Acoustic Shock Definition
In lay terms, it is a sonic surge, or shock delivered via a telephone system.
It is caused by a sudden spike or surge of noise at a given frequency that will damage the ear.
The effects vary from a ringing in the ear for a short period of time, to permanent damage of the inner ear affecting the organic mechanisms of balance.
Key factors to record if an incident of acoustic shock occurs
The following information should be recorded:
- Date and time of the incident
- Details of the source of the exposure
- Description of the noise
- Duration of the exposure
- Details of the headset and telephone equipment used
- Whether the incident was electronically recorded (a copy should be kept for future reference)
- Symptoms experienced by the operator directly related to the acoustic shock incident
DWP Guidance
Guidance states that staff who are exposed to acoustic shock incidents should record these as near misses.
If however, the incident causes you an adverse response then the incident should be recorded as an accident/injury using the AR1 form currently (at time of post) found here.
To assist with this staff should follow the Guidance for the completion of Accident, Near Misses and Workshop Health Issues Report Form AR1 which at present can be found here.
In addition to completing the AR1 form any adverse effect should also be reported to your GP for advice.
Further information on Acoustic Shock and good practices for call centres can be found on the HSE website here.
