Reduction in incidents of violence and aggression rail sector

A train company had 312 days when staff were unable to attend work as a result of being abused, threatened or assaulted in circumstance arising out of the course of their employment.

A thorough investigation of the incidents concluded that an intervention that included staff training was required. The staff training to be customised and based on the findings of the incidents and the “reasonably foreseeable” risk identified through the risk assessment process.

A one day programme was provided for all staff in front line jobs and a year later the absenteeism was down from 312 days to just 53 and reporting was up. There was no reduction in fare collections. The cost of the learning intervention was outweighed by the reduced direct costs of absenteeism and indirect management and overtime costs.

Some two and four years post training provided by Solutions the leaning was validated by meeting some 400 staff and the key reasons for the success of the intervention were.

1. Staff making better personal risk assessments
2. Increased use of space
3. Greater trust in management
4. Staff not making stereotypical judgments about people
5. Not pursuing people for minor infringements but calling on other staff e.g. British Transport Police.

 This programme customised for your business can be provided. It also has a qualification on the regulated qualifications framework guaranteeing quality as the award is set by OFQUAL.