The Strategic Management Assessment and Response Team (SMART) is a new resource for recognizing, reporting, responding to and resolving complicated workplace violence or conflict situations.
New team addresses workplace conflict
The Strategic Management Assessment and Response Team (SMART) is a new resource for recognizing, reporting, responding to and resolving complicated workplace violence or conflict situations. The multidisciplinary group, led by Police and Security, includes members from Human Resources, Risk Management, Occupational Health, the Employee Assistance Program, the Department of Psychiatry, the Office of Patient Advocacy and Nursing Administration.
“SMART is designed to assist with complex situations that have moved beyond an isolated incident,” says Bonnie Michelman, director of Police, Security and Outside Services. “These situations may include criminal or ethical issues, creation of staff unrest or fear, direct threats to others or previous criminal history – all of which may involve patients, visitors or employees.”
SMART meets quarterly to proactively discuss reports and trends related to disruptive, inappropriate, threatening or violent behavior. The team can then assist managers and supervisors with developing the tools and guidelines necessary to better recognize and resolve conflict incidents at their initial stage. In addition, SMART is able to respond immediately to emergency situations. SMART can be activated during business hours by contacting Police and Security Investigative Manager Jennifer Goba at 617-726-1474 or after hours by contacting the manager on duty at 617-726-2121.
Read more articles from the 11/18/11 Hotline issue.
U.S. News & World Report ranks Mass General the #1 hospital in America based on our quality of care, patient safety and reputation in 16 different specialties. Learn more about why we're #1.
Search the archive for previously published news articles, press releases and publications.
Departments and Centers at Mass General have a reputation for excellence in patient care. View a list of all departments.