RESPONDING TO PERCEIVED THREATS COMMUNICATION
From time to time, you may encounter a customer who is agitated or extremely angry. The overlying principle in such situations is to use your best judgement, and if necessary, respond in the following manner per the County employee handbook.
Addressing Verbally Threatening Interactions (but not physically threatening):
Responding to Physically Threatening Interactions:
Keep calm and listen carefully to what is being said or communicated. If you do not understand, or are uneasy, ask a second employee (who may also serve as a witness) to help you. 1. If you are not able to resolve the situation, inform the customer that your supervisor will be contacted to follow up with them. 2. If you are still unsuccessful and the customer is still verbally abusive, the highest level of supervisor at the site should address the situation and ask the customer to leave the property. 3. If this is not successful, call 911 for law enforcement assistance and the manager or acting manager should inform the next appropriate PRCS employee in the chain of command. 4. If someone is asked to leave, or if emergency personnel are called, report the incident to a member of the Department Leadership Team and fill out an Incident/Accident Report Form. 5. If anyone is injured or hurt, fill out an Incident/Accident Report Form to document the situation. 6.
1.
When faced with a physically threatening situation, you should follow the guidance for addressing verbally threatening interactions to the extent possible, taking into consideration the degree of the threat and the time needed to seek additional assistance.
In assessing the degree of threat, you must consider both County policy and the risk of danger to yourself or other people present. 2. If you see that you or another’s physical well-being or life is in imminent danger, call 911 for law enforcement assistance. 3. Inform the appropriate PRCS employees and the Deputy Director. 4.
Disruptive Behaviors and Facility Bans There are policies and procedures set by PRCS and the County (see appendix) that addresses disruptive non-employee behavior which adversely impacts the County’s ability to provide services. PRCS has processes in place to submit facility and property bans, but the action can only be taken by the facility managers and their supervisors and approved by the Department Director.
There are policies and procedures set by PRCS and the County (see appendix) to guide employees when they observe a member of the public taking pictures or filming on County property. The policy defines what is permitted, prohibited, rights of individuals and the appropriate employee response. Camera Use in Facilities
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