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Case Study: Transport Industry Workplace Violence Prevention

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Case Study: Transport Industry Workplace Violence Prevention Case study: Transport Industry Workplace violence prevention Karen Armstrong’s Safety Strategies has been training transport personnel for over 20 years, with outstanding results in assault prevention and improved customer service. Our clients Safety Strategies has provided training to over 8,000 NSW State Transit personnel and 3,000 private bus industry drivers since 1996. • State Transit Authority of NSW • Dion’s Bus Service • Transit Australia Group • Blue Mountains Bus Company • Sydney Ferries • Shoal Bus Company • Country Link • Hopkinsons • Busways • Jones Brothers • Hillsbus (formerly Westbus) • Berrima Buslines • Veolia • Redbus • Forest Coachlines • Coastal Liner • Shorelink • Port Stephens Coaches • Punchbowl Bus Company • Deane’s Transit Group Refresher programs have been custom designed to address the specific needs of employees working in high risk environments and duties. Risk profile Bus drivers deal with a wide range of people in their front line role of providing transport. Their safety can be compromised by: • Aggressive passengers • Late running • Drug / alcohol affected passengers • Conflict over fares • Mentally unstable passengers • Unpredictable attack • Isolated / high risk areas • Working late at night • School students’ disruptive • Maintaining rules behaviour • Robbery • Attack with a weapon • Road rage • Objects thrown at bus Safety Strategies’ training gives bus drivers the skills to prevent, avoid and defuse these situations, and as a last resort, teaches the use of physical protection skills within a legal and professional framework. Our solution 1. Effective, hands-on workshops In Safety Strategies’ workshops, participants learn: • communication skills to provide high levels of customer service • increased awareness to identify early warning signs • conflict resolution skills to defuse aggression • how to remain professional, calm, in control and follow organisational policies • physical protection skills within clear legal guidelines. Case study: Transport Industry Workplace violence prevention 2. Mapping to Transport and Logistics Training Package Cost savings Prior to the introduction of Safety Strategies’ training meets national competency standards that form Safety Strategies’ training in part of Certificate 111 in Driving Operations (Bus). We have an established 2005, one company had nine track record working with several Registered Training Organisations (RTO’s) workers compensation claims since 2000 to map, fund and deliver training. Safety Strategies’ training has per annum from assault. This been mapped to TLIO3012A Manage disruptive and/or unlawful behaviour. was reduced to ZERO.as a Our training can also be readily mapped to TLIL507D Apply conflict/grievance direct result of the training. resolution strategies, TLII1002A Apply customer service skills and TLII3009A With an average claim cost of Provide on-board services to customers. $36,000, the savings was in the vicinity of $324,000. The results Safety Strategies’ training Transport organisations benefited in many ways with measurable results in was conducted as part of the following areas: a comprehensive WH&S • Compliance with Work Health & Safety requirements campaign for over 30 bus • Reduction in ‘time lost through injury’ – both physical and stress related drivers in a high risk area • Transport and Logistics Training Package requirements working late at night dealing • Industry contracts with large groups of drug & • Industrial relations and Enterprise Agreement requirements alcohol affected passengers. • Improved staff morale, absenteeism and turnover The complete cost of this • Positive public image and goodwill training, including wages and • Improved customer service venue, was significantly less • Cost savings than one recent stress claim from an assault incident. Survey results Another client with a Over 50 bus drivers were surveyed 8-10 months after they had attended workforce of over 500 drivers Safety Strategies’ training. had six assault-related injuries in the six months prior to Many participants reported that being safe when dealing with aggressive introducing Safety Strategies passengers was a concern when taking on this new vocation. Most training. In the six months participants are initially doubtful about their ability to protect themselves in following training delivery to the bus cabin when attending the workshop. the whole fleet, injuries were reduced to ZERO. One participant’s comments and sentiments were echoed by many: “When I started, I was scared, but after the training, I’m confident now because I know what to do.” These skills will help 100% of participants reported they: me on the job to be • were clearer on what steps to take if threatened more patient, in control, confident and able 98% of participants reported they: to defuse a situation. Excellent presentation and • felt safer after participating in the training techniques. • felt more confident and improved their professional image They were overwhelmingly supportive about the preventative value of this training in their daily work. Drivers who can handle challenging situations confidently provide a safe transport service for passengers and the community. Effective safety training is an essential part of attracting and retaining a skilled workforce..
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