Step 1
Make the person feel safe
Respond calmly and discreetly
Invite them to the meeting room (our designated safe space)
Inform another volunteer of the situation
If necessary, and if safe to do so, ask the individual causing the distress to leave
Step2
Support the customer with their specific concern
Call 999 if it’s an emergency or if a crime is in progress
Listen to the customer and ask them what they need
Ask the customer about what has happened.
Support the customer to leave the building safely (eg via the fire door in the meeting room and side passage)
Step 3
Follow up
Record the incident for reference in our incident book under the library counter.