Model Guidelines - Managing and Responding to Threats ...

Model Guidelines - Managing and Responding to Threats , Aggressive Behaviour and violence from Members of the Public June 2014 Acknowledgements This guideline has been developed with reference to NSW Ombudsman office policies, and equivalent policies from other public sector agencies: in particular, NSW Housing s Policy and procedures for the prevention and management of aggressive behaviour (2001); the former NSW RTA s Managing aggression and violent behaviour at work (2002); NSW Parliament s Guidelines for preventing and Managing client aggression in electoral offices (2001); and Centrelink s Dealing with customer aggression (2001). NSW Ombudsman Level 24, 580 George Street Sydney NSW 2000 General enquiries: 02 9286 1000 Facsimile: 02 9283 2911 Toll free (outside Sydney Metro Area) 1800 451 524 Telephone typewriter: 02 9264 8050 Email: Web: ISBN: 978-1-925061-31-4 Crown Copyright, NSW Ombudsman, June 2014 This work is copyright, however material from this publication may be copied and published by State or Federal Government Agencies without permission of the Ombudsman on the condition that the meaning of the material is not altered and the NSW Ombudsman is acknowl

involving threats, aggressive behaviour or actual violence involving members of the public: 1. the approach to be adopted by the [insert name of organisation], its management and staff in managing and responding to threats, aggressive behaviour and violence is to be in accordance with these written guidelines 2.

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