PromotingSafety and Healthin the Workplace
- CONTACT CENTER -
Occupational Safety and Health CenterDepartment of Labor and Employment
Occupational Safety and Health
• encompasses the social, mental and physical well-being of workers, that is the “whole person”
Lesson 1.
Learn from the past and prepare for a better
future
The World of Work then …
"a foul and poisonous dust [that] flies out from these materials, enters the mouth, then the throat and lungs, makes the workmen cough incessantly, and by degrees brings on asthmatic troubles."
"in whom he found heaps of sand that in running the knife through the pulmonary vesicles he thought he was cutting through some sandy body."
Bernardini RamazziniFather of Occupational
Medicine1713 –Published “De Morbis Artificum” (Diseases of Workers)
Paracelsus (1493-1541)Father of Modern Toxicology
Areolus Phillipus Theophrastus Bombastus
von Hohenheim
"All substances are poisons; there is none which is not a
poison. The right DOSE differentiates a poison from
a remedy."
Lesson 2.
Know the conditions of work and
workplace
Occupational and Work-Related Diseases and
Injuries
• History of exposure to hazardous workplace factors becomes indispensable in determining whether an illness is because of workplace factors or not.
Types of Hazards
BiologiBiologic c
hazardhazardss
ChemicalChemical hazardshazards PhysicPhysic
al al hazardhazard
ss
ErgonomErgonomic ic
stressesstresses
Types of HazardsChemicalChemical hazardshazards
•Formaldehyde•Cigarette smoke•Carbon monoxide•Carbon dioxide•Cleaning Agents
Types of Hazards
PhysicPhysical al
hazardhazardss
•Poor office lighting•Noise•Dry air•Air currents
Types of Hazards
BiologiBiologic c
hazardhazardss
•Pollens, allergens and dusts•People, plants, mites, pests•Condensed water in air conditioners, clogged drains, etc.
Types of Hazards
ErgonomErgonomic ic
stressesstresses
•Limited workspace•Simplified work•Repetitive task•Shiftwork (esp. nightwork)•Mental and physical workload
Lesson 3.
Mere exposure to hazard does not
cause harm to safety or health
Hazards in the workplace can cause harm if there is undue exposure such as through elevated workplace concentration without proper control measures.
Important to characterize exposure
Work-Related Musculoskeletal Disorders (WMSDs)
development requires weeks, months or years of exposure to ergonomic risk factors
•Repetitive exertions•Posture stresses (including static posture)•Forceful exertions•Contact stresses•Job design•Work organization•Workstation dimension
Lesson 4.
Take active part in keeping yourself
safe and healthy.
Diseases of Workers
• Many diseases of occupational cause are multifactorial,with non-occupational factors playing a role.
• Personal characteristics, other environmental and socio-cultural factors usually play a role as risk factors for these diseases.
Total Health Promotion
• Smoking cessation
• Physical activity
• Nutrition
• Weight reduction
• HIV/AIDS
• Drug Abuse Prevention
• TB Prevention and Control
Lesson 5.
Prevention is better than treatment
HARMFUL EXPOSURES
EARLY IN WORKING LIFE
MODIFY NORMAL COURSE OF
PHYSIOLOGICAL CHANGES
DUE TO AGEING ALONE
Hearing loss comes with ageing
But hearing loss
can occur much earlier
due to occupational exposure
Noise-Induced Hearing Loss
Loss of muscle strength comes with ageing
• But muscle strength can be diminished even in young persons
Occupational Safety and Health is Prevention
• Many occupational conditions are IRREVERSIBLE
• Occupational conditions are PREVENTABLE
ENSURING WORKER WELL-BEING
• “The choice of a starting age for attention should be selected as “young” enough that intervention efforts can be expected to make a difference during the working life.”
Committee on the Health and Safety Needs of Older Workers National Research Council and Institute of Medicine
Occupational Safety and Health ConditionsContact Centers
Occupational Safety and Health in Call Centers
(Secondary Data)
• Musculoskeletal disorders– Linked to poorly designed workstations (Hoekstra et.
al. 1995).– Associated with longer shift duration (Ferreira M and
Saldiva PH, 2002)– Long uninterrupted hours of work with the computer– Invariable and sedentary work (Norman K et. al.
2001)– Low job satisfaction (Most IG, 1999)
Occupational Safety and Health in Call Centers
(Secondary Data)
• Voice disorders– Intensive verbal interaction with clients one of
the contributing factors (Jones K et. al., 2002)
• Eyestrain– Poor lighting conditions and intensive
computer use (Putnam C et. al., 2000)
Occupational Safety and Health in Call Centers
(Secondary Data)
• Problems due to psychosocial and work organization stressors (Putnam C et. al., 2000)– Increased reporting of health disorders– Negative work attitude (boredom, job
dissatisfaction, anger, etc.)
Occupational Safety and Health in Call Centers
(Secondary Data)
• Concern over potential hearing problems (Patel J and Broughton K, 2002)– Exposure to high intensity sound coming from the
headsets– high sound levels in the room from the simultaneous
talking of the employees
Occupational Safety and Health Conditions
Contact Centers in the Philippines
Methods
• Case study of 5 call centers
• Purposively selected employees from one (1) company– Questionnaire to collect data about personal
circumstances, occupational profile, medical and psychosocial conditions
– Company profile• Data will be collected regarding the organization in
terms of size, tasks, type of clients, work organization, working hours, etc. Information on incentive system will also be gathered.
Results
• 5 call centers• Varying tasks of operators
– 1 call center with only interactive computer task (internet online communication)
– 4 call centers both voice and computer
Results
A B C D E
Year Established
1998 2002 2000 1999 1999
Task Intensive interactive computer work (chatting)
Voice and computer
Voice and computer
Voice and computer
Voice and computer
Nature of business
Customer assistance
Telemarketing, outbound
Telemarketing (outbound) and customer care services (inbound)
Telemarketing, mostly outbound
Telemarketing, inbound
Gender Equal proportion of male and female
Equal proportion of male and female
70% female 80% female 75% female
Age of operators
20 - 25 20 - 20 - 35 20 - 25 20 - 25
Results
Hazards Identified
A B C D E
Working Posture
Rapid and repetitive keying, prolonged sitting,
static exertions of neck, torso, elbow
freedom of movement (sit, stand, walk about)
Prolonged sitting, twisting of upper body and neck to view monitor
Prolonged sitting, twisting of upper body and neck to view monitor
Prolonged sitting, twisting of upper body and neck to view monitor
Results
PARAMETERS Frequency of Extreme Posture Observed
Eye position 39 agents with upward gaze
Upper arm position Raised upper arms and elevated shoulders in 43 agents
Lower arm position Elbow flexed in 28 agents
Wrist/Hand position Wrist flexed in 4 agentsWrist extended in 38 agents
Neck position Extremely flexed in 5 agentsErect position in 50 agents
Trunk position 38 agents leaning forward
Working Posture of Call Center Agents Company E (n=55)
Eye symptoms With symptom/s in the last 7 days
With symptom/s in the last 6
months
Smarting 22 (29%) 35 (47%)
Gritty 4 (5%) 8 (11%)
Itchiness 13 (17%) 24 (32%)
Eye pain 15 (20%) 25 (33%)
Redness 16 (21%) 29 (39%)
Tearing 10 (13%) 21 (28%)
Dryness 9 (12%) 15 (20%)
Sensitivity to light 15 (20%) 31 (41%)
Frequency of eye symptoms among call center agents (n=73)
Frequency of musculoskeletal symptoms among call center agents (n=72)
Musculoskeletal symptoms
With symptom/s in the last 7 days
With symptom/s in the last 6 months
Neck 4 (6%) 36 (50%)
Shoulder 2 (2%) 22 (30%)
Elbow - 2 (2%)
Wrist - 10 (14%)
Upper back 4 (5%) 41 (57%)
Low back 3 (4%) 33 (46%)
Hips or thigh 1 (1%) 11 (15%)
Knee - 5 (7%)
Ankle or feet - 7 (10%)
Frequency of hearing and voice disorders among call center agents (n=73)
Hearing and Voice disorders With symptom/s in the last 7 days
With symptom/s in the last 6 months
Ear pain - 12 (16%)
Ringing in the ear - 9 (12%)
Need to raise voice when talking
1 (1%) 15 (20%)
Hoarseness 1 (1%) 35 (48%)
Tiredness or weakness of voice 3 (4%) 53 (73%)
Exerting more effort to talk 2 (2%) 37 (51%)
Cracking of voice 3 (4%) 30 (40%)
Choking sensation 2 (2%) 20 (27%)
Burning sensation in throat - 17 (23%)
Dry throat 1 (1%) 52 (71%)
Complete loss of voice 1 (1%) 4 (5%)
Lesson 6.
Proactive measures are better than reactive
efforts
Work Elements and associated Risk factors of voice disorders
Work Environment
Job Design/ Organization
Individual/Psychosocial
Factors
a. High intensity of background noise
b. Poor room acoustic
c. Low temperature and humidity
d. Poor workplace air causing irritation
a. Prolonged heavy use of voice
b. Fast paced work brought about by automated call routing or dialing system
c. Repetitive reading from long scripts
d. Lack of or inadequate breaks
a. Habit of speaking loudly
b. Smokingc. Frequent intake
of caffeinated beverages
d. Infrequent hydration
e. Infections involving the throat
f. Intake of throat drying medications
Work Elements and associated Risk factors of
hearing disordersWork
EnvironmentJob Design/ Organizatio
n
Individual/Psychosocial
Factors
a. High intensity background noise
b. Noise from headsets
c. Poor room acoustic
a. Long duration of work
b. Infrequent breaks
c. Inadequate number of headsets
a. Poor hygieneb. Lack of
training on proper maintenance of headsets
Work Elements and associated Risk factors of visual fatigue
Visual Display
Work Environment
Work Positio
n
Job Design/ Organizatio
n
Individual/Psychosocia
l Factors
poor image quality, flicker, character size (too small or too big)
a. poor illumination, excessive contrast in visual field, glare, reflections
b. high vertical position of the display which may lead to dryness
c. inappropriate viewing distance between worker and screen, keyboard, document
d. dry air (relative humidity <40%)
e. air movement >0.5 m/sec
upward gaze direction
a. long duration of work , esp. if without breaks
b. high degree of concentration required
c. fast pace of work
d. repetitive and invariable task
a. uncorrected visual deficiencies
b. inadequate training on VDT operation
Work Elements and associated Risk factors of work-related musculoskeletal
disorderPhysical
Work Environme
nt
Workstation Design
Work Posture
Job Design/
Organization
Individual/Psychosocial
Factors
Contributing to improper posture
a. inadequate lighting
b. presence of glare and reflections on the screen
a. chair without proper lumbar support
b. not height adjustable chair and keyboard
c. too high or too low position of monitor or keyboard
d. inadequate workspace
a. static posture
b. repetitive keying or mouse manipulation
c. non-neutral posture
(head or body twisted to one side; wrist flexed or extended; elevated shoulders)
a. long duration of work , esp. if without breaks
b. high degree of concentration required
c. fast pace of work
d. invariable, repetitive task
e. high performance quotas
a. uncorrected visual deficiencies
b. inadequate training on computer operation
c. lack of job control
d. low job satisfaction
Health, Safety and Social Issues
Risk Factors Associated with Night Work
Sleep disorders Continued poor quality sleep
Gastrointestinal disorders
a. Digestive function reduced at night.b. Intake of coffee and other drinks containing caffeinec. Increased incidence of smoking to keep awake at nightd. No access to proper meals at night because canteens are closed at
nighte. irregular meal times and snack
Errors and Accidents a. Decreased alertness corresponding to trough of circadian rhythmb. Sleep debtc. Cumulative fatigue
Substance abuse a. Alcohol used to overcome fatigue and sleep debt b. Amphetamines and caffeine used to keep awake at night
Physical attack Walking very late at night or very early in the morning because public transport may not be available at these times
Disruption in the pattern of social practices
a. Exclusion from events and activities involving the family, friends or community
b. Lack of contact with partners, children and friendsc. Inability to pursue education, sports etc.
Implications of the Study
• Knowledge gained to be used to improve working conditions– In existing and prospective new call centers– Address the OSH problems at an early stage
• Policy/Program Implications– needs of women, mothers, young workers– policies concerning work shifts, esp. prolonged
night work– adequate, on-site medical and health
promotion facilities
Implications of the Study
• Recognition of complex nature of safety and health issues in call centers– Interaction of psychosocial factors with other work
factors – Unique work organization because of electronic
monitoring– High performance standards– Issues on job security
• Compensation implications– Recognition of problems of workers in call centers
• Associated with air quality, ambient noise, noise from headset, human-computer interaction, shift work, etc.
Approach in EnsuringWell-Being of Workers
• Looking at regulatory requirements
• Relevant laws, standards, issuances and guidelines– Enforcement– Implementation– Inspection– Evaluation
• Looking at developmental strategies
• Information• Education• Training• Campaigns• Good practices• Successful cases• Competitions• Demonstrations• Interventions
Participatory approach
Participation and involvement from stakeholders
• Coordinated intervention
• Learning from
– specifications/guidelines,
– scientific data
– best practice
Prevention of disease/injury
Promotion of good health and
safety
Improvement of safety and
health
HEALTHY, SAFE, COMFORTABLE PRODUCTIVITY
“The Link”
Lesson 7.
Prepare yourself