Issue link: https://blog.providence.org/i/1541294
Tips on situational awareness: • Trust your instincts if something does not feel right. • Always remain aware of your surroundings. • Never isolate yourself with anyone whose behavior causes you concern. • Keep an open path to an exit. • Be aware of potential weapons or hazards. Signs of escalating behavior: • Extreme frustration and increasing belligerence • Intimidation, harassment or bullying • Abusive language and inappropriate yelling • Destruction of property belonging to the organization or to someone else • Signs of domestic violence or stalking • Possession of a firearm or other weapon(s) • Talk of harming others or of using weapons to harm others Ways to handle a violent interaction: • Treat the escalating individual with dignity and respect. • Listen actively for context and understanding. • Speak clearly and directly but softly. Do not argue with or challenge the person. • Communicate delays and plans to swiftly address the concern. • Acknowledge the person's feelings. Speak sincerely. • Recognize inappropriate behaviors. Ask respectfully for the person to stop these behaviors, e.g., "I will be able to help you, but I will ask you to sit down so we can discuss the matter," and "I can help you, but I will ask you to lower your voice and not yell or threaten me." If you experience, witness or become aware of an incident that may be considered workplace violence, report it to Security and/or the house supervisor immediately! Even if you're not sure whether it qualifies as workplace violence, report it. Security and/or the house supervisor will address the immediate threat and collect information required for follow-up and reporting, as required by Cal/OSHA. See Something? Say Something! Providence is committed to providing a safe, secure environment. We will not tolerate any act of violence toward patients, guests or caregivers. To effectively prevent and respond to workplace violence, we rely on caregivers to report any incident or condition that creates an unsafe, hostile or uncomfortable work environment. If you're the victim of workplace violence, including bullying, you need to report it. We have resources to help you cope with and resolve the situation. Don't be afraid to report it. We will not tolerate any form of reprisal against you if you report an incident. Providence takes every report seriously. We conduct prompt, thorough investigations. (We report incidents to Cal/OSHA as required per regulations.) Depending on the incident, follow-up may include: • Development of a security plan • Law enforcement involvement • Caregiver support • Corrective and/or disciplinary action against the abuser Contact your local security department for immediate assistance. A security officer along with someone from Employee Health, Risk Management and/or Human Resources will talk with you to finalize the investigation, create an action plan and provide support. Provider Education Training Manual 26 |