Protecting Those Who Serve

Preventing Violent & Abusive Attacks

Agenda

• P1: Plenary
  Running time: 09:30 - 11:00
  
  Key figures address the major issues and help set the scene for the day's activities.
  
  Speakers
  • 09:30 : Alan Davies - Community Safety Programme Manager : Rail Safety and Standards Board

    Alan Davies joined the Rail Safety and Standards Board in 2002 and set up the Rail Personal Security Group. This is a cross-industry group of rail professionals from train operating companies, Network Rail, British Transport Police, Unions and government departments. The group has successfully launched several initiatives to raise awareness of the issues of assaults against rail staff, including a national poster campaign, promotion of DNA test kits, sharing good practice and staff training. The RPSG has also gained agreement with the Crown Prosecution Service, Procurator Fiscal and Association of Chief Police Officers that assaults against railway staff will be considered an aggravating factor when decisions to prosecute are taken. Alan also managed the production of SWeRVe (Stop Workplace Related Violence), a DVD for use in training staff in conflict management, and prepared a good practice guide for Train Operating Companies on applying for ASBOs.

  • 09:50 : Richard Hampton - Head of NHS Security Management Service : NHS Counter Fraud & Security Management Service

    Richard Hampton is the Head of Security Management at the NHS Counter Fraud and Security Management Service. Richard gained extensive investigation experience whilst working for 11 years as an investigation manager in the Charity Commission. Originally working for the fraud arm of the Counter Fraud and Security Management Service, Richard worked as a Quality Inspector helping to develop the Quality Assurance programme for local fraud work. Richard was project manager for the creation of the CFSMS as a Special Health Authority. Richard was Director of Quality and Research for CFSMS prior to his appointment as the Head of Security Management in January 2006.

  • 10:10 : Robert Baughan - Assistant National Officer - Health Group Lead on Health & Safety : Unison

    Robert has worked as a full time officer at UNISON since 1993, has been Lead Officer on health and safety issues within the health service since 2005 and between October 2007 and August 2008 has acted as UNISON's National Health and Safety Policy Officer. Robert has been a staff-side member of POSHH (Partnership for Occupational Safety and Health in Healthcare) since 2005 and also sits on NHS Security Management Services Strategic Implementation Group, the body responsible for improving security within the NHS. Robert also recently updated UNISON's guide on tackling violence and aggression in the workplace, titled 'It's Not Part of the Job' (click here to view document)

  • 10:30 : Mike Short - Vice President, Research and Development UK and Europe : Telefonica Europe

    MDA (Mobile Data Association) Director for Public Policy and MDA spokesman, Mike's career spans 32 years in Electronics and Telecommunications; his focus is on Third Generation cellular, Mobile TV and steering O2's Group Research and Development in mobile. He is also a member of the UK Home Office Internet Task Force, OSAB (Ofcom Spectrum Advisory Board) and has been chairman of the UK MDA since September 1998. He was appointed VP Technology for O2 in 2000, Visiting Professor at Surrey University in 2003 and Board Member University of Coventry in 2006. Mike is a Fellow of BCS/RGS/CIPS and a member of IET and the Royal Television Society.

• .: .
  Running time: 11:15 - 11:15
  
• A1: 'It's Just Part of the Job': Understanding and Working With Public Sector Workers' Attitudes to the Risks they Face
  Running time: 11:30 - 12:30
  
  Public sector workers are often in potentially dangerous situations, ranging from potential physical danger from clients to those facing environmental health and safety risks. Many see it as 'just part of the job' but these risks can be managed and reduced. O2 and Intrepid Consultants have recently collaborated on gathering some key insights into this intriguing area, which will be presented and discussed during this workshop. Their work involved using public sector workers observations in the field and consulting with some public sector decision makers to identify the key factors in ensuring the successful adoption of solutions to reduce risks and minimise any potential consequences to vulnerable public sector workers.
  
  Speakers
  • Liz High - Managing Director : Intrepid Consultants
  • Nigel Dean - Head of Business Development : Telefonica O2 UK
• A2: Health & Safety: A Legal Perspective
  Running time: 11:30 - 12:30
  
  Given the duty of care employers have to all their employees, what are the legal consequences of failing to protect your workforce? Using examples of current case law and tests of reasonableness this session will demonstrate how to prepare a risk assessment and put strategies in place to safeguard your employees and prevent litigation.
  
  Speakers
  • Stuart Armstrong - Senior Associate Commercial Litigation : McGrigors
• A3: Reducing Risk for Lone Workers
  Running time: 11:30 - 12:30
  
  Lone working is becoming increasingly prevalent, whether it’s mobile or location independent. How do you identify, reduce and, where possible, eliminate the risks of lone working? How do you use risk assessment, safety procedures, control measures, on-going training and use of technology (e.g. telephone contact, panic alarms etc) to achieve your objectives?
  
  Speakers
  • Bill Fox - Chairman : Maybo Ltd

    (Violence reduction specialists)

  • Charles Kimani-Hahn - Health & Safety Co-ordinator : Richmond Housing Partnership
  • Kelly Chester - National Manager : Skyguard Technologies Limited
  • Patrick Dealtry - Chair, British Standards Institute Committee developing lone worker standards, Operations Director : Skyguard Technologies Limited

    (Session Chair)

• A4: Methods of Protection
  Running time: 11:30 - 12:30
  
  With both anti-social behaviour and employee litigation on the rise, understanding methods of staff protection has never been more important. Using case studies we will consider: the financial cost of exposure and risk; how to define who's at risk and why, including risk types (physical/verbal v environmental hazards); how training and education can engender shared liability and dynamic risk assessment; the cost and impact of managing staff incidents; how risk can be reduced by providing discreet alarms, recording and efficient follow-up; how post-incident audio evidence can be used to take action against the perpetrator, improve staff training and aid in future risk assessment.
  
  Speakers
  • Chris Allcard - NHS Account Director : Connexion2 Limited
• B1: Risk Management Strategy
  Running time: 13:30 - 14:30
  
  There is a perception that violence and aggression is a part of some jobs. The thinking goes that we live in violent times and many workers have to deal with potentially violent people, often under the influence of alcohol and drugs and therefore it's inevitable that workers, especially those who serve the public, will become the victims of attack. In this presentation Robert Baughan will seek to refute this belief by arguing that if we consider danger as inevitable it will be seen as acceptable. He will also seek through case studies to show that by understanding and complying with health and safety legislation and the five basic principles of risk assessment, employers can do much to reduce the risk of their staff becoming victims of attacks.
  
  Speakers
  • Robert Baughan - Assistant National Officer - Health Group Lead on Health & Safety : Unison

    Robert has worked as a full time officer at UNISON since 1993, has been Lead Officer on health and safety issues within the health service since 2005 and between October 2007 and August 2008 has acted as UNISON's National Health and Safety Policy Officer. Robert has been a staff-side member of POSHH (Partnership for Occupational Safety and Health in Healthcare) since 2005 and also sits on NHS Security Management Services Strategic Implementation Group, the body responsible for improving security within the NHS. Robert also recently updated UNISON's guide on tackling violence and aggression in the workplace, titled 'It's Not Part of the Job' (click here to view document)

• B2: Protecting Your Employees: Protecting Yourself
  Running time: 13:30 - 14:30
  
  The mechanisms used to protect employees can create their own issues for employers. We consider how to ensure that you have clear policies on the use of surveillance based techniques (such as CCTV) and on monitoring telephone conversations, so employees and customers understand fully how they may be used for their protection. We also consider how to ensure there is standardised training on restraint methods across all organisations, both public and private, to protect both the individuals concerned and the organisation.
  
  Speakers
  • Martin Forshaw - Head of Police : Weightmans Solicitors
  • Penelope Marshall - Head of Local Government and Fire Litigation : Weightmans Solicitors
  • Simon Charlton - Local Government/Healthcare Associate : Weightmans Solicitors
  • Tony Yeaman - Head of Healthcare : Weightmans Solicitors
• B3: Effective Anti-Bullying Programmes
  Running time: 13:30 - 14:30
  
  A recent CIPD survey showed that 28% of public service employees experience bullying in the workplace from colleagues or managers. In 2008, a senior police officer defended himself against accusations of bullying by saying it was just part of the 'locker room' mentality at work. If we are serious about eradicating violence and aggression towards public sector workers, we need to start closer to home. This session will explore the psychological impact of bullying and examine practical ways in which organisations can challenge and change inappropriate behaviour, so Dignity at Work can take on real meaning.
  
  Speakers
  • Adrienne Heeley - Head of Work Life Services : Right Corecare
  • Kevin Friery - Clinical Director : Right Corecare
• B4: Technology’s Role in Protecting Staff
  Running time: 13:30 - 14:30
  
  It's not just a question of legislation and litigation; providing a safer environment for all your workers can help you to build an increasingly confident, motivated and enthusiastic workforce, with all the benefits this brings. This session will demonstrate how solutions can be carefully tailored to the needs of your individual organisation to ensure the safety and welfare of your workers, using existing, low-cost mobile technology ('phones, Blackberrys and PDAs operating over any network) or specifically designed devices to combine with monitoring services from an emergency response centre.
  
  Speakers
  • Eva Court - Head of Sales & Business Development : Vodafone Specialist Communications Ltd
  • Martin Worth - Director : Trackaphone
  • Ray Sherrington - Project Manager (Digital Challenge) : Sunderland City Council
• C1: Dealing With Phone Rage
  Running time: 15:00 - 16:00
  
  An opportunity to hear from the winner of 'Best Trainer' at the recent Contact Centre World Awards and leader of a pioneering training course changing the way call centre staff deal with difficult customers. By making the mental shift from 'victim' to 'controller', staff use their learned skills of analysing the situation to draw the caller into a reasonable frame of mind. The results have been immediate and effective - improved morale, fewer complaints, fewer calls having to be passed to team leaders and a recognition that the organisation has the welfare of its staff embedded into its culture (NB. This session will include the playing of a recorded telephone call which includes swearing.)
  
  Speakers
  • Alexis Farndell - Soft Skills Trainer : Student Loans Company Ltd
• C2: Managing Return to Work and Counselling
  Running time: 15:00 - 16:00
  
  Returning to work after any traumatic incident needs to be as seamless and stress-free as possible, or further absence may result. Using case studies, this session looks at the strategies which need to be in place, such as ensuring the same situation cannot recur, whether by a change of organisational process or change of role, returning interview, graduated return and re training. It also looks at the benefits of on-going counselling to identify and address the concerns of the returning employee.
  
  Speakers
  • Anne Payne - Executive Director : The Validium Group Ltd
  • Dr Wolfgang Seidl - Executive Director : The Validium Group Ltd
• C3: Lessons From the Retail Sector
  Running time: 15:00 - 16:00
  
  The British Retail Consortium’s Retail Crime Survey shows that in 2006 alone there were 16,200 reported incidents of physical violence on retail staff, while research by USDAW shows that threats of physical violence are a problem in 72% of stores and verbal abuse was a daily occurrence in over a third of stores. Hear case studies of how the retail sector is addressing these problems using a combination of efficient and effective reporting, risk assessment, networking and sharing of information, staff training, improved security and partnerships with local authorities and police, and how the lesson learnt can be transferred to other organisations and sectors.
  
  Speakers
  • Doug Russell - Health and Safety Officer : Union of Shop, Distributive and Allied Workers
• C4: Conflict Management Training
  Running time: 15:00 - 16:00
  
  How training employees in key strategies for coping in a hostile situation by engaging with and influencing the parties concerned will reduce personal risk and give the employee more effective communication skills and greater confidence.
  
  Speakers
  • Iain Henderson - Trainer : NHS Counter Fraud & Security Management Service
  • Jayne Saunders - Training Quality Manager : NHS Counter Fraud & Security Management Service

*Agenda, speakers & timetable subject to change or alteration.

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