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Notify Management <br />• Notify the District Mana and District Loss Prevention Manager Rquivalent <br />• Follow all Law Enforcement instructions <br />Reminders <br />• Never hang up on the caller <br />• If possible, have someone else listen in on the call <br />• Remain calm, be friendly and congenial <br />• Notify Management as soon as you obtain information <br />If you receive a call about an Abduction/Hostage, record the exact words of the caller: <br />0 <br />Date of the call: Time call received: <br />0 <br />Time call ended: Call Received By: ._, <br />Call made by Male / Female: Approximate Age: c <br />.g <br />Voice Characteristics: <br />Young Old Middle-aged Child Unknown 14 <br />High Low Soft Loud Accent <br />Comments on the caller's voice (circle all that apply) <br />Accent <br />Calm <br />Angry <br />Excited <br />Slow <br />Normal <br />Soft <br />Loud <br />Laughing <br />Crying <br />Rapid <br />Distinct <br />Slurred <br />Nasal <br />Stutter <br />Lisp <br />Raspy <br />Deep <br />Ragged <br />Foreign <br />Clearing Throat <br />Cracking Voice <br />Cracking Voice <br />Familiar <br />Background sounds (circle all that apply) <br />Street <br />Airplanes <br />Music <br />Clear <br />Static <br />Voices <br />Local Call <br />Motor (fans) <br />Phone Booth <br />Animal Sounds <br />Office Machinery <br />Factory Machinery <br />PA System <br />QUESTIONS TO ASK - Write down everything that is said in the conversation. <br />Who was abducted? <br />What do they want? <br />Where were they abducted? <br />Did they give a deadline? <br />What is your name? <br />Where are you now? <br />What do you want me to do? <br />After an Event <br />• Follow instructions issued by Emergency Services. <br />• Refer to the EAP Procedures / Post Event Section for additional assistance <br />Before an Event <br />• Always open mail away from your face <br />17 <br />