Situational Awareness for Social Service and Health Care Professionals

1. Situational Awareness for Social Service and Health Care Professionals An Online Resource For Safety Practices

2. Social work*is a profession concerned with helping individuals, families, groups and communities to enhance their individual and collective well-being. It aims to help people develop their skills and their ability to use their own resources and those of the community to resolve problems. -- Wikipedia * Many health care professionals could apply this very same definition… Center for Public Safety Innovation

3. Some of the individuals that social service and health care professionals interact with include those with: • abusive or neglectful households • developmental disabilities • mental health issues • substance abuse • criminal backgrounds • violent tendencies Center for Public Safety Innovation

4. Dangers Faced by Social Service and Health Care Professionals • Verbal abuse • Harassment • Threats • Physical attacks • Attacks with weapons • Held hostage Center for Public Safety Innovation

5. What Can Social Service and Health Care Agencies Do? Violence toward employees can not be tolerated • Acknowledge the violence is real • Implement specific safety precautions • Affirm it’s OK to ask for help • Develop a buddy system for violent clients • Establish protocol for filing criminal charges Center for Public Safety Innovation

6. What Can the Social Serviceand Health Care Professional Do?Work Arrival • Organize before leaving home • Visually check parking lot when you arrive • Are suspicious vehicles or persons in the lot? • Obtain plate number if possible • Vary your parking • Do not park next to van or truck • Do not accept unsolicited offers of assistance • Do not unlock the door to admit stranger • Sound your horn if menacing stranger remains around your vehicle • Cellular phone – call 911 assistance • Be alert and aware of surroundings • Visually check building when arrive • Have key or swipe card ready • Do not converse with strangers Center for Public Safety Innovation

7. What Can the Social Service and Health Care Professional Do?Plan for the Home Visit • Notify office of destination with the name, address, phone number, time of visit, and reason for the visit • Notify client you are coming and purpose of the visit / meeting • Obtain specific directions • Have a street guide / map in car • Bring cellular phone if available • Call office before entering home • Establish office procedure if you do not call in • Try to conduct home visit in pairs, if possible • Wear clothes and shoes that are unrestrictive Center for Public Safety Innovation

8. What Can the Social Service and Health Care Professional Do?Traveling to Site(1 of 2) • Do not keep things visible in car • Lock purse / valuables in car prior to leaving for visit • Keep car in working order with at least ½ tank of gas • Drive with doors locked • Park in well-lit, visible area and lock the car doors (do not park in the driveway or directly in front of the house) • Observe the premises for suspicious activity; listen for threatening sounds • Listen to your body language, if you feel unsafe at any time, LEAVE • Do not slam car doors • Do not walk on lawns • Knock and use doorbell • Give eyes a chance to adjust to light (before entering) Center for Public Safety Innovation

9. What Can the Social Service and Health Care Professional Do?Traveling to Site(2 of 2) • Carry as little as possible into home • Return to car with key ready, check front and back seat and floor before getting in • If possible, have a cellular phone in your car for emergencies; it may save your life! • Always carry small flashlight with you (in purse or car) • If you are being followed, do not drive home; drive to nearest police or fire station and honk your horn or drive to open gas station or business where you can safely call the police • Do not leave the car unless you can walk into the building safely Center for Public Safety Innovation

10. What Can the Social Service and Health Care Professional Do?During the Visit(1 of 2) • Visually check others present during visit • Assess person’s emotional state • Avoid sitting in the kitchen (many possible weapons; boiling water, knives) • Always wait to be invited to sit • Sit in straight-backed chair (easier to rise from chair in a hurry) • Be aware of all possible exits in the house • If there are dogs in house, ask client to remove them due to your allergies • Ask to turn the TV off, as “I” have trouble hearing • Restate the goal of the visit • Maintain a respectful and courteous attitude Center for Public Safety Innovation

11. What Can the Social Service and Health Care Professional Do?During the Visit(2 of 2) • Respect the individual’s personal space (maintain an appropriate distance) • Keep a clear path to the door • Avoid positioning self so that you become trapped if needed to make quick exit • If situation escalates, LEAVE • Avoid giving out personal information, such as address or phone number • Visually check the surrounding area or parking area when leaving • ALWAYS carry car keys in same place where they are readily accessible Center for Public Safety Innovation

12. What Can the Social Service and Health Care Professional Do?Office Visit(1 of 2) • Plan an emergency escape route • Know how to get help and to call law enforcement • Know if 911 can be called directly or if other numbers must be called first • Arrange furniture in office to prevent entrapment (sit where you have quickest access to the doorway) • Avoid working alone in office after regular working hours; notify someone you are working late and keep all exterior doors locked Center for Public Safety Innovation

13. What Can the Social Service and Health Care Professional Do?Office Visit(2 of 2) • Avoid seeing clients alone after hours • Have co-worker attend meeting when interviewing possibly threatening clients or if you feel your personal safety might be threatened • Avoid giving personal information during interview • Keep your automobile locked at all times Center for Public Safety Innovation

14. Defusing Techniques • Keep it from escalating; try to stay calm and listen attentively • Avoid sudden movements • Avoid confrontation • Maintain eye contact and personal space • Keep situation in your control • Use calm tone when speaking • Do not argue with person • Signal a co-worker or supervisor that you need help (try not to let angry client see this, as it may escalate situation) Center for Public Safety Innovation

15. Five Universal Truths of “Human Interaction" • People feel the need to be respected. • People would rather be asked than be told. • People have a desire to know why. • People prefer to have options over threats. • People want to have a second chance. Center for Public Safety Innovation

16. Anger Prompting Events • Losing power • Losing status • Losing respect • Being insulted • Not having things turn out the way one expected Center for Public Safety Innovation

17. Signs of Anger • Raised Voice • Rapid Speech • High Pitched Voice • Fidgeting • Shaking • Balled Fists • Erratic Movements • Wild Gesturing • Pacing • Aggressive Posture Center for Public Safety Innovation

18. Negative Physical Behaviors • Slouching or uninterested • Fake smile • Lack of movement • Unnaturally rigid • Overly dramatic movement • Rubbing of hands • Elbows close to side of body • Runners position • Closed / Hidden palms • Pre-fight stretch or shifting weight Center for Public Safety Innovation

19. Dealing with the Angry Person De-escalate Center for Public Safety Innovation

20. De-escalation Tactics • Relationship • Introduce yourself (if they do not already know you) • Ask the person what they would like to be called • Don't shorten their name or use their first name without their permission Center for Public Safety Innovation

21. De-escalation Tactics • Focus • Use closed ended questions • If the person is not too agitated, briefly explain why you are asking the question • Example: I'd like to get some basic information from you so that I can help you better. Where do you live? Center for Public Safety Innovation

22. De-escalation Tactics • Build Trust • Establish a point of agreement • Positive language • Active listening Center for Public Safety Innovation

23. De-escalation Tactics • Respect • This is communicated with: • Words • Para-verbal Communication • Non-verbal behavior • Use of words like please and thank you Center for Public Safety Innovation

24. De-escalation Tips • Appear calm, centered, and self assured • Use a modulated, low, monotonous voice • Do not be defensive • Be respectful • Never turn your back • Allow physical space between you • Do not get loud and try to talk over a screaming person • Empathize with feelings, not behavior • Trust your instincts (intuition) • If de-escalation isn’t working, stop and get out Center for Public Safety Innovation

25. Social work(and health care) are professions concerned with helping individuals, families, groups and communities to enhance their individual and collective well-being. -- Wikipedia What is of utmost importanceis that the social worker and health care provider goes home safely,each and every day! Center for Public Safety Innovation

26. Situational Awarenessfor Social Service and Health Care ProfessionalsSafety Tip Sheet • Here is a direct link to the Safety Tip Sheet • Print out and … • post in the office • keep handy at your desk • include in your case file or clipboard as a reminder in the field Center for Public Safety Innovation

27. "This project was supported by Award No. VF009 awarded by the Office for Victims of Crime, Office of Justice Programs. Sponsored by the Office of the Attorney General, the Center for Public Safety Innovation (CPSI) at St. Petersburg College, and the State of Florida.“ In accordance with federal law and U.S. Department of Justice policy, this organization is prohibited from discriminating on the basis of race, color, national origin, religion, sex, age, or disability. To file a complaint of discrimination, write the Florida Department of Legal Affairs, Federal Discrimination Complaint Coordinator, PL-01, The Capitol, Tallahassee, Florida, 32399-1050, or call850-414-3300, or write Office for Civil Rights, Office of Justice Programs, U.S. Department of Justice, 810 7th Street, NW, Washington, DC 20531 or call 202-307-0690 (Voice) or 202-307-2027 {TDD/TYY). Individuals who are hearing impaired or have speech disabilities may also contact OCR through the Federal Relay Service at 800-877-8339 {TTY), 877-877-8982 (Speech), or 800-845-6136 (Spanish). * * * * *October 30, 2019 Center for Public Safety Innovation

28. CPSI gratefully acknowledges the contributions from RAD Training Inc. in the development of this program. For more information about training with CPSI,727-341-4581 cpsi.spcollege.edu CPSI.info@spcollege.edu @CPSITraining www.Facebook.com/CPSITraining