Government / Council & Public Sectors
In today’s government and public service sector, workers face an alarming increase in violence and aggression, including verbal abuse from members of the public. This behaviour compromises the ability of staff to carry out their roles, as well as their personal safety, as the aggressive behaviour not only threatens employee well-being but also impacts the quality of services provided to the community.
Our comprehensive ADP Training Framework offers a robust solution to these pressing issues. Our framework is designed to equip government and public service workers with essential skills to manage and de-escalate potentially violent situations before they escalate. By focusing on prevention and response strategies, we aim to create safer work environments and foster a culture of respect between the public and staff. This approach not only enhances employee safety but also contributes to improved service delivery.
Key risks faced by retail workers include:
- Verbal abuse and threats from members of the public
- Physical violence, including spitting and assault and drug and alcohol effected individuals
- Harassment and intimidation, both in-person and online
- Exposure to aggressive behaviour in various settings, including offices, client homes and public spaces
- Self Harm threats and dealing with people with mental health challenges
It’s crucial to consider all employee groups that may be affected, including workers that are in the field in public spaces, working in isolation, as well as shift workers.
How the ADP Framework can help:
- Comprehensive de-escalation techniques tailored to public service interactions
- Scenario-based training for practical application in government settings
- Strategies for identifying and managing potential threats, including those related to service delivery and call centres
- Post-incident support and reporting procedures specific to government and public service environments
Implementation Strategies
- De-escalation toolkits designed specifically for government and public service roles such as call centre staff and workers in public spaces
- Strategies to enable staff to effectively de-escalate situations while managing their daily work tasks
- Tailored checklists designed specifically for public service roles to keep workers safe
Implementing our ADP Framework demonstrates a commitment to employee welfare and compliance with workplace safety regulations. Our tailored approach ensures that the training meets the specific needs of each government and public service environment, from customer service centres to social services offices.