Handling anonymous bomb threats on telephone
Receiving a bomb threat over the telephone can be a stressful situation. The bomb threat call will usually come without warning and require immediate action on the part of the person handling the call. No matter how much training you've received in handling these calls, each threat will be unique and require your complete attention. While it is true that the vast majority of telephoned bomb threats are hoaxes, they must be considered real until proven otherwise. Being on the receiving end of a bomb threat call will demand the use of all of your interpersonal skills, as well as, your professional telephone skills.
Concentration, professionalism, active listening, note taking and asking questions will all be necessary if one hopes to obtain all possible information from the caller. The following is a list of important points to remember if you receive a bomb threat call:
- Remain calm and in control. Panic and fear can interfere with your ability to concentrate and in turn cause you to miss valuable information the caller may have to offer.
- Don't hang up, transfer the caller or place the caller on hold. This may be the only contact the caller will have with the facility. If you hang up on the caller, they may not call back. If you transfer the caller or place the caller on hold, they may not be there when the line is picked up again.
- Signal a co-worker to listen in on another extension. The co-worker may pick up on information you miss during the call. If a co-worker does listen to the conversation over another extension it is important that they take notes and not speak to the caller. If two people are speaking to the caller at the same time, it may confuse or anger the caller or be consider as a lack of respect or trust.
- Signal a co-worker to notify security or management. If is important to initiate the bomb threat response plan as soon as possible.
- Use all your telephone etiquette skills. Be polite and treat the caller with respect. Don't talk with others around you while on the line with the caller. Don't become angry, degrade or verbally abuse the caller. Angering the caller may cause them to terminate the call before the necessary information can be obtained.
- Keep it conversational. Try to get the caller to talk and keep them talking as long as possible. The more the caller talks, the more information you'll be able to get. This may require you to talk also. Ask questions. Obtain as much information as you can.
- Obtain all important information. While all information given by the caller is important, the three most important pieces of information to obtain are:
- WHERE IS THE BOMB?
- WHEN WILL IT EXPLODE?
- WHAT DOES THE BOMB LOOK LIKE?
- If the caller does not volunteer this information, ask for it. Unless you are able to obtain this information, little can be done to respond to the threat. When you obtain this information, repeat it back to the caller to insure it is correct.
- Take notes during the call. Write down everything the caller says. Have a bomb threat checklist at your desk at all times.
- Pay attention to background noises on the telephone. Listen for music, sounds or any other noises that could give a clue to where the call is coming from.
- Pay attention to the caller's voice. Does the caller have an accent or speech impediment. Is the caller male or female. Does the caller sound like an adult or child. Does the voice sound familiar.
- If the caller asks to speak to a specific person, allow him to do so. Have the individual brought to you. Stay on the line with the caller and attempt to gather information. When the other individual arrives, allow them to speak with the caller and you remain listening on another line. Remember only one person speaks to the caller at a time.
The above procedure would enable the crisis management team to decide whether the call is real or hoax. A Real call would necessitate initiation of evacuation procedures.