Three Canberra frontline workers share why respect matters this Christmas
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Christmas is a time of celebration and connection. But it’s also a time when stress levels peak.
Between shopping for presents, managing family gatherings, and meeting end-of-year work deadlines, emotions run high and patience runs thin. Financial pressures add to the strain, and it’s no surprise that the festive season can push people to breaking point.
But while many of us wind down for the holidays, frontline workers face their busiest and most challenging time of year. And while workplace violence isn’t a new topic, ensuring workplaces are safe for everyone should be a priority during the silly season.
Here, three ACT Government workers share their stories of workplace violence, giving us a timely reminder that this Christmas, we all need to show a little more compassion. Because violence and aggression are never ‘part of the job’.
Violet (Nurse)
Violet says the rewards of nursing come with significant challenges. Photo: Andrew Ly, Nineteen Creative.
Violet made a brave career change from hairdressing to nursing. Now working in the Slow Stream Rehabilitation ward at the University of Canberra Hospital, she finds joy in the small acts that make a real difference to patients during their recovery.
“I love that it is challenging, it’s interesting and there’s never a dull moment,” Violet says. “A really important part of the job is to really listen to what patients need and to be with them.”
But the rewards of nursing come with significant challenges. Violet and her colleagues regularly face verbal and sometimes physical abuse from patients or their families. While she understands that people in hospital may feel vulnerable, stressed and frightened, the abuse takes its toll.
“Being in hospital can certainly be stressful and frightening and we understand that emotions can run high,” she explains. “But just because we wear a uniform doesn’t mean we are not human.”
When attacked for doing her job, Violet feels ‘sad, shaken, scared.’ She emphasises that all nurses come to work to help people with good intentions, but when they’re not treated with respect, it becomes difficult to provide the care patients need.
“I think there is a public expectation that somehow we should just suck it up and few people consider the impact their words or actions can have on our long-term mental health. But they also need to know that not everything is something a nurse can control and we come to work to try our very best.”
Read more of Violet’s story here.
Thomas (Parking Inspector)
Thomas says some days are hard to recover from. Photo: Andrew Ly, Nineteen Creative.
Thomas loves being a parking inspector with Access Canberra. A former driving instructor, he appreciates the variety of his work and the opportunity to serve the community in ways many people don’t understand.
“We don’t just turn up to work to issue infringements,” Thomas explains. “We serve the community in a greater capacity, which is to help provide Canberrans with safer roads and to ensure that local businesses have the parking access they need.”
His colleagues describe him as kind and considerate, and Thomas loves the pleasant exchanges with people who approach him with questions about parking rules. These positive moments keep him motivated.
However, when Thomas puts on his uniform, some people stop seeing him as the nice guy. He has been screamed at, had tickets hurled in his face, and had to leave areas for his own safety. His colleagues have been physically threatened and had vehicles driven at them at speed.
“Some days are hard to recover from – it’s a lot of adrenaline and my mental health sometimes suffers,” Thomas admits.
“At the end of the day, we are just doing our job. If you are parked illegally or are staying longer than you should in a time-limited spot, there are really good reasons why you shouldn’t do that, and that’s why you may end up with infringement notices.”
“We work for the community and we are friendly Canberrans, often with mortgages, families, friends, pets, hobbies and feelings. We just want to do our job the best way we know how, which also involves community reciprocal respect and knowing that occupational violence is never okay.”
Read more of Thomas’s story here.
Jessica and Mitch (Rangers)
“It does get to you,” says Jess. Photo: Georgie Smith.
Jessica and Mitch are rangers with Domestic Animal Services in the ACT Government, part of a team of 16 rangers responsible for animal safety and community welfare. Both were drawn to the role by their love of animals and desire to serve the community.
Jessica, who previously worked as a motorcycle mechanic and in fire management, enjoys the variety and adrenaline of the role. “The best parts are the accomplishment – when you and your team get the job done by either defusing a confrontational situation, removing a public safety risk, or reuniting a dog or cat home after they have taken themselves for an adventure,” she says.
Mitch, who formerly worked with the Australian Federal Police, agrees that the team dynamic and sense of purpose make the tough days worthwhile. “We definitely feel our efforts make a genuine difference to the ACT community and the welfare of local animals,” he says.
Mitch loves his job, and animals. Photo: Lannon Harley.
But working on the frontline of high-emotion situations involving animals comes with heightened tensions. Both rangers have faced aggressive behaviour, verbal abuse, and threats from animal owners who don’t want to work with them or accept responsibility when their pets have done something wrong.
“You never quite know what you are walking into, and sometimes I need to use my training in de-escalation techniques,” Mitch explains.
“It does get to you, and we are only human,” Jessica admits. “But our workplace has systems of support in place and we know to check in on each other and that we can get help if things get really difficult.”
Despite the challenges, they remain focused on the wins. “We love looking after animals and keeping the community safe,” says Mitch. “The best bit is always reuniting a lost pet with a loving owner and seeing them go home happy.”
Read more of Jessica and Mitch’s story here.
Workplace violence is never okay. Find out more about how you can help make ACT Government workplaces safe for everyone at act.gov.au/campaigns/workplace-violence.
ACT Government employees featured in these articles have volunteered their stories to raise awareness around occupational violence and the impact this has on them and the Canberra workforce. For personal privacy, surnames of interviewees have been removed.
