CS Agent: Threat of suicide/self-direct harm

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):

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.

STEP	ACTION
1	Complete the following form Corporate Security Threat Form located on the eWeb > Corporate Security > Incident Reporting > Threat Form How to steps to locate the Corporate Security Threat Form on the eWeb https://eweb.nee.com/home.html Incident Reporting / Threat Form Threat Form If you have any issues completing the Threat Form, please reach out to Cassandra Mercado , Logan Teague, or Alexander.Cuesta 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	Has a case been created in Salesforce? If yes, proceed to Step 3 If no, create a case in Salesforce with request type: Complaints and subtype: Other and proceed to Step 3
3	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
4	Update the ticket once resolution has been reached