Embed Size (px)
Citation preview
Wells Fargo Insurance Services
Workplace ViolencePrevention and ResponseMichelle Cross, ARM, CPE, CBCPSenior Vice President
November 18, 2009
Wells Fargo Insurance Services
Wells Fargo Insurance Services
Wells Fargo Insurance Services
Wells Fargo Insurance Services55
The Facts
Wells Fargo Insurance Services
What is Violence?
Actions exerted for the purpose of violating, damaging or abusing Physical and non-physical
Wells Fargo Insurance Services
Just the threat of violence can render a company inoperative.
There is no work without employees.
Wells Fargo Insurance Services
Nature of Violence
Offensive language
Obscene phone calls
Harassment
Threats
Intimidation
Assault
Rape
Shooting
Stabbing
Suicide
Wells Fargo Insurance Services
Magnitude
In 2007:
16,840 violent incidents at work (causing lost time)
In 2008:
794 homicides (16% occupational fatalities)
Wells Fargo Insurance Services
Study 2005
7,361,560 establishments reported violent incident in prior 11 months
Criminal, Customer, Co-worker, Domestic
Impacts
Absenteeism Insurance claims Turnover Fear levels Morale
Wells Fargo Insurance Services
Accident Ratio Study
Deaths
Aggravated Assault - Robbery, Rape
Simple Assault
1
420
1,480
Wells Fargo Insurance Services
Victim-Offender Relationships
Employment relationship
Personal relationships (real or perceived)
Recipient of goods/services/care
No relationship
they just want what you have, or
they want you to stop having it
Wells Fargo Insurance Services
Note: Detail may not add to totals because of rounding. *Fewer than 10 sample cases.”
Victim Offender Relationships
Intimate
Other relative
Acquaintance – Coworker
Stranger
Wells Fargo Insurance Services
“Typical” Offender
History of violent behaviors Little or no criminal record Fascination with weapons Unstable work history Alcohol / drug abuse Family / marital problems Poor relationships at work Loner – socially isolated Demonstrated emotional / mental instability Works in high pressure setting White male 30s and 40s
Wells Fargo Insurance Services
Wells Fargo Insurance Services
Victim-Offender Relationship
Wells Fargo Insurance Services
Escalating Behaviors
Warning Signs
Inconsistent work patterns
Attendance problems
Behavior changes
Stress in personal life
Paranoia
Blaming others
Obsessive interest in coworker
Predicting harm to others
Intimidating/outlandish behavior
Testing limits of acceptable behavior
Wells Fargo Insurance Services
Motivation for Violent Behavior at Work
Criminal behavior
Firing/layoff
Prejudice
Personal problems
Romantic obsession
Dissatisfaction with company
Interpersonal conflict
Anger about disciplinary action
Wells Fargo Insurance Services
Factors Increasing Risk of Violence
Management’s failure to fulfill commitments
Poor labor-management relations
Inconsistent rules and discipline
Ineffective grievance procedures
Perception of employees as tools
Unclear goals and expectations
Poor relationships with co-workers and supervisor
Wells Fargo Insurance Services
Wells Fargo Insurance Services2121
The Planning
Wells Fargo Insurance Services
Prevention Begins with Planning
Create WPV policy statement
Assess and control hazards
Fair/Confidential HR Policies
Proactively manage stress
Report/investigate all incidents
Train/educate staff
Manage aggressive behavior
Wells Fargo Insurance Services
Should include:
Policy Statement
Zero tolerance for all forms of WPV
No weapons
Procedure for reporting and investigating
Define consequences for WPV
No reprisals for reporting violence
Senior management endorsed and supported
Wells Fargo Insurance Services
Physical Security
Lighting (inside and outside)
Communications (phones, alarms, emergency phone numbers)
Security personnel (trained professionals)
Surveillance equipment
Controlled access
Limited access areas
Wells Fargo Insurance Services
Sample Rings of Protection(US Chemical Industry)
Wells Fargo Insurance Services
Fair & Confidential HR Policies
Hiring process
Background/reference checks
Supervisor/manager training
Discipline, termination techniques/policies
Substance abuse policies
Layoff/downsizing preplanning
WPV incident handling
Conflict resolution procedures
Wells Fargo Insurance Services
Managing Stress Proactively
Planning for layoffs, downsizings, restructuring
EAP available to all staff
Integrity hotlines
Wells Fargo Insurance Services
Training
People skills
Conflict resolution
Aggression management
Performance reviews
Disciplinary procedures
Hiring/interview process
Termination process
Wells Fargo Insurance Services2929
The Response
Wells Fargo Insurance Services
Emergency Response
Shelter in Place vs. Evacuation
Track employees
Evacuation outside building
Sheltered / safe location
Drills
De-escalation
Wells Fargo Insurance Services
Community Based Relationships
Establish relationships
Police
Emergency responders
Fire Department
Coordinate response
Wells Fargo Insurance Services
Wells Fargo Insurance Services
Crisis Communications
First Priority is Emergency Communications
Protect Employees
Methods
Alarms / Signals
Differ by event
Automated messages
Wells Fargo Insurance Services
Crisis Communications
TRAINED Spokesperson
Timely communications
Media
Families
Customers
Regulatory Agencies
Scripts
Rehearse
Wells Fargo Insurance Services
Wells Fargo Insurance Services
Business Continuity Plan
Violence is a crisis event
Make sure BCP addresses human-centric events
Disruptions to operations
Employee Concerns
Possible Crime Scene
Unable to access job site
Wells Fargo Insurance Services
Summary
People tend to view WPV incidents as instantaneous occurrences, however, there are typically many opportunities to interrupt the progression leading to the incident.
WPV is a risk that can usually be controlled IF management is willing to invest the time, effort & resources necessary to do so.
When WPV occurs, activate crisis plans immediately
Wells Fargo Insurance Services3838
Thank you!
Michelle Cross
617-204-2529
© 2009 Wells Fargo Bank, N.A. All rights reserved. For public use.
