Critical incidents

Generally, threats are received by phone or email. When received, assess the threat.  Use the table provided in the risk estimation section above.

Consider whether the worker has a plan to carry out the threat, their proximity to the target of the threat, what resources they have available (for example, weapons, drugs, etc.) and what may have prompted the threat.

Remain calm. Acknowledge the threat (acknowledgement can sometimes help to deescalate a serious situation).  Consider providing the worker with the Mental Health Services (MHS) number (1-855-675-9222) or transfer them directly. Ensure the worker has the claim number needed to access the service.

Respond to threats of intention to inflict harm to another person or property:

Gather information from the worker to assess the credibility and severity of the threat (for example, whether the worker has a plan and/or opportunity to carry out the threat). Try to: 

• Determine the worker’s location.
• Determine the seriousness of the worker’s intent.
• Evaluate whether the worker has the resources needed to carry out the threat. 

Avoid vague discussions or debates. Ask direct questions such as:

• Do you have a plan? Do you have a weapon? When or where will you carry out the threat?
• Are you expressing anger or are you serious about carrying out your threat?
• Have you consumed alcohol, drugs or pills? 
• Is someone else at home? Is there a doctor or close friend we could call?

If the threat is immediate or imminent (for example, the worker’s family or another person appears to be in danger and the worker claims to have a weapon), remain on the phone and have a team member call 911 to request intervention.  When making a call to 911, disclose relevant information related to the threat that will allow emergency services to respond. This may include some personal details including age, physical description, phone number, and address or location of the caller.  Information related to the worker’s claim should not be discussed.

If the threat is received after regular business hours and there is no team member available to call 911, consider placing the caller on hold while calling 911 for assistance.  When it is not possible to put the caller on hold, end the call and immediately call 911 to have emergency services dispatched.  It is more important to have first responders enroute to intervene, than to keep the caller on the line.

Advise the worker that threats are taken seriously, not tolerated and that the call will be reported to Corporate Security. 

Respond to an in-person physical threat:

If a physical altercation occurs, take immediate action to remove yourself and others from harm and to protect threatened individuals. For example: 

• If in a closed area such as a WCB meeting room, leave the room or area immediately and try to evacuate others from the area. 
• Activate the security alarm or request assistance from Security. 

Respond to threats of self-harm or suicide:

If a threat of self-harm or suicide is made, or if someone has begun to self-harm (for example, if they claim to have taken pills or have a weapon): 

Try to keep the worker on the phone and have a fellow team member call 911.  

• If the threat is received after regular business hours and there is no fellow team member to call 911, reach out to the after-hours emergency number for Corporate Security.
• If the person ends the call, call 911. 

When making a call to 911, disclose relevant information related to the threat that will allow emergency services to respond.  This may include some personal details including age, physical description, phone number, and address or location of the caller.  Information related to the worker’s claim should not be discussed.

If the threat is received after regular business hours and there is no team member available to call 911, consider placing the caller on hold while calling 911 for assistance.  When it is not possible to put the caller on hold, end the call and immediately call 911 to have emergency services dispatched.  It is more important to have first responders enroute to intervene, than to keep the caller on the line.

If someone expresses thoughts of self-harm but does not appear likely to hurt themselves immediately, communicate WCB's willingness to help. Advise the worker of the community resources that they may access (for example, the nearest hospital emergency department, their family physician, a treating psychologist, or the suicide distress line 9-8-8). Provide the worker with the Mental Health Services (MHS) line number (1-855-675-9222) or transfer them directly. Ensure the worker has the claim number needed to access the service. 

To obtain assistance with assessing the risk of the threat, contact the urgent call line to connect with a WCB psychological consultant.  The WCB psychological consultant will guide the decision maker through a risk assessment and provide recommendations to address the threat (e.g., contacting the family physician, treating psychologist or the police, as appropriate).

Note: WCB Psychological Consultants are subject to professional standards and provincial regulations limiting their ability to counsel workers directly. However, they can still provide advice to the decision maker on how to proceed or may assist by calling treating providers or the police to request a wellness check.

Record detailed and specific information about the conversation and steps taken to respond to the incident, including:

• Nature of the discussion with the person making the threat
• Description of the threat or altercation
• Exact quotes and specific threat information
• Action taken

Report the threat or altercation to Edmonton Corporate Security or Calgary Corporate Security by telephone, outlining the incident and describing statements made about staff or public safety, whether this was the first time the person made a threat, and whether they intend to go to a WCB office. 

Corporate Security will assess the threat and determine how the immediate issue should be handled. This may include:

• Advising the worker that threatening behaviour is not tolerated
• Advising the worker of further action that may be taken
• Contacting an external agency if the target of the threat was external
• Determining if the police should be contacted. 

If a WCB staff member who is not the decision maker, receives the threat notify the decision maker of the incident.  The decision maker will complete the remaining steps in this procedure.

Corporate Security will also evaluate further threats which may result in restricted access or trespass warnings or escalation to the police. 

If the threat is a continuation of previous threatening behaviour, or is a suicide threat, advise a supervisor. 

If Corporate Security has not notified the external agency of the threat and the threat was directed to an employer or other third party, advise them of the threat. Only information related to the threat should be disclosed, including whether the Police have been notified.

For incidents where additional issues are possible or likely, prepare a plan to handle them in consultation with a supervisor, the psychological consultant and/or corporate security as appropriate. 

Consider the following: 

• Would an in-person meeting be beneficial? Who should attend (for example, spouse/adult interdependent partner, psychologist, Corporate Security, Supervisor, etc.)?
• Should outside resources be alerted (for example, spouse/adult interdependent partner, crisis intervention programs, family physician, treating psychologist, etc.)?
• Is the worker participating in counselling or should it be offered? Is there a plan to monitor the counselling that is provided?
• Is there an ongoing risk of harm towards self or others? 
• Should video monitoring of meetings be considered? 
• Are any other safety precautions required?
• Are there changes or restrictions needed to the level or frequency of communication? (Get input from the treating psychologist or physician about triggers and the timeframe for any restrictions.) 
• Should the claim be referred to a Complex Team for management?
• If needed, is there a plan for communicating adverse decisions? 

Note: If the person’s psychological condition is unrelated to the claim, a referral to the Community Support Program and/or Mental Health Services Line may be appropriate.

These types of interactions are difficult, and decisions makers need to assess the impact of them on their well being. Contact a supervisor or Corporate Wellness to discuss the incident and request support for any difficulties after experiencing an altercation or threat. Corporate Wellness can arrange for services such as critical incident debriefing and call coaching.

Return to Step 1 and repeat this procedure for each threat.