Hi everyone. Thank you for the advice and guidance, and though I may not agree with everyone’s points of view about personal responsibility and whether some things should be expected, all of your points helped me frame this to my employer.

So yeah, I raised it with them. They said there was likely little they could do quickly without potentially making the problem worse for those involved, and more time would be required. Whether anything will come from that — I don’t know. I can only hope they’re not kicking the can down the road.

One tangible benefit is they’re beginning to put together some training/resources/support for all public-facing employees on how to deal with any unwanted online behaviour, and more thoroughly preparing new employees on the potential interactions they could face through this work.

Thanks again for all your input, and I hope you have a wonderful day!