CTI_SITXWHS004_Learner Guide VI.2020 1
SITXWHS004 ESTABLISH AND
MAINTAIN A WORK HEALTH AND
SAFETY SYSTEM
LEARNER GUIDE
CTI_SITXWHS004_Learner Guide VI.2020 2
1. INTRODUCTION
The Tourism, Hospitality and Events (TH&E) industry may not seem, at first glance, to be a
particularly dangerous one. However, there are definite risks associated with the industry.
A TH&E Manager must ensure that the workplace they are in charge of is a safe and
healthy one. In reality the injury figures in the TH&E industry are quite high. This should
not be surprising considering that people work with knives, explosive gases and wet areas
that can become very slippery.
Establishing an effective WHS system is not only a legal requirement for ensuring safety, it
is also makes economical sense. Consider the financial costs involved with an injury: time
off for the injured party, productive time lost, replacement training or overtime costs,
increased insurance premiums, replacement costs and possible legal costs.
Nobody wants to be responsible for injuring or, at worst, causing someone’s death. WHS is
one facet of your business that you cannot afford to cut corners on.
1A. WHY IS WHS IMPORTANT?
The primary reason for WHS legislation is to make every workplace a safe and healthy one.
WHS legislation is extensive, continually changing and job-specific. This reflects the
importance that society puts on safety at work. After all, when we spend the majority of
our waking life at work, we don’t want to be at risk of injury, illness or death!
Consider the changes in WHS over time. A few hundred years ago, young children were
working in the mines, in cotton mills and in other dangerous occupations. Injury and
deaths were commonplace, but were considered as part of the job. Now, builders are
required to wear safety harnesses, signage is everywhere, each company has clearly
defined WHS policies and work safety is heavily advertised.
Even so, in the current work safety climate, accidents, injuries and deaths do still occur at
work. WHS legislation is designed to minimise the risks involved, but can never stop
accidents completely. A business has a duty of care over its employees and guests to
provide as safe a workplace as is possible. Risks can never be completely eliminated, for
example travelling salespeople will still have car accidents, regardless of the measures
that are put in place. It is your responsibility to create a workplace environment that is
focussed on safety and has the appropriate policies and procedures in place.
1B. ACCESS WHS LEGISLATION
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Safe Work Australia was created to develop and implement a consistent set of WHS laws,
regulations and codes of practice throughout Australia. Previously, each state had their
own set of laws, regulations and codes of practice.
The new Federal Work Health and Safety Act was passed in 2011 and all states except
Victoria and WA have now implemented their own Work Health and Safety Act and Work
Health and Safety Regulations, based on the Model Act.
Visit www.safeworkaustralia.gov.au/sites/swa/model-whs-laws/model-whsact/pages/model-whs-act for more information about the new WHS framework.
The following websites provide further WHS information relevant to your area:

The federal WHS Act requires all employers to ensure, so far as is reasonably practicable,
the health and safety of:
• workers engaged, or caused to be engaged by the person, and
• workers whose activities in carrying out the work are influenced or directed by the
person, while workers are at work in the business or undertaking.
This primary duty of care requires duty holders to ensure health and safety, so far as is
reasonably practicable, by eliminating risks to health and safety. If this is not reasonably
practicable, risks must be minimised so far as is reasonably practicable.
While at work, workers must take reasonable care for their own health and safety and that
of others who may be affected by their actions or omissions. They must also:
• comply, so far as they are reasonably able, with any reasonable instruction given
by the Person Conducting a Business or Undertaking (PCBU – this is a term used to
describe any individuals, businesses or organisations conducting business) to allow
the PCBU to comply with WHS laws, and
• cooperate with any reasonable policy or procedure of the PCBU relating to health
or safety at the workplace that has been notified to workers.
The Acts describe the general requirements for ensuring a safe and healthy workplace.
They also impose responsibilities on both individuals and the businesses they work for. The
Acts require employers to consult with their employees on matters that affect their
health, safety and general welfare. The Acts allow this to be done via a WHS committee, a
WHS representative, or another method that has been agreed by the employer and
employees.
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On top of the Acts are Regulations, which further specify and apply particular aspects of
the Acts. The aim of Regulations is to establish best practices by:
• Having clear objectives and focussing on fixing identified problems
• Minimising the amount of governmental involvement
• Clearly stating criteria for assessment of applications for approvals, permits and
licences
• Establishing timeframes for the assessment process
• Using easy-to-understand wording
• Having a high rate of voluntary compliance
• Being subject to regular review
• Maximising benefits and minimising costs
• Using commercial incentives, not command and control rules
CODES OF PRACTICE
WorkCover also provides Codes of
Practice, which are industry-approved
guidelines for achieving the required
standards of WHS Acts and Regulations.
Codes of Practice should be followed,
unless there is another course of action
that results in better workplace health
and safety. Codes of Practice are not
legally binding, however if they are not
followed, then there is a greater
likelihood of the Acts and Regulations
being breached.
As an example of the responsibilities set out under WHS legislation, here is an excerpt
from the NSW Work Health and Safety Consultation, Co-Operation and Co-Ordination Code
of Practice 2011:
A person conducting a business or undertaking must consult with workers when:
• identifying hazards and assessing risks arising from the work carried out or to be
carried out
• making decisions about ways to eliminate or minimise those risks
• making decisions about the adequacy of facilities for the welfare of workers
• proposing changes that may affect the health or safety of your workers, and
• making decisions about procedures for consulting with workers; resolving health or
safety issues; monitoring health of your workers; monitoring the conditions at the
workplace and providing information and training for your workers.
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Consultation requires that:
• relevant work health and safety information is shared with workers.
• workers are given a reasonable opportunity to express their views and to raise
health or safety issues.
• workers are given a reasonable opportunity to contribute to the decision-making
process relating to the health and safety matter.
• the views of workers are taken into account, and
• workers are advised of the outcome of any consultation in a timely manner.
Also refer to the website www.business.gov.au, which provides basic hazards and risk
control measures for the TH&E industry.
As with all legislation, the language and terminology used can be quite confusing. In case
of any accidents, the Manager carries responsibility, so you must be sure of the level of
responsibility that comes with our position. You must train yourself in the understanding
of these complex documents as well as engage expert advice that will clarify the relevant
documentation for you.
1C. OFFENCES AND PENALTIES
Severe penalties exist to punish those who do not meet their obligations under the WHS
Acts. Individuals and PCBUs can both be fined for their conduct, or lack of action.
Offences are classified according to their severity and penalties are implemented in line
with the severity. The following table summarises the types of offences and the associated
penalties.
There are other penalties associated with not performing the many duties outlined under
the Act. For individuals the penalties generally range from $2,000 up to $20,000.
Type of Offence: Reckless conduct
Maximum individual penalty: $300,000 or 5 years imprisonment or both
Maximum PCBU penalty: $600,000- or 5-years imprisonment or both
Type of Offence: Failure to comply with health and safety duty which exposes an
individual to a risk of death or serious injury or illness
Maximum individual penalty: $150,000
Maximum PCBU penalty: $300,000
Type of Offence: Failure to comply with health and safety duty
Maximum individual penalty: $50,000
Maximum PCBU penalty: $100,000
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1D. DEVELOP A WHS MANAGEMENT SYSTEM
Supervising a WHS system involves using
existing policies and procedures to
ensure a safe and healthy workplace.
Managing WHS is more complicated, as
it is necessary to be able to develop a
WHS system, implement it and then
assess its strengths and weaknesses. In
small businesses, it is usually the role of
the owner or a senior Manager to
conduct most of the WHS requirements,
from hazard identification to
redesigning the WHS protocols.
You will need to be able to understand WHS policies and procedures, communicate them,
implement them and monitor their effectiveness. They must contain arrangements for
every likely eventuality and emergency. The appropriate steps to follow and who should
do them must be determined and displayed. Training of staff needs to be planned and
incorporated into the WHS system. You must ensure compliance with the law and impose a
cycle of continuous improvement of workplace practices.
WHS POLICIES AND PROCEDURES
The policies and procedures of an
organisation are the guidelines that staff
and Management must abide by to
ensure safe and healthy workplace. A
policy is a statement of intent that
indicates the desired outcome and
should contain the objective, strategy
and responsibilities. Each policy will
have corresponding procedures that
indicate the steps necessary for
reaching the policy objective. For
example, every business should have a
WHS policy that aims to ensure a safe workplace, but the procedures in place for
achieving that aim will vary from business to business.
Conduct an internet search for “Workplace Health and Safety Policy” and view some
examples of companies’ policies.
The policies and procedures of an organisation are the guidelines that staff and
Management must abide by to ensure safe and healthy workplace. A policy is a statement
of intent that indicates the desired outcome and should contain the objective, strategy
and responsibilities. Each policy will have corresponding procedures that indicate the
steps necessary for reaching the policy objective. For example, every business should have
a WHS policy that aims to ensure a safe workplace, but the procedures in place for
achieving that aim will vary from business to business.
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Conduct an internet search for “Workplace Health and Safety Policy” and view some
examples of companies’ policies. Think about what is considered in the development of
these policies.
When developing WHS policies and procedures, the following items need to be considered:
• Consultation of stakeholders, including employees and employers to ensure that all
WHS issues are addressed.
• Any potential emergencies that need to be addressed in the policies and
procedures and necessary evacuation procedures.
• Policies and procedures for the handling of any chemicals and hazardous substances
• Procedures for identifying and reporting hazards
• Processes for managing any incidents
• Reporting procedures for any incidents
• How risk control will be continuously monitored
• How employees and other personnel will be encouraged to participate in
management of WHS issues
• Responsibilities of all workers to ensure a safe working environment, including
accountability
• Processes for risk assessment
• Ensuring the safety of all work practices
• The safety and security of people and resources, including documents, equipment,
keys and finances.
ORGANISATIONAL APPROACH
We’ll look at each of these items in
further detail.
When the overall WHS policy is
developed, consideration should be
given the organisation’s approach to
WHS, including the following factors:
• The organisation’s values
• The organisation’s commitment and
responsibility
• Individual roles and responsibilities
• Acknowledgement
• Aims and objectives
• Strategies to achieve aims and objectives
• Communicating the policy
• Implementing the policy
• Monitoring, reviewing and evaluation procedures
Policies and procedures for individual processes or hazards can also be created. These
issue-specific policies can cover a wide range of issues, hazards and situations. Some of
the issue-specific policies that could be created for a TH&E business would cover:
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BULLYING AND HARASSMENT
Bullying and harassment is an important
aspect of a WHS system, especially in an
industry with a history of problems in
that area. Bullying is often done by
groups of people or individuals who hold
some type of power over others,
however it is not limited to these
situations. Bullying may be done by men
or women, managers, supervisors or coworkers. Bullying behaviour can be
obvious or subtle, verbal, physical or
psychological.
Under WHS legislation every worker has a right to a safe and healthy workplace. This
includes freedom from being harassed and bullied, due to the significant and severe
damage that bullying can do to individuals.
As a manager you must not take part in, ignore, encourage or condone any racist,
harassing or antisocial behaviour, however subtle you think it to be. Under WHS laws, it is
an employer’s duty to impose harsh penalties on people who carry out these types of
activities. Depending on the severity of the situation you could either be reprimanded
internally, have your employment terminated, or in serious cases, legal action may be
instigated.
For example, 3 employees and the owner of a Melbourne café were handed down heavy
fines in relation to the suicide of another employee as a result of systematic bullying and
harassment. The owner was found guilty of failing to provide a safe working environment
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and the employees were found guilty of failing to take reasonable care for the health and
safety of other persons.
STANDARD OPERATING PROCEDURES
Procedures should be developed for each task, based on the associated hazards and risks.
Procedures should be written out so that anyone can follow the correct processes, with a
minimum of instruction. For example, what would happen if the only person in the
business who knew how to do something went on holiday for a month? Would their tasks
stop getting done, or would somebody have to fill in for them? Having a set of clearly
written Standard Operating Procedures (SOPs) is a great help to anyone not overly familiar
with the task. SOPs do not replace the necessary training but they do provide an excellent
reference point.
An SOP should set out all the necessary steps for the safe operation of machinery or
conduct of the task. There are many tasks in a TH&E business that can benefit from the
application of an SOP. Each department or division of a business should have SOPs assigned
to them. You may not think that answering a phone would require SOPs, but most
establishments have clear processes e.g. Good morning, Hotel Futura, this is Anthony
speaking, how can I help you?
It becomes even more important when you consider the potential for damage to the
answerer’s mental health and welfare. If a caller becomes threatening or abusive, the
answerer will need to fall back on the training you have provided on how to handle such a
situation.
In the case of a threatening phone call or one that implies danger to customers and staff,
the answerer should follow these guidelines below.
1. Stay calm and concentrated.
2. Involve the caller in conversation to find out their name and concerns.
3. Use their name for the rest of the conversation as this may help to calm them
down.
4. Take notes for further reference.
5. Refer the call to a Manager and advise the Manager of the issues involved.
EXAMPLE WHS POLICIES AND PROCEDURES
The Manager will provide a level of
authority, assess the associated risk and
follow the enterprise guidelines. Quite
often this may mean immediate action
such as the evacuation of the hotel in
serious cases, or involving the police or
bomb squad. This is always a tricky
situation because the Manager has to
prevent panic, whilst also ensuring the
wellbeing of guests and staff.
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Not all processes are suitable for the development of SOPs. Those jobs or duties that can
be broken down into steps that can or do always stay the same are suitable for the
development of an SOP. Jobs that should have SOPs developed for them are those that
have:
• A history of incidents or accidents
• Potential for incidents or accidents
• A high level of skill required
• Adverse consequences if not done correctly
• New or inexperienced workers assigned to them
Take a look at these examples of WHS related policies and procedures.
• Bomb Threat Procedures Policy
• Fire Procedures Policy
• Manual Handling Policy
PROVIDE INFORMATION ON HEALTH, SAFETY AND SECURITY
Health and safety in the workplace is everyone’s concern and everyone’s responsibility. As
a Manager you must ensure that every single worker in your workplace is fully informed of
the relevant workplace health and safety information.
2A. COMMUNICATE WHS INFORMATION
As Manager it is your responsibility to
have knowledge on the relevant WHS
legislation and issues in your workplace.
You will be responsible for
communicating WHS information to your
employees, colleagues and superiors.
This includes those employees who do
not speak English, or who have other
difficulties with communication.
You will need to ensure effective
communication of WHS policies and
codes of practice. All forms of staff accessible WHS documentation should be kept in an
accessible location close to the area of operation. For example, many businesses position
an emergency procedure manual next to the phone. This provides easy access to the
appropriate procedures to follow in a time of emergency and includes the phone numbers
of the relevant contacts.
Documentation that should be readily accessible includes:
• Reporting forms (accident, incident and near miss)
• Safety Data Sheet (SDS) folders
• Warning signs
• Easy to understand, visual safety instructions
• Company policies
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• Standard WHS procedures
• Emergency evacuation procedures
• First Aid policy, including the location of the first aid kit
• Hazard identification and risk assessment documents
• Codes of practice
As a Manager it is your duty to ensure that you are informed of all the necessary WHS
requirements surrounding your workplace. Part of this includes ensuring
your employees are aware of those requirements. Your business has a duty of care over all
those employees and patrons on your premises and acting on company business.
Therefore, it is your responsibility to accurately communicate WHS requirements.
To do this you will need to understand WHS policies for every aspect of your workplace.
For example, if you are managing a Club, you may be in charge of various aspects
including bar, kitchen, storage, delivery, poker machines, bands and entertainment,
outside areas, carparks and so on. Each section of the Club will have specific issues and
requirements pertaining to them and you will need to have a sound knowledge of each
area.
WHS TRAINING
Even a single area, such as stores, can
be complicated. WHS issues for storage
areas are diverse and can include:
• Heights
• Confined spaces
• Compressed gas
• Heavy lifting
• Varied flooring
• Walkway clutter
Meanwhile, in the bar, there are general WHS requirements such as non-skid flooring, as
well as issues particular to each piece of equipment.
WHS requires regular training updates, to ensure a safe operation. Not only is it a legal
requirement to conduct regular training, the economic ramifications of losing workers
through injury can be catastrophic to a business. Therefore, it is in your best interests to
take time out of operations to conduct periodic refresher courses, as well as
communicating any updates to WHS policy. Periodic review and discussion of WHS issues
with your staff is also a requirement. WHS should be a regular agenda item for Staff
Meetings. A WHS policy is only effective if the people who are affected by it know what
they need to do.
Communication is a two-way street in any situation. When people’s personal safety is in
question, communication is essential. Whenever there is a near-miss or potential hazard
identified, workers should feel obliged to report them to you. In turn, you should report
the incident to whoever is in charge of adjusting WHS policy. You will also need to make
regular reports on any WHS issues to your Management.
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You will need to set out clear workplace guidelines on the roles and responsibilities of
everyone in your department or business. This includes yourself, your workers, visiting
staff from other areas and guests. In larger establishments, staff will nominate or
Management will choose WHS representatives for each department. It is their
responsibility to review the safe operation of the area. It is each individual’s responsibility
to ensure that they conduct themselves according to the organisational policies.
The induction documents play an important part of communicating WHS. The overall WHS
policy of the business should be given to the new employees as part of their induction,
along with emergency procedures and contact details. No employee should begin to
undertake any task until they are fully aware of the WHS implications and requirements of
their job.
Other information that must be conveyed to staff include the location of safety equipment
such as fire extinguishers and first aid kits, as well as information about emergency
response contacts such as 000 signage in high risk areas. Emergency evacuation procedures
and information must be easily accessible and reinforced with signage and training.
Although a secondary consideration, it is important to think about the environmental
impacts of your operations. When creating, sharing and storing documentation, you should
try to minimise the use of printed materials and maximise electronic transmission and
filing of all documents in order to reduce waste.
2B. TYPES OF WHS DOCUMENTATION
There are several types of documentation that fall under the banner of WHS. The process
of compiling and displaying documentation is conducted in order to allow crucial
information to be freely and easily available. If a storeman is receiving a chemical they
have not seen before, they must be able to access the appropriate information quickly and
easily. If a worker is unsure about the risks involved in a particular activity or using a
piece of equipment, they must be able to find out.
Below is a list of some of the WHS documentation that you should keep, select each
icon to reveal more information on each:
For examples of document templates visit www.workplace-safety.com.au/diytemplates.html or go to your state’s Workcover website and access the report templates
available.
RISK ASSESSMENT
• Local Risk Register
• Risk Assessment Forms
• Risk Assessment Register
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INDUCTION AND TRAINING
• Induction Acknowledgement Forms from all staff, students, volunteers,
contractors and maintenance staff.
• Induction Register.
• Training Needs Register.
• Training Record, including that for local plant and equipment.
INSPECTION
• Workplace Inspection Forms.
• Workplace Inspection Register.
• List of Plant and Equipment, including maintenance schedule.
• Plant and Equipment Inspection Schedule.
REPORTING
• Hazard/Incident /Injury Reports.
• Hazard/Incident /Injury Reports Register.
• Corrective Actions Record.
HAZARDOUS SUBSTANCES
• Safety Data Sheet Register.
• Hazardous Substances Inventory.
MANAGEMENT
• Consultation records.
• Minutes of meetings.
• Monitoring reports and recommendations for change.
• Standard Operating Procedures.
• Relevant Licenses.
HANDLING CHEMICALS AND HAZARDOUS SUBSTANCES
WHS policies and procedures should be
developed for the handling of any
chemicals or hazardous substances in
your workplace. There are many
examples of hazardous chemicals,
including commonly used detergents,
gases, and flammable substances; the
list goes on. An effective WHS system
should have policies and procedures in
place for the handling of any of these
chemicals and substance, in addition to
a Safety Data Sheet.
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SAFETY DATA SHEET
A Safety Data Sheet (SDS) must be
included in the shipment of any
chemical. An example of a substance
that requires an SDS is helium. Helium is
commonly used in the TH&E industry to
inflate balloons used for decorating
parties or other events. Businesses
should collect and keep the SDS
information together in an easily
accessible format. It is recommended
that you compile a folder, with the sheets in alphabetical order. If for some reason, a SDS
is not available, it is your responsibility to contact the supplier to replace the SDS, or
search for a new SDS online.
An SDS contains all of the important information about a chemical, such as product name,
contact details, correct storage temperature and conditions, flammability, potential
hazards, First Aid measures after accidents, firefighting measures, accidental release
measures, appropriate personal protective equipment and properties of the chemical.
The SDS should be stored with, or close to, the actual chemicals. Correct storage of
chemicals is essential.
Review this example of an SDS.
RISK ASSESSMENT
Your workplace should have policies and
procedures in place regarding risk
assessment. This will usually take the
form of a risk assessment sheet.
Risk assessment sheets are records of
the risk assessment procedures that are
undertaken by your business. Risk
assessment sheets detail the nature and
type of the risk, the likelihood and
potential severity of the risk. Risk
assessment sheets must be kept as a record of your procedures and should be easily
accessible to your staff who are in danger as a result of the risk.
In some cases the risk assessment sheet should be placarded so that all who are in the
vicinity of the risk can see what is involved. For bigger risks, risk assessment sheet should
form part of your safety management system for that risk.
REPORTING
Reporting should play a key role in the formulation of WHS policies and procedures. This
means having clear guidelines and timeframes for the reporting of any WHS issues.
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Employees need to be well-trained and aware of this process, including the details of who
they need to report any incidents to. A record should be kept of any reported issues.
Staff also need to be aware of the requirements of incident and accident reporting. If an
employee is injured, they can’t simply ignore it. They need to be aware of the process to
deal with accidents like this, and more.
RECORD KEEPING REQUIREMENTS
It is essential to keep records as part of demonstrating compliance and due diligence. The
records not only provide an access point to previous activities, but show that the business
is serious about meeting its requirements under law. According to Safe Work Australia’s
How To Manage Work Health And Safety Risks Code of Practice, “keeping records of the
risk management process has the following benefits. It:
• allows you to demonstrate how decisions about controlling risks were made
• assists in targeting training at key hazards
• provides a basis for preparing safe work procedures
• allows you to more easily review risks following any changes to legislation or
business activities
• demonstrates to others (regulators, investors, shareholders, customers) that work
health and safety risks are being managed.
The detail and extent of recording will depend on the size of your workplace and the
potential for major work health and safety issues. It is useful to keep information on:
• the identified hazards, assessed risks and chosen control measures (including any
hazard checklists, worksheets and assessment tools used in working through the
risk management process).
• how and when the control measures were implemented, monitored and reviewed.
• who you consulted with.
• relevant training records.
• any plans for changes.
There are specific record-keeping requirements in the WHS Regulations for some hazards,
such as hazardous chemicals. If such hazards have been identified at your workplace, you
must keep the relevant records for the time specified.
You should ensure that everyone in your workplace is aware of record-keeping
requirements, including which records are accessible and where they are kept.”
2C. WHS CONSULTATION
DUTY TO CONSULT
Under the WHS Act, each employer has a duty to consult with their employees about
workplace health and safety: “A person conducting a business or undertaking must consult,
so far as is reasonably practicable, with workers who carry out work for the business or
undertaking and who are (or are likely to be) directly affected by a health and safety
matter”
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This duty is to ensure that employees have a say in their own workplace health, safety and
security, regardless of where or what that workplace is. The Act requires employers to
implement a WHS consultation arrangement to facilitate the consultation process. This
can be through the creation of a WHS committee, the election of WHS representatives or
through other agreed arrangements.
Consultation allows the Manager to become more aware of risks, hazards and other
WHSissues that their staff encounter. Allowing the staff to participate in the WHS process
helps to identify specific problems and suggest solutions. WHS consultation can result in:
• A broader view of a problem and better decisions as a result.
• Increased commitment to WHS by giving ownership of decisions to those who could
be affected.
• Enhanced relationships between Managers and employees as a result of open
communication lines.
• Increased morale and job satisfaction.
• Increased productivity.
• Safer and healthier work environments with a reduction in injuries and sickness as
a result.
• Real monetary benefits to the employer.
Consultation can either be done effectively or ineffectively. Effective consultation:
• Occurs before the decision making process begins.
• Needs an employer who values their employees’ ideas and has good communication
skills.
• Needs employees who are proactive and who have been trained in communicating
and risk assessment.
• Relies on a relationship of trust and respect.
• Has all the relevant information.
• Results in improvements to the WHS system.
WHEN TO CONSULTOSE
The WHS Act requires that consultation be undertaken in the following circumstances:
1. when identifying hazards and assessing risks to health and safety arising from the
work carried out or to be carried out by the business or undertaking;
2. when making decisions about ways to eliminate or minimise those risks;
3. when making decisions about the adequacy of facilities or the welfare of workers;
4. when proposing changes that may affect the health or safety of workers;
when making decisions about the procedures for:
1. consulting with workers; or
2. resolving work health or safety issues at the workplace; or
3. monitoring the health of workers; or
4. monitoring the conditions at any workplace under the management or control of
the person conducting the business or undertaking; or
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5. providing information and training for workers; or
6. when carrying out any other activity prescribed by the regulations for the purposes
of this section.
7. In order to be able to determine when consultation on WHS matters is necessary,
you must employ a systematic approach to WHS Management. Some elements of a
good, systematic approach to WHS include:
o Clearly defined WHS roles and responsibilities for each job role.
o Having employees who are competent in their work practices and who
exercise their responsibilities.
o Incorporating illness and injury prevention planning.
o Identifying risks and hazards before they occur.
o Clearly setting out appropriate courses of action in case of an occurrence.
o Including employees in all stages of decision making and controlling risks.
o Good monitoring practices.
o Good, open communication channels.
MAKING WHS CONSULTATION ARRANGEMENTS
Part of a systematic WHS consultation approach is setting up WHS Committees and
designating WHS Representatives. Union representatives are also allowed act as advisors
on the arrangements for WHS consultation and can be part of the actual consultation
process if agreed to by the employer. The following matters must be discussed as part of
making consultation arrangements:
• Employer’s duty to consult.
• Purpose of consultation.
• Consultation options.
• There is no legal liability on an employee who is part of a WHS Committee or is a
WHS Representative.
• Concept of a workgroup (people who are represented by the Representative or
Committee).
• Right to request representation from a union to consult in relation to consultation
arrangements.
• The role of WorkCover in administering the Act.
• The existence of the WHS Consultation code.
Larger businesses generally employ Committees and Representatives; smaller businesses
may choose to have direct, regular contact between employer and employees, which is
allowed as an Other Agreed Arrangement. The role of the Committee or Representative is
the same, it is to represent the employees and ensure that their voice is heard.
A WHS Committee can bring together Management and employee representatives in order
to work together. The Committee can form recommendations, which legally must be
considered by the employer and acted on in a timely fashion. A Committee is able to
review the existing WHS practices and recommend solutions to problems they become
aware of.
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For example, if the Committee becomes aware of a few slips in the wash up area, they
should investigate the situation. They may find out after investigation that it is due to a
leaking dishwasher, so they may suggest an immediate service or replacement as a
solution. They must also consider why the incident occurred; whether there was adequate
training; whether hazard monitoring procedures were adequate; decision-making during
purchasing; and maintenance practices. Committees can play a role in determining key
performance indicators for WHS systems and measures and can conduct inspections of the
workplace.
For a WHS Committee to work well it must:
• Have commitment from the employer.
• Consult employees.
• Attempt to improve WHS systems.
• Set and follow clear procedures.
• Define each member’s role and responsibilities.
• Be well trained.
WHS REPRESENTATIVE
A WHS Representative is concerned only with issues affecting the workgroup they
represent. They should review the WHS measures in place which cover their workgroup
such as the systems in place for risk assessment and training needs. The Representative
acts in a similar way to the Committee, but they only investigate issues pertaining to their
workgroup. In a small business, the workgroup may be the entire workforce. With regard
to WHS investigations, the Committee and the Representative follow the same
process. View this process.
In some businesses, it may not be feasible to set up a standing WHS Committee or to elect
a WHS Representative. For example, some TH&E businesses employ itinerant workers in
various roles. As these workers flow in and out, it is necessary to give them the
appropriate level of WHS knowledge for them to conduct their jobs safely. In this case,
WHS can be included as part of an induction process.
EMPLOYER’S REQUIREMENTS FOR WHS CONSULTATION
One of the most important aspects of having elected Representatives or Committees is
that they are allowed carry out their roles without penalty. It is the employer’s
responsibility to pay for any employee’s time and resources provided they are in line with
the WHS Act or WHS Regulation. The employer must allow time and access to the
workplace during working hours, for the Committee or Representative to carry out their
duties. They must also be granted access to the employees that they represent or are
responsible for.
The employer must provide the necessary facilities for the WHS Representatives and
Committees to carry out their duties. This includes access to phones and internet;
administrative assistance; translation for non-English speaking workers; and storage space.
Time and facilities for holding elections must also be provided. This also means that
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everyone who is affected or covered by the Representatives or Committees must be
allowed to vote, regardless of their location or terms of engagement.
2D. COORDINATE PARTICIPATION AND CONSULTATION IN WHS ISSUES
As a Manager responsible for health and
safety in the workplace, the onus is on
you to include the staff in the process.
Consultation legislation is in place to
ensure that the staff have their opinions
heard and considered. You can also
encourage staff participation through
different means. A daily brief can
incorporate WHS reminders and
suggestion time. You could place a
diary, whiteboard or suggestion box in
an accessible place to allow the
recording of any ideas, suggestions or problems. You can also have informal WHS
discussions with employees throughout the course of each working day. Fact sheets can be
used to fully inform personnel about WHS rights and responsibilities, making them aware
of their involvement in WHS. Encouraging staff to talk to you regarding WHS issues will
help get them involved in WHS consultation.
You may wish to hold periodic meetings on WHS issues, or to incorporate WHS into the
regularly scheduled meetings. Surveys and feedback questionnaires can be conducted,
anonymously if preferable, to keep Management and other staff up-to-date with any
issues. Whenever these meetings are held, any suggestions or outcomes must be recorded
for further analysis or action. It can be a good idea to hold a workshop to specifically
address WHS issues and encourage involvement of staff. This is all part of providing staff
with the opportunity to participate in managing their own and others’ health, safety and
security.
It is important to follow up on any suggestions made by staff in order to make them see
that their opinion is valuable. It is a requirement to record, report and resolve any health
and safety issues raised by your staff. Official meetings may have a standing agenda item
and have the outcomes minuted. Informal meetings may require notes to be taken, e.g. in
a common management diary, and filed for appropriate action. If you cannot resolve the
issues yourself, you may need to refer the issue to another person such as another staff
member, higher level manager, WHS representative, WHS committee or an external
consultant.
Whether you modify a procedure or tell the staff member why you won’t be following their
recommendation, the important thing is that you communicate your decisions to them.
Communication and feedback must be organised in such a way as to encourage further
involvement in WHS Management and not to discourage involvement. It makes sense to
include any dangerous tasks into the SOPs of the establishment. Firstly it provides an
excellent record of the skills profile of the staff, secondly it sends a clear message that
the business takes WHS seriously.
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PROVIDE WHS TRAINING
The provision of staff training in WHS is a necessary part of maintaining a healthy, safe
and secure workplace, in fact it is a requirement of each WHS Act. WHS training should
start with the induction process, where new staff are given information on the business’
overall WHS policy as well as emergency evacuation procedures and emergency contact
details. This may take the form of a staff handbook including WHS information for the
employee to become familiar with. It should continue through to any new task that is a
part of their job or any task that is altered and should be refreshed periodically. If a new
site or premises is opened, then all staff must undergo site inductions and detailed safety
training specific to the new location.
As a supervisor you have a duty to monitor individuals’ work practices closely and provide
health and safety training if you notice flaws or deficiencies in their work practices. The
training methods of each workplace are different.
These include:
1. Health and safety induction programs.
2. Formal or informal training programs, coaching or mentoring sessions.
3. Training in safe work practices, hazard identification and control.
4. Risk assessment and management.
5. Work health and safety policies and procedures training.
6. Notices on noticeboards, fact sheets, signs and meetings to ensure people are
following safe working procedures.
ISSUES REQUIRING WHS TRAINING
Whenever a new task or new equipment is introduced into the workplace, adequate
training must be provided to allow safe operation. The same applies whenever staff
acquire a new task, or existing work practices are altered. If a new site or premises is
opened, then all staff must undergo site inductions and detailed safety training specific to
the new location.
Any staff who are assigned WHS roles must be provided appropriate training. WHS
Representatives and Committee members are required to undergo specific training and
you should contact the relevant advisory body for advice.
Due to the complexities and difficulties of WHS, many businesses choose to outsource
their training to other companies who specialise as WHS training providers. There are
many courses available, for both operational staff and Managers, such as those provided
by the NSW Business Chamber, shown below.
Select the navigational circles at the bottom of the screen or the arrows on either side to
travel through some of the issues covered in training.
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Manual handling
ERGONOMICS
INCIDENT INVESTIGATION
WHS AWARENESS
CTI_SITXWHS004_Learner Guide VI.2020 22
DUE DILIGENCE FOR SENIOR
MANAGEMENT
INJURY MANAGEMENT FOR SMALL
BUSINESSES
DANGEROUS GOODS AND
HAZARDOUS SUBSTANCES
WHS CONSULTATION
CTI_SITXWHS004_Learner Guide VI.2020 23
RISK MANAGEMENT
RETURN TO WORK COORDINATION
RECORD AND REVIEW WHS TRAINING
Training can either be conducted on-site
or off-site. Which option is used
depends on the size of the business and
the requirements. On-site training
should be used when possible, as the
hazards and risks may be specific to the
workplace. This can take the form of a
special staff meeting or workshop to
address any issues. General WHS
training courses are usually conducted
off-site, unless the business employs a
large number of people and has the
appropriate space.
It is a legal requirement to keep the training records of any staff member and that
includes the WHS training that has been given. Information that needs to be kept for each
session includes:
• Location and time of training.
• Nature of training.
• People who administered training and their qualifications.
• Names of attendees.
• Whether competency was achieved.
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This information is particularly important if there is a breach of policy or procedure, as it
ensures a record of the employee’s training is kept on file. It can also be referred to when
identifying any gaps in training.
You should periodically review the effectiveness of the WHS training that has been
provided. This will allow you to determine whether:
• The skills of the staff member have improved.
• Further training is necessary.
• The training provider has done the job properly.
• You received value for money from the training program.
• Adjustments to the training program are necessary.
• Staff retain the information they were trained on.
BREACHES
How to handle a breach of policy or procedure:
HANDLING A BREACH
01
1. If a breach of policy or procedure has been identified, you will need to investigate
the matter. Firstly, ensure that the employee received adequate training and was
aware of the policy or procedure. This can be done by checking appropriate
records.
2. If it is found that the employee received appropriate training and was aware of the
policy, you will need to take appropriate disciplinary action. Any breaches MUST be
addressed and not simply brushed over. Non-compliant personnel must be
disciplined in the appropriate manner – the appropriate processes to follow should
be described in your company’s policies and procedures.
3. Actions taken may include official reprimand and recording of breaches in the
employee’s file, rectification training, suspension or expulsion. Be sure to
understand the appropriate actions to take according to the severity of the issue.
4. Employer actions must be fair and consider all factors, including implications of the
Fair Work Act, 2009. This act sets out the rights, responsibilities and conditions of
employment for employees and employers. If an employee feels they have been
punished unfairly, e.g. in the case of unfair dismissal, they can contact the Fair
Work Commission.
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3A. EMERGENCY EVACUATION PLANNING AND TRAINING
Emergency evacuation plans and procedures should be developed specifically for the
business and any staff accommodation that the business provides. Practice drills should
occur periodically. The purpose of developing an emergency evacuation plan is to allow
the safe and organised evacuation of premises. This means that staff will need to know
how to behave, where to go, what to do and when to do it, including how to assist in the
evacuation of customers or guests.
Many TH&E businesses will have large numbers of guests who need to be looked after in
the case of an emergency. Staff will need to be assigned roles so they can assist guests
during the evacuation. If staff are unavailable to take charge of the situation, then it is
likely that panic will break out and cause huge problems. A well thought out evacuation
plan will enable everyone in the building to be evacuated and accounted for.
Select the navigational circles below to view the important steps involved in Emergency
Planning.
STEP 1
IMPROVEMENTS
Many of the components of an emergency evacuation will remain the same, regardless of
the type of emergency. However, it is important to understand what to do in particular
situations. Each type of emergency will require different reporting mechanisms, for
example a HAZMAT unit from the Fire Department will be required for a chemical spill,
but not for an armed robbery.
STEP 2
ORGANISE A COMMAND STRUCTURE
It will not always be clear whether a situation could be classified as an emergency and
therefore need an evacuation. By designating roles to staff members, such as Chief
Warden, Deputy Chief Warden and Floor Wardens, you are putting a command structure in
place.
STEP 3
WARNING PROCEDURES
Part of your Emergency Plan needs to indicate how the emergency will be communicated
to the appropriate people. Many buildings have a warning system consisting of bells, sirens
and flashing lights, as well as a public address system for sharing information. Physical
checks should also take place wherever possible, in case guests have not heard the
warning.
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STEP 4
ESTABLISH EVACUATION PROCEDURES
It is important to establish standard evacuation protocols that are followed in the case of
an emergency. You must consider mobility-impaired people as well as those who do not
understand English. You should provide maps of the building and arrows designating the
routes of escape from each particular point. It must be ensured that exit points are clearly
marked, well lit, unobstructed and capable of handling the number of people evacuating.
An assembly area must be designated so that you can ensure the safe evacuation of all
people present. Wardens must be informed of where to direct traffic, so that a roll call of
all registered people can be conducted. This will require you to establish procedures for
verifying the names and numbers of all people present at your establishment. In the event
of someone being missing, Wardens will need to search the premises.
Wardens should perform a quick search of their area in case anyone has missed the
signals, before they themselves evacuate. Once the Emergency Services informs the Chief
Warden that the emergency is finished and the premises are safe, re-entry is allowed.
Until that time, everyone must stay outside in the assembly area. Wardens should be
positioned to prevent anyone leaving the area.
Click here for a blueprint of a Hotel ground floor that can be used to create an evacuation
plan.
STEP 5
TRAINING
Staff members who become Wardens must be provided with the appropriate training to
carry out their tasks. The Chief Warden and Deputy Chief Warden should undergo training
so they can achieve a Fire Safety Certificate. The Warden team require ongoing training
on their roles and responsibilities. All Warden staff will require training in the various fire
fighting equipment and methods. Wardens will need to be trained in the appropriate
methods of searching and sealing off areas.
STEP 6
EVACUATION DRILLS
As the saying goes, practice makes perfect. It is necessary to periodically hold evacuation
drills so that in a time of real emergency, the staff know how to handle their duties. A
drill will allow you to determine the efficiency and effectiveness of the procedures you
have put in place. You can identify any areas that need improvement and make
appropriate amendments to your procedures.
Following the drill you should hold a debriefing with the staff to analyse the drill and
identify any problems. Drills involving guests can be a touchy issue and it is certainly not a
good idea to hold a practice drill at 1am. Most establishments will let guests know prior to
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the practice drill so that they can choose to take part or undertake other activities during
that time.
STEP 7
PROVIDE RESOURCES
A necessary part of emergency planning is providing the appropriate resources.
Infrastructure such as sirens, bells, fire fighting equipment, vests to identify the Chief
Warden and Deputy Chief Warden and communication resources are required in order to
carry out the evacuation according to policy.
Some of the resources that are needed as part of an emergency response system are:
• Floor plans and maps showing exit points and paths as well as the location of fire
fighting equipment.
• Organisational charts showing individual responsibilities and the contact details of
emergency personnel.
• Lists of local Emergency Services and contact details.
4A. WHS CONSIDERATIONS FOR FUTURA RESORT
Futura Resort is committed to providing a safe and healthy workplace for all of its
employees. The hotel employs a wide range of staff, including office staff, kitchen
workers, restaurant and bar staff, housekeeping staff and stores workers.
You might notice that we don’t mention maintenance and groundsmen very much. That’s
because we outsource those services to a local provider as part of building our business
relationships with the local community. Difficult things like cleaning the windows on the
Fourth Floor should be done by professionals with the appropriate training and
certifications. We develop WHS systems in consultation with our service providers.
Go to the Virtual Hotel in the Support Tools for some of the WHS considerations for the
different roles and rooms in the resort.
HOUSEKEEPING
As part of their WHS requirements, housekeeping staff need to pay attention to hazards
including:
• Spillages
• Broken glass
• Slippery surfaces
• Broken furniture
• Fumes
• Blood
• Needles
• Condoms
• Sharp objects
• Human waste
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• Surgical dressings
• Fat and oil
• Heated utensils
• Dangerous food scraps
Other considerations for housekeeping staff include lifting of furniture and mattresses;
adopting the correct posture when vacuuming and cleaning; being careful with cleaning
chemicals such as sodium hydroxide (Drano); and using ladders correctly.
RECEPTION
The reception area is where guests check in to the hotel and have their bags carried to
their rooms. For the staff behind the desk it is important that they adopt the correct
posture whether sitting or standing. Comfortable shoes and fatigue mats should be used to
minimise the amount of back soreness and injury. Correct typing techniques should be
used to avoid Occupational Overuse Syndrome (OOS). For the porters, it is important that
proper manual handling techniques are used when transporting luggage. Trolleys should be
provided to aid in the transport of luggage.
STORES
Staff who work in stores need to pay careful attention and show commitment to safe work
practices. Managers should put into place procedures such as HACCP (Hazard and Critical
Control Points) systems and ensure staff adhere to them.
Manual handling is a serious consideration for stores staff, as is the use of ladders and
large stock-moving equipment, such as forklifts.
The National Standard for Manual Handling requires that you identify all tasks in your
workplace that involve manual handling and that the associated risk or likelihood of injury
is assessed. If a risk of injury exists, then you must introduce suitable and practical control
measures. These might include:
• Redesigning the task or reconfiguring the load to be moved.
• Using mechanical handling devices such as forklifts, hoists or trolleys.
• Using safer work procedures such as team lifting.
• Implementing specific training for particular tasks.
It is best to reduce the risk of manual handling injuries by redesigning the task or work
area to make it safer. There is a number of ways to do this:
• Modify the object e.g. change the shape of bulky objects so that they are easier to
hold, or pack products in smaller cartons. One industry example is the redesigning
of beer kegs with a reduction in size and weight of the keg, as well as the addition
of handles to improve the manual handling issue. Another example is the decision
by wineries to sell ten bottles of wine per box to lighten the weight of the carton.
• Modify the work area or work station layout – use an adjustable platform to reduce
stooping and reaching and ensure work surfaces are at the correct height.
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• Change the way things are moved – eliminate unnecessary handling. Ensure that all
heavy objects are at waist level, where they can be handled comfortably.
• Use different actions, movements and forces – reduce the amount of bending,
lifting, twisting, reaching and holding required to carry out a task, thereby
minimising the risk of injury.
• Modify the task – use tools such as levers, hooks or crowbars, or utilise team lifting.
If none of these options can be used, then mechanical handling equipment like
forklifts, cranes and hoists may be needed.
Ongoing evaluation is an important part of the risk control process. Check that risk control
measures are effective and change them if they are not.
One particularly important safety concern is working with or around inert gases used for
dispensing beverages. These are used in compressed gas cylinders, e.g. for beer kegs, in
supply systems, e.g. pipes and regulators, as well as in post-mix systems. Gas leaks from
these systems can be deadly, especially in confined spaces such as cellars, so it is
important to take care. Unfortunately, a staff member in a western Victoria hotel died
while working in a cellar after inhaling leaked carbon dioxide.
Ventilation, signage, training and inspection are all important aspects of inert gas safety.
Refer to the Australian Standard AS5034: Installation and use of inert gases for beverage
dispensing for more information.
ACCOUNTS AND MARKETING
Accounts and marketing staff are primarily office workers, so it is important to practise
good ergonomics. The term ergonomics refers to the study of the relationship between
people and their working environment. Hazards such as repetitive strain injury for a
person working at a computer all day can be minimised or avoided by careful planning of
the arm support and the type of chair. In essence, these types of hazards are quite
common and can be removed with good planning of work areas. The work station needs to
be set up at the correct height to allow for unhindered performance of the task.
Equipment and tools should be designed to minimise harm. Desks, benches, chairs and
office equipment should be purchased with ergonomics in mind. Computer programs that
provide automatic reminders to periodically undertake stretches and exercises can be
used.
HUMAN RESOURCES
The HR staff are primarily office workers as well, so the principle of ergonomics also
applies. HR also has the very important role of being in charge of WHS compliance and
record-keeping so they must lead by example. As an HR Manager at Futura Resort you will
need to place WHS record keeping high on your list of priorities. Imagine the problems
that could result if you don’t. Refer to the Damage Control: Unsafe Flooring scenario and
imagine if Sam went on to sue the Club. If the records were not in order, the resort may
be liable. Your insurance might not pay out the claim if you have been negligent in your
duties. If they do, you will be left with a hefty increase in insurance costs for the future.
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GENERAL MANAGER
The General Manager has the overall responsibility for the implementation of WHS
measures. As they say, “the buck stops here”. The GM is responsible for providing adequate
training for the operational staff as well as training for the WHS Representatives and
Committee members. The GM must ensure that the correct records are given to the HR
department and that the record keeping procedures are adequate and appropriate.
Emergency control measures also fall into the GM’s responsibility.
BOARDROOM
The boardroom is the meeting room for the executive team, in which many of the
meetings are held and where important business allies are entertained. As meetings can
sometimes drag on, the seating must be comfortable and ergonomically correct. We don’t
want our champagne supplier walking out of a negotiation with a sore back! Electrical
equipment can also pose a hazard, so cabling must be kept out of the way.
BAR
The floor is the most important part of the bar when considering WHS. It should be laid
with a non-slip surface, such as rubber mats. Broken glass must be considered carefully; it
should always be placed into a special “broken glass” bucket or container. If a glass
smashes and some ends up in the ice well, then it could very easily end up in a customer’s
drink. The many types of equipment used in the bar have specific WHS considerations
attached to them, for example blenders need to be handled carefully during food
processing and cleaning to avoid injury. When preparing and serving food and beverages to
customers it is essential that good hygiene principles are maintained.
RESTAURANT
The restaurant in Futura Resort delivers a range of eating styles, depending on the service
time and special events. Each service style has its own particular risks and WHS
considerations, such as open flames in guéridon service. Carrying plates can put strain on
the arms and back; and if the plates are too hot there is the potential for skin burns. A
waiter’s cloth can be used to protect the skin. Hygiene is absolutely essential for wait
staff, particularly those involved in the preparation of food and beverage.
KITCHEN
Staff working in the kitchen deal with a range of potentially dangerous equipment and
conditions such as knives, hot oil and stovetops. The maintenance of hygiene standards is
absolutely critical in the kitchen; if standards are not maintained then there can be
disastrous consequences. If storage conditions are not optimal then the chance of food
poisoning increases dramatically.
FUNCTIONS
The function room can be viewed as an extension of the restaurant area, but it does have
specific issues. In a function there are many guests being served simultaneously. This
requires good organisation and workflow Management, to avoid bottlenecks and potential
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collisions between staff. Swinging doors leading out of the kitchen can be a hazard if there
are not appropriate protocols in place. Verbal warnings should be used to alert other staff
and guests that, for example, there are hot plates coming through. Functions often
require audiovisual, microphone and other electrical equipment. Any cabling must be
arranged to minimise the potential for tripping.
BOOKING OFFICE
At Futura Resort’s booking office, staff often demonstrate the use of various pieces of
leisure equipment, including motorized buggies. Staff need to follow the appropriate
precautions to ensure they operate all equipment correctly, and instruct guests in the safe
use of the equipment. Futura Resort has a duty of care over their guests so they must
ensure that anyone who uses the equipment does so in a safe manner.
In addition, many of the tours Futura Resort on-sells take place in tropical regions. There
are many associated dangers including snakes, rugged terrain, box jellyfish and mosquitoborne diseases. The resort must ensure that appropriate warnings are given to their
patrons.
MANAGING HAZARDS
Hazard management is a crucial part of keeping your workplace safe and preventing
dangerous occurrences. Hazard management is an ongoing process that involves everyone
in the workplace. Essential skills in hazard management are being able to identify
potential hazards; calculating the risk involved with the hazard; and controlling the
hazard. All personnel should be trained in these essential skills.
Hazards are anything that has the potential to cause injury, death or illness in the
workplace. It can arise from within the workplace or outside the workplace; it can be
occasional, periodic or ever-present; it can be a process, event or activity. Whatever the
hazard or its source, it is imperative that the hazard is identified, the risk assessed and
the situation surrounding the hazard be managed.
the process of hazard management
STEP 1: FIND IT
• Look for potential hazards.
• Involve staff in finding hidden hazards.
• Check the accident register for known hazards.
STEP 2: ASSESS IT
• Apply risk assessment to hazards.
• Record risk levels.
• Prioritise risks according to risk chart.
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STEP 3: FIX IT
• Apply appropriate controls following hierarchy of controls.
• Implement controls.
STEP 4: REVIEW IT
• Evaluate and review process to gauge effectiveness.
5. HAZARD ANALYSIS REQUIREMENTS
According to the Model WHS Act, there
is a requirement to conduct hazard
analysis and implement risk controls in
order to manage hazards:
A duty imposed on a person to ensure
health and safety requires the person:
• to eliminate risks to health and
safety, so far as is reasonably
practicable; and
• if it is not reasonably practicable to
eliminate risks to health and safety, to minimise those risks so far as is reasonably
practicable.
In this Act, reasonably practicable, in relation to a duty to ensure health and safety,
means that which is, or was at a particular time, reasonably able to be done in relation to
ensuring health and safety, taking into account and weighing up all relevant matters
including:
• the likelihood of the hazard or the risk concerned occurring; and
• the degree of harm that might result from the hazard or the risk; and
what the person concerned knows, or ought reasonably to know, about:
• the hazard or the risk; and
• ways of eliminating or minimising the risk; and
• the availability and suitability of ways to eliminate or minimise the risk; and
• after assessing the extent of the risk and the available ways of eliminating or
minimising the risk, the cost associated with available ways of eliminating or
minimising the risk, including whether the cost is grossly disproportionate to the
risk.
Safe Work Australia’s How to manage work health and safety risks Code of Practice says
that “Managing work health and safety risks is an ongoing process that is triggered when
any changes affect your work activities.” It states that you should work through the risk
management/hazard control steps when:
• “starting a new business or purchasing a business.
• changing work practices, procedures or the work environment.
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• purchasing new or used equipment or using new substances.
• planning to improve productivity or reduce costs.
• new information about workplace risks becomes available.
• responding to workplace incidents (even if they have caused no injury).
• responding to concerns raised by workers, health and safety representatives or
others at the workplace.
• required by the WHS regulations for specific hazards.
It is also important to use the risk management approach when designing and planning
products, processes or places used for work, because it is often easier and more effective
to eliminate hazards before they are introduced into a workplace by incorporating safety
features at the design stage.”
5A. FIND IT – RISK IDENTIFICATION
The first step in Hazard Management is to identify potential hazards. Hazards can arise
from:
• Poor design of the workplace e.g. bottlenecks and swinging doors.
• Dangerous tasks e.g. stacking palettes and off-road driving.
• Poorly designed equipment e.g. mandolin.
• Improper installation and lack of maintenance e.g. tagged equipment.
• Exposure to dangerous chemicals e.g. spillage of cleaning products or aviation fuel.
The WorkSafe Victoria website indicates that when hazard assessment is being conducted,
the people involved must have the requisite training to identify hazards.
MECHANICAL HAZARDS
• “Drawing in” points
• Shearing points
• Impact and crushing areas
• Cutting areas
• Entanglement areas
• Stabbing points
• Abrasion areas
• Flying particles
• Any protrusions which could cause injury
NON-MECHANICAL HAZARDS
• Ergonomic hazards including manual handling
• Electrical shocks and burns
• Chemical burns, toxicity, flammability
• Noise
• Vibration
• Radiation
• Mist, dust, fumes
• Suffocation
• Engulfment
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• Biological hazards, e.g. viral
• Slipping, tripping and falling hazards
• Falling objects
• High pressure fluid
• High temperature objects
• Working in very hot or cold conditions
Not all of these hazards will exist in most TH&E businesses, however it is necessary to
verify the potential for any of these types of hazards. For example, people working for
catering businesses in hospitals and universities have the potential to come into contact
with radioactivity and viruses.
IDENTIFYING AND RECORDING HAZARDS
Reporting documents should be used to easily identify and record hazards. This document
may be a form that staff can easily fill out, with details of the hazard e.g. the piece of
equipment, the potential risk etc. By filling out this form, a record is kept regarding the
hazard and can easily be referred to for review and evaluation.
It is likely that your workplace will have a risk assessment form that they use. However,
there are several templates available for you to adapt if you’re unsure. Using a template
can ensure that all risks are appropriately assessed and no details are forgotten or
excluded from the assessment.
WorkSafe Tasmania provides a helpful risk assessment template.
Safe Work Australia also has a risk assessment and risk control form appropriate to manual
tasks.
COMMON HAZARDS IN THE WORKPLACE
The specific hazards you will encounter will vary between workplaces and depend on many
factors. In general, hazards can be classified according to their causes or effects.
ERGONOMIC HAZARDS
The term ergonomics refers to the study of the relationship between people and their
working environment. Hazards such as Occupational Overuse Syndrome (OOS) for a person
working at a computer all day, can be minimised or avoided by careful planning of the arm
support and the type of chair. In essence, these types of hazards are quite common and
can be removed with good planning of work areas. The workstation needs to be set up at
the correct height to allow for unhindered performance of the task. Equipment and tools
should be designed to minimise harm. Desks, benches, chairs and office equipment should
be purchased with ergonomics in mind. Safe Work Australia has created a Code of Practice
to prevent Occupational Overuse Syndrome click here for a pdf on Occupational Overuse
Syndrome.
The National Standard for Manual Handling requires that all tasks in your workplace
involving manual handling are identified and that the risk or likelihood of injury is
CTI_SITXWHS004_Learner Guide VI.2020 35
assessed. Where there is a risk of injury, suitable and practical control measures must be
introduced. They might include:
• Redesigning the task or load that needs to be moved
• Providing mechanical handling devices such as hoists or trolleys
• Safe work procedures such as team lifting
• Specific training for particular handling tasks
As an employee, if you are aware of anything in your workplace that could be a manual
handling risk, you should discuss it with your supervisor and try to find the best way of
eliminating or reducing it. Also talk to your health and safety representative or health and
safety committee.
PHYSICAL HAZARDS
Many of these hazards can be minimised or controlled. Protective clothing and equipment
play important roles in the prevention of accidents:
• The uniform protects, identifies and supports us.
• Shoes should have non-slip soles and provide sufficient protection and support. You
would not weld in your thongs.
• Aprons protect against spills, dirt or chemicals.
• Glasses protect against damage to the eyes and ear plugs protect against excessive
noise.
• Sufficient light is required to enable workers to see clearly without strain to the
eyes. This includes flickering computer screens and fluorescent lights.
• The ambient temperature should be comfortable and if working regularly in
extreme temperatures, such as a coolroom or freezer, protective clothing must be
provided.
• In hot work areas such as a kitchen, sufficient cooling or air circulation is essential.
Air quality is important and smoke and dust must be removed.
• The work area has to be well designed to allow for optimal work performance
without overcrowding and with appropriate access to the necessary tools and
equipment.
CHEMICAL HAZARDS
The TH&E industry uses many chemicals for cleaning and sanitation and it is important to
follow the instructions on the packaging. A Safety Data Sheet (SDS) must be kept for all
chemicals used in the workplace. Chemicals need to be handled and stored correctly and
should never be mixed together as this can cause a dangerous reaction or explosion.
Chemicals are classified into the following categories, which can assist in the
identification of possible dangers:
• Toxicity – causes poisoning if absorbed by the body, e.g. ammonia, fly spray
• Corrosion – causes burns to the skin and soft tissue, e.g. solvents, acid and bleach
• Irritancy – causes inflammation of the skin, e.g. cleaning and detergent agents
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• Flammability – causes burning, explosion and/or injury, e.g. gas and fuel
Click here for an explanation of an SDS.
BIOLOGICAL & RADIATION HAZARDS
When working in TH&E you will be exposed to viruses and bacteria, but you can also cause
harm to others through cross-contamination if you are unwell. Have regular health checks
and make sure your vaccinations are up-to-date because any viral infection you contract
could be transmitted to your customers. Follow medical guidelines if you are unwell and
don’t spread your illness to others.
Efficient work practices such as hygienic handling of food or Hazard Analysis and Critical
Control Points (HACCP) also prevent the development of pathogens and transfer of
bacteria through incorrect food handling. They also help to prevent spoilage and food
poisoning from contamination by moulds and fungi.
Radiation hazards also exist in TH&E where, for example, excessive exposure to the sun
whilst working as a tour guide or gardener could lead to skin cancer. X-ray and microwave
exposure is minimal in our industry.
5B. ASSESS IT – RISK ASSESSMENT
Following the identification of a hazard,
the risk associated with the hazard must
be assessed. This allows you to
determine the importance of each
hazard and to prioritise how you deal
with each hazard. This means that you
can choose which hazard to fix first,
depending on the likelihood and
magnitude of a possible incident.
When assessing the risk, you need to
understand the boundaries and
limitations of what you are assessing.
For example, if you are assessing the risk associated with an event, you need to know if
you are assessing the risk just for the event, or also the risk for the lead-up to the event
and the process of its organisation. Once you know the scope of what you are assessing,
you can easily break it into individual components. If you are organising an event, this
might include:
• Venue setup e.g. setting up decorations, unloading hired items etc.
• Travel to the venue
• Venue clean-up e.g. loading vehicles, cleaning etc.
For each component, you can then list all the potential risks. For example, the risks
associated with loading vehicles when cleaning up a venue might include injuries caused
by heavy lifting of hired chairs and tables.
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To identify the risk associated with a hazard you must determine two things: how bad the
consequences of the hazard are; and how likely it is to occur. If the consequences are bad
and the probability is high, then the risk is very high. If the consequences are not so bad
and the probability is low, then the risk is also low. It is common to construct a risk matrix
to help you determine the risk, such as the example given.
5C. FIX IT – RISK CONTROL
Once hazards have been identified and the risk assessed, it is necessary to introduce risk
controls. Risk control is a method of managing risk, with the primary emphasis on
controlling hazards at their source. You cannot address all of the issues at once and you
have to prioritise the budget towards the improvements required. For high risks,
immediate steps should be taken to minimise risk of injury, whereas a minor issue could
wait until there is money available in the budget.
RISK CONTROL MEASURES IN THE TH&E INDUSTRY
For example, if a work car is
continuously breaking down, it may need
to be taken out of operation.
There are many specific risk control
measures relevant to the different TH&E
businesses. For example, if a work car is
continuously breaking down, this may
need to be taken out of operation as it
presents a high level of risk with the
potential to cause an accident
endangering staff. If employees are continuously burning their hands when using the oven,
they may need a refresher training course to remind them on oven safety. If the cleaning
products used in the office are flammable, these can be substituted for non-flammable
products.
5C. REVIEW IT – RISK MONITORING, EVALUATION AND REVIEW
Due to the importance of health, safety and security in the workplace, it is necessary to
implement a process of continual monitoring, reviewing and improvement. There is no
point in implementing WHS measures if nobody follows up and checks whether the policies
are being adhered to, or if the SOPs are out of date. You should involve the staff as much
as possible in the monitoring process. Maintain close contact with your employees in order
to receive information on potential WHS problems in a timely fashion.
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Some methods you can use to monitor health and safety include:
DIRECT SUPERVISION
Keep an eye out for health and safety issues, as well as how your staff respond to them. If
you see a staff member do something that is potentially unsafe, you should take
immediate action to address it. Clearly explain the procedure and what the staff member
should do in the future. Also, if you notice an employee take prompt action to eliminate a
hazard, then a positive reward in front of their peers should be given.
INFORMAL DISCUSSION
Share plans are generally a long-term incentive that has traditionally been targeted at
middle to top management levels. Share plans usually require participating employees to
remain employed for a period of time to qualify for ownership of the shares.Their purpose
is to tie employees to the organisation for sustained period of time. There are two main
forms of employee share plans:
• Share options
• Share purchase plans
FORMAL DISCUSSION
Include time at your weekly meeting to discuss WHS. Using open ended questions can help
to promote discussion. For example, asking something like “Tell me some ways we can
improve our safety procedures in handling chemicals” gets people thinking about the
effectiveness of current procedures and any possible improvements.
REVIEWING DOCUMENTS OR PAPERWORK
Share purchase plans allow employee to purchase company shares at either their market
value or at a reduced price. Often this offer is for a limited time or ongoing with the
option for employee to have the money withheld from the pay to fund the purchase of the
shares.
MONITORING AND REVIEWING
Everything in your workplace that has an
impact on the health, safety, security
and welfare of staff needs to be checked
to ensure that it complies with
legislation and provides the highest
possible level of health and safety. Some
of the things that require monitoring and
review are:
• Emergency procedures
• Incident reporting
• Consultation practices
• Hazard identification and risk assessment
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• Risk control
• Security systems
• Personal protective equipment
• Manual handling
• Break times
• Task rotation
• Equipment usage and maintenance
• HAZMAT safety
• Hazard clearing
• Safety signage
Whenever you uncover non-compliant situations or procedures, it is necessary to take
immediate action to rectify the problem. For example, if you observe a staff member
acting in a non-compliant manner, there are a number of actions you might take:
• Stop the staff member immediately
• Point out what they are doing wrong as well as any safety implications
• Show them your written SOP, policy or procedure and how they should follow them
• Make sure they understand how to do the task safely
• Organise training for the staff member if required
• Complete any paperwork, e.g. incident report form, near miss form, updated risk
assessment
• Point out the unsafe action to any manager or staff member that might be affected
• Check your SOP, policy or procedure to make sure it is still current, relevant and
explains everything clearly. Update it if necessary
• If a staff member continues to not follow safe work practices you may need to take
disciplinary action
5D. MANAGE HAZARD IDENTIFICATION AND RISK ASSESSMENT
Hazard identification, risk assessment
and risk control play a significant part in
managing WHS. In order to maximise the
impact of these processes, it is
necessary to set up and implement
appropriate procedures. Your procedures
must allow for the ongoing identification
of hazards, reporting of these hazards
and the development of solutions to
them. This must be done at appropriate
times, as required by law.
Many businesses have developed a risk control document as part of their process, in order
to help in the recording of hazards. The document should allow for the hazards to be
listed alongside the attributed risks and the control procedures suggested or already put in
place. This document should be stored for future reference.
The risk assessment document can be designed specifically for the workplace, either inhouse or by someone outside the business. You may be able to source such documents
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from an industry body or the relevant WHS advisory body for your area. The risk
assessment criteria and Key Performance Indicators can be developed by external
consultants or based on information from Australian standards and industry bodies’
recommendations.
A checklist is usually used to conduct a risk assessment. A quick Internet search can help
locate a number of these documents, relevant to each kind of business in the TH&E
industry. For example, a travel risk assessment checklist is provided by the Australian
Government to help assess the risk associated with any travel. This can be helpful in
planning work travel or new travel for a tour organisation: Travel Risk Assessment
Checklist.
An example of a risk assessment for an event is provided by the University of the Sunshine
Coast here: Event Risk Assessment.
As a Manager you should take a lead role in assessing and controlling risks and set an
example for your employees. If an accident or incident has been reported then you will
need to manage the response. Any accident or incident, also known as a near-miss, must
be investigated as soon as possible. The purpose of the investigation is to find out the
causes of the incident and to make adjustments so that the incident does not occur again.
It should focus on the facts and possible solutions to the problem.
If at all possible, the scene of the incident or accident should be left untouched to assist
in ascertaining the facts. If there were witnesses to the occurrence, then they should be
interviewed for their version of events, along with the person who reported it. A complete
catalogue of all the steps involved in the investigation should be kept. You must ensure
that you follow the legal requirements for informing the relevant authorities. If the
accident is serious enough it might warrant an official investigation by the government
body.
SECURITY ISSUES IN THE TH&E INDUSTRY
Security forms are an important component of workplace health and safety. A secure
workplace environment ensures the personal well being of guests and staff. It is important
to apply relevant measures to both internal and external threats. Depending on the type
of business, security management processes will vary.
INTERNAL MEASURES
Some internal measures for security control focus on:
• Security of patrons and workers
• Emergency procedures
• Financial controls
• Prevention of theft
• Limiting access to certain areas of the premises
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EXTERNAL MEASURES
External measures are applied to prevent removal of enterprise property, wilful damage or
break and enter. Some common measures include:
• Security guards
• Security systems
• Security grilles on windows and doors
• Limited access to certain areas of the premises
6A. TH&E SECURITY ISSUES
Security systems vary depending on the size of the establishment. Large establishments
sometimes employ their own security staff, who work in combination with a security
agency to patrol the grounds, install security systems and provide advice. External security
services are often contracted for specific events that involve large numbers of people or
high profile guests. Other security services such as crowd control and CCTV are often used
for large attractions such as concerts to ensure that any disturbances like fights or
violence, vandalism or intoxication can be controlled immediately, before they escalate.
SECURITY OF CUSTOMERS AND EMPLOYEES
Businesses need to ensure the safety and security of all employees and customers. This
means that businesses need to have policies and procedures in place to manage potential
crime or violence. For example, an event management company will need to have
procedures in place for dealing with any drunk or disorderly guests. This ensures that
employees who need to manage these kinds of situations know how to do so in a safe
manner, and all other people in attendance are kept secure.
ENTRY CONTROL
Simple measures such as locks and limited access to sensitive areas are good prevention
measures. If you make theft easy, people will take advantage of it. If a climate of
awareness is established and staff are informed about security protocols, harm can be
minimised. Staff often have a separate entrance to the building, where they need to verify
themselves via a swipe card or security guard. This can also double as a timing mechanism
for the hours worked each week. In larger establishments closed circuit television (CCTV)
security cameras may also be used.
Security guards may also check on all people entering the premises and verify their
purpose for being there. Visitors are often issued with a visitor pass and have to supply
their details on the visitors register and they must sign out once they exit the premises.
This will prevent easy access by people intent on theft. However, many premises or
locations are open to the public and it is important that staff are alert to suspicious
behaviour in people.
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People who seem to be observing the building, act suspiciously or go to areas where they
should not be, need to be reported to a supervisor or questioned carefully. It may simply
be that they are lost but it is always better to be cautious, especially given the current
fear of terrorism.
EQUIPMENT SECURITY
All organisations have equipment which is critical to the running of the business and it can
be extremely costly if this equipment is damaged or stolen. For example, a travel agency
requires its computer systems to operate. If these were to be taken during a robbery, the
agency would not only have the cost of replacing these goods, but also lose a significant
amount of business. As such, WHS systems need to incorporate policies and procedures to
protect this equipment. This includes limiting access and having appropriate lock-up
procedures and storage procedures.
KEY CONTROL
Key control is particularly important for any business. If the wrong person has access to a
key, this opens the business up to theft and damage of their assets. As such, any business
should have a clear policy in relation to key control.
Due to the value of stock and equipment kept in storerooms, access is often strictly
controlled. Many storerooms, such as liquor and wine storerooms are kept locked, with
tight control over who is given keys.
Keys are often issued according to the responsibilities and requirements of the individual.
For example, at a hotel, a housekeeper may be given a key that opens storerooms and
guest rooms in 1 section or floor of the building, while supervisors are given keys that
open all storerooms and guest rooms in the building. Guests’ keys will only be able to open
their own door.
This type of policy is especially important for storage areas. Imagine that a restaurant had
a wine cellar with $500,000 worth of wine. That can be quite tempting, particularly when
individual bottles can be worth thousands of dollars. In some cases, only sommeliers and
managers have access to the wine cellar and expensive bottles may be locked up
individually.
Click here for an example of a key register.
KEY CONTROL PROCEDURES
It is recommended that staff and Management be issued the necessary keys when they
start a shift and return the keys on the completion of their shift.
Key record controls should include:
• Staff member’s name
• Signature and time of pick up
• Key number
• Signature and time of return
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The establishment may also implement key control procedures, including:
• Changing locks or resetting keycodes periodically and when a key goes missing
• Recording all key issuing
• Performing spot checks on key holders
• Restricting duplication of keys
• Controlling access to all keys and master keys
LUGGAGE STORAGE SECURITY
Storage and removal of luggage also needs to be controlled for any TH&E businesses that
may store items for customers or guests. At check-in in hotels, the guest may either take
their luggage with them to the room, or allow the porter to assist at arrival and move the
luggage to the room. Concierge may also store luggage in a dedicated storage area and
supply a tag for each item stored. The items are then released to the holder of the tag
receipt once the guest leaves the premises. This often occurs for guests who arrive before
check-in time, or who have checked-out but do not wish to carry their luggage with them.
On tours, all luggage must be clearly identified and has to be packed by the owner
themselves. Drug traffickers often use unsuspecting tourists to transport drugs through
customs. As many Asian countries have very strict laws governing drug trafficking it is
important that guests are alerted to prevent any legal implications. Guests should be
made aware of the laws governing quarantine regulations or general airline security to
prevent them from packing any illegal or dangerous goods. One way of limiting access to
luggage is by wrapping it in plastic or tape. Many people utilise this service at the airport,
prior to check in.
FINANCIAL SECURITY
Policies and procedures are available in most premises to outline how to transfer money
and valuables within the premises. Some examples are accounting procedures,
mechanisms for cash handling and transport, safety deposit boxes and safes within rooms.
Every business has to keep correct records of their income and expenditure under the
Australian Taxation laws. Most businesses have SOPs that detail how the cash and credit
card payments are processed.
In general, the following key areas that need to be covered are seen here in this table:

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6B. PRIVACY ISSUES AND SECURITY
Customers have a right to privacy.
You cannot share details of customers
with another party. If people enquire
whether Mr. Black is part of your tour
group or staying at the hotel, you cannot
provide this information. Never reveal
room numbers or whether a person is
present or not as you cannot be sure
what the intent of the query is and you
would be in breach of Privacy Laws. If
you are unsure on a privacy issue,
confirm with your supervisor before revealing any information.
Thieves tend to spy on the property prior to an attempted burglary so make sure you do
not reveal any processes in place for security to others even when going out in private!
Any suspicious behaviour from people loitering should be reported to security staff.
Be aware what your rights and responsibilities are under privacy legislation. You cannot
simply ask someone to open their luggage because you suspect them of theft. Preventive
measures and SOPs for security issues will assist in most instances. Safety deposit boxes
contain guests’ valuables and simple mechanisms allow guests to use a personal security
pin number to protect the contents.
Guestrooms in hotels also contain security features, from peepholes to security latches or
chains, advice on security measures available for their valuables, key procedures such as
electronic swipe mechanisms to prevent unauthorised access and in-room security
measures such as a safe. When you pass on the keys ensure that you do not mention the
room number loudly for other people to be able to overhear your conversation.
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6C. INSURANCE NEEDS IN TH&E
If an item can burn, get damaged or
stolen or a loss would affect the
business, then it is advisable to insure
the item. There are some areas of
insurance that are legal requirements
for a business and other areas of
insurance that are optional, but highly
recommended.
Compulsory insurance for businesses
are Public Liability Insurance that
protects the business against any claim
due to an accident involving the business or its staff and Workers’ Compensation
Insurance that provides a safety net for employees in case of injury due to a workplace
accident. Workers’ Compensation Insurance is based on industry groups and the likelihood
of any claim.
Optional insurance for businesses include Income Protection and Loss of Profit insurance to
protect the business owner in case of sickness and the business against adverse
circumstances such as fire or other damage that may lead to closure.
Property and Fire Insurance protect the business premises against any damage sustained in
case of a fire or other mishaps leading to loss of the building, the fixtures and/or fittings
of the premises.
Take a look at the front office in the Virtual Hotel from the ‘Support Materials’ to see some
of the WHS concerns and potential hazards associated with the tourism and hospitality
industry.
7A. SERIOUS INCIDENT MANAGEMENT
Despite your best efforts at establishing and maintaining a safe and secure workplace,
there are still incidents that happen beyond your control. Incidents such as armed
robbery, sudden death, bomb threats and emergency evacuations need to be dealt with
and managed in a professional manner.
ARMED ROBBERY
TH&E businesses have been the target of holdups due to the amount of cash on hand.
Clubs with poker machines and ATMs may have many thousands of dollars in cash on their
premises. Pubs are also common targets of bandits. Staff must be ready to deal with an
armed robbery so that they know how to react. The most important consideration is the
personal safety of your employees and patrons.
People who commit armed robberies are usually in desperate situations for one reason or
another. Many are under the influence of drugs when they commit the crime, which can
add to the difficulty of the situation. If the perpetrator is a professional criminal then they
will most likely not be afraid to use physical violence if they think it is necessary.
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The robber wants cash, cooperation and an easy escape; and wants to avoid being
arrested, challenged or trapped. Do not try to negotiate or reason with the robber as this
could aggravate them and provoke physical violence. Follow the demands of the robber
and allow them to leave the premises.
The robber may act aggressively, with coarse language and threats of violence, or they
may act more passively and hand you a note indicating they have a weapon. In either case
you should do what they say.
Remember: The physical safety of your staff and patrons is of paramount importance.
Don’t try to be a hero!
Here are some guidelines that may be useful in the event of an armed robbery:
• Try to remain calm and speak in a reasonable voice.
• Keep your hands visible.
• Move slowly or stand still.
• Do not resist or question.
• Cooperate with the robber and obey their instructions.
Once the robber has left the premises, you should call the police as soon as is possible. Do
not run after them to attempt any heroics. Ask any witnesses to the robbery to remain at
the scene so they can be questioned when the police get there. If there are any injuries
then First Aid should be applied as soon as possible and an ambulance called as a
precaution.
As an employer you should offer counselling to any staff who were involved in the robbery
or affected in any way. Post Traumatic Stress Disorder (PTSD), formerly known as Shell
Shock, can be a debilitating condition. Emotional reactions to stress can be very strong
and after the event simple situations can recall horrifying memories. PTSD can be
experienced as a range of symptoms, from increased sleeplessness and higher blood
pressure, to the much more debilitating vivid memory recall. A trained trauma counsellor
external to the business should be brought in to offer counselling to the staff. An attitude
of “everything will be alright” is not acceptable.
SUDDEN DEATH
In the TH&E industry, the incidence of sudden death is an unfortunate occurrence that
needs to be dealt with on occasion. Sudden death may occur from natural causes, by
accident or due to foul play. In any situation, you will not be able to determine the cause
of death, so any sudden death should be handled in the same manner and be regarded as
suspicious. You should draw up an SOP for dealing with a sudden death. It may be similar
to the one below:
• Check for vital signs, administer first aid if possible.
• Call an ambulance.
• Notify security, your Manager and the police.
• Secure the area from further access.
• Do not touch or move any objects.
• Record the identities of any persons in the area.
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• Security should retrieve the audit trail of any computerised doors in the vicinity.
• Record any items removed by police and obtain receipts.
• If police deem the area is a crime scene then provide them with the appropriate
assistance and access.
In the event of a police investigation, your employees will be interviewed by police. The
employee who found the body, for example a housekeeper, as well as employees who last
saw the deceased, such as your bar staff, will definitely be of interest to the police. All
cooperation should be given to the police to allow them to carry out their investigation in
a discreet manner. Counselling should be offered to the staff who were involved in the
incident. Finding a body can be a very traumatic experience, so consideration must be
given to the staff involved.
FIRE
Emergency procedures for dealing with fire are a necessary part of any building or
business. In TH&E businesses, the risk of fire can be large in comparison to other types of
business. Kitchens use fire to cook and there are many opportunities for uncontrolled fire
to break out, particularly if safety measures such as regularly cleaning the range hoods are
not instituted. In a hotel, the evacuation of staff and guests in the case of fire is of
paramount importance.
A large business such as a hotel should designate certain staff to act as Fire Wardens. The
Fire Wardens will need to be trained in the appropriate methods of dealing with a fire, as
can be arranged with the local fire department. The Fire Wardens are responsible for the
evacuation procedures in case of a fire.
A good WHS Management system will incorporate an SOP for dealing with fire, which sets
out the roles of each Fire Warden and employee. Refer to the evacuation procedures for
more information on dealing with a fire-related emergency.
EVALUATE A WHS SYSTEM
STEP 1
A WHS system can be evaluated for its performance using a set of performance criteria.
Aspects of WHS Management such as the number of incidents and accidents; the number of
worker’s compensation claims made; the types and severity of injuries; the length of time
off work; training provided; handling of incidents; and communication of WHS issues can
all be used to determine the effectiveness of a WHS system.
WHS reviews must be done as part of an ongoing process and must be focussed towards
the improvement of WHS in the workplace. You should institute periodic reviews of each
aspect of WHS in your workplace, such as regular risk auditing. The aim is to identify any
shortfalls in WHS policies and control mechanisms so you can then fix them. Any issues
uncovered by a review should be resolved as quickly as possible, or referred to the
appropriate people, such as the WHS Committee or Representative. It is often a good idea
to get assistance from a colleague outside the immediate area to give feedback on the
implemented procedures.
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The purpose of evaluating a WHS system is to assess compliance with WHS requirements
and to improve WHS practices where possible. You will need to assess whether your
procedures meet the legal and regulatory requirements, as well as standards and codes of
practice. The results of your evaluation should be incorporated into new, better
operational procedures. The results should be communicated to all concerned parties, as
well as any outcomes such as modified SOPs.
STEP 2
One method of evaluating a WHS system is to divide the WHS system into categories and to
rate the business according to each category, using prevention levels. Prevention levels
can be divided as follows:

STEP 3
Performance standards can be divided into:
• Consultation
• Hazard identification
• Risk assessment
• Risk control
• Training provided
• Administration procedures
• Policies
• Claims Management
• Rehabilitation procedures and support
Each standard can be scored against the levels in order to identify strengths as well as
areas that require improvement. Due to the workload and cost involved, many
establishments may opt to choose varying levels according to the risk assessment made.
For example a bandsaw requires firm guidelines and review processes to prevent serious
injury, whilst other areas would rank lower on the priority list.
8A. MONITORING RISK CONTROL METHODS
In order to assess the effectiveness of your WHS system, it is necessary to monitor risk
control methods. Are they working effectively? Has the risk been controlled? Have any
incidents occurred as a result of this hazard? Don’t assume that once a risk control method
is implemented, it is working effectively.
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8B. REVIEW
When reviewing a WHS system, it is important to look back at any incidents or accidents,
in addition to near misses. If an accident has been close to happening multiple times, it
may be necessary to reassess the risk control methods. Examine WHS reports and statistics
to review what is working, and what’s not working.
8C. EVALUATION AUDIT
The evaluation of a WHS system can be
conducted by in-house WHS Committees
and Representatives; a specialist audit
team; or an external WHS advisor.
Whoever conducts the audit should be as
impartial as possible to avoid potential
conflicts of interest and falsification of
reports.
A WHS evaluation audit should gather at
least the following information for
analysis:
• Legislation that the business must comply with
• Legislative compliance survey results
• Any infringement notices or other official correspondence
• Hazard identification and risk assessment forms
• Policies and procedures
• Minutes from WHS Committee meetings or any meetings when WHS was discussed
• WHS Committee and Representative frames of reference
• SDS folders and other WHS documentation
• HAZMAT register
• Standard operating procedures
• Incident and accident reports
• Near-miss reports
• Investigation documentation and outcomes
• Training history and training plans
• Training records
• Certificates and licences
• Compliance testing records e.g. for electrical equipment
• Statistical analyses of incidents, accidents, lost time and medical claims
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8D. GOVERNMENT AUDIT
In addition to a business conducting selfauditing, the governing bodies have the
right to inspect businesses and evaluate
whether they are in line with, or in
breach of WHS laws and regulations. For
example, the Heads of Workplace Safety
Authorities conducted audits of hundreds
of businesses targeting compliance with
duties relating to training and informing
new and young workers in the TH&E
industry.
The inspectors have the power to audit all aspects of your business and can issue
compliance enforcements of various kinds. They may issue:
• Improvement notices
• Prohibition notices
• Revoking, suspending or cancelling authorisations
• Letters of caution
• Work health and safety undertakings
• Prosecution
Go to http://www.comcare.gov.au/the_scheme for more information.
8E. EVALUATE AN INCIDENT INVESTIGATION
Incident investigations are crucial to the process of ongoing improvement of WHS in the
workplace. If the causes of an incident are not determined, or are attributed wrongly,
then the danger has not been properly removed. It is important that incident
investigations are conducted thoroughly and accurately.
In order to evaluate the effectiveness and accuracy of your incident investigations, you
should review individual investigations to identify strengths and weaknesses in the overall
incident investigation protocols. It will also allow you to guarantee that you are
conducting your investigations in accordance with best practices.
An incident investigation review can be divided into 10 steps for analysis, as follows:
STEP 1
Did the injured parties receive timely and appropriate medical attention? Who was in
danger from the incident?
STEP 2
Was the incident scene secured appropriately and in a timely fashion? Were any people
who did not have an official capacity allowed access to the site? Was the scene altered in
any way before an official investigator could access the site?
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STEP 3
What was the level of cooperation between representatives of the business and officials?
Was full cooperation provided to medical personnel and investigators?
STEP 4
Was the appropriate physical evidence recorded? Evidence should include: the location of
the injured person; equipment or substances in use; safety devices and controls in use;
damage to equipment; state of housekeeping in the area; environmental conditions.
STEP 5
Were the correct people interviewed? Were any witnesses missed during the interview
process? Did the interviews take place as soon as possible or were recollections allowed to
fade? Were witnesses interviewed separately? Were the answers recorded confirmed as an
accurate account by the interviewee?
STEP 6
Were the procedures and safety rules for the area gathered?
STEP 7
Was the maintenance history recorded?
STEP 8
Was all relevant information recorded, such as procedures, equipment design,
specifications, manufacturer or supplier information?
STEP 9
Was attention paid to:
a. systems of work
b. instructions from superiors
c. variations to instructions
d. induction and training provided
e. workplace conditions
f. exact location
g. materials and equipment in use
h. time of day
i. length of work shift
j. people present and involved
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STEP 10
Did the investigator file the report correctly? Was all the appropriate paperwork filled out?
Were the correct authorities notified.
9. CONCLUSION
The health, safety, security and welfare
of our industry’s workers is of
paramount importance. TH&E
businesses may be open at all hours of
the day and are increasingly subject to
security and other WHS concerns. It is
the business’ responsibility to provide a
work environment that is safe and
secure, both for the employees and the
guests.
A WHS system is essential to any business. From the simplest identification of a potential
hazard to the periodic review and analysis of the whole WHS framework, managing WHS is
an everyday aspect of our working lives. There is too much at stake for you not to take
WHS seriously.
APPENDICES
Below are some useful appendices:
• The process of hazard management
can be summarised in the
following flowchart.
• Useful checklist for WHS audits issued
by Western Australia’s WorkSafe.
• Example of a Risk Matrix.
• Exercises for office workers issued by
NT WorkSafe.
• This floor plan of a hotel layout will
enable you to complete Case Study 3 for SITXOHS004A Implement and monitor
workplace health, safety and security procedures.
• University of Wollongong’s risk assessment tool.
• University of Wollongong’s process for resolving a hazard.
• As part of a WHS system, work tasks must have risk assessments carried out on
them. Take a look at this example of a risk assessment for the tasks carried out by
a housekeeper.