Frontline work inherently involves encountering harmful behavior from the public, posing a persistent psychosocial hazard that defies complete elimination. Recent changes in Australian legislation reflect a growing emphasis on safeguarding workplace mental health and curbing detrimental psychological and physical repercussions stemming from roles frequently entailing confrontations with aggressive customers or the public.

While a solitary instance of exposure might not yield harm, enduring or intense encounters with harmful conduct can engender adverse physical and psychological wellbeing consequences. As a result, given this hazard can't be eliminated, it becomes imperative to establish protective measures and controls to support employees in managing such circumstances.

In this talk, Heizy Serrels discusses a best-practice, customisable framework designed to reduce the psychosocial risk. This involves tailoring specific controls to the context, fostering robust protective elements, and activating a reliable support program early, before there has been a significant and long-lasting impact on wellbeing, and initiating a timely recovery program. These strategic interventions aim to mitigate the potential hazards and enhance the wellbeing of employees consistently engaged in frontline duties.