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'Surprise' at job centre assaults 'Surprise' at job centre assaults
(about 10 hours later)
Jobcentre Plus workers in Wales have suffered almost 2,400 physical or verbal assaults over the past three years, new figures reveal.Jobcentre Plus workers in Wales have suffered almost 2,400 physical or verbal assaults over the past three years, new figures reveal.
Plaid Cymru AM Chris Franks, who requested the information under the Freedom of Information Act, said it was a "surprising level" of abuse.Plaid Cymru AM Chris Franks, who requested the information under the Freedom of Information Act, said it was a "surprising level" of abuse.
Incidents included verbal threats, aggressive behaviour, spitting and throwing items around the office.Incidents included verbal threats, aggressive behaviour, spitting and throwing items around the office.
He also fears staff may face increased abuse as unemployment rises further.He also fears staff may face increased abuse as unemployment rises further.
Department for Work and Pensions records divide abuse into categories - verbal, physical and other.Department for Work and Pensions records divide abuse into categories - verbal, physical and other.
One of the offices in the Rhondda Cynon Taf area - somebody went into the office there with an imitation gun John Waters, Public and Commercial Services Union
The third category covers such events as abusive correspondence, hitting screens or throwing items which miss.The third category covers such events as abusive correspondence, hitting screens or throwing items which miss.
During the past three years, 2,110 incidents of verbal abuse were recorded, as well as 41 complaints of physical abuse and 194 other incidents.During the past three years, 2,110 incidents of verbal abuse were recorded, as well as 41 complaints of physical abuse and 194 other incidents.
One of the offices in the Rhondda Cynon Taf area - somebody went into the office there with an imitation gun John Waters, Public and Commercial Services Union
Mr Franks told BBC Wales' The Politics Show: "There were about 2,400 incidents over a three year period. There's verbal threats, there's aggressive behaviour, there's spitting, there's throwing things around offices.Mr Franks told BBC Wales' The Politics Show: "There were about 2,400 incidents over a three year period. There's verbal threats, there's aggressive behaviour, there's spitting, there's throwing things around offices.
"All that type of thing is just not acceptable and the staff members have to be protected.""All that type of thing is just not acceptable and the staff members have to be protected."
The Public and Commercial Services Union (PCS) represents many Jobcentre Plus workers.The Public and Commercial Services Union (PCS) represents many Jobcentre Plus workers.
Its Wales vice chair John Waters said underreporting of abusive behaviour is common, and there has been a marked rise in stress-related absences from work.Its Wales vice chair John Waters said underreporting of abusive behaviour is common, and there has been a marked rise in stress-related absences from work.
Mr Waters knows of a stabbing, of people letting rape alarms off down phones to damage advisers' hearing and of other serious incidents.Mr Waters knows of a stabbing, of people letting rape alarms off down phones to damage advisers' hearing and of other serious incidents.
He said: "One of the offices in the Rhondda Cynon Taf area - somebody went into the office there with an imitation gun.He said: "One of the offices in the Rhondda Cynon Taf area - somebody went into the office there with an imitation gun.
"The office manager did the sensible thing and closed the office."The office manager did the sensible thing and closed the office.
"It was an imitation but the individuals there who were dealing with the person at the time weren't aware that it was an imitation and there was a great deal of distress there amongst them.""It was an imitation but the individuals there who were dealing with the person at the time weren't aware that it was an imitation and there was a great deal of distress there amongst them."
Security presenceSecurity presence
District manager for Jobcentre Plus in south Wales Ian Williams said the abuse figures may seem high.District manager for Jobcentre Plus in south Wales Ian Williams said the abuse figures may seem high.
But he argues Jobcentre Plus in Wales staff see over a million people a year, and that in that context the numbers are relatively small.But he argues Jobcentre Plus in Wales staff see over a million people a year, and that in that context the numbers are relatively small.
There is an acknowledgement of the need to respond to the challenge and money is being spent on that problem Ian Williams, Jobcentre Plus
Mr Williams said: "A lot of these are relatively minor incidents. We're very keen that our staff record all incidents because that enables us to keep a handle on it, to manage it and to ensure they don't recur again.Mr Williams said: "A lot of these are relatively minor incidents. We're very keen that our staff record all incidents because that enables us to keep a handle on it, to manage it and to ensure they don't recur again.
"So I think its got to be seen in that context as well."So I think its got to be seen in that context as well.
"These are not what most people would describe as serious incidents. There are very very few serious incidents.""These are not what most people would describe as serious incidents. There are very very few serious incidents."
Jobcentre Plus managers said the health and safety of staff and clients is a top priority.Jobcentre Plus managers said the health and safety of staff and clients is a top priority.
Over the past three years almost £5m has been spent on employing customer care officers to provide a security presence at Welsh jobcentres.Over the past three years almost £5m has been spent on employing customer care officers to provide a security presence at Welsh jobcentres.
There is an acknowledgement of the need to respond to the challenge and money is being spent on that problem Ian Williams, Jobcentre Plus
But around 50 Welsh offices have closed, some to merge with social security offices.But around 50 Welsh offices have closed, some to merge with social security offices.
The PCS says this has left 30 or so places in Wales without a jobcentre.The PCS says this has left 30 or so places in Wales without a jobcentre.
Union representatives argue this puts more pressure on staff and can inconvenience some clients, perhaps making incidents of abuse more likely.Union representatives argue this puts more pressure on staff and can inconvenience some clients, perhaps making incidents of abuse more likely.
The UK Government has announced a moratorium on plans to close more Jobcentre Plus offices in the light of rising unemployment.The UK Government has announced a moratorium on plans to close more Jobcentre Plus offices in the light of rising unemployment.
Mr Franks said: "There's obviously going to be a huge increase of people going to Jobcentre Plus offices and I think we've got to demand assurances from the UK Government that adequate resources are put in to protect the staff and, indeed, other decent people who are attending the Jobcentre seeking work."Mr Franks said: "There's obviously going to be a huge increase of people going to Jobcentre Plus offices and I think we've got to demand assurances from the UK Government that adequate resources are put in to protect the staff and, indeed, other decent people who are attending the Jobcentre seeking work."
Across the UK the government has promised 6,000 more frontline staff for Jobcentres this year.Across the UK the government has promised 6,000 more frontline staff for Jobcentres this year.
Mr Williams said: "The Department for Work and Pensions is investing in reviewing premises and expanding space to cope with rising volumes of claimants.Mr Williams said: "The Department for Work and Pensions is investing in reviewing premises and expanding space to cope with rising volumes of claimants.
"Clearly those numbers are getting higher. So there is an acknowledgement of the need to respond to the challenge and money is being spent on that problem.""Clearly those numbers are getting higher. So there is an acknowledgement of the need to respond to the challenge and money is being spent on that problem."
Jobcentre workloads will also be increased by the government's welfare reforms.Jobcentre workloads will also be increased by the government's welfare reforms.
They aim to encourage many more single parents and disabled people to work or risk losing benefits.They aim to encourage many more single parents and disabled people to work or risk losing benefits.