The Risk Management Tool Box Blog

Travel Agent Safety Program

Graham Marshall - Sunday, May 01, 2011
I recently received an e-mail from Gerald (surname withheld) who manages a large travel agent call-center employing in excess of 70 full-time and part-time workers. 

The call center is located in Australia (not India). 

Gerald asked about the requirements for managing Occupational Health and Safety in his business.

Whilst offering specific OHS advice to Gerald, I thought it worthwhile to raise some more general good practices for those of you involved with call centers - wherever you are.

The first and main point, is that all employers must address the hazards commonly found in whatever industry  your organization is working within.

Now, although call-center work may be relatively low-risk compared to oil and gas, mining, construction or farming, that does not mean it is "no-risk".

Just as in any other industry, hazards associated with call center work must be identified, assessed and controlled in accordance with relevant Occupational Safety and Health Acts and Regulations as well as in line with codes of practice and national and/or international standards.

In all legislative regimes (eg., Australia, UK, Canada, NZ, etc.,), OSH Acts and Regulations contain duties that describe the responsibilities of people who impact on safety and health at work.

In general, employers in call-centers must, so far as is reasonably practicable:

  • Provide a workplace and safe system of work so employees are not exposed to hazards;
  • Provide employees with information, instruction, training and supervision to enable them to work safely;
  • Consult and co-operate with employees and  their Health and Safety Representatives (HSRs) about OSH matters;
  • Provide equipment and protective clothing where hazards cannot be managed by other means; and
  • Ensure equipment can be used, cleaned, maintained, transported and disposed of safely.

 

In order to meet the duty of care, employers in call-centers must ensure that safe systems of work are fully-developed and this usually means that workplace policies and procedures are implemented addressing the level of risk found in the call-center.

In addition to the points made above, safe systems of work may include:

  • Hazard identification and risk assessment and risk control processes;
  • Monitoring performance and reviewing control measures;
  • Appropriate OSH inductions for all new employees;
  • On-going OSH training programs for employees exposed to or managing hazards (e.g., ergonomic work station, manual handling, "hot-desking" hygiene, etc);
  • An established procedure for reporting and recording information on hazards and/or incidents;
  • Appropriate incident investigations;
  • Provision of appropriate job or task procedures;
  • Ongoing inspection and maintenance programs for equipment;
  • Emergency evacuation procedures and frequent drills; and
  • Periodic review of safety policies and procedures.

Click here to review the Australian Code of Practice For OSH in Call Centers.

Don't forget to visit the risk tool box shop and check out some of the tools we've put together that can help any call center employer fulfill their duty of care.


Recent Posts


Tags

LOTO Rosedale Abbey Isolation Control Procedures Safe Operating Procedure (SOP) Drilling Psycho-social Hazards Fire Prevention Raspberry Ketones Scam Pollution prevention Risk Assessment WA Resources Safety Safe at Home Santos Safety PowerPoint Presentation Emergency Response Incident Investigation Global Harmonized System APPEA Contract Risk Management Procedure Training Course Save our Seafarers Campaign Toolbox talk Kinetic Energy Hydraulic Fracturing ("fracking") Safety Management Program Supervision Aviation Safety NOPSA BHP Billiton Hazardous Substances Salute to Our Hero's Electrical hazards Safety Alert Bio-hazards Safety Awards Social Responsibility Nautronix WorkSafe WA Coal Seam Gas Road Transport Risk Management Radiation Sources SPE HSE Innovation Award Unconventional Hydrocarbons NORM one per center CSB Hess Office Safety Workplace bullying Hierarchy of Safety Control Process Hazard Management Fatigue Management Hot work Safety Moment ENI Australia MSDS OHS Law Situational Awareness WMC Resources Woodside Newfield Natural Hazard Occupational Overuse Syndrome Working at height OSHA Risk Tool Box Safety Information Posters Water Corporation Behaviour-based Safety (BBS) Safety Culture Survey Ladder Safety Marine Safety Shell Slips, trips and falls Hazard Spotting Manual handling NOPSEMA Rail Safety Shale Gas Driving Safety Australian OSH Codes of Practice Management of Change Walking Health Catostrophic Disaster Railway Safety Thank God it's Friday TK Shipping Total HSE Leadership Safety Video Sakhalin Energy Nanotechnology Chevron Unconventional Oil Call Centers Working with explosives Hazard Awareness ALARP Kellogg Joint Venture Farm safety IFAP Best bars in the oil patch Safety Conference Crane lifts Work in Confined Spaces BP Unconventional Gas Construction Safety Job Safety Analysis Oil Spill Response Safety "one per-center's" Excavations Hospital Safety Energy Model of Hazards US OSHA PPE Manufacturing Mining Customer Testimonial UK HSE

Archive

Blog / Terms of Use / Site Map / Disclaimer / Risk Management Tool Box 2009. All rights reserved. Web design by Luminosity. E-Commerce by JStores.