Building a Proactive Approach to Frontline Worker Safety

It's hard to attract and retain a frontline workforce when incidents of customer aggression dominate news headlines nationwide.

Data from our latest survey of 2,000+ Australian and New Zealand employees revealed that 75% of frontline workers experience customer aggression, and 55% of employees receive no post-incident support. At Sonder, we also recorded a 114% increase in critical incidents year-on-year, from 2022 - 2023.

In response to the growing problem, governments are taking action, enforcing stricter laws and harsher penalties to protect workers.

The impact of aggression and safety incidents goes far beyond the initial event. It creates a ripple effect, damaging employee wellbeing and your organisation's bottom line. High levels of stress and anxiety can lead to absenteeism, decreased productivity, and ultimately, staff turnover.

While predicting or preventing every incident might be impossible, taking a proactive approach to employee wellbeing can significantly reduce the risk of psychosocial harm - and the flow on impacts to your business. Here's how:

1. Anticipation: Work to create a psychosocially safe environment and build trust with employees. Arm them with resources and provide wellbeing tools that provide value. If they know where they can seek support, they’re more likely to reach out during a crisis, or in the aftermath of an incident.
2. Response: When an incident occurs, ensure employees have access to the level of support they need. This can look different for everyone, from to self-help resources, to de-escalation techniques or in-person psychological first aid. A measured and appropriate response helps to minimise the impact of an incident, and ensure those impacted can feel supported to recover and return to their normal routine.
3. Recovery: Provide mental health, wellbeing and grief support to ensure efficient recovery and long-term wellbeing.

By addressing challenges early and offering comprehensive support in the event of a critical incident, organisations can reap a multitude of benefits including:

1. Reduced absenteeism:?Employees who feel unsafe, unsupported, or who are dealing with after-effects of a crisis are less likely to show up for work. Absenteeism disrupts workflows, decreases productivity, and can place strains on remaining staff.?
2. Reduced turnover: Employees who feel empowered and safe are more likely to stay, reducing disruptions and costs associated with a revolving door of new staff.?
3. Enhanced engagement and productivity: When employees feel safe and supported, they're more likely to be engaged and productive. This translates into a more positive work environment and ultimately, a stronger bottom line.

Frontline work is demanding. By prioritising employee wellbeing, you're not just doing the right thing by your people, you're also investing in the future of your organisation.?

To understand how you can support your workforce through increasing safety threats, join our product expert, Conor Brockelsby , for an interactive demo guiding you through Sonder’s safety solutions.

?? Join us on Tuesday July 16th at 12pm AEST?

If you are unable to attend, register and the recording will be shared after the session.?