Minimse and deal with aggressive and abusive behaviour*

Overview

This NOS sets out the skills, knowledge and understanding for you to maintain community environment in a safe and secure way.

There are 3 areas:

1. Deal with incidents in community environments

2. Deal with hazards in community environments

3. Deal with emergencies in community environments

Performance Criteria

You must be able to:

Deal with incidents in community environments

1. identify incidents correctly
2. take action to deal with incidents that are in line with your organisation's policies and procedures
3. take action that is within your authority and job role
4. get appropriate help when you are unable to deal effectively with incidents
5. report and record accurately the details of incidents in line with your organisation's policies and procedures
6. maintain your own health and safety, and that of others while dealing with incidents
   
   Deal with hazards in community environments
   
   
7. identify potential hazards accurately
8. take action to deal with hazards that is in line with your organisation's policies and procedures
9. take action that is within your authority and job role
10. maintain your own health and safety, and that of others while dealing with hazards
11. report and record accurately the details of hazards in line with your organisation's policies and procedures
    
    Deal with emergencies in community environments
    
    
12. determine the exact nature of emergencies
13. take action to deal with emergencies that are in line with your organisation's policies and procedures and within your job role
14. get appropriate help when you are unable to effectively deal with emergencies
15. advise those concerned and refer them to partner agencies who can help, if the problems are not within your organisation's responsibilities
16. keep those concerned informed of progress where an immediate response to the emergency cannot be given
17. handle circumstances where customers are distressed, abusive or aggressive in a way which is supportive and allows you to determine the nature of the emergencies
18. prioritise your actions in line with your workload and the nature of the emergency
19. report and record accurately the details of emergencies in line with your organisation's policies and procedures
20. maintain your own health and safety, and that of others while dealing with emergencies

Knowledge & Understanding

You need to know and understand:

Legal and organisational requirements

1. current relevant legislation, regulations, codes of practice and guidelines relating to maintaining safe and secure community environments
2. your organisation's policies, procedures and methods for dealing with incidents
3. your organisation's policies, procedures and methods for dealing with damage
4. your organisation's policies, procedures and methods for reporting and recording details of hazards, including maintaining confidentiality
5. the limits of your own job role and authority
6. your organisation's policies and procedures relating to dealing with problems and emergencies
   
   Deal with incidents in community environments
   
   
7. observation techniques to identify incidents in public places
8. the roles and functions of the emergency and related services
9. what information is required for the descriptions of suspicious persons and vehicles
   
   Deal with hazards in community environments
   
   
10. how to identify hazards in public places
    
    Deal with emergencies in community environments
    
11. the range of actions that you can take to deal with emergencies
12. limits of your authority and responsibility in dealing with emergencies - knowing when a situation is within your own area of responsibility
13. local community issues and local priorities
14. how to prioritise dealing with problems
15. why it is important to keep the people involved informed of what is happening to deal with emergencies:
    
    Communication
    
    
16. methods of effective communication