Home Visit Safety and Lone Worker Procedure

Purpose. This procedure sets out the safety controls for workers who visit client homes and community settings alone, including check-in, risk information, aggression and leaving a visit.

1.Before the visit

The worker must read the Home Environment Risk Assessment and any risk flags in the Client Register before every first visit and whenever the record has changed. The worker must confirm the visit is on the roster, carry a charged mobile phone and Willow identification, and know the location of the nearest hospital. Visits flagged as two-worker or daylight-only must not be attempted alone or after dark.

2.Check-in

Workers must check in with the rostering desk through the roster app at the start and end of every home visit. Where a visit is expected to run more than two hours, the worker must check in again at the two hour mark. If a worker does not check out within 30 minutes of the expected end time, the rostering desk will phone the worker, then the emergency contact, then police if the worker cannot be reached.

3.Arriving

The worker will park facing the exit where possible, note who is in the home, and assess the environment for animals, weapons, drug use, intoxicated people or anything that differs from the risk assessment. Where the worker feels unsafe at any point, the worker must leave and phone the rostering desk. No task is more important than the worker's safety.

4.Aggression and violence

Workers must not argue with or restrain an aggressive person. The worker will keep a calm tone, keep a clear path to the exit, and leave if the situation escalates. Any threat, verbal abuse or physical aggression must be reported in the Incident and Hazard Register the same day and the risk assessment updated before the next visit.

• Keep a clear exit and do not let anyone stand between you and the door
• Do not enter a bedroom or enclosed space with someone who is agitated
• Use the agreed code phrase when phoning the desk for help
• Call emergency services on triple zero if there is immediate danger

5.Driving and transport

Workers must hold a current licence, drive Willow vehicles or approved private vehicles only, and log every trip. Clients must be transported only where the plan authorises transport and the worker has completed transport training. Workers must not use a phone while driving.

6.After the visit

The worker will check out through the roster app, write a progress note and report any hazard, incident or change in the person's condition. Workers will raise any concern about a home's safety with the coordinator so that the risk assessment is reviewed.