Information Desk Specialist Traning Home - Intercom and Other Emergency Response Procedures at the Information Desk
The Intercom located next to the computer monitor on the left side of the Information Desk is to be used only for emergencies at the Information Desk. By pressing the “Call” button on the Intercom unit, the SSHL Circulation staff will be notified to drop everything and respond immediately. Circulation staff will be able to listen in to the conversation between the Info Desk staff and a possibly irate patron(s) and react accordingly. Be specific when reporting incidents and/or type of help needed. For instance, “Come to our desk,” “Suspect headed in your direction toward the front doors,” “Need your assistance,” etc. However, before notifying the SSHL Circulation staff via Intercom, please be familiar with the types of conditions below and the proper way(s) to report them.
Intercom Is Used When:
- The phone is not an option. If there is fear of retaliation from the irate patron if they observe the phone being used to call for help.
- Verbal abuse of staff by a patron (causing fear in staff person)
- Physical abuse of staff by patron
- Threatening behavior
- Lewd behavior
- Harassment
- Suspicious package (1)
- Stalking
- Facility problem threatening collection, ceiling leaks, flooding, etc.
Phone the Circulation Desk When:
- Suspicious package etc.
- Building emergency (2)
- Verbal argument between patrons
- Theft reports
- Suspicious or disruptive behavior
- Lewd behavior (if intercom is not an option)
- Harassment (if intercom is not an option)
- Stalking (if intercom is not an option)
- Reporting mutilation of collection or content of the building, i.e., furniture, computers, etc.
- Reporting persons stuck in elevator.
Call the Police Directly When (Notify the Circulation Desk that police have been called)
- Blood is present
- Weapons are present or suspect (if call can be placed safely otherwise use intercom)
- Witnessing a physical fight
Notes
- SUSPICIOUS PACKAGE: Do not use cellular phone or pull fire alarms, police will determine if alarms may be pulled.
- BUILDING EMERGENCY: Situations that present a health hazard, a physical danger.
