Frontline Fatigue: Why Public-Facing Staff Are Reaching Breaking Point

More than 75% of transport workers are prepared to take industrial action, according to the RMT union. Their survey of over 10,000 members highlights a growing crisis across the UK’s public-facing sectors. The key drivers? Understaffing, poor working conditions – and a rising tide of abuse and aggression.

In a climate where workers are increasingly expected to absorb risk without the right support, strike readiness is more than a wage dispute. It’s a warning sign.

The Crisis Behind the Headlines

The RMT’s figures, widely reported by The Independent and Evening Standard, show that:

• 77% of RMT members say they’re ready to take industrial action

• 83% said their workplace is understaffed

• 80% feel that safety has been compromised by cost-cutting and staff shortages

It’s not just transport. Nurses, retail workers, council employees, hospitality staff – people across public-facing industries are under pressure. And increasingly, they’re speaking out.

Confidence, Safety, and the Hidden Cost of Stress

At BR Specialists, we work with frontline teams every day. From train-the-trainer sessions in residential care homes, to de-escalation training in education and transport, we see the same pattern: people want to do a good job, but they’re under-resourced and exposed.

Nick Attard, General Manager at BR Specialists, reflects:

“There’s a deeper story behind the strike statistics. People are saying they don’t feel safe at work – not just physically, but emotionally. They’re being asked to manage aggression, defuse tension, and protect others, often without proper support. That kind of stress builds up – and eventually, something gives.”

When staff are pushed to their limits, the whole organisation feels it. Absence rises. Retention falls. Culture fragments. The ripple effect of burnout and confrontation isn’t always visible in a spreadsheet – but it shows up in daily operations.

A Widening Impact Across Industries

We’ve recently worked with:

• Specialist schools supporting pupils with complex needs, where staff confidence is key to safety and wellbeing

• Care homes delivering in-house Train-the-Trainer refreshers for nursing staff

• Healthcare and community services building resilience through structured physical intervention training
  

These are proactive steps – not reactive ones. The most forward-thinking organisations we work with aren’t just preparing for a crisis. They’re building cultures where staff feel confident and protected long before conflict escalates.

Nick adds:

“We can’t always change the pressures that public-facing workers deal with, but we can change how prepared they feel. Real training – the kind that sticks – empowers people to hold their boundaries, use safe physical techniques if necessary, and keep themselves and others safe. It’s about shifting from coping to confidence.”

Looking Ahead

The noise around strike action will grow louder in the months ahead. But underneath that, there’s a quieter truth: if we want to keep our public services functioning, we need to invest in the people who deliver them.

That means supporting staff not just with pay, but with meaningful training, safe systems, and leadership that understands what the frontline actually looks like.

Need support for your team? We work with organisations across care, transport, education, hospitality and more to build safer, more confident workplaces. Talk to us about our Train-the-Trainer programmes and PMVA training for your staff.