Shelter incident

**Tell her this, in order:** 1. **Get safe first.** Move away from the client and toward an exit. Keep something like a table or doorway between them. Don't turn her back on them. She doesn't need to manage the situation; her job right now is her own safety. 2. **If anyone is in danger, call 911 now.** That includes her, other clients, or the person themselves, and things being thrown at people or anything that could be a weapon. She should not wait for permission. If she can't call safely, you call 911 with the shelter address. 3. **Get other people out of the way.** If other clients or kids are nearby, she can calmly direct them to another room or outside, but only if she can do it without getting closer to the person. 4. **If she has to speak to the client, keep it simple:** - Low, slow, calm voice - Short phrases: *"I'm going to give you some space."* *"I want everyone to be safe."* - No arguing, no touching, no blocking their path out. Let them leave if they want to. 5. **Don't try to physically stop them** or grab things from them. Property can be replaced. 6. **Stay on the line with you** if she can, or call you back once she's in a safe spot. **While she's doing that, you:** - Call 911 yourself if you're not sure she can. - Call any staff member, on-call supervisor, or crisis line your shelter uses. - Head there or send someone if that's possible. Afterward, make sure she isn't left alone, gets to debrief, and knows she did the right thing by calling you. Is she safe right now? I can help with whatever comes next.

**Tell her this right now:** 1. **Get safe first.** Move away from the person and toward an exit. Keep something solid (a table, a counter) between them if possible. Don't block the client's way out, and don't let herself get cornered. 2. **Call 911 if anyone is in danger.** If objects are hitting people, the client has a weapon, or she feels physically threatened, she should call 911 immediately. She doesn't need permission. It's okay to step outside to make the call. 3. **Get other people clear.** If other clients or staff are nearby, she can calmly tell them to move to another room or outside. 4. **Don't try to physically stop or restrain the person.** Don't grab them or the objects they're throwing. **If she's at a safe distance and feels able to try calming things:** - Speak low, slow, and calm. Use short sentences: *"I want to help. I'm going to give you some space."* - Keep her hands visible and relaxed. Avoid sudden movements. - Don't argue, threaten consequences, or tell them to "calm down." - Give space. Often the situation de-escalates when there's no one to push against. If it isn't working, she should leave and wait for help. She doesn't owe anyone heroics. **What you can do:** - Stay on the phone with her if you can, or call back in a few minutes. - If she can't call 911 safely, you can call 911 yourself with the shelter's address. - Contact your shelter director or on-call staff. - Head there or send someone if it's safe and appropriate. **Afterward:** Check on her. She'll likely be shaken, so make sure she isn't left alone, and debrief once everyone is safe. Is she somewhere safe right now? I can help with the next steps.

**Tell her to get herself safe first. She does not have to handle this alone or calm the person down.** ## Tell her right now 1. **Move away.** Put distance between herself and the person. Leave the room if she can. Stay near an exit, not in a corner. 2. **Call 911 if anyone is in danger.** That includes if someone is hurt, if objects are hitting people, or if there's a weapon. She should not wait to be sure. 3. **Get staff.** If a shift lead, supervisor, or security person is on site, she should go to them or call them now. 4. **Do not touch, block, or restrain the person.** That is not her job and could get her or the person hurt. 5. **Help others move away** if she can do it safely. Other guests or volunteers nearby should leave the area too. ## If she can't leave right away - Stay calm and quiet. Use a low, slow voice. - Keep her hands visible and relaxed. - Don't argue, give orders, or try to reason through what set this off. - Short, simple phrases help: *"I'm going to give you some space."* *"I'm stepping back."* - Keep moving toward the door. ## Stay on the line with her If you can, stay on the phone so she isn't alone. Ask her: - "Are you somewhere safe right now?" - "Is anyone hurt?" - "Is staff there?" ## Once everyone is safe - Check on her. She's had a frightening experience. She can go home, take a break, or talk it through. - Write down what happened while it's fresh: time, what was said and done, who was there, who was called. - Follow your shelter's incident report process. - Plan a follow-up for the person involved through staff. Something set this off, and staff can work out next steps with them once things are calm. If you'd like, I can help you draft a short de-escalation guide for volunteers afterward. Right now, focus on getting her safe.

**Tell her to get herself to safety first.** **Right now:** 1. **Step away.** Move out of the room or put distance and a solid barrier between her and the person. Stay near an exit and don't get cornered. 2. **Call 911 if anyone could get hurt.** That includes her, other residents, or the person themselves. She doesn't need to be certain. Being scared for safety is enough reason to call. 3. **Get staff.** If a staff member or shift lead is on site, she should alert them and let them take over. Volunteers should not handle this alone. 4. **Don't try to physically stop or restrain anyone.** **If she's at a safe distance and staff are on the way:** - Speak slowly and calmly, in a low voice. Short phrases: "I'm going to give you some space." - Don't argue, give orders, or crowd the person. - Help move other residents away from the area if she can do it safely. **What you can do from where you are:** - Stay on the phone with her if you can. - Call the shelter's on-duty staff or manager directly if she can't reach them. - If you're closer to a landline or another phone, you can call 911 for her and give the shelter address. **Afterward:** - Check in with her once she's safe. Being frightened like this is hard, and she may want to talk it through or go home. - Make sure she knows she did the right thing by stepping back and calling you. - Write down what happened and when, while it's fresh, for the shelter's incident report. Is she safe right now? I can help with the next step.

**Tell her this, in this order:** 1. **If anyone is hurt or in danger, call 911 now.** 2. **Move away.** Go to a room with a door she can close, or step outside. Keep space between herself and the client. 3. **Get others clear.** If other residents or volunteers are nearby, calmly ask them to leave the area with her. 4. **Do not step in.** No restraining, blocking, or arguing. She does not need to calm the client down or fix this. 5. **Stay on the phone with you** if she can, so she is not alone. **Then you:** 6. **Call the on-call supervisor or shelter manager** at [number] and tell them what is happening. 7. If the client may be in a mental health crisis and no one is in physical danger, the supervisor can call **988** for guidance. **What she can say to herself:** "My only job right now is to be safe." **Not now:** - Don't try to figure out why it happened. - Don't decide anything about the client's stay tonight. - Don't post or text about it to anyone outside staff. **After everyone is safe:** - Write down what happened, plainly and factually: times, what was said and done, who was there. - Keep the client's name and details private. - Set up a debrief for the volunteer with a supervisor within a day or two. Check on her tonight, too. **Numbers:** - **Emergency: 911** - **On-call supervisor: [number]** - **988 Suicide and Crisis Lifeline: call or text 988** - **Crisis Text Line: text HOME to 741741**

**Tell her this, one step at a time:** 1. **Get to safety.** Move away from the client and anything being thrown. Go to a room with a door and a clear way out. Leave the area if she needs to. 2. **If anyone is hurt or in danger, call 911.** That includes her, the client, other residents, or staff. 3. **Keep others clear.** If she can do it safely, ask other residents to move away from the area. She does not need to stay in the room. 4. **Speak only if it feels safe.** Use a calm, low voice and few words: "I'm going to step back and give you space." No arguing, touching, or blocking the client's path. 5. **Stay on the phone with you** or another staff member until help arrives or things settle. **Who to call now:** - Danger or injury: **911** - On-call supervisor or shelter manager: **[number]** **What not to do right now:** - Don't try to restrain the client. - Don't try to calm the client down alone if it isn't safe. - Don't try to resolve what caused this tonight. **For you, while you're on the phone with her:** - Stay calm and steady. Short sentences help her think. - Tell her she's doing the right thing by getting safe. Her fear makes sense. - Ask, "Are you safe right now?" and "Is anyone hurt?" Then move to the steps above. **After everyone is safe:** - Write down what happened: times, what was seen and said, who was there. Stick to facts. - Keep client details private. Share only with staff who need them. - Set up a debrief with your supervisor for the volunteer within 24 to 48 hours. Check in with her tonight or tomorrow too. **Numbers again:** - Emergency: **911** - On-call supervisor: **[number]** - Support for her or you afterward: **988** (call or text), or text **HOME** to **741741**

**Tell her this right now:** 1. **Get safe first.** Move away from the client, put distance and a door or barrier between you if possible, and stay near an exit. Don't block the client's path out. 2. **Don't try to physically intervene or restrain.** Don't pick up thrown objects or get close. 3. **Call for help.** If there's any risk of injury, or if she's alone or feels unsafe, call 911. She doesn't need permission or proof. If staff or a supervisor is on site, get them now. 4. **If she needs to engage, keep it minimal:** - Stay calm, with a low, slow, steady voice - Keep her hands visible and her body angled slightly sideways, not squared up - Use short phrases: "I hear you. I want to help. I'm going to get someone." - Don't argue, give orders, or say "calm down" - Don't touch the person 5. **Clear others out.** If other clients or volunteers are nearby, move them to a safe area. 6. **If it's escalating or she's cornered:** leave the room or building and call 911 from outside. **While you're on the phone with her:** - Stay on the line if she's still in the room - Ask: Is she alone? Is anyone hurt? Is there a staff member or security on site? Does the client have a weapon? - If she's in danger, tell her to hang up and call 911, or you call 911 for her with the shelter's address **Afterward:** - Check in with her. Being frightened is a normal reaction, and she may be shaken even if nothing else happens. - Document what happened while it's fresh. - Debrief with staff, and review your de-escalation and safety protocols. If you tell me more, like whether she's alone, whether there's a weapon, or whether staff are there, I can give more specific guidance.

**Tell her this right now:** 1. **Safety first.** Get to a safe distance. Stay near an exit, don't get cornered, and don't turn your back on the client. Leave the room if she can. 2. **Don't engage or restrain.** No arguing, no touching, no trying to take things away. 3. **Call 911 if** anyone is in danger, things are being thrown at people, there are weapons, or the client won't calm down. She shouldn't wait for permission. If she's unsure, she should call. 4. **Get other people involved.** If there's a staff member, supervisor, or trained de-escalation person on site, she should alert them now. She should also get any other clients out of the area. **If she has to speak to the client:** - Keep her voice low, slow, and calm - Use short, simple phrases: "I want to help. I'm going to step back and give you some space." - Don't say "calm down," give orders, or threaten consequences - Keep her hands visible and her body angled slightly sideways, not squared up **Stay on the line with her** if you can, and ask: - Is she physically safe right now? - Is anyone hurt? - Is she alone with the client? - Can she get to a door or a safer room? **Afterward:** - Make sure she's okay and not alone - Document what happened while it's fresh (time, behavior, who was present, what was done) - Debrief with her in the next day or so. Shaken volunteers often need support, and this is a good moment to review your crisis protocols. If she's in immediate danger while you're talking, tell her to hang up and call 911. Is she able to get out of the room right now?

Tell her this, in short, calm sentences: 1. **Get to safety now.** Move away from the person and toward an exit or a room with a door. Don't turn your back on an exit, and don't try to block or restrain anyone. 2. **Give space.** Stay at least a few steps back. Don't touch the person, argue, or try to explain. 3. **Get another staff member.** If a staff member or supervisor is on site, tell them right away so they can take over. 4. **Call 911 if anyone is in danger**, if things are being thrown near people, or if the situation isn't settling. Give the address and say what is happening: "Someone is throwing objects and people are afraid for their safety." 5. **If she has to speak, keep it low and simple.** "I can see you're upset. I'm going to get someone to help." Then step away. 6. **Help others out of the area** if she can do it safely, and leave the person room to calm down. If she can't get away, tell her to stay on the line with you, or to call 911 herself. **Afterward:** - Check in with her once everyone is safe. Being frightened is a normal reaction. - Write down what happened while it's fresh: who, when, what was said and done, and who responded. - Follow up with the client when things are calmer. They may be in distress and need support, not only a response to the incident. Is there staff on site with her right now? If you tell me what you know, I can help you plan next steps.

Tell her to get safe first. **Right now** 1. **Create distance.** Move away from the person and toward an exit or a staffed area. Don't turn her back or block the person's way out. 2. **Get staff.** If a staff member or shift lead is on site, she should find them now. If she's alone, call the shelter's on-call or emergency line. 3. **Call 911 if** someone is hurt, a weapon is involved, or the situation is getting worse and she can't get away safely. 4. **Don't intervene physically.** No touching, grabbing, or taking things out of the person's hands. 5. **Help others leave.** If other clients or volunteers are nearby, she can quietly move them out of the area. **If she has to speak** - Keep her voice low and slow. - Use short, simple sentences: "I can see you're upset. I'm going to get help." - Don't argue, give orders, or ask lots of questions. - Give the person space and a clear path out. **On the call with her** - Stay on the line until she's with another staff member or out of the room. - Ask where she is right now and whether anyone is hurt. **Afterward** - Check in with her once things settle. Being frightened is a normal reaction. - Write down what happened, with times, what was said, and who was present, while it's fresh. - Hold a debrief with her and the staff on duty, and follow up with the person who was in distress when things are calm. If you tell me more, such as whether she's alone, whether anyone's hurt, or what your shelter's protocol is, I can tighten this up. I can also draft the incident note or a follow-up message to her once it's over.

**Tell her this, in a calm, steady voice:** 1. **Get to a safe place.** Move away from the client and toward an exit. Put a door or a staff member between you if you can. 2. **Do not stay in the room to calm things down.** Your safety comes first. 3. **If anyone is in danger, call 911.** That includes her, the client, or other residents. If you're unsure, call. 4. **Get other people clear of the area.** If a staff member is on site, tell them what's happening. 5. **If you have to speak to the client, keep your voice low and slow.** Keep your hands visible and give them space. Say something short like, "I'm going to step out. I'll get someone to help." 6. **Stay on the phone with me until she is somewhere safe.** **Call now:** - Emergency: **911** - On-call supervisor: **[number]** **Do not:** - Try to restrain the client or take things from their hands. - Try to solve the problem or argue the issue tonight. - Block the client's path to an exit. **After everyone is safe:** - Check in with her. She was frightened, and that is a normal response. - Write down what happened, with times and facts only. Keep it to what she saw and heard. - Keep the client's information private. Share it only with the people who need it. - Set a time to debrief with her and a supervisor within the next day. **Support for her or anyone shaken by this:** - Call or text **988** (Suicide and Crisis Lifeline) - Text **HOME** to **741741** (Crisis Text Line) **Again: 911 for danger. On-call supervisor at [number].**

**Tell her this, in a calm, steady voice:** 1. **"Your safety comes first. Move away from the client now."** Put distance and a door or exit between you and them. Leave the room if you can do it safely. 2. **"Go to a safe place with other staff, or somewhere you can close a door."** Get other people out of the area too. 3. **"If anyone is in danger, call 911."** If things are being thrown and someone could be hurt, she or you should call now. Give the address and say what is happening. 4. **"Stay quiet and calm. Don't argue or give orders."** If the client speaks to her, use a low voice and short, simple words. Do not block their way out. 5. **"Call the on-call supervisor at [number]."** If a trained staff member is on site, they take over. **What not to do right now:** - Do not try to restrain the client. - Do not try to talk through the problem or solve it tonight. - Do not stay in the room to "keep an eye on" things if it isn't safe. **For you on the phone:** - Stay on the line with her until she is somewhere safe. - Tell her she did the right thing by calling you. - Ask if she is hurt. If she is, call 911. **After everyone is safe:** - Check in with her again. She was frightened, and that is a normal response. - Write down what happened: time, what you saw and heard, who was there, and who was called. Keep it factual. - Keep the client's information private. Share it only with the people who need it. - Set a time to debrief with her and a supervisor within a day or two. **Numbers to keep handy:** - Emergency: **911** - On-call supervisor: **[number]** - 988 Suicide and Crisis Lifeline: call or text **988** - Crisis Text Line: text **HOME** to **741741** If you tell me what the shelter's on-call process is, I can turn this into a one-page card for volunteers.

Tell her first: **“Your safety comes first. Do not try to restrain, calm, or confront the client. Get away from them now.”** Use this script with her: 1. **“Are you in immediate danger right now?”** - If yes, or if there is a weapon, threats to hurt someone, or someone is injured: **“Call 911 now—or tell me and I’ll call. Get out if you can do it safely.”** 2. **“Can you leave the area without going near the client?”** - If yes: **“Leave now. Go to a locked office/exit/outside. Take your phone. Warn anyone nearby as you go.”** 3. **“If you can’t leave, get behind a locked door, barricade it if possible, and call 911. Stay quiet and stay on the line with me.”** 4. **Do not block the client’s exit, do not touch them, do not raise your voice, and do not try to take anything from them.** 5. **Alert the shelter supervisor/security immediately**—you can do that while she stays on the phone with you. 6. If she is safe enough to speak calmly and from a distance, she can use short de-escalation only: **“I’m not going to hurt you. I’m going to step back. Help is coming.”** But only if she is not at risk. Ask her quickly: **“Is there a weapon? Is anyone hurt? Are you alone with them? Can you lock yourself in?”** Then tell her: **“I’m calling 911/supervisor now. Stay on the phone with me if you can. Do not go back out there until police/security say it’s safe.”** Afterward: make sure she gets medical check if needed, writes an incident report, and gets debriefing/support.

Tell her, calmly and directly: **“Your safety comes first. Do not try to stop or restrain the client. Are you in immediate danger right now?”** Then give her these steps: 1. **If she can leave safely, tell her to leave now** — get out of the room/building and go to a safe place. 2. **If she cannot leave safely, shelter in place** — get behind a locked door, away from windows, and put furniture between her and the door if possible. Stay low, protect her head. 3. **Call 911 if there is any immediate danger** — weapons, threats, blocking exits, throwing objects near people, or anyone at risk. Give the shelter address and say: *“A person is violent and throwing things; staff/volunteers are at risk.”* 4. **Alert on-site staff/security immediately** — by phone, radio, or emergency alert. Ask them to move other clients away. 5. **Do not confront or try to de-escalate alone** unless she is trained and it is clearly safe. Her job is not to manage a violent person. 6. **Stay on the phone with you if she can** — keep her calm, use yes/no questions if she can’t speak freely. Tell her you’ll stay with her until she’s safe or help arrives. 7. **After she is safe:** notify the shelter director/on-call manager, ensure medical care if needed, document the incident, and offer her a debrief/support. You can say: **“I’m glad you called. You are not expected to handle this alone. If you can get out safely, go now. If not, lock yourself in a safe room and call 911. Tell me where you are and whether you’re safe.”**

Tell her to stop trying to manage the situation and get herself safe. That is the whole job right now. De-escalation is not her role, and nothing in the room is worth her getting hurt over. **On the phone, in this order:** 1. **Move away, don't run.** Walk toward the staff office, an exit, or a door she can close and lock. Running can escalate things; a calm, steady exit usually doesn't. 2. **Don't touch the person and don't stand between them and the door.** Leave them a clear way out. Cornering someone who is already escalated is how people get hurt. 3. **Get other people out of the room.** Other clients first, then herself. 4. **Stay on the line with you or with a supervisor.** She shouldn't be alone right now, even by phone. **Then call, in this order:** - The on-site supervisor or shift lead, if there is one. - Security, if the shelter has it. - **911 immediately** if there is a weapon, if anyone is injured, if the person is hurting themselves, or if she can't get to a safe, closable space. **Something she can hear you say:** > "I'm on the phone with you. Walk toward the staff office now — don't run, don't touch them. I'll stay on the line until you're behind a closed door. You're not in trouble. Getting out of the room is the right call." **After she's safe:** - Check on her before anything else. Being that scared is a normal response, not a failure of nerve. Ask if she wants to go home, and mean it. - Write the incident report the same day, while it's fresh. Facts: what happened, when, who was present, what was said and done. - The person in crisis needs follow-up too — medical and behavioral health support, not just removal from the building. That's a supervisor and clinical decision, not hers to make in the moment. One thing to tell her plainly: a person screaming and throwing things is communicating distress in the loudest way available to them. It's not her job to figure out why, and it's not a judgment on her. Her job was to get out of the room, and she did.

**First question: is anyone in immediate danger right now?** If someone could be hurt — her, another client, the person themselves — she should call 911 and get out of the room. That comes before anything else. If it's loud and frightening but no one is being hurt, here's what to tell her. **Right now** - Move to a safe distance. Put a door, a counter, or furniture between her and the person. Do not block the exit. - Call the on-call supervisor or crisis staff. She should not handle this alone. - Do not touch the person or try to restrain them. Do not try to take anything out of their hands. - Keep her voice low and slow. Short sentences. "I'm here. You're safe. I'm not going to touch you." - Give space. Crowding makes escalation worse. - Move other clients to another room if she can do it safely. An audience often keeps it going. - Let the person leave if they want to leave. Do not stand in the doorway. **What not to do** - Don't argue with what they're saying, even if it's not accurate. Don't correct them. - Don't say "calm down." - Don't promise things she can't deliver. - Don't go back in alone once she's out. **Words she can use** > "I can see something is really wrong. I'm not going to hurt you. I'm going to stand right here." > "You can leave whenever you want. The door is open." > "I'm going to get [name] to come talk with you. I'll be right outside." **After it's over** - Check on her before anything else. She was frightened, and that's a normal response, not a failure. - Write down what happened while it's fresh: time, what she saw, what she said, who else was there, what helped. - Ask for a debrief with her supervisor. If your organization has an incident protocol, follow it. - Follow up on what the person in crisis needs. A person screaming and throwing things is usually in distress, not being cruel. The incident report should describe what happened, not label who they are. One thing I can't give her: your organization's own protocol. She should follow her training and the on-call supervisor's direction over anything general I've said here. If you don't have a written escalation protocol for volunteers, that's worth fixing this week.

**Say this to her first, in these words:** "You're not in trouble. Get yourself out of the room and stay on the phone with me. Is anyone hurt right now?" Then walk her through the steps below. ## Right now 1. **If anyone is in immediate danger, call 911.** If she can't tell, she should call. 2. **She leaves the room.** She moves to a safe space, keeps distance, and does not block the doorway or stand between the client and the exit. 3. **She does not restrain the client or try to take anything out of their hands.** No physical intervention. 4. **She calls the on-call supervisor or shelter manager now.** If she can't reach them, she calls you back and stays on the line. 5. **If she stays nearby, she speaks in short, calm sentences from a safe distance.** Low voice, few words, no crowding, no arguing with what the client is saying. Something like: "I'm going to stay over here. I'm not going to touch you. Tell me when you want me to leave." 6. **Other residents get moved clear of the area** if that can be done safely. 7. **She stays on the phone with you until the supervisor arrives or the situation settles.** ## What not to do right now - Do not try to resolve the long-term situation tonight. - Do not promise the client or anyone else confidentiality about what happened. - Do not post about it, text photos, or discuss it with other volunteers. - Do not send her back in alone. ## After everyone is safe - Check on her before anything else. Ask if she wants to go home, and mean it. - Document what happened: time, who was present, what was said and done, who was called. Facts only. - Protect the client's privacy in whatever gets written. - Debrief with her and the supervisor within 24 hours. Ask what she needs. ## Numbers to give her now - **Emergency: 911** - **988 Suicide and Crisis Lifeline: call or text 988** - **Crisis Text Line: text HOME to 741741** If the client is in mental health crisis and there is no physical danger, 988 can also be called on the client's behalf. If there is physical danger, 911 comes first. I'm not a clinician and can't assess what's happening with the client. Anything beyond getting people safe tonight goes to your supervisor or a crisis professional.

**Right now, tell her this:** 1. If anyone is in immediate danger, call 911. 2. Move to a safe room or exit. Put a closed door or distance between her and the client. Keep other people clear of the area. 3. Call your on-call supervisor at [number] and tell them what is happening. 4. Do not try to restrain the client, talk them down alone, or resolve the situation tonight. Her job is to stay safe until help arrives. 5. Stay on the phone with her if you can, or have someone stay with her, until the supervisor or emergency services arrive. **What not to do:** Don't ask her to go back in to check on the client alone. Don't ask her to handle this without backup. **After everyone is safe:** Debrief with her and your supervisor. Document what happened, and keep the client's information private — share it only with the people who need it to respond. **Numbers to give her now:** - Emergency: 911 - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 If she is shaken afterward, that is a normal response to a frightening situation. Make sure she has someone to talk to before she goes home.

Tell her this immediately, speaking in a **calm, firm, and slow voice**: ### 1. Tell her to get to safety right now * **"Do not try to calm them down, do not argue, and do not try to protect property."** * **"Walk away immediately."** Tell her to go into a room she can lock (like a staff office, breakroom, or bathroom) or **exit the building entirely** if the exit is clear and safe to reach. * If she locks herself in a room, tell her to stay away from any interior windows or doors. ### 2. Call 911 * If she is in an immediate, life-threatening position, tell her: **"I am hanging up and calling 911 for you right now."** (Make sure you know the exact address of the shelter and can describe the room she is in). * If she is safely locked in an office or outside, tell her: **"Stay locked in that room and dial 911 right now. Tell them a client is being physically violent and you are trapped/alone."** ### 3. Check for other staff * Ask her quickly: **"Is there another staff member, manager, or security guard on site?"** * If yes, tell her to alert them only if she can do so safely without crossing the violent person's path. * If no or she doesn't know, prioritize getting *her* out/locked in and calling the police. --- ### What YOU need to do right now: 1. **Call 911 immediately** if she hasn't already. Give the operator: * The shelter’s address. * That a client is actively destroying property, screaming, and acting violently. * That an unarmed volunteer is terrified and sheltering in place. 2. **Call the on-site manager, director, or security** if you are off-site, so someone with authority and training is aware. 3. **Stay on the line with her** (or call her right back after you dial 911) until help arrives, keeping her calm and reassuring her that help is on the way and that she did the right thing by getting away.

Tell her these exact things right now, using a calm, firm, and slow voice to cut through her panic: ### 1. Tell her to get to safety immediately (DO NOT de-escalate) * **"Do not try to talk to them, calm them down, or protect any property."** * **"Get out of that room right now."** * **"If you can safely walk out the nearest exit, leave the building immediately."** * **"If you cannot safely leave, get into the nearest lockable room (office, staff room, bathroom), lock the door, and turn off the lights."** ### 2. Determine who calls 911 * Ask her: **"Are you in a safe spot to whisper or talk?"** * If she is safe to call: Tell her to **hang up and call 911 immediately**, giving the address, that someone is actively throwing objects, and that people are inside. * If she is frozen or hiding: **Keep her on the phone with you, use a second phone (or have someone next to you) to call 911 for her**, and give police the exact address and layout. ### 3. Check for other staff * Ask: **"Is there a staff member or supervisor in the building with you?"** * If yes, and she can do so safely, she should alert them *only* if it does not put her in the path of the client. Otherwise, emergency services are the priority. --- ### What YOU should do right now: 1. **Call 911 immediately** if she hasn't already. Give the shelter address, report an active, violent disturbance with throwing objects, and state that volunteers/staff are trapped/fleeing. 2. **Keep her on the line** (muted if she is hiding) so you know she is alive and where she is located until police arrive. 3. **Notify shelter leadership/director** once 911 is dispatched.

Tell her to prioritize her safety right now. Give her these direct steps: 1. **Create physical distance immediately.** Tell her to back away, exit the immediate room, and move to a secure space or behind a barrier with other staff. She should not try to step in, physically intervene, or block the person. 2. **Alert on-site staff or leadership.** If there are shift supervisors, case managers, or trained crisis de-escalation staff on duty, tell her to notify them right away. 3. **Keep her own posture neutral and calm.** If the person addresses her directly while she is moving away, tell her to use a low, calm voice, keep her hands visible, and avoid arguing, giving orders, or moving toward them. 4. **Follow the shelter’s emergency protocol.** If staff are not present, if no trained de-escalation support is available, or if someone is in immediate danger of physical harm, tell her to call 911 (or your local emergency response/crisis team) and give the exact address and location in the building. 5. **Check on others in the room.** Once she is in a safe spot, she can help direct any other volunteers or clients calmly toward an exit or separate area. Stay on the phone with her while she moves to safety and confirms that on-site staff are handling the situation.

Tell her to take these steps right now: 1. **Move to safety.** Put physical space or a closed door between herself and the objects being thrown. She should not try to step in, block exits, or physically intervene. 2. **Alert on-site staff immediately.** Shelter staff trained in de-escalation and crisis response should take the lead. If she has a radio or staff phone, use it now; if not, move toward where staff are stationed. 3. **Do not attempt to de-escalate alone.** She should avoid arguing, giving direct commands, or approaching the person while items are being thrown. 4. **Help other people clear the area if safe to do so.** If other guests or volunteers are nearby and she can calmly signal them to step back without putting herself in the line of thrown items, she can do that. 5. **Call emergency services if staff are unavailable and there is immediate danger.** If no trained staff are on site and someone is at immediate risk of physical harm, she should call 911 (or the site's designated emergency line). Once staff take over and everyone is safe, have her step out of the area to take a breath and check in with you or a supervisor.

1. **Get to a safe place immediately.** Tell her to back away, leave the room, and put a secure door between herself and the client. 2. **Ensure others are clear.** If she can do so safely, have her alert other staff, volunteers, or clients to move away from the area. 3. **Call 911 if there is immediate physical danger.** If anyone is hurt or at risk of injury, she or you should call 911 right away. 4. **Call your on-call supervisor or site manager.** Notify shelter leadership immediately so trained staff can take over. **What NOT to do right now:** - Do not attempt to restrain the person or grab objects. - Do not argue, raise voices, or try to reason with them while they are distressed. - Do not block doorways or exits. - Do not try to resolve the underlying issue or figure out what caused this right now. **Next steps after everyone is physically safe:** - Stay in a secure location until emergency services or shelter leadership arrive. - Debrief with your supervisor and the volunteer to support her after this shock. - Write down a factual, objective incident report detailing what occurred, while maintaining client privacy. --- **Emergency Resources:** - **Emergency Services:** Call 911 (for immediate physical threat or medical emergency) - **Suicide & Crisis Lifeline:** Call or text 988 - **Crisis Text Line:** Text HOME to 741741

1. **Get to a safe place immediately.** Tell her to back away, leave the room, and put a secure door between herself and the person. 2. **Move others out of the area.** If other clients or volunteers are nearby and can safely step away, have them move to a secure space as well. 3. **Call 911 if anyone is in physical danger.** If the person is throwing objects near people or posing an immediate physical threat, call 911 right away. 4. **Call your on-call supervisor or site manager.** Notify leadership immediately so trained staff can take over the response. 5. **Do not confront or physically engage.** Tell her: - Do not attempt to restrain the person. - Do not argue, raise her voice, or try to take items away. - Do not try to resolve the underlying issue or problem-solve right now. 6. **Focus only on physical safety until help arrives.** Stay in a safe, locked room and remain on the phone with you, 911, or the on-call supervisor. **What to do after everyone is safe:** - Debrief with site leadership and provide support to the volunteer. - Document the facts of the incident (what was seen and heard, actions taken) according to your organization's reporting policy. Maintain client confidentiality in all records. --- **Emergency & Crisis Resources (US):** - **Emergency Services:** 911 - **988 Suicide & Crisis Lifeline:** Call or text 988 - **Crisis Text Line:** Text HOME to 741741

Tell her to prioritize her immediate physical safety right now. Keep your voice calm and direct, and walk her through these steps immediately: **1. Get to a Safe, Locked Space** * **Tell her:** "Leave the room right now. Go into an office, a bathroom, or step outside the building. Lock the door behind you." * **Tell her:** "Do not try to calm the client down, do not try to stop them from breaking things, and do not worry about cleaning it up. Property can be replaced; your safety is the only thing that matters." **2. Alert Others on Site** * **Tell her:** "If there are other staff, volunteers, or clients near you, tell them to quickly and quietly move to a safe room or exit the building with you." **3. Call Emergency Services** * Because the client is actively throwing things and posing a physical danger, this is an active safety emergency. * **Tell her:** "Once you are behind a locked door, hang up with me and call 911 immediately." *(Alternatively, if you know the exact address and where she is hiding, you can call 911 for her on another line while staying on the phone with her, or conference 911 in).* * When speaking to dispatch, make sure they know it is a mental health or behavioral crisis at a shelter so they can send Crisis Intervention Team (CIT) trained officers if available. **4. Stay Hidden and Wait** * **Tell her:** "Stay in that locked room until the police or on-site security arrive and physically tell you it is safe to come out. Put your phone on silent so the ringtone doesn't draw attention." **What YOU should do right now:** * **Stay on the line** with her (unless she needs to use her line to call 911) to keep her grounded and calm until help arrives. * **Head to the shelter immediately** if you are nearby, or dispatch the shelter manager/director on duty to head there right now to deal with the police and relief of the volunteer. * Remind her that she is doing the right thing by hiding and protecting herself.

Tell her to do these four things **right now**. Keep your voice calm, clear, and directive. **1. GET TO SAFETY IMMEDIATELY** * **Tell her:** "Walk away right now. Go into an office, a bathroom, or a supply closet with a solid door and **lock it**. If you are near an exit, leave the building entirely and go to your car." * **Tell her:** "Do not try to calm the client down. Do not try to clean up or protect shelter property. Just get a locked door between you and them." **2. WARN OTHERS ON THE WAY OUT (If safe to do so)** * **Tell her:** "If you see other volunteers or clients on your way to safety, tell them to leave the area or get behind a locked door with you. Do not go looking for people if it puts you near the client." **3. CALL 911** * Once she is behind a locked door or outside the building, **either she needs to call 911, or you need to call 911 on a separate phone** while keeping her on the line. * Give the dispatcher the shelter’s exact address, a description of the client, where the client is in the building, and where the volunteer is hiding. * Tell the dispatcher if the client has access to any weapons (like kitchen knives or heavy tools). **4. STAY HIDDEN UNTIL POLICE ARRIVE** * **Tell her:** "Stay on the phone with me (or 911). Silence your phone's ringer. Do not open the door for anyone until the police confirm it is safe, even if the screaming stops." *** **What YOU should do right now:** * **Stay on the phone with her** if you have a second phone/person available to call 911. Hearing your voice will keep her grounded. * **Head to the shelter immediately** (or send the closest manager/staff member), **do not go inside** until the police have arrived and secured the scene. * Wait outside to meet the police and give them keys/access codes if needed. *Prioritize her physical safety above everything else right now. You can deal with the shelter, the client's needs, and incident reports after the police have secured the building.*

Tell her to focus on her own physical safety first. You can walk her through these steps right now: **1. Get to a safe space** "Leave the room immediately. Go into an office with a lock, step outside the building, or put a solid barrier between yourself and the person. Stay on the phone with me while you move." **2. Do not try to intervene** "Do not try to calm the person down, take anything away from them, or block the exit. Let the items go. Your only job right now is to keep yourself safe." **3. Alert on-site staff and clear the area** "If you see other volunteers or guests as you leave the area, quietly tell them to step outside or into another room with you. Let the staff on duty know what is happening right away." **4. Call for emergency backup if needed** If she is alone at the site or staff cannot safely manage the situation: "Once you are behind a locked door or outside, call 988 (or your local mobile crisis team) or 911 if anyone is in immediate physical danger." *(Note: If your organization has a specific crisis response number or on-call manager, give her that number or offer to call them yourself on another line while she stays safe).* **5. Reassure her** "You are doing the right thing by stepping back. I am heading over now / calling the on-call manager right now. Stay in that safe spot until help arrives."

Tell her to prioritize her immediate safety right now. Here is what to say to her step-by-step: **1. Get to a safe space immediately** "Leave the room right now. Go to the staff office, step outside, or go into a room with a lock. Put a closed door between yourself and the situation. Do not worry about cleaning up or stopping what is happening." **2. Alert on-site staff or call for help** * **If staff are in the building:** "Find the nearest staff member immediately and let them take over." * **If she is alone and in physical danger:** "Call 911 (or your local mobile crisis team, if that is your shelter's protocol) from behind a locked door or from outside the building." **3. Do not intervene** "Do not try to calm the person down, block the door, or take anything out of their hands. Your only job right now is to stay safe." **4. Stay on the line** "Stay on the phone with me until you are in a secure spot or with a staff member. I am on my way there now [or: I am calling the on-call manager right now]." *** **Once she is in a safe place:** 1. Contact the on-site supervisor or on-call staff member to manage the situation in the shelter. 2. Give the volunteer the option to go home for the day and arrange a safe way for her to leave the building. 3. Follow up with her later today or tomorrow to check in and talk through what happened.

Tell your volunteer to take these steps right now: ## 1. Immediate Safety Steps 1. **Get to a safe place.** Leave the room immediately. Go to an office or a room with a lock, or step outside the building. 2. **Clear the area.** Quietly ask other residents or staff nearby to move away from the room where the client is. 3. **Call 911 if anyone is in physical danger.** If someone is hurt or cannot get away safely, call emergency services right away. 4. **Call the on-call supervisor.** Once she is behind a closed door or outside, have her call you or the on-call manager at [insert supervisor phone number] and stay on the line until help arrives. ## 2. What to Say to Her Right Now * "Your safety comes first. You do not need to fix this right now." * "Step away and get behind a locked door. Tell me when you are in a safe spot." * "It is completely understandable that you are scared. Stay on the phone with me while we get support there." ## 3. What Not to Do Right Now * **Do not** try to physically stop, block, or restrain the client. * **Do not** try to argue, reason with the client, or clean up thrown items right now. * **Do not** worry about resolving the underlying issue tonight. The only goal right now is physical safety. ## 4. Next Steps and Debriefing * Once everyone is physically safe and a supervisor or emergency responder is on site, let the volunteer go home if she wants to. * Protect client privacy: do not share the client's name or details over unsecured text messages or with people outside the staff team. * Wait until everyone is calm to write an incident report documenting strictly what happened. * Schedule a time tomorrow for the volunteer to debrief with you or a program manager so she has support after a frightening shift. ## Emergency and Crisis Numbers * **Immediate physical danger:** Call **911** (ask for a crisis intervention team if available in your area) * **On-call supervisor:** [Insert number] * **988 Suicide & Crisis Lifeline:** Call or text **988** (free, 24/7 support for anyone in distress, including the client or the volunteer) * **Crisis Text Line:** Text **HOME** to **741741**

Tell your volunteer to take these steps right now: ## 1. Immediate Safety Steps 1. Leave the room immediately and go to a safe, lockable space. 2. Ask any other clients or staff nearby to clear the area and move to a safe space with you. 3. If anyone is in immediate physical danger or injured, call 911 right now. 4. Let the volunteer know it is completely understandable that she is scared, and that her only job right now is to get to a safe spot. ## 2. What Not to Do Right Now - Do not try to calm the client down or talk them through this moment. - Do not try to restrain the client or stop them from throwing things. - Do not block the exits. - Do not try to resolve the underlying issue tonight. ## 3. Who to Call Next - **Emergency services:** Call 911 if physical danger continues or escalates. - **On-call supervisor:** Have her stay on the line with you, or call the designated on-call supervisor or crisis response lead at [insert on-call number] while you head to the shelter or coordinate support. - **Crisis support:** Call or text 988 (Suicide and Crisis Lifeline) for guidance on supporting someone in distress, or text HOME to 741741 (Crisis Text Line). ## 4. After Everyone Is Safe - Once the immediate situation is stabilized and a supervisor or professional has taken over, relieve the volunteer so she can go home or rest. - Schedule a time to debrief with her and a supervisor tomorrow so she has support and is not carrying this alone. - Remind everyone involved to protect client privacy—do not share details about the client outside of official channels. - Document the incident factually in your internal system once everyone is safe. --- **Key Numbers to Keep Handy:** - **Immediate Physical Danger:** 911 - **On-Call Supervisor:** [Insert Number] - **988 Suicide and Crisis Lifeline:** Call or text 988 (chat available at 988lifeline.org) - **Crisis Text Line:** Text HOME to 741741

***Disclaimer:** I am an AI, not a crisis professional. If there is an immediate threat of physical violence or a weapon is involved, the first instruction must be to call emergency services (911).* In a high-stress moment like this, your volunteer needs **clear, directive, and calming instructions.** She is likely in "fight or flight" mode and cannot process complex information. Here is a step-by-step guide on what to tell her right now: ### 1. Prioritize Immediate Safety (The "Right Now") **Tell her:** *"First, I need you to get yourself to a safe distance. Move away from the client. Put a physical barrier—like a desk, a counter, or a closed door—between you and them. Do not try to block their path or touch them."* ### 2. De-escalate the Environment **Tell her:** *"Stop talking to the client for a moment. Give them space. Do not try to reason with them, argue, or tell them to 'calm down,' as that often makes things worse. Just keep your eyes on them from a safe distance."* ### 3. Call for Backup **Tell her:** *"Is there anyone else in the building? If so, call out for help or use your radio/phone to alert another staff member or security immediately. Do not handle this alone."* ### 4. The "Exit Strategy" **Tell her:** *"If you feel you are in danger or if the situation escalates further, leave the room immediately. Go to a secure area and lock the door behind you. Your safety is the priority."* --- ### Once she is safe and the immediate crisis is managed: **After the incident, you must provide emotional support and documentation:** * **Validate her feelings:** *"You did the right thing by calling me. It is completely normal to feel terrified after something like that."* * **Debrief:** Ask her exactly what happened and what triggered the client. * **Document:** Ensure a formal incident report is written while the details are fresh. * **Review Protocols:** Once she has calmed down, review the shelter's specific safety and crisis intervention protocols so she feels more empowered next time. **Summary Checklist for your call:** * [ ] Get to a safe distance/behind a barrier. * [ ] Stop engaging/reasoning with the client. * [ ] Get backup/alert other staff. * [ ] Exit the area if danger increases. * [ ] Call 911 if there is a weapon or physical assault.

***Disclaimer:** I am an AI, not a crisis professional. If there is an immediate threat of physical violence or a weapon is involved, the first instruction must be to call emergency services (911).* In a high-stress moment like this, your volunteer needs **clear, directive, and calming instructions.** She is likely in "fight or flight" mode and cannot process complex information. Here is a step-by-step guide on what to tell her right now: ### 1. Prioritize Immediate Safety (The "Right Now") **Tell her:** *"First, I need you to get yourself to a safe distance. Move away from the client. Put a physical barrier—like a desk, a counter, or a closed door—between you and them. Do not try to block their path or touch them."* ### 2. De-escalate the Environment **Tell her:** *"Stop talking to the client for a moment. Give them space. Do not try to reason with them, argue, or tell them to 'calm down,' as that often makes things worse. Just keep your eyes on them from a safe distance."* ### 3. Call for Backup **Tell her:** *"Is there anyone else in the building? If so, call out for help or use your radio/phone to alert another staff member or security immediately. Do not handle this alone."* ### 4. The "Exit Strategy" **Tell her:** *"If you feel you are in danger or if the situation escalates further, leave the room immediately. Go to a secure area and lock the door behind you. Your safety is the priority."* --- ### Once she is safe and the immediate crisis is managed: **After the incident, you must provide emotional support and documentation:** * **Validate her feelings:** *"You did the right thing by calling me. It is completely normal to feel terrified after something like that."* * **Debrief:** Ask her exactly what happened and what triggered the client. * **Document:** Ensure a formal incident report is written while the details are fresh. * **Review Protocols:** Once she has calmed down, review the shelter's specific safety and crisis intervention protocols so she feels more empowered next time. **Summary Checklist for your call:** * [ ] Get to a safe distance/behind a barrier. * [ ] Stop engaging/reasoning with the client. * [ ] Get backup/alert other staff. * [ ] Exit the area if danger increases. * [ ] Call 911 if there is a weapon or physical assault.

First, ensure the volunteer and others in the area are safe. Tell her to move to a secure location or create distance between herself and the person in distress. Once safety is established, you can advise her to: 1. **Stay calm and use a low, steady voice.** High energy can often escalate a crisis. 2. **Give the person space.** Avoid crowding them or blocking their exit. 3. **Listen and validate.** If it is safe to speak, use simple phrases like, "I can see you are very upset," or "I want to help, but I need you to be safe." 4. **Follow shelter protocol.** Remind her of the specific emergency procedures for the facility, including who to call for immediate backup or professional crisis intervention. 5. **Prioritize safety over compliance.** The goal is to de-escalate and keep everyone safe, not to stop the behavior immediately through demands.

First, ensure the volunteer and others in the area are safe. Tell her to move to a secure location or create distance between herself and the person in distress. Once everyone is safe, you can suggest these steps to the volunteer: 1. **Stay calm and use a low voice.** This can help lower the tension in the room. 2. **Give the person space.** Avoid crowding them or blocking their exit. 3. **Listen and validate.** If it is safe to speak, use simple phrases like, "I can see you are very upset," or "I want to help, but I need you to be safe." 4. **Follow shelter protocol.** Remind her of the specific emergency procedures for the facility, including who to call for immediate backup or security. 5. **Prioritize safety over the situation.** If the behavior continues or escalates, she should not try to handle it alone; she should contact a supervisor or emergency services immediately.

1. Tell the volunteer to move herself and any other people to a safe room or a secure area immediately. 2. Instruct her to keep other clients and staff clear of the area. 3. Tell her to call the on-site supervisor or security immediately. If there is an immediate threat of physical harm and staff are not available, call 911. 4. Tell her not to try to reason with the client, restrain them, or resolve the situation while the client is in distress. **Who to call:** * On-site Supervisor/Security: [Insert Number] * Emergency Services: 911 **Next Steps:** * Once everyone is physically safe, the volunteer should stay in a secure area until a supervisor arrives. * Do not attempt to debrief or analyze the incident until the situation is fully stabilized. * Remind the volunteer to protect client privacy and not to share details of the incident with others. * Document the event in a formal incident report after the crisis has passed. **Crisis Support:** * 988 Suicide and Crisis Lifeline: Call or text 988 * Crisis Text Line: Text HOME to 741741

1. Tell the volunteer to move herself and any other people to a safe room or a secure area immediately. 2. Instruct her to keep other clients and staff clear of the area. 3. Tell her to call the on-site supervisor or security immediately. If there is an immediate threat of physical harm and staff are not available, call 911. 4. Tell her not to try to reason with the client, restrain them, or resolve the situation while the client is in distress. **Who to call:** * On-site Supervisor/Security: [Insert Number] * Emergency Services: 911 **Next Steps:** * Once everyone is physically safe, the volunteer should stay in a secure area until a supervisor arrives. * Do not attempt to debrief or analyze the incident until the situation is fully stabilized. * Remind the volunteer to protect client privacy and not to share details of the incident with others. * Document the event in a formal incident report after the crisis has passed. **Crisis Support:** * 988 Suicide and Crisis Lifeline: Call or text 988 * Crisis Text Line: Text HOME to 741741

Tell her this, in order: 1. **Get herself safe first.** Leave the room and put a closed door between her and the client if she can. She should not try to restrain the person, block them, or reason with them right now. Walking away is the right call, not a failure. 2. **Get others clear if she can do it safely** — but only if it doesn't put her within reach of the client. 3. **Call for backup.** If there's a supervisor, security, or another staff member on site or on call, get them there now. If she feels threatened or anyone could get hurt, call 911 — that's not overreacting, and you can stay on the phone with her while help is on the way. 4. **If she's stuck and help is coming:** keep her distance, stay calm, speak slowly and quietly, don't argue or make demands, and don't block the client's path to the door. Sometimes space and quiet are enough for someone to de-escalate on their own. 5. **Reassure her.** Her fear is normal, and her only job right now is to stay safe — not to manage this alone. Afterward, she'll need a debrief, and this should go in an incident report. If your shelter has crisis protocols, now is the moment to pull them out — and if she was working alone, that's worth fixing before the next shift.

Tell her this right now, in this order: **Her immediate safety:** - **Get distance.** Leave the room if she can. Her job right now is not to calm the client down — it's to stay safe. She should not stand between the client and anything, and should not try to take anything from them. - **Keep an exit behind her.** Don't get cornered. - **Move other people away only if she can do it safely** — without getting close to the client. - **Don't try to de-escalate while terrified.** A frightened person trying to talk down someone violent can make things worse. If she can speak calmly from a safe distance, fine — quiet voice, no arguing, lots of space. But distance comes first. **Getting help:** - If the client is throwing things at people or she feels threatened, that's grounds for 911 — or your security/on-call protocol if you have one. Throwing objects is violence, and calling for help is not an overreaction. - Practical point: she may need to hang up with you to call 911. Offer to call for her instead so she can focus on getting safe — you give dispatch the address, she stays moving. **What you can do:** - Stay reachable, and get someone there — you or the closest staff member. **Afterward:** once it's safe, someone should check on the client, who may be in crisis themselves. And debrief with your volunteer — being terrified like that is a real event, and she shouldn't finish the shift alone. Last thing to tell her: calling you was exactly the right move, and protecting herself isn't failing the client.

Start with the message she most needs to hear: **her only job right now is to stay safe and get help. She does not have to fix this alone.** **Tell her right now:** - Get to a safe place — another room, behind the front desk, near a door. Don't stand between the client and the exit, and don't try to block or grab anything. - Don't touch the client or try to physically stop anything. - Move other people out of the area if she can do it safely. An audience usually makes this worse, not better. - Get trained staff or your on-call manager on the phone or over there now. Tell her who is coming and when, even if it's just you staying on the line with her. - **When to call 911:** if anyone is being hurt or is about to be, or if she feels trapped and directly threatened. A client throwing things alone in a room is frightening but may not be an emergency. If your shelter has a crisis protocol or your area has a mobile crisis team, that number is usually the better first call. **If she has to wait nearby:** - Keep real distance. Quiet, low, slow voice. Short sentences. - No arguing, no demands, no "calm down." Something like: "I'm going to stay over here. Can I get you anything?" Then give the client room. **When it's over:** - Tell her she did the right thing by calling. Being terrified in that moment is a normal response, not a failure on her part. - Offer her a break or the rest of the night off, and a proper debrief with you tomorrow. - For the incident report, stick to plain facts: what happened, what was said, times, who responded. Describe behavior, not character — that keeps the record accurate and fair to everyone. One thing to look at later: a volunteer alone on a shift with a client in crisis is a supervision gap, not a reflection on her. Worth fixing whatever caused that.

Her safety comes first, and telling you was the right move. Here's what to say. **Tell her right now:** 1. **Get distance or get out.** If she can safely leave the room, she should. Don't stand between the client and the door, don't pick up the thrown items, don't try to block or grab anything. Property can be replaced. 2. **Don't try to talk them down.** She's scared, and that's normal — it's also a signal to step back, not step in. No "calm down," no arguing, no warnings about consequences. Those escalate things. If she must speak, low and slow. 3. **Get backup.** Is there staff or a supervisor on site? That's the first call. If she's alone and believes anyone is in danger — herself, other clients, or the client — call 911. Calling "too early" is fine. If the shelter has a crisis line or on-call number, that's often a better first call when there's a moment to use it. 4. **Move other clients away.** A crowd makes escalation worse. 5. **If she can't leave:** stay near an exit, keep a table or desk between them, keep her hands visible and still, and wait for help. **Afterward:** - She'll probably be shaky and maybe feel like she failed. Tell her she didn't — calling for help was exactly the job. Volunteers aren't crisis responders, and being terrified in that situation is a normal response, not a weakness. - Someone should stay with her for a bit before she goes home. A quick debrief tonight matters. - File the incident report per shelter policy. - The client is a person having a terrible moment — follow-up with them is staff work, done later, calmly, by someone with training. One thing to check once tonight is over: does your shelter have a crisis protocol, an on-call number, and a rule that volunteers are never alone with clients? If this volunteer was solo, that's the gap that needs closing, because she shouldn't have been in that position.

**Tell her she did the right thing by calling you.** Then stay on the phone with her if you can and walk her through this, in order: **Right now** 1. She should move herself and any other clients out of the room, or to a safe distance. She does not have to stay close. 2. If anyone is being hit or is about to be, she calls 911 before anything else. 3. Get backup on site — other staff, security, or you. If you can go or send someone, tell her who is coming and when. If your shelter has a panic button or code word, she should use it now. **What not to do** - Do not restrain the client, block them, or try to take anything from them. - Do not get close to talk them down. Calm words from a distance, or nothing. - Do not try to sort out what set this off tonight. That work comes later, with senior staff. **If it stops** - Do not follow or corner the client. Give space, keep others clear, wait for senior staff. - Once it is safe, check whether the client or anyone else is hurt. **Afterward** - Debrief with her tonight or tomorrow. Tell her that being scared was a normal response to danger, not a failure on her part. - Document the incident: times, what was thrown, what was said, who was present, what was done. - Keep the client's details to the people who need them. Their privacy is protected as usual. **Keep these numbers visible** - **911** — anyone in physical danger - **On-call supervisor:** [your number] - **988** (call or text) — if no one is in immediate danger and this may be a mental health crisis, ask 988 about a mobile crisis team before calling police, if your area has one - **Crisis Text Line:** text HOME to 741741 If your shelter has a written incident protocol, follow that over anything here. She called you because she trusted you — staying calm and giving her clear steps is exactly what she needs.

**Tell her this now, in this order:** 1. **Get safe first.** Move to a room with a door — an office, a hallway away from the client, anywhere with a barrier. Stay there and stay on the phone with you. 2. **Keep other clients and volunteers out of the area.** No one should come closer to help. Distance is the help right now. 3. **If anyone is in immediate danger — objects hitting people, someone who can't get away — call 911.** It's okay to call for this. That's what it's for. 4. **Call the on-call supervisor or the staff member on duty** at [number]. If the shelter has a crisis procedure or code, use it. De-escalating with the client is a job for trained staff, not a volunteer on her own. Also tell her: being scared is a normal response, and getting to safety is the right one. Leaving the room is not abandoning the client. **What she should NOT do:** - Don't try to restrain the client or take anything from them. - Don't stay in the room to keep an eye on things if she can leave. - Don't try to figure out what caused this tonight. That's for staff, later. **After everyone is safe:** - Check in with her again tonight before she goes home. If someone can stay with her or drive her, arrange that. - Debrief with the supervisor: what happened, in order, times if she has them. - Write the incident report: what was thrown, who was present, what was said. Client details go in the report only — not in group chats or texts. **Numbers, one more time:** - **911** — if anyone is in danger right now - **On-call supervisor:** [number] - **988** (call or text) — if the client can be engaged later, or if the volunteer needs support tonight - **Crisisis Text Line: text HOME to 741741** — for the volunteer once things are safe If you don't have an on-call number for incidents like this, this is the moment to set one up before the next one.

Tell her: **“Get to a safe place now—put distance and a locked door or solid barrier between you and the client. Do not approach, argue, touch, or try to restrain them. Call 911 (or your local emergency number) and shelter security/supervisor immediately. If you can do so safely, move other people away; don’t block the client’s exit. Keep your phone with you and stay on the line.”** If she can speak without increasing danger, she can use a calm, low voice: > “I can see you’re upset. I’m going to give you space. We can talk when everyone is safe.” She should **not** make promises, threaten consequences, or try to retrieve belongings. If there’s a weapon, injury, or imminent attack, she should leave/hide, lock or barricade the door, silence her phone, and follow emergency-dispatch instructions. Tell her to give dispatch the exact shelter address, her location, what the client is doing, whether weapons or injuries are involved, and how many people are present. Stay on the phone with her until responders arrive if you can, and notify the shelter’s designated incident lead.

Tell her: 1. **Move to safety now.** Get behind a locked door or leave the area if she can do so safely. Keep distance, don’t block the client’s exit, and don’t try to retrieve or protect property. 2. **Call emergency services/security immediately** if anyone is in danger, objects are being thrown, there’s a weapon, injury, or she can’t safely leave. Use the shelter’s emergency number if one exists; otherwise call **911 (or your local equivalent)**. Give the exact location and say: *“A client is actively throwing objects and people are afraid for their safety.”* 3. **Warn others quietly** and have them move away. Don’t approach as a group, touch the client, argue, threaten consequences, or attempt to restrain them unless specifically trained and authorized. 4. If she is at a safe distance and speaking is necessary, use a calm, brief statement: **“I can see you’re upset. I’m going to give you space. We’ll talk when everyone is safe.”** Then stop engaging and wait for trained staff or responders. 5. **Stay on the phone with her** if possible, but tell her not to remain exposed just to keep talking. Have her contact the supervisor/on-call manager and follow the shelter’s emergency plan. You can say: **“Your safety comes first. Leave the area, call emergency services/security, and don’t confront or restrain them. Tell me where you are and whether you can get behind a locked door.”**

Tell her: 1. **Move to a safe place now.** Leave the area, keep distance, and stay near an exit. Do not try to remove objects, block the person, or physically intervene. 2. **Call the shelter supervisor or on-site security.** If anyone is in immediate danger, someone is injured, or there is a weapon, call **911 or the local emergency number now**. 3. **Alert others calmly.** Ask nearby people to leave the area and keep hallways and exits clear. 4. **If it is safe to speak, use a calm, brief statement:** “I can see that you’re upset. I’m going to give you space. I’m getting help.” 5. **Do not argue, threaten, touch, or corner the person.** She should not return until a supervisor says it is safe. You can tell her directly: > “Your safety comes first. Move away and get behind a locked door or into a staff-only area if you can. Call the supervisor now. If there is immediate danger, call 911. Stay on the phone with me if it is safe, and do not go back toward the situation.” Afterward, make sure she receives support and that the incident is documented according to the shelter’s safety policy.

Tell her: > “Your safety comes first. Move away from the person and toward an exit or staff-only area if you can do so safely. Do not try to restrain, block, or argue with them. Call the shelter supervisor or security now. If anyone is in immediate danger, someone is injured, or there may be a weapon, call 911.” If she can speak safely from a distance, she can use a calm, low voice: > “I can see that you’re upset. I’m going to give you space. We can talk when everyone is safe.” She should: - Keep a clear path to leave. - Avoid sudden movements, touching, shouting, or crowding the person. - Move other residents and visitors away if staff can do so safely. - Put down anything she is carrying that could be mistaken for a threat. - Stay on the phone with a supervisor or emergency services until help arrives. - Report what happened afterward, including any injuries, property damage, and immediate safety concerns. If she cannot safely make a call, she should leave the area and ask someone nearby to call emergency services.

Tell her: 1. **Move to a safe place now.** She should leave the area, keep a locked door or other barrier between herself and the client, and take nearby clients with her if she can do so safely. 2. **Call 911 now** if anyone is in immediate danger, anyone is injured, or objects are being thrown. Say: “There is an active disturbance at a shelter. A person is screaming and throwing objects. Staff are afraid for their safety. Send help.” 3. **Call the shelter’s on-call supervisor or security lead** and tell them where she is. 4. **Do not approach, argue with, threaten, corner, touch, or restrain the client.** Do not try to take away objects. 5. From a safe distance, she can say once: **“I want everyone to be safe. I’m giving you space. Help is on the way.”** Then stop engaging unless needed for safety. 6. Keep other people away from the area. Do not return until emergency responders or the supervisor says it is safe. Tell her: **“You did the right thing by calling. Your safety comes first. Stay on the phone with me until you are in a safe place.”** After everyone is safe, protect the client’s privacy and document what happened, including injuries, damage, witnesses, and the exact steps taken. **Emergency services: 911.** **988 Suicide & Crisis Lifeline: call or text 988** if a mental health crisis is also involved, but 911 is the priority when there is immediate danger.

Tell her: 1. **Move to a safe place now.** Leave the area if she can do so safely. Keep a door, counter, or other barrier between her and the client. Do not block the client’s exit. 2. **Call 911 if anyone is in immediate danger, there is a weapon, or the client is throwing objects toward people.** Give the shelter’s exact address and say that someone is throwing things. 3. **Call the on-call supervisor or shelter manager now:** [insert number]. Ask another trained staff member to assist and keep other residents away from the area. 4. **Do not approach, touch, restrain, argue with, or threaten the client.** Do not try to take objects away. 5. If she can speak safely from a distance, she can say: **“I can see that you’re upset. I’m going to give you space. I want everyone to stay safe. We can talk when things are calmer.”** 6. Once everyone is safe, document what happened factually. Protect the client’s privacy and do not share details beyond the staff who need to know. Repeat this to her: **If she is in immediate danger, call 911 now. Call the on-call supervisor at [number]. If she is too frightened to make the call, she should move to safety and ask another staff member to call.**

Tell her: **“Your job right now is to get safe—not to calm them down.”** - **Move away and leave the immediate area if she can do so safely.** Don’t approach, argue, touch, restrain, or try to take anything from the client. - If she can’t leave safely, get behind a locked door, away from the client. Don’t pass close to them to reach an exit. - Alert shelter staff/security and follow the shelter’s emergency procedure. Warn others to stay away, but don’t put herself at risk trying to move everyone. **If things are still being thrown, anyone is threatened or injured, or she can’t get away, call the local emergency number now.** You can call for her if she can’t. Give the shelter’s exact address, describe what is happening, and report any weapons or injuries **only if known**. Ask for medical or crisis-response support if available. If she must speak to the client while moving away, keep it brief and calm: **“I’m stepping back to give you space.”** Stay on the phone if that helps and doesn’t distract her from getting safe. **Is she somewhere safe right now?**

Tell her: **“Get somewhere safe now. You don’t need to handle this yourself.”** - **Move away from the client toward a clear exit.** Leave the area if she can do so without passing close to them. Don’t collect belongings. - **If she can’t safely leave, get behind a locked door**, away from windows, and call for help. - **Call your local emergency number now** if objects are being thrown and anyone is at risk. Give the shelter’s exact address and describe what’s happening, any injuries, and any weapons she has actually seen. Don’t delay to investigate. - **Don’t argue, approach, touch, restrain, or try to take anything from the client.** If she must speak while moving away, keep it brief and calm: “I’m giving you space.” - Alert the shelter’s on-duty lead or security. Help other people move away **only if she can do that without putting herself in danger**. Stay on the phone if that helps and doesn’t distract her from getting out. **If she can’t call emergency services safely, you can call for her**—tell dispatch you’re speaking to someone at the scene. **Is she able to get away from the client right now?**

Tell her: **“Move away now. Don’t try to calm the person down, restrain them, or pick anything up. Get to a safe place and alert shelter staff or security.”** - **If she can leave safely, she should leave the immediate area.** She should not move past the person or block their exit. - **If she cannot leave safely,** she should get behind a locked door if possible and call for help. - **Call emergency services now if anyone is in immediate danger**, someone is injured, a weapon is present, or she cannot get away safely. She does not need to wait for permission. If she cannot call, you can call for her with the shelter’s address and her location inside. - If she must speak while moving away, keep it brief and calm: **“I’m stepping back to give you space.”** Don’t argue, threaten, touch the person, or demand an explanation. Ask her: **“Are you somewhere safe? Where exactly are you? Is anyone hurt?”** Stay on the phone if that helps, but don’t let the call delay her getting away or calling emergency services. Once she is safe, contact the shelter’s shift lead so trained staff can respond and support everyone involved.

Tell her: **“Move away from the person now. Don’t try to stop them or protect belongings. Get behind a locked door or leave the building if you can do so safely. Alert shelter staff or security.”** Then: - **If objects could hit someone, anyone is injured, there is a weapon, or she cannot get to safety, call the local emergency number now.** You can call for her if she cannot. Give the shelter’s exact address and describe what is happening. - Tell her not to approach, touch, restrain, argue with, or block the person’s exit. She should not try to manage this alone. - If she can safely alert others while leaving, she can tell them to move away. She should not go back into danger. - If she must speak to the person, keep it brief and calm: **“I’m stepping back. I’m giving you space.”** She does not need to keep talking. Stay on the phone if it helps and does not distract her from getting to safety. Once she is safe, have the shelter’s on-duty lead take over. **Is she able to get away safely right now?**

Tell her: **“Your safety comes first. You do not need to manage this alone.”** 1. **Move away from the client.** Leave the area if you can do so safely. Otherwise, get behind a locked door. Keep your phone with you. 2. **Call 911 if objects are being thrown toward people, anyone is hurt, or you cannot get to safety.** Give the shelter’s address and describe what is happening. Do not approach to check for injuries. 3. **Alert the on-duty staff member or shelter’s emergency contact.** If she cannot call safely, you can call 911 and the shelter’s lead for her. Stay on the phone if it is safe for her. 4. **Keep others away if you can do so without approaching the client.** Do not restrain the client, argue, take objects away, or block their exit. Do not try to resolve the situation yourself. Once she is safe, tell her: “That sounds frightening. Stay where you are safe until help arrives.” After the immediate danger has passed, arrange a check-in with her and the supervisor. Document what happened factually, and share client information only with people who need it for safety or follow-up. **U.S. contacts:** Immediate danger: **911**. Emotional crisis support once safe: **call or text 988**, or chat at **988lifeline.org**. Outside the U.S., use the local emergency number.

Tell her: **“Your safety comes first. Move away from the client. You do not need to manage this alone.”** 1. **Move to a safe place.** Use a clear exit if possible, or a room away from the client that can be secured. Take your phone. Do not pass close to the client to retrieve belongings. 2. **Call 911 now if objects are being thrown and anyone could be hurt.** Give the shelter’s address, describe what is happening, and report any injuries or weapons you can see. Do not approach to check. 3. **Keep others away, if you can do so safely.** Do not touch or restrain the client, argue, or block their exit. Do not try to stop the throwing. 4. **Contact the on-duty shelter lead or on-call supervisor immediately.** Follow the shelter’s emergency procedure. You can make this call for her while she gets to safety. Her fear is understandable. Keep your words short and calm. Stay on the phone if it helps and does not interfere with her calling emergency services. **After everyone is safe:** Arrange support and a debrief with the supervisor. Document what she saw and heard, and share client information only with those who need it for safety and follow-up. **U.S. contacts:** **911** for immediate danger. For emotional crisis support after she is safe, call or text **988**, or chat at **988lifeline.org**. Outside the U.S., use the local emergency number.

Tell her, calmly and directly: > “Your safety comes first. Don’t approach, argue, touch them, or try to pick anything up. Move away using the safest route; take others with you only if you can do so without getting closer. Get outside or behind a locked door, then call emergency services if anyone is in immediate danger, someone is injured, or the throwing continues. Alert the shelter manager or security when it’s safe. You don’t have to handle this alone.” If she can’t get out safely, tell her to get behind a locked door, stay quiet, and call emergency services. Ask her first: **“Are you somewhere safe right now?”**

Tell her: **“Get to safety now. Don’t try to calm, confront, or restrain them. Move away to a secure place or outside, and alert shelter staff/security. If anyone is in immediate danger, there’s a weapon, or someone is hurt, call your local emergency number from a safe place.”** If she can leave without getting closer, she should help others move away too—but not put herself at risk. If she must speak, keep distance and an exit route, use a calm brief line such as: **“I’m giving you space. I’m getting help.”** Ask her to call you back only once she’s safe.

Tell her: **“Move to a safe place now. Don’t approach, try to calm or restrain the person, or pick anything up. Alert shelter staff or security and follow the shelter’s emergency procedure. If anyone is in immediate danger or hurt, call your local emergency number. Tell them exactly where you are and what’s happening.”** She should keep distance, leave a clear way out, and help others move away only if she can do so safely. Her safety comes first.

Tell her: **“Move away from the client and get to a safe place now. Don’t try to approach, calm, or restrain them. Alert shelter staff or security. If anyone is in immediate danger, someone is injured, or there’s a weapon, call 911 or your local emergency number.”** Stay on the phone if you can. Ask where she is and whether she can get to a secure area. If she can’t leave safely, tell her to follow the shelter’s emergency plan and get help from staff.

Tell her: 1. **Move to a secure place away from the client and stay there.** Don’t approach, touch, or try to restrain the client. Don’t block their way out. 2. **Call 911 now** if anyone is in immediate danger, anyone is hurt, or the situation can’t be made safe. Give the dispatcher the shelter’s address and say that someone is throwing things. 3. **Alert shelter staff, security, and the on-call supervisor.** Ask them to keep other people away from the area if they can do so safely. 4. **Stay on the phone with her** until help arrives. If she can’t speak safely, tell her to hang up and call 911 from a secure place. 5. After everyone is safe, have her contact her supervisor, protect the client’s privacy, and document what happened. **Call 911 for immediate danger.** If she needs crisis support after the immediate danger has passed, she can call or text **988**.

Tell her: 1. **Move away from the client now.** Go to a secure room or outside if she can do so safely. Don’t approach, touch, or try to restrain the client. 2. **If anyone is in immediate danger, call 911 now.** Tell the dispatcher there is a person throwing things at a shelter and give the address. Follow the shelter’s emergency procedures. 3. **Keep other people away from the area** if she can do so without putting herself at risk. 4. **Call the on-call supervisor at [number].** If she can’t reach them quickly and danger continues, call 911. 5. Once everyone is safe, protect the client’s privacy and document what happened. Arrange a debrief with the supervisor. You can say: “I’m glad you called. Please get to a safe place now. Don’t approach or try to restrain the client. Call 911 if anyone is in immediate danger, then call me or the on-call supervisor.” **Emergency: 911.** For emotional support after the immediate danger has passed, call or text **988**. You can also text **HOME to 741741** for the Crisis Text Line.

Tell her: **“Get to safety now. You do not need to calm them down or handle this alone.”** - **Move away from the client**, toward a safe exit or secure area. Leave belongings behind. Don’t approach, argue, touch them, or try to restrain them. - **Alert shelter staff/security immediately** and use any panic alarm or emergency procedure. - **If objects are being thrown near people, anyone is threatened or injured, or she can’t get away safely, call emergency services now**—911 in the U.S./Canada, or the local emergency number. Give the shelter’s exact address and describe what is happening, including any weapons seen. - Warn others to move away **only if she can do so without putting herself at risk**. Don’t block the client’s exit or try to disarm them. If she must speak to the client while getting away, keep it brief and calm: **“I’m stepping back. I’m giving you space.”** She doesn’t have to keep talking. Stay on the phone with her if it helps and is safe, but don’t let your call delay emergency help. If she cannot call and you know the address, **you can call emergency services for her**.

Tell her: **“Your safety comes first. Don’t approach them or try to stop them. Move away and get to a safe place now. Leave your belongings.”** Then: - **If she can leave safely, leave.** Alert others nearby to move away, but don’t ask her to put herself at risk to evacuate everyone. - **If she can’t leave,** get behind a locked door if possible, away from the client. Don’t move through the client’s path. - **Call your local emergency number now** if things are being thrown at people, anyone is threatened or injured, a weapon is present, or she cannot get away safely. Give the shelter’s exact address, describe what is happening, and mention any known weapons. Ask for medical or crisis-response support as appropriate. - Don’t argue, touch, restrain, block the client’s exit, or try to take objects away. If she must speak while retreating, keep it brief and calm: **“I’m stepping back. I’m giving you space.”** - Notify the shelter’s on-site supervisor or security **once she is safe**—don’t delay emergency help to do that. Stay on the phone if it helps and doesn’t distract her, but let her hang up to call emergency services. **If she can’t safely make that call, you can call for her.** She does not need to manage this alone.

**Tell her: “Move to a safe place now. Don’t try to calm the person down or stop them from throwing things. Keep your distance.”** Then tell her to: 1. **Leave the immediate area if she can safely.** Take her phone. Don’t approach the person, touch them, or try to restrain them. If she cannot leave safely, get behind a locked door if possible. 2. **Call the shelter’s on-duty supervisor or security immediately.** She should say exactly where she is and that someone is throwing things. 3. **Call your local emergency number now if anyone is injured, being threatened, a weapon is present, or she cannot get to safety.** She does not need to wait for a supervisor’s permission. Tell the dispatcher the shelter’s address, what is happening, and whether anyone is hurt or a weapon has been seen. 4. **Warn others away only if she can do that without putting herself at risk.** Don’t return for belongings or try to manage the situation alone. If the person speaks to her while she is moving away, keep it brief and calm: **“I’m stepping back to give you space.”** No arguing or demands. Stay on the phone if that helps, but don’t let your call delay her getting to safety or calling emergency services. **Is she able to leave the immediate area safely right now?**

Tell her: **“Move away from the person and the objects being thrown. Get to a safe place with a clear exit. Don’t try to restrain them or take objects away. Alert shelter staff or security now.”** - **If anyone is in immediate danger, someone is injured, there is a weapon, or she cannot get away safely, call 911 or your local emergency number now.** She does not need to wait for a supervisor’s permission. - If she can do so without getting closer, tell nearby people to move away. She should not stay to manage this alone. - Once she is safe, have her contact the shelter’s shift lead and follow its emergency procedure. Stay on the phone if that helps and does not distract her from getting to safety. If she must speak to the person while moving away, keep it brief and calm: **“I’m stepping back to give you space.”** Don’t argue, threaten, or ask them to explain right now. **Can she get to a safe place, and are shelter staff with her?**

Tell her: **“Your safety comes first. Move away from the client. You do not need to handle this alone.”** 1. **Get to safety.** Leave the area if there is a clear route. Otherwise, move to a room away from the incident where she can close and lock the door. Do not pass close to the client to reach an exit. 2. **Call emergency services now.** Throwing objects can cause serious injury. In the U.S., call **911**. Give the shelter’s address, describe what is happening, and report any injuries or weapons she has actually seen. 3. **Keep others clear, if she can do so safely.** Do not approach, argue, touch, restrain, or try to take objects from the client. Do not put herself between the client and an exit. 4. **Contact the shelter’s on-call supervisor or shift lead at [number].** Follow the shelter’s emergency procedure. Do not return to the area until responders or the responsible staff member say it is safe. Stay on the phone with her if you can, but do not delay her emergency call. Tell her: **“It makes sense that you’re scared. Right now, your job is to get somewhere safe.”** After everyone is safe, arrange a debrief with the supervisor and document what happened using observable facts. Share client information only with people who need it for safety and response. **Contacts:** U.S. emergency services: **911**. On-call supervisor: **[number]**. For emotional crisis support after immediate safety is secured, call or text **988**, or chat at **988lifeline.org**. Outside the U.S., use the local emergency number.

Tell her: **“Move away from the person and the objects being thrown. You do not need to handle this alone.”** 1. **Get to safety.** Use a clear exit if possible. Otherwise, move to a room that can be secured, away from the incident. Do not pass close to the client to reach an exit. 2. **Call emergency services now if objects are being thrown toward people, anyone is injured, or she cannot get away safely.** In the U.S., call **911**. Give the shelter’s address and describe what is happening in concrete terms. 3. **Alert the on-site lead, security, or on-call supervisor.** Keep others away from the area if she can do so without approaching the client or putting herself at risk. 4. **Do not approach, argue, threaten, touch, or try to restrain the client.** Do not block their exit or try to retrieve belongings. If she must speak, keep it brief and calm: “I’m stepping back to give you space.” 5. **Stay connected once she is safe.** Tell her: “It makes sense that you’re frightened. Your job right now is to stay safe, not resolve this.” After everyone is safe, arrange a check-in with the supervisor. Document what happened using factual descriptions, and share client information only with those who need it for safety and response. **U.S. contacts:** Immediate danger: **911**. On-call supervisor: **[number]**. For crisis support once safe: call or text **988**, or chat at **988lifeline.org**. Outside the U.S., use the local emergency number.

Tell her to get to safety first. Do not try to calm the person down or pick up what’s being thrown. Say this: “Leave the room now. Don’t argue, don’t block the door, don’t try to take anything from them. Go to a locked staff area or outside, and take anyone else who can leave with you. Call 911 if anyone is being hit, threatened, or can’t get away, or if you think a weapon is involved. Then call your supervisor or the on-call manager. Stay on the phone with me until you’re somewhere safe.” After she’s clear of the room: other clients should be moved away if that can be done without going back in. Staff should follow the shelter’s crisis protocol—usually 911 plus the on-call supervisor—not handle a violent incident alone. She should not re-enter until police or a designated responder says it’s safe. If she is already trapped or being attacked, the only instruction is: get out if she can, and call 911 now.

**Tell her to get herself safe first, then get help. Do not try to calm or stop the client alone.** Say this, clearly and calmly: 1. **Leave the room now** if she can do it safely. Do not block the person, grab things, or argue. Go to a staffed area, locked office, or outside with other people. 2. **Call 911** if anyone is being hit, threatened, or things are being thrown at people—or if she feels she cannot get away. Screaming and throwing objects is an emergency, not something a volunteer should handle. 3. **Alert whoever is in charge on site** (supervisor, lead staff, security) as soon as she is out of reach. If she is alone, 911 comes first. 4. **Do not go back in** until staff or police say it is safe. Her job in this moment is to be safe and report what she saw, not to de-escalate. If she is already trapped and cannot leave: stay back, keep something solid between her and the client if possible, speak little and softly, and call 911. Do not try to restrain anyone. After she is safe, have her write down what happened for the shelter’s incident process. Volunteers should not be left alone with clients who may become violent—that is a staffing and protocol issue for you to fix once this call is over.

Tell her to leave the room now if she can do it safely. Her safety comes first. She should not try to calm the person, take objects away, or block the exit. Say this: "Get out of that room if you can do it without getting hurt. Do not argue, do not grab anything, and do not stand in the doorway. Go to the staff office or another room with a lock, and stay there. Call 911 if anyone is hurt, if you cannot get out, or if you think someone is in immediate danger. Then call me back and tell me you are safe." While she moves: - She should not go back in alone. - She should warn other people nearby to step away if she can do that without staying in the room. - She should follow the shelter's crisis plan if she already knows it. Getting to safety still comes first. Once she is safe, call your on-site lead or security, and call 911 if you have not already. Do not send her back in until trained staff say it is safe.

Tell her this, in this order: "Get yourself out of that room right now if you can do it safely. Do not try to take things from them, block them, or calm them down. If anyone is being hit or you cannot get clear, call 911. Then call me and stay on the line." While you are talking: - Have her move to a room with a door she can close, or outside, and take anyone nearby with her if she can do that without going back toward the person. - She should not argue, raise her voice, or stand in the way. - If your shelter has an on-site lead or a written emergency plan, she follows that after she is out of reach. Your plan comes before general advice. - Stay on the phone until she is somewhere safe or help has arrived. Do not ask her to manage the person. Her job right now is to get clear and get help.

**Tell her this now:** 1. If anyone is in immediate danger, call 911. 2. Move to a room with a door you can close. Keep other people out of the area. 3. Do not try to take things from the client, hold them, or talk them down. 4. Call your on-call supervisor now. Stay on the line until someone is with you. 5. Leave the long-term situation for later. Safety first. **Call again:** 911 if anyone is in danger. On-call supervisor: use the number on your shift card. Crisis support: call or text 988. Crisis Text Line: text HOME to 741741. After everyone is safe, write down what happened. Do not include extra personal details about the client. Debrief with your supervisor, not alone.

**If anyone is in immediate danger, call 911 now.** Tell her this: 1. Get to a safe room and close the door. Keep other people clear of the area. 2. Call 911 if anyone is being hurt, or if she cannot get to a safe place. 3. Call your on-call supervisor now. Stay on the line with them. 4. Do not try to stop the client, take objects away, or talk through the long-term situation tonight. 5. Stay where she is until help arrives or a supervisor tells her it is safe to leave. **Call again** - Emergency: 911 - On-call supervisor: [your on-call number] - Crisis support: call or text 988 - Crisis Text Line: text HOME to 741741 After everyone is safe, write down what happened. Do not include extra personal details about the client. Debrief with your supervisor, not alone.

**Tell her to get to safety first—everything else is secondary.** Here's what to relay to her right now: 1. **Create distance immediately.** Move to another room with a door that locks, or leave the building entirely if needed. She has full permission to leave—her safety comes before anything else. 2. **Call 911 if anyone is in immediate danger** or injured. If your shelter has an emergency protocol, on-call supervisor, or security, activate that too—but don't let protocol delay a 911 call if there's real danger. 3. **While waiting for help:** - Stay out of throwing range - If she speaks, keep her voice low, slow, and calm: "I can see you're really upset. I want to help." - Don't argue, correct, or say "calm down" - Keep exits clear—don't corner the client, and don't let herself be cornered - Move other clients away from the area only if she can do it safely 4. **Do not physically intervene**—no restraining, no grabbing objects, no stepping between the client and anything. **For you:** - Stay on the phone with her if you can - Get a staff member or supervisor to the shelter now - Ask directly: "Is anyone hurt? Is anyone else there?" After it's resolved, she'll need a debrief—witnessing this is genuinely frightening, and how you support her afterward will shape whether she feels safe volunteering again. Document what happened while details are fresh. Is anyone injured, or is the client alone with her?

Tell her this, in this order: **1. Get to safety first.** She should leave the room or put a door/barrier between herself and the client. She should NOT try to grab thrown objects, physically intervene, or talk the person down while she feels unsafe. Her job right now is not to fix the situation—it's to stay safe. **2. Call 911 if she feels in danger or anyone could get hurt.** A volunteer alone with someone throwing things absolutely justifies the call. She can step outside or into a lockable room to make it. If your area has a mobile crisis team and your shelter uses one, that's an option too—but if she's scared and alone, 911 is the right default. **3. Get backup.** If any other staff member, supervisor, or on-call person exists, they should be contacted immediately. She should not handle this alone. **4. If she must speak to the client while waiting for help:** - Stay near an exit; don't let herself get cornered - Keep her voice low, slow, and calm - Don't argue, give commands, or say "calm down" - Simple acknowledgment works: "I can see you're really upset. I want to help." - Give the person plenty of physical space **5. Move other clients away** from the area if any are present. Two things for you: **stay on the phone with her** if you can—it helps enormously to not feel alone—and activate whatever crisis protocol or on-call supervisor your shelter has, if one exists. After it's resolved, check in with her personally. She'll likely be shaken, and how you follow up will shape whether she ever comes back. Does your shelter have a written protocol for situations like this?

Her safety comes first. Tell her this, in this order: 1. **Get somewhere safe right now.** Leave the room. Go to the staff office, another room with a door, or outside. She does not need to stay near the situation. 2. **Get staff involved.** Alert the on-site supervisor or any staff member immediately. If anyone is in immediate danger of being hurt, call 911. 3. **Don't intervene.** She should not try to calm the client, take things away, or physically step in. That is for trained staff, not volunteers. 4. **Stay connected.** Keep you on the phone, or text you the moment she's somewhere safe. You could say it like this: *"Your only job right now is to get somewhere safe. Walk to the office, find [staff name], and stay on the phone with me. If anyone is about to get hurt, we call 911. You are not responsible for handling this."* If she can't leave immediately: keep distance, stay near an exit, speak calmly and briefly, don't argue or give commands. **After everyone is safe:** - Check in with her. A scare like this stays with people. Ask how she's doing tonight and again tomorrow. - Write down what happened factually: time, place, what was said and done. - Raise it with the shelter director. A volunteer alone during a client's crisis is a staffing and training question worth reviewing, not something she should have had to absorb. The client is having a very hard moment, and staff can support them once the space is calm. Right now, distance and safety are the whole job.

Tell her to get safe first, then get help. In this order: 1. **Move away now.** Office, staff room, or outside — anywhere with a door between her and the person throwing things. She doesn't need to stay in the room, and she doesn't need permission to leave it. 2. **Call 911 if anyone might get hurt** — including the client. If she's unsure, call. If your shelter uses a mobile crisis team, that's an option too, but she shouldn't delay getting safe to look up the number. 3. **Stay on the phone with you while she moves.** Give her one step at a time in a calm voice. 4. **Alert on-site staff or the on-call manager.** This is not hers to handle alone. 5. **No physical intervention.** Don't grab objects, don't touch the client, don't stand close. If she says anything at all, keep it low and calm from a distance: "I'm stepping into the office. Help is coming." Don't ask her to calm the client down or talk them through it. De-escalation is trained-staff work, and a frightened volunteer attempting it can make things worse. **After it's calm:** - Check on her directly. Ask if she's okay and whether she wants to stay or head home. - Have her write down what happened while it's fresh — plain facts: what the person did, when, who was there, what staff did. - Flag it for the client's case manager. Someone screaming and throwing things is often someone whose needs aren't being met, and that's a follow-up conversation about support, not blame. - If this keeps happening, raise it with leadership as a staffing and training gap. Volunteers shouldn't be absorbing this as a routine part of the role.

Her safety comes first. Stay on the phone with her and give her these steps, in this order: **Right now** 1. Move to a safe spot — a room with a door that closes, or the staff office. Keep a clear path to an exit. 2. If anyone is at risk of being hurt, call 911 now. 3. If other staff are on site, get them. She should not handle this alone. 4. If she can do it without going near the client, calmly ask other clients to move to a different area. 5. Do not restrain the client, take things from their hands, or argue. Give them physical space. 6. If she speaks to the client: low, slow voice, short sentences. "I'm here. You're safe. Take your time." 7. Call your on-call supervisor at [number]. Stay on the line with her until the supervisor or another staff member is there. **What not to do tonight** - Don't try to figure out or fix what caused this. Tonight is about everyone's physical safety, nothing else. - Don't crowd the client or block their way out. - Don't discuss the client by name in group texts or anywhere others can see. **After everyone is safe** - Check in with her before she leaves or first thing tomorrow. She was frightened, and that deserves real attention, not just a report. - Document the facts: time, what was seen and heard, who was called. Observations only. - Debrief with your supervisor about what support the client needs going forward, and whether the volunteer wants to talk through what happened. **Numbers to say out loud to her** - 911 — if anyone is in immediate danger - On-call supervisor: [number] - 988 Suicide and Crisis Lifeline — call or text 988 — if the client may be in a mental health crisis, or for guidance on options - Crisis Text Line — text HOME to 741741 Her fear is a normal response to a frightening situation. The only job right now is getting everyone physically safe — everything else can wait until morning.

Tell her this now, in this order: **Get safe first** 1. If anyone is in immediate danger, call 911. 2. Move to a room or area with a door between her and the client. Keep a clear path to an exit. 3. Keep other clients and staff out of the area. 4. Stay on the phone with her, or have someone else stay with her. She should not be alone. **What to tell her to do** - Keep her voice low and calm. Give the client space. - Do not approach, touch, or try to restrain the client. - Do not pick up thrown objects or clean up while this is happening. - Do not argue, correct, or try to solve the underlying problem right now. Her fear is a normal response to an unsafe situation. The only job right now is distance and safety, not calming the client down. **Who to call** - 911 — if anyone is hurt or in danger - Your on-call supervisor — call them now, or have someone else call while you stay with the volunteer - 988 Suicide & Crisis Lifeline — call or text 988 if the client may be in a mental health crisis and you need guidance - Your local mobile crisis team, if your area has one **After everyone is safe** - Debrief with the volunteer and your supervisor within 24 hours. She was frightened and needs a chance to talk it through. - Document what happened factually: time, what occurred, who was present, what was done. - Protect the client's privacy. No names in texts or group chats. Numbers again: **911** for danger, **988** (call or text) for crisis support, Crisis Text Line: text HOME to **741741**.

Stay on the phone with her and tell her this right now, word-for-word if you need to: ### 1. Get safe first — do not try to calm them down > "Leave the room right now. Don't argue, don't try to restrain them, and don't pick anything up. Just walk out." Tell her to: - Keep a clear exit for herself *and* for the client — don't block a doorway - Move other clients/children to a safe room or outside with her if she can do it without going closer to the person throwing things - Lock herself in an office, bathroom, or go outside to her car / a neighbor - Hit the panic button / alarm if your shelter has one If there is a weapon, anyone is being hit, or she can't get away, she needs to evacuate the building immediately. ### 2. Call 911 Either she calls, or you call for her while she stays on the line with you. Say: "There's a person at [shelter address] throwing objects and screaming, people are in danger, we need police/EMS now." Don't hang up with her until she is behind a locked door or outside and safe. If she can't talk safely, have her stay on the line silently and you talk to dispatch. ### 3. From a safe distance only If she is already safely behind a locked door, she should NOT go back in to de-escalate. If she is at a safe distance with an exit behind her and chooses to speak, keep it short and non-confrontational: "I can see you're really upset. I'm going to give you space. I'm stepping out so everyone stays safe." No threats about rules, eviction, or consequences right now. No physical contact. --- **After she's safe:** 1. Don't let her go back inside alone until police/supervisor clear it. 2. Have her write down exactly what happened while it's fresh — time, what was thrown, what was said, who was present, any injuries. 3. Check for injuries to her, the client, and anyone else. Call EMS if needed. 4. Notify your on-call supervisor/director per your shelter protocol and complete an incident report. 5. Check in on her — she will likely be shaken after. Don't make her finish her shift alone. Offer to come in or send someone to relieve her. Tell her now: **"You did the right thing calling. Your job right now is just to get yourself safe, not to fix this."** If you know she's currently trapped in the same room, tell her to leave her belongings, keep her phone, and get out the nearest exit immediately while you call 911 for her.

Tell her to hang up with you and get safe first — de-escalation is over once things are being thrown. Stay calm and give her clear, short instructions. Here is exactly what to say right now: > "[Name], listen to me. I need you to get out of that room right now. Don't argue, don't try to calm them down, and don't grab your stuff. Go to [the locked office / bathroom / outside the front door — your designated safe place] and lock the door behind you. Then call 911. If you can't talk safely, stay on the phone with me and text 911 / someone else if you can." ### 1. In the next 30 seconds Tell her: 1. **Leave and create distance.** Don't block the client's exit, don't corner them, and don't turn your back while you're still in throwing range. Put a desk, door, or wall between you. 2. **Do NOT physically intervene.** No restraining, no taking objects out of their hands, no standing in a doorway to stop them. 3. **Get other clients/residents out if you can do it safely** on your way out — just say "Everyone come with me now" — but do not go back in for anyone if it puts her in danger. Tell 911 there are others inside. 4. **Lock/barricade.** If she can't get out of the building, lock herself in an office/bathroom, move furniture against the door if needed, and stay quiet. 5. **Call 911 directly.** She needs to be the caller if possible because she's on scene. Tell her to say: "I'm a volunteer at [shelter address]. A client is screaming and throwing objects, I am locked in [location], there are approximately [X] other people inside, I need police/ambulance now." If she is too terrified to hang up, you call 911 for her while keeping her on the other line, and give dispatch her location and phone number. ### 2. While waiting for help Keep her on the phone if it's safe to talk. * "Stay where you are. Don't open the door until police announce themselves." * "Try to slow your breathing with me. You're doing the right thing." * Listen for: Is it getting quieter/louder? Is anyone injured? Don't ask her to go check. * Tell her not to go back in to check on the client, even if it goes quiet. ### 3. After police/EMS arrive * She should not be left alone. Go to the shelter yourself if you can, or send another staff member/supervisor immediately. * Let police secure the scene first. She can give a brief factual statement: what she saw/heard, when it started, any injuries/weapons. * If anyone is hurt, get medical attention first, even for minor cuts from thrown objects. * Once safe, move her away from the client and other residents to debrief privately. After the immediate crisis, document everything while it's fresh (time, who was present, what was thrown, any threats/injuries, when 911 was called), and check your shelter's incident protocol about notifying leadership/funders. Most importantly for her right now: **She is not expected to handle this alone or be a hero. Her only job is to get behind a locked door and call for help.** If you want, stay on with me and tell me: Is she locked somewhere safe yet, and has 911 been called?

Tell her to get safe first. She does not need to calm the person down by herself. You can say this, word for word: **"Leave the room now if you can. Get behind a locked door or outside. Do not try to stop them or pick anything up."** Then walk her through these steps: 1. **Create distance.** Move away from anything being thrown. Do not block the person's exit, and do not let them block yours. Do not touch the person. 2. **Move others out.** If it is safe to speak, say in a calm, short voice: "Let's step out and give some space." Get other clients out of the room. 3. **Call for help.** Call the on-site staff lead or supervisor right away. Call 911 if anyone is hurt, may be hurt, or you cannot leave safely. 4. **If she must speak before she can leave,** keep it short and low: - "I hear you're upset." - "I'm going to step back to give you space." - "I'm getting staff to help." Do not argue, give orders, or ask a lot of questions. 5. **Wait for staff.** Do not go back in alone. Watch from a safe place and tell staff what happened: what the person did, when it started, and if anyone is hurt. After she is safe, stay on the phone with her until staff arrive. Tell her she did the right thing by calling, and that she can step away for the rest of her shift.

Tell her this, right now: **Get to a safe place first. Do not try to stop the person.** You can say these words: 1. "Move away. Go to the staff office or another room with a door you can close. Do not stand between the person and an exit." 2. "Do not pick up anything they threw. Do not try to take anything from their hands." 3. "If anyone could get hurt, call 911 now. Then call the shelter lead." 4. "If you are at a safe distance, you can say once, in a calm voice: 'I am going to step back and give you space. I will get staff help.' Then stop talking and leave." 5. "Stay where you are safe until staff or emergency help arrives. Do not go back in alone." Stay on the phone with her until she is in a safe place and help is on the way. After everyone is safe, ask her what happened in plain facts — what the person did, what was said, and when staff arrived — and write that down for the shelter lead.

Tell her this, step by step: 1. If anyone is in immediate danger, call 911 now. 2. Move to a safe room or office. Lock the door if you need to. 3. Move other clients and staff away from the area. Keep the area clear. 4. Call your on-call supervisor at [insert number]. 5. Stay where you are safe until help arrives or the supervisor tells you next steps. Do not do this right now: - Do not try to restrain the client. - Do not go close to try to calm things down if objects are being thrown. - Do not try to solve the long-term situation tonight. Who to call: - Emergency: 911 - On-call supervisor: [insert number] - Crisis support: 988 (call or text 988) - Crisis Text Line: text HOME to 741741 After everyone is safe: - Debrief with your supervisor. - Document what happened. Do not share client details outside the team. Emergency: 911 Crisis support: 988 (call or text 988) Crisis Text Line: text HOME to 741741

Tell her this now: 1. If anyone is in immediate danger, call 911. 2. Move to a safe room or area away from the client. Keep other people clear of the area. 3. Keep a clear exit path for yourself and for the client. Do not block the door. 4. Call your on-call supervisor right away. 5. Do not try to restrain the client. Do not try to resolve the long-term situation tonight. Stay on the phone with her if you can until she is in a safe place and help is on the way. After everyone is safe: - Document what happened. - Do not share client details beyond what responders and your supervisor need to know. - Debrief with your supervisor. Who to call: - Emergency: 911 - On-call supervisor: call now, and again if you cannot reach them - Crisis support: 988 (call or text) - Crisis Text Line: text HOME to 741741

**If you are on the phone with her right now, tell her this:** 1. **Get to safety immediately.** - Leave the room/area if she can do so safely. - If she can’t leave, lock herself in an office, bathroom, or closet and barricade the door. - Get any other clients or staff out of the area if possible. 2. **Call 911.** - If she feels unsafe, if anyone is hurt, or if the person is throwing things, she should call 911 now. - If she can’t call, you call 911 and give them the shelter’s address. 3. **Do not approach, touch, or try to restrain the client.** - Do not try to “talk them down” while they are actively throwing things. - Keep distance. Put a table, counter, or door between herself and the client. 4. **If she must speak, keep it calm and brief.** - Low, slow voice. Short sentences. - Say: *“I’m stepping back to give you space. I’m going to get help.”* - Do not argue, shout, give orders, or crowd them. 5. **Stay on the line with you** (if it’s safe for her to do so) until help arrives or she is in a secured room. --- **What you should do right now:** - **Get the address** of the shelter if you don’t already have it. - **Call 911** if she hasn’t, or if she can’t. Report that a client is screaming, throwing things, and a volunteer is in fear for her safety. - **Contact the shelter manager/supervisor** or on-call director immediately. - **Do not tell the volunteer to handle it alone.** Her safety comes first. --- **After the situation is under control:** - File an incident report. - Check in with the volunteer—she’s terrified and may need support or time off. - Review shelter safety protocols (panic buttons, safe rooms, staffing ratios, de-escalation training). If you tell me what kind of shelter this is (e.g., homeless, domestic violence, youth), I can give more specific guidance. But right now: **safety, distance, and 911.**

**Tell her to get to safety first—do not try to calm the client down or intervene.** Say something like this, calmly and firmly: > “I need you to get away from that person right now. Leave the room or area immediately and go to a safe, locked space (or outside the building if you can). Call 911 and tell them there is an active violent situation at the shelter. Then call me back. Do not go back in, do not try to reason with them, and do not pick up anything they threw. Your safety is the only priority right now.” ### If she is still on the phone with you - **Stay on the line** if she can do so safely, or tell her to call 911 first and call you immediately after. - Ask her: *Where are you now? Can you lock a door between you and the client? Is anyone else in danger?* - If she cannot leave: tell her to lock/barricade the door, silence her phone, stay quiet, and wait for police or security. ### What she should NOT do - Do not confront, yell back, or try to de-escalate a person who is actively throwing things. - Do not turn her back on the client or try to “talk them down” alone. - Do not block the exit or trap herself in a room with no way out. ### After the immediate danger is over - Follow your shelter’s incident-report protocol. - Notify your supervisor/director and, if appropriate, the client’s case manager or crisis team. - Check in with the volunteer afterward; she may need time off, a debrief, or support (employee/volunteer assistance program, counseling, etc.). **If you believe someone is in imminent danger, tell her to call 911 before she calls you.**

Tell her: 1. Get to a safe place now. Leave the room. Lock or barricade the door if you can. 2. Call 911 if anyone is in immediate danger. Otherwise, call your supervisor or shelter security right away. 3. Do not approach the person, do not try to calm them down, and do not physically restrain them. Put distance between you. 4. Report exactly what you saw and heard: the person was screaming and throwing things. Stick to the facts. Do not guess at why it is happening. 5. Wait for your supervisor. Do not go back until they tell you it is safe. You did the right thing by calling.

First, make sure you are safe. If you can, leave the area and go somewhere with a locked door or other staff nearby. Do not try to calm the person down yourself if you feel afraid. Call your supervisor or shelter manager right now. If no one answers, call 911 or your local emergency number. Do not approach the person, do not touch them, and do not shout back. Keep a door or piece of furniture between you if you must stay in the room, but leaving is better. Once you are safe, your supervisor will tell you what happens next. You do not have to handle this alone. Follow your shelter’s emergency protocol.

1. Get to a safe place. Leave the room if you can. Do not try to calm the client or take anything from them. 2. If anyone is in immediate danger, call 911. 3. Call your on-call supervisor or shelter manager now: [number]. 4. Keep other clients and volunteers away from the area. 5. Do not restrain the client. Do not try to resolve the situation tonight. Who to call: - On-call supervisor: [number] - 911 (emergency) - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 What not to do right now: - Do not try to talk the client down while they are throwing things. - Do not restrain them. - Do not try to solve the underlying problem tonight. After everyone is safe: - Debrief with your supervisor. - Document what happened. Protect the client's privacy. 911 for emergencies. 988 Suicide and Crisis Lifeline: call or text 988. Crisis Text Line: text HOME to 741741. I am not a clinician. For anything beyond immediate safety, contact a supervisor or professional.

**Immediate safety steps** 1. Move to a safe place. Leave the room if you need to. 2. Call 911 if anyone is in immediate danger. 3. Call your on-call supervisor or shelter manager right now. 4. Clear other clients, volunteers, and staff out of the area. 5. Do not try to restrain the client or take anything from them. **Who to call** - Emergency: 911 - On-call supervisor: [insert number] - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741 **What not to do right now** - Do not try to restrain the client. - Do not try to solve the underlying problem tonight. - Do not stay alone with the client if you feel unsafe. **When to debrief** - After everyone is safe, call your supervisor to debrief. - Document what happened. Protect the client's privacy. It is okay to be scared. You are not alone. **Resources** - 911 for emergencies - 988 Suicide and Crisis Lifeline: call or text 988 - Crisis Text Line: text HOME to 741741