Working at external locations

Home » Hazards / Risks » Working at external locations

Working at External Locations encompasses two main areas, working in the homes of clients and working in public areas.  The information in this section should be read in conjunction with Manual Handling and Violence sections. 

Disability service workers often confront additional risks when working in public places and in client’s homes, as these environments are less predictable than centre-based environments.  Use the Working at external locations risk assessment checklist to check that all risks are being addressed.

A third area where staff work in external locations is when staff perform grounds maintenance as part of supported employment.  Attached is a sample grounds maintenance handbook which may be useful for these situations.

WORKING IN CLIENT’S HOME

Working in a client’s home is a common and significant part of many services provided by workers in the disability industry.  The homes of clients are workplaces whenever an employee is present during work hours.  Consequently organisations and workers have workplace safety obligations under the Occupational Health and Safety Act NSW 2000 (OHS Act) and Occupational Health and Safety Regulation 2001 (the Regulation).  Unlike centre-based service settings, a client’s home is not directly controlled by the employer.  Even so, many simple practices can be implemented to ensure the safety of workers.  A home visiting policy is recommended as well as procedures implemented for situations where a support worker is trapped in a client's home.

HOME ASSESSMENT

Thorough client and home assessments will assist in the identification of risks and minimise the likelihood of injury for workers.

Services should conduct an off-site check either over the phone or at their headquarters before an initial home visit.  Before commencing services important issues need to be considered such as access to the premises, whether the service user lives alone, and if there are any pets.  It is important to ensure all relevant information about the environment in which the service will be conducted has been obtained.  It is good organisational practice to ensure the responsibility for this environmental (or home) assessment rests at a supervisory or managerial level.

Assessments of service users’ homes should be done formally and documented using a consistent checklist preferably by more than one staff member.

Although the responsibility for assessment would lie with management, the worker or workers most likely to be providing support should participate in the initial home visit and assist with the home assessment.  Workers can anticipate safety issues and identify issues they believe pose the greatest risk.

 

WHAT DO YOU INCLUDE WHEN CONDUCTING A HOME ASSESSMENT?

A home assessment is a risk assessment to identify health and safety risks found in the physical aspects of the home in addition to the individual client assessment.

When working in a client’s home injuries may result from:

Outside Home/Inside Home:

  • Slips, trips and falls (for example, are pathways level? Are there loose mats? And are stairs in good condition?)
  • Electrical Safety (for example, is the house fitted with an electrical circuit breaker? Are electrical appliances in good order?)
  • Equipment available in home (for example, is the washing machine in good working order?)
  • Infection Control (for example, are food preparation areas clean?)
  • Chemicals (for example, are household cleaning products stored safely and labelled?)

Other areas (this assesses and considers other important aspects of supporting clients in their own homes):

  • Do staff skills match client needs?
  • Manual Handling (for example, transfers of the client from bed to wheelchair)
  • Client initiated violence or violence initiated with others such as family members (for example, is there a known history of aggression?)
  • Vehicle suitability if transport is a component of the support being provided.
  • Workplace location (for example, is the service to be provided in an isolated location?)

Once the assessment has identified the hazards and assessed risks in the client’s home, the next step is to eliminate or reduce those risks.  Hazards should not be seen as barriers to clients receiving services.  Often ingenuity and lateral thinking by all concerned is required.  Solutions do not always have to be expensive and elaborate.  If the likelihood of injury is high, or the risk could cause a severe injury, eliminating or controlling the hazard should be a high priority.

Frequent, simple solutions can be found to control hazards identified in a home assessment.  The assessment may identify a number of electrical appliances with frayed power cords.  Negotiations about service delivery could include the client replacing or repairing damaged appliances which are required in providing support.  It is important to explain safety issues and the need for repair or replacement of damaged appliances to the prospective client.  Some organisations provide appliances for workers to use in the course of their work.

In situations where home modifications might be needed involving a significant cost to the home owner practical short term solutions need to be considered if a client or the client’s carer initially refuses these modifications.  In these circumstances, management needs to negotiate with the client and carer and discuss possible consequences of not performing the modifications required.

Organisations should provide their workers with portable residual current devices (RCD) when working with electrical appliances.  This type of practice should never replace the need for workers to visually check all electrical equipment for faults such as frayed cords or scorched plugs.  If any fault is identified the equipment should not be used and the issue addressed by a supervisor and the client.

Remember – Thorough client and home assessments will assist in the identification of hazards and minimise the likelihood of injury to workers.

Tips for home visits

When providing support in an individual’s home, irrespective of the disability or support option, there are a number of key points that can be considered as tips for working in the client’s home (Community Services Safety Pack WorkCover Section 3).  Also see the WorkCover publication "An OHS Pocket Guide to Working at External Locations"

Before the Visit

  • Make sure the office knows where you are going
  • Leave the following information:
    • Name and address of who you are visiting,
    • Time and length of visit
    • Agreed alarm password
    • Any change to your timetable
    • Your proposed route
  • Check the mobile phone is on and working
  • Take PPE if appropriate

Travelling to and from the clients home

  • Keep the car doors locked while driving
  • Have enough petrol
  • Do not walk in deserted places or take shortcuts through vacant blocks
  • Walk in the centre of footpaths

Arriving at the Visit

  • Park car the way you will be exiting
  • Do not enter if there are any unrestrained, potentially aggressive animals
  • Be observant
  • Check the locking mechanism on gate
  • Before knocking listen for arguments, or anything that may make the situation unsafe.

After hours visits

  • If the office is closed make sure someone knows where you are
  • Always carry your mobile phone, know your non-signal areas and consider alternate communication options
  • Leave if there is any evidence of a threat or serious safety issue for you as a worker
  • If leaving drive your car to a safe area and ring your supervisor.

During the visit

  • Be cautious entering anyone’s home
  • If an unfamiliar person opens the door make sure the client is home before entering
  • Be aware of and plan exit routes
  • Only take into the visit what you really need
  • Keep your keys and mobile phone on your person if there is an identified safety risk due to aggression.

After visits

  • Report any incident to your supervisor or manager
  • Document incidents in the client notes
  • Always report to the office regularly
  • Always report “near misses’
  • Ensure your organisation has a procedure if you don’t return on time and call in at designated intervals.

These steps can become a part of your daily routine, even with clients you know.  If at any time a client’s circumstances change you should discuss the changes with a supervisor or manager to have another risk assessment completed.  You also need to be aware of you organisation’s policies and procedures regarding high risk clients.

WORKING IN THE COMMUNITY

Working in the community is a regular and significant feature of disability service work.  Working with clients in the community, irrespective of disability type, has inherent challenges.  When supporting clients to participate in community activities, there is only limited control over the external environment and there is an additional variable of interacting with members of the public.  These challenges are heightened when supporting clients with complex or high behavioural support needs.

Location Assessment

There are many variations when working in the community, you may be supporting clients on a one-to-one basis or in group activities.  One of the issues for workers in the disability industry is the genuine desire to assist clients integrate and participate in community activities like everybody else.

Any location that is used regularly in service delivery should be formally assessed with some type of documented checklist and preferably by more than staff member for suitability for your client group.  See the Community Services Safety Pack WorkCover Section 3 and the sample Pre-use Venue Assessment.  The venue should be reassessed if circumstances change or a regular basis.

A location assessment is conducted to identify health and safety risks associated with particular venues in which people with a disability are supported in the community.  These assessments are conducted in addition to individual client assessments.

Once the location assessment has identified the hazards and assessed the risks the next step is to eliminate or reduce those risks.  Hazards should not be seen as barriers to clients receiving services if possible.  Often ingenuity and lateral thinking by all concerned is required.  Solutions do not always have to be expensive or elaborate.  If the likelihood of injury is high, or the risk could cause a severe injury, eliminating or controlling the hazard should be a high priority.

A thorough location assessment will assist in the identification of risk and minimise the likelihood of injury for workers.

Remember you may arrive at a location you use regularly to find there has been a substantial change to the location.  Flexibility and understanding the basics of risk assessments to keys to such unexpected dilemmas and may not mean any activity needs to be cancelled if modifications can be made.  

Client transport

Working in the community also includes transportation of clients to venues which adds new considerations regarding safety.

Transport: - how are clients travelling to the venue?  Are clients being transported by disability service worker?  Are they travelling independently using private or public transport?  Transport may be required to support clients attending workplaces, medical or dentist appointments or to go shopping.

An assessment of transport needs and a safe work procedure for client transfers should be undertaken where a hazard exists.

Activities

What is the focus of the activity?  Is it predominantly social with a community participation objective or is it a training component of a client’s individual plan?  An activity risk assessment as part of the venue assessment should be undertaken. 

Variables

Variables may include noise or crowds due to school holidays or the time-of-day in which activities take place.  Climatic conditions may affect individual client’s capacity to manage in the environment.  These and similar issues need to be considered in relation to a client’s management plan or behaviour support plan, to identify potential triggers and alternate actions if required.  Workers regularly identify risk associated with tasks which form part of formal learning activities.  Most are familiar with the need to analyse and assess tasks to assist the client to acquire skills and move towards independence.  The risk identification process used in formal training processes can be adapted to social activities for clients.  This is particularly so when working with clients with an intellectual disability.

Whilst community locations are varied, a number of simple practices can be implemented to ensure the safety of workers.  These practices are the same irrespective of the location.  The key is to include risk assessment processes as part of everyday practice.

Tips for the Community Visit

When providing support to a client or group of clients irrespective of the disability or support option, there are a number of key points that can be considered as tips for working in the community.

 

Communication

  • Office knows activity location
  • Workers have mobile phones
  • Phones are checked before starting activity
  • Mobile phones have emergency speed dial numbers

Transport

  • Is the vehicle suitable for the activity?
  • Client safety issues are considered
  • Workers are trained in manual handling
  • Vehicle has sufficient fuel, is in sound condition and has access to roadside assistance
  • Procedures in case of accident are explicit and understood
  • Vehicle is equipped with first aid kit
  • Clients are seated appropriately to minimise aggression or conflict and are not seated directly behind driver.

Location

  • Risk assessment conducted in relation to location.
  • Parking is available
  • Location is accessible to clients and workers
  • Location is suitable for planned activities
  • Emergency exits at location are known and appropriate.

Clients

  • Clients are assessed prior to activities in the community
  • Clients are aware of planned activities
  • Client is willing to participate in planned activities

Staff

  • Staff-to-client ratio matches support needs and planned activities
  • Workers are familiar with client management plans
  • Workers’ skills match client support needs
  • Staff are trained in emergency procedures

  These steps can become part of your daily routine, even with clients you know and venues used frequently.  If at anytime a client’s circumstances change you should discuss the changes with a supervisor or manager to have another risk assessment completed.  You also need to be aware of your organisation’s  policies and procedures regarding high risk clients.

 

OHS Management System and Working in External Locations

Working at external locations has significant OHS risks due to the unpredictability of locations.  Occupational Health and Safety legislation requires employers to manage working at external locations in a systematic way by identifying hazards, assessing or quantifying risks and applying risk control strategies. 

1. Managements commitment

Clearly define your own responsibilities and those of your workers regarding working at external locations and provide the necessary resources to meet these responsibilities. Let your actions and attitude send the message to your workers that you are serious about safety. Make sure your line managers and staffs attend safety training sessions and take safety seriously. You must back up your managers and workers with the resources they need.

2. Communication and Consultation

You need to involve your workers to identify and resolve issues relating to working in External Locations. Communication and Consultation about safety issues is required under the OHS Act.  Workers often know the locations well and may identify problems you’ve overlooked. They can provide suggestions for improvement that can lead not only to improved safety but to increased savings and productivity.  Involving workers in consultation about safety not only gives you information but it makes them more aware of the need to consider safety and gives them a sense of ownership of the safety program, leading to improved morale.  Make an extra effort to include vulnerable workers in your consultation, such as young workers, especially those with a disability or those from culturally diverse backgrounds.

3. Hazard identification and Risk Assessment

Identify the work that involves working at External Locations which may pose a risk to your workers.  Undertake a formal assessment (see Home and venue assessment forms) to identify the potential hazards and assess the risk associated with these hazards.  This assessment should be backed up by a hazard report system to report any new hazard which may develop e.g. client physical status deteriorates or new rug installed in home etc.

4. Eliminate or control the risks. Ensure that work practices are designed to eliminate risk. Eliminating the risk is the most effective way to make work safe but if you can’t eliminate it – control it.  See case studies developed during the DSOP project to demonstrate how hazards can be contorls using the I'm OK Approach.

The OHS Regulation establishes a hierarchy of controls. To minimise risk:

  • SUBSTITUTE – consider alternate activity or location
  • ISOLATE -  the hazard from the person e.g. erect barriers
  • ENGINEERING - minimise the risk by engineering means eg use of ramps, safety harnesses
  • ADMINISTRATION - minimise the risk by administrative means eg staffing ratio, training, development of safe work procedures
  • provide PERSONAL PROTECTIVE EQUIPMENT (PPE) e.g. gloves if risk of infectious diseases.

Having eliminated or controlled the risks you should monitor and review on a regular basis to stay on the lookout for new hazards and check that the solutions are working, without creating new problems. Talk to your workers and keep an eye on the injury register and reports.

You must review your risk assessment if:

  • there is evidence that it is no longer valid
  • an illness or injury occurs
  • a significant change occurs in work practices or procedures to which the risk assessment relates. 

Risk management need not be costly.  Many simple and inexpensive measures can greatly reduce risks.  You need to consider the potential exposure of your organisation if you do not manage risks in relation to workers at external locations.

5. Training and supervision

Train your workers in occupational health and safety including the issues related to work at external locations and ensure they follow the procedures by providing adequate supervision. Effective on-the-job instruction and adequate supervision will help workers become aware of safety issues and perform their jobs consistently and safely. You must provide your workers with any information, instruction, training and supervision necessary to ensure their health and safety at work.

All staff should receive safety induction training that outlines:

  • health and safety responsibilities
  • consultation arrangements
  • general safety rules and policies including safe work practices or using PPE
  • training for specific tasks
  • emergency procedures
  • return to work program and workers compensation 
  • reporting procedures for hazards, incidents and injuries

Once basic safety training has been completed, specific training for individual tasks and specific hazards should be conducted to help workers understand how and why a job must be done safely. Where work poses a risk to the health and safety of workers make sure safe work procedures are prepared and communicated.

You must supervise your workers. To determine the level of supervision consider the level of risk in the job as well as the skills, experience, competence and age of the workers.  Ensure they can carry out each of the tasks required and assess them regularly until they can do the task without supervision.

Some workers and some jobs require more supervision than others. A worker new to the industry, young workers or workers with language difficulties may require extra help to do their job safely but if you spend the time with them they will not only work more safely, they’ll also be more productive.

Keep training records to keep track of who’s been trained, how they performed and whether further training is also required.

6. Reporting safety matters

Have a process for reporting issues relating to work at external locations and act on these reports.

Reporting and investigating incidents and injuries assists you to:

  • understand why they occurred
  • make decisions and set priorities
  • analyse trends and safety issues
  • identify hazards and risks that were previously unnoticed
  • develop new safe work procedures or prevention strategies

The success of your safety reporting system rests with you and your workers. Your workers must be keen to use it – so involve them in the process and advise new workers as part of their induction.

Review your safety reports to identify trends and identify underlying problems.

7. Workers compensation and return to work

If you employ workers you must have a current workers compensation insurance policy, an injury reporting system and an effective return to work program.

You must:

  • have a current workers compensation policy that covers all your workers
  • display the WorkCover ‘Watching out for you’ poster
  • notify WorkCover NSW and/or your Scheme Agent of any workplace incidents – see notification requirements
  • establish a return to work program that is consistent with your Scheme Agent’s injury management program
  • make suitable duties available for injured workers
  • keep a record of your wages for the past seven years
  • keep a register of workplace related injuries
  • forward compensation payments to injured workers
  • not dismiss an injured worker because of their injury within six months of its occurrence

References:

WORKING AT EXTERNAL LOCATIONS FACT SHEET – GLOSSARY

Hazard: A source of a situation with a potential for harm in terms of human injury or ill-                                          health, damage to property, damage to the environment, or a combination of these.

Hazard Identification: The Process of recognising that a hazard exists and defining its characteristics.

Risk: The likelihood and consequence of a potential injury or harm occurring.

Risk Assessment: The overall process of estimating the magnitude of risk and deciding what actions will  be taken.

Risk Control: The part of risk management that involves implementing policies, standard procedures and physical changes to eliminate or minimise risks.

Risk Management Process: The systematic application of management policies, procedures and practices to the tasks of establishing the context, identifying, assessing, controlling, monitoring and communicating risk.

RCD: Residual Current Device

Critical Incident Response: A critical incident response plan identifies the formal steps to take during and after an incident when violence or aggression occurs.

Hierarchy of Controls: Six ways to deal with hazards or control the risks to health