Lone Working Policy - SchoolsOnline - Swindon Borough Council

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3.4.4 DO take off your neck-tie, necklace and other jewellery which could cause injury ifviolence occurs.3.4.5 DO consider sitting down. This is less aggressive, however may leave you morevulnerable, be able to escape quickly.3.4.6 DO try to maintain a relaxed posture.3.4.7 DO stay aware of your own feelings and reactions to those of your customer. Youare then more able to adjust your own responses to reduce the risk of violence.3.4.8 DO listen to a customer's thoughts and feelings and communicate that recognition.3.4.9 DO, if possible, remove yourself and your customer from a group if the group'spresence is exacerbating things. It is harder to back down in front of peers.3.4.10 Do be aware of any drugs (prescribed/illegal), alcohol or solvents which a customermay have taken or be taking.3.4.11 DO consider any previous known confrontations between employees and yourcustomer.3.4.12 DO try to remain reasonable, only attempt to put limits on the customer's behaviourif you think it will be effective.3.4.13 DO remove yourself immediately you feel that a customer is about to attack you.3.4.14 DO call the police as soon as possible if threatened with violence or attack.3.4.15 DO lock doors and windows in buildings and vehicles to prevent an aggressor'saccess to you.3.4.16 DON'T touch a potentially violent person to try to eject them or to prevent damageto property.3.4.17 DON'T move suddenly as sudden movement may alarm the customer.3.4.18 DON'T be physically overbearing.3.4.19 DON'T point at the customer.3.4.20 DON'T put either yourself or the customer in a corner. Make sure that you eachhave exits and that either of you can back down without losing face.3.4.21 DON'T get into a verbal battle or feel or act as if you always have to win a point.3.5 Use of Physical RestraintIn very exceptional circumstances, physical restraint may be necessary. It shouldonly be considered if all other attempts to prevent violence have failed and themember of staff has received appropriate training, and should not be undertaken byRef; COP LONE Issue 1, DMar2000 Always refer to intranet for latest version 8
lone workers. Only minimum and reasonable force may be used in order to restrainand calm a customer.4 SAFE WORKING ARRANGEMENTS4.1 Lone workers face particular problems and some of the issues which need specialattention when planning safe working arrangements are as follows:4.2 Can the risks of the job be adequately controlled by one person or are morepeople necessary?4.2.1 Lone workers should not be exposed to significantly more risks than staff who worktogether. Precautions should take account of normal working conditions andforeseeable emergency situations e.g. fire, equipment failure, illness and accidents.Identify all places where people work alone and ask:4.2.2 Does the workplace present a special risk to the lone worker?4.2.3 Is there safe access and exit for one person. Can one person safely handle anytemporary access equipment which is necessary such as portable ladders andtrestles?4.2.4 Can all plant, substances and goods involved in the work be safely handled by oneperson? The work may involve lifting objects too large for one person; more thanone person may be necessary to operate essential controls for the safe running ofequipment.4.2.5 Will cash be handled and will there be any risk of violence?4.3 Is the member of staff medically fit and suitable to work alone?4.3.1 Check that the lone workers have no record of medical conditions which make themunsuitable for working alone. Seek medical advice from the Council's MedicalAdvisor. Consider both routine work and foreseeable emergencies which mayimpose additional physical and medical burdens on an individual.4.4 What training is needed to ensure proficiency in safety matters?4.4.1 Training is particularly important where there is limited supervision to control, guideand help in situations of uncertainty. It may be critical to avoid panic reactions inunusual situations. Lone workers need to understand fully the risks involved in thework, the necessary precautions and be sufficiently experienced. Service Areasprocedures must set limits to what can and cannot be done while working alone.The Service Area procedures should specify how to behave in circumstances whichare new, unusual or beyond the scope of training - they must state when to stopwork and when to seek advice from their manager.4.5 How will the member of staff be supervised?4.5.1 Although lone workers cannot be under constant supervision, it is still the managersresponsibility to provide appropriate control of the work. Supervision complementsRef; COP LONE Issue 1, DMar2000 Always refer to intranet for latest version 9
Page 1 and 2: Code of PracticeNo 2onLone WorkingI
Page 3 and 4: SWINDON BOROUGH COUNCILCODE OF PRAC
Page 5 and 6: 1 VISITING CUSTOMERS & CLIENTS AWAY
Page 7: 3.2.4 Exhaustion or stress in staff
Page 11 and 12: 5.2 Arrangements for the delivery a
Page 13 and 14: APPENDIX 1RISK ASSESSMENT IS REQUIR
Page 15: If during darkness - walk briskly d

Lone Working Policy - SchoolsOnline - Swindon Borough Council

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