Some Victim Support staff 'horrified' by CEO's response to workplace culture concerns

Some staff working at the country's lead agency supporting victims of crime and trauma say they're "horrified" and "bewildered" by the CEO's response to claims of a "toxic" and "bullying" workplace culture.

It comes after RNZ spoke to several current and former workers who have raised concerns about the culture at Victim Support. One person described it as a "very unsafe environment".

In response, the agency's chief executive James McCulloch said the agency "does not accept that these claims reflect Victim Support today".

Since RNZ's article, other staff have reached out with concerns.

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One current staff member, who has worked at Victim Support for several years, told RNZ they earlier reported being "bullied and picked on" by their direct line manager as well as the district manager.

They said they went through the recommended internal channels, but said it did not help.

"It actually made it worse … they didn't take me seriously whatsoever," she said.

"It made me feel like there was just no point in trying to change anything."

They had witnessed a coworker being brought to tears multiple times before they quit and was aware of several other support workers who were having problems.

"It's not just isolated to me … it's kind of like there's just no point in speaking out, because it's not going to go anywhere. So either put up with it or leave," she said.

McCulloch emailed staff after RNZ approached Victim Support for comment last week.

In the email, seen by RNZ, he said the agency had received a "rather surprising media request suggesting that the culture, practice, values, leadership and wellbeing here had not actually changed or improved in recent years, and that all the challenges back in 2021/22 were still very much an issue".

"We are taking this very seriously and will strongly refute this. We are an organisation that delivers exceptional outcomes for victims through a focused purpose and practice, and a wellbeing first, award winning staff culture.

"I personally feel that any suggestion that this is not the case is disrespectful and offensive to all our incredible team and the victims that we support."

'Please believe us'

The current staff member told RNZ they were "bewildered" when they read McCulloch's email to staff.

"He just completely dismissed it … If he'd said 'I take this really seriously, that staff wellbeing is really important to me, I'll begin the process of an investigation or something', that would have gone a long way.

"But to just say no, it's not happening, and it's offensive - that's actually offensive to us, the ones who are actually experiencing it."

Her message to McCulloch was "please believe us".

"When victims go to police to report a crime there is always a concern that they might not be believed, but I had never thought that within my workplace, especially a support agency, it would be happening to me."

Another current staff member told RNZ they were "horrified", when they read McCulloch's email last week and disagreed with his comments that suggesting there was a problem was being "disrespectful and offensive".

"It's not disrespectful. It's people out of desperation saying how they feel because they haven't got anywhere else to turn."

They said while the culture on the working front was "amazing", there were issues with the senior leadership team and the HR team.

"I know people that will not contact HR because they said it's just too hard on them personally, so they wouldn't bother."

She said Victim Support does have a problem with a toxic and bullying culture.

One of the staff spoken to said there needed to be an external investigation into the workplace.

They said every support worker they had spoken to loved their job.

"We can see the change that we're making in people … but I know people that have left because it's not worth the toll that it's taking," she said.

"I still work here as I love helping people in whatever capacity I can, and I'm so passionate about supporting victims and making a difference. For me, the good outweighs the bad, and if I just put my head down and do my job then life is easier, which sucks but it is the reality."

RNZ approached Victim Support for comment on the responses from staff.

McCulloch said in a statement it was "upsetting to hear that anyone at Victim Support feels this way".

"No one in our organisation should feel unheard, disbelieved, or worried that raising a concern will make things harder for them.

"I always welcome the opportunity to speak directly with any staff member who feels this way, if they're willing to do so, so that I can listen, understand what's happened, and work out what comes next."

He said a lot of the "positive change" that had been made at the agency had come from people "raising hard things with me directly".

"I value that immensely, even when it's difficult to hear.

"I stand by the People & Wellbeing team, who care deeply about our people. We also know that if any of our people feel unable to go through the usual channels, we want to understand why and take the right steps."

McCulloch said the agency was aware that care for victims and staff was "connected".

"If any of our people are feeling unsupported, that matters deeply to us.

"My message to our staff has always been simple: please reach out to me directly. I will listen. And we will act."

Earlier investigation

In 2021, the agency hired an independent investigator to look into allegations of bullying, bad training and delivery failure.

The full report was not released. However, RNZ earlier reported that a summary said while the inquiry did not find widespread bullying there were regions where reports of bullying and unreasonable behaviour by a direct or senior manager were "very high".

McCulloch earlier told RNZ that Victim Support today was a "fundamentally different organisation".

"One that has implemented significant changes to strengthen its culture, practice and focus on victims. Victims deserve - and rightly expect - high levels of professionalism, care and boundaries from our staff."

McCulloch said that following the independent review in 2022, Victim Support accepted the recommendations and made a number of changes.

He said the changes had resulted in a "more victim-centric service".

The most recent independent survey of staff found that 86 percent of employees agreed that the agency genuinely supported and prioritised employee wellbeing, McCulloch said.

"Staff turnover has also more than halved, from 41 percent in 2023 to 17 percent today."