Frontline staff in Department of Social Protection face near-daily barrage of hostility
Staff representatives have now called for the legislating of specific offences for people who commit acts of violence against welfare staff.
The extent and range of abuse and violent incidents in welfare offices and job centres are revealed in staff logs obtained by the Irish Examiner.
Gardaí were involved or received reports in 57 of the recorded 120 incidents in 2012 and 37 of 74 incidents last year. Armed gardaí responded in one incident when a fight broke out among armed individuals in Longford. However, there were incidents involving physical violence, smashed items, and serious verbal threats where gardaí were not alerted.
The Department of Social Protection released the record to the Irish Examiner, but said it could not comment on individual cases. Several of the more severe cases also involved attacks on members of the public or fellow clients at welfare centres.
The department said there were no provisions under its legislation on aggression towards staff and these were criminal matters.
One client threatened to shoot welfare employees in Bantry, Co Cork, while a threat was made to rob a staff member while she slept at home in Buncrana, Donegal.
In a centre on the Navan Rd in Dublin, a claimant skipped the queue. When confronted by an employee, the client punched him.
In Meath, a client told a staff member her car would have slashed tyres and the brakes would be tampered with.
In other incidents, clients produced knives at hatches or threw chairs at glass screens.
Welfare inspectors visiting dole claimants’ homes and on inspection trips have also being attacked, it has emerged.
The assistant general secretary of the Public Service Executive Union, Eugene Quinn, said incidents of aggression had increased during the recession.
Very little was being done to dissuade clients from attacking staff, he argued.
Mr Quinn said specific sanctions should be given to aggressive claimants. “We had one individual who had a bullet sent to her father saying that the next one will be in her daughter’s face,” said Mr Quinn.
“It was a live bullet. It was in the border region. It was investigated by the gardaí.
“The department installed security in the individual’s home and she was transferred from the area. It was a very serious threat to her life.
“People who investigate, all they do is issue a report. Somebody else decides on that report. The inspectors themselves don’t make the decision.”
Mr Quinn also told of an individual in the Midlands who had investigated a serious case
“He came out from the supermarket and found acid sprayed all over his car. It was no sooner repaired when a subsequent incident occurred outside his home. That person is now out on stress-related illness.”
Mr Quinn said that if certain claimants had a history of aggressive or violent behaviour, they are referred to bigger offices, where security guards work.
“We would believe some sanction should occur but individuals have rights, too,” said Mr Quinn.
“They [staff] would have great sympathy for somebody who has lost their job. They’re there to provide a base when they’re out of a job and also help them to get back into the labour force.”
The deputy general secretary of the Civil Public and Services Union, Derek Mullen, said that the jury was still out on a move by the department to do away with glass screens at welfare offices.
“We saw a shift in the pattern [of incidents] right in the middle of the crash. Some customers coming in to get claims processed are unhappy. Given their circumstances, it is only natural,” said Mr Mullen.
“But sometimes those involved in criminal activity turn up with weapons.”
Mr Mullen said counselling is made available to staff following serious incidents.
Special arrangements are also made for some clients, he explained. “There are certain criminal types, they are dealt with by post and they may not have to turn up and sign on.”
Both unions said that frontline staff in welfare offices would not speak out because of the Official Secrets Act.
13/01/2012 - Nutgrove, Dublin 14
Client abused and made threatening gestures towards staff. Gardaí attended.
17/01/2012 - Listowel, Kerry
Client threatened to get a gallon of petrol and burn down the building. Gardaí involved.
03/02/2012 - Mallow, Co Cork
Client engaging in a series of threatening and abusive telephone calls to staff in Mallow
28/02/2012 - Longford
Child was assaulted during the course of a melee inside and outside local office. Number of armed individuals involved. Armed gardaí responded.
12/03/2012 - Cobh, Cork
Building defaced and vandalised.
03/04/2012 - Athlone, Co Westmeath
Client threatened to assault employee. Reported to gardaí.
10/04/2012 - Coolock, Dublin 5
Client was agitated and crying, and rocked the bars of hatch as he (wrongly) thought his payment was a week less than it should have been.
13/04/2012 - Laytown, Co Meath
Claimant was attending Laytown health centre when another attendee discharged a fire extinguisher at her head.
13/04/2012 - Bantry, Cork
Client [threatened] verbally to shoot employee. Gardaí involved. Two people were threatened in the incident.
18/04/2012 - Cork
Employee was assaulted as part of a fracas in the homeless unit. Gardaí involved. Two staff assaulted in same incident.
19/04/2012 - Apollo House, Tara St, Dublin
Employee verbally abused by client. Client headbutted the perspex screen.
08/05/2012 - Navan, Co Meath
Customer got angry, hit partition, and broke cleaning sign. He returned to apologise.
10/05/2012 - Togher, Co Cork
Employee was verbally abused by man accompanying female client in clinic.
14/06/2012 - Clondalkin, Dublin 22
Employee encountered intruder in local office.
21/06/2012 - Buncrana, Donegal
Threat to rob staff member while she slept at home
11/07/2012 - Apollo House, Tara St, Dublin 2
Client kicked door on exiting office. Glass panel smashed. Gardaí advised on incident.
11/07/2012 - Wexford
Employee was assaulted by client. Client had to be restrained. Gardaí were involved.
31/07/2012 - Navan Road, Dublin 7
Employee was verbally abused and spat at in the face
13/08/2012 - Sligo
Client broke glass in door of office with his fist. Gardaí were involved.
14/08/2012 - Navan Rd, Dublin 7
Client got aggressive when told his documents did not suffice as evidence that he was looking for work. Jobseekers Allowance was disallowed.
15/08/2012 - Navan Rd, Dublin 7
Client became abusive and threatening, hit counter and glass when questioned. Gardaí called. Client spoken to.
29/08/2012 - Tallaght, Dublin 24
Client was drunk and could not be understood. He slammed chair against hatch and smashed a bottle. Gardaí called.
10/09/2012 - Coolock, Dublin 5
Client became threatening and abusive when informed about his disallowance. Threatened staff member.
11/09/2012 - Navan Road, Dublin 7
Client skipped queue, when caught he confronted employee, threatened him, and punched him. Gardaí were involved.
11/09/2012 - Enniscorthy, Co Wexford
Client’s husband burst into office. Verbally abused staff member and punched door and table. Gardaí were called.
25/09/2012 - Cork
Member of public overheard on phone “threatening to stab someone”. Incident was noted for information only.
01/10/2012 - Navan Road, Dublin 7
Client was assaulted by unknown assailant in public area or local office. Gardaí involved.
06/10/2012 - Mallow, Co Cork
Client phoned employee and used abusive language and threatened to “come after her”. Gardaí notified of incident.
09/10/2012 - Waterford
Member of public was punched and fell to the ground. Plant pot broken.
16/10/2012 - Navan, Co Meath
Client told employee cars in the car park would be smashed and that her car would have slashed tyres and the brakes [would be] tampered with.
17/10/2012 - Waterford
A member of the public found a steak knife on the floor and, following an interview, she threw the knife forcefully into “bowled feature”.
22/10/2012 - Waterford
Local office manager was made aware that disabled toilets were being used as a place to take recreational drugs/alcohol.
31/10/2012 - Navan Road, Dublin 7
Employee was abused by client and partner at hatch. Threat to petrol bomb the office was made. Gardaí were involved.
05/11/2012 - Navan Rd, Dublin 7
Client was threatening staff and had a knife. Gardaí were called. Three staff were involved.
09/11/2012 - Kilkenny
Client became aggressive and abusive when told his claim had been closed. He swore at another employee.
15/11/2012 - Portlaoise, Co Laois
Gardaí responded to call in relation to assault by members of the public on clients of the clinic.
15/11/2012 - Portlaoise, Co Laois
Dispute/assault between clients. Gardaí involved.
23/11/2012 - Clonmel, Co Tipperary
Client entered office/canteen (while office was closed to members of the public). Security called, man left building.
12/12/2012 - Waterford City
Member of public gained access to office.
08/01/2013 - Carrick-on-Shannon, Co Leitrim
Employee was sent a bullet in the post. Gardaí were informed.
16/01/2013 - Navan Rd, Dublin 7
Customer was punched in the head and kicked in stomach. Gardaí were called
14/02/2013 - Clonmel, Tipperary
Employee was threatened with violence by client who said she was going to punch her head in.
12/03/2013 - Tallaght, Dublin 24
Employee and other staff involved in altercation with client. Other clients intervened. Gardaí involved.
08/04/2013 - Oisin House, Dublin 2
Employee was assaulted outside Oisin House by client
29/04/2013 - Drogheda, Louth
Gardaí notified employee of threat made to shoot him as reported by citizens information.
21/05/2013 - Tullamore, Co Offaly
Two members of the public fought in reception area. Gardaí called.
21/05/2013 - Tallaght, Dublin 24
Client claimed she was sexually assaulted while in office. Gardaí called to take statement.
01/07/2013 - Navan, Co. Meath
Employee assaulted by client while processing claim. Gardaí notified of incident.
02/07/2013 - Moville, Co Donegal
Employee reported two incidents of deposits posted through letterbox of office.
23/07/2013 - Kinnegad, Co Westmeath
Employee was confronted by claimant in carpark in intimidating manner. Incident was reported to gardaí.
27/07/2013 - Mallow, Co Cork
Member of public threw brick through window and gained access. Gardaí called and person arrested.
27/08/2013 - Kilbarrack, Dublin 13
Client abusive and pushed PC monitor to floor. Gardaí notified and client was arrested.
28/08/2013 - Tallaght, Dublin 24
Member of public had neck slashed in row outside office. Gardaí arrived.
28/08/2013 - Limerick
Employee verbally abused and attempted assault by client. Removed by security and reported to gardaí.
12/09/2013 - Clonmel, Tipperary
Employee threatened in car park by client.
23/09/2013 - Navan Road, Dublin 7
Client abusive and threw chair at hatch window. Gardaí notified.
06/10/2013 - Tallaght, Dublin 24
Two members of public in row outside office and a knife was produced
08/10/2013 - Tullamore, Co Offaly
Employee received phone call from client who was abusive and threatened to commit suicide.
10/10/2013 - Kings Inn, Dublin 1
Security officer assaulted by client. Gardaí notified of incident.
29/10/2013 - Cork
Members of public staged sit-in. Abusive to staff. Gardaí called.
12/11/2013 - Navan Road, Dublin 7
Claimant reported that she was assaulted and robbed by another claimant.
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