Musculoskeletal disorders (MSDs) are identified as a principal risk associated with display screen equipment work.  Compared to many typical office workers, call handlers may be at a higher risk of experiencing MSDs, because they use display screen equipment so intensively and have less opportunity to take breaks from using the computer either through a change of activity or a rest.  Consequently, risk assessments should give careful consideration to MSDs and measures which reduce the chances of them occurring.

Training: If the risk of MSDs is to be reduced long term, training call handlers how to use workstation equipment properly and how to adjust it to meet their needs is vital.  Call handlers should receive training on all aspects of display screen equipment at induction, not just how to adjust the chair and screen height, and their knowledge should be refreshed from time to time to prevent bad habits developing.  They should also be trained how to use any new or unfamiliar equipment particularly any specialist equipment such as chairs and keyboards that have been identified as necessary in their DSE assessment.  Call handlers could also be made aware of the advantages of regularly changing posture and stretching whilst at the workstation rather than sitting for long periods in one position.  Back Care The National Organisation for Healthy Backs describes some exercises in their leaflet entitled 'Back in the office'.  Training should make the link clear between the risk of MSDs and not setting up a workstation to an individual's requirements, not taking breaks away from the workstation, and poor environmental conditions such as being too cold or sitting in a draught.  Call handlers should also be provided with information on the factors associated with MSDs and the preventative measures.  Training and information on MSDs should be provided after consultation with employees or their representatives.

Legal Requirements and Recommendations: The requirements in DSER for risk assessments, workstation minimum requirements, breaks, information and training are all relevant to prevention of MSDs in call handlers.  Working practices that may substantially increase or decrease the risk of call handlers experiencing MSDs should only be introduced after consultation with call handlers or their representatives.  Although there is, currently, no duty to provide health surveillance for MSDs, procedures such as self-reporting of symptoms by employees and checking sickness absence records should be used to ensure MSDs are identified and dealt with promptly.  The procedure for self-reporting of symptoms should be clear and easy.  The reports should be taken seriously and the complainants should be kept informed of any actions or decisions.  Any medical assessments should be treated in confidence.

User Comments: There were a number of comments on the inability to adjust chairs and how this resulted in discomfort.  An insufficient number of footrests also meant call handlers were uncomfortable for part - until others left and a footrest became available - or all of their shift.

Good practice:

• Train call handlers to stretch and change posture while on the telephone at their workstation to release muscular tension and help prevent MSDs. Encourage them to do this with an on-screen prompt.
• Introduce health promotion and education and health MOTs. (HSE)