Incident at work

[biscuitsfordinner]

I had an incident at work this morning and now I'm starting to worry about it.
Essentially, a few weeks ago I had to deal with a "customer" who was very threatening both in person and later during a phone call. He had previously been aggressive to another member of staff. He then raised a complaint about how we had (a colleague and I) handled an incident relating to him. His reports were factually incorrect but management have acquiesced to all of his demands. They appear to have disregarded many of our policies in doing so but have also failed to inform us of this. They also gave less than 48 hours notice to get things in place.

This morning I was directed to meet this individual to allow him access to the premises. Straight away he was rude and aggressive. He told me that XYZ would be happening and that he would be complaining if it didn't. XYZ is completely against our policy along with it being a potential safeguarding risk. He said that he had been told this was fine by management. When I stated that I would need to seek clarification from management he continued to be rude and aggressive until he left. He was very intimidating.

I was incredibly upset. I totally feel like I was thrown under a bus with no consideration for my wellbeing. I emailed all managers stating what had happened and that I was not pleased that I had been put in this position.

Writing this down, I know really that I'm not unreasonable but I'm starting to doubt myself. AIBU and what, if anything, would you do going forwards? I have already said that I will not be dealing with this man again.

Do you belong to a union? If not phone ACAS for advice.

You haven't given an indication of what sort of clients you are dealing with so it's hard for people to give you advise.

Are you in the public/voluntary sector or private sector?

Btw I know people who have been threatened in both.

Reugny I'm public sector

candlewhickgreen I am in a union and I've been trying to speak to my union rep but there is never enough time.

I'd be very clear about your concerns about it being a potential safeguarding risk and that you need to seek further advice.

If you can't contact your union, does your employer have a legal department where you can ask for further advice.

It sounds dodgy as anything and you will no doubt be held accountable if and when it goes tits up as your managers sound useless.

If all else fails advise you are considering making a safeguarding referral and the reasons why. Also make sure you've kept all emails and written correspondence regarding this matter and your concerns.

If this is NHS submit a RADAR report immediately.

I think it sounds more like a school issue with an angry parent. Not unreasonable to ask not to be in that situation again and better to have two people present at all times for this kind of thing so there’s no false information

Sorry you went through this

Ensure that every single aspect is documented and sent to the relevant people. When asked to do something against policy, get it in writing I.e. when speaking to you earlier I was advised to do x which is not aligned with policy y in respect to a,b,c. Please provide confirmation of your instruction.
OR, I was instructed by yourself to do x, and I advised it was not in alignment with policy y, in relation to a,b,c. I am providing g this communication for your record.

Well done for standing your ground and not allowing xyz just on his say so / demand.

I know you’ve emailed your management already, but make sure you write, and keep, contemporary notes of everything that happened (including the actual content of the first call, as you recall it).

Your employers owe you (and children / whoever the safeguards are in place for) a duty of care. Is there a higher tier of management you can alert if your line managers continue to allow him inappropriate / unsafe access to your facility?

TU rep here, you need to complete an incident report. I would also suggest raising a grievance stating that policy/procedure haven't been followed and asking for any relevant risk assessments to be updated. If this person has a history of this behaviour there should be measures in place to handle them and their expectations of the service you and your colleagues provide.

Your employer has a duty of care to keep you safe. That includes consideration for your mental wellbeing as well as your physical safety. They shouldn't be putting you in a position where you potentially feel at risk. They also shouldn't be ignoring their own policies. Where exceptional arrangements have been made for difficult clients/customers, they should communicate exactly what has been agreed in writing, with any additional information about how specific risks should be managed etc.

Document everything in writing and ask for clarification on exactly what has been agreed, how they want you to respond to any challenging behaviour, what safeguards are in place etc. And seek clarification regarding the policies that seem to be being disregarded.

We deal with difficult clients in work all the time. My first priorities are to minimise any risks and to ensure that staff feel safe and supported. They need to know that we have their backs. It's clear that you don't feel this right now, so it is entirely reasonable to push back.

I manage a service and we have zero tolerance to verbal abuse. We have removed "customers" from accessing our service because of their behaviour. We have followed a clear documented process gathering evidence of abuse, attempts to descalate, attempts to set boundaries and attempts to support staff. I have also always attended the times the "customer" is booked for to ensure staff supported and any behaviour managed. Often this is successful in stopping members of the public bullying public sector workers. Not always and ta ra to those customers who are usually shocked that their right to access the service is conditional on behaviour. They have alternatives using services in other counties.

Too many people think public sector (I pay your wages) means "suck it up buttercup." Sounds like your managers have indeed thrown you under a bus.

Gather the info as above. Lay it out clearly identifying the risks including your own safety and emotional well being, the risks to other service users and your safeguarding concerns and put in writing asking for their policy on managing these situations