Appendix D: Case studies

The control measures PCBUs choose must suit the organisational and worker needs, and effectively control the risks to the highest level that is reasonably practicable. The tables below outline five scenarios with common psychosocial hazards and risks, example controls and approaches to maintain, monitor, review and achieve continual improvement of the risk management approach.

<table cellspacing="0" cellpadding="0" style="width:780.4pt; border:0.75pt solid #000000; border-collapse:collapse"><tbody><tr style="height:20.45pt"><td colspan="4" style="width:768.85pt; border-bottom:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:middle; background-color:#366091"><p style="font-size:12pt"><span style="font-weight:bold; color:#ffffff">Scenario One: Construction Company</span></p></td></tr><tr style="height:20.7pt"><td style="width:159.3pt; border-top:0.75pt solid #000000; border-right:0.75pt solid #000000; border-bottom:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:middle; background-color:#dbe5f1"><p style="font-size:10pt"><span style="font-weight:bold">Scenario context and work context</span></p></td><td style="width:145.15pt; border:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:middle; background-color:#dbe5f1"><p style="font-size:10pt"><span style="font-weight:bold">Psychosocial hazards and risks</span></p></td><td style="width:272.7pt; border:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:middle; background-color:#dbe5f1"><p style="font-size:10pt"><span style="font-weight:bold">Psychosocial controls</span></p></td><td style="width:159.3pt; border-top:0.75pt solid #000000; border-left:0.75pt solid #000000; border-bottom:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:middle; background-color:#dbe5f1"><p style="font-size:10pt"><span style="font-weight:bold">Review and improve</span></p></td></tr><tr><td style="width:159.3pt; border-top:0.75pt solid #000000; border-right:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:top; background-color:#f2f2f2"><p style="font-size:9pt"><span>A construction company is currently managing several projects; some are not on schedule, and there is a backlog of work.</span></p><p style="font-size:9pt"><span></span></p><p style="font-size:9pt"><span>Site supervisors are responsible for the workers, contractors, subcontractors and apprentices at each work site. The site supervisor is also responsible for ensuring supplies and equipment are delivered to each site.</span></p><p style="font-size:9pt"><span></span></p><p style="font-size:9pt"><span>An electrical contractor is engaged to provide subcontractors at each of the sites. At one particular site that is running behind schedule, the site supervisor becomes aware that one of the contractor’s electricians has been verbally aggressive with a first-year apprentice. Upon discussion with the apprentice, the site supervisor learns that this behaviour has been occurring on a regular basis for the past two months. The site supervisor tells the apprentice that this is how the industry is, that he does not have time to deal with this and that he needs to toughen up and get on with his work.</span></p><p style="font-size:9pt"><span></span></p><p style="font-size:9pt"><span>The apprentice just wants to learn but makes regular mistakes and is afraid to ask for help. He wants the verbal aggression and bullying to stop but is afraid to speak up in case this impacts his apprenticeship.</span></p></td><td style="width:145.15pt; border-top:0.75pt solid #000000; border-right:0.75pt solid #000000; border-left:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:top; background-color:#eeece1"><p style="font-size:9pt"><span style="font-weight:bold">Poor support</span><span> – both emotional and practical – from the supervisor:</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>The site supervisor does not acknowledge the apprentice’s concerns or make the time to manage the training of apprentices.</span></p><p style="font-size:9pt"><span></span></p><p style="font-size:9pt"><span style="font-weight:bold">Work-related violence and aggression, bullying</span><span> and </span><span style="font-weight:bold">poor workplace relationships:</span><span></span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Verbal aggression and bullying by the electrician, could escalate to physical aggression if not stopped. This behaviour is having a negative impact on the apprentice’s ability to focus on his work. This is also stopping him from asking for help when he needs it.</span></p><p style="font-size:9pt"><span></span></p><p style="font-size:9pt"><span style="font-weight:bold">High work demands</span><span> (role overload):</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Due to the project running behind schedule, the site supervisor, contractor, subcontractors and workers experience a high workload with competing deadlines.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>The work is physically demanding, challenging and tiring.</span></p></td><td style="width:272.7pt; border-top:0.75pt solid #000000; border-right:0.75pt solid #000000; border-left:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:top; background-color:#f2f2f2"><p style="font-size:9pt"><span>The construction company owner (PCBU) has a duty to managing psychosocial hazards at the workplace. After consulting the site supervisor, contractors, subcontractors and workers, the PCBU takes the following steps to </span><span style="font-weight:bold">address poor support, work-related violence and aggression,</span><span> </span><span style="font-weight:bold">bullying</span><span>, </span><span style="font-weight:bold">poor workplace relationships</span><span> and </span><span style="font-weight:bold">role overload</span><span>:</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Meets with the electrical contractor, site supervisor and others to develop behaviour standards for all their workers when undertaking work at the same sites and processes for addressing safety concerns, including violence and aggression and bullying.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Informs workers that aggressive and bullying behaviour can be reported to him directly.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Speaks with the apprentice to check on his wellbeing and provide information about psychological support services.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Reviews the supervision and support of apprentices.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Decides to reduce the demands on the site supervisor by providing assistance with managing contracts and tenders.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Engages additional subcontractors and workers to assist in getting the works back on schedule and reducing excessive workloads.</span></p><p style="font-size:9pt"><span></span></p><p style="font-size:9pt"><span>The site supervisor, to improve</span><span style="font-weight:bold"> support</span><span> and </span><span style="font-weight:bold">job control</span><span>:</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Starts daily toolbox talks with all workers, including subcontractors and apprentices, to provide relevant information and instructions.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Sets time aside each week to understand the first-year apprentice’s learning requirements, assess his progress, develop learning goals, tasks the apprentice with responsibility for some tasks he should be competent to do, and allocates a third-year apprentice to buddy the first-year apprentice to support him on various tasks.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><a id="_Hlk167261995"><span>Sets some time once a week to meet with all apprentices to discuss any issues or concerns and check in with their progress.</span></a></p></td><td style="width:159.3pt; border-top:0.75pt solid #000000; border-left:0.75pt solid #000000; padding-right:5.03pt; padding-left:5.03pt; vertical-align:top; background-color:#eeece1"><p style="font-size:9pt"><span>After consulting with the site supervisor, the PCBU:</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Requires staff to periodically complete the People at Work psychosocial risk assessment survey to identify and assess risks and adequacy of controls.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Implements ‘look and listen safety walks’ multiple times each build.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Integrates support and mentoring of apprentices into their systems.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Checks in with the apprentice to verify that the verbally aggressive and bullying behaviour has stopped.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Arranges training for supervisors of apprentices, particularly on managing young and inexperienced workers.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Arranges regular reviews of work-related behaviour grievances and training to be included in the organisation’s WHS systems.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Creates (with workers) a safety culture charter displayed prominently in project offices, around the site etc.</span></p><p class="ListParagraph" style="margin-left:18pt; text-indent:-18pt; widows:2; orphans:2; font-size:9pt"><span><span style="font-family:Calibri, sans-serif">•</span></span><span style="width:13.52pt; font:7pt 'Times New Roman'; display:inline-block"> </span><span>Sets up a confidential complaint reporting system to enable workers to raise issues confidentially and/or anonymously.</span></p></td></tr></tbody></table>