Social service workers’ experiences of violence from service users (client-engaged violence) in social service workplaces are serious and pervasive issues that demand responsive and effective organisational interventions. However, organisational factors and characteristics that have an effect on worker experiences of client-engaged violence are poorly defined. This study utilised a quantitative design to identify and measure aspects of the organisation that prevent client-engaged violence and support workers in building healthy and safe workplaces. Participants (n = 1,574) from various publicly administered social services departments were surveyed to assess the effect of ‘workload’ (workload quality); ‘supervisory dynamics’ (equality, involvement, support and attentiveness); ‘team dynamics’ (intrapersonal team functioning and interpersonal team functioning) and ‘workplace safety culture’ (workplace safety values) on direct and indirect experiences of client-engaged violence. Results from multivariate analysis show that workload characteristics and organisational cultural values of workplace safety had a significant effect on worker experiences of client-engaged violence. The results highlight the importance of creating organisational policies and procedures that support workers in managing workloads and promoting a culture of safety within the work setting.

中文翻译：

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社会服务工作者与服务使用者接触时的直接和间接暴力体验

社会服务工作者在社会服务工作场所遭受服务使用者的暴力（服务对象参与的暴力）是严重且普遍存在的问题，需要有针对性和有效的组织干预。然而，影响员工参与来访者暴力体验的组织因素和特征定义不明确。本研究使用定量设计来识别和衡量组织中防止客户参与的暴力和支持工人建立健康和安全工作场所的方面。对来自各个公共管理的社会服务部门的参与者（n = 1,574）进行了调查，以评估“工作量”（工作量质量）的影响；“监督动态”（平等、参与、支持和关注）；“团队动力”（内部团队运作和人际团队运作）和“工作场所安全文化”（工作场所安全价值观）关于客户参与暴力的直接和间接经历。多变量分析的结果表明，工作场所安全的工作量特征和组织文化价值观对客户参与暴力的工人体验有显着影响。结果强调了制定组织政策和程序以支持工人管理工作量并在工作环境中促进安全文化的重要性。多变量分析的结果表明，工作场所安全的工作量特征和组织文化价值观对客户参与暴力的工人体验有显着影响。结果强调了制定组织政策和程序以支持工人管理工作量并在工作环境中促进安全文化的重要性。多变量分析的结果表明，工作场所安全的工作量特征和组织文化价值观对客户参与暴力的工人体验有显着影响。结果强调了制定组织政策和程序以支持工人管理工作量并在工作环境中促进安全文化的重要性。