August 17, 2001

An employee is informed about a schedule change during the workday. He is so upset about the change that he becomes verbally abusive and physically threatening to co-workers. When managers and Police and Security staff interview the employee, they detect an odor of alcohol on his breath.

Situations like this, where potential violence can occur, play out every day at places of employment all over the country. Recently, outbursts of violence in the workplace have made news headlines, causing many people to question how safe they really are at their own jobs.

Nationally, workplace violence is on the rise, with more than 2 million reported victims of physical assaults per year. According to some studies, a hospital can be especially vulnerable to workplace violence because of its often tension-filled public environment.

To combat the potential for violence at the MGH, however, MGH Police and Security has programs in place to help employees identify warning signs and handle situations that threaten violence. "Our department offers a variety of options for employees who feel harassed or threatened, or who are affected by unethical or illegal behavior," says Bonnie Michelman, director of MGH Police, Security and Outside Services. "The MGH is a very safe place to work; however, incidents of violence can happen anywhere. We are committed to working with all employees and staff to prevent workplace conflict from occurring."

A nurse receives letters and flowers at home and at work from a former patient. In the letters, the patient expresses his thanks for the care he had received from her while in the hospital. Then the tone of the letters begins to change: he wants to have a romantic relationship with the nurse. Police and Security are contacted when the former patient comes to the patient care unit looking for her. Police and Security staff advise the patient that his behavior is inappropriate and that any further contact with the nurse will result in criminal charges.

What is workplace violence?
Workplace violence includes any incident that creates an environment in which employees feel unsafe. According to the Workplace Violence Research Institute, any behavior that creates a work environment that a reasonable person would find intimidating, threatening, violent or abusive is considered to be workplace violence.

Violence, threats, stalking and harassment can occur in person, by telephone, through the pager system, by mail, by e-mail or by any other electronic communications.

Many incidents start with an employee's harassment and/or intimidation of co-workers. If the warning signs are not recognized or addressed by co-workers and supervisors, the potential for such behavior to escalate to physical violence may increase. "Recognizing the early warning signs is essential to eliminating or minimizing a threatening situation," says Michelman. "Employees should immediately report any threats, harassment, abuse or other behavior that may be a precursor to workplace violence. One of the keys to handling these types of situations is early communication of such issues with our department."

Any of the following warning signs may indicate a potential problem:

• history of violence or criminal activity
• history of domestic violence
• verbally abusive or threatening behavior
• antisocial behavior
• negative changes in appearance and/or hygiene
• mood swings
• blaming others for problems
• romantic obsession
• alcohol or drug dependence
• depression
• failure to accept change
• excessive e-mails and voicemails that are derogatory in nature and unrelated to work

An employee is told by her co-workers that she had been receiving telephone calls from her estranged husband while she was away from her desk. The calls were not threatening in nature, just inquiries by the estranged husband about how his wife was doing. The employee feels terrorized by these calls because of the violent abuse that she suffered from her husband when they were together. Fortunately, the employee has taken out a restraining order against her husband. The Police and Security Department assists her with filing a criminal complaint against him.

How MGH Police and Security can help
During the past several years, MGH Police and Security staff members have been instrumental in identifying and responding to potential workplace violence incidents. When notified, the Special Investigation Unit (SIU) initiates a preliminary investigation of the situation to determine the level of threat to others. SIU staff members work with managers and employees to take appropriate actions when needed. Other MGH departments, such as the Employee Assistance Program and Human Resources, may be involved in the situation.

Another service that Police and Security offers is an in-depth training program called Management of Aggressive Behavior, which helps employees handle anxious, verbally aggressive and physically violent individuals. "This course empowers people and helps them to deal with a wide range of behavior, from mild forms of anxiety to major conflicts in the workplace," says Michelman.

A physician receives threatening phone calls and voicemails at work and at home from an unhappy patient. The calls increase in frequency, causing the physician to feel uncomfortable and unsafe. Police and Security, working with the Verizon Telephone Company's security team and the local police, identifies the caller and files criminal charges against the patient on behalf of the physician. The patient later is convicted and placed on probation by the court.

How to prevent workplace violence
All employees play a role in keeping the MGH safe. MGHers are encouraged to learn more about workplace violence and its warning signs. The following are tips to help prevent harmful situations in the workplace:

• Review the Partners Workplace Violence policy.
• Inform your supervisor immediately of a potentially violent situation.
• Report any suspicious behavior to MGH Police and Security.
• Take all threats seriously.
• Trust your instincts.
• Wear your identification badge at all times.

"Police and Security staff are committed to working with employees to prevent workplace conflict of any type from occurring," says Michelman. "Cases of workplace violence are hard to predict, but education and open, good communication are the best defenses. What every employee should know is that he or she has an important role and responsibility in keeping the MGH safe."

For more information about MGH Police and Security services and training programs, call Leah Coviello at (617) 724-3030 or send e-mail to lmcoviello@partners.org.

From left, SIU investigators James Leonard, Jennifer Goba and John Daley with Michelman

MGH Police and Security services
In response to a potentially threatening situation, MGH Police and Security will conduct a risk assessment to determine whether an employee is in immediate danger of workplace violence. Police and Security offers a range of services, including:

• consultation
• domestic violence court assistance
• workplace security surveys
• home security surveys
• customized personal protection plans
• threat evaluations
• security precautions
• escorts
• interaction with law enforcement and outside agencies

MGH Police and Security may conduct investigations, consultations or provide services to handle any harassing, threatening, unethical or illegal behavior. These services are complimentary and confidential.

For more information, call (617) 726-2121 for the main campus, or (617) 726-5400 for CNY and the MGH health centers. These emergency phone numbers are accessible 24 hours a day.