NCJ Number
47448
Date Published
1978
Length
0 pages
Annotation
A TRAINING PROGRAM FOR SWITCHBOARD OPERATORS WHO MAY BE FACED WITH BOMB THREATS IS PROVIDED IN THIS MULTIMEDIA PACKAGE
Abstract
THE INCREASING PROBLEM OF BOMB THREATS HAS FORCED SOME COMPANIES TO TRAIN THEIR EMPLOYEES TO DEAL WITH THESE THREATS. THIS PACKAGE INCLUDES INSTRUCTIONS FOR ITS USE AND CAN BE ADAPTED TO FIT THE NEEDS OF THE COMPANY. IT IS PRIMARILY INTENDED FOR THE SWITCHBOARD OPERATORS WHO NORMALLY WOULD BE THE FIRST PERSONS TO RECEIVE THE THREATS. SHORTENED VERSIONS OF THIS PACKAGE MAY BE USED TO TRAIN ANY EMPLOYEE. THE SET CONTAINS A MANUAL FOR THE TRAINER; INTRODUCTORY MATERIALS INCLUDE SLIDES WITH A WRITTEN SCRIPT. A CASSETTE WITH VARIOUS TYPES OF THREATENING CALLS IS DESIGNED TO POINT OUT DIFFERENT WAYS OF IDENTIFYING THE TYPE AND SERIOUSNESS OF THE CALL. IT HELPS TO TRAIN THE OPERATOR TO NOTICE THE AGE, RACE, AND SEX OF THE CALLER; TO PICK OUT ANY KIND OF BACKGROUND NOISES WHICH MAY GIVE AWAY A LOCATION; AND TO TRY TO GET AS MUCH INFORMATION AS POSSIBLE FROM THE CALLER. IT ALSO POINTS OUT SEVERAL TRICKS THAT THE OPERATORS CAN USE TO TRAP THE CALLER WITH A LIE (I.E., TO DETERMINE IF THE TREAT IS A HOAX). THE SECOND PART OF THE TAPE PROGRAM GIVES TACTICS, WITH EXAMPLES, FOR TRYING TO GET MORE INFORMATION FROM THE CALLER. THE FINAL SECTION OF THE TAPE PROGRAM PROVIDES PRACTICE ON IDENTIFYING SPECIAL CHARACTERISTICS OF THE CALLER. EACH TAPE CONTAINS NARRATION ABOUT EACH SAMPLE CALL, AND A DISCUSSION ON THE REACTIONS OF THE OPERATOR FOLLOWS EACH SAMPLE. HANDOUT MATERIALS FOR THE TRAINEES INCLUDE BROCHURES, THREAT REPORT FORMS, AND SELF-ADHESIVE REMINDER STICKERS. (BAC)