In one Southwestern Ontario county, new rules urge respect for staff: ‘Long overdue’

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Norfolk County residents are on notice – misbehave on public property and you might get the boot.

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

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

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

Residents who act disrespectfully to staff or other users face suspension from municipally run programs and a ban from facilities or county offices, and could be liable for any property damage they cause.

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

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

Residents who feel staff have acted inappropriately can also register a complaint and prompt an investigation by contacting Service Norfolk – the county’s customer service department – or the police in emergencies.

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Someone kicked off municipal property due to alleged inappropriate behaviour can appeal to Meneses, who would hear from both sides and make a decision.

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

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

Meneses said the policy was not prompted by a sharp increase in Norfolk residents railing at front-line staff, but rules were needed to protect residents and staff alike.

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

“There have been instances where staff feel that they haven’t been supported – that they’ve been treated disrespectfully by members of the public. And we want to ensure that our staff feel that they’re working in a safe environment and that they feel supported by us.”

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The policy – which has been over a year in development – also spells out how municipal staff should treat all residents and visitors interacting with the county.

“Residents coming in deserve the same level of respect and courtesy,” Meneses said. “It’s a respectful workplace policy that also impacts our staff, making sure they’re interacting 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 at all county spaces and facilities,” Martin said. “By clearly defining expectations and emphasizing accountability, we can work together to continue building a vibrant community based on a foundation of mutual respect.”

J.P. 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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