Posted By Sean Fraser Paul, I recall that the DSS had identified the exact opposite - they believed that by having a physical barrier between the client and the advisor, they were subconciously reinforcing the image of a distant uncaring government that demeans people and would therefore be more likely to trigger violent responses in frustrated or bewildered clients, thereby increasing the demand by staff for more extreme conditions which then created further negative impressions, and down the spiral goes. Also, by boxing in staff and keeping them separate from clients, they created a perception that every client was a danger and this in turn created a beleagured mentality - there but for the grace of God go I. Instead, they wanted scrap the barriers and open out the layout and create a more welcoming, civilised environment where, by not treating every client as a potential criminal, they would make violent behaviour much less acceptable and hence a rarer occurrence that become more self-limiting. The practical application of psychology. Unfortunately, this doesn't help those who are on the front line and in danger of a violent attack right now. A tricky issue. Preferably, I would consider effective training for all staff in anger management techniques (over and above customer service training), so they can spot the danger signs early on and to calm a situation before it gets out of hand. I would also suggest a good support system where if they signal for assistance, it is provided. I'm not sure what the legal stance would be on providing training in restraining violent persons - although I would advocate it, there are increased dangers of litigous claims and possible criminal charges (he hit me! said the aggrieved armed robber) so check with your insurer first, 'cos if they ain't happy perhaps you shouldn't do it. The staff need the right training to identify the warning signs and deal with them effecitvely, but they must have the assurance that if they need support, it will be provided immediately. The message needs to be made with the client that violence is completely unacceptable as a negotiating tool. Also, I would endorse prosecution of ALL violent attackers - again, reinforce the message. I'm not sure of the outcome of the DSS story. Perhaps the TUC can help you - it was probably UNISON or prehaps Amicus that was involved. I do know that our Manpower offices in Aberdeen are all open plan and ordinary desks, with use of dedicated computer terminals to allow for job searches etc.. Clean, bright - and most of all, non-threatening. Probably doesn't help you with your original question, but anyway . . .

Posted By Paul Leadbetter Paul Screens, etc. cannot be regarded as PPE; the PPE Regs say that PPE is something worn or held by the person being protected. Paul

Posted By Stuart C Paul, There are a number of control measures which could be used, the extent to which you go obviously dependant on the significance of the risk. Suitable design and planning of interview areas being a key factor, but also the communication of information about those service users who may be potentially violent. If you have information relating to past aggressive behaviour this should dictate how the individual is interviewed in future. e.g two members of staff in the interview. In effect it may be appropriate to have client based assessments. Appropriate selection and positioning of furniture is important. Some organisations have the luxury of two or three "interview" rooms available which have gradually increasing levels of security. This gets away from making every client feel like a criminal. You should also consider fitting alarm systems into rooms. Training in de-escalation and break away techniques may be appropriate but I would suggest that restraint would not be. This requires thorough training, and regular use and monitoring of the techniques and even then often leads to injury to staff appropriate design of offices and training to allow staff to disengage and escape is preferable.

Posted By Jeff Manion May I recommend visiting. http://www.violenceatwork.co.uk Jeff Manion, MIOSH, MRSH, MIIRSM, www.groveservices.co.uk