Nationwide Group—How Duress Eagle Improved Safety and Response for Impound Staff
Key Takeaways
Challenge: Nationwide Group faced increasing violence and aggression towards their drivers and impound staff, particularly those working in the Clearways of Melbourne CBD.
Solution: The Duress Eagle body-worn camera provided video footage, live updates, and audio recording to enhance security and assist in de-escalation efforts.
Outcome: Since implementing Duress Eagle, police response times have improved, and staff now feel significantly safer, knowing they have real-time video evidence to rely on.
The Challenge
Nationwide Group, a leader in roadside and towing services, was facing a serious safety issue. Their lone workers, including drivers and impound staff working in the Melbourne CBD Clearways, were increasingly subjected to violence and aggression from members of the public. The volatile nature of these encounters left these lone workers vulnerable and at risk, highlighting a growing need for a safety solution that could protect them in real-time.
Sophie, the HSE Business Partner, recognised that relying on verbal reports alone wasn’t enough to deter aggressive behaviour or secure timely assistance from law enforcement. They needed a safety solution that would provide video, audio, location with real-time updates to capture incidents and support de-escalation efforts.
The Process
After careful consideration, Nationwide Group chose the Duress Eagle body-worn camera to equip their drivers and impound staff. The decision was largely driven by the live video recording feature, which allowed for real-time updates and provided irrefutable evidence during confrontations.
During the onboarding process, staff found the device easy to use, and they especially appreciated the battery life and seamless video and audio functionality. The setup process was smooth, though Sophie noted that the Duress portal was a bit difficult to navigate and could be simplified. Despite this, the team quickly adapted to the system and was able to integrate the body worn camera’s use into their daily operations.
Training sessions focused on using the Duress Eagle to capture incidents, de-escalate aggressive situations, and support their lone working staff in high-risk environments. This proved invaluable, as staff began to feel more confident knowing they had a safety tool that provided real-time support especially in times of an emergency.
The Outcome
Since rolling out the Duress Eagle body-worn cameras, the impact has been significant. Staff now feel much safer, with Sophie reporting that:
“Police are responding quicker to incidents—we used to call police ourselves, and they wouldn’t attend.”
The ability to capture live video, audio and locations recordings has not only improved the response from law enforcement but has also provided valuable training material for Nationwide Group. Reviewing footage has helped staff better understand how to handle aggressive encounters and de-escalate situations effectively.
While the duress portal could benefit from simplification, the core features of Duress Eagle have been highly effective in enhancing safety and improving response times. Staff now have greater peace of mind, knowing that they are protected and connected when they need it most.
Quotes and Stats
"Amazing and innovative technology." – Sophie, HSE Business Partner, Nationwide Group
Satisfaction with Duress training: 99%
Overall sense of team safety improvement: 99%
Likely to recommend Duress: 10/10
Key Stats Highlight:
100% improvement in police response times after implementing Duress Eagle.
10/10 rating for improved staff safety since implementation.
10/10 likelihood of recommending Duress to other organisations.
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