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A guide to lone worker services in the hospitality sector

www.bsia.co.uk

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What is a lone worker?More than six million people in the UK work either in isolation or without the safety net provided by direct supervision, often in places or circumstances that put them at potential risk. A wide variety of organisations and industry sectors employ people whose jobs require them to work or operate alone, either regularly or occasionally.

Almost by definition, lone working can be both intimidating and at times dangerous, so the protection of lone workers involves a twofold approach; not only to provide safeguards but also to offer reassurance to the people involved.

In the hospitality sector, lone workers often include front-of-house hotel staff, pub and nightclub employees and motorway services personnel, all of whom are often required to work late at night. However, the hospitality sector is wide-ranging and employees in many other job roles can also benefit from lone worker protection.

Lone workers in the hospitality sectorJob roles within the hospitality sector are extremely varied and wide-ranging, meaning that the nature of risk faced by employees can differ greatly.

According to members of the Lone Worker section of the British Security Industry Association, the group facing the highest levels of risk within this sector are hotel employees. Also at risk are those working within pubs and bars, where there is a significant demand for lone worker protection.

According to a survey of the BSIA’s Lone Worker Section, the biggest risk facing lone workers in the hospitality sector is physical violence or assault, while verbal threats are equally likely.

Of course, there are many more risks faced by individuals working late at night, as Will Murray, Marketing Director of BSIA member company, Skyguard, explains: “One sub-sector of the hospitality industry is motorway services, which typically require lone workers to work late at night, leaving them particularly vulnerable to physical and verbal assaults as well as theft and even armed robberies. Providing these employees with a means to call for help should anything untoward happen is a core benefit of a lone worker device.”

Why is a lone worker policy necessary? As in any other UK industry that employs lone workers, hospitality companies have a legal duty of care to their employees, which can result in heavy fines and even imprisonment for directors and managers found negligent. However, can employers really argue in court that they have taken adequate protection measures for their staff, when the security technologies they use often only safeguard the company’s buildings or property?

Taking care of employees is a key driver of purchasing decisions in the hospitality sector, according to members of the BSIA’s Lone Worker Section, with changes to the way in which police respond to emergency calls also causing hospitality companies to sit up and take notice of the issue of lone worker protection. Providing employees with peace of mind in order to also maintain employee morale and motivation is also generating increased interest in lone worker protection from hospitality companies.

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“The hospitality industry has developed an increased awareness of their duty of care to staff and the legislation surrounding this, combined with a better understanding of the lone worker protection solutions available on the market,” adds Will Murray, Marketing Director at BSIA member company, Skyguard. “In our experience, this has led to more companies purchasing our services as there are clear benefits of choosing new technology over static panic alarms that have previously been used.”

It is for this reason that 100% of BSIA Lone Worker Section members are expecting demand from the hospitality sector to either remain steady or increase in the next twelve months.

How do lone worker protection solutions work?To address the important issues raised by the risk to employee safety, the security industry has worked with the police and end-users to develop a combination of practice, technology and standards capable of providing an effective – and cost-effective - solution to the risks. The development of technology and practice in the field has focused on encouraging and enabling lone workers to assess the risks they might be facing and provide them with the means both to summon aid in an emergency and collect information that can be used in evidence, if necessary.

This has led to the creation of lone worker devices equipped with mobile phone technology that connect employees quickly and discreetly with an emergency response system that has direct links to the police. A number of products are commercially available from BSIA member companies, ranging from applications on Smartphones to dedicated GPS/GSM Lone Worker devices.

Lone worker products are connected to an Alarm Receiving Centre (ARC), which receives and manages the alarm call and can quickly request emergency services or other response if required. Sending a pre-activation message allows users to inform the ARC when they are entering an area with a potential risk – e.g. before walking across a dark car park. If the user then experiences a problem or encounters a situation that seems likely to escalate into something more serious then the lone worker device can be activated to summon help.

Activating the lone worker device automatically triggers a voice call to the ARC where operators monitor the audio channel in real time, enabling them to assess the situation and alert the police if the user needs help or protection. No further action is required by the user as the device effectively functions as an open microphone, This procedure allows the police to optimise their response to genuine emergencies by providing a ‘moving picture’ of the incident, including an increase or decrease in risk as it happens. The very knowledge that this is taking place is, of course, a major boost to the user’s confidence. The ARC captures an audio recording of the incident for future action such as police investigation of legal proceedings.

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The UK’s fastest growing budget hotel chain, Travelodge, has underlined its commitment to its staff by adopting a market leading lone worker security device, Identicom. Implemented to replace Travelodge’s existing hand held solution, BSIA lone worker section member Connexion2’s award-winning Identicom is supplied as part of a managed lone worker solution, complete with a host of support services.

The solution comprises of fixed and inclusive monthly billing, and includes the SIM card, all network usage*, a 24/7 audio-link facility to an Alarm Receiving Centre, device training, monthly reporting on usage and a dedicated Customer Support team.

Travelodge’s Head of Safety, Clare Shinton said: “There are occasions when staff members, working alone on reception, behind the bar or dealing with a customer’s query – perhaps in their room, feel they need additional support. Travelodge takes its duty of care very seriously and whilst our previous solution had been in place for a number of years, we wanted to explore other options to ensure our people feel protected and have the most appropriate and comprehensive support available”.

Travelodge is rolling out Identicom devices in over 500 hotels, which are being deployed across a mixture of the company’s existing and brand-new hotels.

Identicom looks like an ordinary identity badge but it allows a user who is feeling unsafe to request monitoring or assistance in line with a situation they are currently facing through the ability to discretely open a live audio channel to an Alarm Receiving Centre – this is called a ‘Red Alert’. During such an alert, dedicated staff at the

Alarm Receiving Centre can discretely monitor what is happening, capture the audio evidence, and make an assessment as to the level of support required – involving the police of necessary. All audio captured through the device is recorded for future use as admissible evidence in court if required.

“We are aware that Identicom functionality has achieved compliance in line with BS8484 and also has ‘Secured by Design’ accreditation (the UK Police flagship initiative) which means that it has undergone vigorous evaluation”, concluded Clare Shinton. “Our personnel find the device easy to use and it gives them confidence knowing that it could quickly raise the alarm if their safety is compromised. We are delighted with Identicom and the SoloProtect service provided by Connexion2”.

As the manufacturer of Identicom, Connexion2 supply solutions direct to market through the SoloProtect brand while supplying indirectly through a number of authorised reseller partners. Connexion2 is fully approved against BS8484 through audit and as such all solutions are guaranteed an escalation to Police level through a URN at a regional level where appropriate.

*Fair usage policy applies.

For more information about this solution visit SoloProtect’s website:

www.soloprotect.com

Lone worker services for hospitality in practice – case studies

Everyone able to ‘sleep tight’ as Travelodge improves staff safety with Identicom

Case study

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Hotel staff often work alone late into the night to continually provide their customers the best possible service and a relaxing, stress-free stay. However, there are risks involved. Some hotel guests can become abusive, aggressive and even violent. For hotel employees, this can be incredibly intimidating and potentially dangerous.

As a responsible employer Accor is always looking for solutions to this problem and this led them to Skyguard – providers of an unparalleled 24/7 emergency response service, perfectly suited to lone working individuals.

Accor is the World’s leading hotel operator and the number one hotel employer worldwide. With fifteen hotel brands names in their stable, Accor has over 4,200 hotels across 90 countries. With nearly 145,000 employees, the vast majority of whom have direct contact with customers, the Group’s Human Resources policy is of vital importance to Accor.

Accor started using Skyguard’s services in 2008 to protect their night porters, turn-down maids, receptionists and all other lone workers. In 2010, Accor upgraded to Skyguard’s most advanced personal safety device, the GEMshield, where they found that its ability to raise an alarm in an instant, enhanced performance in poor signal areas, two-way voice calling, and compact and discrete design was perfect for their needs.

The GEMshield device also features a ‘Man-down’ alarm which can be used to protect staff in the event of a slip, trip or fall, by automatically raising the alarm when the device senses a sudden impact.

Accor has long campaigned to improve safety and security in the hotel industry so the benefits of Skyguard’s service were immediately apparent.

The hotel Group’s HR department have seen a substantial increase in the morale and happiness of staff knowing there is always someone looking after them in an emergency. Accor don’t have to compromise on security or their duty of care when they use Skyguard.

For more information about this solution, please visit the Skyguard website:

www.skyguard.co.uk

Skyguard protects Accor employees and improves morale

Case study

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BS8484: why is it important? BS8484 is the basis on which Police respond to lone worker systems, so it’s important for employers within the hospitality sector to choose a supplier who works to these standards. A Police response cannot be guaranteed by a supplier who isn’t audited and compliant with BS8484.

The development of British Standard BS8484, a Code of Practice for the provision of Lone Worker Device Services, has been a key element of the security industry’s work to create such solutions. BS8484 is employed and adhered to by all credible suppliers in the industry and forms the basis for police response to lone worker systems.

Responsible employers will consider the health and safety of their lone workers as a top priority, and the use of BS8484 compliant lone worker devices/applications can help by connecting such employees with an emergency response system that has direct links to the Police.

Choosing a system – what to look forWhen sourcing lone worker solutions, the BSIA Lone Worker Section suggests that you look for systems that offer:

• Device or smartphone applications certified to BS8484• A supplier who can prove that they are audited and certified to BS8484 through audit• Monitored by an Alarm Receiving Centre certificated to BS8484 (Part 6) and BS5979 (Cat II)• Solutions that fit the lone working application and risk profile of your workforce

Smartphone software applications are also available as an alternative to using a dedicated device. While these are not always ideal for high risk lone workers, they are a viable option for some clients who do not want to carry additional hardware. Solutions offered by members of the BSIA’s Lone Worker Section are certified to BS8484 through audit - or are working towards certification in the next 12 months*.

Choosing your supplier from the BSIA’s Lone Worker Section ensures you peace of mind and quality of service.

Where can I go for further information? For more information on the work of the BSIA’s Lone Worker Section, visit its online homepage at www.bsia.co.uk/lone-workers

To find a lone worker solution provider in your area, visit www.bsia.co.uk/find-a-security-company

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About the BSIAThe BSIA is the trade association for the professional security industry in the UK. Its members provide over 70% of UK security products and services and adhere to strict quality standards.

BSIA members are at the cutting edge of standards development in the UK and Europe. Each year the BSIA develops a number of its own codes of practice, which often go forward to be developed into British Standards. Customers can be confident that the products and services of BSIA members reflect the latest industry standards.

The BSIA would like to thank its members for their contribution to the content of this guide.

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