Hospitality Industry Insurance & Trinity Insurance OVA Community of Practice
Welcome to the Hospitality Industry Insurance (HII) & Trinity Insurance (Trinity) Occupational Violence and Aggression (OVA) Community of Practice resource page.
Supported by HII and Trinity, and delivered by Transitioning Well, this community is designed to provide a practical, peer‑led space for learning – grounded in real‑world experience and evidence‑based practice.
As a member of the Community of Practice, you will:
- Connect with peers and practitioners managing OVA risks across a range of sectors
- Learn from practical case examples and applied, evidence‑informed approaches
- Strengthen your organisation’s capability to prevent and respond to OVA
- Contribute to shared learning in a trusted, facilitative environment focused on translating insight into action.
Members will have opportunities to connect with others across sectors, deepen capability, and translate insight into action in their own workplaces.
Key Dates
We look forward to connecting us a group to share learnings, gather insights, and work together to manage and control the risk of occupational violence and aggression in our collective workplaces. Please earmark the following dates in your diary for community of practice sessions:
- 20 July – whole-group online session (virtual)
- 25 August – sub-group sessions (virtual)
- 16 September – face-to-face event (Sydney)
- 20 October – masterclass (virtual)
- 23 November – program wrap up (virtual)
We'll send out invitations for each of these events closer to the date, so keep an eye on your inbox for emails from Transitioning Well.
Helpful Resources
Resources
- Occupational Violence and Aggression Health Check (Trinity Insurance)
Provides a quick and easy assessment of the risk level of OVA in your workplace. - Occupational Violence and Aggression Health Check (Hospital Industry Insurance)
Provides a quick and easy assessment of the risk level of OVA in your workplace. - The Rising Tide of Occupational Violence & Aggression in Retail (Transitioning Well)
Draws insights from a webinar on occupational violence and aggression featuring Dr Kim Hamrosi, CEO, Corporate Mental Health Alliance; Angela Konstantopoulos, General Manager – Health, Safety & Wellbeing, Coles; Georgie Chapman, Partner, HR Legal; Keith Govias, Workplace Health & Safety Manager, Employers Mutual Limited; and Dr Leah Collins, Clinical & Health Psychologist, Transitioning Well. - Bunnings Owner Reports 13,500 Threats, 1000 Staff Assaults in a Year (Australian Financial Review)
Delves into reports from Wesfarmers on violence towards staff in 2025. - Preventing Workplace Violence and Aggression Guide (Safe Work Australia)
Provides information on how to manage the risk of violence and aggression in the workplace, including gendered violence. - Prevention and Management of Work-Related Violence and Aggression in Health Services (Workplace Health and Safety Queensland)
Aims to help health service employers understand their duties under the WHS Act. - Respect & Resilience: Development, Implementation and Program Evaluation (iCare)
Outlines the prevalence of customer misbehaviour and the impact these behaviours can have on people, business and the wider community. - Respect & Resilience in Retail and Fast Food (iCare)
Approaches to reduce the incidence, and employee impacts of dysfunctional customer behaviour. - Factsheet: Respect & Resilience in Retail and Fast Food (iCare)
Identifies a number of opportunities to prevent, and reduce the impact of, dysfunctional employee-customer interactions.
Case Studies
- Case Study: Equipping Employees to Manage Challenging Customer Interactions (Transitioning Well)
Delve into Transitioning Well's work to support AGL's call centre staff with challenging customer interactions. - Case Study: Empowering Leaders through MECCA Magic (Transitioning Well)
A deep dive into work with MECCA's leadership team to build capability and support in their leaders. - Case Study: Occupational Violence and Aggression (Transitioning Well)
Insights into how Transitioning Well supported a national logistics company's call centre teams in responding to complex customer interactions.
Read Something Interesting Recently?
If you've seen something that you think the Community of Practice (COP) will find interesting, please send the link to learning@transitioningwell.com.au so we can share the resource with the COP.