Confronting Citizen Incivility to Support Local Government Employees 

As communities across the nation wrap up observations of Public Service Week, we take time to recognize the essential contributions of local government employees: the planners, public works staff, emergency responders and administrators who keep our communities functioning. Yet behind the scenes of public service, many of these professionals face an increasingly common and troubling challenge: citizen incivility. 

What is Incivility?

Citizen incivility refers to hostile, rude or abusive behavior from members of the public directed at government employees. It is not a new phenomenon, but it is becoming more frequent and severe. According to recent research from the UNC School of Government, 57% of local government employees report being yelled at by citizens at least every few months. These interactions, which range from dismissive rudeness to threats of physical violence, can have serious consequences, increasing burnout, reducing organizational commitment and accelerating employee turnover. 

To address this, North Carolina local governments are turning their attention to an emerging training focus: managing and mitigating citizen incivility. During Public Service Week, these efforts are particularly relevant, highlighting not only the contributions of public servants but also the environments in which they work. 

Tips for Supporting Staff

One such initiative is hosted by the UNC School of Government, titled “You Make Me Want to Shout: Managerial Strategies for Citizen Incivility.” This training session, hosted by Dr. Leisha DeHart-Davis, provides both evidence of the problem and actionable tools to support employees. Key strategies include: 

• • Debriefing spaces where employees can process difficult interactions. 

• • Supervisory support that validates and protects staff well-being. 

• • Mission focus to remind employees of the larger purpose behind their work, helping them remain resilient amid negativity. 

The training also helps local government leaders understand how to navigate the legal aspects of incivility, especially in an age of digital communication. It addresses the delicate balance between protecting employees and respecting citizens’ First Amendment rights, whether harassment occurs in-person, via email or on social media. 

Get Involved

Dr. DeHart-Davis will be providing training to our local municipal managers and our Board of Delegates. For more information, contact Kelly Weston.