Staff working at social welfare offices were exposed to Covid-19 by members of the public on 129 occasions during the first several months of the coronavirus crisis.
Civil servants working for the Department of Social Protection reported 129 incidents of customers coming into their offices when they should have been self-isolating or restricting their movements in 2020.
Staff working in social welfare offices worked on the frontline of the Covid-19 pandemic since it took hold in March 2020 and assisted people seeking the Pandemic Unemployment Payment, the Enhanced Illness Benefit payment and other wage supports.
Data released to the Irish Daily Star under the Freedom of Information Act shows that a total of 442 incidents were reported to the Department of Social Protection by members of staff in 2020.
More than a third, 165, of incidents related to abusive behaviour. Exposure to Covid-19 was the second most reported incident.
Threatening behaviour was reported on 70 occasions while distressed customers were reported 41 times.
Staff reported their concerns for customers on 15 occasions while 12 accidents were also reported. Some six assaults were reported along with four physical injuries.
There was a 25% decrease in incidents reported last year compared to the 589 incidents reported in 2019.
However, many social welfare offices and Intreo centres operated on reduced opening hours or on an appointment-only basis in the midst of the Covid-19 crisis.
Customers were encouraged to use the online portal to apply for Covid-19 related income supports instead.
The Department of Social Protection has around 7,000 staff members and engages with around two million customers per year.
A spokesperson for the Department of Social Protection said: “In the event of an accident or incident involving a member of staff, a threat to, or assault on a member of staff, the immediate line manager should discuss the matter with the member of staff immediately.
“It is important to determine how the event has affected the staff member. It may be necessary to ensure his/her safety on leaving the office if he/she feels upset.
“In the case of a threat or assault, if the incident occurs while an officer is working on outdoor duties they should put a safe distance between themselves and the assailant and contact their line manager or another senior officer if their immediate line manager is not available.
“The manager of any officer involved in such incidents should establish the immediate needs of the officer having regard to the particular circumstances and situation including determining whether there is physical injury and seeking medical assistance, in the case of threat or assault reporting the issue to the Gardai and ensuring that the officer involved reaches home safely.”
It is understood that the Department of Social Protection writes to customers, where warranted, informing them that their behaviour is unacceptable and sometimes imposing certain conditions as a result of the incident.
The Employee Assistance Officer may also be made available to the staff member.
The Civil and Public Services Union previously said that it believed the risk to staff members’ safety has increased in recent years.
It called on the Government to exercise their responsibility as employers to reduce and eliminate this serious risk to its members.
