אלימות כנגד ספקי שירותי חברתיים וההתמודדות מולה בשטח – המקרה של מורות ועובדות סוציאליות

.Frontline workers who provide social services are often exposed to violence from their clients in many places around the world, including in Israel. Our article identifies the types of violence to which frontline workers are exposed and the various coping mechanisms they adopt in response to their clients’ physical and verbal violence. We examine this phenomenon empirically through in-depth interviews and focus groups with 101 Israeli frontline workers (teachers and social workers). Our research findings demonstrate that clients’ violence, both verbal and physical, is a common phenomenon in the duties of frontline workers. In response, field-level workers use several coping strategies: carefully selecting their words when interacting with the violent client; expressing their empathy and support towards the violent client; meeting violent clients’ demands; setting boundaries; severing contact with the violent client and calling for backup from functionaries in the organization. We found no significant differences between the social workers and teachers in terms of the type of violence to which each group is exposed and how they cope therewith. We offer a number of possible future research directions as well as practical recommendations for reducing the phenomenon.