Crisis Intervention Plans

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Introduction

Nonviolent Crisis Intervention is a holistic behavior management system based on the philosophy of providing the best Care, Welfare, Safety, and Security of both staff and volunteers. At Free Geek, we use NCI to:

  • Reduce disruptive incidents.
  • Prevent workplace violence.
  • Lower the risk of injury.
  • Improve customer and employee relations.
  • Reduce exposure to liability.
  • Build a culture of Respect, Service, and Safety at Work.

Level 1- Anxiety

  • Anxiety is a notable increase or change in behaviour. As Staff when we witness anxiety we should try to be supportive to that person with an empathic, non-judgemental approach. Ideally at Free Geek we never advance beyond this level 1, our goal is to relieve tension before it escalates.

- An example would be if a volunteer is starting to pace while waiting for a public computer to become available. A Staff member could ask them if there is anything they can do for that volunteer such as offer them a seat and tea in the kitchen while they wait.

Level 2- Defensive

  • Defensive is the beginning stage of loss of rationality, can become belligerent and challenge authority. As Staff when we witness defensiveness we should try to be directive. Being direct means taking control of a potentially escalating situation by setting limits.

- An example would be a customer becoming angry and shouting that his computer doesn't work in the Store and Staff directing him to leave the store and speak calmly outside. At this level we should send our concerns to the staff list and explain what happened, how the situation escalated and was there a resolution.

Level 3- Acting Out

  • Acting Out is total loss of control which results in physically acting out meaning a person is a danger to themselves or others. Staff when witnessing an acting out person should immediately secure the safety of themselves and then the safety of others close by, then call the police.

- An example would be a volunteer repeatedly hitting another volunteer in anger. Staff should step back from the situation then ask other volunteers close by to step away and call the police, 911.

Level 4- Tension Reduction