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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Managing Violence and Aggression Policy

{{org_field_name}}

1. Purpose

The purpose of this policy is to provide a clear, structured, and legally compliant framework for managing incidents of violence, aggression, and challenging behaviour that may arise during the delivery of care by temporary staff supplied by {{org_field_name}}. The aim is to ensure that all staff are equipped to recognise, prevent, de-escalate, and safely manage incidents of aggression while preserving the dignity, rights, and safety of service users, staff, and others. This policy promotes safe and respectful practices in line with The Health and Safety at Work etc. Act 1974, The Management of Health and Safety at Work Regulations 1999, The Care Act 2014, The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, and the CQC Fundamental Standards. This policy applies in all client settings where staff are deployed, including care homes, nursing homes, and other healthcare facilities.

2. Scope

This policy applies to:

• All registered nurses, healthcare assistants (HCAs), senior carers, and other temporary staff employed or engaged by {{org_field_name}} under zero-hours or flexible contracts
• The Director and administrative staff responsible for recruitment, placement, and supervision
• Any staff representing {{org_field_name}} within client organisations, including where incidents involve service users, visitors, colleagues, or members of the public

3. Related Policies

• Health and Safety Policy
• Incident and Accident Reporting Policy
• Safeguarding Adults and Children Policy
• Whistleblowing Policy
• Supervision and Appraisal Policy
• Personal Care and Dignity Policy
• Code of Conduct

4. Policy Statement

{{org_field_name}} recognises that incidents of violence and aggression can occur in healthcare settings, particularly where service users may have complex health conditions, dementia, mental health issues, or challenging behaviours. Our agency is committed to creating and maintaining a safe environment for service users, staff, and others while promoting dignity, respect, and person-centred care. The Director will oversee the implementation of this policy and ensure that all agency staff are provided with the knowledge, skills, and support required to respond safely and appropriately to incidents of violence and aggression.

5. Definitions

For the purpose of this policy:

• Violence includes any incident where a person is physically assaulted, threatened, or injured
• Aggression includes verbal abuse, threats, intimidation, or behaviour that creates fear
• Challenging behaviour refers to any behaviour that puts the individual or others at risk or leads to a poorer quality of life
• Incidents include all situations where a worker is subjected to, witnesses, or feels threatened by violence or aggression

6. Responsibilities

Director
The Director will:

• Lead on policy implementation, monitoring, and review
• Ensure all staff receive training on managing violence, aggression, and challenging behaviour
• Investigate and respond to all reported incidents
• Provide support to staff following incidents
• Promote a culture of zero tolerance towards violence and aggression

All Agency Staff
All staff are responsible for:

• Acting professionally and calmly when confronted with violent or aggressive behaviour
• Using de-escalation techniques wherever safe and appropriate
• Avoiding actions that could escalate the situation
• Ensuring their own safety and the safety of others
• Reporting all incidents promptly
• Cooperating fully with any incident investigation
• Working within the client’s policies and care plans when managing challenging behaviour

7. Risk Assessment

Prior to deployment, {{org_field_name}} will:

• Ensure that staff are aware of the potential for challenging behaviour in certain client settings
• Identify placements where staff may be exposed to violence or aggression
• Advise staff of known risks and ensure that relevant training and preparation is provided
  During assignments, agency staff must:
• Familiarise themselves with the client’s risk assessments and behaviour management plans
• Follow all risk management strategies, including observation levels, staffing arrangements, and specific interventions identified in the client’s protocols

8. Preventing Violence and Aggression

Prevention is key to managing incidents of violence and aggression. Staff must:

• Build positive relationships with service users based on trust, respect, and clear communication
• Be sensitive to service users’ needs, preferences, and triggers for distress or agitation
• Observe service users for signs of escalating behaviour such as restlessness, agitation, or verbal cues
• Use clear, calm, and non-threatening communication
• Respect personal space and avoid sudden movements that may be perceived as threatening
• Seek support from colleagues if concerned about a situation

9. De-escalation Techniques

When faced with potentially violent or aggressive situations, staff should:

• Remain calm and non-confrontational
• Speak slowly, clearly, and reassuringly
• Acknowledge the person’s feelings and offer choices where possible
• Avoid arguing, raising their voice, or making physical contact unless necessary to prevent harm
• Use diversion or distraction techniques
• Maintain a safe distance and ensure that escape routes are available
  Staff must always prioritise safety and summon assistance when needed.

10. Physical Intervention

{{org_field_name}} does not authorise agency staff to use physical restraint or control unless:

• It is permitted under the client’s policy
• Staff have received specific, accredited training
• It is necessary to prevent immediate harm to the service user or others
• It is the least restrictive and proportionate response to the situation
  Where restraint is used, staff must:
• Record the incident fully and immediately
• Inform the client’s senior manager without delay
• Notify {{org_field_name}} using the Incident Reporting Policy
• Reflect on the intervention during supervision or debriefing

11. Safeguarding Considerations

Violence and aggression may be indicators of underlying safeguarding concerns, including neglect, abuse, or unmet needs. Staff must:

• Be vigilant to signs of potential safeguarding issues during incidents
• Follow the Safeguarding Adults and Children Policy
• Report concerns immediately to the client safeguarding lead and {{org_field_name}}

12. Incident Reporting and Documentation

All incidents of violence, aggression, or challenging behaviour must be reported:

• Internally to the client organisation following their policy
• To {{org_field_name}} via the Incident and Accident Reporting Policy
  Reports must be:
• Accurate, factual, and detailed
• Include actions taken, service user behaviour, injuries sustained, and outcomes
• Submitted as soon as possible after the incident
  The Director will review all reports and determine further action, including support for staff and learning for the organisation.

13. Post-Incident Support

Staff involved in violent or aggressive incidents may require additional support. {{org_field_name}} will:

• Offer formal or informal debriefing
• Provide access to supervision sessions
• Arrange further training if appropriate
• Offer referral to occupational health or other support services
• Protect staff from discrimination or retaliation for reporting incidents

14. Training

All agency staff will receive:

• Training on recognising, preventing, and managing violence and aggression during induction
• Annual refresher training
• Additional training if identified through supervision, incident reviews, or client feedback
  Training will cover:
• Causes and triggers of aggression
• De-escalation techniques
• Personal safety
• Legal and ethical considerations
• Incident reporting
• Basic understanding of restraint (where relevant)

15. Collaboration with Client Organisations

Agency staff must:

• Follow client-specific policies on managing challenging behaviour
• Participate in client inductions related to violence and aggression management
• Report incidents and concerns to both the client and {{org_field_name}}
• Cooperate with client investigations
  {{org_field_name}} will work in partnership with client organisations to ensure that staff are supported and informed when managing challenging behaviour.

16. Governance and Quality Assurance

The Director will:

• Review all incidents involving violence or aggression
• Identify trends or patterns through regular audit of incident data
• Implement changes to training, policy, or placement arrangements if required
• Share lessons learnt internally to improve practice
• Engage with client organisations to coordinate responses to emerging risks

17. Director’s Oversight

The Director is responsible for:

• Ensuring this policy is implemented and regularly reviewed
• Supporting staff to comply with safe practice
• Investigating serious incidents and ensuring appropriate actions are taken
• Ensuring that staff have access to supervision, training, and additional support
• Promoting a culture of safety, dignity, and continuous learning

18. Policy Review

This policy will be reviewed every 12 months or sooner if required due to changes in legislation, incident trends, or feedback from staff or clients.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.