Proactive Policies

Editor’s Note: This article is the third in a series focusing on risk management practices for the pest management industry. The articles are based on presentations from the PestSure Safety and Loss Prevention Conference where PMPs gathered to hear the latest strategies for protecting their employees, customers and businesses from a variety of threats from driver safety to data theft. In business for more than 30 years, PestSure is a nationwide association providing insurance and risk management services that is owned and operated by pest management professionals.

Violence in the workplace is a stark reality in businesses across the United States. Reports of an employee turning violent against a co-worker, a family member or a stranger while on the job are sadly all too frequent.

As defined by the Occupational Safety and Health Administration (OSHA), workplace violence is: “Any act or threat of physical violence, harassment, intimidation or other threatening disruptive behavior that occurs at the work site. It ranges from threats and verbal abuse to physical assaults and even homicide. It can affect and involve employees, clients, customers and visitors.”

The causes behind these senseless acts vary. However, the pest management industry should not think itself immune from it happening to its employees.

SEE THE SIGNS. Ed Boulanger of Safety Resource Associates said most incidents of workplace violence are rooted in domestic disputes and worker-on-worker violence. “Custody issues and suspected infidelity are common causes for many workplace violence incidents and research has shown that more than 30 percent of workplace violence fatalities occur between co-workers,” Boulanger said.

For the pest management industry, the vulnerability to workplace violence mainly centers around the technicians and sales staff who are out in the field interacting with hundreds, sometimes thousands, of people day and night.

“Pest control technicians and sales reps are constantly on the road and are vulnerable to road rage, possible robbery or unknowingly walking into a domestic violence dispute at the home or business of a customer,” Boulanger said.

The keys to mitigating a technician’s risk starts with proper training. Boulanger encourages managers to reinforce the safety message during weekly meetings and have technicians share stories from the field so their peers can learn from them.

“Having a good awareness of your surroundings so you can anticipate trouble and using good judgment and common sense are keys,” Boulanger said. “It also involves taking simple steps such as posting ‘Driver Does Not Carry Cash’ signage on your service vehicles.”

LEAVE A PAPER TRAIL. If a technician encounters a hostile customer or fellow employee, they should first attempt to lower the confrontation level and back out of the situation. Have them immediately report the incident to the police if danger is imminent as well as document the incident with their manager.

Boulanger said managers should take these reports seriously whether it is an internal situation or one with a customer. “If the situation involves a customer, a reasonable company will decide whether or not to continue the relationship,” Boulanger said. “If it is a claim against another employee then it is the manager and company’s responsibility to investigate the issue fully.”

Boulanger said workplace violence and whistleblower claims are similar to OSHA actions in that any knowledge a manager has is legally imputed up the ladder to the top of the company. “The company is responsible once a report has been made and they could be held liable for not acting,” he added.

Boulanger said a pest management company can turn to its local police department’s public information or outreach officer to help put together a pro-active plan to protect its employees. “Companies need to be prepared and have a plan established that is regularly communicated to employees,” Boulanger said. “You never know when something could happen.”

The author is a partner of B Communications. Email him at jfenner@giemedia.com.