"Business as Usual": Child Protective Services Workers' Perceptions and Experiences of and Responses to Client-Perpetrated Violence.

Abstract

Client-perpetrated violence (CPV) against child protective services (CPS) workers is prevalent and problematic for workers and clients leading to psychological distress, physical injury, and compromised service delivery. With accumulating evidence of prevalence and detrimental consequences, few studies examine the characteristics of violent incidents among CPS workers. This study explores how CPS workers perceive CPV through exploring characteristics of incidents that they experienced. We applied components of the stress process model to consider the importance of workers' perspectives when interpreting violence and its effects. We used inductive, thematic analysis to analyze interview data focused on workers' experiences with CPV during their first 3 years as CPS workers. The qualitative subsample (N = 34) was drawn from the Florida Study of Professionals for Safe Families (FSPSF), a statewide, longitudinal sample of recently hired frontline child welfare workers. With few exceptions, workers experienced a variety of physical and nonphysical violence. Some experienced more frequent exposure than others, particularly those who defined yelling as violent. Workers identified predictable patterns of violent circumstances and people, and commonly felt that their agencies treated violence as "business as usual." The high prevalence of violence, often predictable, indicates the importance of promoting a violence-free workplace through agency culture and responding to workers' reports of CPV with empathy and support. In addition, given workers' diverse perceptions of CPV, a manual could provide definitions of CPV, procedures to increase worker safety, and procedures to respond effectively to violence. Skill-based trainings can support workers at all levels to minimize, yet prepare for and handle, violence.