Quality, Safety, Health and Environment (QSHE) Cleaners Induction Handbook Issue 3 Dec 2010
Within this document, any references to The Company refer to Interservefm Ltd and it s operating subsidiary companies within the Support Services Division of Interserve Plc; Interserve (Defence) Ltd Interserve (Facilities Management) Ltd Interserve (Facilities Services-Slough) Ltd Interserve Industrial Services Ltd MacLellan International Ltd. Interserve Engineering Services Limited Interserve Environmental Services Limited Interserve Technical Services Limited SSD UK Limited TASS (Europe) Lmited Interserve Security Limited First Security (Guards) Limited Interserve Security (Fire & Electrics) Limited Hereafter referred to as The Company.
Contents Introduction 1 1.0 The Law 2 2.0 Roles & Responsibilities 3 3.0 Discipline 5 4.0 Accidents 6 5.0 First Aid 8 6.0 Fire Safety 9 6.1 Fire Evacuation Procedure 10 6.2 Fire Extinguisher Guide 11 7.0 Hazards & Risk Assessment 12 8.0 Working at Height (WAH) 13 8.1 Ladders and Stepladders 14 9.0 Hazardous Substances 15 10.0 Electrical Equipment 16 11.0 Slips & Trips 17 12.0 Manual Handling 18 13.0 Noise 19 14.0 Safety Signs 20 15.0 Environment 21 16.0 Asbestos 22 17.0 Behavioural Safety 23 18.0 Colour Coding Systems 25 19.0 Business Continuity 26 We ask you to Work Safe Come Home Safe. The Company will only undertake operations that can be carried out safely and will support the environment.
Introduction The Company regards maintaining high standards of quality, safety, health and environment (QSHE) as being of paramount importance: not only for our own employees, but also for our customers and others who may be affected by our activities. You, our employees, are the key to our success and this booklet is designed to provide you with information to ensure the health and safety of all staff and anyone affected by our activities, and to reduce our impact on the environment. By living the company values we can ensure that we maintain a quality and safe environment for us all and continue to be recognised as leaders in QSHE at numerous National Award schemes. At The Company we are committed to; Continuous improvement, innovation and personal development contributing to economic, social and environmental development. Monitoring, controlling and improving our environmental footprint and preventing the pollution from our operations. Ensuring the health and safety of our employees and other persons who may be affected by our activities. Provision of appropriate resources in order to ensure that adequate, information, training and supervision are provided to employees and contractors with regard to quality, health, safety, and environment issues. Ensuring the effective management of risk. For most people, the most treasured moments of their lives happen outside of work with their families, which is why it s so important to come home safely and to protect the environment for the future. A workplace injury not only costs The Company money in workplace disruption, reduced productivity and the cost of re-hiring and training but it also affects injured workers and their families wellbeing by restricting their usual home and leisure activities. 1
1.0 The Law What we do at work, and how we do it, are governed by health, safety and environmental legislation. This legislation identifies general duties for both employers and employees. This is then supported by many additional regulations. In simple terms; The company have a LEGAL DUTY for the protection of the environment, to ensure the health, safety and welfare of YOU, (our employees) while at your place of work and while undertaking work on our behalf anywhere else. YOU (the employee) have a LEGAL DUTY to ensure you work safe at all times, in a manner that does not put you or your fellow workers at risk of harm. You must always work in accordance with all information, instruction and training provided to you. YOU are required to inform The Company (manager/supervisor) of any dangerous or potentially dangerous situations that may arise. FAILURE TO ADHERE TO GOOD QSHE PRACTICE AND SAFE SYSTEMS OF WORK, MAY RESULT IN DISCIPLINARY ACTION REMEMBER: IT IS THE DUTY OF EACH AND EVERY ONE OF US TO ENSURE WE ARE SAFE 2
2.0 Roles & Responsibilities The Company Is responsible for ensuring, so far as is reasonably practicable, the health, safety and welfare at work of all its employees for the protection of the environment. Directors Have overall responsibility for ensuring health, safety and welfare and environmental protection is an integral part of their business philosophy. They will ensure adequate resources are provided at all times for achieving business objectives. Managers Will ensure that effective control measures and safe systems of work are in place to secure environmental protection and the health, safety and welfare of their staff. Supervisors/Engineers (including group and team leaders) Have first line, hands on responsibility for environmental protection and the health and safety of staff working for them. Preventing harmful events and controlling workplace hazards is an integral responsibility. QSHE Personnel Will ensure that the Management are supported in their aim to be the best support service provider in the world and will monitor performance of the QSHE objectives. Employees YOU have a key role in helping The Company achieve its goal of Best in Class. 3
Your responsibilities are to: - Report immediately any concerns which represent an immediate risk to health and safety and/or the environment. Report immediately all injuries, incidents and near misses. Keep your workplace tidy. Work safely at all times, using equipment, chemicals etc. in the manner you have been taught. Use equipment that is provided for your safety at all times. Wear the appropriate personal protective equipment at all times for the duration of the work. Never misuse or tamper with equipment. Never use any equipment, or carry out any work for which you are not authorised. Inspect all equipment for safety before using it, reporting any defects. Report all hazards to your supervisors. Know your sites emergency procedures. 4
3.0 Discipline Due to the potential risks of serious injury to employees while at work, The Company will not tolerate any misbehaviour from any employee that could lead to either you or your fellow workers being injured. Any person found not working to safe systems of work, not wearing personal protective equipment, messing around, using equipment they are not authorised or trained for, being in areas they shouldn t be or misusing equipment they have been provided with, will face discipline by The Company. Further information regarding disciplinary action can be obtained from the Human Resources department. 5
4.0 Accidents The prevention of accidents is of paramount importance to The Company, but it cannot be achieved without your help. Accidents are unplanned events, which result in injury or damage and are caused by: UNSAFE ACTS - something a person does which increases the risk of injury for example: Not wearing personal protective equipment. Not using equipment properly. Taking risks. Not following procedures. Horseplay. Not reporting a hazard. UNSAFE CONDITIONS - is the state of things such as scrubber driers, buffers, machines etc. Other examples include: Oil on the floor. Wet floors left without barriers and/or signs displayed. trailing cables. Damaged or poorly maintained equipment such as cleaning machines. Poor lighting. Noise. NEVER TAKE RISKS 6 IF IN DOUBT, STOP WHAT YOU ARE DOING AND ASK
ALWAYS Work as you have been trained. Check equipment before you use it. Understand what is required to do the job safely. Report defects IMMEDIATELY to your supervisor. Report all accidents at work to your supervisor as soon as possible, it will enable us to investigate the causes and develop systems to prevent a recurrence. 7
5.0 First Aid If you suffer an injury at work: ALWAYS NEVER Ensure you know the details and location of the first aiders, particularly if you are working in remote areas. Ensure you know the location of the nearest hospital accident & emergency department. Have the injuries treated immediately by a qualified first aider. Make sure you have the details of the injury recorded on the company s accident report form. Inform your supervisor immediately. Ignore an injury, failing to get proper treatment could lead to infection. Treat yourself or let an unqualified person treat you. Fail to report it, and the next persons injuries may be worse. 8
6.0 Fire Safety Fire is always a threat, but you can help prevent it. Respect electricity - do not use damaged equipment, leads or fittings. Take care with smoking materials - if you do smoke, smoke only where it is allowed. Store combustible materials safely - do not store them near escape routes, on staircases or underneath enclosed staircases. Do not block fire exits, escape routes or alarm call points. Make sure fire exits are free from obstructions and not locked, chained or bolted. Do not leave deliveries or stock items in gangways, corridors, passageways or staircases, or in front of alarm call points. Keep all fire doors shut. Never wedge them open. Keep your areas clean and tidy, rubbish may help start a fire or make a small fire bigger. 9
6.1 Fire Evacuation Procedure If you discover a fire on site sound the alarm immediately using the nearest break glass in your vicinity. Exit the building by your nearest fire exit, DO NOT STOP TO COLLECT ANY BELONGINGS. Proceed immediately to your nominated Fire Assembly Point and report in to the fire marshall. DO NOT try to put out the fire DO NOT re-enter the building until told to do so Ensure you clearly understand;- How to raise the alarm. Where is the nearest fire exit and how does it work? Where the other fire exits are and how they work? What you should do when you hear the alarm? Where the assembly point is, in case you need to leave the premises? Name and telephone number of your manager / supervisor DON T TAKE RISKS. Never try to tackle a fire unless it is safe to do so and you have been trained. 10
6.2 Fire Extinguisher Guide 11
7.0 Hazards & Risk Assessment An important part of managing safety is identifying hazards and controlling the dangers presented by them. Hazards are anything that has the potential to cause harm such as chemicals, wet floors, unprotected electrical cables, holes in floor, traffic, hot metals, moving machinery, dusts, sharps, noise, poor systems of work, poor lighting etc. We are constantly assessing risks as a business but we need your help. Hazards are recorded on risk assessments which is an important step in protecting workers and The Company, as well as complying with the law. ALWAYS Ensure you have read, understood and signed the risk assessments before starting work Tell your supervisor of hazards or unsafe working. Get involved in risk assessments if asked to. Protect yourself from hazards by taking the appropriate precautions. Work as you have been trained. Report immediately accidents, incidents and near misses. NEVER Ignore a hazard, report it. Create hazards, keep the workplace tidy. 12
8.0 Working at Height (WAH) Many serious, even fatal accidents occur each year from people falling from heights. Staff may only clean up to 2 metres high or what individuals are capable of and where possible all high-level cleaning is to be carried out from floor level, using telescopic poles with cleaning tools attached. If a ladder or step ladder is required to be used by trained personnel, a site and task specific risk assessment and method statement shall be carried out. Protect yourself. NEVER Work at heights unless you have been instructed and trained. Use equipment without checking it first. Over stretch to reach something. Use equipment without authorisation. ALWAYS Ensure WAH is properly planned and organised with rescue plans in place. Ensure you take into account the weather conditions. Ensure people involved in WAH are trained, competent and of good health. Inspect equipment prior to use. Ensure risks from fragile surfaces and falling objects are controlled. Ensure you report any defects or concerns IMMEDIATELY to your Supervisor. 13
8.1 Ladders and Stepladders The use of ladders and stepladders should be considered as the last resort. Therefore extreme caution must always be taken when using such equipment. NEVER Use a ladder or stepladder, which does not belong to the company unless your supervisor has authorised its use. Use a ladder or stepladder that has not been inspected by you or another person to confirm it is safe for use. Use a ladder or stepladder, which is damaged. Use a ladder or stepladder unless you have been trained and authorised to by your supervisor. ALWAYS Use a ladder or stepladder that has been inspected by you or another person to confirm it is safe for use. Ladder undamaged ht for the job no overreaching Good grip Right height for the job, no over reaching Good grip Stand off used, ladder not resting on guttering Flat shoes Clean steps Ladders overlap by at least three rungs Ladder undamaged Adult footing ladder Two non slip feet Ladder at correct angle 4:1 Firm and level base Front on Flat shoes Clean steps For non-slip feet Firm and level base 14
9.0 Hazardous Substances To ensure your health and safety, all potentially hazardous substances have been assessed for risk and precautions identified for their safe use. We will attempt to avoid using hazardous substances where possible, however this is not always possible and many substances you are in daily contact with can, if used INCORRECTLY be hazardous. For example, detergents can cause skin problems if you do not protect your hands. ALWAYS: Work as you have been trained. Understand the hazards of substances you are using; read the label, material safety data sheets, or ask your supervisor. Handle substances with respect, do not fool around with them. Take all precautions, wear protective equipment where required. Find out what to do if you spill some on your clothes or skin. Make sure the tins/bottles/ containers are labelled and store them correctly. Protect the environment, dispose of substances in the correct way. 15
10.0 Electrical Equipment NEVER use any equipment that you have not been trained to use ALWAYS check that the equipment is safe to use:- No cracks in plugs Cables in good condition Wall sockets well maintained ALWAYS ensure power cables do not cause a tripping hazard NEVER run electric power cables over a wet floor ONLY use equipment provided by The Company that has an up to date PAT test label on it If you find a piece of equipment that is defective remove it from service and report it to your supervisor IMMEDIATELY. Ensure all work colleagues are briefed on its condition and place a DO NOT USE SIGN on the equipment and plug socket. 16
11.0 Slips & Trips Account for the highest proportion of workplace accidents. You can help reduce the risks by: NEVER Leaving spills/trip hazards unattended, without providing warnings. Leaving floors wet after cleaning without signs and or barriers erected. Leaving cables or other hazards on floors. Ignoring a hazard. ALWAYS Clean up spills IMMEDIATELY, or protect others from it until it can be cleaned. Remove hazards if possible. Report problems to your Supervisor. Place barriers around wet areas to prevent access by others while it dries. Report leaks that wet floors. If spillages are hazardous substances, you prevent it getting into the drainage system. Call for assistance. Prevent access to the area, protect yourself and others. 17
12.0 Manual Handling Back injuries can be very serious, often resulting in long term absenteeism from work. One third of all work place reported injuries are related to manual handling. ALWAYS Use mechanical devices (e.g. a trolley, pallet truck or fork lift truck) to move heavy or awkward items. Check items to be moved for hazards such as sharp edges. Prepare your lift, check your route, making sure there are no obstructions, slip or trip hazards. Size up the load before lifting, test the weight by rocking it slightly if necessary. Get as close to the load as you can. Grasp the load firmly. Bend your knees and lift using your legs, keeping the load close to your body, your elbows tucked in, with your back as straight as possible. Get assistance if the load is too heavy. Ensure a manual handling assessment has been undertaken. NEVER Lift more than is safe for you, know your personal limits. Lift and carry items where mechanical aids are available. Lift more than your own personal capability. 18
13.0 Noise Hearing can be damaged through exposure to noisy environments, and as it cannot be repaired, it is a precious commodity. Where risk of damage to your hearing is identified, signs will be displayed and you will be trained in the precautions necessary to protect yourself. ALWAYS Wear hearing protection in areas where it is required. Report any problems relating to the equipment you have been provided with. Ensure a noise assessment has been undertaken. Note: if you can t hold a normal conversation (without shouting) within 2 metres of each other hearing protection should be considered. Report any concerns on these issues. 19
14.0 Safety Signs Are used throughout industry to identify hazards and the precautions that need to be taken. You must familiarise yourself with what they mean and how they affect you. Prohibition Signs are used to prohibit actions to prevent personal injury and the risk of fire... Mandatory Signs convey action that must be taken e.g. procedures in case of fire... Warning signs are to warn personnel of possible dangers in the work place... Safe Condition Signs are to show directions to areas of safety and medical assistance and to indicate a safe condition... Fire Equipment Signs are to show the location of fire equipment and compliance with Fire Precautions... 20
15.0 Environment The Company ensures that all aspects of our activities are conducted in accordance with sound environmental practices. To help us manage and improve on our environmental performance and ensure compliance with the laws; The Company have developed and implemented an Environmental Management System (EMS). We aim to: Minimise the consumption of natural resources and energy. Reduce the creation of waste by the adoption of improved operating practices and by the recycling of materials whenever practical. Ensure all waste is disposed of in a safe and responsible manner. Invest in the development of new products and processes that have an improved performance regarding their impact on the environment. Comply with environmental legislation. The Company fosters among its staff, suppliers, customers, shareholders and communities local to its operations an understanding of environmental issues in the context of its business. Our collective task is to ensure that we continually improve the environmental impact of our activities. 21
16.0 Asbestos Asbestos is a naturally occurring mineral mined from the earth in ways as any other mineral such as copper, iron and coal. The main types of asbestos found in buildings pre 2000 are: Chrysotile (white) Grunerite (brown) formerly Amosite Crocidolite (blue) Although not exhaustive, the likely uses includes, corrugated roof panels, wall panels, ceilings, toilet cisterns, water boilers, pipe lagging, floor tiles. Asbestos can be disturbed by: Striking or resting equipment on insulated or fire protected surfaces Disturbing unknown dust accumulated on ledges etc. Not stopping to think and / or being careless. If you are or suspect you are working in an asbestos environment: ALWAYS ask if there is a risk assessment, or a Asbestos Survey or and Asbestos Management Plan prior to work starting in order to establish the premises is asbestos free. ensure that any activity that may disturb or damage asbestos containing materials is avoided report any suspected disturbance or damage immediately. ensure you wash thoroughly after any activity. If you do not know whether something is asbestos or not, assume it is until it is verified otherwise. 22
17.0 Behavioural Safety Changing Attitudes Towards Safety (CATS) CATS is a behavioural safety programme for promoting and encouraging safe behaviour in the workplace, rather than on the punishment of undesirable or unsafe behaviour. This approach is the key to improve safety performance of personnel within The Company and the continuous development of the business processes. There is no one better to identify the hazards on a job, or identify new ideas to eliminate or reduce those hazards, than the worker doing that job. Key benefits: Simple to use yet highly effective Involves all employees at all levels Develops visible involvement of all managers at all levels Discusses and agrees corrective action for unsafe behaviours Develops safe behaviours 23
The QSHE Department work with contracts to: identify key safe and unsafe behaviours through discussion with managers, employees and safety representatives implement the CATS procedure. provide CATS training for managers and supervisors gaining support to the CATS programme and how to manage the CATS programme, including: the theory and practice of behavioural safety, how to monitor behavioural safety using CATS how to approach employees and use CATS to discuss safe and unsafe acts how to design effective corrective action to address the root causes of human failure, train all employees in behavioural safety and the use of CATS Don t Walk By Don t Walk By a Plc wide initiative aimed at the workforce and supervision on a project to improve the culture. The message is one of everyone having collective responsibility for each other, requires action to correct unsafe situations through informing, assisting, intervention and reporting and is aimed at increasing awareness, ownership and empowering the individual. The learning is constantly reinforced by operatives being asked a number of behavioural questions and further encouragement to take personal responsibility to address unsafe acts. 24
18.0 Colour Coding Systems Colour Coding System The use of colour coding helps prevent cross-contamination of micro organisms and improve hygiene by clearly and simply identifying to the cleaner the particular product (mop, bucket, duster, etc.) that should be used in any given situation i.e. a cloth used to clean a toilet and would not be used to wipe a workstation? Prevention Through Colours Cross-contamination means the spreading of bacteria among people, food, surfaces, and/or equipment from room to room. Proper cleaning processes can prevent this and the implementation of colour coding of cleaning materials and equipment ensures that these items are not used in multiple areas, therefore reducing the risk of cross-infection. The client may operate their own specific colour coding system, which must be adhered to prior to commencing work. Remember, different clients have different colour coding schemes so, ensure you know and adhere to the correct colour coding for your location. 25
19.0 Business Continuity When a crisis occurs, the primary concerns are to minimise any negative effects on people, the environment and the effective operation of the business. The causes of disruptions are many and varied and you may have a part to play in enabling us to deliver a consistent service in even the most extreme scenarios. In certain circumstances/emergency situations you may be expected to travel to, work at and/or attend other offices/contracts elsewhere if necessary. 26
Notes
Notes
Notes
Please tear off and return this page to: - I acknowledge receipt of the `Cleaners Handbook QSHE Booklet, a copy of which is in my possession which I have read and understood. I will work in a safe manner at all times, bringing to the attention of my supervisor, any concerns relating to Quality, Safety, Health & Environment that I may be exposed to:- Print Name. Trade & Position Contract Date Signed
Capital Tower, 91 Waterloo Road London SE1 8RT Telephone: 020 7902 2000 Facsimile: 020 7902 2056 Email: info@interserve.com www.interserve.com