A targeted duress management review across 7 ACT Government shopfronts — triggered by a spike in occupational violence during COVID lockdowns — delivered a risk-informed roadmap to protect frontline staff.
THE CHALLENGE
An ACT Government community services network experienced a sharp increase in occupational violence incidents during and after COVID-19 lockdowns, placing frontline staff at elevated risk across five service centres and two specialty shopfronts. Existing duress alarm placement, CCTV coverage, standard operating procedures, and security contractor arrangements had not kept pace with the changed threat environment. A structured review was needed to identify gaps and prioritise staff safety improvements before further incidents occurred.
OUR APPROACH
Agilient conducted a comprehensive Duress Management Review across all seven sites, examining CCTV coverage and camera positioning, duress alarm locations and response protocols, existing standard operating procedures, the performance of the incumbent security contractor, incident debrief processes, and coordination arrangements with ACT Police. Each site was assessed individually, with findings consolidated into an organisation-wide risk picture. The review applied a risk-informed methodology to ensure recommendations were proportionate and prioritised by consequence and likelihood.
THE OUTCOME
- Delivered a risk-informed, prioritised roadmap for improving staff safety across all seven sites
- Identified specific gaps in duress alarm placement, CCTV coverage, and SOP currency at each facility
- Provided actionable recommendations for improving security contractor performance and ACT Police coordination protocols