Lone Working ProcedureContents

1. Introduction................................................................................................................22. Definitions..................................................................................................................23. Legal Requirements...................................................................................................24. Prohibited Lone Working Situations...........................................................................35. Risk Assessment.......................................................................................................36. Control Measures......................................................................................................47. Special Situations......................................................................................................68. Home Working...........................................................................................................69. Service Unit / Team Considerations..........................................................................610. Lone Working Systems..............................................................................................7a. Option 1 - Calendar System / Whiteboard.................................................................8b. Option 2 - Buddy System...........................................................................................8c. Option 3 - Lone Worker Service – Mobile Phone Based...........................................9d. Option 4 – Radio Network........................................................................................11e. Option 5 - Lone Working Device – Oysta Pearl+.....................................................12f. Option 6 - Lone Working Device – Oysta Help On Hand Mobile Watch..................1311. Recording Incidents.................................................................................................1412. Employee Precautions.............................................................................................1513. Training....................................................................................................................1514. Data Protection........................................................................................................1615. Additional Information..............................................................................................16

document.docx – Page 1 of 16

1. Introduction

The Council has a duty to ensure the health, safety and welfare at work of all its employees. Lone working does not automatically imply a higher risk, but it is generally understood that working alone does increase the vulnerability of workers. Lone workers can be found in a wide range of situations, covering both fixed establishments and mobile working, including those:

Working alone in premises e.g. kiosks Working separately from others in premises e.g. reception staff Working from home, except those carrying out low risk office type home working Working on their own outside of normal hours e.g. cleaners, security Working alone as mobile workers away from a fixed base e.g. parks workers,

facilities / maintenance staff Visiting domestic and commercial premises e.g. environmental health officers,

social workers, community care workers

2. Definitions

Buddy System A cooperative arrangement whereby two individuals accept responsibility for one another’s safety by monitoring each other and instigate the emergency procedure if necessary

Careline Bournemouth Careline is operated by Bournemouth Borough Council by Housing and Communities. They provide a 24-hour monitoring service for the Lone Working Service and the lone working devices.

CCL Cautionary Contact List – A database accessed via the Council’s intranet which is used to warn employees about people who have previously threatened or been aggressive or violent towards people working on behalf of the Council

Lone worker Someone who works by themselves without close or direct supervision

Lone Working Device A piece of equipment which allows for communication with a monitoring centre (Careline) which will escalate calls or concerns for a lone worker’s welfare

Lone Working Service System for which no device is issued but relies on the lone worker calling Careline, entering an allocated PIN and leaving a message on their whereabouts and timings

3. Legal Requirements

There is no specific legislation for lone working and working alone is not in itself against the law, but it is recognised that lone working can create additional risks. Legislation which applies to employees who work alone includes the Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999. These require employers to appropriately assess and manage any health and safety risks for people working alone.

document.docx – Page 2 of 16

4. Prohibited Lone Working Situations

Some high-risk activities are recognised as too difficult or dangerous to be carried out by an unaccompanied worker and require at least one other person to be present for all or part of the time. As such lone working is prohibited in the following activities:

Electrical work on or near live equipment Entry into derelict or dilapidated buildings Moving and handling, such as hoisting persons, where care plans or risk

assessments dictate that more than one person is to be present Transporting a service user in a vehicle who has a known history of volatile

unpredictable behaviour which may put themselves or others at risk Working in a confined space

5. Risk Assessment

Line managers must conduct a risk assessment of each lone working activity, specific to individual roles, using the risk assessment process. The Risk Assessment Procedure should be referred to for consideration of any lone working.

The process should involve consultation with the lone workers to consider any potential risks. As well as hazards from normal work, hazards that lone workers may be exposed to that need to be considered within the risk assessment include:

Accident and emergencies arising out of the work including sudden illness Animal attacks Availability of first aid equipment Cash handling Communication Driving and vehicle breakdowns Exposure to hazardous materials Fire / explosion Manual handling Poor illumination Provision of rest, hygiene and welfare facilities Risk of violence and / or aggression from clients and other members of the public Social isolation and stress Specific risk from the workplace e.g. temporary access equipment, working on the

highway, working on cliff tops, working near water Theft and intruders

The appropriate application of this procedure will support managers to effectively assess and manage risk. Consideration must be given to activities to determine if lone working is fundamentally appropriate. They include:

Emergency out of hours response activities, especially in adverse weather conditions

Dealing with unpredictable client behaviour and situations Severe weather conditions Unknown workplace or area Use of tools and machinery

document.docx – Page 3 of 16

It is the manager’s responsibility to ensure that all identified control measures are in place and that the employees are confident in their application and use prior to commencing lone working.

When an appropriate risk assessment has been completed, a lone working system and procedure, should be implemented. Recommended options are provided in Section 10 - Lone Working Systems.

It may be necessary for the lone worker to conduct an “on the job” dynamic risk assessment. It is in addition to, and not a substitute for, a comprehensive formal risk assessment. In some cases, it is not always possible to identify all hazards relating to a role where the working environment is outside of the employer’s control as situations that have not been covered by the formal risk assessment may develop.

6. Control Measures

The following is not a comprehensive list but a guide to some of the additional precautions that may be taken to specifically reduce the risk to lone workers.

Access to communications

Immediate access is needed to communications to summon assistance whether by telephone, alarm system or radio. The risk assessment process should identify the type given the nature of the environment, telephone / radio coverage and distance from support.

Alarms e.g. fixed panic alarm

Managers must ensure staff understand where alarms are located, when and how to activate an alarm and the response required to assist a colleague who has activated the alarm. It is important that alarm system is maintained and periodically tested.

Automatic warning devices

Similar to alarms by summoning assistance, they take the form of a pendant or device carried by a person which triggers when all movement ceases for a period of time. It is sometimes referred to as a man down device.

Coded phrase A code word or phrase used to warn managers and colleagues that a situation is escalating. This can be a signal for support to be provided without alerting the service user / member of the public. It is essential that the recipient of the call is fully aware of the arrangements for taking these calls.

Communication devices Employees are responsible for ensuring that mobile telephones, radios, lone working devices and other forms of communication are fully charged, switched on and that any problems are reported promptly. It should not be assumed that where someone has been issued a communication device that everything is fine if no contact is made.

First aid equipment The provision of first aid equipment with appropriate training may be necessary for anyone working away from immediate medical or first aid assistance.

document.docx – Page 4 of 16

Periodic supervisory checks

For people working alone, a periodic visit or telephone call can assist in providing support and reducing isolation.

Records of visits It is imperative that people visiting clients or customers at their home address or anyone away from their main base have a procedure in place for recording times of visit and estimated time of return. The line manager must ensure that there is a procedure in place to locate the person if necessary.

Regular team meetings Ensure regular contact and meetings to discuss general health and safety issues or other issues that may arise as a result of working alone or at home.

Safe systems of work Line managers will ensure that safe systems of work are identified through the risk assessment process, devised and implemented as require to take into account lone working.

Security staff In certain circumstances, it may be necessary to obtain the services of security personnel to provide support and assistance to employees.

Training Risk assessments and safe systems of work will require suitable training to be carried out to ensure that employees are competent in the use of equipment and technology. It is the line manager’s responsibility to ensure that all staff are provided with and attend suitable training, for example dealing with violence and aggression and conflict management. There is a Violence and Aggression Policy on BIZ that gives more information on managing this risk.

Up to date information Maintain up to date accurate records for items such as clients / service users’ details, Cautionary Contact List, location information, emergency contact numbers, maps for outdoor areas and meeting points. Employees must be aware of the location of these records.

Visit planning Time must always be made available for sensible planning. It is the duty of all staff to check whether they might be at risk by checking records such as the client history, case notes and Cautionary Contact List before visiting any clients / service users. Where appropriate, to avoid putting staff at risk alternative arrangements must be organised such as carrying out visits in a controlled environment e.g. Council premises.

document.docx – Page 5 of 16

7. Special Situations

Some groups of staff may be more at risk when lone working. They can include those newly appointed, new to the area or inexperienced. Young people, i.e. those under 18 years of age, and those who have a medical condition or disability may also be at more risk. Others may be more vulnerable at certain times e.g. when recovering from an illness or injury, when pregnant or when under stress arising from family or other difficulties.

Line managers are responsible for identifying staff in such circumstances and working with them to ensure that they receive any special help or facilities that they may need. Where extra assistance is required, employees are to ensure that their line manager is aware.

Staff based or working in offices provided by other organisations e.g. hospital trusts are responsible for knowing about any special arrangements which apply e.g. health and safety rules, risk assessments and their control measures, use of interview rooms, alarm systems, restrictions on access, out of hours working arrangements, etc. It must be clear as to which set of procedures staff are to follow in these cases.

8. Home Working

Although working from home for employees is usually assessed as low risk, the Council still has a duty of care to these employees. Employees working from home should have an agreed method of contact to notify a nominated person at the beginning and end of every working day. Employees working from home, other than as part of low risk office functions, will need an appropriately completed risk assessment and management agreement.

9. Service Unit / Team Considerations

Within each service unit / team, it is essential that:

Lone working risk assessments are undertaken by appropriately skilled persons Role specific lone working risk assessments are undertaken Employee responsibilities are clearly defined, agreed and understood Lone workers have appropriate knowledge of the hazards and risks they are being

exposed to and the risk control measures being used The lone workers know what to do if they believe they are, or will imminently be, at

high risk of harm Where the risk assessment identifies the need, a nominated person is aware of a

lone worker’s location and activity The lone working policy and procedure is applied at all locations, including those not

perceived to pose a risk, as risk likelihood and severity cannot be effectively established without an assessment

Appropriate training is provided regarding policy, procedure and any relevant systems for all lone workers and those with responsibility for lone workers

Consideration is given within the procedure for employees when visiting in pairs as well as when lone working, as in some circumstances e.g. service users’ homes there can still be significant risks

The effectiveness of the lone working arrangements, including the use of any lone working devices, is monitored appropriately and action taken where necessary

Each service unit / team should follow the flowchart below:

document.docx – Page 6 of 16

Monitor and evaluate the effectiveness of the arrangements in place and identify findings in good time

Provide information and instruction to staff on the arrangements in place that they must follow

Ensure that there is effective communication between managers / supervisors and lone working staff

Make sure that there are safe systems / procedures in place for all lone working

Implement an agreed and appropriate lone working system

Undertake a suitable and sufficient risk assessment for lone working activities, using the risk assessment procedure

Identify where staff might be in lone working situations

10. Lone Working Systems

There are several lone working systems which may be utilised. The Council recognises the diversity of the workforce and that the needs of each service unit may be different. An appropriately completed risk assessment should identify which system is the most suitable in each situation.

It is suggested that at least one of the following options is adopted:

Option 1 - Calendar System / Whiteboard Option 2 - Buddy System Option 3 - Lone Worker Service – Mobile Phone Based Option 4 – Radio Network Option 6 - Lone Working Device – Oysta Help On Hand Mobile Watch

The adoption of any such system is to be used only within the parameters of this procedure and the associated risk assessment procedure and should not be used as a tracking device for any other purpose other than lone worker safety.

Oysta is recommended as the Council’s chosen lone working device provider due to its compatibility with the system operated by Careline.

a. Option 1 - Calendar System / Whiteboard

Calendar systems and whiteboards by themselves must not be relied upon for those lone working. They will only be effective if kept up to date and monitored so it is recommended that they are used alongside the Buddy System as a minimum. Where provided, it is the responsibility of all employees to provide up to date information on their whereabouts.

The electronic calendar should show the: Estimated arrival time in the office if making a visit direct from home Nature of visit e.g. site visit, team meeting Timings of meeting or visit Name of the person being visited or if a service user or customer their surname and

reference number Venue, however if it is a home address then the address should be listed as for

example “client’s home address”

The whiteboard should show the:

Estimated arrival time in the office if making a visit direct from home If you are in or out of the office Time expected back into the office How you can be contacted in an emergency e.g. mobile phone you are using Whereabouts of staff e.g. annual leave, training, sick Name of nominated buddy

b. Option 2 - Buddy System

document.docx – Page 7 of 16

The operation of a buddy system relies on one person monitoring the whereabouts of another person. The buddy, who will be decided upon in advance, agrees to receive and make monitoring calls throughout the working shift to the lone worker and in the event of an incident will be able access and share the lone worker’s contact information to escalate the incident. The buddy must be able to react if a team member does not respond at a prearranged time.

Lone workers and those working away from their normal place of work must record where and when they will be visiting and their expected time of return. The buddy will monitor this record and where there is concern will escalate it to the next level. The lone worker must contact their buddy as they progress through their visit programme and whenever there are changes to the programme. Where a lone worker starts and / or finishes from home, they must contact their buddy before starting and on completion of the visit.

If the buddy system is used out of hours, an allocated person e.g. line manager must be responsible for the provision of monitoring the lone worker; including the response calls and escalation procedure. It is recommended that this involves the use of Option 3 - Lone Worker Service – Mobile Phone Based.

Suggested Escalation Process

document.docx – Page 8 of 16

Buddy completes an Accident / Near Miss Incident Record

Buddy is responsible for informing the lone worker’s nominated person e.g. line manager of the incident

Nominated person is responsible for completing an Accident / Near Miss Incident Record and CCL entry if necessary

Nominated person is responsible for escalating the incident e.g. contacting emergency services if required

Lone worker is not located or is located and requires assistance

Lone worker is located and confirmed as safe so escalation process stops

Buddy attempts to locate and contact the lone worker

Lone worker has failed to arrive or has not reported in to their nominated buddy within the agreed timescale

Contact is made with the lone worker

Buddy asks closed questions, so the lone worker can reply yes or no e.g.

Is everything okay? Do you want the Police called? Are you at ….?

Lone worker rings in quoting code phrase

c. Option 3 - Lone Worker Service – Mobile Phone Based

The Lone Worker Service is a system where no device is issued. It relies on the individual calling into the Careline system, entering an allocated PIN and recording a message indicating location and time expectations. The Lone Worker Service does not track the location of a lone worker but relies on the lone worker regularly recording accurate information.

Arrangements to use the Lone Worker Service are made via Careline. Each lone worker is provided with a unique four-digit PIN; this number is assigned to the mobile number provided by the lone worker on registering with the system. A change of mobile number must be notified to Careline on the 24-hour line 01202 452795.

Prior to using the Lone Worker Service for the first time, each individual needs to add a new contact for the Lone Worker Service (01202 302380) in their mobile telephone address book and name it “Lone Worker”.

document.docx – Page 9 of 16

When using the Careline Lone Worker Service, a telephone call is made via a mobile telephone to “Lone Worker”. The message that is recorded provides key information including the lone worker’s last planned location and their expected check in time after the visit. Alerts are raised if the lone worker fails to acknowledge the lone worker call from Careline within the specified time.

Logging On

Dial the Lone Worker number stored in your mobile Type in the individual four-digit PIN provided Listen to the Lone Worker - Follow the options Press 1 to re-enter PIN Press 2 to continue and record your message Press * when finished You will then hear the following options Press 1 to listen to your current message Press 2 to change your current message Press 3 to continue Enter your check-in interval time in minutes (must be 3-digits e.g. 060 = 1 hour) The system will summarise your call, then say goodbye You are now logged onto the system and can end the call

Checking In / Amending Messages / Emergency Call

Dial the Lone Worker number stored in your mobile Type in the individual four-digit PIN provided Listen to the Lone Worker - Follow the options Press 1 to re-enter PIN Press 2 to continue For an emergency press 1 If you are OK - press 2 To listen to or change your message - press 3 To listen to or change your check in interval - press 4 To log off completely from the system - press 5 The system will summarise your call then say goodbye

Failure To Check In Within The Interval Time

Your mobile will ring On answering you will hear “This is your automatic check call - please enter your

PIN code” For an emergency press 1 If you are OK - press 2 To listen to or change your message - press 3 To listen to or change your check-in interval - press 4 To log off completely from the system - press 5

document.docx – Page 10 of 16

Escalation Procedure In Normal Office Hours Careline will attempt to make contact with the lone worker using the device that has activated the call i.e. ALWAYS the work mobile if there is one noted – if not then the personal mobile will be noted as the main device.  failing response Careline would attempt to make contact on the personal mobile failing response Careline would then call the nominated team office number failing response Careline would pass the last known location details to 999 Escalation Procedure Out Of Normal Office Hours Careline will attempt to make contact with the lone worker using the device that has activated the call i.e. ALWAYS the work mobile if there is one noted – if not then the personal mobile will be noted as the main device.  failing response Careline would attempt to make contact on the personal mobile failing response Careline would attempt to contact the home landline number failing response Careline would pass the last known location details to 999

d. Option 4 – Radio Network

In some areas use of a radio network may be appropriate. Radio is perfect to broadcast short announcements to colleagues over an open channel. Different channels can be used for different groups of people. Radio generally uses push to talk technology meaning that a button must be pressed on the radio to transmit and released to receive communication.

Two-way radios allow staff to contact colleagues to confirm their safety, convey information and to alert others to an emergency situation. Regular checks must be made to lone workers throughout the working shift to ensure that they are safe as they may have no need otherwise to use the radio.

In the case of an emergency there must be an established robust procedure to ensure that help is quickly despatched. The procedure must ensure that the alarm is raised to someone who can directly help the lone worker as colleagues may not be able to respond immediately.

Strict guidelines are required to be established and implemented. These include keeping radio transmissions clear and as short as possible and not using personal names. Unless earpieces are used, transmissions can be overheard by other people and any information heard may be misused.

document.docx – Page 11 of 16

e. Option 5 - Lone Working Device – Oysta Pearl+

The Oysta Pearl+ mobile is a GPS location device which connects to the Careline monitoring centre using a roaming SIM card. It is recommended that the device is charged daily, but they have a standby time of approximately 72 hours (3 days). Careline can organise Oysta devices on behalf of the service units.

An alert can be raised if you do not report in within set timescales and they can act as a panic alarm in the case of an emergency. The inbuilt fall sensor can be enabled, which will automatically call for assistance if it detects that the lone worker has a fall.

Turning The Pearl On

To turn the Pearl on, hold down the power button for 2 seconds until the Pearl welcome screen appears. For your safety, the Pearl device should be left on at all times.

Position By Button

The Position By button is the 1st speed dial button. It is used to initiate a real-time location request before entering any building or property.

Before entering a building press the button until “Send Position” appears Click the green dial / accept button to confirm The satellite symbol will flash When the satellite symbol stays solid your location is updated

document.docx – Page 12 of 16

Amber Timer

The Amber Timer initiates a countdown timer on the Pearl+. The first speed dial button is pressed until the timer appears on the screen. The time is adjusted by pressing the #1 key for up and #3 key for down. The #2 is pressed to accept.

At the end of the Amber Timer, the lone worker will need to confirm their situation otherwise a SOS emergency support call will be raised.

Making An Emergency Call

The SOS button allows the lone worker to discreetly alert the monitoring centre if they find themselves in a potentially dangerous situation.

Hold down the SOS button until you see “support call in progress” appear on the screen

When the call is connected remain calm A two-way communication channel is opened If possible, speak clearly about your situation

f. Option 6 - Lone Working Device – Oysta Help On Hand Mobile Watch

The Oysta Help On Hand, as well as being a digital watch with time, date and day displayed, allows two-way communication with the Careline monitoring centre. Charging should be carried out daily and it normally takes 2 hours to fully charge. Careline can organise Oysta devices on behalf of the service units.

document.docx – Page 13 of 16

Turning The Watch On

To turn the watch on, hold down the power button located on the left-hand side for 2 seconds until the welcome screen appears. For your safety, the watch remains on until the battery runs out.

Making An Emergency Call

The SOS button allows the lone worker to discreetly alert the monitoring centre if they find themselves in a potentially dangerous situation.

Press the silver SOS button on the right-hand side of the watch Hold down the SOS button – you will see the emergency contact number and name

appear on the screen When the call is connected remain calm A two-way communication channel is opened If possible, speak clearly about your situation

11. Recording Incidents

Anyone experiencing a lone working incident must report it to their nominated person e.g. line manager as soon as practicable. Consideration must be given as to whether to contact the police.

The Council’s Accident and Near Miss Reporting System must be used to record all incidents, regardless of the circumstances.

Where appropriate, e.g. for incidents of a violence nature and / or involving threatening behaviour, the information should also be considered for inclusion on the Cautionary Contact List to safeguard others.

document.docx – Page 14 of 16

12. Employee Precautions

There are many things that employees can do to assist themselves to reduce risks. Some are role specific but there are general rules that employees should follow when working alone if possible which include:

Plan ahead, making sure that you know where you are going and how to get there Ensure someone always knows where you are, how you are getting there and what

you are doing Keep any allocated lone working devices and a mobile telephone on you at all times

when working alone, ensuring that they are fully charged Park vehicles in well-lit areas and where possible park them in the direction of travel

on leaving For staff leaving buildings late, it may be necessary to move their car nearer the

building during the afternoon When walking stick to busy well-lit streets whenever possible avoiding danger spots

like quiet / badly lit alleyways, subways or isolated car parks Stay alert, keeping your mind on your surroundings especially if you are wearing

headphones or using a mobile telephone Avoid keeping all valuables in one places Keep the door between yourself and the person that you are visiting or meeting Be aware of the nearest exit and how to open doors Always assess the situation around you, be alert and trust your instincts – if you feel

uncomfortable, get out immediately Be aware of what to do in an emergency Never assume that it will not happen to you

Where an employee is responsible for opening or closing a workplace the following should be applied where possible:

Be alert for unfamiliar people when approaching the building – If unsure go to a place of safety until another staff member arrives

If there are signs of a broken window or forced entry assume that someone may be on the premises – Go to a safe place, telephone the police and inform your line manager

Be aware if anyone is lurking around outside – If someone is seen acting suspiciously outside, stay inside and telephone the police

If you are being collected by car, wait inside until it arrives If travelling by public transport, try to avoid leaving the workplace too early so as to

avoid waiting too long

13. Training

It is essential that employees receive sufficient training which must include any lone working systems and procedures, along with the emergency and escalation process.

Risk assessments and safe systems of work may require training to be carried out to ensure that employees are competent in the use of equipment and technology. Training must be provided in the chosen lone working system and include when to use it, how to use it, charging and emergency situations.

document.docx – Page 15 of 16

It is the line manager’s responsibility to ensure that all staff are provided with and attend any lone working training as well as any additional suitable training, for example dealing with violence and aggression and conflict management.

14. Data Protection

Careline (operated by Housing and Communities) is the monitoring centre for the Lone Working Service and the lone working devices. Although the lone working devices are GPS enabled, they are not to be used as tracking devices but are personal safety devices for employees which enable Careline staff to establish the last known location of lone workers in an emergency. This information is accessed only when an alert is raised.

15. Additional Information

If you have any queries about lone working, please contact your line manager or a member of the health and safety team.

Effective from date 2nd January 2019 Review date January 2022

Owner Health and Safety Team Author Michelle Street (Health & Safety Advisor)

Related legislation Health and Safety at Work etc. Act 1974Management of Health and Safety at Work Regulations 1999

Related documents

Lone working policy Violence and Aggression Procedure HSE Working Alone: Health and safety guidance on the risks of lone working -

http://www.hse.gov.uk/pubns/indg73.pdf Advice available from the Suzy Lamplugh Trust - https://www.suzylamplugh.org/ Risk assessment form

Revision history

Version Date Amendments made Requested by (job title) Made by (job title)

- 25/07/18 New document, replacing all others Review of devices Michelle Street (Health & Safety Advisor)

- 03/09/18 S13 Inclusion of radio network Chris Saunders - Head of Operations (Tourism)

Michelle Street (Health & Safety Advisor)

- 03/09/18 S5 Link to homeworking policy Paul Hancock - Principal Fleet Engineering & Depot Services Manager

Michelle Street (Health & Safety Advisor)

- 26/09/18 Minor additional information includedS5 Home Working now S8 and includes manager calling employeeAdded S11 Electronic Calendars and WhiteboardsAdded S18 Employee Precautions

- Michelle Street (Health & Safety Advisor)

- 26/09/18 S5 Risk Assessments updated re being specific to individual rolesAdded S19 Training and S20 Data Protection

Danielle Hetherington-Parker – Unison Branch Secretary

Michelle Street (Health & Safety Advisor)

V1.0 02/01/19 Amalgamation of comments following Unison consultation

- Michelle Street (Health & Safety Advisor)

document.docx – Page 16 of 16