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2. PROFESSIONS EXPOSEES

  • Standard : des entreprises de tous les secteurs d'activité
  • Centres d'appels téléphoniques
  • Visionneuses : électronique

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  • L'employeur transcrit et met à jour dans un document unique les résultats de l'évaluation des risques pour la sécurité et la santé des travailleurs.
  • Cette évaluation comporte un inventaire des risques identifiés dans chaque unité de travail de l'entreprise ou de l'établissement.
  • La mise à jour est effectuée au moins chaque année ainsi que lors de toute décision d'aménagement important modifiant les conditions d'hygiène et de sécurité ou les conditions de travail.

3.2. MESURE DE L'EXPOSITION

  • Nombre d'appels journaliers traités, organisation du travail (répartition et durée des pauses)
  • Luxmétrie et luminancemétrie
  • Niveau sonore
  • Température ambiante
  • Hygrométrie
  • Vitesse de circulation d'air
  • Dimensions du poste de travail

4. RISQUES POUR LA SANTE

4.1. ACCIDENTS DU TRAVAIL

  • Non spécifiques

4.2. MALADIES PROFESSIONNELLES

6.2.1. REGIME GENERAL

En cas de travail sur écran associé :

  • Tableau n°57 RG : Affections périarticulaires provoquées par certains gestes et postures de travail

6.2.2. REGIME AGRICOLE

  • Tableau n°39 RA : Affections périarticulaires provoquées par certains gestes et postures de travail

6.3. AUTRES

  • Cervicalgies et dorsalgies
  • Fatigue nerveuse

5. SURVEILLANCE MEDICALE

5.1. SURVEILLANCE REGLEMENTAIRE

5.1.1. VISITE MEDICALE

  • Visite d'embauche puis visites annuelles

5.1.2. EXAMENS COMPLEMENTAIRES

  • Néant

5.1.3. VACCINATIONS

  • Néant

5.2. SURVEILLANCE CONSEILLEE

5.2.1. VISITE MEDICALE

  • Rechercher des antécédents de troubles auditifs, des anomalies de la vue, des troubles musculo-squelettiques

5.2.2. EXAMENS COMPLEMENTAIRES

  • Audiogramme en cas de travail sur standard téléphonique

5.2.3. VACCINATIONS

  • Rappel DTPolio tous les 10 ans

5.3. SUIVI POST PROFESSIONNEL

  • Néant

5.4. DOSSIER MEDICAL

  • Pas de durée réglementaire de conservation du dossier médical mais la prescription en matière de responsabilité médicale est de dix ans à compter de la date de consolidation d'un dommage éventuel.

6. ACTIONS PREVENTIVES

6.1. PREVENTION TECHNIQUE COLLECTIVE

  • Ergonomie du poste de travail avec siàge adapté
  • Eclairage satisfaisant des locaux
  • Ambiance thermique correcte
  • Dispositif mains libres
  • Respect des temps de pause

6.2. FORMATION - INFORMATION - SENSIBILISATION

  • Gestion des conflits
  • Sens de l'écoute

6.3. PREVENTION INDIVIDUELLE

  • Casque mains libres
  • En cas de travail sur écran associé : correction des amétropies et des hétérophories, humidification des yeux

7. REGLEMENTATION

7.1. TEXTES LEGISLATIFS ET REGLEMENTAIRES

  • Arrêté ministériel du 20 octobre 2004 fixant la liste des travaux effectués dans les entreprises agricoles et nécessitant une surveillance médicale. Travaux nécessitant des contacts téléphoniques multiples et répétés avec le public.
  • Circulaire n°10 du 29 avril 1980 relative à l'application de l'arrêté du 11 juillet 1977 fixant la liste des travaux nécessitant une surveillance médicale spéciale
  • Arrêté du 11 juillet 1977 fixant la liste des travaux nécessitant une surveillance médicale spéciale (Travaux d'opérateur sur standard téléphonique, sur machines mécanographiques, sur perforatrices ou visionneuse en montage électronique)

7.2. RECOMMANDATIONS - NORMES - ETIQUETAGE

7.2.1. RECOMMANDATIONS DE LA CNAMTS

  • Néant

7.2.2. NORMES (AFNOR)

  • NF EN 1335. Juin 2000. Mobilier de bureau - Sièges de travail de bureau
  • NF EN 527-1. Mai 2000. Mobilier de bureau - Tables de travail de bureau
  • X 35-102. Décembre 1998. Conception ergonomique des espaces de travail en bureaux
  • NF X 35-103. Octobre 1990. Ergonomie - Principes d'ergonomie visuelle applicables à l'éclairage des lieux de travail

8. BIBLIOGRAPHIE

  • Les centres d'appels téléphoniques. Fiche pratique de sécurité ED 108. (INRS) (2003)
  • Dossier. Centres d'appel téléphoniques. Les galériens du tertiaire. Travail et sécurité, n°627, mars 2003. (INRS)
  • Etude de postes de travail utilisant le couple téléphone-écran dans des services de relation clientèle. Archives des maladies professionnelles, volume 60, n°8, décembre 1999 (Masson)
  • La standardiste. Fiche médico-professionnelle 22. Cahiers de médecine interprofessionnelle, volume 37, n°2 (Docis) (1997)
  • Surveillance médicale des opératrices sur standard téléphonique. Le Concours médical, volume 119, n°34 (1997)
  • Enquête ergonomique sur un poste de standardiste. Cahiers de médecine interprofessionnelle, volume 33, n°3 (Docis) (1993)

AUTEURS : Médecins du travail de l'AMI (75), Nicole Motsch (médecin du travail) (AMETIF) (95)
DATE DE CREATION : Décembre 2001
DERNIERE MISE A JOUR : Décembre 2005

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