Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:9:p26
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 9 (pt 26/36)
Character Range: 173708–177059

training to workers so they are able to perform their role confidently and competently.
    -          Provide information on the standards of behaviour expected in the workplace, including the use of social media or other technologies.
    -          Train workers in how to deal with difficult customers, conflict resolution and
    -          de-escalation techniques, when and how to escalate issues to managers or supervisors, and procedures to report incidents.
    -          Train managers and supervisors on how to deal with difficult customers and conflict resolution when issues are escalated.
    -          Plan for regular handover and information exchange with workers, other agencies, carers and service providers.
    -          Understand client condition/disability/triggers/care and behaviour management plans.
    -          Ensure workers understand how to make a report, their right to representation and the support, protection and advice available.
    -          Make it clear that victimisation of those who make reports will not be tolerated
    -          Train key workers (contact persons) to receive reports and give support and advice.
Policies

    -          Implement appropriate workplace policies as part of managing WHS risks.
    -          Set, model and enforce acceptable behaviour standards for all people in the workplace. Foster a positive and respectful work culture where violence, aggression, harassment and bullying are not tolerated.
    -          As power imbalances and inequality increase the risk of gendered and sexual harassment, consider implementing policies and strategies to address gender inequality, lack of diversity and power imbalances at the workplace.
    -          For work-related events, reinforce workplace policies and behaviours expected of workers, ensure responsible service of alcohol policies are followed and that workers know who to turn to if they experience or witness inappropriate behaviour at the event.
    -          Avoid sexualised uniforms and ensure clothing is practical for the work undertaken.
    -          Act in a consistent manner when dealing with reports of violence, aggression, harassment and bullying, including providing sufficient and appropriate feedback to workers who have raised concerns.
    -          Allow workers to refuse or suspend service if people fail to comply with the expected standard of behaviour.
    -          Ensure processes and systems for reporting and responding to incidents are widely communicated and regularly reviewed.
    -          Provide supportive, consistent and confidential responses to reports.
Review

    -          Regularly evaluate work practices, in consultation with workers and their representatives, to see if they contribute to poor behaviours.
    -          Review control measures after incidents or changes in behaviour.
    -          Review and monitor workloads, staffing levels and time pressures.
    -          Collect de-identified details of all reports, including those that are not pursued formally by the complainant, to help you identify systemic issues at the workplace.

  Appendix C - Risk register

Location: Click here to enter text.
Date: Click here to enter a date.
Hazard                                               How frequently are workers exposed to this hazard?