Friday afternoon

In the afternoon, we have what is termed an 'incident.' Someone is refused a social fund loan. The social fund lends money to people in need, for example to buy a new cooker if the old one breaks down. The money is paid back at a few pounds per week, taken directly out of the benefit money. Anyone wanting a social fund loan fills in a form, then sits and waits until a decision is reached as to whether a loan can be given or not. The social fund officer must determine several things, such as if there is enough money left in the budget, if the person can afford to pay back a loan, (perhaps they are already paying back a former loan), if the money is really needed. Social fund decisions are always given from behind a screen, for obvious reasons.

This particular customer is a cocaine addict. Although we are given training in interviewing skills, and delivering unwelcome news, no matter how nicely it is said, this customer hears only one word, 'no.' No, he cannot have any money, so he cannot have any drugs. He goes berserk, shouting and thumping on the screen, and as he can't reach the social fund officer he tears back into the waiting area of the main job centre and grabs another officer by the throat. Some other members of staff struggle to drag him away, but he is so maddened that it takes eight men to hold him down, and Dennis (the officer he grabbed) is bleeding quite badly. The customer had actually been holding a small, sharp penknife. I trot up with a fire extinguisher, but am told by a manager that if I wallop the bloke over the head with that he'll be badly injured. Yes? And the manager's point is?

The job centre is cleared and closed, and the police and an ambulance arrive. Somebody has called a national newspaper, who send along a reporter and photographer, but they are not allowed in. Dennis is taken off to hospital, and the customer taken off by the police. Those of us who saw the incident are questioned by the police.

Attacks on members of staff are not frequent, but when they occur they upset all of us. I think that anyone who does assault one of us should be banned from receiving benefit for life. I remember an attack on a security guard in another office, when the management took pains to reassure us that the assault resulted in 'only cuts and bruises.' Presumably, that made it acceptable. But all those who work with the public, especially NHS staff, are accustomed to threats and attacks.

When I was young, (admittedly a long time ago), if you were sitting on a bus and saw a nurse in uniform standing, you would get up and give her your seat. Does that ever happen these days?