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Office Safety
Front Desk Training - De-escalating Communication
Dr. Michael Schlosser of the Police Training Institute can provide your front office staff with positive communication skills that will de-escalate situations that may not require police intervention. This is an important safety skill for all staff and students who work with the public. He will cover issues regarding the words we use, understanding situations from the other person's perspective, and diversity. To schedule this training, please contact Sgt. Joan Fiesta at jmfiesta@illinois.edu
Office Safety Procedures
This is a set of guidelines designed to help you plan for disorderly subjects in your building. This could include a subject who is displaying suspicious or disturbing behavior or a crowd of protestors.
- Create a communications code between offices on different floors to alert staff members that it’s time to initiate a lockdown.
- Determine which exits will be used by staff members should it become necessary to leave the building. Alternative exits should be identified also, in case a crowd or dangerous person shows up near the primary exit.
- Identify a safe, designated place for everyone to meet after leaving the building.
- Plan to secure files, computers, and rooms prior to leaving the building if you have time.
- In the event that you notice a suspicious person roaming around or you receive suspicious calls, please contact the police department immediately by dialing 911. Identify yourself and your location to the dispatcher. An example of a suspicious person might be someone you’re unfamiliar with who appears to be “casing” the layout of the building.
- Staff members should pay special attention to campus events, which may result in a demonstration or protest.
- A contact person for the building should be established. The purpose for this is so that the police department can directly contact someone affiliated with the building in the event that we need to pass along information on safety issues. This person should be someone that has a recognized level of authority in the building.
Dealing With A Disorderly Person in the Workplace
Having training for dealing with a problem person and sharing information with fellow staff can go a long way in preventing problems. These are some recommendations to consider when dealing with a possible disorderly individual.
- When possible, alert staff when you are meeting with a troubled or angry individual so they may monitor the situation.
- When dealing with a person who is angry, it can be safer to leave the door of the office open or slightly ajar.
- In you believe it is necessary, arrange for a fellow staff member to call you. The caller has the responsibility to ask specific questions which can be answered in a yes or no fashion so that the situation does not escalate. Questions asked should be
• Do you need help?
• Do you want me to call back?
• Do you want me to call the police? - If the police are called, please allow them to do their job. Your role is to help by describing the emergency, providing access, and providing as much information about the disorderly individual.
- If an unforeseen situation escalates, fellow staff may be the closest resource or responder. As staff members we need to be sensitive, alert and ready to help colleagues in the event of an emergency.
- If you are in your office and want the police called, telephone a fellow staff member and say, “Please cancel my conference call,” or something appropriate for your job.
When You Should Call Police
In all these situations you, or someone monitoring the situation, must take some action—Call the Police
- Whenever you are in imminent jeopardy
- Whenever another person is in imminent jeopardy
- Whenever property under you control is threatened
- Whenever personal safety zone is being violated
- Whenever you have exhausted all verbal options and person does not want to listen to you and becomes belligerent