Page 62 - Staff Handbook 2024

are taken very seriously. Workplace
grievances and complaints of this
nature should be reported and will be
dealt with appropriately.
If anyone’s behaviour is concerning,
intimidating or worrying you, you
must report it to your Coordinator
or Manager. Incident Report forms
are available on the Just Better
Care Intranet or the Mobile App.
Always call your Coordinator or
Manager if you:
•
Experience any form of abuse or
inappropriate behaviour
•
Feel that carrying out a service is a
threat to your health or wellbeing
•
Have any concern regarding the
health or wellbeing of a customer or
in danger during a service and fear
for your safety.
If you are concerned for your safety
at any time during a service, please
attempt to remove yourself from
the situation.
You should leave the customers’
home as soon as safely possible
should known risk factors indicate a
possible aggressive or violent attack,
or if danger is sensed, or you are
uncomfortable with the situation, and
contact your office immediately.
If the customer or family member is
becoming difficult or aggressive, know
how to de-escalate the situation:
•
Speak to the person in a clear, non-
provocative manner
•
Give the person enough
personal space
•
Use voice and eye contact to
attempt to maintain the balance
•
Use diversion if possible – a change
62 of focus, distraction, or interrupt
train of thought
•
•
•
Keep your posture relaxed and
avoid standing directly in front of
the person. If you think they may
become violent, keep your distance
from them
If the situation is out of your control,
walk away and contact your office
immediately
Contact emergency services if you
feel it is appropriate
Tip—Inform the customer you need
to get something from your car, e.g.
gloves. Once safe in your vehicle,
lock the door and contact your
Coordinator or emergency services
immediately
If you are in imminent danger and
cannot exit the customer’s home
and/or contact emergency services,
try locking yourself in the bathroom
and call the office – use the code
phrase “Hi, is Donelda there? It’s
[First Name] here.” The office staff
person will ask you for your name and
provide assistance in accordance with
Donelda Call Emergency Response
Protocols. This may include contacting
the police.
Intranet link:
Go to https://intranet.
justbettercare.com.au
and search for Working in
Isolation Policy or click Human
Resources Staff Handbook
Related Resources > POHR008
Policy - Working in Isolation
Just Better Care © Staff Handbook