Client Violence at Work: Why an EAP Is Not Enough

Is an EAP Enough to Prevent Client Violence?

No. An employee assistance program (EAP) can provide support, but it does not replace risk assessment, preventive measures, appropriate information, training and supervision. Organizations also need to check that their measures are being applied and effectively protect exposed workers.

A recent decision illustrates the distinction. Reminding employees about a support resource does not, on its own, address gaps in preparation or the management of an ongoing risk.

What the Decision Reminds Employers to Consider

In the case examined, employees experienced physical and psychological violence while doing their work. The employer had several measures in place. Nevertheless, the Tribunal found shortcomings in risk assessment, appropriate information and training, and protection of exposed workers.

The Tribunal also found the reminder about the EAP insufficient in those circumstances and ordered corrective measures. The issues extended beyond having a policy or a support resource available.

The management lesson is to examine what your measures actually change in day-to-day work. Does a procedure help staff prepare for a difficult situation, obtain assistance and respond safely? How do you check that it works?

The findings depend on the facts examined. They do not automatically make every measure discussed in the decision mandatory in every organization.

What Quebec’s Legal Framework Provides

Quebec’s Act respecting occupational health and safety sets out responsibilities concerning risk identification and control, appropriate information, training, practical instruction and supervision, and protection of workers exposed to physical or psychological violence.

An incident does not, by itself, establish a breach of an employer’s duties. The circumstances and measures taken need to be examined. However, when events recur and measures remain ineffective, the approach needs to be reassessed.

The legal references and the decision discussed are listed in the sources at the end of this article.

Five Practices to Review in Your Organization

Does Your Prevention Procedure Reflect the Work Your Team Does?

Do your managers know who should assess a report, choose protective measures and check that they work?

Exact HR can help you review your practices, clarify responsibilities and structure a workplace violence prevention procedure, based on your circumstances and the agreed scope of work.

Six Checks Before the Next Higher-Risk Interaction

The following are practical recommendations from Exact HR. They can help you prepare your approach; they do not replace a specialized assessment when one is needed.

1. Describe the Situations and Risk Factors

Identify the tasks, locations and times when employees are exposed. Review reported events, near misses and staff observations. An absence of reports does not, on its own, establish an absence of risk.

Question to ask: “In what circumstances could someone face violent behaviour without support?”

Useful record: a risk assessment documenting observed behaviours, conditions of exposure and existing measures, with a person assigned to review it.

2. Check What Information Is Available Beforehand

A general description such as “difficult situation” may not provide enough guidance. Specify the relevant behaviours, applicable instructions and how to obtain help. Ensure the people concerned, including staff covering for a colleague, receive the information they need.

Question to ask: “What does this person need to know before starting so they can apply the planned measures?”

Useful record: current operational instructions available to authorized recipients and limited to necessary information. Prevention does not authorize general circulation of medical files or personal information.

3. Organize Protection and Escalation Procedures

Consider opportunities to adjust work organization, the physical setting, communications and access to support. Depending on the risk, it may be appropriate to assess working in pairs, an alert system, a safer location or different arrangements for delivering the service.

Question to ask: “Who responds if the situation escalates, and what should employees do while waiting?”

Useful record: a procedure setting out roles, communication methods and instructions for reaching safety, checked under actual working conditions. Decisions affecting services to users must take the applicable framework into account.

4. Check Skills as Well as Training Attendance

Training needs to match the risks and employees’ duties. Use suitable scenarios to check understanding of instructions, requests for help and the limits of the employee’s role. Provide the practical training and supervision required.

Question to ask: “After training, does this person know what to do in the situations they may actually encounter?”

Useful record: identified needs, completed training and adjustments observed during practice. A signed attendance sheet does not, on its own, demonstrate that someone has mastered the skills.

5. Prepare the Response After an Incident

Plan how to make the situation safe, receive the report, provide appropriate support and reassess conditions before a similar interaction occurs. An EAP can be part of that response. Other resources or adjustments may be needed.

Question to ask: “Who follows up with the exposed employee, and who decides on protective measures before a similar situation resumes?”

Useful record: assigned and dated follow-up that distinguishes support for the person from the review of corrective measures. A post-incident discussion should help clarify the work and prevent recurrence. It should not require someone to recount the event in detail in front of a group or replace clinical support.

6. Measure the Effects and Review the Measures

Choose a few useful indicators: recurring situations, time taken to address reports, application of instructions and completion of corrective actions. Ask exposed workers about difficulties that remain.

Question to ask: “Since we took action, what has changed in working conditions and exposure to danger?”

Useful record: a brief action-plan review identifying what has been corrected, what still needs attention and the next check. An increase in reports may reflect improved reporting; interpret the numbers in context.

Need Training and Practical Guidance for Your Managers?

Managers need to recognize higher-risk situations, receive reports and coordinate follow-up so that exposed employees are supported.

Exact HR can help identify training needs and equip your managers to organize prevention and follow-up. Specialized technical training needs should also be assessed according to the tasks and risks involved.

The Manager’s Role: Keep Violence From Becoming Normal

In settings where service depends on relationships and empathy, teams may minimize difficult behaviour, worry about letting a vulnerable person down or believe that violence is “part of the job.”

Managers need to make reporting possible, examine the facts and follow through. A useful message to repeat is: “Report situations that put your safety at risk. We will review the measures needed and explain the next steps.”

Client violence can also be addressed through your approach to psychosocial risks at work. To structure prevention measures and follow-up, explore occupational health and safety support.

Disclaimer - General Information, Not Legal Advice

This article is provided for information and awareness. It does not constitute legal advice and does not replace a consultation with a lawyer or another appropriately qualified professional, depending on the issue. Reading this content does not create a lawyer-client relationship.

The findings in the decision discussed depend on its facts, the evidence and the applicable framework. They should not be applied automatically to another organization. Exact HR’s suggestions are practical recommendations; they are neither a guarantee of compliance nor a determination of an employer’s liability.

If there is an immediate danger, apply the appropriate emergency measures and contact emergency services where necessary. A consultation request is not a substitute for an urgent response.