PromotingSafety and Healthin the Workplace

- CONTACT CENTER -

Occupational Safety and Health CenterDepartment of Labor and Employment

Occupational Safety and Health

• encompasses the social, mental and physical well-being of workers, that is the “whole person”

Lesson 1.

Learn from the past and prepare for a better

future

The World of Work then …

"a foul and poisonous dust [that] flies out from these materials, enters the mouth, then the throat and lungs, makes the workmen cough incessantly, and by degrees brings on asthmatic troubles."

"in whom he found heaps of sand that in running the knife through the pulmonary vesicles he thought he was cutting through some sandy body."

Bernardini RamazziniFather of Occupational

Medicine1713 –Published “De Morbis Artificum” (Diseases of Workers)

Paracelsus (1493-1541)Father of Modern Toxicology

Areolus Phillipus Theophrastus Bombastus

von Hohenheim

"All substances are poisons; there is none which is not a

poison. The right DOSE differentiates a poison from

a remedy."

Lesson 2.

Know the conditions of work and

workplace

Occupational and Work-Related Diseases and

Injuries

• History of exposure to hazardous workplace factors becomes indispensable in determining whether an illness is because of workplace factors or not.

Types of Hazards

BiologiBiologic c

hazardhazardss

ChemicalChemical hazardshazards PhysicPhysic

al al hazardhazard

ss

ErgonomErgonomic ic

stressesstresses

Types of HazardsChemicalChemical hazardshazards

•Formaldehyde•Cigarette smoke•Carbon monoxide•Carbon dioxide•Cleaning Agents

Types of Hazards

PhysicPhysical al

hazardhazardss

•Poor office lighting•Noise•Dry air•Air currents

Types of Hazards

BiologiBiologic c

hazardhazardss

•Pollens, allergens and dusts•People, plants, mites, pests•Condensed water in air conditioners, clogged drains, etc.

Types of Hazards

ErgonomErgonomic ic

stressesstresses

•Limited workspace•Simplified work•Repetitive task•Shiftwork (esp. nightwork)•Mental and physical workload

Lesson 3.

Mere exposure to hazard does not

cause harm to safety or health

Hazards in the workplace can cause harm if there is undue exposure such as through elevated workplace concentration without proper control measures.

Important to characterize exposure

Work-Related Musculoskeletal Disorders (WMSDs)

development requires weeks, months or years of exposure to ergonomic risk factors

•Repetitive exertions•Posture stresses (including static posture)•Forceful exertions•Contact stresses•Job design•Work organization•Workstation dimension

Lesson 4.

Take active part in keeping yourself

safe and healthy.

Diseases of Workers

• Many diseases of occupational cause are multifactorial,with non-occupational factors playing a role.

• Personal characteristics, other environmental and socio-cultural factors usually play a role as risk factors for these diseases.

Total Health Promotion

• Smoking cessation

• Physical activity

• Nutrition

• Weight reduction

• HIV/AIDS

• Drug Abuse Prevention

• TB Prevention and Control

Lesson 5.

Prevention is better than treatment

HARMFUL EXPOSURES

EARLY IN WORKING LIFE

MODIFY NORMAL COURSE OF

PHYSIOLOGICAL CHANGES

DUE TO AGEING ALONE

Hearing loss comes with ageing

But hearing loss

can occur much earlier

due to occupational exposure

Noise-Induced Hearing Loss

Loss of muscle strength comes with ageing

• But muscle strength can be diminished even in young persons

Occupational Safety and Health is Prevention

• Many occupational conditions are IRREVERSIBLE

• Occupational conditions are PREVENTABLE

ENSURING WORKER WELL-BEING

• “The choice of a starting age for attention should be selected as “young” enough that intervention efforts can be expected to make a difference during the working life.”

Committee on the Health and Safety Needs of Older Workers National Research Council and Institute of Medicine

Occupational Safety and Health ConditionsContact Centers

Occupational Safety and Health in Call Centers

(Secondary Data)

• Musculoskeletal disorders– Linked to poorly designed workstations (Hoekstra et.

al. 1995).– Associated with longer shift duration (Ferreira M and

Saldiva PH, 2002)– Long uninterrupted hours of work with the computer– Invariable and sedentary work (Norman K et. al.

2001)– Low job satisfaction (Most IG, 1999)

Occupational Safety and Health in Call Centers

(Secondary Data)

• Voice disorders– Intensive verbal interaction with clients one of

the contributing factors (Jones K et. al., 2002)

• Eyestrain– Poor lighting conditions and intensive

computer use (Putnam C et. al., 2000)

Occupational Safety and Health in Call Centers

(Secondary Data)

• Problems due to psychosocial and work organization stressors (Putnam C et. al., 2000)– Increased reporting of health disorders– Negative work attitude (boredom, job

dissatisfaction, anger, etc.)

Occupational Safety and Health in Call Centers

(Secondary Data)

• Concern over potential hearing problems (Patel J and Broughton K, 2002)– Exposure to high intensity sound coming from the

headsets– high sound levels in the room from the simultaneous

talking of the employees

Occupational Safety and Health Conditions

Contact Centers in the Philippines

Methods

• Case study of 5 call centers

• Purposively selected employees from one (1) company– Questionnaire to collect data about personal

circumstances, occupational profile, medical and psychosocial conditions

– Company profile• Data will be collected regarding the organization in

terms of size, tasks, type of clients, work organization, working hours, etc. Information on incentive system will also be gathered.

Results

• 5 call centers• Varying tasks of operators

– 1 call center with only interactive computer task (internet online communication)

– 4 call centers both voice and computer

Results

A B C D E

Year Established

1998 2002 2000 1999 1999

Task Intensive interactive computer work (chatting)

Voice and computer

Voice and computer

Voice and computer

Voice and computer

Nature of business

Customer assistance

Telemarketing, outbound

Telemarketing (outbound) and customer care services (inbound)

Telemarketing, mostly outbound

Telemarketing, inbound

Gender Equal proportion of male and female

Equal proportion of male and female

70% female 80% female 75% female

Age of operators

20 - 25 20 - 20 - 35 20 - 25 20 - 25

Results

Hazards Identified

A B C D E

Working Posture

Rapid and repetitive keying, prolonged sitting,

static exertions of neck, torso, elbow

freedom of movement (sit, stand, walk about)

Prolonged sitting, twisting of upper body and neck to view monitor

Prolonged sitting, twisting of upper body and neck to view monitor

Prolonged sitting, twisting of upper body and neck to view monitor

Results

PARAMETERS Frequency of Extreme Posture Observed

Eye position 39 agents with upward gaze

Upper arm position Raised upper arms and elevated shoulders in 43 agents

Lower arm position Elbow flexed in 28 agents

Wrist/Hand position Wrist flexed in 4 agentsWrist extended in 38 agents

Neck position Extremely flexed in 5 agentsErect position in 50 agents

Trunk position 38 agents leaning forward

Working Posture of Call Center Agents Company E (n=55)

Eye symptoms With symptom/s in the last 7 days

With symptom/s in the last 6

months

Smarting 22 (29%) 35 (47%)

Gritty 4 (5%) 8 (11%)

Itchiness 13 (17%) 24 (32%)

Eye pain 15 (20%) 25 (33%)

Redness 16 (21%) 29 (39%)

Tearing 10 (13%) 21 (28%)

Dryness 9 (12%) 15 (20%)

Sensitivity to light 15 (20%) 31 (41%)

Frequency of eye symptoms among call center agents (n=73)

Frequency of musculoskeletal symptoms among call center agents (n=72)

Musculoskeletal symptoms

With symptom/s in the last 7 days

With symptom/s in the last 6 months

Neck 4 (6%) 36 (50%)

Shoulder 2 (2%) 22 (30%)

Elbow - 2 (2%)

Wrist - 10 (14%)

Upper back 4 (5%) 41 (57%)

Low back 3 (4%) 33 (46%)

Hips or thigh 1 (1%) 11 (15%)

Knee - 5 (7%)

Ankle or feet - 7 (10%)

Frequency of hearing and voice disorders among call center agents (n=73)

Hearing and Voice disorders With symptom/s in the last 7 days

With symptom/s in the last 6 months

Ear pain - 12 (16%)

Ringing in the ear - 9 (12%)

Need to raise voice when talking

1 (1%) 15 (20%)

Hoarseness 1 (1%) 35 (48%)

Tiredness or weakness of voice 3 (4%) 53 (73%)

Exerting more effort to talk 2 (2%) 37 (51%)

Cracking of voice 3 (4%) 30 (40%)

Choking sensation 2 (2%) 20 (27%)

Burning sensation in throat - 17 (23%)

Dry throat 1 (1%) 52 (71%)

Complete loss of voice 1 (1%) 4 (5%)

Lesson 6.

Proactive measures are better than reactive

efforts

Work Elements and associated Risk factors of voice disorders

Work Environment

Job Design/ Organization

Individual/Psychosocial

Factors

a. High intensity of background noise

b. Poor room acoustic

c. Low temperature and humidity

d. Poor workplace air causing irritation

a. Prolonged heavy use of voice

b. Fast paced work brought about by automated call routing or dialing system

c. Repetitive reading from long scripts

d. Lack of or inadequate breaks

a. Habit of speaking loudly

b. Smokingc. Frequent intake

of caffeinated beverages

d. Infrequent hydration

e. Infections involving the throat

f. Intake of throat drying medications

Work Elements and associated Risk factors of

hearing disordersWork

EnvironmentJob Design/ Organizatio

n

Individual/Psychosocial

Factors

a. High intensity background noise

b. Noise from headsets

c. Poor room acoustic

a. Long duration of work

b. Infrequent breaks

c. Inadequate number of headsets

a. Poor hygieneb. Lack of

training on proper maintenance of headsets

Work Elements and associated Risk factors of visual fatigue

Visual Display

Work Environment

Work Positio

n

Job Design/ Organizatio

n

Individual/Psychosocia

l Factors

poor image quality, flicker, character size (too small or too big)

a. poor illumination, excessive contrast in visual field, glare, reflections

b. high vertical position of the display which may lead to dryness

c. inappropriate viewing distance between worker and screen, keyboard, document

d. dry air (relative humidity <40%)

e. air movement >0.5 m/sec

upward gaze direction

a. long duration of work , esp. if without breaks

b. high degree of concentration required

c. fast pace of work

d. repetitive and invariable task

a. uncorrected visual deficiencies

b. inadequate training on VDT operation

Work Elements and associated Risk factors of work-related musculoskeletal

disorderPhysical

Work Environme

nt

Workstation Design

Work Posture

Job Design/

Organization

Individual/Psychosocial

Factors

Contributing to improper posture

a. inadequate lighting

b. presence of glare and reflections on the screen

a. chair without proper lumbar support

b. not height adjustable chair and keyboard

c. too high or too low position of monitor or keyboard

d. inadequate workspace

a. static posture

b. repetitive keying or mouse manipulation

c. non-neutral posture

(head or body twisted to one side; wrist flexed or extended; elevated shoulders)

a. long duration of work , esp. if without breaks

b. high degree of concentration required

c. fast pace of work

d. invariable, repetitive task

e. high performance quotas

a. uncorrected visual deficiencies

b. inadequate training on computer operation

c. lack of job control

d. low job satisfaction

Health, Safety and Social Issues

Risk Factors Associated with Night Work

Sleep disorders Continued poor quality sleep

Gastrointestinal disorders

a. Digestive function reduced at night.b. Intake of coffee and other drinks containing caffeinec. Increased incidence of smoking to keep awake at nightd. No access to proper meals at night because canteens are closed at

nighte. irregular meal times and snack

Errors and Accidents a. Decreased alertness corresponding to trough of circadian rhythmb. Sleep debtc. Cumulative fatigue

Substance abuse a. Alcohol used to overcome fatigue and sleep debt b. Amphetamines and caffeine used to keep awake at night

Physical attack Walking very late at night or very early in the morning because public transport may not be available at these times

Disruption in the pattern of social practices

a. Exclusion from events and activities involving the family, friends or community

b. Lack of contact with partners, children and friendsc. Inability to pursue education, sports etc.

Implications of the Study

• Knowledge gained to be used to improve working conditions– In existing and prospective new call centers– Address the OSH problems at an early stage

• Policy/Program Implications– needs of women, mothers, young workers– policies concerning work shifts, esp. prolonged

night work– adequate, on-site medical and health

promotion facilities

Implications of the Study

• Recognition of complex nature of safety and health issues in call centers– Interaction of psychosocial factors with other work

factors – Unique work organization because of electronic

monitoring– High performance standards– Issues on job security

• Compensation implications– Recognition of problems of workers in call centers

• Associated with air quality, ambient noise, noise from headset, human-computer interaction, shift work, etc.

Approach in EnsuringWell-Being of Workers

• Looking at regulatory requirements

• Relevant laws, standards, issuances and guidelines– Enforcement– Implementation– Inspection– Evaluation

• Looking at developmental strategies

• Information• Education• Training• Campaigns• Good practices• Successful cases• Competitions• Demonstrations• Interventions

Participatory approach

Participation and involvement from stakeholders

• Coordinated intervention

• Learning from

– specifications/guidelines,

– scientific data

– best practice

Prevention of disease/injury

Promotion of good health and

safety

Improvement of safety and

health

HEALTHY, SAFE, COMFORTABLE PRODUCTIVITY

“The Link”

Lesson 7.

Prepare yourself