It’s Your Move: Dealing With Aggressive Clients

By STEPHANIE WATKINS on June 11, 2023

“He screamed at the top of his lungs. Even though we were on the phone, it was still scary. His voice carried like a loud boom! I stared at my phone’s clock and watched as a full two minutes and fourteen seconds ticked by while he bellowed like a maniac.” K.C., Case Worker, Newark, New Jersey.

Case management isn’t a profession for the thin-skinned. Many workers have a story about clients who have made their jobs feel impossible. Unfortunately, others recall darker tales, incidents that endangered their lives. In fact, according to a study conducted by Christina Newhill, PhD, ACSW on client violence, 58 percent of the 1,129 social worker respondents had experienced client violence. More than 63 percent knew of a colleague who had experienced incidents of client violence.

Whether you’re dealing with the ABCs (Angry, Belligerent, and/or Cranky) of unhappy clients, or you truly fear that an escalation might lead to you being harmed, here are a few suggestions for dodging an out of control client:

– Move Ahead
Be understanding about your client’s frustration, but explain that rehashing the past won’t improve the future. In dire circumstances, such as people facing homelessness, substance use disorder, or mental illness, it can be difficult to get them to remain calm. People often lash out during stressful times. Explain that it would be helpful for them to reframe their focus in order to get things moving forward. In short, ask the angry client to help you—that way, you can help them.

– Move Away
If a client becomes threatening or bullying, do not hesitate to evacuate the area. Abuse is not in the job description. Quickly remove yourself from the situation. You don’t owe an irate client explantation for leaving if you feel threatened. Your safety and wellbeing are just as important as the people you assist.

– Move Aside
When all else fails, a request to have the case removed from your roster may be your last—and best—resort. A person can only take so much. Who needs that sort of stress? Dealing with insults and threats on top of bursting caseload is rough. If the situation becomes untenable, do not hesitate to report the issue to your immediate supervisor and ask for relief. Since you’ve documented every incident with the client in question, you shouldn’t have an issue having the case removed from your caseload.