A SUPERVISOR'S GUIDE

FOR RESPONDING TO VIOLENCE, THREATS,OR ANY INAPPROPRIATE BEHAVIORS

Office of Security and Administrative Management

Office of the Assistant Secretary for Administration

U.S. Department of Transportation Office of the Secretary of Transportation

SECTION I - INTRODUCTION

Violence in the workplace can have devastating effects on the productivityof organizations and on the quality of life of employees. The purpose ofthis document is to provide you with a reference and guidance for respondingappropriately to threats, reports of threats, suspicious activities, orquestions that arise regarding certain workplace violence situations.

It is important to recognize that violence is a workplace hazard. You musttake all reasonable steps to protect employees and others in the workplacefrom violent incidents that may result in injury or harm and also to protect Government and personal property. The attitude of "it is not my problem" is not realistic or practical. Your first step should be to fill in the emergency numbers on the back of this booklet and keep them readily available.

Supervisors and managers are responsible for ensuring that employees understand that it is the employee's responsibility to report threatening remarks or behavior or destructive or suspicious activities. All employees need to know exactly what to do when they have witnessed or received a threat. Even without an actual threat, employees should report behaviors or activities they regard as threatening, suspicious, or potentially violent.

Supervisors and managers who receive such reports shall evaluate, investigate, and take appropriate action(s) consistent with these guidelines.

Your Human Resources (HR) staff is responsible for consulting with supervisors and managers to assist in formulating an appropriate response plan. They will provide technical assistance on any corrective or precautionary measures that may be appropriate.

The Employee Assistance Program (EAP) is responsible for consulting with management and HR on an appropriate response plan, and providing short-term counseling and referral service to employees. Management may refer employees who are experiencing personal problems that may be impacting their performance or conduct to the EAP; however, employee participation is entirely voluntary.

Employees are responsible for reporting threats, suspicious activities, or acts of violence to their supervisor, regardless of the relationship between the individual who initiated the threat or threatening behavior and the person(s) who were threatened or were the focus of the threatening behavior.

It does not matter when or where the threats occurred. Supervisors must act upon any employee report of threats. Employees reporting threats shall not be subject to interference, coercion, discrimination, penalty, censure, or reprisal as a result of these reports.

The Department of Transportation is committed to ensuring the safety and security of its employees. Threats, threatening behavior, or acts of violence against employees, visitors, guests, or other individuals by anyone on departmental property shall be not tolerated or ignored.

SECTION II - VIOLENT, OR POTENTIALLY VIOLENT BEHAVIOR

A. VIOLENT BEHAVIOR

1. If firearms or Other Weapons Are Involved:

a. If possible, evacuate all personnel from the area and prevent any further entry into the area.

b. Call, or have someone else call, the local emergency number (usually 911). Also notify the building guards, Security Office, and/or the Federal Protective Service. Do not ignore reports, or your own observation, that a person has used, is threatening to use, or has in his/her possession, a gun or any other weapon. Do not try to disarm or confront the person.

c. Make as many observations as you can on the person's behavior and appearance and if there is any indication that he/she might be under the influence of alcohol or drugs. Write down all the observations when safely possible, and date the notes. If other people are present, have them record their observations as well. Give copies of all notes to HR, Security, and/or the local law enforcement officials, as appropriate. These notes may provide valuable information, and they will be useful when proposing or taking corrective or precautionary measures.

d. Local law enforcement officials will remove the person from the area and confiscate all evidence. The person's building pass and keys must be confiscated to ensure that the person can not enter the building again without agency permission.

e. If the person is an employee, contact HR and EAP for assistance in determining an appropriate course of action. If you determine that the employee should be restricted from the worksite for a period of time, HR can provide assistance with the procedural requirements for taking this action.

2. If There Has Been a Physical Attack:

a. Call the building guards, Security, the Federal Protective Service and/or your local law enforcement officials, as appropriate.

b. If you can safely do so, keep the involved parties calm and separated until help arrives. In some cases they should be removed from the worksite or the building. Your HR specialist and Security can answer questions about barring an employee from the worksite for an extended period of time, if necessary.

c. You should make as many observations as you can on the person's actions and appearance of the involved parties, and any indication that they may be under the influence of alcohol or drugs. Write down your observations and document your actions when safely possible and date the notes. If other parties are present, have them make notes of their observations as well. Give copies of all notes to HR, Security, or local law enforcement officials, as appropriate.

d. If you supervise an employee who physically attacks someone and you determine that it is not necessary to keep that employee from the worksite, consult with HR or Security concerning other corrective or precautionary measures that may be appropriate.

e. The HR staff can provide information about referring an employee to the EAP. When a referral is made based on specific instances of performance or misconduct, it is advisable for management to consult with EAR prior to making the referral.

3. If an employee's Violent Conduct Occurred Off-duty:

If you learned of the conduct through police reports, the media, or other sources, discuss with HR and Security whether the conduct requires an agency action to restrict the employee from the worksite, or if any other corrective or precautionary measures are warranted.

B. POTENTIAL VIOLENCE

There may be situations where an employee has not exhibited violent or strange behavior at the worksite, but you receive warnings that indicate a future risk of violence. Some examples are:

1. notification by a doctor or a family member that an employee is suffering from mental illness and has made violent statements about others;

2. notification from a family member than an employee has been using drugs or alcohol and is acting irrationally;

3. comments about suicide to a supervisor or coworker that create concern about an employee's personal safety.

In these situations, it is prudent to call HR or EAP to help you determine your course of action. Under no circumstances should you ignore these warnings, even if you think they are not serious.

SECTION III - THREATENING, INTIMIDATING, OR HARASSING REMARKS OR BEHAVIOR

With increasing reports of violence in the workplace and warnings not to ignore the signals of potential violence-like threats, supervisors have to balance workplace safety with the rights of individuals to be treated fairly. Deciding if a particular statement of action constitutes a "threat" or creates a hostile working environment is difficult. Supervisors must exercise good judgment in making such determinations. Supervisors should immediately consult with HR, Security, and/or local law enforcement officials as appropriate for assistance in making the determinations and deciding what action(s) may be warranted.

A. DIRECT OR VEILED THREATENING STATEMENTS

Statements may be direct threats like "I am going to kill you..." or veiled threats like "Something bad will happen to somebody,""I'm afraid I may hurt someone," or "I think about killing myself." Some of the ways people may receive threatening remarks include:

1. remarks made directly to the target of the threat orally, either in person or through telephone calls;

2. remarks to one person about another; or

3. remarks made in letters, notes, or electronic messages.

When you are aware of such threatening remarks, do not ignore the information, even if you do not personally believe the threat is serious. You must determine the severity of the threat and decide what, if any actions are warranted. Security, HR, and/or local law enforcement authorities can help you plan your actions and also inform the target(s) of the threats. They can also help you take steps to ensure the safety of employees at work.

B. INTIMIDATING OR HARASSING REMARKS

Intimidating or harassing remarks may not actually contain a threat. However, if anyone feels intimidated or frightened by remarks made at work or off-duty, they may report this to you. Do not ignore this information.

You must determine the seriousness of these threats, and decide what, if any, action(s) may be appropriate. You should consult with HR and Security.

C. INTIMIDATING OR HARASSING BEHAVIOR

Intimidating, harassing, or confrontational behavior can include such things as physically crowding, stalking, or directing menacing looks or gestures to create fear in other persons. Such actions are inappropriate to the workplace and should not be tolerated. You should consult with HR and Security in dealing with these kinds of behaviors and deciding what, if any, corrective or precautionary measures may be warranted. In some cases, particularly those involving off-duty incidents, employees may be advised to contact local law enforcement authorities.

SECTION IV - IRRATIONAL OR INAPPROPRIATE BEHAVIOR

Irrational or inappropriate behavior often bothers others and can be extremely disruptive. These behaviors may be a warning sign of potential hostility or violence, or may be indicative of other problems. When ignored, they can escalate to more serious problems. Determining if a particular instance of irrational or inappropriate behavior indicates a potential for future violence is difficult.

Examples of irrational or inappropriate behaviors may include: unwelcome name-calling, obscene language, or other abusive behavior; intimidation through direct or veiled verbal threats; throwing objects regardless of the target of the object being thrown; physically touching another person in an unwelcome, intimidating, malicious, or sexually harassing manner such as hitting, slapping, poking, kicking, pinching, grabbing, pushing, etc.; or physically intimidating others including such acts as obscene gestures, "getting in your face," or fist shaking.

When incidents of inappropriate behavior are observed or reported, document the incident and decide what action(s), if any, may be appropriate. You should consult with Security, HR, and/or EAP staffs. Response to such behavior depends on a variety of factors, such as: (1) the effect on the employees' performance of their jobs; (2) the effect on other employees or clients, (3) violation of workplace rules and acceptable standards of conduct, or (4) your determination as to whether these actions indicate a potential for future violence.

SECTION V - FOLLOW-UP ACTIONS

Anyone exposed to violent events, at work or away from work, needs support from family, co-workers, and management. When they receive this support, they may feel less isolated, distrustful, and withdrawn. Active support tends to promote increased commitment, productivity, and recovery.

Individual or group counseling sessions may be necessary for some individuals. HR or EAP can help supervisors and employees choose appropriate post-violence activities.

EMERGENCY PHONE NUMBERS

Building Guards_______________________________________

Security Office_______________________________________

Federal Protective Service______________________________

Police/Sheriff________________________________________

Fire Department_______________________________________

Ambulance___________________________________________

Health Unit___________________________________________

COPING WITH THREATS & VIOLENCE

For an angry or hostile encounter:

- Stay calm. Listen attentively.
- Maintain eye contact.
- Be courteous. Be patient.
- Keep the situation in your control.

For a person shouting, swearing, and threatening:

- Signal a coworker or supervisor that you need help.
- Do not make any calls yourself.
- Have someone call the building guards, Security Office, FPS, or the local police.

For someone with a weapon:

- Stay calm.
- Maintain eye contact.
- Stall for time.
- Keep talking...but follow instructions from the person with the weapon.
- Don't risk harm to yourself or others.
- Don't ever try to be a hero.
- Never try to grab a weapon.
- Watch for a safe chance to escape.

TELEPHONED SUICIDE OR BOMB THREATS

- Stay calm. Keep talking.
- Do not hang up.
- Signal a coworker to call building guards, Security, FPS, or local police.
- Ask the caller to repeat the message, Write it down.
- Repeat the questions, if necessary.
- For a bomb threat, ask where it is and when it will go off.
- Listen for background noises. Write down what you heard.
- Write down whether it is a man or woman; pitch of voice or accent; anything you notice.
- Try to get the person's name, location, and phone number.

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