Lessons from Denva Wren at the OHS Leaders Summit 

At the recent OHS Leaders Summit in New Zealand, Denva Wren, the Head of Health, Safety, and Wellbeing at Woolworths, shared insights that left an indelible mark on all those in attendance. In her compelling speech, she peeled back the layers of workplace safety, not just in the traditional sense but also through the lens of tackling retail crime, improving team wellbeing, and shaping a safer, more supportive environment for employees. Her words, though spoken within the context of retail, resonate far beyond any single industry or region. 

For those of us in the EHS field, the themes Wren touched on offer a blueprint for tackling some of the most complex and emotionally charged challenges we face. At HSI Donesafe, we understand that effective EHS management isn’t just about compliance or policies—it’s about human beings. It’s about people in our workplaces, their mental and physical health, and how we, as organizations, protect them from harm. 

The Unseen Risks in Retail  

As Wren explained, the modern-day retail worker faces risks that most people wouldn’t typically associate with a “normal” job. The dangers in retail aren’t always physical; they’re often psychological, emotional, and sometimes even social. From frontline workers in checkouts to those managing self-service pits, the burden of safety is shared by all, but the type of risk each person faces can vary. 

Wren opened by illustrating a scenario many retail employees can relate to: the use of body-worn cameras, earpieces, and duress buttons. To some, these tools are lifelines in dangerous situations; to others, they’re additional controls that create a sense of isolation and stress. Imagine, for a moment, being a checkout operator with all of these controls and wondering if you’re pressing the right button at the right time. The stress and confusion can easily add to the overwhelming pressure of ensuring customer satisfaction while staying safe. 

Listening to Employees 

The Power of Empathy 

Wren made a powerful point about the importance of listening—truly listening—to employees. She explains at Woolworths, it’s not just about implementing safety measures; it’s about understanding how those measures affect the people they’re meant to protect. For example, implementing tools like body-worn cameras isn’t a simple “one-size-fits-all” solution. Wren urged businesses to be more thoughtful about who wears this equipment and when. “Let’s work out who is best suited to wear this equipment or what tasks they’re doing at the time,” she explained.

This insight is particularly relevant for organizations using software like HSI Donesafe, which is designed to manage risk but also provides avenues for employee feedback. Safety systems aren’t truly effective unless they’re actively shaped by the lived experiences of those who use them. By capturing employee input on safety tools and processes, businesses can adjust their approach to minimize discomfort and maximize effectiveness. We encourage you to listen to your employees and make data-driven decisions that reflect those insights. 

“Employees need to trust that when they speak up, something will change. At Woolworths, we worked hard to make that trust a reality.”

The Ripple Effects of Crime 

A major part of Wren’s speech delved into the troubling reality of retail crime. For businesses like Woolworths, theft, vandalism, and violent incidents aren’t isolated issues—they have a ripple effect that harms employees, customers, and the broader community. From theft of deodorants in Northern Territory supermarkets to violent altercations at checkout lanes, the rise in retail crime has forced many organizations to rethink their security approaches. 

Wren shared a deeply emotional story about a teenager tragically killed due to “chroming”—the inhalation of chemicals from deodorants to get high. It’s a stark reminder that the consequences of retail crime extend far beyond the immediate business impact. The people involved in these crimes—whether they are customers, workers, or community members—are deeply affected, and the safety of all is compromised. 

Wren discussed the importance of Crime Prevention Through Environmental Design, which focuses on improving physical spaces to reduce the opportunity for crime. Effective use of lighting, line of sight, and safe entry and exit points can create a space where employees feel secure and customers are less likely to engage in criminal behavior.  

Balancing Safety with Customer Experience 

A key challenge Wren identified was the tension between customer experience and employee safety. As a retailer, you want to provide a welcoming environment for customers, but when safety becomes compromised, the balance tips in favor of protection.  

The key takeaway here is the importance of finding solutions that work for both customers and employees. Wren’s focus on safety in design and team preparedness underscores the need for a proactive rather than reactive approach. 

Building Team Resilience 

Wren also shared Woolworths’ efforts to build resilience within their teams. Safety training and conflict resolution are now embedded into team culture at Woolworths, with “conflict weeks” where employees learn to manage high-risk situations. The goal is not just to protect employees physically but to empower them to handle difficult interactions with confidence. 

“At Woolworths, we realized that leadership isn’t just about hitting KPIs—it’s about creating environments where every team member feels seen, supported, and safe.”

HSI Donesafe’s robust platform offers organizations a way to integrate safety training and conflict management directly into their everyday operations. It’s about creating an environment where employees know what to do, who to turn to, and how to access support quickly when they need it. 

A Collaborative Approach to Safety 

Wren’s emphasis on collaboration, both within the organization and with external stakeholders, struck a chord. Woolworths’ participation in the Retail Crime Unit and other community-focused initiatives reflects a broader shift towards cross-sector cooperation. Wren shared that companies across retail, banking, and FMCG industries are learning from one another to share best practices and improve security measures. 

This concept of collaboration is especially relevant in the EHS field, where safety is rarely the responsibility of just one department. Collaboration between HR, security, IT, and health and safety teams is essential to ensure a holistic approach to workplace safety. HSI Donesafe facilitates this collaboration by providing a centralized platform where all stakeholders can track, report, and address safety risks, whilst gathering input from all staff members.  

Shaping the Future of Retail Safety 

As Wren’s speech concluded, she left the audience with a powerful question: How can we evolve from an arms race of “target hardening” to a more holistic, community-driven approach to safety? This is a challenge every business, not just in retail, must consider. The future of workplace safety doesn’t lie in relying on single solutions, but in building multi-layered strategies that protect employees while fostering community connections. 

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At HSI Donesafe, we believe that the future of workplace safety is collaborative, data-driven, and empathetic. By taking a thoughtful, multi-faceted approach to safety, we can create workplaces where employees feel supported, valued, and safe. Let’s work together to protect not just the business, but the people who make it thrive. 

Ready to strengthen your workplace wellbeing? Get in touch with us to explore how HSI Donesafe can help you build a safer, healthier, and more resilient environment for your team.