Page 39 - DB Crisis Management Guide

Major Crime – In Store or On Our Property

PREPARATION

 All Managers and Team Members who are responsible for answering the phone will review the Bomb
Threat procedures as part of their new hire training/onboarding and will refresh on an annual basis.

 You should always be aware of your surroundings and be alert if you see a suspicious package that is out
of place or a person(s) acting suspiciously. Sometimes you have to trust your instincts.

In a perfect situation, the Crisis Team will provide guidance on next steps in the event your store receives a
bomb threat. However, because of the potential seriousness of the situation, it is critical that all Managers are
familiar with the process to follow in the event there is not time to notify the Crisis Team before actions must
be taken.

WRITTEN BOMB THREAT

 Remain calm.

 The first person reading the message should contact the Manager immediately and inform him/her of the
message. Take immediate steps to protect any fingerprints on the message or inside the envelope.

 Call 911.
 Call your ROD/ROM. The ROD/ROM will contact the Crisis Hotline and the Crisis Team will be activated.
 Avoid any further handling of the message and make note of all individuals who handled the threat.
Individuals who handled the communication should be advised that they might be asked for fingerprints for
elimination purposes.

BOMB THREAT RECEIVED VIA PHONE

 Remain calm.
 If a Team Member takes the call, he/she should immediately page the Manager via the intercom or by
radio and request him/her to come to the Front Desk immediately. Have the Team Member write down as
many details as he/she can remember. Tell him/her not to elaborate and to only include facts.
 Use the “Bomb Threat Checklist” to keep the caller on the phone. Ask enough questions to determine the
type of bomb and reason for its existence.
 Attempt to identify background noises that may help to determine location of the caller, such as traffic,
music, laughter, etc. An educated guess should be made as to the sex, age, race, voice or accent of the
caller, or if a disguised voice was used.

 Inquire, if possible, the time the bomb is scheduled to explode, the location of the bomb, and the possible
reason for the threat.

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