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community and depend on our ODSP offices for continual
assistance and support.”
The clients served suffer from mental and/or physical disabilities. I accept that,
from time to time, clients may become frustrated, upset or annoyed at the need
to comply with requirements relating to the initial claim for assistance and/or the
continued receipt of benefits. These emotions, for example, could be triggered
by an employee request for additional information or by a client’s failure to
receive a benefits cheque. As a consequence, ODSP staff may periodically have
to deal and interact with persons who act in a disruptive, inappropriate and
unpredictable manner. I am left, however, with the distinct impression that the
vast majority of clients do not conduct themselves in this fashion. In this regard,
as previously mentioned, the Union filed some twenty-eight (28) incident reports
of what was perceived to be threatening or disruptive behavior occurring from
and after November 2005. I consider it material that in the period 2004 to 2007
inclusive, some eight-six thousand (86,000) clients were served in the Windsor
ODSP Office.
[379] At pp. 25-26, he made the following findings of fact:
I have reviewed all of the incident reports, and related material, filed by the Union
in this proceeding. My conclusions are as follows:
i.
The bulk of the reports deal with inappropriate behavior of a
verbal, rather than a physical, nature. I accept that many of
the comments contained therein, which were attributed to
clients, are threatening, intimidating, disruptive, abusive and
profane. I have not been convinced, however, that this form of
objectionable language would be either prevented or reduced
by the erection of a physical barrier;
ii.
There is no evidence that any ODSP employee in the Windsor
Office has ever been physically assaulted by a client, either
directly or by way of a thrown projectile.
The reports
document one (1) unsuccessful attempt, on the part of a client,
to hit an employee. While there is not much detail relating to
this attempt, the client’s inability to make physical contact
supports the Employer’s position that the front counter is of a
sufficient depth to offer reasonable protection to employees
working at that location;
iii.
Similarly, there is no evidence that any client has ever jumped
or climbed over the front counter at the Windsor ODSP Office.
In any event, I have some real doubt as to whether the
plexiglass barrier, as depicted at Tab 10 of the Union’s Book of
Documents, would prevent a person from climbing across the
counter if they were truly motivated to do so. At most, I think
that the barrier would slow them down. There is a statement
in certain of the reports that staff members were afraid that the
client involved was going to jump across the counter in an
effort to reach them. Their subjective beliefs on this point are
not determinative in the absence of more objective evidence