VIOLENCE in the WORKPLACE POLICY and PROGRAM

VIOLENCE in the WORKPLACE POLICY and PROGRAM SCOPE This Violence in the Workplace Policy and Prevention Program applies to all Halton Region employees regardless of position. For the purposes of this policy and program, employees include students, volunteers, co-op placements and contract employees. All employees are responsible for creating and maintaining a safe workplace free from violence. Breach of this policy and program may result in disciplinary action up to and including dismissal. While attending a Halton Region workplace, members of the public, visitors and individuals conducting business with Halton Region, including, but not limited to, contractors, consultants, vendors and delivery persons, are expected to refrain from any form of violence. Appropriate action will be taken for all external party incidents up to and including barring the individual involved from Halton Region workplaces, or discontinuing business with that individual. For the purposes of this policy and program, a Halton Region workplace includes all places where Halton Region business occurs and includes, but is not limited to: a) buildings owned or leased, in whole or in part, by Halton Region, and surrounding property, such as parking lots, walkways and driveways, b) Halton Region fleet vehicles, c) off-site locations, such as construction sites and other remote field operations sites, where Halton Region business occurs, d) locations of Halton Region sponsored functions and recreational or social events. POLICY STATEMENT Halton Region is committed to providing a safe and healthy work environment for its employees free from workplace violence. Halton Region recognizes that workplace violence is a very serious health and safety matter that undermines an employee s ability to work effectively and impacts their quality of life. Halton Region adopts a violence is unacceptable policy in the workplace. Violence in our workplace will not be tolerated and all reports of incidents will be 1

taken seriously and will be dealt with appropriately. DEFINITIONS domestic violence JHSC MOL Personal Accident Investigation Report (P.A.I.R.) risk assessment risk level A risk level B risk level C violence secondary report Violence against a person by another person with whom he/she has a personal relationship, such as a spouse or intimate partner, former spouse or intimate partner or a family member. Joint Health and Safety Committee Ministry of Labour Personal Accident Investigation Report is a corporate legal document filled out and signed by the supervisor when an employee has an accident or there is a report of a near miss. The assessment of the risks of workplace violence that may arise from the nature of the work, the type of work or the conditions of the work. The assessment should also take into account the circumstances specific to the workplace and common to similar workplaces. A significant concern exists for acts of workplace violence to occur (i.e. incidents occur on a daily, weekly or monthly basis) A moderate concern exists for acts of workplace violence to occur (i.e. incidents occur on a yearly or less frequent basis) A minimal concern exists for acts of workplace violence to occur (i.e. incidents have never occurred) A report that provides more details related to the investigation of a violence incident and should be completed as necessary and submitted with the P.A.I.R. workplace Any location where Halton Region business occurs refer to 24.2 Scope of the policy. 2

workplace violence WSIB a) The exercise of physical force by a person against a worker, in a workplace, that causes or could cause physical injury to the worker. b) An attempt to exercise physical force against a worker, in a workplace, that could cause physical injury to the worker. c) A statement or behaviour that it is reasonable for a worker to interpret as a threat to exercise physical force against the worker, in a workplace, that could cause physical injury to the worker. Workplace Safety and Insurance Board RESPONSIBILITIES Management Committee and Directors 1. Ensure a written Violence in the Workplace Policy and Prevention Program is maintained and reviewed on an annual basis. 2. Ensure training and education programs on workplace violence and appropriate prevention methods are maintained. 3. Ensure that internal and external support services are available to employees, as needed. 4. Ensure that resources are available to modify how the work is carried out, and to physically modify a workplace, as appropriate and reasonable based on the assessed risk, to reduce or eliminate threats of workplace violence. 5. Ensure that workplace violence prevention is considered for all new construction, and additions or modifications to existing facilities. Managers and Supervisors 1. Ensure that all employees are aware of the contents of the Violence in the Workplace Policy and Prevention Program, and their role in preventing workplace violence. 2. Conduct a risk assessment of each workplace (- Refer to Section 24.0.A.2 and 24.0.A.3 of the Program and Appendix A) at least once every five (5) years and whenever there are new or revised job positions or significant changes in the nature of the work or location of the workplace. 3

3. Develop, implement and review at least yearly workplace specific violence measures and procedures and specialized training requirements for the risks identified in the risk assessment process. 4. Involve the applicable Joint Health and Safety Committee representative(s) and affected employees in the development of the written site specific workplace violence measures and procedures. 5. Immediately investigate all incidents of workplace violence with the assistance of the Occupational Health and Safety Section and Employee Relations Section of Human Resource Services, as required, and ensure that all reports of workplace violence incidents are taken seriously and are dealt with appropriately. 6. Complete a Personal Accident Investigation Report (P.A.I.R.) for all reported workplace violence incidents. 7. Ensure all employees subjected to workplace violence are treated with respect and consideration and that the confidentiality of all parties is maintained, as far as reasonably possible. 8. Ensure that an employee receives the appropriate internal and external support, as required. 9. Ensure that corrective action is taken in response to incidents of workplace violence, including communicating the action taken to applicable employees or persons. 10. Ensure that this Violence in the Workplace Policy and Prevention Program is communicated to contractors and other persons who attend Halton Region workplaces, as applicable and appropriate under the circumstances. Employees 1. Comply with this Violence in the Workplace Policy and Prevention Program and all relevant Department, Division or Section specific violence measures and procedures at all times. 2. Immediately report all incidents of workplace violence to the appropriate manager or supervisor. If an employee is uncomfortable reporting to the manager or supervisor, they should contact their department specific Human Resources Generalist. 4

3. Inform the appropriate manager or supervisor of anyone who may be a potential threat to their safety or the safety of others. If there is an immediate threat, contact the police. 4. Co-operate with any investigation of workplace violence incidents, as required. 5. Participate in any training provided, or required, and apply the knowledge gained to the workplace and specific work carried out. 6. Maintain confidentiality by not disclosing any information relating to a report of violence, its investigation and/or resolution except as required by this policy and program or by law. 7. Communicate and interact with co-workers, managers and supervisors in a civil, courteous and respectful manner. Occupational Health and Safety Section 1. Annually review, and revise as required, the written Violence in the Workplace Policy and Prevention Program for approval by Management Committee. 2. Assist the Departments, Divisions and Sections with the risk assessment process, as requested. 3. Assist the Departments, Divisions and Sections with the development of specific workplace violence measures and procedures and specialized training, as requested. 4. Provide or assist with general corporate information or education programs to ensure the Violence in the Workplace Policy and Prevention Program is communicated to all employees. 5. Assist in the investigation of workplace violence incidents with departmental management and the Employee Relations Section of Human Resource Services, as required. 6. Track, review and analyse workplace violence incidents and report on an annual basis to management and the applicable Joint Health and Safety Committee. Employee Relations Section 1. Assist managers and supervisors with the initial investigation of 5

reported workplace violence incidents, as requested. 2. Attend and assist with the interviews of involved parties, as required. 3. Advise management on a resolution of the incident, as necessary. Joint Health and Safety Committees 1. Review the Department, Division and Section risk assessments and make recommendations to management for changes as required. 2. Review all workplace violence incident reports and make recommendations to management to prevent recurrences as required. 3. Review annual workplace violence incident statistics and make recommendations to management as required. 4. Maintain confidentiality by not disclosing any information relating to a report of violence, its investigation and/or resolution, except as required by this policy and program or by law. 6

VIOLENCE in the WORKPLACE PREVENTION PROGRAM Halton Region is committed to maintaining a Violence in the Workplace Prevention Program to support the Violence in the Workplace Policy to provide a safe and healthy work environment for its employees. VIOLENCE IN THE WORKPLACE PROGRAM COMPONENTS 1. Purpose 2. Examples of workplace violence 3. General 4. Risk Assessment 5. Conducting a Risk Assessment 6. Addressing the Risk Level 7. Site Specific Procedures o Procedure development o Review and revisions 8. Reporting and Investigating a) Violence Complaint Procedure b) Investigation and Documentation Process c) Investigation and Documentation Process Flow Chart d) WSIB and MOL Notices 9. Persons With a History of Violent Behaviour 10. Removal of a Person From the Workplace 11. Domestic Violence 12. Refusal To Work 13. No Reprisal 14. Discipline 15. Training and Education a) Corporate training b) Program specific training c) Program specific training frequency 16. Compliance 17. Appendices 1. PURPOSE Halton Region is committed to providing a violence-free environment and recognizes that workplace violence is a health and safety issue. This Violence in the Workplace Policy and Prevention Program are intended to: 7

a) Create and foster a work environment free from workplace violence ensuring employee safety and security as far as reasonably possible. b) Provide examples of workplace violence. c) Outline the responsibilities of all employees of Halton Region to maintain a workplace free of violence. d) Ensure that incidents of workplace violence are reported to management, and the police as appropriate. e) Ensure that all incidents are dealt with objectively and as confidentially as possible, and that the rights and dignity of all parties are respected. f) Ensure that reports of workplace violence are handled in a timely manner. 2. EXAMPLES OF WORKPLACE VIOLENCE Whether an incident meets the definition of workplace violence will depend on the circumstances in each case. The following are examples of conduct that may constitute workplace violence: threatening behaviour such as shaking fists, destroying property or throwing objects, verbal or written threats any expression of an intent to inflict harm, including: o direct threats clear and explicit communication which distinctly indicates that the potential offender intends to do harm, e.g. I am going to make you pay for what you did to me, o conditional threats involve a condition, e.g. If you don t get off my back, you will regret it, o veiled threats usually involve body language or behaviours that leave little doubt in the mind of the victim that the perpetrator intends harm, eg. Do you think anyone would care if someone beat up the boss?, physical attacks includes hitting, shoving, pushing or kicking a person or throwing an object at a person, 8

leaving threatening notes at or sending threatening emails to an employee at the workplace, wielding a weapon at work or bringing a weapon into the workplace regardless of the reason, 3. GENERAL The Violence in the Workplace Prevention Program provides guidance to Departments on the establishment of specific measures and procedures on the following issues: What to consider for controlling the risks identified in the risk assessment to protect an employee from physical injury. What to consider for summoning immediate assistance when workplace violence occurs or is likely to occur. The reporting of incidents of workplace violence to the applicable manager and/or supervisor or other workplace party as applicable. How to investigate and deal with incidents or complaints of workplace violence. 4. RISK ASSESSMENT The risk of workplace violence must be assessed by each workplace. a) A written risk assessment must be conducted at each workplace, in consultation with the Occupational Health and Safety Section. Additional resources available to assist with the risk assessments as required are the applicable Human Resource Generalist and other external parties, such as the police. b) The risk assessment is based on: i) The nature of the workplace, refers to the physical aspects of the workplace, whether it is a building, construction site, vehicle, geographic location or client s home, 9

may also include workplace lighting, lines of sight, depth of counters, entrances, exits, layout and design of the workplace, and objects that could be used to hurt employees. ii) iii) iv) Type of work performed, the activities employees perform such as handling cash, the sector of work such as health care and the people employees interact with such as clients, patients, visitors, work carried out associated with a higher risk of violence, past violent incidents in workplace. The conditions of the work, refers to aspects such as hours worked, surrounding neighbourhood, and whether employees move from location to location, travel on Halton Region business, work alone or in isolation, The risk assessment shall also take into account the circumstances specific to the workplace as well as the circumstances common to similar workplaces. This may include: circumstances associated with a higher risk of violence, protective measures and procedures, including security measures that may already be in place. c) A copy of the written risk assessment will be provided to: i) the Occupational Health and Safety Section for corporate records retention, and ii) the applicable Joint Health and Safety Committee or Health and Safety Representative, NOTE: The Occupational Health and Safety Section will forward the risk assessments to the applicable Joint Health and Safety Committee, d) The risk of workplace violence must be controlled through written specific workplace violence measures and procedures that examine and include the following: physical layout and condition of workplace, work organization, practices and procedures, controls such as security systems, intercoms, and personal 10

protective equipment, as appropriate and reasonable, external sources of workplace violence, training in the appropriate responses and actions. e) No Risks Identified For those workplaces where the risk assessment did not identify any risks that would likely expose an employee(s) to physical injury, measures and procedures that address the following are still required: how and when to summon immediate assistance, reporting incidents or complaints of workplace violence, and investigating and dealing with workplace violence incidents and complaints if they occur. Posting the Violence in the Workplace Policy and Prevention Program can serve as the site specific workplace violence measures and procedures if the risk assessment did not identify any risks that would likely expose an employee(s) to physical injury. The establishment of an emergency response protocol on how and when to summon immediate assistance will still have to be written for each workplace. 5. CONDUCTING A RISK ASSESSMENT a) Using the risk assessment form, Appendix A, complete all applicable sections ( refer to Appendix B on how to complete the risk assessment form). b) When completing Parts B and C of the risk assessment form, rate the level of risk as risk level A, B or C as defined on the risk assessment form, Appendix A. c) If you require assistance completing the risk assessment form, contact the Occupational Health and Safety Section for assistance. 11

6. ADDRESSING THE RISK LEVEL Risks identified in the violence risk assessments must be addressed in a timely manner. The following is a general implementation guideline for the corrective action(s) required based on the risk level. a) Risk Level A Corrective action must be taken immediately or as soon as reasonably possible. Risk level A hazards pose a significant threat that cannot be ignored. Temporary corrective action to reduce the risk should be taken immediately until arrangements can be made for a permanent solution. b) Risk Level B Corrective action must be taken within a reasonable time frame but should not exceed 3 months. Temporary corrective action should be implemented immediately. Risk level B hazards are a moderate concern and do not pose an immediate threat but have the potential to cause serious injury under the right conditions. c) Risk Level C Corrective action for risk level C hazards can be corrected over a reasonable period of time as determined by the manager or supervisor but should not exceed 6 months, or the time required for budget approvals or purchasing processes to be completed. Risk level C hazards are of minimal concern. However, these risk level hazards have the potential of becoming a significant hazard if they are ignored for a long period of time and corrective action is not implemented. 7. SITE SPECIFIC PROCEDURES a) Procedure Development i) Each Department will ensure that specific measures and procedures are developed, as required, for each workplace based on the risks identified in the risk assessment. 12

The site-specific measures and procedures, as required, should include the following and any other details required in order to effectively control any identified risks: reporting procedures to ensure immediate action is taken to eliminate the threat and/or when the police need to be called, protective measures, including security requirements that may be needed, such as panic buttons or alarms, specific evacuation plans, if required, a lockable safe place for employees, if required, specific action response passwords to summon assistance, if required, re-configuration of specific site workplace, if required, communication equipment, if required. Refer to Appendix C for a site-specific sample personal safety procedure. b) Review and Revisions Site-specific workplace violence measures and procedures must be reviewed at least annually. In addition, a review or revision will be required if: a reassessment of risks indicates revisions are needed, employees or the Joint Health and Safety Committees, or Health and Safety Representatives indicate measures or procedures are not adequate or are not used, or a violent incident shows that the measures and procedures are not adequate. 8. REPORTING and INVESTIGATING a) Violence Complaint Procedure If an employee or employees have witnessed, become aware of, or have experienced conduct which they believe constitutes workplace violence, they have a responsibility to take the following action(s): 13

i) Immediately call 911, if in immediate physical danger. ii) iii) iv) Immediately report the incident to their manager or supervisor as appropriate. Contact HR Access at extension 7700 if uncomfortable reporting the incident to their manager or supervisor. Prepare a written record of the incident details that includes the dates, times, nature of the conduct and the names of all witnesses if any. Alternative Reporting Confidential Code of Conduct Help Line An employee who does not feel comfortable reporting a complaint as outlined above may contact the Region s confidential and anonymous Code of Conduct Help Line on a 24/7 basis at: Toll-Free telephone: 1-844-980-0005 Website: www.lighthouse-services.com/halton Email: reports@lighthouse-services.com (must include company name with report) All complaints submitted to the Code of Conduct Help Line will be received by a third party who will relay the complaint, without revealing the callers identity if requested, to the CAO. The confidential complaint will be reviewed by the CAO and the Director of Human Resources within five (5) business days of receipt. If it is determined that there is enough information provided and an investigation is warranted, an investigation will commence within five (5) business days of the initial review. The investigation will be conducted as outlined in this policy. b) Investigation and Documentation Process i) All complaints will be investigated promptly by the manager and/or supervisor to determine if the incident is a workplace violence incident. ii) iii) If additional assistance with the investigation is required, the applicable Human Resource Generalist and/or the Occupational Health and Safety Section may be contacted. The following chart outlines the process for investigating reported incidents, the applicable form(s) to use and 14

resolution actions to be taken. iv) If the incident is determined to be workplace violence, an electronic form, Parklane Online Incident Report (P.O.I.R.), must be completed. This form is submitted electronically to the Disability Management Section of Human Resources. 15

INVESTIGATION and DOCUMENTATION PROCESS Report of Possible Workplace Violence Incident Occurs Preliminary Investigation and Documentation by Manager/Supervisor to determine if Workplace Violence Occurred If Workplace Violence Occurred determine whether medical attention or other immediate response required investigate immediately If Harassment or neither workplace violence or harassment Contact Human Resources Generalist for advice Complete Parklane Online Incident Report Submitted electronically to the Disability Management Section of Human Resources Implement temporary preventative measures Re-evaluate risk assessment and measures and procedures to determine if permanent changes are required 16

c) WSIB and MOL Notices Halton Region has a legislated obligation to report to the WSIB and the MOL as appropriate all incidents of workplace violence where an employee is disabled from performing his/her usual work, requires medical attention, or is critically or fatally injured. Refer to the corporate Work Related Injuries and Critical Injury policies and procedures for additional reporting and documentation instructions on Halton Central. 9. PERSONS WITH A HISTORY OF VIOLENT BEHAVIOUR Managers and supervisors are obligated to provide employees with information, including personal information, related to a risk of workplace violence from a person with a history of violent behaviour. a) This legislated responsibility is limited and applies only: to an employee who can be expected to encounter the person in the course of his/her work, and if the risk of workplace violence is likely to expose the employee to physical injury. The personal information is restricted to what is reasonably necessary to protect the employee from physical injury. b) In all cases when dealing with a person with a history of violent behaviour, the Employee Relations Section of Human Resource Services must be contacted. 10. REMOVAL OF A PERSON FROM THE WORKPLACE Any person, including a Halton Region employee, who uses physical force or attempts to exercise physical force that results or could result in a physical injury, or makes threatening statements or exhibits threatening behaviour against employees, visitors or other individuals while on Halton Region property shall be asked to leave the premises as quickly as safety permits, and shall remain off the premises pending the outcome of an investigation. Employees are not to attempt to physically remove an individual(s) 17

from the premises. If asking the person to leave the premises is ineffective and the conduct continues, the response process is: when the threat of physical harm is imminent, immediately contact security or police, or alert someone else to call, immediately contact your manager or supervisor, or designate, the manager or supervisor will immediately call security or police depending on the severity of the incident if not already called. If the conduct ceases, the manager or supervisor, depending on the circumstances that triggered the conduct, will make a determination if the person can remain at the workplace. 11. DOMESTIC VIOLENCE a) Halton Region must take every precaution reasonable in the circumstances for the protection of employees if it becomes aware, or ought reasonably to be aware, that domestic violence that would likely expose an employee to physical injury may occur in the workplace. b) Any employee who is the subject of or who suspects a fellow employee is the subject of domestic violence is encouraged to report the concerns to his/her manager or supervisor. c) If a manager or supervisor becomes aware of, or suspects, that an employee is the subject of domestic violence, the following procedure must be taken: i) Immediately report the situation to the applicable Human Resource Generalist. ii) Investigate with Human Resource Services to determine if domestic violence may occur in the workplace and would likely expose the affected employee, or other employees to physical injury. iii) Work with Human Resource Services, the affected employee, and other parties such as Legal Services, or police as required to develop a safe work plan for the affected employee. iv) Document all actions in a file marked privileged and confidential. 18

d) If the employee denies there is domestic violence or refuses to co-operate in the investigation or the development of a safe work plan, the manager and supervisor shall still investigate and develop a safe work plan to the extent possible to ensure the safety of all employees in the event that domestic violence occurs in the workplace. 12. REFUSAL TO WORK a) An employee can refuse to work or do particular work if he or she has reason to believe that he or she is likely to be endangered by workplace violence. b) Limited Right The right to refuse to work as set out above does not apply to Emergency Medical Services employees or employees at the three Services for Seniors Villages if: the danger is an inherent or normal part of the job, or the refusal would endanger the life, health or safety of another person. c) Refer to the corporate Refusal to Work Procedure on Halton Central for reporting and processing procedures. 13. NO REPRISAL Halton Region Violence in the Workplace Policy and Prevention Program strictly prohibits reprisals against an employee because he or she has brought forward a concern, has provided information regarding a concern, or has exercised their right to refuse unsafe work related to workplace violence in good faith. The Occupational Health and Safety Act, Section 50, strictly prohibits reprisals by the employer against an employee who has exercised their rights under the Act. Any employee who commits or threatens reprisal against another employee for following the Halton Region Violence in the Workplace Policy and Prevention Program in good faith may be subject to discipline, up to and including dismissal. 19

14. DISCIPLINE Any employee found to have engaged in conduct that violates this policy and program will be subject to discipline, up to and including dismissal. Allegations of acts of workplace violence are very serious. Complaints found to have been made frivolously for improper purposes will result in disciplinary action being taken against the complainant. 15. TRAINING and EDUCATION a) Corporate Training Under the Occupational Health and Safety Act, Halton Region must provide appropriate information and instruction to employees on the contents of the Violence in the Workplace Policy and Prevention Program. b) Program Specific Training Each Department, Division or Section will be required to provide additional information on specific measures and procedures as well as training on how to control the risks of violence based on the risk assessment. This training must include the following: how to summon immediate assistance, how to report incidents of workplace violence, how to use specific communication tools, and how to carry out the specific measures and procedures that are in place to protect them from workplace violence. c) Program Specific Training Frequency In determining the frequency of the Department, Division, or Section training, the following should be taken into consideration: the risks associated with the job tasks, whether there have been significant changes to the risks encountered, whether there have been significant changes to the specific workplace violence measures and procedures, 20

whether there have been changes or retrofits to the layout of the workplace, and if specific measures and procedures are not being followed, or employees are unaware of the measures and procedures. This specific training should occur every three years, or more frequently based on the factors noted above. 16. COMPLIANCE Appropriate disciplinary action may be taken for non-compliance of established legislation and health and safety policies and procedures to meet the due diligence intent of the Occupational Health and Safety Act. There is the potential for Ministry of Labour orders or fines for noncompliance. 17. APPENDICES Appendix A Workplace Violence Risk Assessment Form Appendix B Completing the Risk Assessment and Sample Appendix C Sample Site Specific Policy and Procedure 21

Workplace Violence Risk Assessment APPENDIX A This assessment tool has been designed to assess the risks of workplace violence pursuant to Section 32 of the Occupational Health and Safety Act (OHSA). Definition of Workplace Violence The OHSA defines workplace violence as follows: the exercise of physical force by a person against a worker, in a workplace, that causes or could cause physical injury to the worker, an attempt to exercise physical force against a worker, in a workplace, that could cause physical injury to the worker, a statement or behaviour that is reasonable for a worker to interpret as a threat to exercise physical force against the worker, in a workplace, that could cause physical injury to the worker. The OHSA requires that the assessment of the risks of workplace violence consider: the type of work performed, the nature of the workplace, the conditions of work and should consider the circumstances specific to the workplace and similar workplaces. Type of work refers to the activities workers perform and people (internal and external) with whom employees interact, such as health care. Nature of the workplace refers to the physical aspects of the workplace, whether it is a building, construction site, or vehicle, geographic location or client s home. This may include elements such as lighting, lines of sight, depth of counters, entrances, exits, layout and design of the workplace and objects that could be used to hurt employees. Conditions of work refers to other aspects such as hours worked, the surrounding environment, location of work (including mobile work) and work performed in isolation. Circumstances Specific to the Workplace refers to the higher risk activities and the protective measures and procedures already in place. The OHSA also requires that the risk of workplace violence should be re-assessed as often as is necessary to protect employees from workplace violence. For example, re-assessment should occur if the workplace is reconfigured or renovated; if there are significant changes in the type of work performed; if there are significant changes in the conditions of work or where a violent incident occurs in the workplace. A copy of all risk assessments must be submitted to the Occupational Health and Safety Section of Human Resource Services. Identification (please print) Department: Division: Section: Manager: Assessment Date: JH&S Committee: Date Reviewed by JH&SC: Supervisor(s): 22

PART A History of Violence (refer to Workplace Violence definition) 1. In the past 3 years, have there been incidents when employees in your section have experienced workplace violence? Yes No If yes, have incident reports been completed? Yes No If incident(s) have occurred, please provide brief summary details of each incident including occupational group, type of incident(s) and frequency. Complete details of each incident are not required. For example: Clients swearing and verbal physical threats Social Services weekly basis 23

A PART B Type and Conditions of Work Risk Level A B C Description This risk factor creates a significant concern for potential acts of Workplace Violence to occur. Incidents of violence occur on a daily or weekly or monthly basis. This risk factor creates a moderate concern for potential acts of Workplace Violence to occur. Incidents of violence occur on a yearly or less frequent basis. This risk factor creates a minimal concern for potential acts of Workplace Violence to occur. Incidents of violence have never occurred. RISK FACTORS and EXAMPLES Handling Cash or Valuables work with money or valuables handle cash in public environment deliver or collect items of value handle prescription drugs Not applicable Contact with Public work in the community attend residences or businesses work with/exposed to members of the public provide service, care, advice or education to potentially violent persons work in residential care setting make decisions which may adversely affect others work where alcohol is served Not applicable Working Alone limited access to communication tools work in isolated areas away from other workers work in remote worksite with public access work alone during or after normal working hours work alone in mobile workplace(s) work in other community workplaces on-call work alone situations Not applicable Transporting People and/or Goods public has physical access to driver/staff work in highdensity traffic routes Not applicable Security/Enforcement Functions perform security functions intervene in situations/manage security issues enforce security in public areas patrol alone or at night make decisions which may adversely affect others, such as inspection and enforcement duties make decisions which may elicit negative or confrontational response Not applicable Other Risk Factors List other types and conditions of work performed not identified above, such as: work during late evening work during early morning hours frequent overtime travel on Halton Region business travel to multiple work locations work night shifts 23

Column 1 Type and Conditions of Work Risk Factors (Use the chart above as a guide) Column 2 Job Positions Affected Column 3 Risks Identified Column 4 Controls Currently in Place Column 5 Recommendations for additional controls (include training and procedures etc) Assign a person to complete and target date for completion A Column 6 Risk Level Select A/B/C or indicate N/A (See above descriptions) 24

PART C Nature and Specific Circumstances of the Workplace A Risk Level A B C Description This physical component of the workplace creates a significant concern for potential acts of Workplace Violence to occur. Incidents of violence occur on a daily, weekly or monthly basis. This physical component of the workplace creates a moderate concern for potential acts of Workplace Violence to occur. Incidents of violence occur on a yearly or less frequent basis. This physical component of the workplace creates a minimal concern for potential acts of Workplace Violence to occur. Incidents of violence have never occurred. RISK FACTORS and EXAMPLES Parking Lot signage well marked (entrances, exits, security reminders) YES NO adequate lighting YES NO emergency alarms YES NO occurrence of theft/ vandalism YES NO pass card controls YES NO after hours parking YES NO video surveillance YES NO Perimeter (of the Workplace) proximity to businesses with high risk of crime (eg. bars, banks, shelters etc.) YES NO signs of vandalism/graffiti YES NO isolation from other buildings YES NO building shared with other buildings/service providers YES NO high crime area YES NO video surveillance YES NO possible hiding places YES NO Security System entry into building (i.e. controlled by use of access cards, keys) YES NO monitoring use of access cards and/or keys YES NO security system, cameras in place YES NO testing of security system YES NO signs posted indicating there is a security system in use YES NO security guards available YES NO emergency call buttons/systems in place YES NO Reception / Service Area visitors clearly visible to reception/ service clerk YES NO reception area/ service area the first stop for visitors YES NO reception area/ service area staffed at all times YES NO reception staff/ service clerks trained on protocols for dealing with unwanted visitors YES NO visitor policy to identify and escort visitors YES NO means of summoning immediate assistance YES NO security signs in place and highly visible YES NO 25

A barriers between employee and client YES NO adequate spacing across desk between employee and client YES NO other employees in close proximity YES NO area clear of items that can be used as a weapon YES NO hours of service clearly posted YES NO rules for visitors clearly posted YES NO Stairwells lighting (adequate, on/off switch) YES NO frequency stairs are used HIGH LOW accessibility (automatic locks, timed locks) YES NO potential for limited visibility within stairwells YES NO free of hiding places YES NO Elevators good lines of sight when entering/exiting elevator YES NO public access YES NO emergency phone or call button in each elevator YES NO response procedure for elevator emergencies YES NO Individual Offices/ Meeting Rooms furniture arrangement to allow for emergency exits YES NO furniture allows for safe distance between employees and clients YES NO ability to maintain a safe distance from others YES NO good visibility in and out of room YES NO telephone in each room YES NO separate interview/meeting rooms available YES NO alarm or panic button system in place YES NO objects that can be used as weapons YES NO Other Physical Components List other physical components of the workplace not identified above, such as: empty rooms that should be locked are YES NO locked hall doors YES NO recessed doorways YES NO single or minimal points of entry YES NO washrooms checked before building is vacated YES NO public use different washrooms YES NO 26

A Column 1 Nature & Specific Circumstances of Workplace Risk Factors (Use the chart above as a guide) Column 2 Risks or Issues Identified Column 3 Controls Currently in Place Column 4 Recommendations for additional controls (include training and procedures etc) Assign a person to complete and target date for completion Column 5 Risk Level Select A/B/C or indicate N/A (See above descriptions) 27

APPENDIX B Completing the Violence Risk Assessment The following steps will assist you with completing the violence in the workplace risk assessment. Please read the entire assessment through before beginning. 1. Review the front page to ensure that you understand the definitions of workplace violence, and the risk assessment criteria definitions, such as Type of Work. 2. Complete Part A give only brief details of the types and frequency of incidents of violence that have occurred in your area. For example: Aggressive clients frequently every 3 to 4 weeks o Verbal - weekly o Physical threats every 3 to 6 months 3. For Parts B and C follow the directions below, keeping in mind that this is a risk assessment for violence and not a job task analysis or JEQ not all positions will be affected and need to be noted. Part B- Type and Conditions of Work Mark the risk factor examples that are relevant to the work or functions completed in your area or at your site. If you identify specific risks related to the type of work, and conditions of work that are not listed, enter them under the Other Risk Factors examples section. Transfer these risk factors to the accompanying sheet under heading Type and Conditions of Work Column 1. Column 2 - Write in the job positions affected. Column 3 Enter the identified risks for the risk factor. Column 4 Enter the controls currently in place to reduce the risk. Column 5 Discuss any additional recommendations required to reduce the risk and enter in this column. Remember to assign this follow up to a specific person and a date for completion. Column 6 Rate the risk level for the risk factor and job position either A, B or C using the chart at the beginning of the each Part. 28

Part C Nature and Specific Circumstances of the Workplace Please note in this section that you are mainly marking a yes or no. Risk factors should be transferred to Column 1 of the accompanying page as necessary depending on the implications of a yes or no answer at your workplace. For each risk factor transferred to Column 1, identify the specific risks or issues into Column 2. In Column 3, write down the current controls in place for each risk factor. In Column 4, note all recommendations for changes for each risk factor, assign a person to complete the recommendation and the date for completion. Column 5 - Rate the risk level for the risk factor, either A, B or C using the chart at the beginning of the each Part. If you feel action should be taken but have no control over the workplace, surrounding areas or equipment, your actions would be the implementation of protocols to protect your employees. For Example: You have no control over the lighting in a parking lot but your staff work early morning or late evening hours and the lot can be dark. You would be required to implement a protocol to protect your employees, such as having employees move their vehicles closer to the building where there is better light at the end of the regular day shift when other employees have left. 4. On completion of the risk assessment, submit a hard or electronic copy to the Occupational Health and Safety Section. The Occupational Health and Safety Section will ensure that the appropriate Joint Health and Safety Committee receive a copy. If during the above process you identify other health and safety issues that need to be addressed, please take note of these in a separate document for review and resolution. Thank you for completing your violence in the workplace risk assessment. See following example. 29

PART B Type and Conditions of Work A Risk Level A B C Description This risk factor creates a significant concern for potential acts of Workplace Violence to occur. Incidents of violence occur on a daily or weekly or monthly basis. This risk factor creates a moderate concern for potential acts of Workplace Violence to occur. Incidents of violence occur on a yearly or less frequent basis. This risk factor creates a minimal concern for potential acts of Workplace Violence to occur. Incidents of violence have never occurred. RISK FACTORS and EXAMPLES Handling Cash or Valuables work with money or valuables handle cash in public environment deliver or collect items of value handle prescription drugs Not applicable Contact with Public work in the community attend residences or businesses work with/exposed to members of the public provide service, care, advice or education to potentially violent persons work in residential care setting make decisions which may adversely affect others work where alcohol is served Not applicable Working Alone limited access to communication tools work in isolated areas away from other workers work in remote worksite with public access work alone during or after normal working hours work alone in mobile workplace(s) work in other community workplaces on-call work alone situations Not applicable Transporting People and/or Goods public has physical access to driver/staff work in highdensity traffic routes Not applicable Security/Enforcement Functions perform security functions intervene in situations/manage security issues enforce security in public areas patrol alone or at night make decisions which may adversely affect others, such as inspection and enforcement duties make decisions which may elicit negative or confrontational response Not applicable Other Risk Factors List other types and conditions of work performed not identified above, such as: work during late evening work during early morning hours frequent overtime travel on Halton Region business travel to multiple work locations work night shifts 30

A Column 1 Type and Conditions of Work Risk Factors (Use the chart above as a guide) Column 2 Job Positions Affected Column 3 Risks Identified Column 4 Controls Currently in Place Column 5 Recommendations for additional controls (include training and procedures etc) Assign a person to complete and target date for completion Column 6 Risk Level Select A/B/C or indicate N/A (See above descriptions) Handle cash in public environment Clerical Assistant Program Co-ordinator Clients aware money exchanged. Front desk open to public. Carry cash to other areas in building. Robbery Assault Locked safe under counter Visible to other employees Accessible phone Security on site Customer Service and accessibility training Implement a system of no cash handling payments by Visa or debit only. assign project to someone and set a date for completion and enter the name and date to be completed by. Develop written protocols for emergency and evacuation response. assign project to someone and set a date for completion and enter the name and date to be completed by. C (Marked as C as no incidents of violence have occurred). Work with/exposed to members of the public All staff assault physical threats approaching visitors visible to staff phone accessible Security on site Customer Service and accessibility training Staff have approval to hang up phone with aggressive clients Develop written protocols for emergency and evacuation response. assign project to someone and set a date for completion and enter the name and date to be completed by. C 31

Established work schedules people aware of work schedules and contact information other people around at meetings A Working Alone during and after normal work hours work during late evening work during early morning hours frequent overtime Potentially all staff assault physical threats Security on site Main doors locked key card entry. Others also working in building Cell phones People aware of work schedule Develop a check in and out contact procedure. Conduct training session to advise all affected employees of the new contact procedure. Test the procedure on an annual basis. assign project to someone and set a date for completion and enter the name and date to be completed by. C 32

SAMPLE APPENDIX C Policy and Procedure Name -Use of Emergency Trouble Alarm - Subject: Use of Emergency Trouble Alarm (Panic Buttons) - Level: Divisional Approved By: Approval Date: Creation Date: Distribution: Departmental Management Team Date of latest revision: Next Review By: Review frequency: Responsible for review: Review by Legal: Annual Departmental Health & Safety Policy Committee No Policy/Procedure Statement: All employees will adhere to the established policy/procedure to reduce the risk of injury when in situations where they feel threatened and/or are in immediate danger of being physically harmed. Definitions: Emergency Trouble Alarm a piece of equipment, fixed or portable, used to summon immediate assistance in a physically threatening situation - also known as a panic button. V.R.F Violence Report Form - the Corporate form used to record specific details for all workplace incidents of violence. Workplace Violence a) The exercise of physical force by a person against a worker, in a workplace, that causes or could cause physical injury to the worker. b) An attempt to exercise physical force against a worker, in a workplace, that could cause physical injury to the worker. c) A statement or behaviour that it is reasonable for a worker to interpret as a threat to exercise physical force against the worker, in a workplace, that could cause physical injury to the worker. Steps/ Guidelines: Emergency Trouble Alarm Location: (INSERT ADDRESS) A stationary Emergency Trouble Alarm is mounted in the staff main office. Portable panic buttons are available for use by employees. These portable panic buttons will be stored in the top drawer of the filing cabinet located in the main office, where they will be locked up when employees leave at the end of the work day. When to wear an Emergency Trouble Alarm: The Emergency Trouble Alarm should be worn on the employee at all times when 33

working on site. As an additional precaution, when an employee is alone in the office, all doors must be kept locked and no appointments will be booked. When to use the Emergency Trouble Alarm/Panic Button to Summon the Police: The portable panic button will be activated when there is no escape or where escape is possible but appears difficult or dangerous from a person who is a danger to employee safety and/or when a crime is in progress. When escape by the employee becomes possible after the alarm has been activated, the employee will go to the nearest safe area in or outside the building notifying others along the way to also escape. What happens when the Emergency Trouble Alarm is activated: When the alarm is activated, the security monitoring company will immediately receive a signal and contact the police for assistance. When not to activate the Emergency Trouble Alarm: When a person is using profanity or directing verbal insults to an employee but there is no threat of physical violence, the employee should inform the person that their behaviour is unacceptable and must stop immediately. If the behaviour continues, the employee will advise the person that service can no longer be provided and that the appointment will need to be rescheduled. The occurrence must be reported to the supervisor and documented. If the person refuses to leave the office, the employee must inform the person that if they do not leave, the police will be contacted. If the person still chooses not to leave, the employee will call the police directly, or activate the Emergency Trouble Alarm depending on the circumstances of the situation. What to do if an Emergency Trouble Alarm has been activated accidentally or in error: When a false alarm occurs, the employee will immediately notify the security monitoring company. The security monitoring company s telephone number (1-905-) is noted next to the stationary Emergency Trouble Alarm. For the false alert to be cleared, the employee will need to provide the security monitoring company with the password as established by the office manager. Roles and Responsibilities: Supervisors must: a) Ensure employees are aware of, trained in and follow the procedure for the use of the Emergency Trouble Alarm. b) Ensure an Emergency Trouble Alarm is available to employees. c) Ensure a password is established for the security monitoring company. d) Complete a V.R.F., as required. e) Provide support and debriefing to the employees after an incident or potential incident. f) Immediately investigate all reported incidents and take appropriate action. g) Maintain documentation on all incidents or potential incidents. h) Ensure all employees at the location are aware of incidents that occur and the client(s) involved in case of future contact. i) Ensure panic buttons and security alarms are tested every 6 months. A record of the testing must be kept. Employees must: a) Follow the procedure for the use of an Emergency Trouble Alarm. 34