Assemble a Crisis
Management Team ...
including:
Senior Management ...
Human Resources
Security Personnel ...
Local Law Enforcement
Medical Personnel ...
Employee Assistance
Program
Public Relations ...
Violence Assessment
Experts
Legal Advisors ...
Background Investigators
Step #2: Create a Crisis
Management Plan
The Crisis Management
plan should address:
Crisis Management team
members and roles ...
policy ... crisis
management
communication,
logistics, and recovery
Crisis management plans
... and a public
relations plan. Include
detailed procedures
supported by training
and rehearsal --
specifying who does what
and when. For example:
How to restrain the
perpetrator (and when to
do so)
Dealing with the
perpetrator after the
incident
How to contain the
incident ... and
evacuation protocols
Notification of security
staff and/or police
Summoning of medical
staff
Crisis Management
Communications -- during
the incident and
afterwards
Providing EAP support
Step #3: Establish a
Violence-Protection
Policy
Clearly stating the
organization's stand on
violent, disruptive and
threatening behavior, as
well as weapons in the
workplace.
Specifying an incident
and warning sign
reporting process. [See
Step 7.]
Posted at entrances,
employment office and
break areas ... included
in the Employee Handbook
... and verbally
communicated during new
employee orientation, in
department meetings and
in training sessions.
Consistently enforced.
Step #4: Train Managers
and Employees
Employees training
should cover:
Workplace violence
awareness
The warning signs of a
dangerous
employee/customer and
the triggering events
Their duty to report all
incidents and warning
signs, not just overt
violence and threats
How to de-escalate
threatening situations
How to protect
themselves and coworkers
when threatened
Their responsibility to
treat all people with
respect and dignity
Managers training should
cover all of the above,
plus:
Proper discipline and
terminations
Their role in response
and in crisis management
How to detect the
behavioral profile
during interviews and
reference checks
Step #5: Use Proper
Employee-Selection
Techniques
A hiring process --
which screens out the
potentially violent or
unstable -- is an
organization's first
line of defense. This
should include:
Control by an objective
and consistent third
party such as HR.
Review of applications
and resumes for
behavioral problems, not
just skills. For
example, gaps in
employment/education
history, job-hopping,
etc. ... and anything
suspicious or
inconsistent.
Broad background checks
(not just criminal
record) for all jobs.
Contacting prior
employers (i.e., actual
supervisors) for all
jobs -- probing
character/behavior-related
issues, not just dates
of employment or skills.
Drug and validated
psychological testing.
An in-depth interview of
all candidates by HR
(looking for behavioral
problems) prior to job
offer. Include careful
probing of: reason for
leaving, actual
supervisor, title,
responsibilities, dates,
and issues identified in
application/resume
review. Use behavioral
interview questions,
e.g., Give an example of
how you performed under
stress.
Effective screening of
contract, temporary and
part-time workers.
Step #6: Standardize
Discipline & Termination
Procedures
Discipline and
termination should
always preserve the
involved employees'
dignity. These should be
handled or controlled by
an objective third party
such as HR.
Include the tactful and
safe handling of
high-risk employees and
situations. Whenever
there is the slightest
concern about a
terminated employee
becoming volatile:
Have a second person
present at the meeting.
When terminating a male
employee, at least one
of the two people
present should be male
(preferably with a
strong physical
presence).
Conduct the meeting near
an exit and away from
other employees.
Do not allow the
employee to return to
the work area, at least
without a strong escort.
Discourage/prohibit
employee from returning
to any of your work
sites
When terminating a
contract employee,
confirm that the
contract agency has
effectively communicated
termination. Otherwise,
assume full
responsibility for doing
so, safely.
Step #7: Recognize Signs
of Trouble ... and
Ensure They Are Reported
Constantly stay on the
alert for the warning
signs and triggering
events. Establish and
communicate reporting
and tracking processes:
For physical violence,
verbal abuse, emotional
outbursts, threats,
strange behavior and
disrespect ... not just
physical accidents,
injuries and illnesses.
Offering alternative
channels (other than
chain of command) for
reporting. For example,
ombudsman-type managers
(representing as much
diversity as possible
and perceived by most
employees as
approachable) and/or an
internal or external
hotline, with
confidentiality
safeguards.
Step #8: Investigate All
Threats, Complaints and
Red Flags
Take all specific
threats seriously ...
and find out more about
vague threats. Pull
together your Crisis
Management Team to
investigate and
interview:
Talk with the potential
victim/complainant as
soon as possible after
the danger has been
identified or after an
incident has occurred.
Document what both you
and the potential/actual
victim say. [It may be
needed for litigation.]
Document the threat
itself and get
statements from others
who have heard or
observed the
perpetrator.
Meet with the
perpetrator, take his
statement, confront with
other statements taken,
document
Step #9: Take
Appropriate Action
Communicate with the
complainant/victim
results of investigation
and provide support.
Offer the potential
victim the opportunity
for professional
counseling and/or
security protection. Ask
the potential victim
what s/he needs from you
to increase his/her
level of comfort/safety.
Meet with the
perpetrator again and
apply the following as
appropriate: Training,
coaching, counseling,
EAP-referral,
disciplinary action,
termination, arrest.
If appropriate, notify
authorities in the
community.
Step #10: Deal with the
Aftermath
Address your employees'
reactions
Address your managers'
concerns
Gather professional
support
Arrange for proper
Crisis Management
communication
Reassess and improve
preventive measures
By: The Grimmes
link