Page 64 - Staff Handbook 2024

What is BREATHE?
Just Better
Care believes all
employees have
a right to feel safe
and comfortable
while at work. From
time to time, Just
Better Care staff may
find themselves in
challenging customer
situations, where a
customer behaves
inappropriately
toward them. It is
important that staff
know how to respond
in these situations,
to ensure personal
safety and feel
supported.
In the event a
customer or family
member is behaving
inappropriately
toward you or a
co-worker (or acts
inappropriately in
your presence), please
remember BREATHE.
Inappropriate
behaviour includes
(but is not limited
to) any form of
harassment, abuse,
threats, aggression,
inappropriate
requests or remarks
of sexual nature etc.
64 B R E
Breathe
Take a second
to take some
deep breaths
to evaluate the
situation – what do
I need to do next?
Be aware of the
surroundings and
exit points for each
visit.
Boundaries
Verbalise and
respect your
boundaries; you
do not have to
be in a situation
where you feel
uncomfortable
or where your
personal safety is
at risk.
Respond/
Re-Assess
Restate your
professional
boundaries with
customer, where
necessary.
Re-assess and
ask yourself – has
this situation
improved?
Ensure you know
the process of
reporting and
gaining support if
needed.
Engage
Engage
with your
Coordinator for
support; you
do not need to
go this alone.
EAP counselling
or your
Coordinator
can help.
Escalate
Speak with your
Coordinator
as soon as
possible. They
can guide you
around incident
management
procedures
to follow and
provide support.
Respect
Respect your
needs, remove
yourself from
the situation if
you are able. If
the situation
escalates and
you are unable to
remove yourself
safely, contact
the office
and state the
emergency code
phrase “Hi, is
Donelda there?”
Just Better Care © Staff Handbook