Leveraging the power of citizen engagement to dramatically improve customer service, agency focus and cost efficiency.
Situation in Arizona – What is your Disengagement Policy?
January 10, 2011 at 9:28 pm #120135
Wendi Pomerance BrickParticipant
This is the perfect forum to discuss this horrible tragedy, and effect some change if we can. First, my heartfelt sympathies for everyone involved – the public employees and the innocent bystanders.
We focus so much on engaging customers, sometimes we forget that there is a real danger in doing our jobs. Over the 20 years I was in public service, there were definitely places inspectors didn’t go alone, public meetings we only held with Sheriff’s deputies present, and folks we anticipated could be trouble every time they came to a counter.
How many of you have threat policies in place, and train your people on what to do to avoid harm’s way? It’s something that’s talked about quite a bit, but I don’t think many of us really have “disengagement” policies. It’s the real flip-side to what we do. This is a good time to start the conversation.
January 10, 2011 at 10:03 pm #120139
This is a spectacular discussion for you to launch! Thank you.
When I worked in the private sector as a bank teller, we were always running drills, discussing protocols and exploring scenarios for robberies, take-overs, hostage situations and identity theft scams. We always had a safety briefing, if not daily, at least weekly.
Decades ago, when I worked for the Defense Contract Audit Agency, we were given these laminated, red bomb-threat phone procedures. The red was so we could wave the paper at our co-workers, should we receive a threatening phone call. This was the only measure that was provided to us, right after the Oklahoma bombing. (Well, they also tightened up the building security, to include badged entry.)
Although, the building in which I currently work is badged, and we now have a security guard who walks the property (due to some vehicular vandalism), we don’t really have a centralized and regular discussion on threats. Although I appreciate not alarming the workforce unduly, I do think raising awareness of the possibilities is also important.
Recently, in Albuquerque, a gunman opened fire inside a hospital. After the incident, our safety officer sent out an email with guidelines of what to do if one is in a situation like that. I’d like to share those links:
I am eager to see what arises from this discussion.
January 17, 2011 at 5:54 pm #120137
Great comments Wendi. We have had shootings at our hospital also. Just a matter of time before some disgruntled veteran comes in and starts blazing. I’m hoping this will get discussed at our next staff meeting and some sort of plan will be discussed. Luckily Texas has the Concealed Handgun law, so perpetrators have to worry about who is packing….
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