APPENDIX 1: Use of Mobile Phones

Use of Mobile Phones

Where provided, a mobile phone should always be kept as fully charged as possible at all times.

The employee should ensure that they know how to use the mobile phone properly through familiarising themselves with the instruction manual.

A mobile phone should never be relied on as the only means of communication.  Lone workers should always check the signal strength before entering into a situation where they are alone.  If there is no signal, the lone worker should contact their manager or a colleague ahead of a visit stating their location and the nature of the visit, along with an estimate of the time they think they will need to spend at the location.  Once the visit is completed they should let their manager or a colleague know that they are safe.

Emergency contacts should be kept on speed dial as this will accelerate the process of making a call to raise an alarm.

The phone should never be left unattended but should be kept close at hand in case an emergency arises.

The use of a mobile phone could potentially escalate an aggressive situation and the lone worker should use it in a sensitive and sensible manner.

Code words or phrases should be agreed.  They should be used to help lone workers convey the nature of the threat to their managers or colleagues, so that they can provide the appropriate response, such as involving the police.

The mobile phone could also be a target for thieves and great care should be taken to be as discreet as possible, whilst remaining aware of risks and keeping it within reach at all times.

Mobile phone use should be kept to a minimum and used in emergency situations only and in implementing the lone worker policy, e.g. calls from supervisors or calling ahead of a visit where there is no signal. Non-urgent calls should be made when the member of staff returns to their base.

What else can you do if you feel attack is imminent?

• Use your voice to make lots of noise.  Shouting an instruction like ‘call the police’ makes it very clear to anyone within earshot that you are in danger and need assistance
• Try diversion techniques.  Doing something unexpected can confuse an attacker and give you a chance to get away.  Some of the suggestions that may work are pretending to vomit or pretending to see someone and calling out for help.  Thinking about what you would do in advance will help you to think more clearly in an emergency situation
• People often think that sounding an alarm will bring people to their aid.  This may happen but do not rely on it.  The aim of the alarm is to assist you to get away.

Use of public transport

• Where possible wait for transport at a busy stop or station that is well lit
• Try and sit near the driver of the vehicle or in an aisle seat
• Familiarise yourself with the emergency alarm on the vehicle and sit near it
• Avoid empty upper decks on buses or empty train compartments
• If threatened by other passenger/s inform the driver or guard.

Use of vehicles

• Items such as bags, cases, CDs or other equipment should never be left visible in the car
• Always hold the vehicle keys in your hand when leaving the premises in order to avoid looking for them outside which could compromise personal safety
• The inside and outside of the vehicle should be checked for possible intruders before entering
• Once inside the vehicle all doors should be locked especially when travelling at slow speed and when stopped at traffic lights
• Always try and park as close as possible to your location
• At night, park in a well lit area and facing the direction in which you are leaving
• If driving alone, especially after dark, do not stop even for people who may be in distress or requiring help.  Stop as soon as is practical and safe to do so and contact the emergency services as appropriate
• If followed, or if in doubt as to whether you are being followed, drive to the nearest police station or manned and lit building such as a petrol station to request assistance
• Use your car horn to attract attention or help if needed
• In the event of a breakdown, where it is safe to do so stay in your vehicle, put on the hazard lights and call for assistance.

Travelling by foot

• Plan your route before hand to avoid going through underpasses or taking short cuts through areas which may be less safe, e.g. parks, especially after dark
• Walk briskly if possible and physically able to do so and do not stop in areas that are unknown to you, e.g. to look at a map or ask for directions.  Instead go to a ‘safe’ place such as a petrol station or shop and ask for directions
• If you think you are being followed, trust your instincts. Cross the street; if you are still being followed head for a busy area
• Avoid using mobile phones overtly in any area.  If it is necessary to use your phone or respond to a call/text message, where possible do this in a safe place such as a shop
• Remain alert to people around you and stay in the centre of the footpath facing in the direction of oncoming traffic
• Hold bags under your arm with the clasp close to your body. Do not wear rucksacks over your shoulders as they make it easier to be pulled to the ground
• Do not wear earphones.  Always be aware of your surroundings and make sure you can hear if someone is behind you and shouting to you
• If someone attempts to steal your belongings or company property you should relinquish the property immediately without challenge
• Consider keeping your house keys and mobile phone separate from your handbag
• Wear sensible low heeled footwear with non-slip soles
• Where possible, avoid overtly displaying valuables on your person such as jewellery or mobile phones
• Try not to stop at cash point machines
• Avoid passing groups/gangs of people who may be under the influence of drugs or alcohol
• Carry a torch in the dark.

Use of taxis

• Wherever possible, a taxi should be booked in advance from a reputable company
• If no taxi has been booked, you should go to the office of a reputable taxi company or go to a recognised rank to hail a cab
• Never use an unlicensed mini cab
• Sit in the back behind the driver’s seat and have a mobile phone readily accessible
• Do not give out personal information to the driver.

Cycling

• When cycling avoid unlit areas and quiet roads
• Secure the bicycle near premises in a well lit area if possible
• Always hold the bicycle lock keys in your hand when leaving the premises in order to avoid looking for them outside which could compromise personal safety
• Have front and rear lights fitted on your bicycle and use them when dark
• Avoid making repairs to your bicycle in isolated areas – where possible, push the bike to the nearest safe place, e.g. petrol station, guarded car park to make repairs
• If someone attempts to steal your bicycle you should relinquish the property immediately without challenge.

During home visits

• Ensure that you have as much information as possible on the client and the client’s home environment prior to the visit so that risks can be assessed
• Ensure that you carry an ID badge and be prepared to identify yourself
• Carry out a ’10 second risk assessment’ when you first arrive at the premises and the front door is opened
• If you feel that there is a risk of harm you should have an excuse ready not to enter the house and arrange for an alternative appointment
• Make sure that when you enter the home that you shut the front door behind you and make yourself familiar with the door lock in case you need to make an emergency exit
• Wherever practical, avoid being in a situation where the householder is between you and the exit.

Dealing with animals

• If there is a known problem with animals at a particular address or location, the occupants should be contacted and requested to remove or secure the animals before arrival
• If you are confronted by an aggressive animal on a first visit to a client’s address you should not put yourself at risk.  If necessary you should abandon your visit and report the incident to your manager
• If a request to remove or secure the animal has provoked a negative reaction, all possible efforts should be made to ensure the situation is managed and de-escalated.  Should hostility become evident alternative arrangements should be made.

Staff working alone within a department outside office hours

From time to time staff, including on call staff, may need to carry out their work outside normal office hours, such as weekends and evenings. The following precautions must be taken to ensure that your health and safety continues to be protected:

• Where work is not scheduled or routine e.g. evening or weekend service, inform security on arrival at a site or in advance of your intention to work.  This is to ensure your safety and ensure that alarms are not set off unintentionally
• If you are working at weekends or very late at night, let a friend or relative know your whereabouts and the time that you are expected back.  Contact them at regular intervals to verify that you are OK.  If you change your plans let your contact know immediately
• Ensure that all windows and doors are secured to prevent unauthorised access to make the working environment as safe as possible
• Do not open the doors to any strangers no matter what identification they  show
• Make sure that fire escape routes are available to you and not locked (as may happen outside working hours)
• Do not use lifts at these times, as you may become trapped inside and be unable to gain assistance or attention
• Should the fire alarm activate whilst you are in the office alone, you must leave the building immediately by the nearest fire exit
• Ensure you have access to a phone in case you need to call security or the police
• Park as close to the building as possible in a well lit area.