STAYING SAFE AT WORK

Introduction

At Arriva Rail London, the safety and well-being of our employees and contractors are our top priorities. We understand that workplace violence and aggression can have serious impacts on both physical and mental health. Therefore, we are committed to creating a safe and supportive work environment for everyone.

Workplace violence and aggression can take many forms, from verbal abuse to physical threats. It's crucial for each of us to recognise the signs and know how to respond appropriately. We encourage all employees and contractors to stay vigilant and report any incidents immediately.

Remember, your safety is paramount, and we are here to support you.

Guidance when dealing with an aggressive person

Different roles within ARL have different daily experiences. However, there are certain things that all staff can do that will help keep you and others safe: use your discretion when dealing with difficult situations.

Remember, you are never expected to put yourself personally at risk of harm to protect ARL cash, goods, premises or property.

• Walk away from a situation where for safety reasons you feel this is the best option and find a place of safety.
• Call the BTP (British Transport Police) for assistance when you feel it is necessary to remove someone from the railway.

It is important for your own safety and protection and that of other colleagues and customers to be clear, not only on what you are expected to do, but also the limits to this.

• Never use any part of your body to physically block the exit of customers.
• Never lay hands on a customer, unless for safety or self-defence reasons (where you have no other option). Whatever your role, you must not try to physically remove people from trains or stations in any situation.
• Never give chase; if a passenger is fleeing the scene you must let them go. never try to hold on to or take personal property.
• When an incident is complete, do not re-engage with the offender

If you decide to engage with an individual

• Always be aware of your surroundings – always try to keep an escape route clear for yourself and the aggressive person. This may involve opening the gate-line if necessary to allow for exit (use the EMO plunger if needed).
• Assess whether you should engage with the individual and whether you are confident you could deal with the situation and the risk level is low enough. If they have a weapon or showing signs of violence towards you, you should immediately go to a place of safety and report to the Police. Trust your instincts. If the situation does not feel safe, and de-escalation is not working, then you could use a diversion tactic, such as advising that you need to check with your manager. If none of these actions help, you should go to a place of safety.
• Have a calm approach with open body language and give plenty of space. Try to actively listen and remain objective and non-judgemental. Try not to interrupt the person if you can and allow them to speak.
• Use a low and consistent voice. Try not to raise your voice. Be alert to any changes in behaviour – check their body language (raised/clenched fists etc.) and their tone and words that they say. You may need to withdraw or change your approach if there any signs that their behaviour is changing and escalating.
• Vulnerable people  may have difficulty understanding or communicating which can lead to frustration. Can you break down what you say into small sentences? You may have to repeat yourself repeatedly and try not to get frustrated. You may have to say the same thing but in slightly different ways .Can you use other methods of communications such as writing things down? Consider using pictures or symbols if they can’t understand . Try to move to a calmer place if possible. They may take things literally i.e it’ll be a couple of minutes when it could take longer.
• Ask them what is happening, be patient, pause regularly and check understanding.
• Show empathy by acknowledging their frustration but you shouldn’t accept any abuse. Be firm and polite when requesting a person to act in accordance with your needs and try not to react.
• Emotional Labelling - Putting feelings into words will often help a person to see things more objectively. For example: “I am sensing that you're feeling frustrated . . . worried . . . anxious.
• Try to offer realistic solutions to their problems whilst managing their expectations. Can you offer alternative journeys, use of Temporary Authority to Travel or any other options? If you can take ownership within the limits of your authority  – “I can do this for you or I will help you with this”

Remember the most important thing is that if you feel a situation is escalating you should withdraw to a place of safety. You never need to continue with a conversation if you are concerned.

Reporting

Please report all urgent emergencies regarding crime and workplace violence via phone to 999 and report any non-emergency crimes to 0300 123 2211 or text message to 61016.

Any assaults whether they are physical or verbal should be reported to Arriva Rail London. It is vitally important so that we can provide welfare and wellbeing support to anyone who has been assaulted at work.

It is important to record incidents that you experience. This will help ARL  investigate incidents to build a true picture of the risks and triggers for violence and review whether our control measures are working and to find the best way to prevent reoccurrence.

Everybody who works and uses stations should feel confident in reporting and all management  should support and encourage you to do so.

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