/
Threat Escalation Handling

Threat Escalation Handling

Owned by Jennifer Salazar (Unlicensed)
Last updated: Sept 30, 2024 by Rafael Gonzalez
4 min read

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.

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

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

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

 

Table Of Content:

Reporting Threats

Step

Action

Step

Action

1

  • Recognize the threat

 

 

2

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

3

  • Immediately inform your direct Lead/Supervisor about the situation

 

4

 

  • Is there an OPEN case in Sales Force?

5

  • Update the ticket once Lead/Supervisor has been reached

Threat Escalation Handling (For Lead/Supervisor ONLY):