In Norfolk County, new rules call for respect for staff: ‘long overdue’

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Norfolk County residents are warned: if you misbehave on public property, you could be fired.

The southwestern Ontario municipality’s new “respect and responsibility policy” says county employees “have the right to feel safe” at work, and that inappropriate behavior by residents and visitors – ranging from swearing and threats of violence, harassment and vandalism – “will not be tolerated”. .”

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The policy applies to any interaction between county staff or contract employees and the public, whether at a service counter or public meeting, inside an arena or hockey museum , or by communicating by telephone, email and social media.

Staff can refuse service to aggressive residents and order them to leave county property if the behavior persists, calling the police if they refuse to leave.

Residents who disrespect staff or other users may be subject to suspension of municipally operated programs and denial of access to county facilities or offices, and may be held liable for any property damage caused. ‘they talk.

“We are a public institution. We are here to serve the public. But it has to be done in a way that is respectful to both parties,” Norfolk’s top official, Al Meneses, said in an interview.

“Staff must treat the public with respect. And the public, when they come in, I know sometimes they’re frustrated, but they need to register their complaints and treat the staff in a respectful way.

Residents who believe staff have acted inappropriately can also file a complaint and launch an investigation by contacting Service Norfolk – the county’s customer service department – ​​or the police in an emergency.

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A person evicted from city property due to alleged inappropriate behavior can appeal to Meneses, who would hear both sides and make a decision.

The CAO has the final say on sanctions, including whether residents will be suspended or banned, and for how long.

Meneses downplayed concerns that the policy gives the CAO too much unilateral authority over residents’ access to city services, adding that residents who feel unfairly sidelined could appeal to the council to review the decision of the CAO.

Meneses said the policy was not driven by a sharp increase in Norfolk residents attacking frontline staff, but that rules were needed to protect residents and staff.

“I think society in general, post-COVID, has become a little more nervous, and we’re seeing some of that,” Meneses said.

“There have been instances where staff feel they have not been supported – that they have been treated disrespectfully by members of the public. And we want to make sure that our employees feel that they are working in a safe environment and that they feel supported by us.

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The policy – ​​more than a year in the making – also specifies how city staff should treat all residents and visitors who interact with the county.

“Arriving residents deserve the same level of respect and courtesy,” Meneses said. “This is a respectful workplace policy that also impacts our staff, ensuring they interact properly and respectfully with members of the public. »

In a statement, Mayor Amy Martin called the policy “long overdue.”

“This policy underscores our commitment to fostering a safe, respectful and inclusive environment in all county spaces and facilities,” Martin said. “By clearly setting expectations and emphasizing accountability, we can work together to continue building a vibrant community built on mutual respect. »

JP Antonacci is a local journalism initiative reporter based at the Hamilton Spectator. The initiative is funded by the Government of Canada

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