Managing violence and aggression​

It is important that no matter the working environment, your organisation is prepared for when violent or aggressive incidents occur.

Managing violence and aggression is a multi-step process. It involves preventative measures such as risk identification and management, risk assessment, processes for responding to violent or aggressive behaviour, investigating incidents and the roles and responsibilities of workers, clients and management committees.

Workplace violence and aggression includes actions that could physically or psychologically harm another person, taking place in a service environment. This includes situations where workers or clients are threatened, attacked or physically assaulted in a service delivery setting.

To assist organisations to develop comprehensive processes to prevent and manage violence and aggression in the workplace, BNG has developed a  multi-step policy template.

The policy template includes organisational principles such as:

  • Deeming aggression and violence as unacceptable forms of behaviour
  • Not tolerating aggression and violent behaviours of staff, clients, volunteers
  • Recognising responsibility to ensure a safe environment;

The policy also addresses environmental risks such as ensuring ease of access and exit to and from buildings, as well as client and staff risks such as substance  abuse and dementia and delirium.

Find the following template in the SPP Reading Room:

  • Policy: Managing Violence and Aggression

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SPP has been a great resource for understanding and mapping Standards, preparing for Audits and also sourcing resources for policy development. I would recommend it to other organisations to complement their quality and compliance work. Information can be easily shared, and evidence gathered to support all work done.
Community mental health service provider, Victoria
I like the speed and ease of SPP, I love how it maps multiple standards. It’s so convenient, I couldn’t imagine the nightmare to do the work manually. The templates are great for gap analysis. SPP resource templates are great for implementing new policies in the office and for what we do day to day.
Large provider of settlement services to immigrants, New South Wales
I have found the SPP system amazing. It provides a structured way to work through the standards and then provide a succinct report on the evidence being provided for a surveyor to view how we meet the standard. I used this in our recent accreditation survey, the auditor was very impressed, AND we are now accredited for ISO 9001. Thanks again. A great system.
Provider of diverse range of health programs, Queensland
We really like SPP. We use the resources in the Reading Room and couldn't have passed our accreditation with flying colours without SPP.
Advocacy, support and education provider, Australian Capital Territory
Everything is going well with SPP. It’s helped us through three lots of accreditation over the past nine months plus some internal auditing, so I’m very glad to have had it to assist us through the processes.
Large regional multi-service provider, Victoria