Threatening Situations

1. Remain Calm
2. Comply with the demands of the bandit without being overly co-operative
3. Avoid sudden movements
4. Advise the bandit of any movements you have to make
    

Contact

Emergency services on 000

Isolate the scene

1. Close the premises to the public.
2. Isolate the scene of the hold-up from personnel until Police arrive.
3. Ask witnesses to remain for Police to interview.
4. Do not make a statement to the Media.

As soon as possible after the event, complete a detailed statement of the events leading up to, during and following the incident. Witnesses should complete independent statements without comparing their observations with others.
  
Observations

• Your personal observations will assist the authorities in their investigations
• Physical description
• Build, height and weight. colour of eyes, hair and skin. Scars, tattoos. Clothing.
• The direction of escape.
• Nationality.
• Accent/speech impediments.
• Names used.
• Weapons used.
• Means of transport.
• Number of offenders
   

1. Never terminate the conversation. Even though the caller may have done so DON’T HANG UP YOUR TELEPHONE. 
2. Record as accurately as possible the words used by the caller and note:
   • Repetitious language Accent 
   • Impediments
   • Grammar
   • Tone inflection
   • Obscene language
   • Idiosyncrasies
   • Indication of intoxication
3. Endeavour to engage the caller in the conversation for as long as possible. If the caller is informed that the building is occupied and cannot be evacuated within the warning time, they may be encouraged to specify the type and location of the threat.
4. Try to assess the caller’s mental stability.
5. Ask questions, but do not interrupt:
   • Where is the bomb?
   • The building or site?
   • The size of the bomb?
   • The reason for the threat?
   • Name of the officer you are threatening?
6. Listen to the background noises and note:
   • Any conversations or laughter 
   • Vehicle noises 
   • Machinery or equipment noises
   • Coin drop of public telephones 
7. Estimate the age & establish the sex of the caller.
8. .Endeavour to establish the origin of the call and nationality of the caller.
9. Immediately after the telephone conversation record the time and duration of the call.
10. Report the call to CSSupport who will escalate the process

CSO:

• Try and keep the caller on the phone as much as possible, complete this form.

It is up to individual staff members to determine when it is appropriate to obtain assistance if confronted with a possibly threatening situation

Option 1 - Activate duress alarm

• If you feel that your safety is being threatened or that a threatening situation may occur, activating the duress alarm is appropriate.
• Activating the duress alarm will result in police attendance
• This response may not be appropriate in all cases – judge each situation.

If you have activated the duress button you must follow the procedures for the respective centres below:

Dandenong 
Springvale 
Parkmore 
  
Option 2 - Seek assistance

• Contact appropriate response staff depending on location:

Dandenong
Springvale
Parkmore

If no one on the list is available, contact Gavin Vogl and then the CS Support response number

  
Option 3 - Leave the Centre

• Exit the Centre safety if you feel your personnel safety is a treat
• Staff safety takes priority over operational or financial concerns