Respect and Protect
Serco has a new zero tolerance policy towards aggressive and abusive behaviour directed at customer-facing employees on environmental services contracts in the UK.
Building on a successful pilot involving Sandwell Council, trade unions and police in the West Midlands, the ‘Respect and Protect’ campaign aims to lower the number of incidents reported by Serco staff from 350 in 2018.
Under a Charter of Protection between Serco and its clients, parties agree to foster better awareness and increase understanding of violence, aggression and abuse at work, and to provide a framework of response to identify, prevent and manage any incidents appropriately.
Speaking at the campaign’s launch event in West London, Liz Yates, Operations Director for Serco Citizen Services, said:
“It is completely unacceptable that our people should be subjected to violence, aggression and abuse at work.
“Serco, our customers and unions have a common shared interest in preventing threats and acts of violence. Serco’s ‘Respect and Protect’ campaign is being launched in a joint approach to ensuring that the risks of encountering violence and aggressive behaviour at work are assessed, prevented, and if encountered, addressed appropriately.
“We will not hesitate to report incidents to the police and support prosecutions. We will work with our partners and enforcement agencies to support our employees; they deserve to be respected and protected and we must collectively do all we can to ensure that everyone goes home safely.”