The human toll on the rangers who protect our city’s animals
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Rangers Jessica and Mitch have a lot in common. They love animals and they love serving their community.
They also share a professional role, as rangers for Domestic Animal Services (DAS) within the ACT Government – a job they both relish because no two days are ever the same.
But rangers Jessica and Mitch have both had to work through times when simply doing their job has led to abuse, and they want the public to understand that workplace violence should not be part of their work.
There are 16 rangers looking after the safety of animals and the community, dealing with everything from lost cats to dangerous dogs and everything in between.
Mitch, who formerly worked with the Australian Federal Police in a security role, said the job paired perfectly with his love of animals.
“We have a great team with good communication and a bit of humour to get us through the tough days and we definitely feel our efforts make a genuine difference to the ACT community and the welfare of local animals.”
Mitch loves his job, and animals. Photo Lannon Harley
Jessica, who spent 10 years in the motorcycle industry as a mechanic and worked in Fire Management before becoming a ranger, was also drawn to the role for its connection to animals as well as the ever-changing environment each job invariably brings.
“I enjoy the suspense and adrenaline rush; the nitty gritty jobs that get your heart rate pumping and require quick thinking.
“The best parts are the accomplishment – when you and your team get the job done by either defusing a confrontational situation, removing a public safety risk, or reuniting a dog or cat home after they have taken themselves for an adventure!”
But being on the front line of high-emotion situations regarding animals does not come without heightened tensions.
“You never quite know what you are walking into, and sometimes I need to use my training in de-escalation techniques,” says Mitch.
“We often work closely with animal owners to get the best outcome, but unfortunately, there are times when owners aren’t willing to work with us. Sometimes, we deal with cases of animal abuse and that is always distressing. Unfortunately, there are some occasions when animal owners become aggressive, verbally abusive and will make threats towards us.”
Mitch said he and the team always try to keep lines of communication open.
“Investigations follow a structured, multi-step process that relies on clear communication at every stage. Keeping owners informed is key to maintaining transparency and trust. While the process can be challenging for all parties, we work collaboratively with owners whenever possible.”
Jessica always tries to maintain empathy.
For Jessica, it’s a time to try to make owners understand their rights and responsibilities.
“For a pet owner, sometimes it is hard to accept that a pet you are responsible for has done the wrong thing, for example, when we carry out the seizure of a dog that may have attacked another animal or person.
“Another example is where a dog owner is walking their dog off-leash or in an area they are not supposed to be in. When they are reminded of this the owners can become aggressive toward us. In some cases, pet owners do not take responsibility and get angry when they’re in fact doing the wrong thing.”
Still, Jessica tries to always maintain empathy.
“When members of the public are upset due to losing a pet, no matter the circumstance, those ones always pull at your heartstrings – how could they not?”
Mitch keeps lines of communication open. Photo by Lannon Harley
But the abuse takes its toll. Everyone has the right to feel safe at work and it is important that the community remembers this even when their emotions are heightened.
“It does get to you, and we are only human,” says Jess.
“But our workplace has systems of support in place and we know to check in on each other and that we can get help if things get really difficult.”
Mitch also speaks of the importance of support at work and home.
“When we have had a difficult case, the team keeps checking on each other and our managers are also supportive. I also have a very supportive family, and they keep me on track. It is important to keep a work-life balance and to have time to recharge.”
DAS and the ACT Government have systems in place to manage occupational violence and support staff. At DAS this includes training, always working in pairs, access to emergency response through a duress system and working closely with ACT Policing on some matters.
And while there are some bad days, Mitch says he knows he’s doing important work.
“We try to focus on the wins. We love looking after animals and keeping the community safe. When we take an animal out of a horrible environment, we can often help them get adopted into a loving home.
“The best bit is always reuniting a lost pet with a loving owner and seeing them go home happy.”
Workplace violence is never okay. Find out more about how you can help make ACT Government workplaces safe for everyone at act.gov.au/campaigns/workplace-violence.
ACT Government employees featured in these articles have volunteered their stories to raise awareness around occupational violence and the impact this has on them and the Canberra workforce. * For personal privacy, surnames of interviewees have been removed.
