Purpose

This course helps staff recognise occupational violence and aggression, reputational aggression, online hostility and other psychosocial hazards. It explains what staff should do before, during and after an unsafe interaction and how NERPSA responds to reports.

Use current information

This course supports NERPSA policies and procedures. It does not replace them. Staff should use the current NERPSA service policies and current information available through the Staff Resources website.

By the end of this course, you should be able to

Recognise occupational violence and aggression in physical, verbal and online forms.

Recognise psychosocial hazards and cumulative exposure.

Use early intervention and safe communication strategies.

Pause or end an unsafe interaction.

Take emergency action where required.

Report and document incidents factually.

Access EAP and other support.

Understand manager responsibilities and risk controls.

Standards and evidence base

Framework	Connection to this course
NERPSA policies	Occupational Violence and Aggression; Occupational Health and Safety; Code of Conduct; Compliments and Complaints; Privacy and Confidentiality; Child Safe Environment and Wellbeing; and Employee Assistance Program information.
Victorian OHS requirements	The Occupational Health and Safety Act 2004 and Occupational Health and Safety (Psychological Health) Regulations 2025 require employers to provide and maintain a working environment that is safe and without risks to physical and psychological health, so far as is reasonably practicable.
WorkSafe Victoria	Current guidance on aggression or violence, psychosocial hazards, reporting, risk controls, support, consultation and review of controls.
National Quality Standard	Quality Areas 4 and 7 support professional workplaces, effective leadership, clear responsibilities and continuous improvement. Quality Areas 2, 5 and 6 also apply where children, interactions and family relationships are affected.
Child Safe Standards	Standards 6, 7, 8, 10 and 11 support capable staff, safe reporting, ongoing learning, regular review and documented child safe practice.
TAFE and professional learning	Selected connections to HLTWHS001 Participate in workplace health and safety, CHCECE055 Meet legal and ethical obligations, CHCECE056 Work effectively in children’s education and care, and APST 4.4, 6.2, 6.3, 7.1, 7.2 and 7.3.

Status of this learning

This is internal NERPSA professional learning. It is not nationally recognised training, an accredited course, a unit of competency or a statement of attainment.

Module one

Understanding occupational violence and aggression

Occupational violence and aggression occurs when a person is abused, threatened or assaulted in circumstances relating to work. It may cause physical harm, psychological harm or both.

It may include

yelling, swearing, insults, threats or intimidating language;
aggressive gestures, standing over someone or invading personal space;
harassment, repeated hostile contact or unwanted pursuit;
threats to damage a person’s employment, reputation or relationships;
physical assault, attempted assault, spitting, pushing or throwing objects;
hostile emails, messages, reviews, posts or public commentary connected with work;
publishing identifying information to encourage targeting; and
conduct by a family member, community member, colleague, contractor, visitor or other person.

OVA is not limited to physical assault. Verbal abuse, intimidation, threats and work related online hostility can also create physical or psychological risk.

Reputational aggression and online hostility

Public allegations, naming employees or groups, threatening a person’s reputation, encouraging community targeting or repeatedly contacting staff online may create workplace safety risks. These incidents should be preserved and reported. Staff must not respond publicly or organise others to join the dispute.

“I am not able to discuss this matter due to privacy and confidentiality.”

Module two

Psychosocial hazards and cumulative exposure

Psychosocial hazards are factors in the design or management of work that may increase the risk of work related stress and psychological or physical harm. Several hazards can combine and increase risk.

Possible hazards

aggression or violence;
bullying or harassment;
poor support;
high or conflicting demands;
low role clarity;
traumatic events or material;
remote or isolated work; and
poor organisational justice.

Possible signs of impact

fear, distress or hypervigilance;
difficulty concentrating;
sleep disruption;
avoiding people or tasks;
physical symptoms;
irritability or emotional exhaustion;
reduced confidence; and
cumulative stress after repeated incidents.

Staff do not need to diagnose an injury or prove that harm has occurred before reporting a hazard. Early reporting allows NERPSA to assess risk, put controls in place and offer support.

A single serious incident can cause trauma. Repeated lower level incidents can also accumulate and cause harm.

Module three

Prevention and early action

Staff should notice changes in behaviour and conditions that may increase risk. Early action does not mean assuming that aggression will occur. It means adjusting the environment, communication and available support before risk escalates.

Early risk indicators may include

raised voice, repeated interruption or personal insults;
threatening statements or gestures;
refusal to respect boundaries or directions;
rapid escalation or fixation on an individual employee;
repeated hostile messages, calls or online posts;
attempts to enter restricted areas or approach children or staff inappropriately;
known previous aggression; or
staff reporting fear, distress or concern about an upcoming interaction.

Possible controls

move the conversation away from children;
have another staff member or manager present;
use Head Office as the communication point;
change the time, place or method of communication;
maintain a safe exit and avoid becoming isolated;
confirm behavioural expectations before a meeting;
use written communication where this reduces risk;
review arrival, departure, visitor and access arrangements; and
obtain police or specialist advice where necessary.

Module four

Responding safely during an interaction

Notice

Observe the behaviour, surroundings, children present, exit routes and available support.

Set limits

Use calm, brief language and state what is required for the conversation to continue.

End or move

Pause or end the interaction when it is unsafe. Move yourself and others to safety.

Get help

Contact a colleague, manager, police or emergency services according to the risk.

Staff response scripts

“I want to assist, but I cannot continue while I am being spoken to in this way.”

“I am ending the conversation now. The matter will be referred to NERPSA.”

“This conversation cannot continue in front of the children. Please leave the area now.”

“I am not able to discuss another child, family or staff member.”

“I can hear that you are upset. We will arrange for the appropriate person to contact you.”

Immediate danger

Move to safety and call 000 when someone is in immediate danger, a crime is in progress or immediate police, fire or ambulance attendance is required. Follow service emergency procedures and notify NERPSA as soon as it is safe.

Staff are not expected to win an argument, prove a point, physically block a person or continue an interaction to avoid appearing impolite.

Module five

Reporting and factual documentation

Report hazards, threats, aggression and violence as early as possible. Reporting helps NERPSA assess immediate and ongoing risk, preserve evidence, coordinate support and determine whether external notification or advice is required.

A factual record should include

date, time and location;
people present and children nearby;
the person’s words as accurately as possible;
observable actions, gestures and physical behaviour;
how the interaction ended;
immediate safety or protective actions;
who was notified and when;
injury, distress or support requested;
screenshots, links, messages or other evidence; and
any continuing contact or risk.

Factual

“At 8.42 am, the person stood approximately half a metre from the educator, pointed at the educator and said, ‘I know where you live.’”

Not factual enough

“The person went crazy and was obviously planning to hurt someone.”

Do not alter screenshots, add commentary to original evidence or circulate material beyond those who need it. Preserve the original context, account name, date, time, link and surrounding comments where relevant.

Module six

Support, EAP and recovery

People respond differently to aggression, threats and public hostility. A reaction may occur immediately or later. Staff should not be expected to demonstrate a particular level of distress before support is offered.

Support may include

immediate check in and practical assistance;
medical attention or first aid;
Employee Assistance Program support;
contact with a support person;
temporary changes to duties, location or communication arrangements;
a plan for future contact with the person involved;
follow up after the initial incident;
workers compensation or injury reporting information where relevant; and
review of cumulative exposure and team impact.

Seeking support is not a sign that a person handled the incident poorly. Support is part of an appropriate workplace response.

Victimisation, blame or adverse treatment because a person reports a safety concern is not acceptable. Confidentiality should be respected, while information may still need to be shared with authorised people to manage risk and provide support.

Module seven

Manager responsibilities

Managers and supervisors have additional responsibilities when a hazard or incident is reported.

The response should include

assessing whether there is an emergency or immediate safety risk;
ensuring children and staff are protected;
listening without blame and recording the report;
offering immediate and ongoing support;
preserving evidence and controlling access to records;
identifying psychosocial hazards and assessing associated risk;
consulting affected employees and any Health and Safety Representative;
implementing controls using the hierarchy of control where applicable;
considering police, WorkSafe, VECRA, Child Protection or other notification requirements;
monitoring cumulative exposure;
reviewing whether controls remain effective; and
documenting decisions, actions, owners and review dates.

Do not reduce OVA to a communication problem

Respectful communication is important, but the organisation must still identify hazards and control risks. Training staff to communicate calmly is not a substitute for access controls, staffing arrangements, management intervention, reporting systems and other organisational controls.

Practice scenarios

A family member is yelling at the front door while children are arriving.

Prioritise the children and move the interaction away from them if safe. Obtain another staff member or manager, set a clear limit and end the interaction if it remains unsafe. Call 000 if there is immediate danger. Report and document the incident.

An employee is named and criticised in a public social media post.

Do not respond or ask others to defend the employee online. Preserve the post, link, date, account, reach and relevant comments. Notify NERPSA promptly so privacy, child safety, legal, communication and psychosocial risks can be assessed. Offer support to affected staff.

A person repeatedly sends hostile emails but makes no direct physical threat.

Repeated hostile contact can still be aggression or a psychosocial hazard. Preserve the emails, report the pattern and consider controls such as a single communication contact, written behavioural expectations, management review and support for affected staff.

A staff member says they are fine after an incident and declines EAP.

Respect the choice, provide EAP and support information, document that support was offered and check in again later. Continue assessing workplace risk regardless of whether the employee accepts EAP.

A manager suggests that the employee should have been more calming.

Communication may be reviewed without blaming the employee. The manager must still assess hazards, risks, organisational controls, support, reporting and whether the employee was placed in an unsafe situation.

Choose the safest response

Select the best response to each situation. All three must be correct before the certificate can be unlocked.

A person continues shouting after you have asked them to speak respectfully.

You see a hostile public post naming the service and an employee.

You have received several lower level hostile messages and are starting to feel anxious.

Complete all three decisions.

Required learning activity

Apply the learning to your workplace

Complete each response in your own words. Do not include children’s names, family names or unnecessary identifying information. Your responses will be included in your final completion record.

1. How would you obtain immediate assistance at your usual service or work location?

2. What words would you use to set a boundary and end an unsafe interaction?

3. Where and to whom would you report an OVA incident or psychosocial hazard?

4. Identify one organisational control that would reduce risk more effectively than asking an individual employee to communicate differently.

Drafts stay in this browser on this device.

Knowledge check

Answer all questions. A score of at least seven out of eight is required.

1. Which statement best describes occupational violence and aggression? It only includes physical assault. It includes abuse, threats or assault connected with work and may cause physical or psychological harm. It only applies when police are called.

2. What should staff do about a hostile public post? Respond calmly in the comments. Ask supporters to defend NERPSA. Preserve relevant information, do not engage and report it promptly.

3. When may a staff member end an interaction? When the interaction is abusive, threatening, intimidating or unsafe. Only after every question has been answered. Only if a manager is present.

4. When should 000 be called? For every complaint. When someone is in immediate danger, a crime is in progress or immediate emergency attendance is required. Only after an incident report is completed.

5. Why should lower level repeated hostility be reported? Repeated exposure may accumulate and create psychological or physical risk. It should not be reported without a direct threat. It only matters if several employees complain.

6. Which is the most factual record? “The parent went crazy.” “The parent was obviously trying to frighten everyone.” “At 8.42 am, the person pointed at the educator and said, ‘I know where you live.’”

7. What is the role of EAP? EAP replaces the need to control workplace risks. EAP is one support option and does not replace risk controls. EAP is only for physical assault.

8. What must a manager do after receiving an OVA report? Assess safety and risk, support staff, preserve records, implement controls and review their effectiveness. Wait to see whether the employee recovers. Focus only on whether the employee used the correct words.

Policies and official resources

NERPSA service policies

Current OVA, OHS, Code of Conduct, privacy, complaints and child safety policies.

Open policies

NERPSA website

Current organisational information and access to NERPSA resources.

Open NERPSA website

WorkSafe: aggression or violence

Current Victorian guidance on aggression or violence as a psychosocial hazard.

Open WorkSafe guidance

Managing reports

WorkSafe guidance for reporting and responding to aggression or violence.

Open reporting guidance

Psychosocial hazards

WorkSafe information on psychosocial hazards and work related stress.

Open hazard guidance

Victorian Child Safe Standards

Standards supporting safe organisations, capable staff and safe reporting.

Open standards

Completion requirements

Before recording this course as complete, staff should have:

read each module;
considered the practice scenarios;
completed all three interactive decisions correctly;
completed the workplace reflection;
achieved at least seven out of eight in the knowledge check; and
submitted the certificate through the NERPSA Document Submission Form.

Print your course result and certificate

The print button becomes available when all four responses are complete, all three decisions are correct, you achieve at least seven out of eight, and you complete the participant declaration.

Full name

NERPSA service

Role

Email address for your records

I confirm that I completed this lesson and assessment myself, that the written responses are my own, and that I have not included unnecessary identifying or confidential information.

Complete all requirements to unlock your completion record.

The PDF contains your landscape certificate first, followed by your participant details, written responses, assessment result and declaration.

Submit the completed record through the NERPSA Document Submission Form. This submission is the only acknowledgement required. Please do not email it separately.

Safety comes before finishing the conversation

Staff may set limits, end unsafe interactions, obtain assistance and report early. NERPSA must respond with support, risk controls, documentation and review.

Occupational Violence, Aggression and Psychosocial Safety