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7. Training, education and information for staff, supervisors, managers and others

Training and Staffing Issues

Well-trained and experienced staff are essential to deliver quality patient or client care.

All employees entering this sector should receive relevant and adequate training both at entry (induction) and at regular intervals as relevant. Training should also reflect the nature of incidents reported in that unit (see monitoring) and should cover aspects of self-protection and self-preservation, including reminding the employee of their right to refuse dangerous work.

Staff rosters should be made up of adequate numbers of trained staff to cover needs, including emergency response planning, for all shifts. Staff considerations such as physical strength, fitness and gender mix should also be considered. It is strongly recommended that such training occur initially (on induction) and at regular intervals thereafter.

Suggestions - Training for All Staff

Training in the management of workplace violence should be undertaken before exposure to potential hazards and followed by refresher training within the first year. (New employees are most at risk of workplace injury).

Provide training for all staff that covers:

• The workplace violence prevention policy
• Risk assessments, including identification of risk factors
• Non-injurious break-away techniques
• Grievance management, processes and techniques
• Self-defence, for use in extreme circumstances where there is no alternative response
• Recognition of early warning signs and appropriate ways to respond to them
• Ways to diffuse volatile situations or aggressive behaviour
• Responses to violent situations need to be tailored to individuals and specific circumstances
• Progressive behaviour control methods and safe methods of applying restraints, ensuring that practices are consistent with (for example) NZS 8141: 2001 Restraint Minimisation and Safe Practice and any related sector standards
• Summoning emergency help
• Policies for reporting incidents and events and taking part in investigations
• Discussion about how employee behaviour may promote violence
• Information on treatment facilities for injured workers
• Responsibilities and rights under the Health Information Privacy Code (HIPC).

Training for Supervisors, Managers and Health and Safety Representatives

Provide information, education and training for supervisors, managers and health and safety representatives that covers:

• Competency in policies and procedures to do with violence
• Identifying when employees' performance or behaviour indicates the presence of stress or likelihood of violence
• Support for injured employees, including providing advice and assistance as necessary which may include counselling, alternative duties, Employee Assistance Programme, etc
• Creation of a supportive environment
• Give staff knowledge of specialist support resources for difficult situations and provide peer support
• Provision of debriefing systems
• Staff rostering issues and emergency response planning.

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