Understanding the Effects of Client Violence on the Health of Child Protection Services Workers

Objective: Most child protection services (CPS) workers encounter client violence—physical and nonphysical violence initiated by clients—in their jobs, and such violence often harms worker health. Using the work-stress framework, this study aimed to understand the characteristics of client violence and how they affect worker health. Method: We conducted in-depth interviews with a statewide sample of CPS workers in Florida who have a range of exposure to client violence (N=33). We used thematic analysis to identify patterns in workers’ experiences and used narrative analysis to uncover event sequencing and consequences. Results: Participants commonly discussed three defining attributes of client violence: the spontaneity of violence, the personal nature of violence, and workplace support and responsiveness. Workers generally had one of two experiences: (a) Workers perceived that they experienced spontaneous attacks targeted at CPS workers, experienced ample agency support and responsiveness, and perceived no health consequence; or, (b) workers perceived premeditated, personal attacks without agency support and experienced psychological distress. Conclusions: Agency responsiveness and support, including protocols and guidelines to minimize and respond to violence, may negate health consequences. Protocols that consider worker subjectivity and provide workers with guidance in classifying violent incidents can direct and enhance agency response.