NEW YORK — Jazmine Headley, whose chaotic arrest at a public benefits office in the Brooklyn borough of New York two months ago sparked a national outcry, testified with tears in her eyes at a City Council hearing Monday, recounting the day that her 1-year-old son was wrested from her arms as she struggled to hold on to him.

“It’s not just the fact that I was arrested. It was the harsh way that I was treated by people who are supposed to help me,” she said, adding later, “In my case, I was just sitting. A peaceful act.”

Video footage of the young mother desperately holding on to her baby went viral on social media and prompted the Council to introduce a package of more than a dozen bills aimed at improving the treatment of people who receive public assistance.

In brief but emotional testimony, Headley reminded Council members that she was one of thousands of New Yorkers who go to public benefits offices each day and face long waits, poor service and even disdain from caseworkers, security guards and police officers.

Her remarks ended with the room offering a standing ovation, and Council members publicly apologizing to her.

On Dec. 7, Headley had gone to an office in the Boerum Hill neighborhood to find out why the public assistance she had been receiving for her son to attend day care had been suddenly cut off. To make the trip, she missed a day from her job cleaning offices and had to take her son with her because he could not go to day care.

Seats in the main waiting area were taken, so Headley sat on the floor. A security guard told her to move, saying she was blocking a fire zone. Headley took exception to the guard’s tone and refused. (Officials later determined that Headley was not blocking a fire zone.)

The security guards, who are called peace officers and who work for the Human Resources Administration, called police. Chaos then ensued after a security guard grabbed Headley’s arm as she tried to walk away. Headley was arrested and had to spend four nights at Rikers Island before she was released and charges were dropped.

One guard has resigned, and the city is moving to fire another.

During the hearing, some Council members cited a report by the Safety Net Project, an advocacy group that has closely monitored how poor people are treated in seeking social services.

One of the bills in the legislative package would require the Department of Social Services, which oversees the Human Resources Administration, to issue quarterly reports on use-of-force incidents. Another bill would require the social services agency to create an “Office of the Special Handler,” which would act as an ombudsman for complaints and questions.

Other bills would create space for children, streamline appointments, hire social workers for all offices and administer training in de-escalation for employees.

Social Services Commissioner Steven Banks described similar pilot programs and efforts that were already underway. But Banks said the Council and Headley reminded him that his agency sometimes falls short. “I want everyone to hear our commitment to do more,” he said.

Banks, who publicly apologized to Headley in December, apologized again at the hearing, which was heavy on contrition from elected officials.

Councilwoman Laurie Cumbo, who represents Brooklyn, is a new mother like Headley. Sniffling through her own tears, Cumbo talked about the obstacles facing mothers as they pack up toys and supplies and navigate the city, only to face more obstacles in seeking assistance. Cumbo was so moved that she invited Headley and her son to attend her son’s birthday party.

Council Speaker Corey Johnson stepped down from the dais and hugged Headley. He addressed her directly, used the word “sorry” five times and apologized that she had to spend time in jail and endure poor treatment.

“I am similarly deeply, deeply grateful for your bravery, for you wanting to tell your story, for you wanting to ensure that this doesn’t happen to anyone else,” he said.

This article originally appeared in The New York Times.