Why Threats and Violence Are a Problem News stories about violent incidents appear every day on television and on the front pages of our newspapers. Some of these stories capture national or international attention because they are about assaults on United States Presidents, Members of Congress, or other public officials. But countless other Federal Government employees are vulnerable also. These employees are "on the front-line," dealing directly with the public every day--Social Security claims representatives, Immigration border guards, Internal Revenue Service agents. Because you work for the Federal Government is no guarantee that you're protected from or immune to threats or violence from "customers" or members of the general public. People come into our Federal offices because they need our help. And, like customers anywhere, people who need the services provided by the Federal Government can become frustrated and tense. They may be nervous about their first visit to a Federal Government office. Sometimes they don't understand government procedures and regulations. When all of these stress factors are combined, a person may commit, or threaten to commit, violence. Unless these emotional, angry, or frustrated individuals are handled properly, they may harm you, themselves, or other customers. Sometimes even coworkers--perhaps under a great deal of stress because of problems at work or at home--may become threatening or violent. Many experts say there is no sure way to prevent acts
of violence in a place serving customers. Read this information carefully and discuss the ideas and suggestions with your supervisor and coworkers. What Should You Do? The following sections provide three fictional examples to describe the types of threatening or violent behavior that might happen in the Federal workplace. The two "front-line Federal agencies" selected for our fictional incidents (the Retirement and Benefits Administration and the Student Loan Commission) are themselves fictional. However, they represent the kinds of offices where, because of the nature of their work, employees may be vulnerable to threats or violent incidents. The actions and reactions of the Federal employees portrayed are deliberately exaggerated. This is done for emphasis and is in no way intended to represent anyone in a negative manner. The questions and multiple choice answers, after each example, are designed to help you think about what you should (or should not) do in similar circumstances. In-depth explanations of why each answer is or is not correct follow the questions. (The correct answers are also summarized for you in a handy, tear out card to keep on your desk as an emergency reminder of what you should do.) These answers are intended as guides and illustrations--not rules. There may be no "right" answers for a real life situation. But the description of these fictional incidents should help you recognize a potentially threatening or violent individual early enough to cope with the problem before he or she causes harm. The document is organized as follows:
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