LGOIMA Request Details: LG1891
Date received: 06/12/2019
Requested information: Council abuse in 2019
Status: Complete
Date responded: 18/12/2019
Response:
1. How many incidents of verbal and physical abuse against council staff were recorded in 2019
6 incidents were recorded
2. What roles were the affected staff employed in, and what activity were they involved in at the time?
Library Experience Representatives – 2
Pool Attendants and Aquatics Experience Representatives – 3
Business Support Officer – 1
3. How many staff were injured and/or required medical attention?
None as they were all verbal abuse.
4. How many incidents were reported to police, and what was the outcome of any police investigations?
Two incidents reported to Police. One trespass notice issued and one discussion with Police and parents over supervision.
5. Please provide an in depth description of each incident:
Aggressive customer at Front of House x 1
A customer at the front counter was very loud, persistent, abusive and acted inappropriately towards an MDC employee.
Aggressive customer at Makino Aquatic Centre x 3
A family entered the complex and were served by the staff. Staff member advised what lanes were available at the time swimming and the adult started to yell and was aggressive to the staff. The adult yelled that they shouldn’t have to pay to use the facilities. They did end up paying for the children to swim.
A trespassed person managed to enter the facility before being spotted by staff and asked to leave. They left and then came back shortly later and verbally abused the staff.
A customer had an argument with a number of other customers over a ball. The customer then threatened to stab the other customers with the pocket knife in her bag. The staff intervened and were then verbally abused by the customer. An adult was called to come and take the customer home.
Aggressive customer at Feilding Public Library x 2
An adult was upset that programme attendees received a free coffee and became abusive to the attendees. The manager stepped in and asked the adult to leave the building. The adult continued to be abusive towards the manager who advised they would be trespassed if they did not leave.
Adult was asked to take their McDonalds food outside. The adult then started being verbally abusive and accused the staff member of being racist. They then approached the multicultural group and told them they were racist and lucky they could have a free coffee.
6. Is the incidence of abuse increasing or decreasing?
Less than last year
7. What steps do the council taking to ensure staff are safe from abuse at work?
All reported instances of significance are investigated, and appropriate action taken to ensure staff safety, minimise reoccurrence risk and to ensure the staff member is appropriately support. MDC has a Managing Aggressive and Threatening Situations Policy, and we regularly run training for staff.
6 incidents were recorded
2. What roles were the affected staff employed in, and what activity were they involved in at the time?
Library Experience Representatives – 2
Pool Attendants and Aquatics Experience Representatives – 3
Business Support Officer – 1
3. How many staff were injured and/or required medical attention?
None as they were all verbal abuse.
4. How many incidents were reported to police, and what was the outcome of any police investigations?
Two incidents reported to Police. One trespass notice issued and one discussion with Police and parents over supervision.
5. Please provide an in depth description of each incident:
Aggressive customer at Front of House x 1
A customer at the front counter was very loud, persistent, abusive and acted inappropriately towards an MDC employee.
Aggressive customer at Makino Aquatic Centre x 3
A family entered the complex and were served by the staff. Staff member advised what lanes were available at the time swimming and the adult started to yell and was aggressive to the staff. The adult yelled that they shouldn’t have to pay to use the facilities. They did end up paying for the children to swim.
A trespassed person managed to enter the facility before being spotted by staff and asked to leave. They left and then came back shortly later and verbally abused the staff.
A customer had an argument with a number of other customers over a ball. The customer then threatened to stab the other customers with the pocket knife in her bag. The staff intervened and were then verbally abused by the customer. An adult was called to come and take the customer home.
Aggressive customer at Feilding Public Library x 2
An adult was upset that programme attendees received a free coffee and became abusive to the attendees. The manager stepped in and asked the adult to leave the building. The adult continued to be abusive towards the manager who advised they would be trespassed if they did not leave.
Adult was asked to take their McDonalds food outside. The adult then started being verbally abusive and accused the staff member of being racist. They then approached the multicultural group and told them they were racist and lucky they could have a free coffee.
6. Is the incidence of abuse increasing or decreasing?
Less than last year
7. What steps do the council taking to ensure staff are safe from abuse at work?
All reported instances of significance are investigated, and appropriate action taken to ensure staff safety, minimise reoccurrence risk and to ensure the staff member is appropriately support. MDC has a Managing Aggressive and Threatening Situations Policy, and we regularly run training for staff.