cleaning Teams work in pairs

Start Time: two per floor together

Office Security systems, CCTV, fobs, challenge

strangers, ID cards visitor / contractors

White Boards / Register used when at lunch or going off

site

Shared Medical

Knowledge

Basic Lone workerAwareness

Training

Shared / paired tasks Within remote storage

Areas / Cupboards

Office within Offices, windows with

Blinds open

Managers regularly

Communicating with staff

Before External Meetings

Lone Workers

Before External Meeting

Lone Workers

Can the meeting Be Organised

within workplace ? Conduct home visits with colleagues

or other agenciesIs video

conferencing available ?

Keep a record of

Your personal details

Let people know that you are going

Check in – check out service

Is a face to face

Meeting essential –

Telephone instead ?

Make info easily accessible to colleagues

Use personal safetyDevice or mobile

phone app

Contact office / manager

Colleague On arrival

Google Street View if you have never been there

Planning your Journey

Lone Workers

Planning your journey/en route

Before Entering Your Location

Before Entering

Lone Workers

Be VigilantOn the doorstep

Set timer on your check-in Service

Familiarise yourselfWith the area

(Postcode, Reception)

What can you see and hear? Would any of it make a difference?

…what might you be aware of?

Once the door’s open…

During the Visit

1. Don’t get too comfortable

2. Avoid sitting in the kitchen

3. Dogs – ask to remove

4. Keep a clear exit path

5. Screech alarm

6. Personal safety alarm or application

DURING THE VISIT

Predicting Violence &

PREDICTING VIOLENCE

VERBAL DE-ESCALATION STRATEGIES

WHAT ARE YOU SAYING ?

1. Appear calm and self assured

2. Use a low tone of voice

3. Be respectful

FIRST STEP

1. Never turn your back

2. Encourage clients to be seated

3. Allow extra space

4. Don’t stare

5. Position

6. Never touch them

7. Avoid confrontational body language

SECOND STEP

1. Do NOT be verbally defensive

2. Do NOT tell a client to calm down

3. Do NOT raise your voice

4. Do NOT use humour

5. Distraction – but be cautious

THIRD STEP

6. Respond selectively

7. Explain limits

8. Give choices

9. Be patient

10…

THIRD STEP

10. TRUST YOUR INSTINCTS

After an Incident

After an Incident

Thanks for listening

Any Questions ?