Council staff subjected to ‘aggressive and threatening’ behaviour from members of the public
Concerns over aggressive and threatening behaviour towards local authority staff were raised at a recent council meeting, with councillors hearing that such incidents have, in some cases, led to individuals being barred from council offices.
One councillor also described their personal experiences of being subjected to threatening behaviour over housing-related matters.
Cllr Donna Sheridan told the meeting she had had instances with people, specifically an individual on the social housing list, who was “very volatile” and made threats against her both over the phone and via text messages.
She said she was aware that council staff had been subjected to similar “aggressive and threatening” behaviour.
“We need to acknowledge this and support [the staff]. That can't be tolerated,” she said.
“People get annoyed, and people get frustrated, but people don’t threaten to hurt you physically - physical threats of harm, which I have had.”
Cllr Sheridan said councillors were there to support local authority staff, and that policies should be put in place to protect them.
“We all know it's happening, and it's just not good enough. No one should go into work and deal with that,” she added.
Head of the Castlebar Municipal District, David Mellett, thanked Cllr Sheridan for raising the issue.
He acknowledged that while only a small number of people have behaved in such a manner, any threats or violent behaviour directed towards staff is not tolerated.
“Staff are subject to some rough behaviour from time to time. It's a small percentage, but it’s unacceptable,” he said.
Mr Mellett informed the meeting that policies are in place to protect staff and that, in some cases, this has led to individuals being barred from the housing office.
He also spoke about the emotional toll the role can take on staff, explaining that they do not view those seeking assistance as just cases or numbers.
“They know the families, they listen to their stories, they carry that emotional weight as well,” he said, as he acknowledged the work carried out by staff supporting those seeking housing.
Speaking after the meeting, Cllr Sheridan said it was recognised that people seeking housing are often in stressful circumstances, and that feelings of upset or frustration are to be expected.
She said it can be hard to expect someone to be at their best when they are in a stressful situation, but added that no staff member should be expected to tolerate threats of physical violence.
Building on Mr Mellett’s comments, she explained that while a small number of individuals have been barred from the housing office due to unacceptable or threatening behaviour, such decisions are never taken lightly.
Cllr Sheridan said that in these instances, individuals can nominate a representative to handle housing queries on their behalf, thereby ensuring they receive the service they need while also protecting members of staff.
“I have the option of ending the call on someone being volatile to me over the phone - this is not something I do lightly,” she explained, “The staff in the office can’t walk away. It’s hard on them.”
“We have to provide a service to constituents in need of housing, however staff in the office do not have to be subjected to that kind of abuse,” she added.
This article has been funded by the Local Democracy Reporting Scheme.