Staff who work for Regional Training Services take on the role and responsibility of working with persons who, at times, may become aggressive or violent. When these situations occur, staff have the right to seek advice and assistance from their manager. Staff are expected to report this behaviour and to seek advice on the behavior.

The following policy has been implemented to assist staff in workingeffectively with difficult clients, and to provide guidelines for the management and resolution of difficult situations.

Staff Rights:

Staff have the following rights:

• to have adequate in-service training in handling violent situations
• to appropriate support from management
• the same rights as an ordinary person, if assaulted

Responsibility:

When clients display difficult or potentially dangerous behaviour, there is the increased likelihood of injury, or of property damage. Staff have the following responsibilities:

• attempt to avert the likelihood of a dangerous situation arising
• attempt to prevent the client from inflicting harm to self
• as far as possible, attempt to protect members of the public
• if possible, to reduce property damage.

Please remember – staff and client safety is the primary consideration. No staff member is expected to put themselves or others at risk.

Preventative Practice:

Anticipating and preventing problems is generally the best way to deal with potentially dangerous situations. The following practices are recommended:

• maintaining a relaxed, friendly atmosphere
• maintaining good relationships between staff and clients
• seeking advice from colleagues if a staff member has consistent difficulties in working with a particular client.

Situations of Risk:

Where this is a strong risk that the client will behave in a dangerous manner, the following practices are advised:

• keep calm
• maintain a friendly and reassuring attitude
• speak firmly, but without aggression
• ignore abusive remarks
• don’t get too close to the client’s personal space
• define the problem – establish what is wrong and how you can help
• make sure other members of the public are safe.

Situations of Imminent Danger:

In situations of imminent danger, the following practices are recommended:

• send for help as soon as you can
• maintain a calm manner in both voice and action
• maintain eye contact where appropriate
• consider cultural issues regarding communication, language
• do not invade personal space
• remove other clients and members of the public from the situation

Defence of Self or Others

Very occasionally, a situation may occur where staff members are required to defend themselves, or others. The following practices are recommended:

• no staff member is expected to submit themselves to physical attack
• withdrawal is usually the best method of defence
• call for help if you feel threatened
• in defending yourself, use only reasonable force
• do not retaliate physically as a form of revenge, punishment, or to rid yourself of irritating client behaviour.

As a Final Measure

In situations where the staff assessment is that the person won’t calm down, remove other clients and workers from the area. Notify the manager/ supervisor. Notify the police.

Recording / Reporting

All incidents must be fully recorded without delay. The directors / manager is to be notified of all incidents.

Post-critical Incident:

Defusing and debriefing procedures are the responsibility of management. Management will organise timely and professional defusing strategies and personnel.