DB 18-04 Violence Flashcards
1
Q
Refer to the Workplace Violence Prevention Program (WVPP) in Book __.
A
Book 75
2
Q
Workplace violence is ___.
A
violence or the threat of violence against workers.
3
Q
This includes any type of behavior or incident in which an individual is intimidated, threatened, physically or verbally harassed, assaulted, injured, or killed at the ___.
A
place of work
4
Q
Workplace violence can occur __ or __ the workplace.
A
at or outside
5
Q
Workplace violence is one of the leading causes of ___.
A
job-related deaths
6
Q
LAFD is committed to maintaining a workplace that is free from ___.
A
violence or threats of violence
7
Q
The workplace is considered to be anywhere an employee is engaged in ___.
A
City-related business.
8
Q
Any form of violence or threat of violence whether actual or reasonably perceived involving a City employee or occurring in the workplace must be reported to a ___
A
supervisor, manager, or the Department’s Personnel office
9
Q
Such behavior must be ___ whether it is committed by a City employee, LAFD employee, contractor, customer, or any member of the public.
A
reported
10
Q
All employees can report workplace violence without fear of ___.
A
reprisal
11
Q
Complaints or retaliation will promptly be ___.
A
investigated
12
Q
The City of Los Angeles is ___ from disallowing an employee from, or taking punitive or retaliatory action against an employee for, seeking assistance and intervention from emergency services or law enforcement when a violent incident occurs.
A
prohibited
13
Q
The LAFD Workplace Violence Prevention Program (WVPP) is based on ___.
A
California Code of Regulations, Title 8, Section 3342.
14
Q
The goal of the WVPP is to support a work environment in which violent or potentially violent situations are effectively addressed with a focus on ___ by increasing employee understanding of the nature of workplace violence, how to respond to it, and how to prevent it.
A
prevention
15
Q
The term workplace violence shall not include lawful acts of ___ or ___ of others.
A
self-defense or defense of others.
16
Q
Workplace violence includes the following:
The ___ or use of ___ against an employee that results in, or has a high likelihood of resulting in, injury, psychological trauma, or stress, regardless of whether the employee sustains an injury
A
1) threat
2) physical force
17
Q
Workplace violence includes the following:
An incident involving the ___ or use of a firearm or other dangerous weapon, including the use of common objects as weapons, regardless of whether the employee sustains an injury
A
threat
18
Q
Workplace violence includes the following:
There are __ workplace violence types as defined by California Code of Regulations, Title 8, Section 3342
A
4 types
19
Q
Type 1 Violence:
Workplace violence committed by a person who has ___ at the work site, and includes violent acts by anyone who enters the workplace with the intent to commit a crime
A
no legitimate business
20
Q
Type 2 Violence:
Workplace violence directed at employees by ___.
A
customers, clients, patients, students, inmates, or visitors or other individuals accompanying a patient
21
Q
Type 3 Violence:
Workplace violence against an employee by a ___ or ___ employee, supervisor, or manager
A
present or former
22
Q
Type 4 Violence:
Workplace violence committed in the workplace by someone who does not work there, but has or is known to have had a ___ with an employee.
A
personal relationship
23
Q
Contributing Factors to Workplace Violence:
Personal Events
A
Personal stress, loss of a relationship, humiliation, personal rejections, financial loss, legal action, death to a close member
24
Q
Contributing Factors to Workplace Violence:
Physical Life
A
Disease, pain, other physical problems, alcohol and/or substance abuse
25
Contributing Factors to Workplace Violence:
| Organizational Events
Deterioration in professional life, job action or threatened job action, non-promotion, inadequate rewards, compensation or acknowledgement, inadequate training, poor supervision, poor communication, poor leadership, politics, favoritism
26
Contributing Factors to Workplace Violence:
| General Warning Signs
a. Making direct or veiled threats.
b. Intimidating, belligerent, harassing, bullying, or other inappropriate and aggressive behavior.
c. Numerous conflicts with supervisors and other employees.
d. Bringing a weapon to the workplace, brandishing a weapon in the workplace, making inappropriate references to guns, or fascination with weapons.
e. Statements showing fascination with incidents of workplace violence, statements indicating approval of the use of violence to resolve a problem, or statements indicating identification with perpetrators of workplace homicides.
f. Statements indicating desperation (over family, financial, and other personal problems) to the point of suicide.
g. Extreme changes in behavior.
27
Being aware of performance and/or conduct problems which may be warning signs of potential trouble is a good ___.
prevention strategy
28
Most prevalent early warning indicator of workplace violence is ___ signs,
verbal signs
29
Performance Indicators/Warning Signs:
| Verbal signs
Oral threats and other types of verbal harassment
30
Performance Indicators/Warning Signs:
| Attendance problems
excessive leave, excessive tardiness, leaving work early, improbable excuses for absences
31
Performance Indicators/Warning Signs:
| Adverse impact on supervisor’s time
Supervisor spends an inordinate amount of time coaching and/or counseling employee about personal problems, redoing the employees work, wasting work time and materials.
32
Performance Indicators/Warning Signs:
| Decreased productivity
Making excessive mistakes, poor judgement, missed deadlines, wasting work time and materials
33
Performance Indicators/Warning Signs:
| Inconsistent work patterns
Alternating periods of high and low productivity and quality of work, inappropriate reactions, overreaction to criticism.
34
Performance Indicators/Warning Signs:
| Concentration problems
Easily distracted and often have trouble recalling instructions, project details, and deadline requirements.
35
Performance Indicators/Warning Signs:
| Safety issues
More accident-prone, disregard for personal safety as well as equipment and machinery safety, needless risks.
36
Performance Indicators/Warning Signs:
| Poor health and hygiene
Marked changes in personnel grooming habits
37
Performance Indicators/Warning Signs:
| Unusual/changed behavior
Inappropriate comments, threats, throwing objects, harassing, intimidating, withdrawal from others, irritability or feelings of victimization.
38
Performance Indicators/Warning Signs:
| Evidence of possible ___ or ___ use/abuse.
drug or alcohol use/abuse.
39
Performance Indicators/Warning Signs:
| Unshakeable depression
Low energy, little enthusiasm, despair.
40
Type 1: Warning Signs:
| Purposeful Attitude
Usually, someone who is about to commit a robbery or some other violent act enters the premises looking very purposeful, knowing what he or she wants to accomplish and where he or she must go to accomplish the act
41
Type 1: Warning Signs
| Lingerer/Stalker/Suspicious Person
Pay attention to anyone who may linger around the premises who seems to be checking out the building, the actions of employees, or the routine of the office.
42
Type 1: Warning Signs
| Familiar Vehicle
Notice if someone has been driving around the building on several occasions casing out the area.
43
Type 2: Warning Signs
| Easily Irritated
Notice if the customer is showing signs of irritability or anger, or if their temper flares up easily when dealing with an employee or with another customer.
44
Type 2: Warning Signs
| Combative Attitude
A combative customer may glare at another customer or an employee, use threatening remarks, or make physical gestures. Personal disagreements or gang-related issues may cause this attitude
45
Type 2: Warning Signs
| Fatigue
Customers may become tired of waiting in long lines for long periods. They may show signs of fatigue, which will increase the possibility of an uneasy demeanor.
46
Type 2: Warning Signs
| Anger
Just plain anger over bureaucracy or government in general where they may want to verbally express their discontent.
47
Type 3: Warning Signs
| Attendance Problems
Excessive sick leave or tardiness, leaving work early, peculiar or improbable excuses for absences, higher absentee rate than other employees, leaving the work site without notice.
48
Type 3: Warning Signs
| Decreased Productivity
Be aware of any employee with a satisfactory performance record in the past whose work performance suddenly changes or deteriorates.
49
Type 3: Warning Signs
| Inconsistent Work Patterns
Alternating periods of high and low productivity may indicate substance abuse or alcohol abuse. Monitor degrees of productivity to see if there is a pattern.
50
Type 3: Warning Signs
| Poor Coworker Relationships
Warning signs include belligerent behavior, overreaction to criticism, mood swings, and verbal harassment of others.
51
Type 3: Warning Signs
| Concentration Problems
A troubled employee is usually distracted and often has difficulty recalling job instructions, project details, and deadline requirements.
52
Type 3: Warning Signs
| Safety Issues
Becoming more accident-prone is a clear indicator of stress.
53
Type 3: Warning Signs
| Poor Health and Hygiene
Marked deterioration in personal grooming habits is a warning sign of internal conflict.
54
Type 3: Warning Signs
| Unusual or Changed Behavior
This can include emotional outbursts, physical violence such as hitting a wall or a piece of equipment, inappropriate remarks or threats, delusional statements such as the end of the world, being spied on, and secretive behavior.
55
Type 3: Warning Signs
| Fascination with Guns or Weapons
Talks frequently about guns and obsessed with the power of guns.
56
Type 3: Warning Signs
| Evidence of Possible Drug/Alcohol Abuse
Employee may act secretly around his personal workspace, meet other employees or visitors in remote areas, or take long lunches.
57
Type 3: Warning Signs
| Evidence of Serious Stress in the Employee's Personal Life
Crying, excessive personal phone calls, bill collectors, recent separation, or death of a loved one.
58
Type 3: Warning Signs
| Continual Excuses/Blame
Inability to accept responsibility for even the most inconsequential errors.
59
Type 3: Warning Signs
| Unshakable Depression
Demonstrates depressed behavior for long periods of time, low energy, little enthusiasm, expresses cynicism or despair.
60
Type 4: Warning Signs
| Restraining ___.
order
61
Type 4: Warning Signs
| Domestic Violence
Signs of domestic violence such as; physical marks/injuries, depression, absenteeism, isolation, emotional distress, signs of anxiety and fear.
62
Type 4: Warning Signs
| Sensitivity about home life or hints of trouble at home
comments may include references to bad moods, anger, temper, and alcohol or drug abuse.
63
Type 4: Warning Signs
| Clothing that is inappropriate for the season, such as long sleeves and turtlenecks
also wearing sunglasses and heavy makeup.
64
Type 4: Warning Signs
| Obvious injuries such as bruises, black eyes, broken bones, hearing loss
these are often attributed to “falls,” “being clumsy,” or “accidents”.
65
Type 4: Warning Signs
| Threats
Directed at the place of work or an employee who works there.
66
Type 4: Warning Signs
| Disruptive personal visits to the workplace by a present or former ___or ___.
spouse or partner
67
Techniques for Dealing with Upset Individuals:
| Employees must use ___ when dealing with upset individuals
caution
68
Some techniques that can be utilized to calm a hostile person include:
a. Listen actively.
b. Avoid arguing or defensive conversations.
c. Don’t patronize.
d. Use empathy.
e. Stay calm.
f. Maintain consideration of personal space.
g. Create an atmosphere of respect.
h. Utilize problem solving.
i. Team approach.
j. Avoid counter threats.
k. Take physical safety precautions, security measures, and leave area if possible.
l. If necessary, have the individual removed from the workplace.
m. Contact the Employee Assistance Program (EAP).
n. If hostile behavior escalates, have individual arrested by local law enforcement.
69
Forms of Violence among Co-Workers:
| Many incidents of violence do not involve casualties but have the same ___.
traumatic effects.
70
Forms of Violence among Co-Workers:
| Concealing or using a ___
weapon
71
Forms of Violence among Co-Workers
| ___ assault upon oneself or another person
Physical assault
72
Forms of Violence among Co-Workers
| Bullying, intimidating, or frightening ___
others
73
Forms of Violence among Co-Workers
| Harassing, stalking, or showing undue focus on ___
another person
74
Forms of Violence among Co-Workers
Physically ___ acts, such as shaking fist at another person, kicking, pounding on desks, punching a wall, angrily jumping up and down, and screaming at others.
aggressive
75
Forms of Violence among Co-Workers
| ___ abuse including offensive, profane, and vulgar language.
Verbal
76
Forms of Violence among Co-Workers
| ___ (direct or indirect), whether made in person or through letters, phone calls, or electronic mail.
Threats
77
Forms of Violence by Patients, Bystanders, or Civilians:
Incidents involving patients displaying erratic and uncooperative behavior whether from drug use, mental illness, or altered level of consciousness pose a ___.
higher risk to personnel.
78
Forms of Violence by Patients, Bystanders, or Civilians:
It is important that employees provide the highest level of care for persons and/or patients when they are exhibiting ___.
aggressive behavior.
79
Forms of Violence by Patients, Bystanders, or Civilians:
| The potential of exposure to danger or injury to an employee can be minimized with the utilization of ___.
standard operating guidelines.
80
Forms of Violence by Patients, Bystanders, or Civilians:
| A clear understanding of these issues will also minimize ___ to employees and the Department.
liability
81
Forms of Violence by Patients, Bystanders, or Civilians:
When encountering a person (potential patient) exhibiting aggressive behavior responders need to make a decision on ___ to act. Time is the most critical factor to determine the course of action during these types of incidents.
when and when not
| -most critical factor to determine the course of action
82
1. Person is not a physical danger to themselves, bystanders, or Department members -
If the person is simply argumentative or making verbal threats against members or bystanders, place a “____” call to Metro Fire Communications and stand by for the Los Angeles Police Department (LAPD). Members should stay back and monitor the person from a ___ distance.
1) “Back up the Fire Department”
| 2) safe, reasonable
83
2. Patient is having a seizure or reacting in an uncontrolled manner that poses a potential immediate threat to their own safety -
Members should ___ or ___ patients from hard objects with soft items until the patient stops seizing. After the patient has stopped seizing, members can start or continue with the appropriate care.
move or shield
84
3. Lines of communication are still open - The person may be overwhelmed by the number of emergency responders present or be upset with one member in particular. If the person responds well to one member, have that member communicate with the person until LAPD arrives. All members should maintain a ___.
safe distance.
85
4. Law enforcement is on scene -
If LAPD is on scene, their role is to deal with persons with ___ behavior. Tell them why you need their help. If it is a patient demonstrating aggressive behavior, explain how you want the patient restrained and have them accompany the employee with the patient to the hospital. They are equipped and trained to handle these individuals.
aggressive behavior
| -LAPD accompany the employee with the patient to the hospital
86
5. Armed person - DO NOT engage these individuals. This is strictly a ___ issue. Place a “____” call to MFC and maintain a safe distance. Attempt to evacuate bystanders and secure a perimeter. Advice incoming units of the situation, the presence and types of weapons observed, and have them stage at a safe location.
1) law enforcement
- do not engage
2) “Fire Department needs Help”
87
The only time LAFD sworn employees should become actively involved in restraining a person or patient with aggressive behavior is when they are ___ and pose an immediate danger to ___ or ___.
1) unarmed
| 2) themselves or others
88
It is important to remember that persons demonstrating aggressive behavior may be doing so because of an ___.
acute medical condition
89
___ should be notified when violent or high-risk patients are being transported to their facility consistent with Department and Los Angeles County Department of Health Services (DHS) guidelines
Receiving facilities
90
Immediately reporting to a ___ any form of violence or threat of violence, whether actual or reasonably perceived, involving a City employee, and occurring in the workplace.
supervisor
91
Immediately reporting to a ___ any behavior involving violence or a threat of violence by an employee outside the workplace, but is workplace related.
supervisor
92
Recognizing and reporting potential ___.
trouble
93
Case studies of workplace violence have found repeatedly that staff and co-workers usually see the problem developing before ___ does.
management
94
Reporting to a ___ the existence of a restraining order that covers the employee at the workplace or any potentially violent non-working related situation that could likely result in violence in the workplace
supervisor
| -restraining order
95
Any employee who believes a crime has been committed against him/her has the ___ to notify the proper law enforcement agency. Notification should be made to the ___, through the respective ___, and to the ___, Through Channels, if a non-employee is threatening an employee.
1) right
2) LAPD
3) Bureau Commander (telephonically)
4) Arson Section
96
Immediate Supervisor Responsibility:
| Immediate officers and supervisors are accountable for recognizing a potentially ___ situation.
threatening
97
Before a potential or actual violent incident occurs, officers and supervisors shall:
Foster a ___, ___ work environment.
supportive, harmonious
98
Immediate Supervisor Responsibility:
| ___ can help reduce harassment and hostility in the workplace.
Mutual respect
99
Before a potential or actual violent incident occurs, officers and supervisors shall:
Communicate openly and give employees ___ and ___
support and recognition
100
Before a potential or actual violent incident occurs, officers and supervisors shall:
Train employees on how to ___.
resolve conflicts.
101
Before a potential or actual violent incident occurs, officers and supervisors shall:
Develop ___ in effective communications, team building, and resolving disputes
skills
102
Before a potential or actual violent incident occurs, officers and supervisors shall:
In the field, keep the building free of potential ___
hiding places and maintain clear views of lobbies and work places.
103
Before a potential or actual violent incident occurs, officers and supervisors shall:
Know the available ___.
1) Community resources
2) Building ingress and egress,
3) Geographical layout of the building
104
Any supervisor, who observes or becomes aware of behavior or early warning signs of potential workplace violence, shall attempt to ___
diffuse the situation and immediately notify their commanding officer.
105
Companies shall be placed ___ through MFC as needed
not available (NAV)
106
___ should be notified and a ___ should be obtained.
1) LAPD
| 2) report
107
Supervisors shall provide immediate ___ to all employees who have been injured in the incident
medical care
108
During normal business hours, immediate supervisor shall telephonically notify the ___
1) LAFD’s Workplace Violence Prevention Program Coordinator
| 2) Risk Management Section Battalion Chief
109
If a workplace violence issue arises after hours, contact the on-call __ through MFC.
Risk Management Section Officer
110
The immediate supervisor shall document and complete the circumstances of the workplace violence incident on the ___ and ___.
1) Workplace Violence Intake Form
and
2) Post Incident Assessment Form
111
These documents are located on the Information Portal. Once the forms are completed, email to:
LAFDRiskManagement@lacity.org
112
If incident occurs in the fire station, place company out of service, have MFC create an incident for an “___” and dispatch a Battalion Commander.
“INVEST”
113
The respective Bureau Commander or the Risk Management Section Battalion Chief will contact the ___. The LAFD Threat Assessment Team will respond to the workplace for follow-up.
1) LAFD Threat Assessment Team
-respond to the workplace for follow-up.
2) Behavioral Health Program
and if necessary
3) LAPD Threat Management Unit
114
LAFD Workplace Violence Coordinator:
| The LAFD’s Workplace Violence Coordinator is the ___ assigned to the Risk Management Section
Battalion Chief
115
LAFD Workplace Violence Coordinator:
| The ___ is responsible for contacting Prince and Phelps, and the City’s Threat Assessment Team.
Battalion Chief
116
LAFD Workplace Violence Coordinator:
Prince and Phelps is a ___ that is contracted by the City of Los Angeles to conduct workplace assessments and provide a recommendation based on the findings to the Department.
consultant firm
117
LAFD Threat Assessment Team:
The LAFD has created a ___ that is responsible for the evaluation and management of all reported threats or acts of workplace violence involving LAFD employees.
Threat Assessment Team
118
LAFD Threat Assessment Team:
Threat Assessment Team primary goal is to ensure that a __ work environment is provided for all employees, which would be handled by referring the employee to the appropriate specialist or entity to handle.
safe
119
LAFD Threat Assessment Team:
| The team is normally comprised of the ___
1) Risk Management Section Battalion Chief 2) the affected Chief Deputy (Administrative Operations or Emergency Operations), 3) Bureau Commander
4) Employee Relations Manager
5) Employee Relations Officer
6) Personnel Director.
120
City of Los Angeles Threat Assessment Team:
| City has created a ___
City-wide Threat Assessment Team
121
City of Los Angeles Threat Assessment Team:
| The City’s Threat Assessment Team is accessed via members of the LAFD Threat Assessment Team and can provide ___
consultation and assistance when requested.
122
Assistance from Other Agencies:
| The LAPD has a ___
Threat Management Unit
123
Assistance from Other Agencies:
LAPD ___ that is responsible for the development, implementation, evaluation, and modification of a workplace violence prevention program.
Threat Management Unit
124
Assistance from Other Agencies:
Threat Management Unit can determine if an employee is a danger to themselves or others and has the ability to institute a __-hour hold.
72-hour hold
125
Contact Information:
| After hours contact MFC, request for the ___.
on-call Risk Management Section Officer
126
Contact Information:
| Book 75 is ?
Injury and Illness Prevention Program
