Welcome Guest! The IOSH forums are a free resource to both members and non-members. Login or register to use them

Postings made by forum users are personal opinions. IOSH is not responsible for the content or accuracy of any of the information contained in forum postings. Please carefully consider any advice you receive.

Notification

Icon
Error

Options
Go to last post Go to first unread
Admin  
#1 Posted : 07 October 2004 10:08:00(UTC)
Rank: Guest
Admin

Posted By Murray S Graham
The organisation whom I work for is going through a period of reforming systems of dealing with application forms. It will require personnel to complete application or transfere information from the paper aplications whilst still using the phone.

Q. Is there any legislation/regulations for the use of telephone headsets?

Q. Is there a recommended length of time it can be worn and used? (Such as the DSE break periods).

In anticipation of your help, Thank you.

Murray Graham
Admin  
#2 Posted : 07 October 2004 10:15:00(UTC)
Rank: Guest
Admin

Posted By Andrew Gordon
Murray
Please see www.plantronics.com this will give you all the information you need, as far as I am aware, there are no legisaltions , it is all to do with "ergonomics".

Regards
Andy Gordon
Admin  
#3 Posted : 07 October 2004 10:55:00(UTC)
Rank: Guest
Admin

Posted By Emma Forbes
On a recent course, we were told to consider noise as a major factor when using telephone headsets. Apparently, you would be surprised at the levels of noise operators are exposed to. We don't use them here so I wouldn't be able to comment but maybe some other forum members have come across this?
Admin  
#4 Posted : 07 October 2004 11:52:00(UTC)
Rank: Guest
Admin

Posted By steve e ashton
Call centre staff and similar frequently wear telephone headsets for prolonged periods each day. There is no recognised time limit for wearing, and each user will have different tolerance for the equipment. Radio operators in the military would customarily wear their sets for a very long day....

There is a debate about whether a single ear or double ear 'phone is best... the single ear set permits staff to hear what's going on around them, to socialise with their neighbours, and generally feel less isolated when using the equipment.

The double headset reduces distractive noise when using the equipment, which can be important when the caller may be less than coherent or loud enough (try NHS 24 call centres, the police or ambulance for example...) or if the receiver has any hearing impairment. My advice would be to offer both types, and allow the users to select the type which most suits their own preference.

One particular hazard associated with use of headsets / earphones is known as 'acoustic shock'. Headphone wearers can be exposed to surprisingly and worryingly high levels of sudden noise - if someone drops the microphone or telephone handset on the desk for example whilst you are listening at the other end, or if the system develops 'feedback'.

HSE research on the subject appears to indicate that previously understood mechanisms for calculating noise induced hearing loss may not be applicable where the noise is generated very close to the ear. Its very difficult to get accurate noise level measurements inside the ear canal, and the noise inside the canal does not always reflect the noise that would be assumed from 'simple' calculation. The following extract comes from a 2001 HSE/LA paper on call centres - I haven't done any trawl for more recent research:

“Acoustic shock: An acoustic shock incident is defined as a sudden increase in high frequency noise transmitted through a headset. It is usually caused by interference on the telephone line. Although call handlers may be shocked or startled by the noise, exposure to these unexpected acoustic events should not cause hearing damage as assessed by conventional methods. However, emerging evidence suggests that exposure to these acoustic incidents, at levels much lower than is traditionally associated with hearing damage, is giving rise to other symptoms. Further work on acoustic shock is ongoing. Call handlers should be encouraged to report to management exposure to all acoustic shock incidents or any other abnormally loud noises. Management should make a record of these reported events.”

Electronic filters are available to minimise the power output through headsets, but as far as I understand it there are no generally recognised volume or response-time standards for the manufacturers to work to.

Another potential issue is hygiene and cleanliness. Earphones should be personal issue, and must be regularly cleaned with a suitable disinfectant to minimise risk of disease - ears can become sweaty when covered by earphones, and the accumulated material is a good breeding ground for bacteria and moulds unless properly cleaned (the same goes for earmuffs of course).

Hope this is of some help.

Steve
Admin  
#5 Posted : 07 October 2004 18:59:00(UTC)
Rank: Guest
Admin

Posted By Laurie
I seem to remember a recent case where a policewoman (I think) won some compensation for hearing loss caused by this very thing.

Sorry I can't be more specific, or suggest a possible search area. Police Federation maybe?

Laurie
Users browsing this topic
Guest
You cannot post new topics in this forum.
You cannot reply to topics in this forum.
You cannot delete your posts in this forum.
You cannot edit your posts in this forum.
You cannot create polls in this forum.
You cannot vote in polls in this forum.