client violence: keeping yourself and others safekyschool.eku.edu/sites/kyschool.eku.edu/files/w3 -...
TRANSCRIPT
Jodi Flick, ACSW, LCSWUNC School of Social Work
University of North Carolina at Chapel Hill [email protected]
Client Violence:Keeping yourself and others safe
§ 50-75% of professionals assaulted at least once in career; males at greater risk
§ Common occurrence and has increased§ Seriously underreported
§ “Just part of the job”§ Too much paperwork§ Fear of retaliation
by client or employer§ Fear of looking incompetent
to supervisor / coworkers
Violence against clinicians
§ Recruitment and retention issue in mental health and child protection
§ Training proven to:§ decrease number of incidents / assaults§ decrease severity of injury§ increase staff confidence
and morale
Violence against clinicians
A - B - CAwareness: of surroundings, risk factors,
personal strengths / weaknessesBalance: physical and emotionalControl: over your thoughts, your body
and your situation
§ Increase strength§ Improve physical
reaction time§ Make hearing and
vision more acute§ Increase alertness
and focus§ Mobilize energy
§ Increase errors§ Decrease judgment§ Decrease attention
span§ Decrease ability
to discriminate between trivial and dangerous
Fight or Flight: the body’s Emergency Response System
§ Involves intervention in very personal, private matters, but we become desensitized
§ Highly emotionally-charged; vulnerable§ “Public” embarrassment§ Frequently puts
professionals in danger themselves
Working with families in crisis
Care vs. Control■ We protect clients; but we also
protect society from clients.■ Staff mistakenly think clients do not
view us as having power / authority.■ You have:
• official power• professional knowledge
■ How clients react depends on how you use your authority.
Robbed of power and controlover their own life,
people often “act out” as a way to reclaim some control.
§ Most clinicians insufficiently informed§ Ask routinely, like suicide assessment§ “Have you ever lost your temper?”§ Recency, severity and frequency§ Use of assessment scales
History taking
1. History of violence2. Substance abuse3. Non-compliance with
medications
§ Command hallucinations§ Paranoid
§ Targets are predominantly family members
§ Mother living with adult child with schizophrenia at greatest risk
Mental Illness and Dangerousness
Prevention vs. Response
■ Many Safety programs focus on what to do once an incident occurs
■ Once client strikes you (or someone else) they will be labeled violent from then on and many services closed to them
■ Must focus on preventing incidents from occurring in the first place
Slaby
Pattern of Escalation
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Kaplan and Wheeler
1. Triggering2. Escalation3. Crisis4. Recovery
Pattern of Escalation
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2
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Kaplan and Wheeler
1.Triggering: person gives non-verbal clues of their distress
Supportive response • Recognize their reaction• Do not ignore / belittle concerns• “Vent” enough to understand,
then redirect.• Joint problem-solving
Pattern of Escalation
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2
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2. Escalation: losing rationality, increased anger, abusiveness, limit testing
Directive response• Take away audience• Do not touch person• Break eye contact• Distract • Keep on topic• Help see options• Slow down
Pattern of Escalation
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3
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3. Crisis: physical violence• Not usually premeditated;
explosion of pent-up frustration• Focus changes
to protecting yourself and others; escape
If situation turns physical:§ Block with arms, clipboard, pillows§ Fall: keep feet toward person§ Grab: twist toward thumbs§ Choke: Arms up and turn§ Bite or hair pull: PUSH into§ Weapon: Encourage to talk / put down.
Focus on person, not weapon.
Pattern of Escalation
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2
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4. Recovery: reduction of anxiety
Supportive communication• remorseful, crying, apologetic, worried• do not process what happened;
likely to reactivate assaultive behavior• deep breaths
Age
Size of room
Gender Size
Front / Rear
Emotions: liking vs. fear / anxiety
Rate of approach Number
Angle: sitting, lying
Personal Space Factors
Your body language can convey a message you don’t want to send…
annoyance?
arrogance?
authority?
■Non-threatening: relaxed, caring, assured• Avoid hands on hips or waist, bravado
■ At an angle■ Balanced footing■ Safe distance:
out of reach■Hands free■Head tilt
Body Posture
What do you mean?
= faster, louder, higher pitched
Think about the way you speak…
§ Drop the volume – demonstrate control
§ Drop the tone of your voice
§ Decrease your rate of speech
§ Be simple, direct, explain and repeat: When under stress, people hear less than a third of what is said to them.
Speech
§ Give back control: ask for client’s opinions and participation
§ Take responsibility for your mistakes§ Make a fresh start§ Don’t use humor; easily misunderstood§ Interrupt the rhythm: use time / space
for cooling off and planning
Verbal Intervention Techniques
§ Allow to save face; give them a way out§ Use silence; don’t respond to insults§ If you must deny someone,
give something§ Avoid “why” questions§ Follow Tarasoff decision: “duty to warn”
Verbal Interventions
§ Failing to introduce self or explain task§ Acting annoyed or authoritarian§ Using jargon§ Quoting rules without explanation§ Becoming overly familiar with clients
Common errors to avoid
Evidence shows: Workplace design impacts aggression
CPTED: Crime Prevention Through Environmental Design
o Natural observation – sight lineso Access control – impede movemento Territory – familiarity with surroundings
and each othero Maintenance – image / pride
§ Monitor noise, temperature, crowding§ Keep waiting time to a minimum§ Limit access to treatment areas§ Create pleasant surroundings
• decoration• lighting• colors
Prevention Tips
Paradigm shiftfrom reacting to incidents and
environment tolerant of violent acts…to preventive, systematic, proactive approach
Change in culture: i.e. no blame attached to victims…
and violence is NOT ‘part of the job.’
§ Maintain confidentiality in waiting and reception areas
§ Strict limits on use of disinhibiting substances prior to visits
§ Careful assessment of ability to tolerate discussion without agitation: How will I know when you’re mad / upset?
§ PRACTICE techniques in role play, fantasy, supervision: what if?
Prevention Tips
Know your agency’s emergency call system
Most agencies have a way for worker to notify someone that they need help immediately.
Agencies have:• alarm buzzers that ring where someone is
always present, like reception desk• code word that means, “I need help!”
Office arrangementMost offices are arranged with worker sitting behind desk, and client sitting between worker and the door.
This means that, in an emergency, worker must go around desk and past client to get out.
Office arrangementIdeal seating arrangementallows both people unobstructed access to the door.
If this will not work, rule of thumb is, “Never put the client between you and the door.”
continued
Many things around you can become dangerous weapons when someone is angry…
weapons of opportunity
What could I use to protect myself?
Think about it ahead of time and have a plan!
Workplace safety guidelines
Flag client records: dangerous clients are easily identified, but symbol has meaning only to agency staff
• colors• tabs• risk assessment sheets• computer icons
Risk room
§ Cleared of weapons of opportunity§ Window: privacy without isolation§ Pleasant; sparsely furnished§ Easy exit / safe chair arrangement§ Alarm call button; phone in drawer
In office interview when hostility anticipated, there are things you can do to be safer:
• Notify co-worker / supervisor; check-in. • Interview in larger, less confined area.• Interview in observable area.• Leave the door open.• Give client the choice
to take a break or leave.
Plan for safety on home visitsPrior to visit
§ Wear comfortable shoes and clothing that doesn’t restrict your movement. Limit jewelry.
§ Charge your cell phone. § Go early in day.
§ Make sure agency knows itineraryCall in any changes
§ Note safe places enroute: restaurant, gas station
X
Know your agency’s safety protocol
Buddy system?Visit in pairs on high risk calls
Law enforcement to accompany staff?
Plan for safety in your carBefore you go:§ Lock valuables / personal items in trunk§ Carry only agency ID§ Take county car if available§ Vehicle in good working order§ Have gas, phone or emergency call device,
flashlight, directions, maps
Plan for safety on home visits
During visitObserve for dangers
Outside: • unleashed animals, broken steps• crowds, noise of fighting
Inside: • exits (doors and windows)• dangerous items
Plan for safety on home visits
During visit
• Stand to one side when knocking on door.• Remember you’re in their home.• Ask family to advise you of safety concerns• Trust your “instincts” – don’t second guess
At home visit
As you arrive, park facing out of the driveway.
As you leave, have keys in hand as you approach car.
§ As caution to other workers§ To evaluate problem areas
and procedures
§ For liability: show data gathered, thinking process and decision re: dangerousness
§ ASAP: delay alters accuracy and details
Documentation
§ Immediate treatment: decreaserisk of PTSD / impact on work life
§ Debriefing: non-blaming,process what worked, what didn’t, alternatives
§ Counseling: paid for time; develop sense of mastery, good support, make sense of event
§ Consequences: prosecution; hospitalize;ban or trespass; be seen by pair of workers
§ Additional agency training needs
After an Incident
§ Orientation / training for safety skills§ Violence plan; rehearse like fire drill§ Prosecution on behalf of employees§ Keep disposable gloves available§ Adopt inexpensive safety features:
• Visitor identification badges• Wider reception desks
Administration Support
§ No reprisals against employees who report or experience violence
§ Aftermath plan: fatalities / hospitalizations reported to OSHA within 8 hours
§ Ensure adequate staffing: for peak census;no one left in building alone.
§ Encourage safety training in undergraduate and graduate schools
continued
Administration Support
§ mandatory reporting, regardless of injury§ equal emphasis on worker and client safety§ trained response teams for emergencies§ set up sick bank for employees who
lose time because of assaults§ safety committee to do worksite analysis:
assess problem areas
Management and employees commit to: