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HRM_03_OHSOccupational Health

and SafetyPOLICY

Applies to: All staff, members, volunteers/students and contractors

Version: 3

Specific responsibility: Program Managers/ Supervisors

Executive Director

Operations Manager

HCC Board of Management

Date approved: 13 July 2018

Next review date: 2020

Policy context: This policy relates to the Health Consumers Council Strategic Plan 2017-2020Standards or other external requirements Work Safe Western Australia

Work Cover Western Australia

Safety Signs for the Occupational Environment.

Legislation or other requirements Occupational Health & Safety Act 1984

Occupational Health & Safety Regulations 1996

Worker’s Compensation & Injury Management Act 1981

Contractual obligations Department of Health Service Agreement

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Contents

1. Purpose.............................................................................................................................32. Statement of Commitment...............................................................................................33. Implementation of Policy Commitment...........................................................................34. Scope.................................................................................................................................45. Responsibilities.................................................................................................................46. Consultation and Communication Arrangements............................................................87. Occupational Health & Safety Risk Assessment...............................................................98. Emergency Evacuation Management.............................................................................109. Fire Safety.......................................................................................................................1210. Hazards...........................................................................................................................1311. Incidents & Injuries.........................................................................................................1612. First Aid...........................................................................................................................1613. Managing Challenging Behaviours.................................................................................1813.1 Procedures for managing challenging behaviour on premise..................................19

13.1.1 Reception / foyer..............................................................................................1913.1.2 Meetings............................................................................................................1913.1.3 Challenging behaviour on the telephone..........................................................2013.1.4 Tips for managing certain types of behaviours / issues....................................2013.1.5 Significant risk of self-harming..........................................................................2013.1.6 Delusions...........................................................................................................2113.1.7 Personality disorders including Borderline Personality Disorder (BPD)...........2113.1.8 Dementia...........................................................................................................2113.2 Staff training.............................................................................................................2113.3 Staff self-care............................................................................................................21

14. Occupational Health & Safety Issue Resolution.............................................................2215. Documentation...............................................................................................................22APPENDIX A – CONTENTS FOR A FIRST AID KIT.....................................................23APPENDIX B – AUSTRALIAN FEDERAL POLICE PHONE BOMB-THREAT CHECKLIST............................................................................................................................24


1. PurposeThe purpose of this policy is to establish and maintain an effective health and safety management system. The Health Consumers’ Council WA (HCC) is committed to implementing a structured approach to workplace health and safety in order to achieve a consistently high standard of safety performance.This policy will assist HCC in meeting its obligations in accordance with the Occupational Health & Safety Act 1984 and the Occupational Health & Safety Regulations 1996. This policy applies to all HCC employees, students, volunteers, members and to other persons at risk from work carried out at HCC workplaces.

Failure to comply with the requirements of this plan may lead to disciplinary action.

2. Statement of CommitmentThe Health Consumers’ Council WA (HCC) is committed to providing a workplace that enables all work activities to be carried out safely. We take all reasonably practicable measures to eliminate or minimise risks to health, safety and the welfare of employees, volunteers, students, members, visitors, contractors and anyone else who may be affected by our operations.We are committed to ensuring we comply with the Occupational Health & Safety Act 1984. We will also comply with any other relevant legislation, applicable Codes of Practice and Australian Standards as far as possible.

This Occupational Health and Safety Policy & Procedures document set out the safety arrangements and principles which are observed by HCC and its staff to ensure compliance with the OHS Act 1984 and to provide appropriate mechanisms for continuing consultation and management of OHS matters.

3. Implementation of Policy CommitmentHCC is committed to ensuring, so far as is reasonably practicable, the health and safety of its staff (employees, contractors, labour hire workers, students or volunteers) while they are at work, and that the health and safety of other persons (e.g. visitors) is not put at risk from our operations. This will be achieved by:

Providing and maintaining a healthy and safe work environment through the implementation of safe work practices, safe systems of work and the provision of safe equipment

Ensuring that workplaces under the control of HCC are safe, without risk to health, and have safe means of access and egress


Routine consulting in order to maintain effective and co-operative relationships between HCC and its staff, and with other persons, on health and safety in the workplace

Reviewing, through appropriate mechanisms, the effectiveness of the safety measures taken.

HCC’s commitment to providing safe and healthy working environments for its works includes:

Providing relevant, up-to-date OHS information to all workers on such matters such as workplace safety and their responsibilities

Providing expert assistance in OHS matters where necessary Providing instruction and/or training in work processes where appropriate Developing and implementing strategies which include workplace assessment,

hazard identification, and appropriate remedial action to eliminate or control hazards

Implementing and maintaining appropriate information and reporting systems

4. ScopeThe Scope of the Policy can be applied to: Injury and Incidents, First Aid, Challenging Behaviours, Emergency Plan and Evacuation Procedures Fire Safety and Hazards, in addition to any other incident requiring a response.

This Policy provides an effective means of assessing and communicating the nature and potential of an emergency condition as it arises and develops within the building. It provides pre-determined and delegated counter action procedures by which to safely control the emergency or evacuation responses to a threatening condition. To ensure that the orderly corrective action is initiated without delay, eliminate or minimise personal injury or distress to any occupant of the building during an emergency condition. And to restore the normal day-to-day activities of the building as quickly and as safely as possible.

5. ResponsibilitiesAs the duty holder, the Health Consumers’ Council WA must:

Ensure the health and safety of its workers and others in our workplace

Ensure the health and safety of other persons is not put at risk from work carried out as part of its operations


Provide and maintain a work environment that is without risks to health and safety

Provide and maintain safe equipment and structures

Provide and maintain safe systems of work

Ensure the safe use, handling and storage of equipment, structures and substances

Provide adequate facilities for the welfare of workers

Provide information, training, instruction and supervision

Monitor the health of staff and the conditions of our workplaces

Specific duties as a place of business also includes:

Record and notify Work Safe WA of any notifiable incidents arising out of the conduct of the business or undertaking

Ensure authorisations are in place for any high-risk work

Consult so far as reasonably practicable with workers, their representatives and Health and Safety Representatives on work health and safety matters.

5.1 The Chairperson and members of the Board

The Chair and members of the board, as officers, are responsible for ensuring that HCC complies with any duty or obligation under the OHS Act. This is achieved by these officers exercising due diligence, which means they:

Acquire and keep up to date knowledge of work health and safety matters

Gain an understanding of HCC’s operations and the hazards and risks involved

Ensure that appropriate resources and processes are provided to enable hazards to be identified and risks eliminated or minimised

Ensure that information regarding incidents, hazards and risks is received, considered and responded to in a timely way

Ensure that HCC has, and implements, processes for complying with its OHS duties and obligations

Verify the provision and use of the resources and processes listed above

This may include:

Having work health and safety as a standing agenda item for each Board meeting

Integrating OHS laws into everyday business through consultation with Managers and all staff


Developing a work health and safety management system framework, which will be reviewed as required by the Chairperson and Board members

Ensuring that OHS risk management is incorporated into all business activities and that hazard identification, risk assessment and control is an on-going process, including:

– development and maintenance of an OHS risk register

– development and maintenance of OHS policies and procedures

– ensuring an effective injury/incident reporting procedure

– ensuring appropriate processes are in place for OHS issues relating to contractor management

– ensuring that the procurement of any equipment takes into account OHS matters

– ensuring that regular hazard inspections of the workplaces occur

– ensuring that OHS is a standing agenda item at all staff meetings

– incorporating OHS updates and information into regular reporting provided to the Board by Program Managers

– ensuring that OHS issues are part of all training provided for staff, including induction

– ensuring that contractors and visitors to are provided with appropriate and reasonable OHS information at site entry, and

– ensuring that the work environment is a safe environment.

5.2 Executive Director

The Executive Director is responsible for ensuring that the Health Consumers’ Council’s OHS policies and procedures are implemented in the workplace. As an integral part of their normal duties, the Executive Director will:

Consult with staff on measures to protect their health and safety

Actively follow agreed safety practices and model positive attitudes towards health and safety matters

Arrange for staff to be instructed in healthy and safe systems of work and procedures and supervise the practice of safe working procedures


Notify the Chairperson and/or other members of the Board of all incidents, hazardous situations, dangerous occurrences or immediate risks to health and safety of any workers

Ensure that all staff, students, volunteers etc. are informed of this policy

Undertake consultation with all managers and staff on change that may affect their health and safety

Ensure that OHS is a standing agenda item at all staff meetings

Communicate OHS matters to the Chairperson of the Board.

5.3 Program Managers/ Team Leaders

Managers and leaders are responsible for providing a workplace that is, as far as reasonably practicable, safe and healthy workplace for workers and visitors, in particular in the areas of their control. This includes:

Modelling health and safety leadership

Demonstrating a commitment to good health and safety performance, by:

– talking about safety at regular meetings

– ensuring safe work procedures are followed

– reporting incidents, hazards and safety concerns promptly

– assessing task risk and not allowing an activity to continue until it can be controlled adequately

Fostering a strong work health and safety culture where worker input is valued

Actively support the identification of hazards and risks and the management of these

Proactively manage other duty holders (e.g. contractors), when required.

5.4 Employees

All staff must take reasonable care for their own health and safety while they are at work and take reasonable care that their acts or omissions do not adversely affect the health and safety of other persons. They must comply, so far as they are reasonably able, with any reasonable instruction given by the Executive Director, as well as co-operating with any reasonable policy or procedure which relates to workplace health and safety. On a day to day basis, this includes:

To the extent of the staff member’s control or influence over working conditions and methods, take reasonable care to work safely

Making sure that the work area safe when leaving it


Make proper use of all appropriate safeguards, safety devices and personal protective equipment

Follow agreed safe working practices and rules

Report all known hazards, accidents and incidents as soon as possible.

It is acknowledged that, in accordance with the OHS Act, a staff member may cease, or refuse to carry out work if they have a reasonable concern the work would expose the worker to a serious risk to their health or safety.

The OHS Act requires staff who cease work to notify the relevant manager that they have ceased unsafe work as soon as practicable after doing so. It also requires workers to remain available to carry out ‘suitable alternative work’. This would not however require staff to remain at any place that poses a serious risk to their health or safety.

5.6 Contractors

Contractors, sub-contractors and self-employed persons are defined as “workers” under the OHS Act if they carry out work in any capacity for. They are required to:

Comply with the requirements of the OHS legislation

Have in place work health and safety policies and programs required under State legislation (Work Safe WA)

Consult with about safety matters and comply with policies

Work safely and to include the safety of staff and visitors in their safety plans.

If any staff member believes that a contractor may be engaging in an unsafe work practice, they are required to report this issue to their manager

5.7 Visitors, Members, Volunteers

Visitors and other persons to HCC also have responsibilities to abide by our workplace safety rules and procedures. These responsibilities include to:

Take reasonable care for their own health and safety and for the health and safety of other persons

Comply with, so far as they are reasonably able, all reasonable safety directions provided by HCC staff

Sing in and out of the office in the visitors book

Report all safety related incidents to HCC staff

Ensure the adequate supervision of any accompanying children

Not bring or consume alcohol or illegal drugs at HCC workplaces


Not wilfully or recklessly interfere with HCC property

6. Consultation and Communication ArrangementsOpen communication between staff and managers is important to ensuring a safe workplace. Therefore, staff are encouraged to:

ask questions relating to OHS

bring up safety concerns

make recommendations regarding OHS

give regular feedback

become involved in evaluation of safety issues

It is important that staff help shape decisions about OHS particularly when:

identifying hazards and assessing risks

making decisions about ways to eliminate or minimise those hazards or risks

proposing business changes that may affect the health and safety of workers

Developing or changing job tasks or safety procedures.

All staff are encouraged to raise any work health and safety concerns they may have with their manager and/or Health and Safety Representative. If the issue identified remains unresolved, it should be raised directly with the Executive Director.

7. Occupational Health & Safety Risk AssessmentThe purpose of any OHS risk assessment is to ensure that, for any identified hazards, appropriate control measures are implemented to protect staff, contractors and visitors from risks to their health, safety and welfare. Each team manager is responsible for their team to be aware of these policies and procedures and ensure all incidents are recorded.

Control measures for OHS hazards should be implemented as required using the following hierarchy of control, in order of preference these measures relate to:

Elimination (removal of the hazard)

Substitution (substitute the hazard for something which is less hazardous e.g. replace a hazardous chemical with one with is not hazardous)

Isolation (isolate the hazard from people e.g. place a noisy piece of equipment in another location)

Administrative (e.g. provision of training, policies and procedures, signage)


Outcomes of risk assessments will be documented in the risk register and control measures reviewed at least annually or earlier should a task or activity be the subject of a OHS incident or a change of process or requirement. Current risk assessments will ensure that HCC achieves the goal of eliminating or minimising the risk workers may be exposed to.

The list of policies and procedures in place to manage workplace risk include:

RSK_01_RMP Risk Management Policy

ORG_06_COC Code of Conduct

HRM_00_EHB Employee Handbook

8. Emergency Evacuation ManagementThe following procedures have been designed to enable the safe evacuation of all occupants and it is essential that these procedures are actively supported and adopted by all staff. We all have an individual responsibility for not only our own safety, but also the safety and security of each other always.

8.1 Emergency Control ProceduresIt is impairable that staff are given adequate instruction as to their role in the event of an emergency. Specifically, appropriate response to Warden instructions in a time of emergency. It is the responsibility of all Wardens to disseminate emergency documentation, instruct and advise staff of the procedures to be taken in the event of an emergency. The responsibilities of the Wardens, during an Emergency, are: • Activate the manual emergency alarm Conduct an orderly evacuation of the building’s occupants to a safe place of assembly. • Assist Staff and Members of the public who require special assistance. • Assist Emergency Services. • Operate portable firefighting equipment in the building, if safe to do so.

IMPORTANT: It should be clearly understood that the primary duty of wardens is not to combat emergencies; but to ensure, as far as practical, the safety of the occupants and their orderly evacuation from the danger zone.

8.2 Assembly AreaThe location of the evacuation assembly area for this building is on the south side of Moore Street to the north of this office.


8.3 Evacuation outside of working hoursIf the EVACUATION ALARM sounds outside normal working hours, staff within the building should immediately leave their area and exit the building via the nearest emergency exit and proceed to the designated Assembly Area.

8.4 Wardens – indicative scope of dutiesThe Chief Warden during emergency situations is required to immediately activate the alarm, determine what emergency procedures should be implemented and bring the emergency control procedures promptly into operation. 8.4.1 The Chief Warden’s duty will be to assume control of the occupants of the building, from the time that an alarm is given, until the arrival of the emergency services.

Be sure to wear your Warden Identification – Cap and/or Vest if available Manually activate the evacuation alarm and manage the orderly evacuation of the

building. Keep Assembly Area Warden and Area Wardens informed of the situation. Liaise with attending emergency services on their arrival and provide all relevant

information. Obtain all clear from Officer in Charge of attending emergency service and stand

down Wardens on receiving the all clear. Reset or arrange reset of all equipment. The Assembly Area Warden during Emergency situations is required to proceed

immediately to the Assembly Area and take control. 8.4.2 The Assembly Area Warden’s duty will be to assume control of the Assembly Area, from the time that an alarm is given, until the emergency services give the ‘All Clear’.

Be sure to wear your Warden Identification – Cap and/or Vest if available On the Evacuation Alarm sounding proceed to the Assembly Area. Take visitor sign in book and staff list to check off people Keep the Chief Warden informed of the situation. Receive reports from the Chief Warden on progress of evacuation. Liaise with attending emergency services and provide all relevant information.

8.4.3 Area Wardens (Team Managers) will be appointed to carry out the emergency evacuation procedures for their area, generally, as directed by the Chief Warden. However,


Area Wardens have the authority to evacuate their area if they consider the situation to be life threatening. Area Wardens should

Be sure to wear your Warden Identification – Cap and/or Vest if available Familiarise themselves thoroughly with their area and note all exits and escape

routes. Know the location of passages, toilets, and storage rooms and other obscure areas.

Know the location of portable firefighting equipment. Be familiar with operation of equipment installed to assist in the safe evacuation of

personnel from the building. Be aware of any mobility, sight or hearing-impaired persons on their area. Ensure they know their evacuation route to their assembly area. Have area searched for signs of emergency and ensure all persons within their area

of the building are aware of the alarm and preparing to evacuate. On the Evacuation Alarm assemble any mobility-impaired persons in a safe area.

NOTE: A mobility-impaired person is a person with physical, mental or sensory impairment either temporary or permanent or who requires assistance during an emergency evacuation.

Evacuate personnel from immediate danger area to a safe location, and then proceed with the general evacuation of the area.

Ensure there has been a check of all areas including offices, toilets, and other areas. Proceed to assembly area and report evacuation complete to Assembly Area

Warden.

9. Fire SafetyPrevention of fire is as important as the development of efficient means of fighting it, and to this end all occupants, should be acutely aware of the need to avoid dangerous practices and the danger to life and property in the event of fire getting out of control.

All staff are encouraged to take note of, and bring to the attention of the Executive Director (ED) or person in charge of their area:

Any accumulation of litter, which may increase the danger of fire. The placement of furniture, decoration, equipment or any other item that might

impair access to the fire exits. Missing, defective or discharged fire extinguishers.


Defects in the buildings Early Warning System. Emergency Exit doors are kept shut except during use. The self-closing mechanism is

in operational order (the door should close automatically), and they are not held open by wedges etc.

Passages are kept free from obstruction. Emergency exit pathways are kept clear always and not used for storage.

The keeping of flammable liquids in office areas should be permitted only in special circumstances and only in minimal quantities.

9.1 Automated Fire Defence The building does not have an automated Fire Alarm system, therefore in a genuine emergency Fire Brigade response should be ensured by a phone call to ‘000’.

9.2 Manual Fire Defence Fire Extinguishers are situated throughout the building and a manual evacuation alarm is situated in the reception area.

10. Hazards10.1 Bomb ThreatsAll Bomb threats must be taken very seriously and be assessed by a competent person, familiar with the situation and nature of the threat. Bombs and other forms of hazardous items and packages are more prevalent than many people are aware. They range from a large vehicle parked adjacent to, or under a building filled with explosive, to a simple letter, matchbox or another device with a chemical incendiary. Threats and warnings are received in many forms, with the most common being via the telephone or e-mail.

10.1.1 ON RECEIPT OF THREAT (ALL PERSONS) Remain Calm. Obtain as much information as possible and record it. Attempt to determine the following:

o Where is the bomb? o When will it go off? o What does it look like?


Notify the Chief Warden, Manager and Police. Complete Bomb Threat Check List. (see Appendix B) Hand the bomb threat checklist to the Chief Warden, Manager, or, in their absence,

the Police on their arrival. Evacuate after the threat has been evaluated, and evacuation has been decided

upon. Evacuate using the ‘directed” evacuation route which has been checked and cleared. Take all personal belongings.

10.1.2 THE PERSON RECEIVING THE CALLDo not panic. Keep the caller on the line if possible and record the person’s comments word by word. Attract the attention of another staff member to assist, place the call on speaker so one person can respond and the other can take notes. An email should be sent to ALL STAFF informing them of an emergency.

Get another staff member to contact the Police on 9222 1111 or emergency services on 000, to report the threat and request the call to be traced.

“DO NOT REPLACE THE RECEIVER UNTIL REQUESTED”Anyone answering outside calls, on receiving a bomb threat should observe the following:

• Keep calm. • Keep the caller on the line if possible (DO NOT HANG UP). • Use the bomb threat checklist provided or writes down information obtained. • Obtain as much detail as possible about the bomb and its location. • Listen carefully for any background noises, speech mannerisms, accents etc that

might give a clue to the age, sex and location of the caller. • Do not discuss the call with other occupants of the building. • Immediately after the bomb threat, contact the Chief Warden/ Area Warden,

Executive Director and notify the police. • Advise the Area Warden/ Chief Warden and Executive Director of the call and what

the caller said along with what actions were implemented • Wait until directed by the Chief Warden to leave. • At this stage, care should be taken to avoid undue publicity of the threat. This is to

reduce panic or confusion from an unidentified hazard.

10.1.3 The SearchIf a search is required or directed, search public areas first, including emergency exit stairs, lift lobbies, reception areas, waiting rooms and hose reel cupboards.


Remember - you are looking for something that does not belong where it is. If you find anything suspicious- DON’T TOUCH IT DON’T MOVE IT! Report the suspicious object immediately to the Police and immediately evacuate

personnel from the Area using a checked and cleared evacuation route. Follow all instructions from the Police.

If a General evacuation is ordered you will proceed in the same manner as for a fire evacuation, and in addition, personnel should take personal belongings, briefcase, bags, purses, etc. with them.

10.1.4 Bomb Threat (AFTER HOURS) Should a bomb threat be received outside normal working hours, the recipient should report the matter to the police.

Alert other tenants occupying the building Check and clear the emergency evacuation route and then Evacuate. Do not re-enter until advised by police that it is safe to do so.

10.2 Earthquake Emergency ProceduresGenerally, the safest place to be is in the OPEN - away from buildings. However, if you are in a building when the earthquake strikes, you should NOT attempt to run from the building. Outside the building, you may be met with falling debris and power lines. It is much safer for you to remain in the building. Guidelines for earthquakes are as follows:

Remain calm. Move away from windows and outside walls. Keep away from bookcases and other furniture that may fall or slide. If possible, take cover under a desk from falling debris or move to an internal corner

of a room, sit down and protect your face and hands.

REMEMBER: DO NOT ATTEMPT TO RUN FROM THE BUILDING.

Once the tremor has stopped, look around for injured persons and reassure others in your area. The Chief Warden/ Area Warden should call the Executive Director into action, as soon as possible after the earthquake. The duties of this Executive Director will include:

Assessing injured personnel and the damage to property. Ensuring First Aid is given to those injured. Notification of the relevant authorities.


Shutdown of electrical power to appliances, if safe to do so. Initiating controlled evacuation through Area / Area Wardens and Deputy Wardens. It is important the Area Wardens account for all personnel normally occupying their

Area. Members of the public, in the building at the time of the earthquake, must be located and assisted

10.3 Civil Disorder & Illegal OccupancyIndustrial unrest, emotional international situations or unpopular decisions may lead to public demonstrations, which could threaten the security of a building. In all instances, please inform the Executive Director and Chief Warden.

10.3.1 Civil Disorder & Illegal Occupancy Responsibility Managers and Wardens should co-ordinate the response to an incident until the arrival of the Police to whom they should provide as much assistance as required. As soon as the Chief Warden is aware of a civil disorder occurring, in, or near, the building, the following action should be taken.

Notify Police and request assistance (Dial 000 and ask for the Police operator) Initiate the following actions:

Restrict entry to the building. Confine presence of demonstrators to the building perimeter if possible. Restrict actual contact between demonstrators and building occupants. Offices should be locked, cash, valuables and files secured. Windows blinds and curtains should be closed, and staff directed not to interact with

the demonstrators.

11. Incidents & Injuries11.1 Injury Management Steps for ManagementWhen information that a staff member has a Medical Certificate for a work-related injury is received or the staff member requests, HCC will provide the staff member with a workers’ compensation claim form.When a completed workers’ compensation claim form and the Medical Certificate is received from the injured staff member, HCC will send the documents to the insurer within three working days in accordance with the Workers’ Compensation and Injury Management Act 1981 (the Act).HCC will discuss the workers’ compensation claim with the insurer, to clarify any issues or concerns or request up-to-date information on HCC’s responsibilities in relation to the claim.


The Health Consumers’ Council will maintain close contact with the injured worker to check on progress and make arrangement for the worker to remain at work or return to work as soon as medically appropriate.If it is required, a return to work program will be established in consultation with the injured staff member and in accordance with the Act.

11.2 Injury Management Steps for Staff For a workers’ compensation claim to be processed, an injured staff member should give HCC a completed claim form and all medical certificates from the treating medical practitioner.Injured staff should maintain close contact with Health Consumers’ Council to provide information on their progress and participate in return to work activities in accordance with the Code. Any issues associated with a claim should be referred to Health Consumers’ Council, who will endeavor to resolve these issues or, where necessary, refer them to the approved insurer.

12. First Aid12.1 Medical EmergencyThe possibility of a medical emergency should be considered during a normal working day. Although not directly related to the operation of the building, management and staff must be prepared to take appropriate steps to assist the ill or injured. If any person is made aware of a medical emergency, they should: Dial 000 and advise Ambulance of details of the injured person. Providing the address and nearest cross street of the incident:

Dispatch a trained first aider to the scene, if available. Based on their training, the first aider should render assistance to the injured and make them comfortable.

If the injury has resulted from a fall. DO NOT move the person and where possible do not leave them unattended.

The first aider will remain with the injured person until despatched from the site by the ambulance or such other time as deemed necessary.

Send a competent staff member to the front of the building to assist attending emergency services get to the injured party promptly.

12.2 General First Aid


First Aid is defined as the immediate treatment or care given to a person suffering from an injury or illness until more advanced care is provided or the person recovers. The HCC has a first aid box in the staff room to address minor first aid, injuries and illness. All staff advised of this location on commencement of employment with HCC and must maintain accessible at all times. It is imperative that staff advise their Line Manager about any first aid needs that may require specific treatment in a medical emergency, such as severe allergies. This information is kept confidential and only provided to first aiders with the worker’s consent.

12.2.1 Providing First Aid Safely

Before providing first aid to an injured or ill person, first aiders should assume they could be exposed to infection. These procedures are established to avoid staff becoming ill and exposing others to illness when handling blood or body substances.

Procedures include: First aiders should wash their hands with soap and water or apply alcohol-based

hand rub before and after administering first aid. Ensure all surfaces and reusable equipment are clean before and after event Manage spills and handle and clean soiled laundry in a sanitary manner Dispose of waste immediately First aiders should also wear personal protective equipment to prevent contact with

blood and body substances, including disposable gloves

First aiders should be aware of what to do if they have accidental contact with blood or body substances, a sharps injury or contact with a person known to have a contagious illness. Any part of the body that comes in contact with blood or body substances should be washed with soap and water immediately. Prompt medical advice should be obtained.

12.2.2 Restocking and maintaining kits

Administration staff maintain the first aid kit (annually) and should: Monitor access to the first aid kit and ensure any items used are replaced as soon as

practicable after use. Contents are listed in APPENDIX A


Undertake regular checks (after each use or, if the kit is not used, at least once every 12 months) to ensure the kit contains a complete set of the required items (an inventory list in the kit should be signed and dated after each check)

Ensure that items are in good working order, have not deteriorated and are within their expiry dates and that sterile products are sealed and have not been tampered with.

Displaying well-recognised, standardised first aid signs will assist in easily locating first aid equipment and facilities. First aid signs may be constructed to suit individual requirements but should comply with AS 1319: 1994 - Safety Signs for the Occupational Environment.

12.2.4 Record-keeping

A record of any first aid treatment given should be kept by the first aider and reported to managers on a regular basis to assist reviewing first aid arrangements. This is recorded in the incident register \\10.16.160.11\shared\REGISTERS\Critical Incidents\Critical Incident_register.docx

First aid treatment records are subject to requirements under Health Records legislation.

13. Managing Challenging BehavioursAll staff will treat clients with equality, respect and dignity whilst also taking measures to manage challenging behaviour to safeguard against harm to self of others. The HCC will: Document reports of challenging behaviour in the client’s record in Customer

Relationship Management (CRM) database. Use a continuous improvement process to constantly review, evaluate and improve

challenging behaviour management plans. Support staff with a range of techniques and tools to assist them to appropriately

manage challenging behaviour by implementing strategies to minimise risk of harm. Support staff with opportunities for training on managing challenging behaviour in

general, dealing with specific population groups which may exhibit challenging behaviour (e.g. mental health consumers) and techniques for coping.

Provide staff with an Employee Assistance Program (EAP) Support personnel to debrief with one another following any type of challenging

incident. Maintain a contract security firm who can be accessed at the press of a button. Maintain automatically locking fronts doors. Maintain security coded internal doors


13.1 Procedures for managing challenging behaviour on premise

13.1.1 Reception / foyer Should a client exhibit challenging behaviour whilst in the HCC reception foyer, the HCC Receptionist/Administration Assistant (or any personnel present) may politely ask the client to calm down or sit down or employ de-escalation techniques. If the situation escalates he/she may ask the client to leave the office and return when he/she is feeling more able to have a calm conversation. Should the situation escalate again or in the case of an initial situation where violence or similar is threatened, the Receptionist/Administration Assistant should press the panic button located under the reception desk and attached to the left-hand side. The button is a direct line to HCC’s security firm who will call reception to check it was a genuine panic call. If indeed it was (i.e. not an accident or test), the Receptionist/Administration Assistant should ask the security company to ‘speak to Bob’. In case of immediate danger or a requirement for immediate assistance, a staff member, volunteer/student or contractor can always call the police on 131 444 and requested attendance.

NOTE: “Bob” is the code word for emergency situations

13.1.2 Meetings A personal panic alarm is provided for any/all staff to take into meetings and activate if they feel threatened or at risk. Personnel are encouraged to ensure they have the alarm when they have one on one meetings, when they are meeting a new advocacy case consumer for the first time or if they have a meeting with a client who has a history of challenging behaviour. The alarm can be sounded/activated by pulling the pin attached to the keychain out of the hole at the top. The loud noise should alert the rest of the office to an issue and staff hearing the alarm should head straight to the meeting room from which it is coming. The first respondent should enter the room (unless there is any obvious sign of danger) whilst another colleague is on standby to call the emergency services or instruct reception to press the panic button. In case of immediate danger or a requirement for immediate assistance, a staff member, volunteer/student or contractor can always call the police on 131 444 and requested attendance.

13.1.3 Challenging behaviour on the telephone If a telephone caller exhibits challenging behaviour, HCC staff can ask the person to calm down (or similar appropriate language) and give two warnings before hanging up. At the


first warning the client should be warned that HCC will hang up if behaviour doesn’t change and on the second warning say, “I am going to hang up now” and do so. Further information can be accessed in the Unreasonable Complainant Conduct Manual \\10.16.160.11\shared\ADMINISTRATION\Information\HOW TO GUIDES\Unreasonable-Complainant-Conduct-Manual-2012_LR.pdf

The same rules will apply to advocacy staff or any staff on a telephone call. In the case of advocacy staff, they may be in a position where they understand the client and their triggers better [than an Administration Assistant might] so they can try to mitigate this type of behaviour but if it does happen, they two can give two warnings and hang up.

13.1.4 Tips for managing certain types of behaviours / issues See also Individual Advocacy Policy \\10.16.160.11\shared\HCC POLICIES AND PROCEDURES\1. INTERNAL\9. SERVICES & ACTIVITIES\SAA_08_IAP_Individual Advocacy.docx

13.1.5 Significant risk of self-harming If an unknown caller mentions suicide or self-harm the person taking the call should immediately refer to LifeLine (13 11 14) or Samaritans Crisis Line (135 247) and explain to the caller, they would be best placed to help.

If the caller refuses the referral and/or is hard to get off the phone, HCC staff should use their best judgement to assess the risk. The next step is to ask if there is a friend or family member that can be called or offer to call emergency services as an alternative. The caller will need to give permission and provide contact details of a friend of relative or an address for emergency services.

If a known caller (i.e. an active advocacy case speaking to their advocate mentions suicide or self-harm, the HCC staff member should call an appropriate member of the treating team who can carry out a health check. If the HCC advocate feels there is a significant risk and potential immediate danger, he/she should call emergency services.

13.1.6 DelusionsDelusions are a symptom of a mental illness. They are false beliefs and misperceptions of reality. It is important to listen rather than challenge.

13.1.7 Personality disorders including Borderline Personality Disorder (BPD) Persons with BPD find it difficult to manage their emotions and thoughts which can result in difficulty maintaining relationships and at times, reckless or impulsive behaviour. Advocates


must be direct, clear and maintain appropriate and professional boundaries, they should try to stay calm and allow the client to feel heard, focusing on the emotions rather than the words.

13.1.8 Dementia Dementia may cause memory loss and cause confusion and issues with perception and judgement. Behavioural and psychiatric symptoms may also occur. Advocates should attempt to identify triggers and implement changes in communication to reduce these.

13.2 Staff training HCC provides staff with training in dealing with challenging groups or behaviours which is appropriate for their role. For example, reception staff may benefit from attending course(s) on telephone etiquette and compassion fatigue and advocacy staff may benefit from forums on working with people with BPD. Staff who identify a gap in their knowledge which is not being addressed by their Line Manager can suggest a course which might be of benefit at their annual performance review.

HCC management endeavour to leverage professional networks to offer [advocacy] staff with tips and tools in the form of workshops and lectures when possible.

13.3 Staff self-care The HCC considers the health of its staff, including mental health as central to being able to carry out its mission and purpose. Therefore, staff self-care, including breaks when needed and looking out for each other is welcomed and encouraged.

HCC’s Employee Assistance Program (EAP) is available and free-of-charge (maximum five (5) sessions per annum) for all staff to use. Details are provided to staff via the employee handbook and on commencement of work with HCC.

All HCC staff are encouraged to debrief whenever they are affected by client challenging behaviour and thus feel the need. In particular, if a staff member speaks to a suicidal caller, he/she should ask a colleague for a debrief immediately following the call.

The HCC Advocacy team, who by the very nature of their work are likely exposed to challenging behaviour more often than other staff, meet with a qualified counsellor for a group debriefing every six (6) weeks. This not only helps individuals get issues ‘off their chests’ but also allows for collaboration and discussion in regards the best ways to deal with challenging behaviour.


14. Occupational Health & Safety Issue ResolutionWherever possible, any OHS concerns will be resolved through consultation between staff, their representatives and/or their manager. If the concern cannot be resolved, then it can be referred to the Executive Director for resolution. Ultimately any issue remaining unresolved may be referred to the Board. Where the issue remains unresolved the default procedure for issue resolution set out in the OHS Regulations must be followed.

If reasonable efforts have been made to resolve an issue and it remains unresolved, any party to the issue can ask Work Safe WA to appoint an inspector to assist in resolving the matter.

15. DocumentationDocuments related to this policy

Related policies S:\HCC POLICIES AND PROCEDURES\1. INTERNAL\RSK_01_RMP Risk Management PolicyORG_04_COC Code of ConductHRM_00_EHB Staff HandbookSAA_04_IAP Individual Advocacy Program

Forms, record keeping or other organisational documents

S:\REGISTERS\Critical incident_registerS:\REGISTERS\RISK REGISTER\Risk Assessment ToolS:\REGISTERS\RISK REGISTER\Risk RegisterOmbudsman: Unreasonable Complainant Conduct ManualContents for First Aid Kit


Australian Federal Police Phone Bomb-threat ChecklistReviewing and approving this policy

Frequency Person responsible Approval

Every two (2) years Operations Manager Executive Director

Policy review and version tracking

Review Date Approved Approved by Next Review Due

1 February 2003 Board of Management 2005

2 February 2015 Board of Management 2017

3 July 2018 Executive Director & Risk Management Committee

2020

APPENDIX A – CONTENTS FOR A FIRST AID KIT

temKit

contentsQuantity

Instructions for providing first aid – including Cardio-Pulmonary Resuscitation (CPR) flow chart

1

Note book and pen 1Resuscitation face mask or face shield 1Disposable nitrile examination gloves 5 pairsGauze pieces 7.5 x 7.5 cm, sterile (3 per pack) 5 packsSaline (15 ml) 8Wound cleaning wipe (single 1% Cetrimide BP) 10


temKit

contentsQuantity

Adhesive dressing strips – plastic or fabric (packet of 50) 1Splinter probes (single use, disposable) 10Tweezers/forceps 1Antiseptic liquid/spray (50 ml) 1Non-adherent wound dressing/pad 5 x 5 cm (small) 6Non-adherent wound dressing/pad 7.5 x 10 cm (medium) 3Non-adherent wound dressing/pad 10 x 10 cm (large) 1Conforming cotton bandage, 5 cm width 3Conforming cotton bandage, 7.5 cm width 3Crepe bandage 10 cm (for serious bleeding and pressure application) 1Scissors 1Non-stretch, hypoallergenic adhesive tape – 2.5 cm wide roll 1Safety pins (packet of 6) 1BPC wound dressings No. 14, medium 1BPC wound dressings No. 15, large 1Dressing – Combine Pad 9 x 20 cm 1Plastic bags - clip seal 1Triangular bandage (calico or cotton minimum width 90 cm) 2Emergency rescue blanket (for shock or hypothermia) 1Eye pad (single use) 4Access to 20 minutes of clean running water or (if this is not available) hydro gel (3.5 gm sachets)

5

Instant ice pack (e.g. for treatment of soft tissue injuries and some stings). 1

Medication, including analgesics such as paracetamol and aspirin, should not be included in first aid kits because of their potential to cause adverse health effects in some people including asthmatics, pregnant women and people with medical conditions. The supply of these medications may also be controlled by drugs and poisons laws. Workers requiring prescribed and over-the-counter medications should carry their own medication for their personal use as necessary.

APPENDIX B – AUSTRALIAN FEDERAL POLICE PHONE BOMB-THREAT CHECKLISThttps://www.afp.gov.au/sites/default/files/PDF/afp-abdc-phone-threat-checklist.pdf


https://www.afp.gov.au/sites/default/files/PDF/afp-abdc-phone-threat-checklist.pdf