Lesson 7 – Accidents, Aggression and Emergency Action

Lesson overview

Employees should know how to raise the alarm and obtain assistance without putting themselves or others at greater risk.

Lesson content

7.1 Immediate danger

If there is a serious or immediate threat:

1. Move to a place of safety.
2. Call 999 and request the appropriate emergency service.
3. Provide the location and nature of the emergency.
4. Follow the operator’s instructions.
5. Contact MyEstate when it is safe.
6. Do not return until authorised to do so.

7.2 Aggression or violence

Employees should:

• Prioritise escape over protecting keys, equipment or documents.
• Avoid physical intervention unless unavoidable for immediate self-protection.
• Raise the alarm when safe.
• Seek medical attention where required.
• Preserve relevant evidence without returning to danger.
• Record the incident as soon as reasonably practicable.

7.3 Accidents and medical emergencies

Employees should:

• Contact emergency services where necessary.
• Provide first aid only within their competence.
• Avoid moving an injured person unless remaining presents greater danger.
• Inform MyEstate.
• Record the circumstances and any action taken.

Emergency procedures should explain how and when lone workers contact their employer and provide appropriate emergency numbers.

7.4 Code words and emergency alerts

A MyEstate code word should:

• Be easy for employees to remember.
• Sound natural during a telephone call.
• Have a single, clearly understood meaning.
• Trigger a defined response.
• Be known only to relevant employees.
• Be reviewed if it may have become compromised.

Staff must understand whether an alert means “call me,” “send assistance” or “contact the emergency services.”