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Handled By: Customer Support Agents

Background: There may be instances where a customer/homeowner poses a threat of suicide or self-direct harm.

Examples (but not limited to):

  • "If you don't remove the solar panels, I'm going to kill myself."

  • “If this issue is not resolved, I will hurt my family.”

Info

Important Notes:

  • Please use /wiki/spaces/CX/pages/2983231591, when applicable, to de-escalate an irate/angry customer. The goal is to keep the customer as calm as possible.

  • Full customer authentication is NOT REQUIRED.

  • If the customer is requesting to be transferred to a customer support supervisor, warm transfer to the next available one. If no customer support supervisor is available, warm transfer to a lead resolution specialist.

Process Overview

...

STEP

...

ACTION

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1

Expand
titleHow to steps to locate the Corporate Security Threat Form on the eWeb

  1. https://eweb.nee.com/home.html

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  1. Incident Reporting / Threat Form

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  1. Threat Form

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Background: This article will guide you through the essential steps to ensure that all threats are properly reported, whether related to physical security, or any other types of threats.

Note

Important Considerations:

  • All threats must be considered authentic

  • Actions should be taken every time a threat is made (NO EXCEPTIONS)

  • If an agent or team member receives a threat on a recorded line, the process outlined below should be followed and the appropriate form (If accessible) should be utilized to the best of their ability

How to Identify Threats

Info

Threats can come in many different forms:

  • Direct Threat: This is when an aggresor acts or verbalizes in a manner that puts another person in fear of immediate physical violence

  • Implied Threat: Is when there is an act or suggestion that creates the perception of a threat

  • Perceived Threat: Occurs when the person being threatened believes they were threatened, but no verbal or physical were uttered

Type of Threats

In Person

  • This may require immediate action and notification of law enforcement if it is believed that the threat is imminent.

An Imminent Threat is defined as a threatened action that is about to occur

By Phone

  • Threats against any Facility and/or its employees made during a phone conversation should be ACCURATELY documented and a threat report submitted

By Email

  • Threats received via email should be preserved (Screenshot) and a threat report can be submitted online or by contacting the Security Operations Center Directly

By Social Media

  • Threats Received or discovered on Social Media should be preserved (Screenshot) and a threat report can be submitted online or by contacting the Security Operations Center directly

Self Harm

  • Individuals often threaten to commit self-harm when facing challenging circumstances. Like Threats that are considered Imminent, Immediate action is required by contacting the Security Operations Center Immediately

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Table Of Content:

  • Reporting Threats

  • Bomb Threats

  • Lead/Supervisor Threat Escalation Handling

...

Reporting Threats

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Maintain confidentiality as this is crucial when reporting threats, especially in the workplace. Avoid discussing the threat with anyone except those directly involved in handling the situation. This ensures that the potential threat doesn't escalate or tip off the perpetrator.

Step

Action

1

  • Recognize the threat

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  • The Initial step in threat reporting is the recognition of potential threats, which can manifest in diverse ways.

  • If you encounter or receive any threat activity, it is imperative to rely on your instincts and promptly inform the authorities or relevant security personnel about anything that appears out of the ordinary or potentially dangerous

2

  • Remain Calm, Keep the caller on the line for as long as possible

Info

DO NOT HANG UP, even if the caller does)

3

  • Immediately inform your direct Lead/Supervisor about the situation

4

Tip

THE FORM MUST BE COMPLETED ACCURATELY AND AS QUICKLY AS POSSIBLE.

On Threat Form, see the following notes:

  • CUSTOMER ACCOUNT NUMBER: Engine Platform Job Link

  • THREAT INCIDENT DISTRICT: 1000 Out of State

  • Attachments: All supporting documentation such as, but not limited to, phone audio, chat or email transcript, etc.

  • Make note of the incident report number provided

2

Info

If you have any issues completing the Threat Form, please reach out to Cassandra Mercado , Logan Teague, or Alexander.Cuesta

Note

For Threats specific to a BOMB; Take note of the following:

  • If the caller only says “There is a bomb” and no other details are provided, complete the form with the following information “Call Did not say”

  • Be prepared to write exactly what the person says in the appropriate field

  • There are some sections that can be answered based on the interaction without asking questions (Male, Female, Voice and Background noises)

You can Use (If possible) the following form as a reference to gather relevant information about the bomb threat

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  • Has a case been created in Salesforce?

  • If yes, proceed to Step 3

    • If no, create

    • Has a case been created in SalesForce?

    IF YES: Create a case assignment to ‘Customer Support Team Supervisor’ and in ‘Referral Comments’ input the incident report number provided from the Corporate Security Threat Form

    IF NOT:

    proceed to Step 33
    ‘Customer

    • “Customer Support Team

    Supervisor’

    • Supervisor” and in

    ‘Referral Comments’

    • “Referral Comments” input the incident report number provided from the Corporate Security Threat Form

    4

    Note

    If a case creation is needed then please try to gather and include the following information within the SF Case:

    • Date/Time of Threat

    • Classification of Threat (Suicide/Self Threat, Personal, Telephone, Written or Online

    • Classification of Person making the Threat (Customer, Public, Employee, Former Employee)

    • Name of the Person making the threat (If Known)

    • Name of the place the threat occurred (Office, Outside the office, public place)

    • Incident threat summary

    • Any additional information that may help the investigation

    5

    • Update the ticket once

    resolution

    • Lead/Supervisor has been reached

    Lead/Supervisor Threat Escalation Handling:

    Tip