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Posted By Jane Ling
We are currently reviewing the panic alarms in our reception area and interview rooms (the organisation is a housing association). We have had conflicting advice on the best location for these and I would welcome views from this forum.
Option 1 - Pendant style hanging round neck of staff member.
Argument for: Visibility may deter aggressive/violent behaviour.
Argument against: Visibility may wind up person
Option 2 - Discreet panic alarm placed within easy reach of receptionist/interviewer.
Argument for: Discreet and will not alarm person, can summon help discreetly without raising emotions further.
Argument against: Possible for receptionist/interviewer to be distracted into moving away from alarm.
Is this a case of "Discretion is the better part of valour"?
Any views welcomed.
Jane
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Posted By J Knight
Hi Jane; this won't answer your question but it does have a fairly comprehensive list of people you could talk to as well as numerous case studies of relevance http://www.hse.gov.uk/violence/index.htm apologies if you've already seen it.
Me I'd go for discreet as anxiety and perceived threats increase the risk of violence, but I guess it does depend on the nature of the service being provided and the nature of the customers group, (not that I'm sitting on the fence on this one or anything...)
John
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Posted By Jonathan Breeze
I personally would go with discrete, as anything likely to set the adrenaline running is probably a bad thing.
Ideally you're staff should receive training on how to diffuse any situation before it escalates (not easy if you employ a passive aggressive receptionist!)
So we can add a third variable to the list - the nature of your employees.
Other than that, I'd go with what John says and sit on the fence.
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Posted By Robert K Lewis
Having had to deal with this situation for House Sales Reps I would disagree with the previous replies and go for the visible. It is surprising how often aggressors, often male, will maintain control if they recognise that controls are in place. The dummy camera also can work well if people are not aware it is a dummy.
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Posted By Mark Talbot
Why not both?
Visible to deter, discrete to allow help to be summond without raising the heat in the interview before help is available. It also combats the distraction or threat scenario.
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Posted By Bill Elliott
Either will depend on your local circumstances and the people you are dealing with. For some guidance you could log on to www.cfsms.nhs.uk - scroll down the page and click on "Not Alone" which will give you a publication to help you make up your own mind
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Posted By Jonathan Breeze
Bill makes a very important point.
House buyers are going to be a totally different kettle of fish to housing association tennants and the relationship between the various parties is also going to be completely different.
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Posted By Ron Hunter
Go for discreet. The visible ones, as well as being potentially inflamatory, can either be ripped away or else serve to strangle your employee if worn round the neck without a 'breakaway' cord.
Ensure a discrete coded response by those responding to alarms. Person at risk can ask respondent to (e.g.) "fetch me the red folder", as opposed to someone coming in 'guns blazing'.
Always ensure your employee sits nearest the door, doors would preferably open outwards. Test the system and response procedure regularly - make sure everyone knows what to do.
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Posted By Robert K Lewis
It is not the Homebuyers who are the major problem but the people who appear at the sales office because a woman is alone, apparently. I still think it best to let people know that you have access to immediate aid as it does seem to create some second thinking before they act.
Bob
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Posted By J Knight
With us its largely shoplifters and so on in our Charity Shops. One of the most important planks in out arrangements is to strongly discourage 'have a go' heroes, we'd rather lose a few second hand cardies than injure one of our volunteers.
Discrete or up-front really depends on your circumstances; customers in HA service departments may well be stressed and have poor coping skills, and it really is about keeping the temperature down,
John
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Posted By Jane Ling
Many thanks for all the replies.
I think on balance I will stick with the discreet fixed panic buttons. This will avoid housing officers either forgetting or refusing to take one with them.
There is also the issue of someone trying to strangle one of them with the pendant.
Jane
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Posted By Dave Wilson
Jane,
What is your emergency response criteria. We have found unless you have a quick and decisive response then forget it, both are an absolute waste of time if you do not have the 'actions' if someone presses the button. If the button is pressed and nothing happens why have the button?
The police turn up 1/2 hour or 4 hours after the incident, waste of time!
Staff need to know that help will come NOW as they need it! Just a thought.
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