Handling a Bomb Threat: A Step-by-Step Guide for Telephone Operators and Staff
A bomb threat is a serious situation that demands immediate and decisive action. While the vast majority of bomb threats are hoaxes, each one must be treated as credible until proven otherwise. The initial moments of a bomb threat, especially when received over the phone, are crucial. The information gathered and the actions taken by the person receiving the call can significantly impact the safety of everyone involved. This comprehensive guide provides a step-by-step approach to handling a bomb threat received over the telephone, focusing on information gathering, immediate actions, and post-threat procedures. It aims to equip telephone operators, receptionists, security personnel, and any employee who might answer the phone with the knowledge and skills to respond effectively and calmly.
Understanding the Gravity of the Situation
Before diving into the specifics of handling a bomb threat, it’s essential to understand the potential consequences of mishandling such a situation. Panic, inaction, or disseminating inaccurate information can lead to:
* **Widespread Panic:** Uncontrolled panic can result in injuries and chaos, hindering evacuation efforts and potentially creating more dangerous situations.
* **Delayed Response:** A delayed or inadequate response can give the potential bomber more time to prepare or detonate the device.
* **Increased Risk of Injury or Death:** The primary goal in any bomb threat situation is to minimize the risk of injury or death to individuals. A proper response helps achieve this.
* **Legal Ramifications:** Failure to report a bomb threat or mishandling the situation can have legal consequences for the organization and individuals involved.
* **Damage to Property:** Even if a bomb doesn’t detonate, the threat itself can cause significant disruption and damage to property through evacuation and security measures.
Therefore, a well-defined and practiced bomb threat response plan is crucial for every organization. This guide serves as a valuable resource for developing and implementing such a plan.
Phase 1: During the Bomb Threat Call – Information Gathering
The most critical phase in handling a bomb threat is the actual phone call. The individual receiving the call becomes the organization’s first line of defense. Here’s how to maximize information gathering:
**1. Stay Calm and Composed:**
* This is paramount. Your ability to think clearly and remember details depends on your ability to remain calm. Take deep breaths and remind yourself to focus on the task at hand.
* Projecting calmness will also help keep the caller from becoming agitated or suspicious.
**2. Keep the Caller on the Line:**
* Try to prolong the conversation without sounding overly inquisitive or confrontational.
* Use stalling tactics such as asking the caller to repeat information, clarify details, or spell out words.
* Offer reassurance that you are trying to help. For example, say, “I want to understand exactly what you’re saying so I can help resolve this.”
* **DO NOT** hang up the phone. Hanging up can trigger the bomber or make it impossible to trace the call quickly. Even if the caller hangs up, do not hang up your phone receiver. If you have multiple lines, use a different phone to call authorities.
**3. Listen Carefully and Take Detailed Notes:**
* Pay close attention to everything the caller says. Write down the exact words used, even if they seem insignificant at the time.
* Record the time of the call and the duration of the conversation.
* Use a pre-prepared Bomb Threat Checklist (explained below) if available. Having this checklist readily accessible will ensure you don’t miss crucial details.
**4. Ask Probing Questions (Without Being Argumentative):**
* Once the caller has finished their initial statement, begin asking clarifying questions. The goal is to gather as much information as possible about the bomb and the bomber’s motives.
* **Key Questions to Ask:**
* “Where is the bomb located?” (Be specific: building, floor, room number, area)
* “When is the bomb going to explode?” (Try to get an exact time)
* “What kind of bomb is it?” (Type of explosive, trigger mechanism, any other details)
* “Why are you doing this?” (Motive, grievances, demands)
* “What will trigger the bomb?” (Timer, motion, remote control, etc.)
* “Who are you?” (Identity, group affiliation)
* “What do you want?” (Demands, ransom, specific actions)
* **Important Considerations When Asking Questions:**
* **Be Polite and Non-Threatening:** Use a calm, reassuring tone of voice. Avoid sounding accusatory or judgmental.
* **Don’t Interrupt:** Let the caller finish speaking before asking your question.
* **Repeat Answers:** Repeat the caller’s answers back to them to ensure you understand them correctly and to give them an opportunity to clarify. “So, you’re saying the bomb is in the main lobby?”
**5. Pay Attention to Background Noises:**
* Listen carefully for any sounds in the background that might provide clues about the caller’s location.
* Possible background noises include:
* Traffic sounds (cars, buses, trains)
* Industrial noises (machinery, construction)
* Voices (male, female, children)
* Music (type of music, radio station)
* Announcements (airport, train station)
* Specific sounds (factory, restaurant, etc.)
**6. Observe the Caller’s Voice and Speech Patterns:**
* Note any characteristics of the caller’s voice, such as:
* Gender (male, female)
* Approximate age (young, middle-aged, elderly)
* Accent (local, foreign, regional)
* Speech impediments (lisp, stutter)
* Emotional state (calm, agitated, angry, nervous)
* Voice quality (loud, soft, high-pitched, low-pitched)
* These details can be crucial in helping law enforcement identify the caller.
**7. Immediately After the Call, Record Everything:**
* As soon as the caller hangs up (or is disconnected), immediately write down everything you remember about the call. Don’t rely on your memory.
* Fill out the Bomb Threat Checklist completely.
* Contact your supervisor, security personnel, and the authorities (police and/or fire department) immediately. Provide them with all the information you gathered.
The Bomb Threat Checklist: A Vital Tool
A Bomb Threat Checklist is a pre-printed form that provides a structured way to record information during a bomb threat call. It typically includes the following sections:
* **Date and Time of Call:** Records the exact date and time the call was received.
* **Caller Information:**
* Phone number (if available)
* Gender
* Age (estimate)
* Accent
* Voice characteristics (loud, soft, nervous, etc.)
* Emotional state (calm, angry, agitated, etc.)
* **Bomb Information:**
* Location of the bomb (be specific)
* Time of detonation (exact time if possible)
* Type of bomb (explosive, chemical, etc.)
* Trigger mechanism (timer, remote control, etc.)
* Description of the bomb (size, appearance, any distinguishing features)
* **Motive:**
* Reason for the threat (demands, grievances, etc.)
* What the caller wants (money, specific actions, etc.)
* **Background Noises:**
* List any sounds heard in the background during the call.
* **Exact Words of the Caller:**
* Record the caller’s exact words as accurately as possible. This is crucial for investigators.
* **Your Name and Department:**
* Identify yourself as the person who received the call.
**Creating a Bomb Threat Checklist:**
* You can find templates for Bomb Threat Checklists online or create your own using a word processor or spreadsheet program.
* Make sure the checklist is clear, concise, and easy to use.
* Print multiple copies of the checklist and keep them readily accessible near telephones.
* Train employees on how to use the checklist effectively.
Phase 2: Immediate Actions After the Call
Once the bomb threat call has ended, prompt and coordinated action is crucial. The following steps should be taken immediately:
**1. Do Not Hang Up the Phone (Initially):**
* As mentioned earlier, do not hang up the phone immediately, even if the caller has disconnected. This allows authorities to attempt to trace the call.
* If you have multiple phone lines, use a different phone to make further calls.
**2. Notify the Designated Authority (Supervisor, Security, etc.):**
* Immediately inform your supervisor, security personnel, or other designated authority within your organization about the bomb threat. Follow your organization’s established protocol.
* Provide them with all the information you gathered during the call, including the completed Bomb Threat Checklist.
**3. Contact Law Enforcement (Police and/or Fire Department):**
* The designated authority should contact law enforcement immediately. Provide them with all the details of the threat.
* Follow the instructions provided by law enforcement officials.
* Do not attempt to investigate the threat on your own. Leave it to the professionals.
**4. Preserve the Scene:**
* Do not touch or move anything in the immediate area around the phone you used. This helps preserve any potential evidence.
* Keep unauthorized personnel away from the area.
**5. Follow Evacuation Procedures (If Directed):**
* If law enforcement or your organization’s leadership decides to evacuate the building, follow the established evacuation procedures.
* Remain calm and help others evacuate safely and efficiently.
* Do not use elevators during an evacuation. Use the stairs.
* Once outside, move to a designated assembly area and await further instructions.
**6. Cooperate with Authorities:**
* Cooperate fully with law enforcement officials and other emergency responders.
* Provide them with any additional information they request.
* Answer their questions honestly and accurately.
Phase 3: Post-Threat Procedures
Even after the immediate threat has passed, there are important steps to take to ensure safety and prevent future incidents:
**1. Debriefing:**
* After the incident, participate in a debriefing session with your supervisor and other relevant personnel.
* Discuss what happened, what went well, and what could be improved.
* Identify any areas where training or procedures need to be updated.
**2. Review and Update Security Procedures:**
* Review your organization’s security procedures to identify any weaknesses or vulnerabilities.
* Update the procedures as needed to address those weaknesses.
* Consider implementing additional security measures, such as:
* Enhanced access control (e.g., key cards, security cameras)
* Increased security patrols
* Mail screening procedures
* Employee training on security awareness
**3. Employee Support:**
* Recognize that a bomb threat can be a traumatic experience for employees.
* Provide access to counseling services or other support resources.
* Encourage employees to talk about their feelings and concerns.
**4. Threat Assessment:**
* Work with law enforcement to assess the credibility of the threat.
* Determine if there is a risk of future threats.
* Take appropriate measures to mitigate any identified risks.
**5. Training and Drills:**
* Conduct regular training and drills to prepare employees for bomb threats and other emergencies.
* Ensure that all employees know their roles and responsibilities.
* Practice evacuation procedures and other emergency protocols.
**6. Communication:**
* Maintain open communication with employees, customers, and other stakeholders.
* Provide regular updates on the situation.
* Address any concerns or rumors that may arise.
Key Considerations for Specific Environments
While the general principles of handling a bomb threat remain the same, certain environments may require specific considerations:
* **Schools:** Schools require special attention due to the presence of children. Evacuation procedures should be carefully planned and practiced to ensure the safety of students and staff. Communication with parents is also crucial.
* **Hospitals:** Hospitals have unique challenges due to the presence of patients who may be unable to evacuate easily. Evacuation plans should consider the needs of these patients. Security measures should also be in place to protect sensitive medical records.
* **Government Buildings:** Government buildings are often targets for bomb threats. Security measures should be particularly stringent. Coordination with law enforcement is essential.
* **Corporate Offices:** Corporate offices should have well-defined evacuation procedures and security protocols. Employee training is crucial to ensure a coordinated response.
* **Retail Establishments:** Retail establishments should focus on customer safety during a bomb threat. Evacuation procedures should be designed to move customers out of the building quickly and safely. Employee training should emphasize customer service and crowd control.
The Importance of Prevention
While it’s crucial to be prepared for a bomb threat, it’s equally important to focus on prevention. Organizations can take steps to reduce the likelihood of a bomb threat by:
* **Enhancing Security Measures:** Implementing security measures such as access control, security cameras, and security personnel can deter potential bombers.
* **Background Checks:** Conducting thorough background checks on employees can help identify individuals who may pose a risk.
* **Employee Training:** Training employees on security awareness and how to identify suspicious behavior can help prevent bomb threats.
* **Reporting Suspicious Activity:** Encouraging employees to report any suspicious activity can help prevent potential attacks.
* **Building Relationships with Law Enforcement:** Building strong relationships with law enforcement can improve communication and coordination during a bomb threat.
Legal and Ethical Considerations
Handling a bomb threat involves several legal and ethical considerations:
* **Duty to Warn:** Organizations have a legal and ethical duty to warn individuals of a potential danger.
* **Confidentiality:** Organizations must protect the confidentiality of information related to the bomb threat, while still providing necessary information to law enforcement and other relevant parties.
* **Discrimination:** Organizations must avoid discriminating against individuals based on their race, religion, or other protected characteristics when responding to a bomb threat.
* **False Alarms:** Knowingly making a false bomb threat is a crime. Organizations should cooperate with law enforcement to prosecute individuals who make false threats.
Conclusion
A bomb threat is a serious event that requires a swift, calm, and coordinated response. By following the steps outlined in this guide, telephone operators, receptionists, security personnel, and all employees can be better prepared to handle a bomb threat effectively. Remember, the key to a successful response is information gathering, communication, and cooperation with authorities. Regular training and drills are essential to ensure that everyone knows their roles and responsibilities. By prioritizing safety and preparedness, organizations can minimize the risk of injury or death and protect their employees, customers, and property.