Identifying & managing risks in home library service
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The document discusses risks associated with home library services and provides recommendations to manage those risks. It identifies risks related to new members, delivery locations, staff/volunteer identification, use of volunteers, manual handling, first aid protocols, difficult clients, deceased clients, and lending electrical equipment. For each risk, it recommends best practices such as conducting safety assessments, providing training, having emergency procedures, using identification, and developing policies.
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Identifying & managing risks in home library service
- 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. 203 paid staff 9 contractors 1,831 hrs per week 390 volunteers 405 hours per week Picture credit: Tamworth Regional Council
- 4. Picture credit: cc http://www.flickr.com/photos/pictureperfectpose/76138988/
- 7. Picture credit: cc http://www.flickr.com/photos/glengollrad/4532138370/
- 10. Picture credit: Hornsby Library and Information Service
- 13. Picture credit: cc http://www.flickr.com/photos/kentkb/5168479042/
- 16. Picture credit: cc http://www.flickr.com/photos/abhishek_kr7/5025803589/
- 19. Picture credit: The Hills Shire Library
- 22. Picture credit: cc http://www.flickr.com/photos/terriem/2678448140/
- 25. Picture credit: cc http://www.flickr.com/photos/peterhellberg/5118488651/
- 28. Picture credit: cc http://www.flickr.com/photos/mattadams/2398517078/
- 31. Picture credit: cc http://www.flickr.com/photos/xmacex/3272451089/
Editor's Notes
- Picture credit: http://www.flickr.com/photos/andercismo/2349098787/
- Picture credit http://www.tamworth.nsw.gov.au/ THE HLS WORKFORCE IN NSW HOW DOES THAT COMPARE WITH VICTORIA? - do you use any contractors? - do you use any volunteers? In what roles? Eg. WOW? We don’t yet have any WOW programs but I am hopeful for the future
- Some rights reserved by marispacifica http://www.flickr.com/photos/marispacifica/3483174139/ HOME LIBRARY SERVICES – SO SIMILAR AND YET SO MANY VARIATIONS SURVEY IN NSW IN 2009 REVEALED
- Picture credit: http://www.flickr.com/photos/pictureperfectpose/76138988/ YET SO MUCH IN COMMON WHEN IT COMES TO ASSESSING AND MANAGING RISK WORKING GROUP TACKLED THIS PROJECT TOGETHER SHARING EXPERIENCES / POLICIES AND PROCEDURES
- New members joining the home library service Activity Must provide permission to enter private property Must provide emergency contact details May have to meet eligibility requirements [eg. doctors certificate] Hazard Breach of privacy legislation [1] which sets standards for dealing with personal information Clients with dementia may forget they have given permission to enter private propertyClient may be discovered injured or sick requiring assistanceEmergency contact may be difficult to reach Carers may not be able to provide a doctor’s certificate to prove eligibility Recommended best practice Include a privacy statement on HLS application formsStore client records appropriately Ensure the emergency contact is aware that the person has joined the library service and that deliveries will be made to the home The HLS policy should provide an entry point for carers who are housebound due to their caring responsibilities Ensure 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. [1] Privacy and Personal Information Protection Act 1998 (NSW) http://www.lawlink.nsw.gov.au/lawlink/privacynsw/ll_pnsw.nsf/pages/PNSW_nswprivacy_laws
- New members joining the home library service Activity Must provide permission to enter private property Must provide emergency contact details May have to meet eligibility requirements [eg. doctors certificate] Hazard Breach of privacy legislation [1] which sets standards for dealing with personal information Clients with dementia may forget they have given permission to enter private propertyClient may be discovered injured or sick requiring assistanceEmergency contact may be difficult to reach Carers may not be able to provide a doctor’s certificate to prove eligibility Recommended best practice Include a privacy statement on HLS application formsStore client records appropriately Ensure the emergency contact is aware that the person has joined the library service and that deliveries will be made to the home The HLS policy should provide an entry point for carers who are housebound due to their caring responsibilities Ensure 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. [1] Privacy and Personal Information Protection Act 1998 (NSW) http://www.lawlink.nsw.gov.au/lawlink/privacynsw/ll_pnsw.nsf/pages/PNSW_nswprivacy_laws
- Picture credit: http://www.flickr.com/photos/glengollrad/4532138370/
- Risk assessment of delivery locations Activity - Delivery locations should be assessed for risks in line with council’s OH&S requirements - Records should be kept of delivery run details in case of relief drivers or incidents - Identify locations where previous incidents involving council staff have occurred - Assess locations where it is hazardous for staff or volunteers to enter unaccompanied Hazard - Slip / trip / fall hazards at each delivery site should be assessed - Dog attacks - Parking may be dangerous / difficult at the site - If an accident / incident occurs while completing deliveries management should have access to information about where the staff member is likely to be [route details] and any potential hazards in those locations. - Some locations may be addresses that other council officers (rangers, inspectors, etc.) have encountered difficulties. - Some locations may be hazardous for a staff member to attend alone. Recommended best practice - Use a standard checklist for assessing sites on the first visit, identifying any issues surrounding parking, dogs, access points, trip hazards etc. - Keep site checklists with information on delivery routes in case of relief drivers or incidents - Identify any locations where it is risky for staff or volunteers to visit unaccompanied - Check if a previous incident register is maintained of addresses council officers (rangers, inspectors, etc) - Staff conducting deliveries should have a means of contacting the library in case of incident [eg. mobile phone or two way radio]
- Deliveries Activity Assess if the vehicle requires modification (eg. cargo drawer) for safe work practice.Ensure the vehicle is in a safe condition to operate including any modifications required (eg. cargo drawer).Minimise the risk of driving accidents or physical injuryVolunteers may be using their own vehicles Hazard Staff or volunteer may be injured conducting deliveries [driving or manual handling]Vehicle breakdown Driving accident resulting in damage to the vehicleContagious diseases contracted from clients during visits to homes or nursing homesStaff or volunteers with colds / flu may be contagious and pass infection on to frail clients Recommended best practice Ensure the vehicle is regularly maintained: implement a checklist for any items that should be checked on a regular basis eg. tyre pressure, fuel, coolant etc.Ensure the vehicle is fitted with any safety features required eg. cargo drawer, safety barrier, mirrors, beeper when reversingEnsure drivers have had appropriate training to operate the vehicle safely Ensure there is easy access to the vehicle for loading and unloadingEnsure vehicle selection prioritises driver safetyEnsure a safe work method statement is in place for deliveries including manual handling, driving, infection control Ensure staff and volunteers are alert to the possibility of infection and take appropriate precautionsStaff conducting deliveries should have a means of contacting the library in case of incident [eg. mobile phone or two way radio] Ensure any insurance issues regarding volunteers using their own vehicles have been addressed.
- Staff / volunteer identification Activity Staff and volunteers should be able to be clearly identified while making deliveries Hazard Staff may be challenged by clients or their families/friends when making deliveriesStaff may need to demonstrate they are authorised to enter private propertyClients may make claims that items have been stolen from their homesUnauthorised visits to clients homes by staff or volunteers may occur Recommended best practice Ensure staff and volunteers have some form of official identification on display while conducting deliveries [eg. photo identification or name tag]Ensure volunteers are aware that only trained and authorised volunteers may conduct deliveries [ie. an untrained friend cannot fill in for them]Consider providing council uniforms for staff conducting deliveriesEnsure a 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.Ensure information is provided to clients / carers when they join the service with appropriate Council contact information in case they need to make a complaint.Ensure confidentiality is maintained while complaints are investigated to protect staff in case of unproven or vexatious complaints.
- Staff / volunteer identification Activity Staff and volunteers should be able to be clearly identified while making deliveries Hazard Staff may be challenged by clients or their families/friends when making deliveries Staff may need to demonstrate they are authorised to enter private property Clients may make claims that items have been stolen from their homes Unauthorised visits to clients homes by staff or volunteers may occur Recommended best practice Ensure staff and volunteers have some form of official identification on display while conducting deliveries [eg. photo identification or name tag]Ensure volunteers are aware that only trained and authorised volunteers may conduct deliveries [ie. an untrained friend cannot fill in for them]Consider providing council uniforms for staff conducting deliveriesEnsure a 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.Ensure information is provided to clients / carers when they join the service with appropriate Council contact information in case they need to make a complaint.Ensure confidentiality is maintained while complaints are investigated to protect staff in case of unproven or vexatious complaints.
- Staff / volunteer identification Activity Staff and volunteers should be able to be clearly identified while making deliveries Hazard Staff may be challenged by clients or their families/friends when making deliveriesStaff may need to demonstrate they are authorised to enter private propertyClients may make claims that items have been stolen from their homesUnauthorised visits to clients homes by staff or volunteers may occur Recommended best practice Ensure staff and volunteers have some form of official identification on display while conducting deliveries [eg. photo identification or name tag]Ensure volunteers are aware that only trained and authorised volunteers may conduct deliveries [ie. an untrained friend cannot fill in for them]Consider providing council uniforms for staff conducting deliveriesEnsure a 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.Ensure information is provided to clients / carers when they join the service with appropriate Council contact information in case they need to make a complaint.Ensure confidentiality is maintained while complaints are investigated to protect staff in case of unproven or vexatious complaints.
- Volunteers Activity Volunteers may visit clients in their homes to make deliveries Volunteer may be injured conducting deliveries Volunteers selecting items in the library Hazard Volunteers represent themselves as employees of council Volunteers behave inappropriately while conducting library business Volunteers may be injured manual handling books in the library [eg. while selecting items] Recommended best practice Ensure appropriate screening processes are in place for volunteer recruitment Ensure a code of conduct is provided for all volunteers Ensure appropriate training and mentoring is provided for volunteers Ensure any complaints about volunteers are followed up promptly Ensure any insurance issues regarding volunteers using their own vehicles have been addressed. Ensure any insurance and OH+S issues regarding volunteers using council vehicles have been addressed. Ensure volunteers are aware of lines of reporting and procedures in case of grievances
- Volunteers Activity Volunteers may visit clients in their homes to make deliveries Volunteer may be injured conducting deliveries Volunteers selecting items in the library Hazard Volunteers represent themselves as employees of council Volunteers behave inappropriately while conducting library business Volunteers may be injured manual handling books in the library [eg. while selecting items] Recommended best practice Ensure appropriate screening processes are in place for volunteer recruitment Ensure a code of conduct is provided for all volunteers Ensure appropriate training and mentoring is provided for volunteers Ensure any complaints about volunteers are followed up promptly Ensure any insurance issues regarding volunteers using their own vehicles have been addressed. Ensure any insurance and OH+S issues regarding volunteers using council vehicles have been addressed. Ensure volunteers are aware of lines of reporting and procedures in case of grievances
- Volunteers Activity Volunteers may visit clients in their homes to make deliveries Volunteer may be injured conducting deliveries Volunteers selecting items in the library Hazard Volunteers represent themselves as employees of council Volunteers behave inappropriately while conducting library business Volunteers may be injured manual handling books in the library [eg. while selecting items] Recommended best practice Ensure appropriate screening processes are in place for volunteer recruitment Ensure a code of conduct is provided for all volunteers Ensure appropriate training and mentoring is provided for volunteers Ensure any complaints about volunteers are followed up promptly Ensure any insurance issues regarding volunteers using their own vehicles have been addressed. Ensure any insurance and OH+S issues regarding volunteers using council vehicles have been addressed. Ensure volunteers are aware of lines of reporting and procedures in case of grievances
- Manual handling Activity Staff or volunteer may be injured conducting deliveries Hazard Slip, trip, fall in library loading area or delivery locations Muscle strains or back injury caused by lifting Strains caused by opening / closing vehicle Recommended best practice Ensure a safe work method statement is in place Ensure the work area is kept clear of trip hazards Ensure access to the vehicle is clear Ensure staff and volunteers have received manual handling training Ensure suitable trolleys and other aids are available for use Ensure the items are delivered in containers that minimise the risk of overloading Ensure the workstation height, access, egress is appropriate Establish appropriate loan limits and load limits to minimise the risk of injury to staff / volunteers
- Manual handling Activity Staff or volunteer may be injured conducting deliveries Hazard Slip, trip, fall in library loading area or delivery locations Muscle strains or back injury caused by lifting Strains caused by opening / closing vehicle Recommended best practice Ensure a safe work method statement is in place Ensure the work area is kept clear of trip hazards Ensure access to the vehicle is clear Ensure staff and volunteers have received manual handling training Ensure suitable trolleys and other aids are available for use Ensure the items are delivered in containers that minimise the risk of overloading Ensure the workstation height, access, egress is appropriate Establish appropriate loan limits and load limits to minimise the risk of injury to staff / volunteers
- Manual handling Activity Staff or volunteer may be injured conducting deliveries Hazard Slip, trip, fall in library loading area or delivery locations Muscle strains or back injury caused by lifting Strains caused by opening / closing vehicle Recommended best practice Ensure a safe work method statement is in place Ensure the work area is kept clear of trip hazards Ensure access to the vehicle is clear Ensure staff and volunteers have received manual handling training Ensure suitable trolleys and other aids are available for use Ensure the items are delivered in containers that minimise the risk of overloading Ensure the workstation height, access, egress is appropriate Establish appropriate loan limits and load limits to minimise the risk of injury to staff / volunteers
- First aid protocols Activity Staff or volunteers may encounter clients that are sick or injured during the course of making deliveries Hazard Staff may be injured assisting the client Client may suffer serious injury or death if assistance is not obtainedStaff may inadvertently injure client while assisting Recommended best practice Ensure staff and volunteers are aware of appropriate emergency response procedures [ie. calling ambulance and emergency contact for client]Provide access to first aid training for staff
- First aid protocols Activity Staff or volunteers may encounter clients that are sick or injured during the course of making deliveries Hazard Staff may be injured assisting the client Client may suffer serious injury or death if assistance is not obtainedStaff may inadvertently injure client while assisting Recommended best practice Ensure staff and volunteers are aware of appropriate emergency response procedures [ie. calling ambulance and emergency contact for client]Provide access to first aid training for staff
- First aid protocols Activity Staff or volunteers may encounter clients that are sick or injured during the course of making deliveries Hazard Staff may be injured assisting the client Client may suffer serious injury or death if assistance is not obtainedStaff may inadvertently injure client while assisting Recommended best practice Ensure staff and volunteers are aware of appropriate emergency response procedures [ie. calling ambulance and emergency contact for client]Provide access to first aid training for staff
- Picture credit: cc http://www.flickr.com/photos/peterhellberg/5118488651/ Difficult / distressed clients Activity Many housebound clients can experience variations in their behaviour due to illness, degenerative conditions, medication, isolation and loneliness Hazard Staff / volunteers may encounter a client who is disoriented Staff / volunteers may be assaulted verbally or physically by a client Recommended best practice Ensure staff and volunteers have received basic training in appropriate responses when they encounter disoriented / difficult clients Ensure staff and volunteers are aware of any clients identified as being difficult due to known conditions [eg. dementia] Ensure incidents are reported to the supervisor and recorded. Where appropriate the emergency contact may need to be notified
- Difficult / distressed clients Activity Many housebound clients can experience variations in their behaviour due to illness, degenerative conditions, medication, isolation and loneliness Hazard Staff / volunteers may encounter a client who is disoriented Staff / volunteers may be assaulted verbally or physically by a client Recommended best practice Ensure staff and volunteers have received basic training in appropriate responses when they encounter disoriented / difficult clients Ensure staff and volunteers are aware of any clients identified as being difficult due to known conditions [eg. dementia] Ensure incidents are reported to the supervisor and recorded. Where appropriate the emergency contact may need to be notified
- Difficult / distressed clients Activity Many housebound clients can experience variations in their behaviour due to illness, degenerative conditions, medication, isolation and loneliness Hazard Staff / volunteers may encounter a client who is disoriented Staff / volunteers may be assaulted verbally or physically by a client Recommended best practice Ensure staff and volunteers have received basic training in appropriate responses when they encounter disoriented / difficult clients Ensure staff and volunteers are aware of any clients identified as being difficult due to known conditions [eg. dementia] Ensure incidents are reported to the supervisor and recorded. Where appropriate the emergency contact may need to be notified
- Picture credit: http://www.flickr.com/photos/mattadams/2398517078/ Deceased clients Activity Many housebound clients have serious / chronic illnesses and are in the latter part of their life Hazard Staff / volunteers may encounter a client who is deceased when they call in to deliver items Staff / volunteers may be affected emotionally by the impact of encountering a deceased client or losing a long term client Library materials may be lost when clients’ effects are dispersed Recommended best practice Ensure staff and volunteers have received training in appropriate responses when they encounter deceased clients [ie. contacting the police / ambulance, informing the library manager] Ensure 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 requiredEnsure a policy is in place re: HLS staff attending funerals for clients Ensure a policy is in place re: writing off items that are lost when clients are deceased / moved into alternative accommodation.
- Deceased clients Activity Many housebound clients have serious / chronic illnesses and are in the latter part of their life Hazard Staff / volunteers may encounter a client who is deceased when they call in to deliver items Staff / volunteers may be affected emotionally by the impact of encountering a deceased client or losing a long term client Library materials may be lost when clients’ effects are dispersed Recommended best practice Ensure staff and volunteers have received training in appropriate responses when they encounter deceased clients [ie. contacting the police / ambulance, informing the library manager] Ensure 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 requiredEnsure a policy is in place re: HLS staff attending funerals for clients Ensure a policy is in place re: writing off items that are lost when clients are deceased / moved into alternative accommodation.
- Deceased clients Activity Many housebound clients have serious / chronic illnesses and are in the latter part of their life Hazard Staff / volunteers may encounter a client who is deceased when they call in to deliver items Staff / volunteers may be affected emotionally by the impact of encountering a deceased client or losing a long term client Library materials may be lost when clients’ effects are dispersed Recommended best practice Ensure staff and volunteers have received training in appropriate responses when they encounter deceased clients [ie. contacting the police / ambulance, informing the library manager] Ensure 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 requiredEnsure a policy is in place re: HLS staff attending funerals for clients Ensure a policy is in place re: writing off items that are lost when clients are deceased / moved into alternative accommodation.
- Lending electrical equipment Activity Libraries may loan CD players, DAISY players or other equipment to clients Hazard Workcover requires that some electrical equipment be regularly tested and tagged. Equipment may be damaged during use by the client.Equipment may be hazardous if its condition deteriorates.Items belonging to the client may be damaged by library equipment. Recommended best practice Monitor any developments in the relevant legislation which specifically identifies working environments where testing and tagging of electrical equipment is required.Ensure asset management procedures are in place to manage, delete and replace equipment as required.Inspect equipment regularly to identify deterioration.
- Lending electrical equipment Activity Libraries may loan CD players, DAISY players or other equipment to clients Hazard Workcover requires that some electrical equipment be regularly tested and tagged. Equipment may be damaged during use by the client.Equipment may be hazardous if its condition deteriorates.Items belonging to the client may be damaged by library equipment. Recommended best practice Monitor any developments in the relevant legislation which specifically identifies working environments where testing and tagging of electrical equipment is required.Ensure asset management procedures are in place to manage, delete and replace equipment as required.Inspect equipment regularly to identify deterioration.
- Lending electrical equipment Activity Libraries may loan CD players, DAISY players or other equipment to clients Hazard Workcover requires that some electrical equipment be regularly tested and tagged. Equipment may be damaged during use by the client.Equipment may be hazardous if its condition deteriorates.Items belonging to the client may be damaged by library equipment. Recommended best practice Monitor any developments in the relevant legislation which specifically identifies working environments where testing and tagging of electrical equipment is required.Ensure asset management procedures are in place to manage, delete and replace equipment as required.Inspect equipment regularly to identify deterioration.
- Picture credits: http://www.penrithcity.nsw.gov.au/uploadedImages/Website/Library/Services/Home_Library_Services/HLS.jpg http://www.kogarah.nsw.gov.au/resources/images/Library1.jpg http://www.hurstville.nsw.gov.au/IgnitionSuite/uploads/images/LMG_Home_Library_Serivce_Van.JPG