The Safety of Public Facing Lone Workers
Public-facing lone workers are staff that deal with the general public on a regular basis. They might encounter them in a public place, or be required to visit people in their homes.
Examples of public facing lone workers
- Estate Agents
- Parking Enforcement Officer
- Housing Officer
- Social Worker
- Community Midwife
- Charity Donations Collector
Typically, this type of lone worker is most at risk from the ‘People’ element of our PET risk methodology (People Environment Task).
Who are they meeting: is it total strangers or people well-known to them; is their presence likely to be welcome or are they dealing with a difficult situation; does the person have a history of violence or aggression?
The biggest risk factor across all workplaces in the UK is dealing with difficult customers, patients and pupils (65%)
https://www.hse.gov.uk/statistics/pdf/oshman.pdf?pdf=oshman
Lone workers are often regarded as easier targets, making them higher risk for verbal and physical abuse depending on the nature of their work:
- Working with vulnerable members of the public – a NHS worker treating mental health patients
- Working behind closed doors with members of the public –an estate agent showing people around a property
- Delivering bad news – a housing officer serving an eviction notice
- Working with large sums of money – a corner shop owner cashing up at the end of the day
Risk control measures
There are a number of measures that can be put in place to help reduce the risk of verbal and physical abuse towards public-facing lone workers:
Employers
- Implement a lone worker service to provide additional support
- Training in conflict resolution and dynamic risk assessment
- Add CCTV where applicable
Lone Workers
- Don’t engage with someone under the influence of alcohol or drugs
- Keep a clear route to the exit
- Remain professional – avoid using an aggressive tone of voice or body language
