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Showing 'April 2019: Staff Safety and Difficult Customer Interactions'.
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Managing
Customer
Behaviour
CSG April 2019 Presenter: Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ

Staff Safety and Difficult Customer Interactions

Presentation by: Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, ANZ

Presentation package now available (members only)

Many businesses have seen an upsurge in staff impacted by difficult customer interactions that may place them at risk of a physical or psycho-social illness. This has particularly been the case in the banking industry and is varied across customer contact, whether it is face-to-face or telephone interactions.
ANZ Bank has a strategy in place to keep their staff safe from this risk and this was presented by Kristen Richardson, Wellbeing and Safety Business Partner Team Leader, at a lunchtime presentation to Central safety Group on 9 April, 2019.
The strategy looks at all aspects of staff safety – physical, psycho-social and most importantly the leadership culture shift required to enable this strategy to be successful. This strategy was developed using external consultancy expertise and research across other industries.

The presenter:

Kristen Richardson joined ANZ in mid-2014 and has been in her current role providing Business Partnering wellbeing and safety support across ANZ Australia Division for two years. Prior to that, she was Retail Wellbeing and Safety Business Partner at ANZ. She spent over seven years in senior HR roles with infrastructure company Golder Associates after being with Coles Supermarkets for 10 years as National HS Manager. Kristen started her career in nursing before studying OH&S at RMIT and doing further studies in change management.

 
 

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OHS &
Forensic
Mental Health

CSG July 2025 event - Craig Ramadge, Health Safety & Wellbeing Advisor, Forensicare


OHS & forensic mental health

Presented by: Craig Ramadge, Health Safety & Wellbeing Advisor, Forensicare
Topic: OHS & forensic mental health


How: CSG Hybrid Lunchtime Presentation - via zoom or in person

Date: Tuesday 8 July 2025, noon
Non-Members welcome to attend

OHS & forensic mental health
As many of you know, Victoria is entering a new era of workplace safety with the upcoming implementation of the Occupational Health and Safety (Psychological Health) Regulations, set to take effect in December 2025.
Craig Ramadge’s presentation to Central Safety Group on July 8 will draw on his experience working in the area of forensic mental health to explore the implications of Victoria’s new psychosocial regulations for employers and employees.
These regulations place a stronger emphasis on identifying and managing psychological hazards - including exposure to trauma, violence and high-stress environments - all of which are highly relevant in forensic settings.
Craig will take us through the unique physical and mental health challenges faced by workers in forensic mental health roles, and how the changes to WorkCover Mental Injury claims in Victoria impact these workers.
He will also offer practical strategies for creating safer, more supportive workplaces, with an emphasis on the importance of early intervention, trauma-informed care and organisational resilience.
Whether you work in corrections, mental health services, law enforcement or community support, this session is designed to equip you with insights and tools to better protect psychological wellbeing in your workplace.

About the Speaker:

Craig Ramadge is a qualified OHS practitioner, who has been Health Safety & Wellbeing Advisor with Forensicare for the last 15 months.
Prior to that he had over 12 years’ experience across multiple Australian jurisdictions, working in a range of sectors, including higher and vocational education, construction, manufacturing, health, and utilities.
Craig holds a Diploma of Occupational Health and Safety from RMIT University; a Bachelor of Arts from La Trobe University, and is a certified WHS Management Systems Lead Auditor with SAI Global.
Craig is a committee member of Central Safety Group.

Date: Tuesday 8 July 2025
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne. Our thanks to Helen O'Keefe for providing the venue.
How: In person or online via Zoom - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 7 July 2025. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 7 July.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 7 July 2025.

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