Preventing Workplace Violence

Identifying Workplace Violence Hazards 

Identifying conditions in the workplace that could lead to incidents of workplace violence involves a comprehensive approach including observation of how the space is used, feedback from employees, evaluation of the physical environment, and review of actual incidents, crimes, and regulatory violations in the space. Hazards contributing to workplace violence may be operational, human caused, or a result of the physical environment.  Examples of hazards that contribute to workplace violence risk are below:

Operational hazards:

• Cash handling on site
• High conflict or high stress interactions
• Work with persons with mental illness, addiction, or under extreme stress
• Layoffs or other labor stresses
• Poor customer service
• Excessive overtime
• Employees working solo

Physical environment hazards:

• Public access to the space
• Physical barriers between customers and employees
• Security cameras
• See-through windows
• Adequate lighting
• Overcrowded workspaces

Human caused hazards:

• Poor supervision of employees
• Employee mental health/personal issues
• Abusive conduct
• Poor interpersonal skills
• Lack of training/poor performance
• Employee/student misconduct

The presence of any hazards in a workplace does not inherently mean a workplace is unsafe.  While an incident of workplace violence may occur at any place at any time, the goal of an effective workplace prevention plan is to identify and mitigate as many hazards as possible to reduce the risk of workplace violence.  

In addition to identifying hazards, it is important to recognize escalating hazards.  Escalating hazards may be identified through:

• Actual incidents of workplace violence or threats
• Near miss incidents including verbal altercations
• Increases in absenteeism among employees
• Damage to or lack of care for property
• Increase in public complaints
• Increase in turnover
• Increase in grievances
• Presentation of negative performance/conduct indicators in employees (see below)

Methods for Identifying Hazards

The university will proactively identify and evaluate workplace violence hazards to help ensure the ongoing safety and security of our employees. Our comprehensive approach involves: 

• Risk assessments conducted by a multidisciplinary group of employees (Workplace Safety Assessment Team (WSAT)) from the following departments identifying hazards and vulnerabilities and strategies to mitigate them:
  • Risk Management
  • EH&S
  • Facilities Management
  • Sonoma State University Police Department
  • Human Resources/Faculty Affairs & Success (both if spaces house both classifications)
• The WSAT team will provide EH&S with inspection criteria to be included in existing inspection forms.  EH&S inspections are conducted on an annual basis to check for compliance fire, life/safety, ADA, general housekeeping, and campus policy compliance.

Risk assessments will be provided at least once within two  years of the implementation of this plan, following any incident of workplace violence directly affecting a specific worksite, or when the university is made aware of a new or previously unrecognized hazard impacting a specific worksite(s).

Additionally, we encourage open communication with employees, providing a platform for any employee to report concerns, observations, or experiences related to workplace violence hazards. This can occur through any of the following means:

• Annual department safety meeting (this is a regularly scheduled department level meeting to cover department-specific safety issues)
• Workplace violence incident or hazard reporting form
• Direct reporting to:
  • Tyson Hill, AVP, Risk Management & Safety Services
  • Chandra Holte, AVP, Human Resources
  • Simone Aloisio, AVP, Faculty Affairs & Success
  • Office of Environmental Health & Safety
  • Office for the Prevention of Harassment and Discrimination (OPHD)
  • Sonoma State University Police Department

Correcting Workplace Violence Hazards

Once identified, workplace violence hazards will be evaluated and corrected in a timely manner.  Hazards will be corrected as soon as possible, based on available resources, ability to perform the work/access the space, and severity of the hazard.  

Once a hazard has been identified by the WSAT, Campuswide Safety Committee, EH&S, Sonoma State University Police Department, Human Resources or other body as a workplace violence hazard, the department receiving the complaint will notify the program administrator. If there is an immediate course of action identified to resolve or significantly control the hazard, the department that identified the issue or the resolution will provide a summary of the hazard and the correction or control to the program administrator for approval. The program administrator or designee will identify the employees impacted by the hazard and correction and will communicate the information to those affected employees as soon as practicable.

If there is not an immediate course of action identified, Risk Management will convene a Safety Resolution Team (SRT) to oversee the resolution of the issue. The SRT will over the resolution process, which involves:

• The SRT will define the problem and the hazard presented to employees
• If the issue presents an imminent hazard to one or more employees, identify immediate control measures
• The responsible department (Facilities Management/HR/FAS) will be tasked to propose a solution within a reasonable time frame
• When a hazard cannot be fully corrected, intermediate controls will be considered to reduce the impact, scope, or severity of the hazard
• Determine a communication plan for impacted employees, including definition of the issue, hazard resolution plan, and communication through completion of the plan.
• Consider if the conditions in that workplace apply to other workplaces on campus or if the corrective measures are applicable at other locations.

The Workplace Violence Safety Resolution Team will vary based on the nature of the hazard and the department but will generally include:

• Risk Management
• EH&S
• Human Resources and/or Faculty Affairs & Success
• Facilities Management 
• Sonoma State University Police Department

All workplace violence hazards and corrections/mitigations will be documented and reported to the Campuswide Safety Committee.

Recognizing Concerning Behavior in Employees

The most challenging aspect in identifying threats of workplace violence involves the identification of individuals who may pose a direct threat to the workplace, but is also a critical prevention strategy.  This particular area of study is based on the post-incident examination of the actions of hundreds of offenders prior to an incident of violence to attempt to identify predicting behaviors or triggers that might help identify future offenders.  

The university is currently evaluating the most effective model for the proactive identification and intervention of behavioral issues for employees and the assessment of threats and hazards associated with employee behavior. Prior to the adoption of a formal model, concerns about employee behavior will be evaluated by a consultative team consisting of leadership from the departments who are tied to the involved employee group(s) and who possess the information and the expertise to suitably resolve the situation. 

While complex evaluation and intervention of employees who may be in crisis and pose a threat in the workplace is done by trained professionals, all employees should be familiar with recognizing the signs of workplace violence threats and know how to confidentially and sensitively report concerns.

Although it is possible that only one of these indicators will occur, it is more likely that a pattern will occur or that these behaviors will represent a change from normal behavior. The presence of any of these characteristics does not necessarily mean a violent act will occur, rather the behavior may be an indication of another type of problem such as being ill, depressed, bereaved, etc. 

Some examples of performance and/or conduct indicators that an employee is in crisis are listed below (this listing is not intended to be all inclusive):

• attendance problems – excessive sick leave, excessive tardiness, leaving work early, improbable excuses for absences;
• adverse impact on supervisor's time – supervisor spends a disproportionate amount of time coaching and/or counseling employee about personal problems, re-doing the employee's work, dealing with co-worker concerns, etc.;
• decreased productivity – making excessive mistakes, poor judgment, missed deadlines, wasting work time and materials;
• inconsistent work patterns – alternating periods of high and low productivity and quality of work, inappropriate reactions, overreaction to criticism, and mood swings;
• concentration problems – easily distracted and often has trouble recalling instructions, project details, and deadline requirements;
• safety issues – more accident prone, disregard for personal safety as well as equipment and machinery safety, needless risks;
• poor health and hygiene – marked changes in personal grooming habits;
• unusual/changed behavior – inappropriate comments, threats, throwing objects;
• evidence of possible drug or alcohol use/abuse;
• evidence of serious stress in the employee's personal life – crying, excessive phone calls, recent separation;
• continual excuses/blame – inability to accept responsibility for even the most inconsequential errors; and/or
• unshakable depression – low energy, little enthusiasm, despair.

The following behaviors may indicate an employee is more likely to display violent behaviors:

• Perceives self as being treated unfairly and/or humiliated.
• Believes there are unfulfilled promises, i.e. waiting for a promotion or a raise that hasn’t happened
• Shows signs of unpredictable behavior
• Blames others for problems
• Has strained work relationships and isolates self from others or suddenly ‘becomes a loner
• Inability to manage feelings; outbursts of swearing or slamming doors
• Stated wishes for leadership to be hurt or die
• Has recently been disciplined and did not respond well to it
• Has a history at work of engaging in verbal abuse/fighting and/or uses insulting language
• Displays contempt for other workers
• Has an attitude of intimidation
• Has an obsession with weapons
• Is using or is under the influence of drugs or alcohol  (including the abuse of prescription drugs)

The following is a non-inclusive list of verbal and non-verbal physical indicators of immediate distress and anger that may be displayed for the purpose of intimidation or causing a disruption in the workplace that should be immediately reported during conflict:

• Clenched fists
• Slamming doors
• Throwing objects or tools
• Getting too close – invading others personal space
• Heavy or fast breathing
• Shaking or trembling
• Angry yelling
• Foul language

Non-threatening and Misconstrued Behaviors

While the lists above are intended to assist in the identification of potentially concerning behaviors, it is important to recognize that both the expression and interpretation of behaviors may vary for those who are neurodivergent, have experienced prior trauma, or live with mental or psychological disabilities. The evaluation of behavior and the perception of the threat associated with that behavior must be considered by individuals trained and/or experienced in discerning threatening or concerning behavior from other causes and intentions.  

Employees who are questioned or confronted about their behavior or about how they perceived another’s behavior due to the reasons listed above can be candid about their personal perspective without fear of reprisal. In such situations, the university will work with the affected individuals to assist in providing a safe work environment that is conducive to the needs of all employees.

Reporting Concerning Behaviors

An employee exhibiting signs of being in immediate distress and who may be a threat to themselves or others should be reported to the Sonoma State University Police Department immediately by calling 911.  Other, non-emergency, behaviors may be reported to the appropriate department using the How to Report Incidents or Threats.

When reporting concerns about an employee's behavior, the reporting party should include the specific behavior that is concerning, when and where it was observed, any other persons who observed or experienced the behavior, any documentation or digital evidence of the behavior, any known circumstances in that person's life, and any incidents that may have already occurred, whether previously reported or not.