{"id":16455,"date":"2014-06-09T10:52:20","date_gmt":"2014-06-09T08:52:20","guid":{"rendered":"http:\/\/www.invarena.cz\/?p=16455"},"modified":"2014-06-09T12:23:09","modified_gmt":"2014-06-09T10:23:09","slug":"urad-prace-zavede-pravidla-pro-reseni-utoku-ze-strany-klientu","status":"publish","type":"post","link":"https:\/\/www.invarena.cz\/?p=16455","title":{"rendered":"\u00da\u0159ad pr\u00e1ce zavede pravidla pro \u0159e\u0161en\u00ed \u00fatok\u016f lid\u00ed"},"content":{"rendered":"

Na t\u0159i des\u00edtky fyzick\u00fdch napaden\u00ed a stovky verb\u00e1ln\u00edch \u00fatok\u016f zaznamenali b\u011bhem prvn\u00edch p\u011bti m\u011bs\u00edc\u016f leto\u0161n\u00edho roku zam\u011bstnanci \u00da\u0159adu pr\u00e1ce \u010cR po cel\u00e9 republice. Agresivita klient\u016f rapidn\u011b roste. V\u00fdsledkem je pak mnohdy zbyte\u010dn\u00fd odchod kvalifikovan\u00fdch zam\u011bstnanc\u016f \u00daP \u010cR, kte\u0159\u00ed u\u017e nemohou sn\u00e1\u0161et trval\u00e9 nap\u011bt\u00ed a stres na pracovi\u0161ti.<\/strong>
\n
\nBouch\u00e1n\u00ed do stolu, kop\u00e1n\u00ed do \u017eidl\u00ed, shazov\u00e1n\u00ed po\u010d\u00edta\u010d\u016f a pr\u00e1sknut\u00ed dve\u0159mi jsou t\u00e9m\u011b\u0159 na denn\u00edm po\u0159\u00e1dku na v\u0161ech kontaktn\u00edch pracovi\u0161t\u00edch \u00da\u0159adu pr\u00e1ce \u010cR. Nervozita klient\u016f stoup\u00e1 i v souvislosti s jejich \u0161patnou ekonomickou situac\u00ed. Spolupr\u00e1ce s nimi pak nen\u00ed nijak jednoduch\u00e1. Jejich agresivita negativn\u011b p\u016fsob\u00ed na ostatn\u00ed a dopad jejich jedn\u00e1n\u00ed na pracovn\u00ed podm\u00ednky a prost\u0159ed\u00ed je opravdu zna\u010dn\u00fd. \u0158ada jin\u00fdch klient\u016f, nap\u0159\u00edklad maminky s mal\u00fdmi d\u011btmi, pak maj\u00ed strach na \u00fa\u0159ad p\u0159ij\u00edt.<\/p>\n

Mezi hlavn\u00ed d\u016fvody, kter\u00e9 vedou k napad\u00e1n\u00ed zam\u011bstnanc\u016f \u00daP \u010cR, pat\u0159\u00ed nespokojenost s v\u00fdplatn\u00edm term\u00ednem, rychlost\u00ed zpracov\u00e1n\u00ed \u017e\u00e1dosti a n\u00e1sledn\u00e9 v\u00fdplaty d\u00e1vek, s jejich v\u00fd\u0161\u00ed \u010di jej\u00ed nevyplacen\u00ed v hotovosti, nep\u0159izn\u00e1n\u00ed d\u00e1vky \u010di podpory v nezam\u011bstnanosti, vy\u0159azen\u00ed z evidence uchaze\u010d\u016f o zam\u011bstn\u00e1n\u00ed, neochota dolo\u017eit podklady nutn\u00e9 pro spr\u00e1vn\u00ed \u0159\u00edzen\u00ed a \u010d\u00edm d\u00e1l v\u00edce tak\u00e9 alkohol a drogy. Nej\u010dast\u011bj\u0161\u00edmi ter\u010di slovn\u00edho a fyzick\u00e9ho napad\u00e1n\u00ed ze strany klient\u016f jsou pracovn\u00edci hmotn\u00e9 nouze. Doch\u00e1z\u00ed k nim ale i v oblasti zam\u011bstnanosti a st\u00e1tn\u00ed soci\u00e1ln\u00ed podpory. Z 99 % p\u016fsob\u00ed na t\u011bchto postech \u017eeny.<\/p>\n

\u201eV porovn\u00e1n\u00ed s ostatn\u00edmi \u00fa\u0159ady jsou na\u0161i zam\u011bstnanci vystaveni \u00fatok\u016fm ze strany agresivn\u00edch klient\u016f nej\u010dast\u011bji. P\u0159itom maj\u00ed nejmen\u0161\u00ed mo\u017enosti se br\u00e1nit. V tuto chv\u00edli je pro n\u00e1s prioritou nastaven\u00ed jasn\u00fdch pravidel a opat\u0159en\u00ed, d\u00edky kter\u00fdm budeme schopni p\u0159\u00edpadn\u00fdm atak\u016fm maxim\u00e1ln\u011b p\u0159edch\u00e1zet. Jednou z cest by tak\u00e9 mohla b\u00fdt z\u00e1konn\u00e1 \u00faprava, kter\u00e1 by n\u00e1m umo\u017enila zv\u00fd\u0161it ochranu \u00fa\u0159edn\u00edk\u016f,\u201c zd\u016fraz\u0148uje gener\u00e1ln\u00ed \u0159editelka \u00da\u0159adu pr\u00e1ce \u010cR Marie B\u00edlkov\u00e1.<\/p>\n

P\u0159esto\u017ee v\u011bt\u0161inu \u00fatok\u016f na zam\u011bstnance \u00daP \u010cR tvo\u0159\u00ed slovn\u00ed napaden\u00ed, nez\u0159\u00eddka jim takov\u00e9 chov\u00e1n\u00ed zp\u016fsobuje t\u011b\u017ekou psychickou \u00fajmu, stres a pocit pon\u00ed\u017een\u00ed, nemluv\u011b o opodstatn\u011bn\u00fdch obav\u00e1ch z napaden\u00ed mimo \u00fa\u0159ad. V\u00fdrazy typu: \u201eNic ti nep\u0159inesu, se\u017ee\u0148 si to sama, ty se\u0161 tady pro m\u011b!\u201c, \u201eRakovinu, a\u0165
\nm\u00e1\u0161 v hub\u011b!\u201c, \u201ePo\u010dk\u00e1m si na tebe a rozkopu ti tvoji dr\u017eku!\u201c, \u201eTak ne\u017eer a n\u011bco d\u011blej!\u201c, \u201eKde m\u00e1m slo\u017eenku s pen\u011bzi?! Jsou to moje pen\u00edze! Okam\u017eit\u011b mi ji dej, nebo si jdu st\u011b\u017eovat!\u201c pat\u0159\u00ed mezi t\u011bch p\u00e1r, kter\u00e9 je mo\u017en\u00e9 publikovat.<\/p>\n

Situace b\u00fdv\u00e1 \u010dasto tak vyhrocen\u00e1, \u017ee jen profesionalita pracovn\u00edk\u016f a v\u010dasn\u00fd z\u00e1sah policie p\u0159edejdou tomu nejhor\u0161\u00edmu. \u201eJsem velmi r\u00e1da, \u017ee spolupr\u00e1ce s m\u011bstskou a republikovou polici\u00ed v tomto ohledu opravdu funguje. Pr\u016fm\u011brn\u00e1 doba p\u0159\u00edjezdu policist\u016f po nahl\u00e1\u0161en\u00ed incidentu se pohybuje mezi 5 \u2013 10 minutami. V\u011bt\u0161inou jej vy\u0159e\u0161\u00ed slovn\u00ed domluvou. Pokud je klient hodn\u011b agresivn\u00ed, odvedou si ho na slu\u017eebnu. V n\u011bkter\u00fdch p\u0159\u00edpadech jsme u\u017e ale museli podat i trestn\u00ed ozn\u00e1men\u00ed,\u201c \u0159\u00edk\u00e1 Marie B\u00edlkov\u00e1.<\/p>\n

Jedn\u00edm z p\u0159\u00edpad\u016f, kter\u00e9 nakonec skon\u010dily u soudu, bylo napaden\u00ed \u00fa\u0159ednice na odd\u011blen\u00ed nepojistn\u00fdch soci\u00e1ln\u00edch d\u00e1vek. Klientka doty\u010dnou nejd\u0159\u00edve slovn\u011b ur\u00e1\u017eela a jak se stup\u0148oval jej\u00ed vztek a agresivita, za\u010dala j\u00ed zcela v\u00e1\u017en\u011b vyhro\u017eovat zabit\u00edm. Jeliko\u017e se dopustila p\u0159e\u010dinu v\u00fdtr\u017enictv\u00ed a vyhro\u017eovan\u00ed, rozhodl soud o ud\u011blen\u00ed p\u011btim\u011bs\u00ed\u010dn\u00edho trestu odn\u011bt\u00ed svobody s odkladem na 15 m\u011bs\u00edc\u016f.<\/p>\n

K zaji\u0161t\u011bn\u00ed bezpe\u010dnosti zam\u011bstnanc\u016f pou\u017e\u00edv\u00e1 \u00daP \u010cR v sou\u010dasn\u00e9 dob\u011b v r\u00e1mci sv\u00fdch mo\u017enost\u00ed n\u011bkolik opat\u0159en\u00ed \u2013 vy\u0161\u0161\u00ed po\u010det pracovn\u00edk\u016f v kancel\u00e1\u0159\u00edch, p\u0159ep\u00e1\u017ekov\u00e1 skla, navz\u00e1jem propojen\u00e9 m\u00edstnosti, SOS tla\u010d\u00edtka, bezpe\u010dnostn\u00ed kamery, ochrann\u00e9 spreje, ostrahu nebo pravideln\u00e9 n\u00e1v\u0161t\u011bvy m\u011bstsk\u00e9 a st\u00e1tn\u00ed policie.<\/p>\n

Bohu\u017eel ne v\u0161ude je mo\u017en\u00e9 z finan\u010dn\u00edch d\u016fvod\u016f uplatnit v\u0161echny nezbytn\u00e9 mo\u017enosti ochrany. Zam\u011bstnanci \u00daP \u010cR proch\u00e1zej\u00ed pravideln\u011b \u0161kolen\u00edmi, aby v\u011bd\u011bli, jak jednat s klienty v konkr\u00e9tn\u00ed situaci a maj\u00ed k dispozici manu\u00e1l, kter\u00fd zohled\u0148uje situaci pr\u00e1v\u011b v jejich regionu. \u00daP \u010cR z\u00e1rove\u0148 pracuje na p\u0159\u00edprav\u011b informa\u010dn\u00ed kampan\u011b, kter\u00e1 by m\u011bla c\u00edlit na klienty i samotn\u00e9 zam\u011bstnance \u00fa\u0159adu.<\/p>\n

\u201ePovinnost\u00ed \u00fa\u0159edn\u00edka je jednat v \u00fact\u011b ke klientovi, b\u00fdt mil\u00fd, vst\u0159\u00edcn\u00fd, ochotn\u00fd. To je ur\u010dit\u011b v po\u0159\u00e1dku a j\u00e1 to od sv\u00fdch lid\u00ed tak\u00e9 o\u010dek\u00e1v\u00e1m. Bohu\u017eel ale v sou\u010dasn\u00e9 dob\u011b z\u00e1rove\u0148 neexistuje \u017e\u00e1dn\u00e1 \u00fa\u010dinn\u00e1 obrana proti zcela nep\u0159\u00edpustn\u00e9mu jedn\u00e1n\u00ed ze strany agresor\u016f, kte\u0159\u00ed jsou nap\u0159\u00edklad pod vlivem omamn\u00fdch l\u00e1tek,\u201c zd\u016fraz\u0148uje Marie B\u00edlkov\u00e1.<\/p>\n

N\u011bkolik p\u0159\u00edpad\u016f napaden\u00ed ze strany klient\u016f<\/strong><\/p>\n

Klient se dostavil na \u00fa\u0159ad a \u017e\u00e1dal o proplacen\u00ed \u00fa\u010dtu za plynov\u00e9 bomby. \u00da\u0159ednice mu sd\u011blila, \u017ee n\u00e1klady mu m\u016f\u017ee \u00daP \u010cR uhradit pouze v p\u0159\u00edpad\u011b, \u017ee si pod\u00e1 p\u0159\u00edslu\u0161nou \u017e\u00e1dost. Tu si p\u00e1n osobn\u011b vyzvedl p\u0159i p\u0159edchoz\u00ed n\u00e1v\u0161t\u011bv\u011b. P\u0159esto\u017ee ho \u00fa\u0159ednice vyzvala k pod\u00e1n\u00ed \u017e\u00e1dosti, on tak neu\u010dinil. Naopak se
\nrozhodl dobrat se \u201esv\u00fdch pr\u00e1v\u201c p\u0159\u00edmo u nad\u0159\u00edzen\u00e9 on\u00e9 zam\u011bstnankyn\u011b. A to dosti neurval\u00fdm zp\u016fsobem. Za\u010dal oso\u010dovat vedouc\u00ed odd\u011blen\u00ed z \u201egenocidy, nadr\u017eov\u00e1n\u00ed cik\u00e1n\u016fm a z toho, \u017ee kryje sv\u00e9 pod\u0159\u00edzen\u00e9\u201c. Tolik citace. Vyhro\u017eoval odejmut\u00edm m\u00edsta pracovn\u00edk\u016fm tohoto odd\u011blen\u00ed na z\u00e1klad\u011b jeho st\u00ed\u017enosti u Nejvy\u0161\u0161\u00edho soudu. To v\u0161e proto, \u017ee mu \u00daP \u010cR neproplatil n\u00e1klady za plynov\u00e9 bomby. Zam\u011bstnankyn\u011b mu op\u011bt vysv\u011btlily, \u017ee si mus\u00ed podat p\u00edsemnou \u017e\u00e1dost, a pokud ji nem\u00e1 u sebe, pak si ji m\u016f\u017ee vyzvednout na p\u0159\u00edslu\u0161n\u00e9 p\u0159ep\u00e1\u017ece, ihned vyplnit a podat. Ode\u0161el bez \u017e\u00e1dosti. Jeho jedn\u00e1n\u00ed bylo velmi vulg\u00e1rn\u00ed, neslu\u0161n\u00e9 a ur\u00e1\u017eej\u00edc\u00ed, na hranici brutality.<\/p>\n

Klient se dostavil na p\u0159edem domluven\u00e9 jedn\u00e1n\u00ed se zprost\u0159edkovatelkou. \u00da\u0159ednice s n\u00edm cht\u011bla projednat jeho \u00fa\u010dast na v\u00fdb\u011brov\u00e9m \u0159\u00edzen\u00ed pro jistou firmu. Podle vyj\u00e1d\u0159en\u00ed potenci\u00e1ln\u00edho zam\u011bstnavatele byl klient nedostupn\u00fd v dob\u011b, kdy se ho sna\u017eili na v\u00fdb\u011brov\u00e9 \u0159\u00edzen\u00ed pozvat. Zprost\u0159edkovatelka se ho tedy ptala, pro\u010d m\u011bl nedostupn\u00fd mobil, kdy\u017e v\u011bd\u011bl, \u017ee ho budou sh\u00e1n\u011bt. Tato ot\u00e1zka vydr\u00e1\u017edila klienta k velmi agresivn\u00edmu jedn\u00e1n\u00ed. Slovn\u011b napadal zprost\u0159edkovatelku a sv\u00fdm velmi hlu\u010dn\u00fdm jedn\u00e1n\u00edm ru\u0161il jedn\u00e1n\u00ed prob\u00edhaj\u00edc\u00ed v ostatn\u00edch boxech.<\/p>\n

Klient p\u0159i ka\u017ed\u00e9 n\u00e1v\u0161t\u011bv\u011b napad\u00e1 verb\u00e1ln\u011b zam\u011bstnance \u00daP \u010cR. Jeho agresivita se projevuje k\u0159ikem a nepublikovateln\u00fdmi vulgarismy. Jeho slovn\u00ed napad\u00e1n\u00ed se v\u011bt\u0161inou, po upozorn\u011bn\u00ed, \u017ee se m\u016f\u017ee jednat o p\u0159estupek, stup\u0148uje. Pracovi\u0161t\u011b opou\u0161t\u00ed obvykle za doprovodu M\u011bstsk\u00e9 policie.<\/p>\n

Klient se dostavil na odd\u011blen\u00ed nepojistn\u00fdch soci\u00e1ln\u00edch d\u00e1vek. Podal \u017e\u00e1dost o p\u0159\u00edsp\u011bvek na \u017eivobyt\u00ed a \u017e\u00e1dost o doplatek na bydlen\u00ed. K formul\u00e1\u0159\u016fm p\u0159ipojil i sv\u00e9 p\u00edsemn\u00e9 prohl\u00e1\u0161en\u00ed a po\u017eadoval rozhodnut\u00ed v jeho prosp\u011bch. \u0158ekl, \u017ee je to posledn\u00ed \u0161ance, aby dostal pen\u00edze, jinak si po\u0159\u00edd\u00ed pistol a p\u0159\u00ed\u0161t\u011b tam bude st\u0159\u00edlet. D\u00e1le tvrdil, \u017ee ne\u017e ho pr\u00fd dostanou, tak jich vezme p\u00e1r s sebou a \u017ee v\u0161echny usmrt\u00ed. Referentce sd\u011blil, \u017ee douf\u00e1, \u017ee se mu do cesty nep\u0159iplete zrovna ona. \u00da\u0159ad pr\u00e1ce \u010cR dosp\u011bl na z\u00e1klad\u011b zji\u0161t\u011bn\u00fdch skute\u010dnost\u00ed k z\u00e1v\u011bru, \u017ee toto jedn\u00e1n\u00ed klienta vykazuje znaky protipr\u00e1vn\u00edho jedn\u00e1n\u00ed a \u017ee mohl sv\u00fdm jedn\u00e1n\u00edm naplnit skutkovou podstatu trestn\u00e9ho \u010dinu vyhro\u017eov\u00e1n\u00ed s c\u00edlem p\u016fsobit na org\u00e1n ve\u0159ejn\u00e9 moci, dle ustanoven\u00ed \u00a7 324 z\u00e1kona \u010d. 40\/2009 Sb., trestn\u00edho z\u00e1kon\u00edku, ve zn\u011bn\u00ed pozd\u011bj\u0161\u00edch p\u0159edpis\u016f. Ve v\u011bci bylo na\u0159\u00edzeno hlavn\u00ed l\u00ed\u010den\u00ed, rozsudek zat\u00edm nem\u00e1 \u00daP \u010cR k dispozici.<\/p>\n

Klient po\u017e\u00e1dal o p\u0159\u00edsp\u011bvek na \u017eivobyt\u00ed. Soci\u00e1ln\u00ed pracovnice mu sd\u011blila, \u017ee \u00fa\u0159ad mus\u00ed pro\u0161et\u0159it jeho rodinnou situaci, proto\u017ee mu\u017e uvedl, \u017ee p\u0159eb\u00fdv\u00e1 v gar\u00e1\u017ei. Mu\u017e na ni za\u010dal k\u0159i\u010det a vyhro\u017eoval fyzick\u00fdm napaden\u00edm j\u00ed i jej\u00edmu psovi. V tomto p\u0159\u00edpad\u011b provedla soci\u00e1ln\u00ed \u0161et\u0159en\u00ed pracovnice m\u011bstsk\u00e9ho \u00fa\u0159adu a zjistila, \u017ee se tvrzen\u00ed \u017eadatele nezakl\u00e1d\u00e1 na pravd\u011b.<\/p>\n

Kate\u0159ina Ber\u00e1nkov\u00e1, tiskov\u00e1 mluv\u010d\u00ed \u00daP \u010cR<\/p>\n","protected":false},"excerpt":{"rendered":"

Na t\u0159i des\u00edtky fyzick\u00fdch napaden\u00ed a stovky verb\u00e1ln\u00edch \u00fatok\u016f zaznamenali b\u011bhem prvn\u00edch p\u011bti m\u011bs\u00edc\u016f leto\u0161n\u00edho roku zam\u011bstnanci \u00da\u0159adu pr\u00e1ce \u010cR po cel\u00e9 republice. Agresivita klient\u016f […]<\/a><\/p>\n<\/div>","protected":false},"author":1,"featured_media":1077,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7,9],"tags":[],"class_list":["post-16455","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-spolecnost","category-zpravy"],"_links":{"self":[{"href":"https:\/\/www.invarena.cz\/index.php?rest_route=\/wp\/v2\/posts\/16455","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.invarena.cz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.invarena.cz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.invarena.cz\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.invarena.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=16455"}],"version-history":[{"count":0,"href":"https:\/\/www.invarena.cz\/index.php?rest_route=\/wp\/v2\/posts\/16455\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.invarena.cz\/index.php?rest_route=\/wp\/v2\/media\/1077"}],"wp:attachment":[{"href":"https:\/\/www.invarena.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=16455"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.invarena.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=16455"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.invarena.cz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=16455"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}