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Level One (Early Warning Signs)

The person is:

• intimidating/bullying
• discourteous/disrespectful
• uncooperative
• verbally abusive

Response When Early Warning Signs Occur at Level One

• Observe the behavior in question.
• Report concerns to your supervisor to seek help in assessing/responding to the situation. If the offending employee is the reporting employee's immediate supervisor, the employee should notify the next level of supervision. If the offending person is not an employee, the supervisor of the employee reporting the incident is still the appropriate individual to receive and provide initial response.
• Document the observed behavior in question.
• Supervisor should Meet with the offending employee to discuss concerns. Follow these procedures:
• Schedule private time and place.
• Coordinate any necessary union participation.
• Get straight to the point.
• Ask the employee for his or her input.
• Ask the employee what should be done about the behavior.
• Ask how you can help.
• Identify the performance and/or conduct problems that are of concern.
• Identify the steps you would like to see to correct problems.
• Set limits on what is acceptable behavior and performance.
• Establish time frames to make changes and subsequent consequences for failing to correct behavior and/or performance.

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Level Two (Escalation of the Situation)

The person:

• argues with customers, vendors, co-workers, and management;
• refuses to obey agency policies and procedures;
• sabotages equipment and steals property for revenge;
• verbalizes wishes to hurt co-workers and/or management;
• sends threatening note(s) to co-worker(s) and/or management; and/or
• sees self as victimized by management (me against them).

Response When the Situation Has Escalated to Level Two

• If warranted, Call 911 and other appropriate emergency contacts (such as Federal Protective Service) for that particular facility, particularly if the situation requires immediate medical and/or law enforcement personnel.
• Immediately Contact the supervisor and, if needed, the supervisor will contact other appropriate official(s) such as functional area experts to seek help in assessing/responding to the situation.
• If necessary, Secure your own safety and the safety of others, including contacting people who are in danger (make sure emergency numbers for employees are kept up-to-date and accessible).
• Document the observed behavior in question.
• Supervisor should Meet with the employee to discuss concerns and, if appropriate, begin or continue progressive discipline. The supervisor should follow these procedures:
• Call for assistance in assessing/responding, if needed.
• Avoid an audience when dealing with the employee.
• Remain calm, speaking slowly, softly, and clearly.
• Ask the employee to sit down; see if s/he is able to follow directions.
• Ask questions relevant to the employee's complaint such as:
• What can you do to try to regain control of yourself?
• What can I do to help you regain control?
• What do you hope to gain by committing violence?
• Why do you believe you need to be violent to achieve that?
• Try to direct the aggressive tendencies into another kind of behavior so that the employee sees s/he has choices about how to react.

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Level Three (Further Escalation – Usually Resulting in an Emergency Response)

The person displays intense anger resulting in:

• suicidal threats;
• physical fights;
• destruction of property;
• display of extreme rage; and/or
• utilization of weapons to harm others.

Response When Situation is a Level Three Emergency

Any individual observing violent or threatening behavior which poses an immediate danger to persons or property is expected to:

• Call 911 and other appropriate emergency contacts (such as Federal Protective Service) for that particular facility, particularly if the situation requires immediate medical and/or law enforcement personnel.
• Remain Calm and Contact supervisor.
• Secure your personal safety first.
• Leave the area if your safety is at risk.
• Cooperate with law enforcement personnel when they have responded to the situation.

Once law enforcement personnel are on the scene, they will assume control of the situation. Witnesses should be prepared to provide a description of the violent or threatening individual, details of what was observed, and the exact location of the incident.

1. Document the observed behavior in question.
2. Supervisor, where needed, will contact functional area experts and will follow the procedures described in the Level Two section.

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Audience

This violence in workplace policy applies to all employees, contractors, public visitors, customers and anyone else whom employees come into contact with at work.

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