Australia Model Code of Practice: Managing Psychosocial Hazards at Work B3: Appendix B: Set safe work systems and procedures for harmful behaviours

Safe work systems are administrative controls to be used with more effective ones. Communication: check in with workers working in the community or away, clearly define jobs and ask for feedback, tell clients and customers that violence, aggression, harassment and bullying are not tolerated, manage expectations about services, and put up signs. Procedures: ban or refuse service to people with a history of poor behaviour or add protective measures where service is necessary, offer alternatives to face-to-face contact, set procedures for dealing with harmful behaviour from customers or clients, limit cash and valuables, use face shields where spitting is a risk, avoid working alone with pairs or escorts, supervise and support new and young workers, carry out situational risk assessments before visiting clients' homes, provide enough workers at peak times, rotate customer-facing tasks and give breaks, encourage workers to keep records and screenshots of online or phone abuse, assess and plan for clients with a history of aggression with qualified people, reduce waiting times, encourage escalation of problem calls and reporting, and provide accessible reporting routes.