Procedures - Teamworks at Home - Wells Fargo

More documents

Recommendations

Info

Workplace Disruptions PROBLEM RESPONSE Loitering • Soliciting for money √ Politely ask them to leave the premises. • Obstructing business √ If they refuse, call your local police non-emergency number to report a trespasser disrupting business. • Blocking doorways or access to ATMs • Sleeping on furniture √ For persistent or ongoing problems, call your Regional Security Manager for advice or further assistance. Call 1-800-937-4928 if you do not know your Regional Security Manager. Disoriented People Successfully dealing with disruptive situations means identifying the appropriate response to the problem to diffuse the situation and minimize the threat of harm. Dialing 9-1-1 (verify that 911 is the correct number to use) is always the first response in a medical emergency. • Medical problem √ If you know the person, assist by calling a friend or relative of the person. • Mental impairment √ If you don’t know the person, ask if there is someone you could call. • Influence of alcohol or drug √ Otherwise, call your local police non-emergency number—inform them there is a disoriented person in the office or branch and ask for assistance. Don’t go through personal property to get identification. Let the police handle it. Don’t go through personal property to get identifying information—let the police handle it.
Harassment/Verbal Abuse • Verbally abusive remarks √ Try defusing the situation by listening and offering help. Don’t take outright abuse. • Sexual, racial, or ethnic slurs √ Provide an avenue for discussion, so that if there is a business problem, it can be resolved. • Personal insults √ Use statements such as “I’d like to help you resolve this problem but I need your cooperation”. If it is a business problem, it can be resolved. • Yelling, shouting, using profanity √ Turn the situation over to a supervisor to de-escalate and reduce your interaction with the upset customer. Verbal Threats • Threats to physically harm another person √ Take all threats seriously. • Threats to intentionally damage bank property √ Potential for violence increases if a person has made similar threats in the past and/or has a history of violent behavior. Take all threats seriously. √ If threat was brief and subject has gone, call your Regional Security Manager for threat management. √ Be prepared to identify the person with name and address, phone number and account number, if available. √ If name and address are not available, attempt to give an accurate physical description. √ Employee Assistance Consulting, 1-888-327-0027 is available for immediate and ongoing support. √ If threat escalates and subject remains, follow procedure described below. Physically Aggressive/Threatening Behaviors • Threat or display of weapon √ In case of immediate danger, call 9-1-1 (Verify that 911 is the correct number to use). • Acts of physical aggression √ Avoid using force or restraint unless critically necessary to protect yourself. • Destruction of property √ Notify Corporate Security at 1-800-937-4928. Avoid using force. √ Be prepared to sign a complaint and respond to prosecution. Your Regional Security Manager is available for immediate and ongoing consultation and support. Workplace Disruptions
Page 1 and 2: Emergency Procedures
Page 3 and 4: Corporate Business Continuity Infor
Page 5 and 6: • Participate in yearly emergency
Page 7 and 8: • Immediately notify the appropri
Page 9 and 10: • If safe to do so, secure sensit
Page 11 and 12: • Do not use a fire extinguisher
Page 13 and 14: Remain calm and do not panic. Do no
Page 15 and 16: Know your building’s evacuation p
Page 17 and 18: Tsunami Hurricane Tornado Flood and
Page 19 and 20: Tornadoes Spawned by powerful thund
Page 21 and 22: Floods, Flash Floods and Tsunamis F
Page 23 and 24: Excessive Heat and Humidity If a he
Page 25: Bomb Threat Card Questions to Ask:

Procedures - Teamworks at Home - Wells Fargo

Create successful ePaper yourself

Delete template?

Save as template?