A Transatlantic Perspective on Frontline Protection
I’m incredibly passionate about the protection of frontline teams. Having experienced the challenges faced by those working on the frontline, I am encouraged by the increasing attention this issue has received in recent months.
In the United Kingdom, the topic is frequently highlighted. For example, Parkex — the annual conference sponsored by the British Parking Association (BPA) — has featured the issue the past two years. This is not a new topic, nor is it something that can be solved overnight. However, delving deeper into the subject, we learn more about the complexity of the situations both leading up to and following an incident.
Ongoing Threats of Harassment
Let’s start with the facts. According to a June 2023 Parking Review article titled “Let’s stop the violence,” 95.1% of surveyed frontline parking staff in the United Kingdom had suffered verbal harassment at work in the preceding 12 months; 68.3% had experienced physical violence in the past year; and more than 43% felt unsafe because of violence or aggression often or very often.
Although the article focuses on the private land operator perspective, the experiences are the same across the sector, with civil enforcement officers facing similar issues. (Civil enforcement officers enforce parking, traffic, and related laws in the United Kingdom.)
Both groups report that the use of body-worn cameras initially acted as a deterrent but is losing its effectiveness. With the growing popularity of social media platforms such as TikTok, some perpetrators view being filmed as a novelty. This trend is exacerbated by the shrinking number of prosecutions for assaults on officers and attendants, despite video evidence of the crimes.
Beyond the threat of physical abuse, routine verbal abuse negatively affects a person’s mental health. From a management perspective, this abuse results in higher attrition rates, greater difficulty in recruitment, and decreased morale among remaining team members. In turn, these factors complicate operations and increase financial pressures on parking services.
Roots of the Problem
So, where does the problem stem from?
At the 2023 Enforcement Summit held in London by Landor LINKS, two speakers addressed the experiences of frontline teams from different perspectives.
Annie Oliver, the legal and compliance manager at Parking Control Management — a private parking operator that provides parking services to private landowners — presented the findings of a survey conducted by the company. Oliver highlighted the severity of the issue for smaller parking operators that rely on attendants to manage parking in privately owned residential areas. This situation presents unique challenges. For example, when offenders live in the areas the attendants patrol, the risk of repeat abuse by the same offenders increases.
Stefan Rollnick, the head of the Misinformation Cell at the communications consulting firm Lynn Group Ltd., discussed how communication about parking schemes affects public perception and behavior.
Rollnick explained that people react negatively when they feel they are being controlled or their sense of agency has been reduced. These outcomes hold true for the management of parking areas as well as the implementation of new schemes. Frontline teams, including customer service representatives and enforcement agents, often bear the brunt of public frustration, which is further amplified by social media.
Is the Problem Worsening?
In short, yes. As video from body-worn cameras increasingly fails to deter antisocial behavior, and with society in general still feeling the deleterious effects of the Covid-19 pandemic, the public cares more about protecting freedoms and has a heightened sense of entitlement.
Also contributing to the problem are legislation affecting the implementation of technology for public land operations, such as restrictions on the use of automatic number plate recognition and closed-circuit television systems, and financial constraints from outdated procurement specifications.
What is the sector doing to change this?
In 2022, a determined group of BPA members formed the Frontline Officer Welfare Group to lobby for better protection of frontline teams. Among its achievements, the group spearheaded legislative efforts to amend existing law (section 156 of the Police, Crime, Sentencing and Courts Act 2022) so that its protections apply to anyone who is assaulted while carrying out a public service or duty in England and Wales. The amendment creates a statutory aggravating factor that must be considered by the courts when an assault is committed against anyone in a public-facing role, including civil enforcement officers.
The police play a crucial role in this process. To this end, the Frontline Officer Welfare Group approached the National Business Crime Centre (NBCC) — an organization that represents U.K. police forces to work with businesses to reduce crime — to join forces and create a framework offering advice and guidance for those working on the frontline. The NBCC is working with the BPA to collect data on the types of crimes being committed and how they can be reduced.
Reporting incidents is a critical part of the process. The Frontline Officer Welfare Group has found that many incidents remain unreported, further masking the scale of the issue. This hesitation to report incidents could result from many factors, including concerns about wasting police time, a belief that verbal abuse is part of the job, or a perception that such reports go nowhere.
Call to Action
Frontline teams across various sectors face significant challenges daily, from verbal harassment to physical violence, and these problems are not confined to the United Kingdom. As we explore measures being taken to protect frontline workers in other countries, it’s crucial to consider what actions we can implement locally to better protect and support our frontline workers.
How is your community addressing issues concerning frontline protection? Are there similar initiatives or policies in place? Share your experiences and insights with others in the industry. Together, we can develop more comprehensive strategies to ensure the safety and well-being of those who serve on the frontline.
Let’s start a dialogue: What steps can we take in the United States to have a meaningful effect in terms of protecting frontline workers?
Jade Neville is the Market Engagement Strategist at Trellint. She can be reached at jade.neville@trellint.com.
