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Identifying and managing risks in home library services Presented by Mylee Joseph @ HLSSIG 6 September 2011 Picture credit...
203  paid staff 9  contractors 1,831  hrs per week 390  volunteers 405  hours per week Picture credit: Tamworth Regional C...
<ul><li>variations in vehicles </li></ul><ul><li>paid staff and volunteers </li></ul><ul><li>council policies and practice...
Picture credit: cc  http://www.flickr.com/photos/pictureperfectpose/76138988/
New members joining HLS <ul><li>Activity </li></ul><ul><li>Permission to enter private property </li></ul><ul><li>Emergenc...
New members joining HLS <ul><li>Recommended best practice </li></ul><ul><li>Include a privacy statement on HLS application...
Picture credit: cc  http://www.flickr.com/photos/glengollrad/4532138370/
Delivery locations <ul><li>Activity </li></ul><ul><li>Delivery locations assessed for OH&S risks </li></ul><ul><li>Record ...
Delivery locations <ul><li>Recommended best practice </li></ul><ul><li>Use a standard checklist for assessing sites on the...
Picture credit: Hornsby Library and Information Service
Deliveries <ul><li>Activity </li></ul><ul><li>Assess if the vehicle requires modification (eg. cargo drawer) for safe work...
Deliveries <ul><li>Recommended best practice </li></ul><ul><li>Vehicle is regularly maintained </li></ul><ul><li>Vehicle f...
Picture credit: cc  http://www.flickr.com/photos/kentkb/5168479042/
Staff / volunteer identification <ul><li>Activity </li></ul><ul><li>Staff and volunteers should be able to be clearly iden...
Staff / volunteer identification <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers have official id...
Picture credit: cc  http://www.flickr.com/photos/abhishek_kr7/5025803589/
Volunteers <ul><li>Activity </li></ul><ul><li>Volunteers may visit clients in their homes to make deliveries </li></ul><ul...
Volunteers <ul><li>Recommended best practice </li></ul><ul><li>Appropriate screening processes are in place for volunteer ...
Picture credit: The Hills Shire Library
Manual handling <ul><li>Activity </li></ul><ul><li>Staff or volunteers may be injured conducting deliveries  </li></ul><ul...
Manual handling <ul><li>Recommended best practice </li></ul><ul><li>A safe work method statement is in place  </li></ul><u...
Picture credit: cc http://www.flickr.com/photos/terriem/2678448140/
First aid protocols <ul><li>Activity </li></ul><ul><li>Staff or volunteers may encounter clients that are sick or injured ...
First aid protocols <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers are aware of appropriate emer...
Picture credit: cc http://www.flickr.com/photos/peterhellberg/5118488651/
Difficult / distressed clients <ul><li>Activity </li></ul><ul><li>Many housebound clients can experience variations in the...
Difficult / distressed clients <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers have received trai...
Picture credit: cc  http://www.flickr.com/photos/mattadams/2398517078/
Deceased clients <ul><li>Activity </li></ul><ul><li>Many housebound clients have serious / chronic illnesses and are in th...
Deceased clients <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers have received training in approp...
Picture credit: cc http://www.flickr.com/photos/xmacex/3272451089/
Lending electrical equipment <ul><li>Activity </li></ul><ul><li>Libraries may loan CD players, DAISY players or other elec...
Lending electrical equipment <ul><li>Recommended best practice </li></ul><ul><li>Monitor any developments in the relevant ...
Contacts <ul><li>Mylee Joseph  </li></ul><ul><li>Consultant, Public Library Services </li></ul><ul><li>[email_address] </l...
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Identifying & managing risks in home library service

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Identifying and managing risks in home library services: NSW Home Library Service Working Group and Mylee Joseph Consultant, Public Library Services, State Library of New South Wales

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Identifying & managing risks in home library service

  1. 1. Identifying and managing risks in home library services Presented by Mylee Joseph @ HLSSIG 6 September 2011 Picture credit: cc http://www.flickr.com/photos/andercismo/2349098787/
  2. 2. 203 paid staff 9 contractors 1,831 hrs per week 390 volunteers 405 hours per week Picture credit: Tamworth Regional Council
  3. 3. <ul><li>variations in vehicles </li></ul><ul><li>paid staff and volunteers </li></ul><ul><li>council policies and practices </li></ul><ul><li>frequency of deliveries </li></ul><ul><li>volume of materials delivered </li></ul><ul><li>client locations </li></ul><ul><li>use of technology </li></ul>Picture credit: cc http://www.flickr.com/photos/marispacifica/3483174139/             S ome rights reserved by marispacifica
  4. 4. Picture credit: cc http://www.flickr.com/photos/pictureperfectpose/76138988/
  5. 5. New members joining HLS <ul><li>Activity </li></ul><ul><li>Permission to enter private property </li></ul><ul><li>Emergency contact details </li></ul><ul><li>Meets eligibility requirements [eg. doctors certificate] </li></ul><ul><li>Hazards </li></ul><ul><li>Breach of privacy legislation which sets standards for dealing with personal information </li></ul><ul><li>Clients with dementia may forget they have given permission to enter private property </li></ul><ul><li>Client may be discovered injured or sick requiring assistance </li></ul><ul><li>Emergency contact may be difficult to reach </li></ul><ul><li>Carers may not be able to provide a doctor’s certificate to prove eligibility </li></ul>
  6. 6. New members joining HLS <ul><li>Recommended best practice </li></ul><ul><li>Include a privacy statement on HLS application forms </li></ul><ul><li>Store client records appropriately </li></ul><ul><li>The emergency contact is aware that the person has joined the library service and that deliveries will be made to the home </li></ul><ul><li>The HLS policy should provide an entry point for carers who are housebound due to their caring responsibilities </li></ul><ul><li>Information is provided to clients / carers when they join the service with appropriate Council contact information eg. in case they need to make a complaint. </li></ul>
  7. 7. Picture credit: cc http://www.flickr.com/photos/glengollrad/4532138370/
  8. 8. Delivery locations <ul><li>Activity </li></ul><ul><li>Delivery locations assessed for OH&S risks </li></ul><ul><li>Record delivery run details for relief drivers or incidents </li></ul><ul><li>Locations where incidents involving council staff occurred </li></ul><ul><li>Locations where it is hazardous to enter unaccompanied </li></ul><ul><li>Hazards </li></ul><ul><li>Slip / trip / fall hazards at delivery site </li></ul><ul><li>Dog attacks </li></ul><ul><li>Parking may be dangerous / difficult </li></ul><ul><li>Management has route details and any potential hazards </li></ul><ul><li>Locations where council officers encountered difficulties </li></ul><ul><li>Locations may be hazardous for a staff member to attend alone. </li></ul>
  9. 9. Delivery locations <ul><li>Recommended best practice </li></ul><ul><li>Use a standard checklist for assessing sites on the first visit, identifying any issues surrounding parking, dogs, access points, trip hazards etc. </li></ul><ul><li>Keep site checklists with information on delivery routes in case of relief drivers or incidents </li></ul><ul><li>Identify any locations where it is risky for staff or volunteers to visit unaccompanied </li></ul><ul><li>Check if a previous incident register is maintained of addresses council officers (rangers, inspectors, etc) </li></ul><ul><li>Staff conducting deliveries should have a means of contacting the library in case of incident [eg. mobile phone or two way radio] </li></ul>
  10. 10. Picture credit: Hornsby Library and Information Service
  11. 11. Deliveries <ul><li>Activity </li></ul><ul><li>Assess if the vehicle requires modification (eg. cargo drawer) for safe work practice. </li></ul><ul><li>Ensure the vehicle is in a safe condition to operate including any modifications required (eg. cargo drawer). </li></ul><ul><li>Minimise the risk of driving accidents or physical injury </li></ul><ul><li>Volunteers may be using their own vehicles </li></ul><ul><li>Hazards </li></ul><ul><li>Staff or volunteer may be injured conducting deliveries </li></ul><ul><li>Vehicle breakdown </li></ul><ul><li>Driving accident resulting in damage to the vehicle </li></ul><ul><li>Contagious diseases contracted from visits </li></ul><ul><li>Staff or volunteers may be contagious and pass infection on to frail clients </li></ul>
  12. 12. Deliveries <ul><li>Recommended best practice </li></ul><ul><li>Vehicle is regularly maintained </li></ul><ul><li>Vehicle fitted with any safety features eg. cargo drawer, safety barrier, mirrors, beeper when reversing </li></ul><ul><li>Drivers have appropriate training to operate the vehicle safely </li></ul><ul><li>Easy access to the vehicle for loading and unloading </li></ul><ul><li>Vehicle selection prioritises driver safety </li></ul><ul><li>Safe work method in place (manual handling, driving, infection control) </li></ul><ul><li>Staff and volunteers are alert to the possibility of infection and take appropriate precautions </li></ul><ul><li>Staff have a means of contacting the library in case of incident (eg. mobile phone or two way radio) </li></ul><ul><li>Insurance for volunteers using their own vehicles </li></ul>
  13. 13. Picture credit: cc http://www.flickr.com/photos/kentkb/5168479042/
  14. 14. Staff / volunteer identification <ul><li>Activity </li></ul><ul><li>Staff and volunteers should be able to be clearly identified while making deliveries </li></ul><ul><li>Hazards </li></ul><ul><li>Staff may be challenged by clients or their families/friends when making deliveries </li></ul><ul><li>Staff may need to demonstrate they are authorised to enter private property </li></ul><ul><li>Clients may make claims that items have been stolen from their homes </li></ul><ul><li>Unauthorised visits to clients homes by staff or volunteers may occur </li></ul>
  15. 15. Staff / volunteer identification <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers have official identification on display while conducting deliveries [eg. photo identification or name tag] </li></ul><ul><li>Volunteers are aware that only trained and authorised volunteers may conduct deliveries [ie. an untrained friend cannot fill in for them] </li></ul><ul><li>Consider providing uniforms for staff </li></ul><ul><li>Grievance policy and dispute resolution procedure is in place re: HLS staff or volunteers accused of stealing items from homes or behaving inappropriately with clients. </li></ul><ul><li>Council contact information provided to clients / carers in case they need to make a complaint. </li></ul><ul><li>Confidentiality is maintained while complaints are investigated to protect staff in case of unproven or vexatious complaints. </li></ul>
  16. 16. Picture credit: cc http://www.flickr.com/photos/abhishek_kr7/5025803589/
  17. 17. Volunteers <ul><li>Activity </li></ul><ul><li>Volunteers may visit clients in their homes to make deliveries </li></ul><ul><li>Volunteer may be injured conducting deliveries </li></ul><ul><li>Volunteers selecting items in the library </li></ul><ul><li>Hazards </li></ul><ul><li>Volunteers represent themselves as employees of council </li></ul><ul><li>Volunteers behave inappropriately while conducting library business </li></ul><ul><li>Volunteers may be injured manual handling books in the library [eg. while selecting items] </li></ul>
  18. 18. Volunteers <ul><li>Recommended best practice </li></ul><ul><li>Appropriate screening processes are in place for volunteer recruitment </li></ul><ul><li>A code of conduct is provided for all volunteers </li></ul><ul><li>Appropriate training and mentoring is provided for volunteers </li></ul><ul><li>Complaints about volunteers are followed up promptly </li></ul><ul><li>Insurance issues regarding volunteers using their own vehicles have been addressed. </li></ul><ul><li>Insurance and OH+S issues regarding volunteers using council vehicles have been addressed. </li></ul><ul><li>Volunteers are aware of lines of reporting and procedures in case of grievances. </li></ul>
  19. 19. Picture credit: The Hills Shire Library
  20. 20. Manual handling <ul><li>Activity </li></ul><ul><li>Staff or volunteers may be injured conducting deliveries </li></ul><ul><li>Hazards </li></ul><ul><li>Slip, trip, fall in library loading area or delivery locations </li></ul><ul><li>Muscle strains or back injury caused by lifting </li></ul><ul><li>Strains caused by opening / closing vehicle </li></ul>
  21. 21. Manual handling <ul><li>Recommended best practice </li></ul><ul><li>A safe work method statement is in place </li></ul><ul><li>The work area is kept clear of trip hazards </li></ul><ul><li>Access to the vehicle is clear </li></ul><ul><li>Staff and volunteers have received manual handling training </li></ul><ul><li>Suitable trolleys and other aids are available for use </li></ul><ul><li>Items are delivered in containers that minimise the risk of overloading </li></ul><ul><li>The workstation height, access, egress is appropriate </li></ul><ul><li>Appropriate loan limits and load limits exist to minimise the risk of injury to staff / volunteers </li></ul>
  22. 22. Picture credit: cc http://www.flickr.com/photos/terriem/2678448140/
  23. 23. First aid protocols <ul><li>Activity </li></ul><ul><li>Staff or volunteers may encounter clients that are sick or injured during the course of making deliveries </li></ul><ul><li>Hazards </li></ul><ul><li>Staff may be injured assisting the client </li></ul><ul><li>Client may suffer serious injury or death if assistance is not obtained </li></ul><ul><li>Staff may inadvertently injure client while assisting </li></ul>
  24. 24. First aid protocols <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers are aware of appropriate emergency response procedures [ie. calling ambulance and emergency contact for client]. </li></ul><ul><li>Access to first aid training is available for staff. </li></ul>
  25. 25. Picture credit: cc http://www.flickr.com/photos/peterhellberg/5118488651/
  26. 26. Difficult / distressed clients <ul><li>Activity </li></ul><ul><li>Many housebound clients can experience variations in their behaviour due to illness, degenerative conditions, medication, isolation and loneliness </li></ul><ul><li>Hazards </li></ul><ul><li>Staff / volunteers may encounter a client who is disoriented </li></ul><ul><li>Staff / volunteers may be assaulted verbally or physically by a client </li></ul>
  27. 27. Difficult / distressed clients <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers have received training in appropriate responses when they encounter disoriented / difficult clients </li></ul><ul><li>Staff and volunteers are aware of any clients identified as being difficult due to known conditions [eg. dementia] </li></ul><ul><li>Incidents are reported to the supervisor and recorded. Where appropriate the emergency contact may need to be notified </li></ul>
  28. 28. Picture credit: cc http://www.flickr.com/photos/mattadams/2398517078/
  29. 29. Deceased clients <ul><li>Activity </li></ul><ul><li>Many housebound clients have serious / chronic illnesses and are in the latter part of their life </li></ul><ul><li>Hazards </li></ul><ul><li>Staff / volunteers may encounter a client who is deceased when they call in to deliver items </li></ul><ul><li>Staff / volunteers may be affected emotionally by the impact of encountering a deceased client or losing a long term client </li></ul><ul><li>Library materials may be lost when clients’ effects are dispersed </li></ul>
  30. 30. Deceased clients <ul><li>Recommended best practice </li></ul><ul><li>Staff and volunteers have received training in appropriate responses when they encounter deceased clients [ie. contacting the police / ambulance, informing the library manager] </li></ul><ul><li>Staff and volunteers who have been affected are appropriately debriefed by library management / council HR and have access to the employee assistance program if further counselling is required </li></ul><ul><li>A policy is in place re: HLS staff attending funerals for clients </li></ul><ul><li>A policy is in place re: writing off items that are lost when clients are deceased / moved into alternative accommodation. </li></ul>
  31. 31. Picture credit: cc http://www.flickr.com/photos/xmacex/3272451089/
  32. 32. Lending electrical equipment <ul><li>Activity </li></ul><ul><li>Libraries may loan CD players, DAISY players or other electrical equipment to clients </li></ul><ul><li>Hazards </li></ul><ul><li>Workcover requires that some electrical equipment be regularly tested and tagged. </li></ul><ul><li>Equipment may be damaged during use by the client. </li></ul><ul><li>Equipment may be hazardous if its condition deteriorates. </li></ul><ul><li>Items belonging to the client may be damaged by library equipment. </li></ul>
  33. 33. Lending electrical equipment <ul><li>Recommended best practice </li></ul><ul><li>Monitor any developments in the relevant legislation which specifically identifies working environments where testing and tagging of electrical equipment is required. </li></ul><ul><li>Asset management procedures are in place to manage, delete and replace equipment as required. </li></ul><ul><li>Inspect equipment regularly to identify deterioration. </li></ul>
  34. 34. Contacts <ul><li>Mylee Joseph </li></ul><ul><li>Consultant, Public Library Services </li></ul><ul><li>[email_address] </li></ul><ul><li>Susan Hoy </li></ul><ul><li>Burwood Library / HLS Chairperson </li></ul><ul><li>[email_address] </li></ul><ul><li>Lisa Marschall </li></ul><ul><li>Marrickville Library / HLS Secretary </li></ul><ul><li>[email_address] </li></ul>

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