What to do in a Crisis
Typically, only a few volunteers are needed to deal with most problems, the rest of us are more effective if we stay with the other guests and keep them calm and out of the way. The more we can keep to our normal routine, the calmer our other guests will remain. Try to be aware of where everyone is. (Watch the lead, and watch each others backs.) You should not stay beside each other, but you do want to be within sight in case more help is needed.
For your safety try not to deal with any issue alone or not within sight of another volunteer.
When you are confronting someone who is upset:
- Keep yourself calm
- Move towards other volunteers
- Do not stand within arms reach
- Stand where they can see you, but not in a confrontational way. Keep one side of your body facing them
- Maintain eye contact
- If you feel unsafe at any time, retreat toward the kitchen.
- Remember afterwards to record the incident, all details and the resolution in the Communications Book.
Remember, there usually only needs to a few of us dealing with the incident. Everyone else needs to be keeping others calm and keeping operations running as smoothly and normally as possible.