I refer to the letter entitled Security At Appoġġ by Patricia Graham (February 26).

The Foundation for Social Welfare Services, under which Aġenzija Appoġġ operates, wishes to inform all that the safety of its service users and staff members is of utmost importance and is given priority.

Graham suggested that glass barriers should be installed at the agency’s reception desk. Aġenzija Appoġġ has already explored the advantages and disadvantages of such a safety measure. However, one must note that the building is used by various people who require services regarding personal and sensitive matters. It is thus our view that glass barriers may create a less humane and uncomfortable environment for Appoġġ service users.

The letter also alleges there is no security entrance. It is important to note that the agency hires security services during its operating hours and this service is provided at the main entrance where the reception is located. Premises are surveilled by this security personnel and CCTV. In addition, staff at the reception area are monitored live while conducting their duties. This is to ensure the safety of both Appoġġ staff and service users.

Aggressive behaviour is not tolerated by the agency and whenever an incident of aggression, whether verbal or physical, takes place the police are called immediately to intervene.

Appoġġ reception area and counselling rooms are protected through a panic alarm system. This enables staff present in these rooms to sound the alarm in case of emergency and action is immediately taken.

In addition, the offices are only accessible to authorised personnel in a bid to safeguard the safety of employees.