Workplace violence is any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the worksite. It ranges from threats and verbal abuse to physical assaults and even homicide. It can affect and involve employees, clients, customers, and visitors. However it manifests itself, workplace violence is a major concern for employers and employees nationwide.
Nearly 2 million American workers report having been victims of workplace violence each year. Unfortunately, many more cases go unreported. Research has identified factors that may increase the risk of violence for some workers at certain worksites. Such factors include exchanging money with the public and working with volatile, unstable people. Working alone or in isolated areas may also contribute to the potential for violence. Providing services and care, and working where alcohol is served may also impact the likelihood of violence. Time of day and location of work, such as working late at night or in areas with high crime rates, are also risk factors that should be considered when addressing issues of workplace violence. Among those with higher risk are workers who exchange money with the public, delivery drivers, healthcare professionals, public service workers, customer service agents, law enforcement personnel, and those who work alone or in small groups.
Scope
All workplaces are at risk from violence of one type or another. Some workplaces, especially service organizations, are at greater risk than others. This does not mean that the situation should be viewed as futile. Like any other occupational hazard, most acts of workplace violence can be prevented if companies are willing to face the problem head-on.
Key definitions
- Muggings: Aggravated assaults, usually conducted by surprise and with intent to rob.
- Physical assaults: Attacks ranging from slapping and beating to rape, homicide, and the use of weapons such as firearms, bombs, or knives.
- Threats: Expressions of intent to cause harm, including verbal threats, threatening body language, and written threats.
- Workplace violence: Any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the work site. It ranges from threats and verbal abuse to physical assaults and even homicide. It includes any act, occurring either on company premises or during the performance of work-related duties, that:
- Threatens the safety of an employee and/or customer.
- Affects the health, life, or well-being of an employee and/or customer.
- Results in damage to company, employee, or customer property.
Summary of requirements
While OSHA does not have specific requirements, the agency expects employers to keep employees safe. Recommendations include:
- Assess the risk. The risk factors for violence vary from situation to situation depending on location, size, and type of workplace. Common risk factors include:
- Maintaining large quantities of cash
without the use of drop safes
- Working alone
- Poor environmental design
- Inadequate security
- Lack of staff training and policies for preventing and managing crises with potentially volatile customers
- Drug and alcohol abuse
- Access to firearms
- Unrestricted movement of the public
- Poorly lit corridors, rooms, parking lots, and other areas
- Develop a safety and health program. Employers should develop a safety and health program that includes management commitment, employee participation, hazard identification, safety and health training, and hazard prevention, control, and reporting. Employers should evaluate this program periodically.
- Establish a zero-tolerance policy toward workplace violence. This policy should cover all workers, patients, clients, visitors, contractors, and anyone else who may come in contact with company personnel.
- Develop a procedure for employees to report concerns. It is critical to ensure that workers understand that all claims of workplace violence will be investigated and remedied promptly.
- Use engineering controls as feasible. These controls can include: developing emergency signaling, alarms, and monitoring systems; installing security devices such as metal detectors to prevent armed persons from entering the facility; installing other security devices such as cameras and good lighting in hallways; providing security escorts to the parking lots at night; placing curved mirrors at hallway intersections or concealed areas; providing staff restrooms and emergency exits; installing enclosed cashier stations, deep service counters or bullet-resistant and shatterproof glass enclosures in reception or cashier areas; and arranging furniture and other objects to minimize their use as weapons.
- Use administrative controls. These can include: Designing staffing patterns to prevent personnel from working alone; restricting the movement of the public behind cashier stations; and developing a system for alerting security personnel when violence is threatened.
- Train workers: Conduct mandatory training for employees to learn, at a minimum, the following
items:
- How to recognize the earliest stages of a possible assault;
- How to avoid or mitigate potential violent encounters (including some words that non-English speakers may use to help de-escalate an assault);
- How to seek refuge/assistance if violence
appears imminent; and
- How to use restraint and/or release techniques.
- Establish a comprehensive program of medical and psychological counseling and debriefing for employees experiencing or witnessing assaults and other violent incidents.
- Provide reliable means of communication to employees who may need to summon assistance. One possible means of communication is the use of two-way radios.
