Workplace Violence and Aggression: Risk Assessment and De‑Escalation

Here’s the practical picture you need to bake into your program:

·       Alberta: The OHS Act sets duties for employers, supervisors, and workers; Part 27 of the OHS Code sets the technical requirements. You must assess the risk, maintain a written prevention plan (policy, procedures, reporting, investigation, follow‑up), train workers, and review the plan regularly—updating after incidents or when conditions change.

·       Canada Labour Code (federally regulated): The Work Place Harassment and Violence Prevention Regulations (SOR/2020‑130) require a joint risk assessment, prevention measures, worker training, clear response timelines, and program reviews.

·       Across jurisdictions (e.g., BC, ON): Requirements converge on four pillars—risk assessment, controls, training, and incident response/follow‑up—with special emphasis on communicating risk information to workers.

What Counts As Violence And Aggression

Violence isn’t just physical assault. It includes threats, intimidation, harassment (including sexual and discriminatory harassment), bullying, stalking, and any behaviour that could reasonably cause physical or psychological harm. Aggression can start small (snide remarks, dismissive gestures) and escalate if it’s not addressed. Your assessment should capture both overt violence and the earlier warning signs of escalation.

How to run a workplace violence risk assessment (clear, repeatable, COR‑friendly)

Use this sequence so your assessment is defendable in an audit and actually helpful on the floor:

1.       Define scope and team: Identify areas, jobs, tasks, client populations, and hours of work. Include the OHS Committee/Representative and front‑line staff who know the work. If you’re federally regulated, involve the applicable partner (policy committee, workplace committee, or representative).

2.       Collect evidence: Review incident/near‑miss data (including harassment files), security logs, client behaviour flags, site access patterns, seasonal peaks, lone work situations, and environmental factors (lighting, sightlines, exits, barriers, working in the community). Benchmark similar workplaces.

3.       Map scenarios: For each area/task, identify who could be violent or aggressive (customers, patients/clients, students, contractors, members of the public, co‑workers), the triggers, and escalation patterns. Consider equity factors (e.g., impacts on women, Indigenous and racialized workers, workers with disabilities).

4.       Rate risk: Use your standard risk matrix but ensure you include both physical and psychological harm. For dynamic environments, add point‑in‑time tools (e.g., individual client risk flags) that workers can use at the start of a shift or visit.

5.       Select controls using the hierarchy: Elimination, substitution, engineering, administrative, and PPE. If you can’t eliminate the hazard, stack controls—don’t rely on a single administrative line in a procedure.

6.       Write the prevention plan: Policy, responsibilities, hazard‑ and scenario‑specific procedures, worker information and instruction, reporting pathways, investigation approach, victim support, and follow‑up actions.

7.       Train and practice: Deliver role‑specific training (frontline vs. managers vs. security). Include realistic scenarios and de‑escalation drills. Tie training to documented procedures and the assessment results.

8.       Communicate risk: Share area‑specific risks and controls with workers before they face the public. Use signage, briefing notes, and digital alerts where appropriate.

9.       Measure and review: Track leading and lagging indicators (see metrics below). Review the plan at least annually, and after any incident, change of layout, new service model, or spike in occurrences.

De‑Escalation That Frontline Workers Will Actually Use

De‑escalation works best when it’s embedded in normal work—simple tools, practiced often. Coach behavioural skills, not scripts. Emphasize worker discretion: the goal is safe resolution or safe exit, not winning an argument.

Core skills to train and practice:

·       Situational awareness: read space, exits, barriers, crowds, and escape routes; keep an exit at your back; maintain two‑arm‑length distance.

·       Calm presence: breathe, lower your voice, slow your pacing, manage your hands, and avoid sudden movements or pointing.

·       Neutral language: use short, respectful statements; focus on choices and boundaries ("I want to help. Here are two options that work within our policy …").

·       Active listening: paraphrase, name feelings without judgment, and ask open questions that invite calmer choices.

·       Trigger checks: reduce stimuli—lower noise, reduce audience, offer privacy, provide a chair or water where appropriate.

·       Boundary statements: clear, respectful, and paired with consequences and alternatives ("If the yelling continues, I’ll need to step away and bring a supervisor; if we can lower voices, I can keep working on this with you").

·       Time‑out and hand‑off: use a buddy or supervisor swap; rotate staff early to prevent escalation and fatigue.

·       Personal safety cues: hands free, stance at 45°, line of sight to exit, respect personal space, never turn your back in a heated moment.

Controls That Make De‑Escalation Stick (Use The Hierarchy)

·       Elimination/Substitution: redesign services to remove high‑risk interactions (e.g., online payments instead of cash handling; scheduled appointments instead of drop‑ins during peak stress).

·       Engineering: sightlines, lighting, CCTV with privacy‑compliant placement, fixed and mobile duress alarms, controlled entry, barriers at reception, furniture anchored and arranged to preserve exits, safe rooms, two‑way radios, vehicle GPS/telemetry for community work.

·       Administrative: zero‑tolerance policy with graduated enforcement, client codes of conduct, flagged‑client protocols, staffing models that avoid solo coverage during peak risk, journey management for community visits, clear reporting and investigation procedures, and a victim support process.

·       PPE and emergency equipment: discreet body alarms, cell phones with emergency shortcuts, where appropriate body‑worn cameras following privacy law and policy, and first‑aid access.

·       Information sharing: lawful, need‑to‑know briefing notes about known risks (especially for flagged clients or locations) so workers aren’t surprised.

High‑Risk Contexts To Plan For

·       Healthcare and social services: unpredictable clinical behaviours, family stress, wait times, substance use, and care refusals. Use individual client risk assessments and team responses.

·       Public‑facing counters and retail: disputes about fees, returns, service limits; late nights; alcohol proximity. Design for distance, barriers, and fast supervisor access.

·       Education and libraries: policy enforcement (noise, access), challenging interactions with students or the public; emphasize non‑confrontational service limits and buddy systems.

·       Field and community work: lone work, remote areas, private residences. Use pre‑visit risk screens, check‑ins, journey management, and "disengage and leave" protocols.

·       Security and enforcement roles: higher frequency and severity; emphasize tactical communications, team formations, and immediate access to support.

Training That Meets The Regs And Changes Behaviour

1.       Start with policy and procedures: workers need to know the exact steps your program expects—who to call, when to disengage, and how to report.

2.       Teach the basics first: awareness, posture, voice, words, boundaries, exits.

3.       Use scenarios from your risk assessment: run short drills in the actual work area if possible.

4.       Coach supervisors: they model tone, authorize disengagement, and protect staff who report.

5.       Blend eLearning with practice: micro‑modules plus short, coached role‑plays beat long slide decks.

6.       Close the loop: reinforce skills during tailgate talks and after‑action reviews following incidents.

Reporting, Investigation, And Support

·       Make it easy to report—even for "near‑miss" verbal aggression. Use one form and accept multiple channels (app, QR, email, phone).

·       Respond quickly with a triage model (immediate safety concern, urgent follow‑up, routine).

·       Investigate proportionally and focus on prevention: look at layout, staffing, cues, training, and policy clarity—not just individual behaviour.

·       Support the worker: debrief, offer peer support and EAP resources, adjust schedules if needed, and be explicit about non‑retaliation.

·       Share lessons learned: safety talks, briefings, and program updates after each review.

What To Measure (And How To Talk About It With Leadership)

·       Leading indicators: % of areas with current risk assessments; % of staff trained/refreshed; time to respond to duress alarms; completion of pre‑shift/client risk screens; % of incidents with debriefs completed within 48 hours.

·       Lagging indicators: number and severity of incidents per 100 FTE; days lost; modified duties; turnover in high‑risk roles; customer service complaints tied to aggression.

·       Quality checks: spot audits of layout and alarm tests; supervisor field coaching; worker survey items on confidence and psychological safety.

1. Confirm definitions and scope (physical and psychological harm).
2. Form the assessment team and plan site walk‑throughs and interviews.
3. Collect data (incidents, near misses, staffing, layout, hours, client types).
4. Identify scenarios and triggers; rate risks for each area/job/task.
5. Select layered controls using the hierarchy; write/refresh procedures.
6. Set up worker information sharing and signage; test duress systems.
7. Deliver role‑specific training and short practice drills.
8. Establish simple reporting and after‑action reviews; support affected workers.
9. Publish metrics and schedule quarterly reviews; revise after incidents or major changes.

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References

1. Alberta OHS – Workplace violence and harassment overview: https://www.alberta.ca/workplace-harassment-violence
2. Alberta OHS Code – Part 27: Violence and Harassment: https://search-ohs-laws.alberta.ca/legislation/occupational-health-and-safety-code/part-27-violence-and-harassment/
3. Canada Labour Code – Work Place Harassment and Violence Prevention Regulations (SOR/2020‑130): https://laws-lois.justice.gc.ca/eng/Regulations/SOR-2020-130/index.html
4. Canada Gazette summary – SOR/2020‑130: https://gazette.gc.ca/rp-pr/p2/2020/2020-06-24/html/sor-dors130-eng.html
5. CCOHS – Violence in the Workplace Prevention Guide (table of contents): https://www.ccohs.ca/products/publications/violence_toc.html
6. WorkSafeBC – Violence (hazard page): https://www.worksafebc.com/en/health-safety/hazards-exposures/violence
7. WorkSafeBC – Take Care: How to Develop and Implement a Workplace Violence Prevention Program: https://www.worksafebc.com/resources/health-safety/books-guides/take-care-how-to-develop-and-implement-a-workplace-violence-prevention-program?direct=&lang=en
8. PSHSA – Resources for risk assessment and de‑escalation: https://www.pshsa.ca/resources/
9. WSPS – 5 de‑escalation tips (federally regulated context): https://www.wsps.ca/resource-hub/articles/5-de-escalation-tips-when-responding-to-agitated-colleagues-and-customers-federal
10. CSA Z1003 – Psychological health and safety in the workplace (standard info and free download): https://www.csagroup.org/article/can-csa-z1003-13-bnq-9700-803-2013-r2022-psychological-health-and-safety-in-the-workplace/
11. CSA Z1003 – Direct PDF (free standard): https://www.csagroup.org/store-resources/documents/codes-and-standards/2421865.pdf
12. Statistics Canada – Workplace harassment data table (2024): https://www150.statcan.gc.ca/n1/daily-quotidien/240212/dq240212a-eng.htm
13. ESDC – Annual reports on harassment and violence (2022): https://www.canada.ca/en/employment-social-development/services/health-safety/reports/2022-workplace-harassment-violence.html
14. ESDC – Annual report (2023): https://www.canada.ca/en/employment-social-development/services/health-safety/reports/2023-workplace-harassment-violence.html

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