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Identifying and managing risks in home library services
Presented by Mylee Joseph @ HLSSIG 6 September 2011
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203 paid staff 9 contractors1,831 hrs per week
390 volunteers 405 hours per week
Picture credit: Tamworth Regional Council
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• variations in vehicles• paid staff and volunteers• council policies and practices• frequency of deliveries• volume of materials delivered• client locations• use of technology
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Picture credit: cc http://www.flickr.com/photos/pictureperfectpose/76138988/
New members joining HLSActivity• Permission to enter private property• Emergency contact details• Meets eligibility requirements [eg. doctors certificate]
Hazards• Breach of privacy legislation which sets standards for dealing
with personal information • Clients with dementia may forget they have given permission to
enter private property• Client may be discovered injured or sick requiring assistance• Emergency contact may be difficult to reach• Carers may not be able to provide a doctor’s certificate to prove
eligibility
New members joining HLSRecommended best practice• Include a privacy statement on HLS application forms• Store client records appropriately• 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
• 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.
Picture credit: cc http://www.flickr.com/photos/glengollrad/4532138370/
Delivery locationsActivity• Delivery locations assessed for OH&S risks• Record delivery run details for relief drivers or incidents • Locations where incidents involving council staff occurred• Locations where it is hazardous to enter unaccompanied
Hazards• Slip / trip / fall hazards at delivery site• Dog attacks• Parking may be dangerous / difficult • Management has route details and any potential hazards• Locations where council officers encountered difficulties• Locations may be hazardous for a staff member to attend alone.
Delivery locationsRecommended 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]
Picture credit: Hornsby Library and Information Service
DeliveriesActivity• 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 injury• Volunteers may be using their own vehicles
Hazards• Staff or volunteer may be injured conducting deliveries• Vehicle breakdown • Driving accident resulting in damage to the vehicle• Contagious diseases contracted from visits • Staff or volunteers may be contagious and pass infection on to frail
clients
DeliveriesRecommended best practice• Vehicle is regularly maintained• Vehicle fitted with any safety features eg. cargo drawer, safety
barrier, mirrors, beeper when reversing• Drivers have appropriate training to operate the vehicle safely • Easy access to the vehicle for loading and unloading• Vehicle selection prioritises driver safety• Safe work method in place (manual handling, driving, infection
control) • Staff and volunteers are alert to the possibility of infection and
take appropriate precautions• Staff have a means of contacting the library in case of incident
(eg. mobile phone or two way radio) • Insurance for volunteers using their own vehicles
Picture credit: cc http://www.flickr.com/photos/kentkb/5168479042/
Staff / volunteer identificationActivity• Staff and volunteers should be able to be clearly identified
while making deliveries
Hazards• 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
Staff / volunteer identificationRecommended best practice• Staff and volunteers have official identification on display while
conducting deliveries [eg. photo identification or name tag]• Volunteers are aware that only trained and authorised
volunteers may conduct deliveries [ie. an untrained friend cannot fill in for them]
• Consider providing uniforms for staff • 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.
• Council contact information provided to clients / carers in case they need to make a complaint.
• Confidentiality is maintained while complaints are investigated to protect staff in case of unproven or vexatious complaints.
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VolunteersActivity• Volunteers may visit clients in their homes to make deliveries• Volunteer may be injured conducting deliveries • Volunteers selecting items in the library
Hazards• 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]
VolunteersRecommended best practice• Appropriate screening processes are in place for volunteer
recruitment• A code of conduct is provided for all volunteers• Appropriate training and mentoring is provided for volunteers• Complaints about volunteers are followed up promptly• Insurance issues regarding volunteers using their own
vehicles have been addressed.• Insurance and OH+S issues regarding volunteers using
council vehicles have been addressed.• Volunteers are aware of lines of reporting and procedures in
case of grievances.
Picture credit: The Hills Shire Library
Manual handlingActivity• Staff or volunteers may be injured conducting deliveries
Hazards• Slip, trip, fall in library loading area or delivery locations• Muscle strains or back injury caused by lifting• Strains caused by opening / closing vehicle
Manual handlingRecommended best practice• A safe work method statement is in place • The work area is kept clear of trip hazards • Access to the vehicle is clear• Staff and volunteers have received manual handling training• Suitable trolleys and other aids are available for use• Items are delivered in containers that minimise the risk of
overloading• The workstation height, access, egress is appropriate• Appropriate loan limits and load limits exist to minimise the
risk of injury to staff / volunteers
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First aid protocolsActivity• Staff or volunteers may encounter clients that are sick or
injured during the course of making deliveries
Hazards• Staff may be injured assisting the client • Client may suffer serious injury or death if assistance is not
obtained• Staff may inadvertently injure client while assisting
First aid protocolsRecommended best practice• Staff and volunteers are aware of appropriate emergency
response procedures [ie. calling ambulance and emergency contact for client].
• Access to first aid training is available for staff.
Picture credit: cc http://www.flickr.com/photos/peterhellberg/5118488651/
Difficult / distressed clientsActivity• Many housebound clients can experience variations in their
behaviour due to illness, degenerative conditions, medication, isolation and loneliness
Hazards• Staff / volunteers may encounter a client who is disoriented • Staff / volunteers may be assaulted verbally or physically by a
client
Difficult / distressed clientsRecommended best practice• Staff and volunteers have received training in appropriate
responses when they encounter disoriented / difficult clients• Staff and volunteers are aware of any clients identified as
being difficult due to known conditions [eg. dementia]• Incidents are reported to the supervisor and recorded. Where
appropriate the emergency contact may need to be notified
Picture credit: cc http://www.flickr.com/photos/mattadams/2398517078/
Deceased clientsActivity• Many housebound clients have serious / chronic illnesses and
are in the latter part of their life
Hazards• 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
Deceased clientsRecommended best practice• Staff and volunteers have received training in appropriate
responses when they encounter deceased clients [ie. contacting the police / ambulance, informing the library manager]
• 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
• A policy is in place re: HLS staff attending funerals for clients• A policy is in place re: writing off items that are lost when
clients are deceased / moved into alternative accommodation.
Picture credit: cc http://www.flickr.com/photos/xmacex/3272451089/
Lending electrical equipmentActivity• Libraries may loan CD players, DAISY players or other
electrical equipment to clients
Hazards• 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.
Lending electrical equipmentRecommended best practice• Monitor any developments in the relevant legislation which
specifically identifies working environments where testing and tagging of electrical equipment is required.
• Asset management procedures are in place to manage, delete and replace equipment as required.
• Inspect equipment regularly to identify deterioration.
ContactsMylee Joseph Consultant, Public Library [email protected]
Susan HoyBurwood Library / HLS Chairperson [email protected]
Lisa MarschallMarrickville Library / HLS [email protected]
